Members Experiencing Vulnerability Policy
1. Introduction
We recognise that our members 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 and supportive approach when assisting them.
2. 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 member1.
A member’s (or their beneficiaries') vulnerability may be due to a range of factors including (but not limited to):
- Age
- Disability
- Family violence
- Low level literacy
- Financial distress
- Mental health conditions
- Aboriginal or Torres Strait Islander identity
- Natural disaster
- Non-English-speaking backgrounds
- Isolation
- Incarceration
- Dealing with the estates of deceased members
Vulnerability is often multi-layered where circumstances occur in combination rather than being attributed to a single factor.
3. Principles for supporting our vulnerable members
Our principles for supporting our vulnerable members aim to ensure that vulnerable members are treated with dignity, respect and compassion and recognised as capable decision makers.
Empathy and understanding
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.
Identifying support needs
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.
Working with the member’s support person
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.
Escalating support needs
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. We may also seek the member’s permission to refer them to an external service provider with expertise applicable to their circumstances.
4. Making it easier for our vulnerable members
Easy to understand communication
We will ensure that our communication materials use easy to understand language, are easy to access and accommodate our vulnerable members’ needs.
Where possible we will make content available in alternative formats.
Our website and Member Online functionality will comply, at a minimum, with the Web Content Accessibility Guidelines (WCAG) 2.0 level AA. We will comply with the WA Government Accessibility and Inclusivity Standard. We will also prioritise HTML over PDF formats online, where possible.
Translating and interpreting service
If communication in English is a barrier for our members, we will arrange a translator or interpreter into their preferred language at no cost to them.
National Relay Service
We will work with the National Relay Service (NRS) team to support our members who are not able to hear or speak. Depending on the needs of our member, the NRS can change voice to text, text to voice, AUSLAN to English or English to AUSLAN.
Meeting identification requirements
We recognise that some vulnerable members may require support to meet our identification requirements which are necessary 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.
Assisting members with insurance claims
Insurance claims can be difficult to work through particularly where the claims are complex. Our dedicated Insurance Claims Consultants (ICC) will assist our vulnerable members to understand our and/or the Insurer’s requirements and complete and submit claims forms. Our ICCs will also case manage the member’s claim through to a decision being made, providing them with regular updates as to the progress of the claim or any other requirements that may arise.
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 members and our Insurer to implement appropriate arrangements including extending timeframes.
Supporting members who wish to lodge a complaint
We will assist our vulnerable members to access our complaints handling process and will assist them to lodge their complaint.
Providing members with age-appropriate support
In supporting our older and ‘elder’ members, if we identify that they are having difficulty accessing information and online forms, we will make these documents available in an alternative method such as in hard copy and/or via post. In supporting these members, we will be alert to identifying red flags that may indicate that they are having difficulty with our requirements and processes or being scammed or defrauded so that we can provide additional support.
Supporting members in compassionate or financial hardship situations
We will provide support and simplification of the application process for members needing to access their superannuation on compassionate or hardship grounds.
5. Training our staff
We will ensure that our staff and staff of our service provider, who interact with our members 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.
6. Review
This policy will be reviewed every three years or more frequently if required.
1 Source: Australian Institute of Superannuation Trustees, ‘Developing a Vulnerable Member Policy: Guidance Note’, available at www.aist.asn.au.
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