Support for customers experiencing vulnerability

At Broken Hill Bank, we understand that sometimes customers may need extra support when managing their finances. This may include older customers, customers experiencing illness or cognitive decline, customers going through difficult life events, or customers experiencing elder abuse or financial abuse.

If you need assistance, we are here to help. You can contact us on 08 8088 2199 or visit our branch to speak with one of our team.

Elder abuse and financial abuse

Elder abuse occurs when an older person is harmed, pressured, or taken advantage of by someone they trust. One common form is financial abuse, where a person’s money, assets, or financial decisions are controlled or misused without their consent.

Examples of financial abuse can include:

  • being pressured to hand over money or assets

  • someone accessing your accounts or cards without permission

  • being pressured to sign documents you do not understand

  • misuse of a Power of Attorney

  • someone taking control of your finances against your wishes

Financial abuse can be difficult to recognise, particularly when it involves a family member, friend, or carer. If something does not feel right, it is important to seek support.

Warning signs

Some signs that financial abuse may be occurring include:

  • unusual withdrawals or transfers

  • sudden or unexplained changes in how an account is used

  • pressure to add someone to an account or give access to finances

  • confusion about recent transactions or documents that have been signed

  • concerns about how a Power of Attorney is being used

  • feeling pressured or unable to make your own financial decisions

If you have concerns about your finances or those of someone you care about, please contact us so we can assist.

Powers of Attorney

A Power of Attorney (POA) is a legal document that allows another person (the attorney) to make financial or legal decisions on your behalf.

There are different types of Powers of Attorney, including:

General Power of Attorney
Usually used for a specific period or purpose.

Enduring Power of Attorney
May continue if you lose capacity, depending on the document and the law in your state or territory.

Choosing someone to act under a Power of Attorney is an important decision. You should:

  • choose someone you trust

  • understand the authority you are giving them

  • seek legal advice if you are unsure

  • review the arrangement if your circumstances change

If someone wishes to act on your behalf under a Power of Attorney, we will ask to see the legal document and confirm the authority provided before we can accept instructions.

If you believe a Power of Attorney is being misused, please contact us as soon as possible.

How Broken Hill Bank can help

If you are experiencing vulnerability, elder abuse, or financial abuse, we will:

  • treat your situation with care, dignity and respect

  • listen to your concerns and discuss available options

  • help explain how your accounts and banking arrangements can be managed safely

  • confirm the validity and scope of any Power of Attorney presented to us

  • work with you and, where appropriate, a trusted representative

  • refer you to external support services where additional help may be available

‍Broken Hill Bank is a subscriber to the Customer Owned Banking Code of Practice and is committed to supporting customers experiencing vulnerability.‍ ‍

Support services

If you need additional support, the following services may be able to help.

Broken Hill Bank
08 8088 2199
Visit your local branch or contact us through our usual channels.

1800 ELDERHelp
1800 353 374
Free national elder abuse helpline.

COMPASS – Elder Abuse Support
Information and support about elder abuse.

OPAN – Older Persons Advocacy Network
Support and advocacy for older people.

My Aged Care
Information about aged care services.

Legal Aid NSW
Legal advice and assistance.

NSW Trustee and Guardian
Information about Powers of Attorney and financial management.

National Relay Service
Available for people who are deaf or hard of hearing.

Translating and Interpreting Service (TIS National)
Interpreter services for people who require assistance in another language.

 

If you are in immediate danger

If you are in immediate danger, please call 000.

Our commitment

Broken Hill Bank is committed to supporting customers experiencing vulnerability and ensuring our services are accessible, respectful and fair for all customers.

You can learn more about the Customer Owned Banking Code of Practice here.

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