Domestic and Family Violence Policy

At Spacetalk, we recognise that experiencing domestic and family violence (DFV) can have a profound impact on a person's safety, wellbeing, and access to essential services.

We acknowledge DFV can be experienced by people of all genders, sexes, sexual orientations, religions, cultures, ages and socio-economic backgrounds.

Our commitment to you

We are committed to providing a safe, respectful, supportive and flexible environment to provide support to our customers experiencing DFV. We will treat all customers with respect, confidentiality, and compassion.

Spacetalk has dedicated policies and procedures in place to protect the safety and privacy of affected persons. This statement sets out the resources and ways we can help support affected persons who are or may be experiencing DFV.

Contact our specialist team

If you are experiencing DFV, support is available through our specialist team.

Are you in immediate danger or need help right now? Call 000  |  Call us: 1300 028 478

• Email us: compliance@spacetalk.co
• Use our online form or live chat at https://spacetalk.co/pages/contact-us

Support is available 24/7

We'll do our best to address your immediate telecommunications needs and, where additional support is required, we'll refer your case to our specialist team, who can arrange for contact at a time that suits you.

Keeping you connected

If you let us know that you are or may be experiencing DFV, we will work with you to make sure you stay connected and in control of your services.

For example,

• if your service has been restricted, suspended, or disconnected and you tell us you have concerns about your safety, we will urgently reverse the service limiting action. If reversal is not practical, we will offer you an equivalent telecommunications service.
• if you need it, support you with a fresh start by setting up a new, standalone account that is not linked to anyone else, giving you greater safety and independence.
• review and update your contact details and account access with you, so only the people you choose can manage your account.

Financial support

We recognise that DFV, as well as non-domestic sexual violence, can be a reason for not making payments. Customers affected by or in these circumstances may be eligible for financial hardship assistance in line with the Telecommunications (Financial Hardship) Standard 2024. See our financial hardship policy https://spacetalk.co/pages/payment-assistance-policy for how we can help.

External assistance

Other organisations may also be able to offer you external assistance.

 

1800 Respect

1800 Respect provides support for all Australians directly and indirectly experiencing, or at risk of experiencing, sexual assault, domestic or family abuse.

Call 1800 737 732 (24/7)
Visit 1800Respect

 

1800 ElderHelp

1800 ElderHelp is a free call phone number that automatically redirects callers seeking information and advice on elder abuse with the phone service in their state or territory. The phone line has been set up in collaboration with state and territory governments.

Call 1800 353 374
Visit 1800 ElderHelp

 

Full Stop

Offers trauma counselling and recovery services for those in Australia affected by sexual, domestic, or family violence.

Call 1800 385 578 (24/7)
Visit Full Stop

 

National Debt Helpline 1800 007 007

National Debt Helpline, get free and independent assistance by speaking to a financial counsellor.

Call 1800 007 007
Visit National Debt Helpline

 

National Disability Abuse and Neglect Hotline

A free, independent and confidential service. You can call the hotline to report abuse and neglect of people with disability in Commonwealth, State and Territory funded disability services.

The hotline is open Monday to Friday, 9 am to 7 pm AEST/AEDST, excluding Australian national public holidays.

Call 1800 880 052
Visit National Disability Abuse and Neglect Hotline

 

Rainbow Sexual, Domestic and Family Violence Helpline

The Rainbow Sexual, Domestic and Family Violence Helpline is for anyone in Australia who is from LGBTQ+ communities who has recently or in the past experienced sexual, domestic or family violence.

Call 1800 497 212
Visit Rainbow Sexual, Domestic and Family Violence Helpline

Domestic and Family Violence Policy (link to PDF of policy)


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