Members Experiencing Vulnerability Policy

Introduction

We recognise that our members (or their beneficiaries) may become vulnerable during their lives. Their vulnerability may be permanent or temporary and can change over time or increase in certain situations. It can arise gradually, or it may occur suddenly.

We understand that a member’s vulnerabilities may result in them having unique needs, requiring us to take a flexible approach and provide additional tailored support when assisting them.

This policy applies equally to a member’s beneficiary(s), recognising they too could be in a position of vulnerability when engaging with us. Any reference to member(s) within this policy should also be taken to consider beneficiary(s).

In this section

What is vulnerability

Any person can become vulnerable. Member vulnerability can be defined as a member’s (or their beneficiaries) circumstances which makes them less able to manage their own affairs, more at risk of harm, loss, or disadvantage, either personal or financial, than a typical member.

GESB has regard to both situational and structural vulnerability where:

  • Situational vulnerability is temporary and context-specific, stemming from a member’s immediate circumstances. It may impair their ability to make informed decisions, safeguard their wellbeing, or effectively manage challenges.
  • Structural vulnerability refers to systemic issues—like unequal access to healthcare, education, or financial services—acknowledging not all challenges are personal or temporary and some members face persistent barriers beyond their control.

Vulnerable member types

The following member types and/or situations (including but not limited to) can be vulnerable:

  • Age or frailty
  • Disability
  • Family violence
  • Low level literacy
  • Financial distress
  • Elder abuse
  • Financial abuse
  • First Nations identity
  • Natural disaster
  • Non-English-speaking backgrounds
  • Isolation
  • Incarceration
  • Unemployment
  • Homelessness (or housing instability)
  • Mental health conditions or poor mental health
  • Beneficiaries with limited capability in dealing with deceased estates
  • Limited capacity of a member making a claim (either through their insurance held within their superannuation account or from their superannuation benefits where they do not hold insurance or both. Additionally finding they don’t have insurance when making a claim).

Vulnerability is often multi-layered where circumstances occur in combination rather than being attributed to a single factor.

Our principles and how we support vulnerable members

Our principles for supporting our vulnerable members aim to ensure that vulnerable members are treated with dignity, respect and compassion and are provided with the right support to enable them to be capable decision makers.

We will provide support to all our members with authenticity, empathy and understanding. We aim to be trusted by our vulnerable members, so they have confidence to disclose their situation to us. This will enable us to facilitate the support they need to the same level that other members receive. To support these actions, we provide:

Training and resources

We will ensure that our staff and staff of our service providers have the appropriate education and training to identify and support members experiencing vulnerability. We will also ensure that all staff have access to up-to-date resources to support our members.

Easy to understand communications

We will communicate (no matter the channel) in an easy-to-understand language style, which makes sense and simple for members to take actions or next steps, with consideration to vulnerable members’ needs.

Equal access to services

We recognise that vulnerable members living in regional or remote communities may not be able to provide us with documents or undertake assessments in the timeframes we set. We will work with our service providers to implement appropriate arrangements relevant to the circumstance (for example extending timeframes, claim telehealth appointments).

We remain alert to identifying signs that may indicate that a member is vulnerable.

In some circumstances we may escalate our vulnerable member’s enquiry, contact, or request to a senior staff member to help provide the support required.

If a member self-identifies or we identify a vulnerable member we will review additional support and assistance requirements, and where appropriate, discuss this with them. We will ask the vulnerable member for permission to keep a record of the support or assistance required so that it can referenced in the future to support the member if needed.

We understand vulnerable members are more likely to be the subject of a scam or fraud. We remain alert to identifying such signs so that we can provide additional support.

Supporting members in compassionate or financial hardship situations

Providing support and simplification of the application process for members needing to access their superannuation on compassionate or hardship grounds.

Providing dedicated support services

Through our service providers we have a dedicated reception support service with a specialist member consultant to assist members in vulnerable circumstances who are seeking assistance with processes relating to accessing super in retirement, deceased estates, compassionate grounds, financial hardship or insurance claims.

Supporting members in abusive circumstances (financial abuse, family violence)

Providing support and simplification of the application process for members needing to access their superannuation on compassionate or hardship grounds.

In supporting these members, we will be alert to identifying signs that may indicate they are under duress or within an abusive situation and provide them with the appropriate support dependent on the circumstances.

Collaboration with support services

We may also seek the member’s permission to refer them to an external service provider with expertise applicable to their circumstances. We have identified a number of free referral services available and review them to ensure relevancy and add new ones as appropriate. Our service providers have an up-to-date reference guide for differing support services available to the wider community and will refer members to relevant providers depending on the situation.

If a vulnerable member tells us or we identify that they require assistance from someone else, we will recognise this and allow for it in all reasonable ways after receiving permission from our member for this to occur.

This includes making available accessibility services including, but not limited to:

  • Venue accessibility
    For our members to have the same opportunities to attend, access and participate in our events, catering for specific needs (for example facilities for hearing impairment or wheelchair access).
  • National Relay Service (NRS)
    For members who cannot hear or speak. Depending on the needs of our members, the NRS provides support including ability to change voice to text, text to voice, AUSLAN to English or English to AUSLAN.
  • Translating and Interpreting Service (TIS)
    Where a member’s communication in English is a barrier (or their person assisting them), we help by arranging a TIS provided by the Department of Home Affairs.
  • Information in different formats
    Information in different formats (such as accessible PDF, electronic format, large print, audio or Braille), can be provided.
  • Identification requirements
    Where members require support to meet our identification requirements for certain transactions, we will use alternative customer identification methods that are acceptable to AUSTRAC to support members who do not have standard forms of identification.
  • Web accessibility standards
    To ensure our digital services and tools are accessible for members, we will comply with the latest version of the Web Content Accessibility Guidelines (WCAG) to AA level.
Page last updated 06 November 2025

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