Client Support, Accessibility & Assistance

Interpreter & Translation Services

Need an interpreter?

If English is not your preferred language, you can let us know.

We can discuss the communication options available to you. You can also access the Australian Government’s Translating and Interpreting Service (TIS National).

TIS National

Phone: 131 450

TIS National provides interpreting services in more than 150 languages.

When contacting TIS National:

1. Call 131 450.
2. Tell the operator your preferred language.
3. Ask to be connected with the organisation or person you need to speak with.

If you require language assistance when dealing with Risk Assist Australia, please tell us so we can discuss an appropriate way to communicate with you.

National Relay Service

Hearing or speech difficulties?

If you are Deaf, hard of hearing or have a speech or communication difficulty, you can use the National Relay Service (NRS) to communicate with us.

The NRS provides a range of communication options, including:

• Voice Relay;
• TTY;
• SMS Relay;
• NRS Captions;
• Video Relay; and
• NRS Chat.

National Relay Service

Voice Relay: 1300 555 727
TTY: 133 677
NRS Helpdesk: 1800 555 660

You can ask the NRS to contact Risk Assist Australia on your behalf.

If you need assistance choosing the appropriate relay service, the NRS Helpdesk can provide further information.

Financial Difficulties & Financial Counselling

Experiencing financial difficulty?

We recognise that changes in personal or business circumstances can sometimes make it difficult to meet financial commitments or manage insurance arrangements.

If you are experiencing financial difficulty that may affect your insurance, please contact us as soon as possible.

We can discuss your circumstances and explain the options available within our role as your insurance broker.

We do not provide financial counselling. However, independent financial counselling is available through the National Debt Helpline.

National Debt Helpline

Phone: 1800 007 007

The National Debt Helpline provides free and confidential financial counselling to people experiencing financial difficulty.

Financial counsellors can help you understand your financial situation, consider available options and identify other services that may be able to assist.

If you require an interpreter, you can contact TIS National on 131 450 and ask the interpreter to connect you with the National Debt Helpline.

Important

Contacting us about financial difficulty does not mean that we can automatically change your insurance arrangements, premiums or payment terms.

Any changes to your insurance or payment arrangements will depend on the circumstances, the relevant insurer and the terms of your policy.

If you are experiencing financial difficulty, contacting us early may help us understand your circumstances and explain what options may be available.

Family & Domestic Violence Support

If family or domestic violence is affecting you

We understand that family and domestic violence can affect many aspects of a person’s life, including their ability to manage financial and insurance matters.

If family or domestic violence is affecting your ability to communicate with us or manage your insurance, you can let us know.

You only need to provide information that is relevant to the assistance you are seeking.

If you need specialist support, 1800RESPECT provides confidential support for people affected by domestic, family and sexual violence.

1800RESPECT

Phone: 1800 737 732
Text: 0458 737 732

1800RESPECT provides support 24 hours a day, 7 days a week.

Online chat and other support options are also available through 1800RESPECT.

Immediate danger

If you or someone else is in immediate danger, call Triple Zero (000).

Your safety and privacy

If contacting a support service could create a safety concern, consider whether it is safe to make a phone call, send a text message or access support information from your current device.

If you need assistance with an insurance matter because of family or domestic violence, please tell us what assistance you need and we will discuss how we may be able to help within our role.

Mental Health Support

Support is available

Dealing with an insurance claim, financial difficulty, property loss, business interruption or another significant event can be stressful.

If you are finding it difficult to cope or need someone to talk to, support is available.

Lifeline

Phone: 13 11 14
Text: 0477 13 11 14

Lifeline provides crisis support across Australia 24 hours a day, 7 days a week.

Online crisis chat is also available through Lifeline.

If you are in immediate danger or require emergency assistance, call Triple Zero (000).

If you do not speak English, Lifeline advises that you can use TIS National on 131 450 and ask the interpreter to connect you with Lifeline.

People with hearing or speech difficulties can use the National Relay Service to contact Lifeline.

Additional Assistance From Risk Assist Australia

Tell us what you need

You do not need to know exactly what type of assistance you require before contacting us.

If something is making it difficult for you to access or manage your insurance, please speak with us.

Depending on your circumstances, we may be able to assist with matters such as:

• explaining insurance information in clearer terms;
• discussing documentation or information we require;
• allowing additional time to provide information where appropriate;
• discussing alternative ways of communicating with you;
• assisting with the initial management of a claim;
• liaising with the insurer on your behalf; or
• directing you to an appropriate external support service.

Any assistance we provide will depend on the circumstances and the services we are able to provide in our role as your insurance broker.

Important Information

Risk Assist Australia is an insurance broker. We do not provide:

• emergency services;
• medical or mental health treatment;
• domestic or family violence counselling;
• financial counselling; or
• legal advice.

The external organisations referred to on this page operate independently of Risk Assist Australia.

If you require specialist assistance, we encourage you to contact the relevant service directly.

For an emergency, call Triple Zero (000).

Useful Support Contacts

We’re Here to Help

At Risk Assist Australia, we believe that accessing insurance should be as straightforward as possible.

If you need additional assistance because of your circumstances, please talk to us.

We will listen, explain what we can do within our role as your insurance broker, and where appropriate, help you identify other services that may be able to provide specialist support.

Risk Assist Australia
Charter Group General Insurance Pty Ltd
AFSL 329733

Office: 101, 69 Holbeche Road, Blacktown NSW 2148
Phone: 02 9622 0018
Email: enquiries@riskaa.com.au