Supporting a domestic violence survivor through financial hardship

Published on 27 January 2026

Vicki* had recently escaped a seven-year relationship marked by domestic violence and financial control. 6 months after leaving the shared property, she discovered a significant electricity debt in her name – accumulated while she was under financial duress.

Vicki contacted her electricity provider several times, seeking to have the debt waived or to arrange a payment plan. Despite her efforts, she was repeatedly promised a callback that never came. Each call forced her to relive her trauma, leaving her feeling unheard and unsupported.

Disheartened about her experience, she approached EWOQ for help.  

Here's how EWOQ helped

When Vicki reached out to EWOQ, we stepped in to advocate on her behalf. We liaised directly with her electricity provider, highlighting her circumstances and requesting that the debt be waived due to the financial control she had experienced. 

Outcome

As a result of our intervention, the electricity provider agreed to waive the full $1,786 debt. Vicki expressed deep gratitude for the support and relief of having the matter resolved.

Vicki’s experience highlights the importance of trauma-informed customer service and the need for energy providers to have clear processes for supporting customers affected by domestic and family violence.  

What can you do?

If you or someone you know is experiencing domestic or family violence, support is available. Contact DVConnect on 1800 811 811 or 1800 RESPECT on 1800 737 732 (24 hours a day, 7 days a week).

For advice on tech-based domestic, family and sexual violence, read the eSafety Commissioner's online safety checklist.

*name changed to protect privacy.