Domestic and Family Violence Assistance Policy.
Need help? We’re here.
Are you in immediate danger?
Call 000 if you need help right now. If you think someone may be monitoring your device, exit from
this document and website, delete it from your browser history and visit this website and document
from a computer, tablet or smartphone that isn’t being monitored.
Your safety is our priority and commitment
The purpose of this policy is to provide you with information on how we can help support you if you
are impacted by domestic and family violence. At Telstra, we want to build a connected future
where everyone can be safe, especially those in vulnerable circumstances.
Domestic and family violence is the use of violent, threatening, coercive or controlling behaviours by
an individual against a family member(s), or someone with whom they have, or have had an intimate
relationship with, including carers, and can happen to anyone. Telecommunication is a huge part of
our lives, so we want to help to make sure you can always be connected when you need to be.
How we can help
If you’re experiencing or have just left a domestic and family violence situation, there are ways we
can help you to stay safely connected. Our contact centre team is trained to identify affected
customers and make a referral to our SAFE team for further help.
Our specially trained SAFE team can help with protecting your privacy and security. You can contact
the SAFE team on 1800 452 566 between 8am and 7pm, Monday to Friday (NSW/VIC time zone).
Alternatively, if you’d like a call from the SAFE team, please complete this form.
Our Specialised Team
Our contact centre team members and SAFE team are trained to be aware of and understand the
nature and consequences of domestic and family violence and our policy. Our team will work with
you in a respectful and appropriate way, will check with you about how you want to proceed and will
not ask for proof of your situation before providing assistance.
Your information is safe
If you let us know that you are affected by domestic and family violence, we won’t disclose anything
you tell us to another person. We have a secure process, designed to ensure you do not need to
explain your situation to us each time you contact us. We will be guided by the information you
provide to us and provide you with assistance to support your safety.
If you have a preferred way for us to contact you, let us know and we will use that method to
contact you. If that is not possible for us, we will tell you about other ways we can contact you in a
safe way. We are committed to protecting your privacy, keeping your information, and ensuring the
security of your data in accordance with The Privacy Act 1988 (Cth) and the Australian Privacy
Principles. For more information on how we collect use, store, and disclose personal information,
visit https://www.telstra.com.au/privacy.
What if I am having trouble paying my bill?
We understand that your situation may make it hard for you to pay your bill. Let us know if this is
the case so that we can look at how we can help you. We will provide financial hardship assistance
where possible and provide you with a tailored response.
You can find a copy of the Hardship Policy here: Telstra-Financial-Hardship-Policy.
Before we take any debt recovery action against you, we will consider the impact of that action on
you and whether someone else might be responsible for your outstanding bills and usage.
Other organisations who might be able help you
In an emergency or if you’re not feeling safe, always call 000
If you need any further support, we have set out below some external support services available
across Australia.
This list is not exhaustive.
Organisation What they do Contact details
Organisation What they do Contact Details
Government
Department of Social Provide counselling and https://www.dss.gov.au/women/help-
ishere-
Services access
campaign or 1800RESPECT (1800 737
to support services. 732)
Services Australia Centrelink, Medicare, 13 28 50 (multilingual) or 13 12 02 or
visit their website at
Child Support Services.
www.servicesaustralia.gov.au
Family Relationships Online An Australian Government https://www.familyrelationships.gov.au/
initiative
which provides information
on dealing
with family & domestic
violence, including
family violence law help
Legal
National Legal Aid Provides links to legal aid www.nationallegalaid.org
commissions in
each of the states and
territories.
Community Legal Centres Provides a list of community www.clcs.org.au/findlegalhelp
Australia legal centres
near you that may be able to
help.
Wellbeing
National 1800 RESPECT line The national sexual assault, 1800 RESPECT
domestic and
family violence counselling
service.
Family Relationship Advice 1800 050 321
Relationships Australia Provides relationship support 1300 364 277
www.relationships.org.au
services
for individuals, families, and
communities,
including counselling, family
dispute
resolution and family and
community
support and education
programs.
Lifeline 24/7 crisis support. Short- Call - 13 11 14
Text - 0477 13 11 14
term support
for people who are feeling
overwhelmed or
having difficulty coping.
Financial
National Debt Helpline A not-for-profit service that 1800 007 007
helps people tackle their debt
problems. Professional
financial counsellors offer a
free, independent, and
confidential service
If you are unhappy with our suggested outcome, you can lodge a complaint through either the My
Telstra app or telstra.com/complaints or call us on 13 22 00 and say ‘‘Complaint’’.
Contact us
If you have any questions about the Domestic and Family Violence Assistance Policy, you can
contact us on [email protected]
