Domestic and Family Violence Assistance

Domestic and Family Violence Support Statement

 

Your safety is our priority

At Moose, we understand that domestic, family, and sexual violence can affect anyone in our community. This can include physical, sexual, emotional, and/or psychological abuse. Domestic and family abuse can also involve situations of technology facilitated abuse or financial abuse, which are both serious forms of domestic and family abuse where someone uses money or technology to gain power or control over their partner (or relative). We are committed to providing support to customers who may be experiencing these difficult situations.  

Our Commitment to You

We recognise that telecommunications services can sometimes be misused as part of domestic, family, or sexual violence. If you are affected by these circumstances, we want to help you stay safe and connected. You are not alone. We will listen, support you and work with you to provide assistance that meets your needs. We have dedicated policies and procedures in place to protect the safety and privacy of affected persons.  

How We Can Help

If you’re experiencing domestic, family, or sexual violence, we’re here to support you. You may be eligible for: · Urgent reconnection or a new service if your existing service has been suspended or disconnected · Protection from disconnection or restriction of your service because of domestic, family, or sexual violence · Financial assistance to help manage bills or account-related debt (where relevant) · Safe account access, including updating your contact details and controlling who can access your account · Flexible and safe communication options so you can choose how and when we contact you · Confidential support, so you won’t need to explain your situation multiple times · Enhanced account security to help protect your services and personal information You do not need to provide evidence or documentation to access support related to domestic, family, or sexual violence.  

Getting Support

If you need assistance related to domestic, family or sexual violence: Call us on: 07 3521 6282 Weekdays 9 am to 7 pm and Weekends and Public Holidays 10 am to 5 pm Email us at: [email protected] Request a call back: 07 3521 6282  

Accessibility and Language Support

If you are Deaf, hearing or speech impaired: Contact us via the National Relay Service on 1300 555 727 (Voice Relay users) or see www.accesshub.gov.au Spoken language interpretation: if you require a spoken language interpreter, you can call the Australian Government’s Translating and Interpreting Service on 131 450 (personal account required, fees apply). When you contact us, please let us know that you are seeking support related to domestic, family or sexual violence. Our staff are trained to handle these situations with care and confidentiality. You may also choose to nominate a trusted support person, advocate, or counsellor to contact us on your behalf. We will work with them at your direction to support your safety and privacy.  

Privacy and Confidentiality

Your privacy and safety are extremely important to us. Information about domestic, family, or sexual violence is handled securely and confidentially. Access to this information is restricted to specially trained staff and is used only to provide support and protect your services. We will only share information where required by law or with your consent.  

External Support Resources

If you need immediate help or specialist support services, please contact: National Domestic Violence Helpline: 1800 RESPECT (1800 737 732) 1800 Respect provides support for all Australians directly or indirectly experiencing, or at risk of experiencing, sexual assault, domestic or family abuse. Emergency Services: 000 Lifeline: 13 11 14 Lifeline provides 24/7 crisis support, local domestic violence and legal assistance services, and financial counselling or emergency accommodation providers. 13YARN: 13 92 76
A First Nations crisis support line available 24/7. Free and confidential service available in all states in Australia and the Torres Strait Islands. Rainbow Sexual, Domestic and Family Violence Helpline: 1800 497 212
For anyone in Australia who is from LGBTQ+ communities who has recently or in the past experienced sexual, domestic, or family violence, For more information about domestic and family violence support services in your area, visit:

• 1800RESPECT: www.1800respect.org.au
• White Ribbon Australia: www.whiteribbon.org.au

 

Financial Support

Moose recognises that domestic and family violence, as well as non-domestic sexual violence, can make it difficult to keep up with 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 Payment Assistance Policy page for how we can help.  

Our Ongoing Commitment

We are committed to reviewing our policies, procedures, training, and support services for customers affected by domestic, family, and sexual violence on a regular basis to ensure they continue to meet the needs and expectations of people affected by domestic, family, and sexual violence. If you are in immediate danger, please call 000.