We’re here to help

Momentum is committed to supporting customers experiencing family violence, or who are at risk of experiencing family violence (affected customers). This policy sets out our holistic approach to providing support to affected customers in a respectful, sensitive and empathetic way, including:

  • recognising their circumstances are personal to them, and that family violence can include a broad range of behaviours
  • engaging and consulting with affected customers to provide beneficial outcomes
  • empowering them with support to manage financial impacts and secure their personal information, and
  • letting them know about the financial support available to them.

We stand against all forms of family violence

If a personal relationship makes you feel unsafe or powerless, you may be experiencing family violence. It can take many forms – from physical and mental abuse to financial or psychological control – and it can happen to anyone from any background. If you’re in this situation, remember it’s not your fault, and know that we’re here to support you.

If you’re experiencing family violence, please visit 1800respect.org.au or call them on 1800 737 732.

If you’re in immediate danger, call 000

Our approach

First steps

  • If you indicate you’re an affected customer you’ll enter our dedicated Keeping Momentum program.
  • We will never ask you to provide documentary evidence of family violence.
  • To reduce the need for you to repeatedly explain your circumstances to us, once you’re in the Keeping Momentum program, you’ll deal only with the Keeping Momentum team, who have the background and experience to help.
  • The Keeping Momentum team can be contacted directly on 1300 415 375, Monday to Friday 8am – 6pm.

Privacy and security

  • Within Momentum, affected customers’ information can only be accessed by limited, authorised personnel on a need-to-know basis.
  • With your consent, we provide limited information about you (and never the fact that you’re an affected customer) to third parties who are essential to us selling energy to you – including energy distributors and mail house providers.
  • We’ll engage with you through your preferred communication method at times that suit you.
  • You can add a separate password requirement in addition to our standard account access controls.

Training and staff awareness

  • All Momentum employees undertake family violence awareness training.
  • Our customer-facing employees are given additional training to make sure our conversations with affected customers are handled in a respectful and empathetic way, and our processes and policies can be deployed quickly and effectively to support them.
  • Our Keeping Momentum team receives further, specialist training to assist in handling more specific family violence situations and supporting our affected customers.

Financial assistance

All affected customers can access our payment assistance options, which include:

  • individually tailored financial arrangements
  • information on available government assistance
  • debt support (including suspension of collection activities)
  • referrals to financial counsellors, and
  • a review of plans and tariffs, taking account of any change to the customer’s energy usage patterns.

Support networks

We can also refer you to appropriate support services, external support networks and other resources, as required, including those below.

Assistance type




Immediate danger

Police, Fire or Ambulance

24 hours


Deaf or hearing/speech impairment

National Relay Service

24 hours

National relay service

(Calls are made from the website)

Translating and Interpreter service

Interpreter service

8am - 6pm (weekdays only)

1800 497 170

Family violence counselling and support


24 hours

1800 737 732


Family violence counselling and support

Full Stop Australia

24 hours


(See website for contact numbers)

Family violence support

Safe Steps

24 hours

1800 015 188


Financial/debt issues

National Debt Helpline

9:30am - 4:30pm


1800 007 007


Financial/debt issues


Website only


Legal advice

Victoria Legal Aid

8am – 6pm (weekdays only)

1300 792 387

Mental health service provider

Mind Australia


1300 286 463
(carers’ helpline)


Support services directory

(family violence support, legal support, alcohol and drug addiction support services and crisis accommodation)

Ask Izzy

Website only



It may also be helpful to read our payment assistance policy and our complaint and dispute policy.

Our family violence policy was last reviewed on April 2023 and last updated on 17 May 2023.

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