Connecting customers experiencing hardship and domestic violence with essential supports

Delivered by the Thriving Communities Australia, the world-first digital platform provides a secure, cross-industry referral network and single access point for a wide range of assistance from essential service providers and corporate and community organisations.

Chief Customer Officer at Bendigo Bank, Adam Rowse, said joining the initiative aligned with the Bank’s community focused values and its ongoing commitment to providing proactive, empathetic customer support.

“We’re simplifying the process for customers who have had to navigate multiple, complex systems for support and have often needed to repeatedly recount difficult and traumatic personal circumstances,” Mr Rowse said.

“Initiatives such as these help us support our customers by making it simpler and safer to seek help if they’re experiencing hardship or family and domestic violence,” he said.

"At Bendigo Bank, our customers are at the centre of everything we do. By integrating with the Hub, we are proudly putting human needs at the centre, breaking down silos between corporate services and community care.”

Thriving Communities Australia CEO, Ciara Sterling, said banks play an important role in the cross-sector collaboration that creates simpler, safer pathways to support through the One Stop One Story Hub.

“The One Stop One Story Hub was co-designed across sectors to reduce the need for customers to repeatedly tell their story when seeking support,” Ms Sterling said.

“By participating in this shared approach, Bendigo Bank is helping create a more connected support system that enables customers to access support earlier, more safely and with less stress,” she said.

Bendigo Bank’s participation in the Hub complements existing customer support measures, including a specialised team to confidentially and safely support survivors of domestic and family violence, or their authorised representatives, to regain control of their finances.

For more information on the financial hardship and wellbeing support available to Bendigo Bank customers, visit www.bendigobank.com.au/support/lifes-challenges