If you are in immediate danger or need urgent help, call 000.
Domestic and family violence
Family violence is abusive behaviour that one person uses to control another. It can affect how you use your phone and internet. If this happens, we may be able to help.
What we can help with
Select your situation for specific advice and steps.
- Learn more about Account and phone access
Account and phone access
Someone is using your phone or account to harm or monitor you.
- Learn more about Difficulty paying bills
Difficulty paying bills
You’re experiencing family violence and having trouble paying your bills.
- Learn more about Privacy and safety
Privacy and safety
Someone got into your account and is using your details or your provider’s privacy checks put you at risk.
- Learn more about Provider practices
Provider practices
Your provider won’t give you a service, asks you to prove abuse, or makes it hard to cancel.
Ready to make a complaint?
10-20 minutes
What we can't help with
Give you counselling or crisis support
We’re not a family violence service. For support and referrals, contact 1800RESPECT (1800 737 732). If you’re in immediate danger, call 000.
Guarantee an outcome
We work with you and your provider to get a fair result. We can’t promise what a specific outcome will be.
Tips for working with your provider
Try saying/asking:
- I’m a victim of family violence and I need help with…
- How can you help me set up a new account without telling the person causing me harm?
- Someone is making changes to my account and I want to stop them.
- Please help me change how I prove who I am when I contact you.
Not making progress? Get us involved
10-20 minutes
Your safety comes first
For confidential domestic and family violence support, contact 1800RESPECT (1800 737 732). Their trained counsellors are available 24 hours a day, 7 days a week.
Contact 1800RESPECT
If you are not ready to seek support right now, you can continue reading this page and come back to these services whenever you need them.
Get more support
Free, confidential help is available.
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How we've helped others
Read more about Mary needed reliable internet for her security cameras- Domestic and family violence
- Faults
Mary needed reliable internet for her security cameras
When Mary’s internet service failed repeatedly, it put her safety at risk. We worked with the provider to replace faulty equipment and secure compensation for the distress caused.
Read more about Consumer in financial hardship receives debt waiver and credit file correction- Customer service and sales
- Domestic and family violence
Consumer in financial hardship receives debt waiver and credit file correction
After a telco failed to provide hardship support and listed a default on Charissa's credit file, we helped with removal of the default, debt from collections and excess charges.
Read more about Vanessa received a debt notice for phones bought by an abuser- Domestic and family violence
- Privacy
Vanessa received a debt notice for phones bought by an abuser
Vanessa was left with debts from phones she didn’t authorise. We investigated the identity fraud, helped correct the records, and ensured unfair charges and defaults were removed.
-
Read more about We worked with Sparrow Net to improve its account security process- Privacy
- Domestic and family violence
We worked with Sparrow Net to improve its account security process
Existing account security process was not always suitable for consumers who were experiencing family violence
-
Read more about Mary needed reliable internet for her security cameras
- Domestic and family violence
- Faults
Mary needed reliable internet for her security cameras
When Mary’s internet service failed repeatedly, it put her safety at risk. We worked with the provider to replace faulty equipment and secure compensation for the distress caused.
-
Read more about Consumer in financial hardship receives debt waiver and credit file correction
- Customer service and sales
- Domestic and family violence
Consumer in financial hardship receives debt waiver and credit file correction
After a telco failed to provide hardship support and listed a default on Charissa's credit file, we helped with removal of the default, debt from collections and excess charges.
-
Read more about Vanessa received a debt notice for phones bought by an abuser
- Domestic and family violence
- Privacy
Vanessa received a debt notice for phones bought by an abuser
Vanessa was left with debts from phones she didn’t authorise. We investigated the identity fraud, helped correct the records, and ensured unfair charges and defaults were removed.