Telling your story once: NAB partnership makes it easier to access family violence support

07 May 2026

People going through domestic and family violence often have to explain what they're experiencing again and again, to different services, different organisations, and sometimes different people within the same organisation.

Retelling their story can be exhausting and distressing, especially when there's no continuity between who they speak to or where they turn for help.

A new NAB partnership aims to change that.

NAB has joined the One Stop One Story Hub in partnership with not-for-profit Thriving Communities Australia. With a customer's consent, the hub allows people to tell their story once, so selected organisations can coordinate support around them without asking them to relive it each time.

What this means for customers

One Stop One Story, is designed to help customers benefit from:

• having to retell their story fewer times
• a reduced stress navigating multiple organisations
• a faster, more coordinated support
• a more respectful and human experience when seeking help.

Jocelyn Turner, NAB Executive Customer Services, said the partnership aims to remove barriers for people experiencing domestic and family violence and financial abuse.

"When someone is experiencing domestic and family violence, reaching out for support can be an incredibly difficult step," Ms Turner said. "This partnership helps ease that burden, so people can access help sooner, with greater care and sensitivity."

Thriving Communities Australia CEO Ciara Sterling said One Stop One Story is designed to put choice and respect first.

"No one should have to re-tell their story when accessing essential service support.  Too often, people are required to navigate complex systems and repeat their story across multiple touchpoints," she said.

"The One Stop One Story Hub puts people at the centre of support, reducing the burden of navigating complex systems at moments of vulnerability. It removes barriers to accessing support and creates a simpler, safer way for people to get help when they need it most."

Thriving Communities Australia brings together banks, telcos, utilities, government and community organisations through the One Stop One Story Hub.

NAB's participation builds on its long-standing partnership with Thriving Communities Australia to better support customers experiencing vulnerability through more coordinated, human support.