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How we can help

Speak to our Wellbeing Team

We're here to help customers impacted by domestic and family violence and financial abuse.

You can speak confidentially to a specialist Firstmac Customer Wellbeing team member about your current situation if you're experiencing financial abuse.

Available times

You can speak with the Customer Wellbeing team* on 1300 538 488 between 8:30am-5:00pm, Monday to Friday (AEST). We are available on public holidays excluding national public holidays where we'll respond on the next business day.

*Please note, our Customer Wellbeing team are not counsellors, they are experienced customer care consultants here to chat to you in confidence and assist you with managing your loan.

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Our Policy
Our internal policy is built on the below principles:
1. Recognising

DFV can occur in any relationship and can affect people of all cultures, religions, ages, genders, sexual orientations, educational backgrounds and income levels. Some groups are more vulnerable to DFV include women, culturally and linguistically diverse, LGBTIQA, First Nation people or people with a disability.

Customers may not disclose or recognise they are suffering from financial abuse. Staff should be alert to the following signs of potential financial abuse from customers on phone calls or in other communications:

2. Responding

Customers may be in significant distress, in fear for their personal safety, homeless or residing at temporary accommodation. We will be flexible and accommodating in considering requests from customers in circumstances of financial abuse to meet the individual needs of each customer.

We’re committed to ensuring the confidentiality and privacy of customers and staff, and all records will be kept confidential.

3. Communicating

We prioritise the safety and wellbeing of our customers and those affected by DFV. It is important for our staff to understand that it can be a challenging time for customers when they choose to disclose their experience of DFV. It is also important for our customers to:

  • Feel heard and only need to make this disclosure once. Staff will ensure that notes kept on file will remain confidential and will reduce the need for customers to re-tell their story.
  • Have confidential and respectful interactions with our staff
  • Be certain their personal information is kept confidential and safe
  • Are provided with time and information to help them consider their options and make informed decisions

DFV Flags

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Has concerns about protecting their personal privacy, safety or security of their accounts

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Expresses reluctance to involve the other co-borrower when seeking a hardship variation or other assistance

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Discloses concerns that financial services/accounts have been acquired in their name without their knowledge or consent

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Sounds distressed or scared

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Discloses the existence of an intervention order, domestic and family violence or equivalent

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Can be heard taking instruction/s from their partner or another party

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Remain silent while their partner or another party does all the talking

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Does not understand or is not aware of recently completed transactions or loans in their name

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Asks questions about the other account holder’s behaviour or activities

In an emergency contact 000


Family Support

Family Relationship Advice Line
phone icon 1800 050 321
Child Protection Helpline
phone icon 132 111
Elder Abuse Hotline
phone icon 1300 652 192 web icon
Translating and Interpretiang Service
phone icon 131 450 web icon
Services and Practitioners for Elimination of Abuse (SPEAQ)
web icon

Legal Support

Community Legal Centres (CLC)
web icon

Financial Support

Useful Apps

Daisy App icon

Daisy App

Daisy is 1800Respect's app for women experiencing domestic abuse to connect them with local support.

Sunny app icon

Sunny app

Sunny is 1800Respect's app for women with disability who have experience violence and abuse

Help me app icon

Help me app

Help me is designed to help anyone, including children, increase safety.

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