Banks and financial service providers are failing to adequately recognise the warning signs of economic abuse and family violence experienced by customers. Despite changes in recent years to banking industry guidelines including the push for widespread staff training from the Australian Bankers’ Association, a 2017 survey of 98 banks, building societies, credit unions and credit providers found an alarming lack of awareness of family violence amongst front line staff who rarely identify customers experiencing violence or are even aware of support services. Most responding institutions said they did not have family violence training for staff or plans to introduce it.
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