Telcos have to offer help to people experiencing or who may be at risk of experiencing domestic, family or sexual violence.
Support available
- Your telco can lift or reverse any disconnection, suspension or any restriction to your services if you make an urgent request because of domestic, family or sexual violence.
Mel’s story – making sure she has a phone available
Mel’s service has been disconnected. Mel asks her telco to urgently reconnect her service as she and her children are returning home to an abusive partner and she is worried that she may need to call friends, family, or her support services for assistance. Under the new rules, Mel’s telco must reconnect her fixed line service the first time she asks.
Mel’s service has been disconnected. Mel asks her telco to urgently reconnect her service as she and her children are returning home to an abusive partner and she is worried that she may need to call friends, family, or her support services for assistance. Under the new rules, Mel’s telco must reconnect her fixed line service the first time she asks.
- You do not have to deal with your perpetrator in any contact with your telco, including transferring accounts or resolving debts.
Jane’s story – changing details without contacting her ex
Jane experienced family violence. Her ex-partner coerced her into getting contracts in her name and she now has a debt for services and handsets that she does not use. Jane wants support so that she is no longer liable for the debt and contractual obligations. Under the new rules, Jane’s telco cannot require Jane to contact her ex while resolving the issue. She does not have to attend a store in person with him, participate in a group call with him, or contact him directly.
Jane experienced family violence. Her ex-partner coerced her into getting contracts in her name and she now has a debt for services and handsets that she does not use. Jane wants support so that she is no longer liable for the debt and contractual obligations. Under the new rules, Jane’s telco cannot require Jane to contact her ex while resolving the issue. She does not have to attend a store in person with him, participate in a group call with him, or contact him directly.
How to get help
Your telco must tell you how you can get support.
They must have information on their website about the support they offer to people experiencing domestic, family or sexual violence or give you contact information for a support organisation.
Your telco must respect your privacy.
People needing immediate help should call 000.
If you or someone you know is impacted by sexual assault, domestic or family violence, call 1800RESPECT on 1800 737 732 or visit 1800RESPECT.org.au.