DOMESTIC AND FAMILY VIOLENCE ASSISTANCE
Your safety is our priority
Goodtel is committed to supporting customers who are experiencing domestic, family or sexual violence. We recognise that this can happen to anyone, regardless of gender, sexuality, culture, age or background, and that it can be difficult to talk about. Domestic and family violence can include physical, sexual, emotional or psychological abuse, and can also involve technology facilitated abuse or financial abuse, where someone uses technology or money to control a partner or family member.
We have policies and procedures in place to protect the safety of customers affected by domestic or family violence, and this statement sets out how we can support you.
OUR COMMITMENT TO YOU
Keeping you connected to your Goodtel services and keeping you safe is our priority. If your service has been restricted, suspended or disconnected and you have concerns about your safety, we will urgently reverse this action, or offer you an equivalent service, wherever possible.
HOW WE CAN SUPPORT YOU
Depending on your circumstances, our support team can help with
Reviewing and updating your contact details and who has access to your account
Changing your mobile number to a new number
Transferring or taking ownership of a service into your name
Removing services you no longer need
Moving your service to a new location
Setting up a new, standalone account for a fresh start, not linked to anyone else
FINANCIAL SUPPORT
We understand that domestic, family or sexual violence can make it difficult to keep up with payments. You may be eligible for support under our Financial Hardship Policy, in line with the Telecommunications (Financial Hardship) Standard 2024.
If you think someone is monitoring your devices
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Other support available
1800RESPECT: 1800 737 732
For anyone experiencing sexual assault, domestic or family violence.
1800 ElderHelp: 1800 353 374
Support and advice on elder abuse.
Full Stop: 1800 385 578
Trauma counselling and recovery for sexual, domestic or family violence.
National Debt Helpline: 1800 007 007
Free financial counselling.
National Disability Abuse and Neglect Hotline: 1800 880 052
Report abuse and neglect of people with disability.
Rainbow Sexual, Domestic and Family Violence Helpline: 1800 497 212
Support for LGBTQIA+ communities.
Goodtel is committed to reviewing and updating this statement regularly to reflect current best practice in supporting customers affected by domestic and family violence.