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Summary of recommendations
Recommendation 1 Develop AER guidance such as a standard family violence policy or guideline with minimum standards in consultation with the community sector, and require the AER to approve family violence policies which go beyond the minimum standards. Recommendation 2 Family violence policies be mandatorily reviewed every two years, with an independent process to ensure that the policy is fit for purpose. Recommendation 3 Retailer family violence policies on websites should be available in community languages and multiple accessible formats. Webpages containing information about family violence should have quick exit buttons. Recommendation 4 All employees, contractors, agents and board members of the business must be required to maintain an understanding of family violence, the role that essential services have in exacerbating family violence, and how retailers can best assist victim-survivors. Recommendation 5 Retailers be required to report on process indicators to demonstrate their progress to achieving outcomes. Recommendation 6 More guidance needs to be given around expectations of retailer competency regarding family violence and these expectations must be enforceable by the AER so that victim-survivors receive appropriate and consistent responses. Recommendation 7 Retailers be required to consider how family violence affects victim-survivors with disability and/or chronic health conditions, and/or are from First Nations, culturally and linguistically diverse, recently arrived migrants and LGBTIQA+ and how best to address their needs. Recommendation 8 Requiring security deposits be prohibited for affected customers. Recommendation 9 Preclude recovery of debts from family violence victim-survivors in financial hardship. Recommendation 10 Require retailers to consider and clearly communicate a) the impact of debt recovery on victimsurvivors and b) options for managing this impact.
