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Domestic and family violence

In effect from 1 July 2025

The TIO expects providers to treat victim survivors of domestic and family violence with care and sensitivity.

Victim survivors may face more challenges than others navigating their safety, finances and essential services, including phone and internet. It is critical that providers meet the needs of each individual victim survivor.

Good industry practice encourages providers to be proactive, timely and accessible. This means having systems and policies that equip staff to take a flexible and tailored approach to communications, billing and other complaint issues.

The TIO’s Good Industry Practice Guide on Domestic and Family Violence covers:

  • Financial hardship
  • Flexibility and tailoring services
  • Identification processes
  • Policies, processes and supporting material
  • Clear pre-sale information and responsible selling
  • Contract and account information
  • Billing and payments
  • Credit assessments, credit reporting, other credit issues.
Download the Good Industry Practice Guide on Domestic and Family Violence (176KB)

Free, fair and independent help for phone and internet complaints.

The Telecommunications Industry Ombudsman acknowledges the traditional custodians of the land throughout Australia and their continuing connection to land, culture and community.
We pay our respects to Elders past and present, and extend our respect to Aboriginal and Torres Strait Islander Peoples from all nations of this land.