Lesson 3 – Permanent, Temporary and Situational Vulnerability

Customer vulnerability can take different forms. Understanding these distinctions helps staff provide proportionate support.

Permanent or long-term vulnerability

A permanent or long-term circumstance is likely to continue for an extended period and may consistently affect how a person accesses services.

Examples may include:

1. A physical disability;
2. A significant visual or hearing impairment;
3. A learning disability;
4. A long-term mental-health condition;
5. A cognitive impairment;
6. A serious long-term illness; or
7. Limited literacy.

The customer’s needs should not be assumed. Two people with the same condition may require entirely different forms of support.

Temporary vulnerability

A temporary circumstance may affect someone for a limited period.

Examples include:

1. Bereavement;
2. A short-term illness;
3. Recovery from surgery;
4. Temporary financial hardship;
5. A recent accident;
6. Pregnancy-related health difficulties;
7. A period of acute anxiety;
8. Relationship breakdown; or
9. Sudden unemployment.

Temporary vulnerability can still have a serious effect on the person’s ability to manage a transaction.

Situational vulnerability

Situational vulnerability arises because of a particular event, environment or transaction.

Examples include:

1. A first-time buyer unfamiliar with the purchase process;
2. A tenant facing unexpected homelessness;
3. A customer who cannot access an online application system;
4. A person required to make an urgent decision;
5. A customer who does not understand property terminology;
6. A landlord dealing with a serious emergency at a property; or
7. A person communicating in a language that is not their first language.

Overlapping vulnerability

A customer may experience more than one form of vulnerability.

For example, a customer may be:

1. Recently bereaved;
2. Unfamiliar with property transactions;
3. Experiencing financial pressure; and
4. Unable to use MyEstate’s online systems.

The combination of these factors may create a greater need for support than any single factor considered in isolation.