Abusers are using energy and water accounts to stalk, control and punish domestic violence survivors, and safeguards are urgently needed to stop putting lives at risk, a report warns.
It calls for a national investigation into privacy breaches by utility providers, and for all energy and water companies to adopt terms and conditions banning the misuse of products and services for financial abuse.
Some companies are inadvertently disclosing safe addresses or failing to prevent abusers from manipulating debt and account access, report author Catherine Fitzpatrick of the UNSW School of Social Sciences said.
"Imagine fleeing a violent partner, only to have your safe new address revealed by your energy or water company. Imagine being chased for years for utilities debt run up in your name," Adjunct Associate Professor Fitzpatrick said.
"It's still happening despite regulatory protections. Unless businesses act now to introduce stronger safeguards, they risk being the weak link that puts lives in jeopardy".
The report, commissioned by the Essential Services Commission Victoria, draws on case studies and data from victim-survivors, financial counsellors, specialist women's safety services, industry, ombudsmen and regulators.
"Victim-survivors regularly cited living in fear that their new address or contact details would be inadvertently provided or deliberately intercepted via online accounts or post box," Assoc Prof Fitzpatrick said.
They faced issues at every point on the customer journey, from account set-up, management and closure, to customer service contact for support and solutions for their circumstances.
"Additionally, domestic abusers are misusing utilities to control, manipulate, frustrate and punish victim-survivors both during the relationship and after it has ended … it's appalling and astonishing," Assoc Prof Fitzpatrick said.
The report says victim-survivors should not be required to contact perpetrators to close or amend accounts, or bear the burden of proof to obtain support, and all staff should be trained in how to recognise signs of abuse and refer customers safely.
It also advocates for reform of joint liability rules that leave survivors with debts incurred under duress.
The report is part of a series of discussion papers by Assoc Prof Fitzpatrick, who has been examining how the finance and modern essential services sectors can play a key role in preventing economic harm.
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