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This page provides information about the support you can expect if you are experiencing vulnerability.

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Our approach

Our approach to supporting people experiencing vulnerability is grounded in fairness, empathy and respect. We recognise that vulnerability can affect how people engage with us, understand information or meet their obligations, and that these circumstances may be temporary or ongoing.

We take the time to listen, understand individual circumstances and respond appropriately, while applying the law consistently and transparently. Understanding a person’s circumstances may not change the outcome required by law, but it can influence how we communicate, the support we provide and the way we engage.

We encourage people to contact us as early as possible if they are experiencing difficulty, or if they think they may experience difficulty in meeting their obligations, so we can better understand their circumstances and provide appropriate support. Early contact helps us understand individual circumstances sooner and consider appropriate support before issues become more difficult to manage.

Our approach is informed by the commitments set out in the RevenueSA Service Charter and supported by the guiding principles outlined in this framework.

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What this means for you

If you are experiencing vulnerability, you can expect that RevenueSA will:

  • Demonstrate empathy, respect and compassion
  • Help you feel safe and supported to share relevant information about your circumstances
  • Listen without judgement or bias
  • Take time to understand and consider your individual circumstances
  • Support you to meet your obligations, where possible, and in accordance with the law

Understanding your circumstances may not change the outcome required by the relevant legislation, but it can influence how we engage, communicate and provide support to you.

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Guiding principles

1. Accessibility and inclusion

We are committed to making our services and information accessible and inclusive for everyone.

We recognise that barriers such as language, disability, digital access, literacy, cultural background or personal circumstances can make it harder for some people to engage with RevenueSA. We aim to reduce these barriers by designing and delivering services that are easy to access and understand.

We aim to use clear, plain‑English communication, provide information through multiple channels, and design our online services to meet accessibility standards. While digital services are central to our operations, we recognise that some people may need additional or alternative support, and we will provide this where appropriate.

2. Equity, fairness and respect

We are committed to treating everyone equitably, fairly and with respect.

We apply the law consistently, while recognising that individual circumstances differ. Some people may need additional support to understand their obligations or engage effectively with us. Every interaction is unique, and we take the time to listen, understand circumstances and respond appropriately.

We treat all people with dignity and courtesy and are mindful of cultural, personal and situational factors that may affect how people engage with RevenueSA.

3. Empathy, compassion and tailored support

We are committed to empathy and compassion in our interactions with people experiencing vulnerability.

We recognise that circumstances such as financial hardship, health issues, family violence, natural disasters or other crises can affect a person’s ability to meet their obligations. We aim to create a supportive environment where people feel safe to explain their circumstances, knowing they will be listened to without judgement, and supported where possible.

Where appropriate and consistent with the law, we consider flexible or tailored approaches, such as providing additional time, adjusting communication methods, exploring alternative arrangements to support compliance and engagement, and making people aware of any relief measures, concessions, grants or other support options that may be available to assist them during periods of difficulty.

4. Transparency and accountability

We are committed to transparency and accountability in our decisions and processes.

We provide clear information about what we can and cannot do, explain our decisions, outline timeframes, and inform people of their rights, including objection and appeal pathways. We aim to ensure people understand their obligations, options and the consequences of decisions.

We hold ourselves accountable for supporting people experiencing vulnerability by explaining decisions clearly, acknowledging mistakes and correcting errors where they occur, and using feedback that helps us improve how we support people experiencing vulnerability.

5. Privacy, confidentiality and data protection

We understand that privacy and data protection are especially important for people experiencing vulnerability.

We handle personal information with care, respect and security, and only collect information that is necessary for our functions. We protect personal information in accordance with:

  • the Taxation Administration Act 1996,
  • other legislation administered by RevenueSA, and
  • South Australian Information Privacy Principles Instruction.

These mechanisms include strict secrecy and confidentiality provisions and take steps to minimise risk when handling sensitive information.

By respecting privacy, protecting personal information and applying confidentiality obligations consistently, we aim to build trust and confidence, so people feel safe engaging with RevenueSA.

6. Continuous improvement and responsiveness to feedback

We are committed to continuously improving how we identify and support vulnerability.

We regularly review our services, processes, systems and staff capability to ensure they remain effective and responsive. We seek feedback from people, stakeholders and staff, and consider emerging risks, changing community needs and evolving best practice.

These principles are designed to endure, while the way we apply them will continue to evolve. Through ongoing evaluation and improvement, we aim to strengthen outcomes for people experiencing vulnerability and maintain high‑quality service delivery.

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Other help is available

If you or someone you know needs help or has been affected by a crisis, other support channels are available.

For immediate mental health and wellbeing information and support, contact:

For debt counselling, information and support, contact:

For domestic, family and sexual violence counselling, information and support, contact:

Find out more about other support services available to you on the SA.GOV.AU website.

Find out more about crisis payments on the Services Australia website.

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Contact us