Additional Client Support

We recognise that at different stages of life, our clients may encounter situations that increase their risk of experiencing loss, harm, or disadvantage. During these times, they may benefit from additional support and care. Vulnerability can be short-term or ongoing, and it can affect anyone, at any time, due to a wide range of personal or external factors including but not limited to:

• age;
• disability;
• financial distress;
• mental health conditions;
• physical health conditions;        
• family violence;
• language barriers;        
• literacy barriers;
• cultural background;
• Aboriginal or Torres Strait Islander status; or      
• remote location.

JMD Ross Insurance Brokers are committed to supporting clients experiencing vulnerability by ensuring they receive the service needed. We’ll work with our clients or their representative to find the best way to help.

We understand discussing personal circumstances can be difficult. Our clients be treated with empathy, and personal information will be handled in line with our Privacy Policy.

Should you or someone you are representing require additional support, we may refer you to the following:

Translating and Interpreting Services

Where practicable, we will provide access to an interpreter if you ask us to, or if we need an interpreter to communicate effectively with you. We will record if an interpreter is used or if there are reasons we are unable to arrange one.

JMD Ross Insurance Brokers has engage TIS National (Translating and Interpreting Service) to assist our clients or third parties that require additional assistance with language.

To find out more, click on the following link https://www.tisnational.gov.au/ or call 1800 131 450 and ask for assistance in your preferred language.

National Relay Service

Where a customer or third party requires contact to be via the National Relay Service (NRS), the following contact details are provided to assist you in contacting us:

• For Voice relay users: call 1300 555 727, then ask for 02 9906 1199
• For TTY relay users: call 133 677, then ask for 02 9906 1199
• For SMS relay users: call 0423 677 767

Financial advice/counselling

For free, confidential and independent financial advice, clients can contact Financial Counselling Australia. Contact can be made by visiting their website http://www.financialcounsellingaustralia.org.au  or through contacting the national financial counselling hotline on 1800 007 007.

Additional support

Where a customer or third party requires additional support from someone else (for example a lawyer, consumer representative, interpreter or friend), then we will recognise this and allow for it in all reasonable ways and recognise their authority to act as a support person.

Supporting agencies

The below table outlines the contact details for various supporting agencies and the types of services they provide.

Always call 000 if you or your family members are in immediate danger.