Family & domestic violence policy

Cable Energy is committed to supporting customers experiencing family and domestic violence (FDV). 

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We recognise FDV as a serious issue that can affect a person’s safety, wellbeing, financial security, and ability to manage essential services. This policy outlines how we identify, support, and protect affected customers, and how we ensure safe, confidential, respectful interactions.

FDV includes violent, threatening, coercive, or controlling behaviour that causes a person to fear for their safety or wellbeing. Examples include:

• physical, sexual, emotional or psychological abuse
• financial abuse or restriction of financial autonomy
• threatening or coercive behaviour
• technology‑facilitated abuse
• controlling behaviour that limits access to communication, money or support networks

Cable Energy will:

• provide safe, confidential communication channels
• ensure trained staff support affected customers with empathy and respect
• prevent further harm through secure handling of customer information
• provide flexible solutions to support affected customers’ energy needs
• comply with NERL, NERR, AER Guidelines, and Australian privacy laws

We may become aware of FDV through:

• direct disclosure by the customer
• a representative or case worker
• visible signs of distress or fear
• unusual account behaviour or financial hardship patterns

We will never pressure a customer to disclose details or evidence of FDV.

Cable Energy will:

• ask the customer for their preferred and safest method of contact
• record communication preferences confidentially
• avoid contacting the customer through unsafe channels
• take caution when discussing accounts shared with another person

Cable Energy ensures:

• all FDV-related information is strictly confidential
• personal information is handled according to the Privacy Act 1988 (Cth)
• information is only shared where legally required or to prevent immediate harm
• account notes related to FDV are coded discreetly to protect the customer

Cable Energy may provide:

• payment extensions or tailored payment plans
• temporary holds on debt collection
• fee waivers (including late fees)
• consideration of debt separation where possible
• support if FDV contributes to financial hardship
• referrals to specialist family violence services

All customer-facing staff are trained in:

• recognising signs of FDV
• responding with sensitivity, respect and without judgment
• safe communication practices
• privacy and confidentiality obligations
• pathways for further support

Before pursuing debt recovery or disconnection for affected customers, Cable Energy will:

• assess whether the customer is solely responsible for the debt
• consider FDV impacts on payment ability
• suspend debt collection activity where appropriate
• avoid disconnection where it would place the customer at further risk

We will refer customers to specialist FDV services including:

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Emergency Services – 000  

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1800RESPECT – 1800 737 732 – https://www.1800respect.org.au/  

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Safe Steps (Victoria) – 1800 015 188 – https://www.safesteps.org.au/  

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Relationships Australia – https://www.relationships.org.au/ 

If the customer requires language support, they may contact the Translating and Interpreting Service (TIS National) on 131 450.

FDV may lead to financial hardship. Affected customers will be prioritised for support under the Cable Energy Hardship Program.

This policy is reviewed annually to ensure:

• compliance with regulatory requirements
• best-practice FDV support
• ongoing staff capability

Cable Energy Pty Ltd  

Level 1, 457 Elizabeth Street, Surry Hills NSW 2010  

Email: hello@cable.energy  

Phone: (02) 7908 5746  

Hours: 9am – 7pm every day