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Telecommunications Industry Ombudsman
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Provider practices

You’re experiencing family violence, and your provider’s policies don’t help you or make things worse. Maybe your provider asks you to prove the abuse or makes it hard to cancel. If so, your provider should follow its family-violence policy and avoid causing you more harm.

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Your safety comes first

If you are in immediate danger or need urgent help, call 000.

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.

TIPS

How you can work with your provider on its practices

  1. Tell your provider how its actions impacted you

  2. Ask your provider how it can change the way it works to make you safe

  3. Tell your provider what would help you right now

EXPECTATIONS

What we expect your provider to do

If you report a privacy or safety issue, your provider should:

  • Listen and respond

    Your provider should listen to how its practices impact you, and change them. They should never ask you to prove abuse.

  • Be flexible

    Your provider should adapt its processes to suit your situation.

  • Prevent more harm

    Your provider should do what it can to prevent more harm.

  • Protect your information and safety

    Your provider should keep your details private and follow its family violence policy.

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OUR CONSIDERATIONS

We look at what your provider did, what it told you, and if they did enough to help.

  • What your provider did when you raised the issue

  • If your provider followed its family violence policy

  • If your provider’s practices add to the harm

POSSIBLE OUTCOMES

Depending on your issue, we may ask your provider to...

  • Adjust its practices

    Adjust processes to prevent risk and make things easier.

  • Train its staff

    Train staff to support people experiencing family violence.

  • Follow its policy

    Follow family-violence policies when consumers say they’re experiencing abuse.

  • Prevent more harm

    Take steps to keep you safe and prevent more harm.

How we've helped others