Support for vulnerable customers

Everyday at TAL, we work to help Australians keep living the life they love - no matter what happens.

At TAL we are committed to supporting our customers who have unique needs or may be experiencing vulnerability, including customers experiencing financial hardship or impacted by domestic and family violence.

We recognise that everyone’s situation and needs are different and that it may be harder to access our products and services. We will treat you, your family, carer or support person with empathy, compassion and respect.

What is vulnerability?

Vulnerability can come in many forms and include a variety of factors, such as:

  • health conditions, including mental health conditions and suicidality or suicidal behaviours,

  • disability,

  • age,

  • injury,

  • domestic and family violence,

  • language or literacy barriers,

  • living in remote locations,

  • cultural backgrounds i.e. people of Aboriginal or Torres Strait Islander Status or

  • other relevant circumstances, including financial hardship.

How we can help

We understand that vulnerability is complex and that every customer is different. We’re determined to help our customers, especially during tough times. If you tell us or we identify that you need extra support to access our services due to vulnerability or unique needs we will work with you to find a suitable, sensitive and compassionate option and we will protect your right to privacy.

Here are some links where you can find out how we can support you. Alternatively, please contact us to discuss what options might be available to you.

Financial hardship

If you find yourself experiencing financial hardship, please don't hesitate to contact us.


Language services and additional support

We recognise some customers require additional support when engaging with us, and we are here to help.


Domestic and family violence

Domestic and family violence can affect anyone. We’re committed to supporting customers who may be impacted by domestic or family violence to the best of our ability.