Financial Abuse Support

This page is for people experiencing financial abuse. Here you’ll learn about the steps you can take to protect your banking and what you can do if you’re in financial difficulty. If you're in immediate danger, call 000.

How we can help

Our staff are trained to assist and support members who may be experiencing financial abuse or other personal challenges. We will provide extra care tailored to your individual circumstances. If you tell us you’re experiencing family violence or financial abuse, we will protect your confidentiality and safety — we won’t share what you tell us with anyone else. We’ll work with you to provide support and manage your banking needs safely.

Setting up safe banking

There are things we could do straight away to help you feel safer if you are experiencing financial abuse or someone is controlling your money. We can: 

• Set up your own accounts 
• Update your details so your accounts are only accessed by you
• Update your accounts so statements and bank information is sent to a safe address or email address
• Update your passwords and account security so only you can access them
• Create a new membership and accounts if your information has been compromised or not safe
• Order new visa debit or credit cards
• Support with deregistering a device and/or assist with removing PayID
• Assist with your banking service such as Internet banking or changing direct debits

How to contact us safely

You can reach us by phoning during business hours, Monday to Friday 9:00am to 5:00pm. If you share an account or another person can access your details, it may be best to call as they may be able to see what you’ve written – for example in an email you send. 

If you prefer not to call, you can contact SWSbank by the following:

• Email care@swsbank.com.au
• Phone (02) 6384 1111
• Visit any of our branches‍

If you’re deaf or find it hard to hear or speak on the phone, you can contact us through the ‍National Relay Service. Simply become a registered user of the service, then dial 133 677 and ask for 132 888. Alternatively:

• Speak and Listen users phone 1300 555 727 then ask for 132 888
• NRS Chat users (previously known as Internet Relay) can make calls on the NRS app or on the NRS Chat Call page (ask for 132 888)

What is family violence?

Family violence (also called domestic violence) is any violent, threatening, coercive or controlling behaviour that occurs in a family or relationships, including past relationships.

It can happen to anyone, regardless of gender, age, ethnicity, sexuality or financial situation and refers to violence between family members such as partners, parents and children, siblings and more.

What is elder abuse?

Older people can be vulnerable as they often depend on others for help with financial tasks and decisions. Forms of abuse can occur often through people who are trusted including family members, support workers, carers, guardians and strangers. A common example of elder financial abuse is coercion, intimidation and misuse of Power of attorney or Guardianship.

What is financial abuse?

Financial abuse is a form of family violence that involves the use of power, control or manipulation over someone’s finances or financial situation. Signs of financial abuse can include: 

• Denying you access to your own finances, bank accounts and financial records
• Preventing you from working or studying
• Threatening to stop supporting you or your children
• Encouraging you to hand over control of assets you own
• Making you take out loans or credit cards in your name that are for someone else, or guarantee a loan
• Controlling all the decisions about how money is spent in your household
• Using joint debts to stop you leaving a relationship
• Asking you to explain all your spending
• Taking out loans or credit cards in your name, without you knowing
• Not paying their share of joint loans or delaying property settlements to cause you financial stress or hardship.

Useful links and information

1800RESPECT (1800 737 732) – a free, confidential family violence and sexual assault support service that operates 24 hours 7 days a week. A free confidential online chat service is also available.

Lifeline (131 114) – 24-hour crisis support and suicide prevention service. 

My Aged Care (1800 200 422) – links to state and territory elder abuse resource centres, plus information on how to get help, support and referrals.