If your phone or internet has already been cut off
If you make an urgent request because of domestic, family or sexual violence, your telco must reconnect you or lift any suspension or restriction to your services, the first time you tell them about your domestic and family violence safety risk.
If there is a reason this can’t be done they need to provide you with an equivalent service. For example, if your number is no longer available and a new service with a new number is required for immediate connection.
If you are in financial difficulty, your telco can help you manage your payments and stay connected.
Find out more about financial hardship and payment assistance to help keep you connected.
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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 help. Under the new rules, Mel’s telco must reconnect her service the first time she asks. |
No disconnection for 30 days
If you tell your telco you are at risk of domestic, family or sexual violence, they must not disconnect, suspend or restrict your service for at least 30 days.
If you are with a large telco they must follow this rule now. Small telcos must follow this rule from 1 April 2026. You can find all large telcos listed in this table. Telcos not on this list are small telcos.
Domestic, family and sexual violence support
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Support is available when you are ready. For free confidential help, contact 1800RESPECT (24/7) on 1800 737 732 or visit 1800RESPECT. |