PreventX: TIO lessons learned and shared about family and domestic violence

15th Apr 2026

The PreventX conference progresses Australia’s efforts to prevent domestic, family and sexual violence (DFSV). With phone and internet services playing an increasingly significant role in both safety and harm, the Telecommunications Industry Ombudsman (TIO) brought essential expertise to the table.

Why PreventX matters

The annual PreventX conferences are the largest gatherings of practitioners in the prevention of DFSV in Australia. PreventX conferences are a unique opportunity to learn from experts, advocates and the lived experiences of victim survivors and community workers.

The TIO’s presence at PreventX 2026 facilitated important conversations about how telco systems can better protect victim survivors, where risks still arise and what effective resolution and accountability look like.

At the TIO’s exhibit, attendees could learn how the TIO helps when a victim survivor can’t resolve a phone or internet complaint. The team also shared clear guidance on what people should expect from telcos, including:

being believed when they disclose family violence
having their accounts protected from unauthorised access
being supported through flexible options like payment plans or debt waivers.

These expectations are at the heart of the TIO’s work on individual complaints, in the policy space and in systemic investigations that aim to improve outcomes for victim survivors.

What the TIO learned at PreventX

TIO Community Engagement Officer, Melanie, attended several sessions exploring the drivers of domestic and family violence and the role organisations can play in prevention. She said the experience reinforced just how important it is for all service providers, including telcos, to listen closely to people’s needs.

“PreventX brings together voices from all corners of the sector, and it’s a reminder that no single organisation solves these issues alone. Every insight shared helps us strengthen how we work together to support people.”

She also reflected on the importance of keeping pace with community expectations.

“What really stood out to me was how quickly things evolve – people’s lives, their circumstances, and the challenges they face. It’s clear how important it is for telcos and complaint services like the TIO stay responsive and flexible.”