Domestic, Family and Sexual Violence Support

Activ8me acknowledges the serious and lasting impacts of domestic, family and sexual violence. We’re committed to protecting and supporting our customers who may be affected by these issues.

This policy outlines the support currently available to affected persons— those experiencing, or at risk of experiencing, domestic, family or sexual violence, or anyone requiring additional protections due to the impacts of such violence.

It applies to all current and former Activ8me customers who believe they may be affected.

Our Commitment

Activ8me is actively working to implement enhanced support processes in line with the Telecommunications (Domestic, Family and Sexual Violence Consumer Protections) Industry Standard 2025.

These protections will be fully in place by 1 January 2026, including access to specialist staff and dedicated care pathways. Until that time, we’re providing a range of interim support services to help safeguard and support affected persons.

Support Currently Available

Our priority is to help keep you safe while ensuring you stay connected to essential services like your internet.

To support this, we currently offer the following measures:

Dedicated Support Team
Our staff are available and trained to respond to affected persons with discretion, empathy, and care. All interactions are handled confidentially and securely.
Phone: 13 22 88 (Weekdays 8am – 8pm, Weekends 8am – 5pm AEST/AEDT – Vic time)
Email: specialistcare@activ8me.net.au
Online: using the form below
Non-English-Speaking customers can call the Government Interpreter Service Line on 131 450 for assistance
If you have a disability and need help understanding our process, please call the National Relay Service on 133 677
Individuals who are deaf or hard of hearing can also use the National Relay Service to communicate by calling 133 677
For payment assistance, please see our Payment Assistance Policy which can be found here:: https://www.activ8me.net.au/policy/payment-assistance-policy

You can ask us to contact you in a safer way, such as using a different phone number or email address, or request that we block another person from accessing your account.

What Actions Can We Take?

Account Protection: We can strengthen your account security by applying extra safeguards to prevent unauthorised access and protect your personal information.
Payment Assistance: If your situation affects your ability to manage bills, we offer flexible payment arrangements and tailored financial hardship support.
Find out more here: https://www.activ8me.net.au/policy/payment-assistance-policy
Priority Assistance: If your safety is at risk, your request may be prioritised for faster and more urgent support.
Service Suspension or Plan Flexibility: We may be able to provide temporary service changes or pauses without penalty if needed for safety or financial reasons.

External Support Services

While we provide internal support, we also encourage affected persons to reach out to the following free and confidential services.

Calls from mobile phones may be subject to your provider’s standard mobile usage, but these are generally toll-free numbers within Australia.

Full Stop Australia

Phone: 1800 385 578
Website: www.fullstop.org.au
Support: Professional counselling for anyone affected by sexual, domestic or family violence.

National Debt Helpline

Phone: 1800 007 007
Website: ndh.org.au
Support: Free and confidential financial counselling.

National Disability Abuse and Neglect Hotline

Phone: 1800 880 052
Website: https://www.dss.gov.au/help-and-support-disability
Support: Confidential reporting and support for people with disability who may be experiencing abuse or neglect.

Rainbow Sexual, Domestic and Family Violence Helpline

Phone: 1800 497 212
Website: http://fullstop.org.au/get-help/our-services/rainbowviolenceandabusesupport
Support: 24/7 confidential support for LGBTQ+ individuals and their supporters impacted by domestic, family or sexual violence.

Your Privacy Matters

All information shared with us will be treated with the highest level of confidentiality. Staff members responding to affected persons are bound by strict privacy and confidentiality obligations.

Policy Review and Duration

This policy will be reviewed regularly and updated as required to ensure it remains in line with our obligations under the Telecommunications (Domestic, Family and Sexual Violence Consumer Protections) Industry Standard 2025.

This interim policy will remain in effect until 31 December 2025 and will be replaced by our full support framework on 1 January 2026.