Help with domestic and family violence issues
If you are a victim survivor of domestic and family violence, you can expect support from your provider that recognises your situation and puts your safety first.
The most common complaints we see from victim survivors involve:
- financial hardship and account issues
- unwanted contact from a perpetrator
- outages or connection problems
- a perpetrator accessing an account without authorisation
- privacy and safety issues
- problems with provider policies, advice and conduct.
We will not ask for evidence of domestic and family violence. To help resolve the complaint, the information we may ask you or your provider for could include:
- what you told your provider and what you asked for
- actions your provider has taken and the impact on you and your phone or internet services
- what you agreed to or what you understood from what your provider said
- outstanding charges and the circumstances that led to those charges
- the status of a debt.
We also take provider obligations into account, including privacy laws and telco-specific rules about domestic and family violence.
We will also be flexible where your situation makes it harder for you to meet timeframes or provide information.
More information about domestic and family violence issues
Read our Good Industry Practice Guide for domestic and family violence
Phone or internet complaints impacted by family violence
Tips for phone and internet consumers experiencing family violence
How we've helped consumers with domestic and family violence issues
Case study: We worked with Sparrow Net to improve its account security process