At Youi, we understand that there may be times in your life where you experience moments of vulnerability. We get it, and we get that vulnerability also affects different people in different ways. We also understand that you may have trouble communicating with Youi. That’s why we’ve got additional support services in place designed to help you.
How we can help
We encourage our clients experiencing vulnerability to tell us about their circumstances, so that we can work with them to identify how we can best support them. We’ll treat them with sensitivity, dignity, respect and compassion, and will work with them to provide the appropriate support. This includes referral to our Priority Assistance Team if they choose, or information on additional support services where appropriate.
If you are experiencing Vulnerability or affected by Family Violence, you can contact our Priority Assistance service on 1300 533 700 or via email firstname.lastname@example.org to discuss the support options available.
Family and domestic violence
At Youi, we recognise that domestic and family violence (DFV) is a serious issue afflicting the wider Australian community. As part of our ongoing commitment to assisting clients and employees who may be affected by it, we’ve created this document to outline ways in which we help support victims and enable them to speak out.
Youi aims to provide prompt financial hardship support to affected clients, as part of our commitment to providing extra support to clients experiencing vulnerability – including those impacted by family and domestic violence. This may include fast-tracking financial hardship requests, showing compassion when processing financial hardship applications and providing assistance and flexibility with payments owing.
Specialised Support Organisations
The following organisations are available to provide specialised and confidential help and support to clients and employees in need.
Language / Communication support
Youi offers the following services for language and communication support.
Youi’s Live Chat service can provide additional general policy and insurance support for new and existing customers via chat messaging online.
Available Monday – Friday 8:00am - 4:00pm AEST
National Relay Service.
The National Relay Service (NRS) assists people who are deaf, hard of hearing and/or have speech impairment to communicate with voice callers
- TTY users: Call 133 677 and then ask for 13 9684.
- Speak and Listen users: Call 1300 555 727 and then ask for 13 9684.
- Internet relay users: Connect to the NRS, then ask for 13 9684.
The Translating and Interpreting Service (TIS National) provides access to phone and on-site interpreting services in over 150 languages.
- Call TIS National on 131 450.
- An automated prompt will ask you which language you need. Please state the language you require.
- Once connected with an interpreter in your language, please provide your name, advise you wish to speak with Youi and provide Youi’s contact number 139 684.
- Stay on the line while the operator connects you and the interpreter through to Youi.