Support for Customers Experiencing Domestic, Family or Sexual Violence
At Australian Computer Solutions, your safety, privacy and ability to stay connected matter to us. If you are experiencing domestic, family or sexual violence, we are here to help.
If it is unsafe to speak, dial 000 and leave the line open if possible.
How we can support you
If you tell us that you’re experiencing, or may be experiencing, domestic, family or sexual violence, we will prioritise your safety, privacy and wellbeing in every interaction.
1. Choose how we contact you
You can decide the safest way for us to reach you.
You can tell us your preferred way to communicate – for example by email, phone, SMS or another safe contact method – and, if helpful, the times that are safest for us to contact you.
Once we agree on a communication method with you, we will use that method for all contact about your services.
2. Make your account more secure
We can help you manage who can see or change your services.
We can work with you to:
- update or add security PINs and passwords
- change contact details to a safer email address or phone number
- review and update who is authorised to access your account
- prevent unauthorised changes to your services
- move you to a separate account if your account is shared with the person causing you harm
You do not need to communicate with, or seek permission from, anyone you do not feel safe speaking with.
3. Getting your service restored
Phone and internet services can be critical for your safety.
If your service has been disconnected, suspended or restricted and this affects your safety, please tell us. We will work with you as quickly as we can to restore essential services.
We will not ask you to provide evidence of violence in order to request this support.
Your rights
Under the Telecommunications (Domestic, Family and Sexual Violence Consumer Protections) Industry Standard 2025, you are entitled to specific protections and support.
- to be treated with respect and care by your telecommunications provider
- to choose how and when we contact you about your services
- to receive support without needing to provide evidence of violence
- to get help to secure your account and manage who can access it
- to avoid direct contact with an abusive person in relation to your services
- to be connected or reconnected quickly if your service has been restricted and your safety is at risk
How to contact us for support
Please contact us in the way that feels safest for you. You do not need to share details you are not comfortable sharing.
Ask to speak with someone about your safety.
When you contact us, you can simply say:
“I need to talk to someone about my safety.”
We will guide you from there.
Our commitment to you
We understand that domestic, family and sexual violence can affect anyone, and that it can be difficult – and sometimes dangerous – to seek help.
Australian Computer Solutions is committed to providing compassionate, trauma-informed support to customers who are, or may be, experiencing abuse. We will continue to improve our policies, training and systems so we can better protect your privacy, security and ability to stay safely connected.