Domestic and Family Violence Policy

At Spacetalk, we recognise that experiencing domestic and family violence can have a profound impact on a person’s safety, wellbeing, and access to essential services. We are committed to providing safe, respectful, and flexible assistance to provide support to our customers experiencing domestic and family violence (DFV). We will treat all customers with respect, confidentiality, and compassion.

This Policy sets out how we do that, by prioritising your safety, protecting your privacy and connecting you to the right help, when and how you need it.

If you are a Spacetalk customer or former customer and you are affected by DFV, this Policy may apply to you.

Our Contact Details

Spacetalk
Level 2, 104 Frome Street
Adelaide SA5000
E compliance@spacetalk.co Ph: 1300 028 478
https://spacetalk.co

Our Commitment

We are committed to:

providing connection, stability, and respect to customers in vulnerable circumstances;

• (a) ensuring safe, accessible, and uninterrupted access to essential communications services;
• (b) offering flexible, trauma-informed, and secure support tailored to individual needs;
• (c) removing barriers to safety and access by listening without judgment and acting discreetly;
• (d) embedding survivor-centred, culturally responsive, and inclusive practices across our services;
• (e) upholding fair and compassionate financial hardship assistance that recognises DFV as a legitimate factor;
• (f) adapting our identity verification processes to ensure safety without compromising access;
• (g) prioritising privacy, confidentiality, and control over how information is shared;
• (h) empowering affected customers to make their own informed decisions; and
• (i) ensuring our staff are equipped to provide informed, compassionate, and confidential support.

How can we help

We offer a range of assistance measures to customers who are affected by DFV. We will always try to find a solution that best meets your needs. You do not need to provide evidence of domestic or family violence to access support under this Policy.

Depending on your circumstances some of the solutions we may be able to offer you to help you stay safe and connected include:

• (j) additional account security measures to protect personal and financial information;
• (k) tailored customer interactions with our trained staff in a safe and respectful environment for you to disclose your situation and seek assistance;
• (l) a new account or new service;
• (m) restrictions on certain debt management and collection activity;
• (n) providing contact information on external support services;
• (o) support if you are having language difficulties by arranging an interpreter to contact you directly; and
• (p) providing financial assistance and hardship support as applicable to you.