Domestic, Family and Sexual Violence Support
Our Commitment to Your Safety
On Q Communications recognizes the critical role telecommunications play in the safety and autonomy of those affected by domestic, family, and sexual violence (DFSV). We are committed to providing trauma-informed support that prioritizes your privacy, security, and continued access to essential services.
This Payment Assistance Policy outlines how we can support you, the assistance available, and how you can apply.
Immediate Assistance
If you are in immediate danger, please call 000.
If your service has been disconnected, suspended, or restricted, we will reverse the action without delay when requested due to a safety risk. If a direct reversal is not practical, we will offer an equivalent service to ensure you stay connected.
What is Domestic, Family and Sexual Violence?
DFSV refers to behaviors designed to isolate, monitor, dominate, or control another individual. This includes coercive control—a pattern of behavior used to deny freedom and autonomy through fear or manipulation. Our support also extends to sexual violence, whether it occurs within a domestic relationship or is perpetrated by someone outside the home.
How We Support You
We provide specialized protections designed to safeguard affected persons:
- Safe Communication: We will agree on a preferred communication method and time that is safe for you, and only use that method.
- Account Protections: You can set up a new account not linked to a perpetrator or add features like PINs and verification codes.
- No Contact with Perpetrators: We will never require you to contact or engage with an alleged perpetrator to resolve account issues.
- Trauma-Informed Handling: You are not required to provide evidence of your situation or disclose the circumstances of abuse to receive support.
- Warm Transfers: If you need to speak with specialized staff, we will explain your situation to them first so you do not have to repeat your story.
Specialist Support Services
While we handle your telecommunications needs, these organizations provide specialist crisis support and counseling:
- 1800RESPECT: 1800 737 732
- 1800ElderHelp: 1800 353 374
- Full Stop Australia: 1800 385 578
- National Debt Helpline: 1800 007 007
- Rainbow Sexual, Domestic and Family Violence Helpline: 1800 497 212
Your Privacy and Security
We treat your personal information with the highest level of confidentiality. We will not disclose information that could identify or locate you to any other person without your consent. If a privacy breach occurs, we will notify you using your agreed safe contact method within 2 days.
Complaints and the TIO
If you are not satisfied with our support, you can lodge a complaint. We treat DFSV-related complaints as urgent where there is a threat to safety, aiming for resolution within 2 working days. You may also contact the Telecommunications Industry Ombudsman (TIO) at 1800 062 058.
Domestic and Family Violence Statement
1. Purpose and Commitment
At On Q Communications, we recognise that telecommunications services are a vital lifeline. We are committed to providing a safe, supportive, and trauma-informed environment for customers experiencing domestic, family, and sexual violence (DFSV).
2. Guiding Principles
- Safety First: The physical and digital safety of the victim-survivor is our absolute priority.
- Trauma-Informed Care: We aim to reduce the “cognitive load” on customers by minimizing the need for them to repeat their stories.
- No Perpetrator Interaction: We will never require a victim-survivor to contact or interact with an alleged perpetrator to manage their account.
- Financial Autonomy: We provide flexible financial solutions to prevent economic abuse from isolating survivors.
3. Our Commitments to You
Your Safety is Paramount
If you are at risk, On Q Communications will prioritize your safety over standard commercial processes.
Immediate Reconnection
If your service has been disconnected, restricted, or suspended and you disclose a DFSV-related safety risk, we will reverse that action immediately. If a direct reversal is not practical, we will offer an equivalent service.
Information Security
We will suppress sensitive information from your bills. Calls to emergency or support services (e.g., 1800RESPECT) will not appear on your invoices.
You Only Have to Tell Your Story Once
We follow a “trauma-informed” approach to minimize re-traumatisation by using warm transfers between staff.
No Interaction with the Perpetrator
We will never require you to contact or engage with the alleged perpetrator to resolve your telco issues. On Q Communications will handle processes like moving a service, splitting an account, or resolving a debt internally to ensure your safety.
Privacy Protections
We ensure that directory listings and shared family plan features can be modified or disabled to protect your whereabouts.
4. Financial Hardship & Debt Management
Economic abuse often involves coerced debt. Our team provides:
- Debt Quarantining: Suspending debt collection while an assessment of economic abuse is conducted.
- Fee Waivers: Proactive waiving of late fees and contract break fees for customers fleeing violence.
- Payment Moratoriums: Short-term “payment holidays” to allow survivors to prioritise relocation and physical safety.
5. Technology-Facilitated Abuse (TFA) Mitigation
On Q Communications actively monitors for and mitigates the misuse of our network:
- Zero Tolerance: Use of our services to stalk, harass, or intimidate is a breach of our Terms of Service and may result in service termination for the perpetrator.
- Technical Guidance: We provide resources to help customers identify and remove stalkerware or unauthorised tracking on their devices.
6. Staff Competency and Support
- Specialist Training: All customer-facing staff undergo mandatory specialized DFSV training, refreshed annually.
- Vicarious Trauma Support: Staff handling DFSV cases have access to confidential counseling and structured debriefing sessions.
- Employee Leave: Employees experiencing DFSV are supported with paid leave to manage legal, medical, or relocation requirements.
7. How to Access Support
Safety Warning: If you are in immediate danger, please contact 000. For 24/7 counseling and support, call 1800RESPECT (1800 737 732).
Customers can contact our Specialist Care Team through the following secure channels:
- Phone: 1300 651 641 (Mon–Fri, 9am–4pm).
- Online: Use our secure web portal. We recommend accessing this via an Incognito/Private browser window.
- Direct Email: [email protected].
