Westpac has today announced a partnership with One Stop One Story (OSOS) Hub, providing important support to customers experiencing financial hardship and family and domestic violence (FDV).
Led by Thriving Communities Australia, the OSOS Hub enables frontline workers from essential services, government and community organisations to connect people experiencing vulnerability to various support services through a single, secure platform.
The initiative simplifies the process for people accessing multiple service providers and reduces the emotional burden of having to repeatedly recount personal circumstances. Once referred through the platform, customers will be connected to Westpac's Priority Assist team without needing to take further action.
Westpac Priority Assist is a dedicated specialist function that supports customers experiencing vulnerability, including those affected by FDV and financial hardship. Demand for this support is increasing as more customers seek assistance during times of financial and personal difficulty.
At the same time, financial abuse, a form of FDV, is increasingly showing up in everyday banking interactions, with Westpac blocking an average 56,000 abusive messages in digital transactions each month.
Kate Fowler, Westpac's Head of Customer and Business Assist, says the demand underscores the critical role banks can play in identifying and responding to financial abuse.
"Financial abuse is a deeply harmful form of family and domestic violence that often goes unseen," Fowler said.
"It can show up in subtle ways including through language, control of finance or through patterns of behaviour, but the impact is significant and deeply distressing for those experiencing it.
"People reaching out for help are often dealing with multiple services at once, which can be overwhelming during an already challenging time. The One Stop One Story Hub brings organisations together in a more coordinated way to make the process simpler and more accessible, so people can focus on getting the support they need."
Thriving Communities Australia CEO, Ciara Sterling said: "Everyone deserves access to support that is simple, safe and responsive to their circumstances. We're delighted to welcome Westpac to the One Stop One Story Hub, strengthening a growing network of organisations working together around the needs of the person.
"Banks play an important role in that network, and Westpac's commitment reflects the value of cross-sector collaboration in creating better pathways to support."
The partnership builds on the bank's support of Good Shepherd, supporting individuals impacted by family and domestic violence, and Fitted for Work, which helps women experiencing unemployment and underemployment.
Learn more about the OSOS Hub here.
