Where a customer discloses, or the insurer identifies, a need for extra support, the insurer works with them as early as practical to find a suitable, sensitive option, encourages disclosure, protects privacy and explains available support. Support from a lawyer, a consumer advocate, an interpreter, a relative, a carer or a friend is recognised in all reasonable ways, interpreters are arranged and paid for, and processes recognise the authority of a support person where possible. Customers who need help meeting verification and identification requirements, especially Aboriginal and Torres Strait Islander people, those from non-English speaking backgrounds and those affected by family violence, are supported flexibly in line with AUSTRAC guidance while legal obligations are met.
The graph holds this control, the 0 it maps to, and the evidence behind each claim, over MCP and REST.