Support for Customers Affected by Domestic, Family or Sexual Violence
If you are in immediate danger, call emergency services on 000.
If you are experiencing domestic, family or sexual violence, we are here to support you.
Our commitment to your safety
Fone Dynamics Pty Ltd ACN 166 195 946 has policies and procedures in place to protect the safety, privacy and wellbeing of consumers affected by domestic and family violence or non-domestic sexual violence.
We recognise that access to safe and reliable telecommunications is essential for safety, connection and recovery. We are committed to supporting affected persons in a respectful, trauma-informed way and to keeping consumers connected to their services wherever possible.
Keeping you connected
If your telecommunications service has been restricted, suspended or disconnected and you tell us this raises concerns about your safety, we will act as a matter of urgency to reverse that action. If reversal is not practical, we will offer an equivalent telecommunications service where available.
Financial hardship support
We recognise that domestic, family or sexual violence can be a reason for non-payment. Consumers affected by DFSV may be entitled to financial hardship assistance under the Telecommunications (Financial Hardship) Standard 2024. We will work with you to discuss available support options.
How we can support you
With your consent, we can provide additional support which may include:
- agreeing on a safe way and time to contact you
- applying a confidential DFSV safety flag to your account
- taking extra steps to protect access to your personal information
- reviewing fees, charges or credit actions that may affect your safety
You do not need to share details of the violence to receive support.
How to contact us
You can contact us for confidential assistance during business hours:
- Email: support@fonedynamics.com.au
- Phone: 1300 924 701
Accessibility support is available:
- National Relay Service: via the Access Hub
- Interpreting services: Translating and Interpreting Service (TIS National) on 131 450
You can request a call-back and let us know your preferred and safest way to communicate.
External support services
You can also access free, confidential support from specialist services, including:
- 1800RESPECT - 1800 737 732 (24/7 counselling and support)
- Full Stop Australia - 1800 385 578 (24/7 sexual, domestic and family violence support)
- Lifeline - 13 11 14 (24/7 crisis support)
- 13YARN - 13 92 76 (24/7 First Nations support)
Further information
Our DFSV Customer Policy provides more detail about how we support customers experiencing domestic, family or sexual violence and is available on our website.