Firstly, if you or someone you know is or has been affected by domestic and family violence, we are here to support you.
Phone and internet access has become a necessity in our everyday lives. We understand that access to a phone & internet is often even more important for those who are currently experiencing domestic and family violence as well as survivors of domestic and family violence. They can be a lifeline, but also a tool of control, and the financial hardship often facing those escaping a violent situation can impact their telecommunications services.
More are committed to supporting our customers who are experiencing or have experienced domestic and family violence.
Domestic and family violence can take many forms.
In the context of telecommunications – it can be referred to as ‘technology facilitated abuse' and can look like the following:
- Monitoring phone calls, social media and emails without the knowledge and approval of someone.
- Loading spyware onto a computer or mobile device to monitor a person without their knowledge.
- Using technology to track the location of someone, for the purposes of monitoring, control or stalking.
- Accessing accounts such as email, social media, or messaging to monitor or impersonate someone.
- Logging in (without permission) and monitoring account activity including information on phone bills and internet usage or closing services to cut someone off from their contacts.
How we can support you
Our Customer Service team can refer you to specialist team members who have been trained to assist people who are experiencing domestic and family violence. We will treat you with respect and empathy, and we will do everything we can to help, while also complying with our industry guidelines.
Some of the ways we can support you, include:
- Reviewing who is authorised to access your account.
- Adding additional security measures to your account, such as a PIN or Password.
- Updating the Password, you use to access the Self Care Portal.
- Providing payment plans or other support. For more information on financial support available, check out our Financial Hardship Policy.
We recommend calling our team on 1800 733 368 to discuss your individual needs and how we can help. Please be assured that none of the information you share with us will be disclosed to anyone else, even if they are authorised on the account – unless you give us permission to do so.
The following services specialise in working with and supporting people affected by domestic and family violence.
IMPORTANT: If you are in immediate danger, call Triple Zero (000) for Police and Ambulance help.
1800 737 732
This is a 24-hour national sexual assault, family and domestic violence counselling line for any Australian who has experienced, or is at risk of, family and domestic violence and/or sexual assault.
Individuals can also access local support services and search the internet using Daisy, a free app developed by 1800RESPECT that protects user privacy.
· Google Play Store
· Apple Store
1300 789 978
Supports men and boys who are dealing with family and relationship difficulties. 24/7 telephone and online support an information service for Australian men.
Kids Help Line
1800 55 1800
Australia wide free 24/7, confidential and private counselling service specifically for children and young people aged 5 to 25 years.
Elder Abuse Help Line
1300 651 192
Outside QLD: 07 3867 2525
Free information and support services for people who experience or witness the abuse of an older person. Operating hours vary.
Financial Counselling Australia
1800 007 007
Access free resources and advice from a private financial counsellor.
13 11 14
Anyone across Australia experiencing a personal crisis or thinking about suicide can call 13 11 14, or text 0477 13 11 14 at night (6pm-midnight AEDT).
1300 224 636
Information and support to help everyone in Australia achieve their best possible mental health, whatever their age and wherever they live.
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