Domestic and Family Violence Support Statement
Your safety comes first
At Telsim, we recognise the vital role telecommunications play in helping people stay safe, connected, and supported. We acknowledge that domestic and family violence (DFV) can affect anyone and can take many forms. We ensure customers impacted by domestic or family violence receive support that is confidential, compassionate, and delivered with dignity.
Our Commitment
Keeping our customers connected, safe, and in control of their services is our top priority.
This statement outlines how Telsim supports customers who may be experiencing domestic or family violence, including physical or sexual abuse, emotional or psychological abuse, financial or economic abuse, and technology facilitated abuse, such as harassment, monitoring, or control using telecommunications services.
We recognise that DFV can be experienced by people of all genders, sexual orientations, ages, cultures, abilities, and socio economic backgrounds.
Your wellbeing and uninterrupted access to telecommunications services matter most to us. If your service is restricted, suspended, or disconnected and you have concerns about your safety, support is available to help keep you connected.
Depending on your needs and individual circumstances, we can urgently reverse service restrictions or provide an equivalent telecommunications service to ensure continued connectivity.
How We Can Support You
When you let Telsim know that you are experiencing, or maybe experiencing, domestic or family violence, we will work with you to find solutions that suit your individual situation.
Our dedicated support team is specially trained to assist customers affected by domestic and family violence. Support options may include, subject to your situation:
Reviewing and updating contact details and controlling who has access to your account
Transferring or taking ownership of a service
Removing services, you no longer need
Relocating services to a new address
Setting up a new account or service to help you make a fresh start
Technology‑Facilitated Abuse
Telsim recognises that technology can sometimes be misused to intimidate, harass, monitor, or control others.
Using Telsim services for abuse, stalking, harassment, or coercion is strictly prohibited and breaches our terms of service. Where misuse is identified, we will take appropriate action.
Examples of technology facilitated abuse may include repeated unwanted calls or messages, accessing an account, voicemail, or device without consent, using tracking software or spyware, and threatening or intimidating behaviour via phone, SMS, or online platforms.
We are committed to helping customers disrupt unwanted contact and regain control of their services.
Financial Hardship Support
We understand that domestic and family violence, as well as non‑domestic sexual violence, can make it difficult to keep up with payments.
Customers affected by these circumstances may be eligible for financial hardship assistance in line with the Telecommunications (Financial Hardship) Standard 2024.
Support options may include flexible payment arrangements or other tailored assistance. Our team will discuss available options with sensitivity and confidentiality.
How to Contact Telsim for Support
If you need assistance or would like to discuss available support options, please contact our customer support team for more information.
If you or someone you know is affected by domestic or family violence, our dedicated support team is here to help. You can contact us in the way that feels safest and most comfortable for you. Support is available 7AM – 7PM – 7 Days.
Call us on 1300 835 746
Write to us at support@telsim.com.au
Visit any Telsim Retail store during their operating hours, and our team will connect you directly with the customer service team.
Visit www.telsim.com.au for more information and support options
Use the live chat feature available on the Telsim website
Open the My Telsim app, go to Profile, tap “Message Us”, and start the chat.
We are here to support you and help keep you connected safely and securely.
External Support Services (Australia)
If you are in immediate danger or feel unsafe right now, please call 000.
You may also wish to contact specialist organisations that provide free, confidential support:
1800 Respect (24/7)
Support for people impacted by sexual assault, domestic and family violence.
Call 1800 737 732 (24/7)
Visit the 1800 Respect website
Lifeline (24/7)
Crisis support and suicide prevention.
Call 13 11 14 (24/7)
Ask Izzy
Connects people to housing, financial, legal, and family violence support services.
Website: askizzy.org.au
1800 Elder Help
Support for older Australians experiencing abuse.
13YARN
A 24/7 First Nations crisis support line providing free and confidential support across Australia and the Torres Strait Islands.
Call 13 92 76
National Debt Helpline
Free, independent financial counselling.
National Disability Abuse and Neglect Hotline
Support for older Australians experiencing abuse.
Call 1800 880 052
Visit the National Disability Abuse and Neglect Hotline website
Rainbow Sexual, Domestic and Family Violence Helpline
Support for LGBTQ+ communities.
Call 1800 497 212
Visit the Rainbow Sexual, Domestic and Family Violence Helpline website
Full Stop
Trauma counselling and recovery services are provided across Australia for individuals affected by sexual, domestic, or family violence by Full Stop.
For Deaf, hard of hearing, or speech difficulties:
- Contact via the National Relay Service (NRS): 1800 452 566
- Text: 0423 677 767
- Tell the relay officer to connect you with Telsim’s dedicated support team.
- More info: accesshub.gov.au
Financial support and economic assistance
If you are experiencing economic or financial abuse, independent financial counselling may be available to you.
- Visit moneysmart.gov.au/managing-debt/financial-counselling
- Use the site to find a free Financial Counsellor near you
Our Ongoing Commitment
Domestic and family violence is unacceptable and has no place in our society. Telsim stands against all forms of abuse and is committed to supporting customers and employees affected by these issues.
We will continue to review and improve our policies, training, and support pathways to ensure we meet best‑practice standards and provide meaningful, compassionate assistance.
You are not alone. Help is available, and Telsim is here to support you.
Telsim is dedicated to continuously reviewing and updating this Domestic and Family Violence Support Statement to ensure it aligns with the latest best practices and industry standards for assisting customers affected by domestic and family violence.
