Domestic & Family Violence Support

SpinTel acknowledges the serious and often hidden impacts of domestic and family violence. We recognise that access to secure and reliable telecommunications is essential for the safety and support of people affected, and we are committed to handling each case with care, discretion and responsiveness.

We have procedures and policies in place to protect the safety of people affected by domestic, family or sexual violence. Our commitments include:

• Keeping affected persons connected to their telecommunications services, and where a service has been restricted, suspended or disconnected and a safety concern is raised, we will urgently reverse that action or, if that is not practical, offer an equivalent service.
• Recognising that domestic, family violence and non-domestic sexual violence can be a reason for payment difficulty — affected customers may be eligible for Payment Assistance.
• Explaining how customers can contact us for assistance, including available contact methods and arranging call-backs.
• Providing information on how to access support from one or more third-party domestic and family violence support organisations.

We are dedicated to regularly reviewing our policies, procedures, training, and support services to ensure they remain effective and responsive for customers impacted by domestic, family, or sexual violence.

If you let us know that domestic, family or sexual violence is affecting you, we can provide additional support, including:

• Helping you maintain access to essential services where there is a safety concern.
• Communicating with you only in ways and at times you tell us are safe.
• Managing your account sensitively to help reduce risk, including limiting information shown on bills or records.
• Ensuring you are not required to contact an alleged perpetrator to manage or resolve account issues.
• Payment assistance in coordination with our Payment Assistance Policy.

Any information you share with us about domestic, family or sexual violence will be handled sensitively and confidentially.

If you have concerns about your safety or privacy on the device you use to contact us, you may wish to search for guidance on how to clear browser data and remove call logs from your device.

Our specialist care team is here to help. You can reach us through the following contact methods:

If you would like additional help, the following free and confidential services are available 24/7:

• 1800RESPECT

  National counselling service for people affected by domestic, family or sexual violence. Free, confidential, and available 24/7.

  call 1800 737 732
• Lifeline

  24/7 crisis support and suicide prevention service providing confidential assistance to anyone in emotional distress.

  call 13 11 14
• National Debt Helpline

  Free, independent financial counselling for people struggling with debt or financial hardship.

  call 1800 007 007
• National Disability Abuse & Neglect Hotline

  Support and reporting line for people with disability experiencing abuse, neglect or exploitation.

  call 1800 880 052
• QLife

  Confidential support and referral service for LGBTQIA+ people, including peer support and counselling.

  call 1800 184 527