Domestic and family violence support
How the support team helps you stay safe and connected if you're affected by domestic or family violence.
Summary
Section titled “Summary”Domestic and family violence can be physical, sexual, emotional or psychological, and can include financial control or technology-facilitated abuse. Whatever form it takes, the support team is committed to helping you stay safe and connected to your support network.
Your provider has policies and procedures to support customers affected by domestic or family violence, including a Domestic and Family Violence Policy. You’ll find the policy on your provider’s website (Legal page).
Your safety comes first
Section titled “Your safety comes first”When you tell the support team you’re experiencing, or at risk of, domestic or family violence, they first check:
- Is it safe to continue this conversation?
- Is it safe to change your account details?
- Is it safe to change service details?
Your safety guides every next step. The support team is trained to understand the dynamics and impact of domestic and family violence. They treat your situation with sensitivity, respect your preferences, and don’t ask for proof before offering help.
Keeping you connected
Section titled “Keeping you connected”If your service has been restricted, suspended or disconnected and you tell the support team your safety is at risk, they’ll urgently work to remove the restriction if possible. If the service can’t be restored, they’ll offer an equivalent service so you’re not left without support.
Who it applies to
Section titled “Who it applies to”Anyone affected by domestic or family violence, whether or not you’re the account holder.
How to request help
Section titled “How to request help”The support team will always try to find a solution that suits your needs.
If you’re the account holder, they may be able to:
- change your call, SMS or internet plans
- cancel your services
- give you a new phone number
- move your account from postpaid to prepaid
- restore a service cancelled for non-payment (if available)
- offer financial hardship assistance or a payment arrangement
- update or remove authorised contacts
- add extra authentication steps for more security
If you’re not the account holder, they may be able to:
- set up a new account with a new phone number
- offer a new prepaid service
- look at moving a service to a separate account in your name
Financial pressure
Section titled “Financial pressure”Financial hardship can be part of domestic, family or non-domestic sexual violence. You may be eligible for support under the Financial hardship policy.
Contacts
Section titled “Contacts”Contact the support team in whatever way feels safest for you. You don’t need to explain your situation in detail; say you need help under the domestic and family violence policy.
- Phone: call the support number shown in the portal under Support › Support tickets, or on your provider’s website. Monday to Friday, 9:00 am to 5:30 pm.
- Support ticket: in the portal, go to Support › Support tickets and click New ticket. See Support tickets.
- Callback: ask the support team to call you back at a time and number that’s safe for you.
If you can’t safely sign in to the portal (for example, someone else controls the account), call the support team from a phone that only you can access.
Accessibility support
Section titled “Accessibility support”- Deaf, hard of hearing or speech impairment: contact the support team through the National Relay Service (NRS) on 1800 555 660.
- Speech-to-speech relay: call 1300 555 727.
- Another language: use the Translating and Interpreting Service (TIS National). Their phone numbers are on the TIS National website.
Other support services
Section titled “Other support services”These organisations can also help. This isn’t a complete list, but it’s a good place to start.
| Service | What they do | Contact |
|---|---|---|
| 1800RESPECT | 24/7 support for people affected by domestic, family or sexual violence | 1800 737 732 |
| StandbyU Foundation | Building safer lives through human connection | 1800 069 010 |
| Kids Helpline | Free 24/7 counselling for young people aged 5 to 25 | 1800 551 800 |
| National Debt Helpline | Free financial counselling | 1800 007 007 |
| 1800 ElderHelp | Support for older Australians | 1800 353 374 |
| Full Stop Australia | Support for people affected by violence | 1800 385 578 |
| Disability Abuse Hotline | Report abuse of people with disability | 1800 880 052 |
| Rainbow Helpline | Support for LGBTQ+ people | 1800 497 212 |