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Spriggy Mobile

Domestic and Family Violence Statement

At Spriggy Mobile, we recognise that experiencing domestic, family and sexual violence, and non-domestic sexual violence, can have a profound impact on a person's safety, wellbeing, and access to essential services.

Domestic and family violence is any abusive behaviour used to control or harm someone in a family, or family-like, relationship. It makes a person feel afraid for their safety or the safety of another person. When children or young people witness the abusive behaviour, this is also family violence. Sexual violence is any sexual activity that happens without consent, whether or not it is within a family relationship.

We acknowledge that domestic, family and sexual violence, and non-domestic sexual violence, can affect people of all genders, sexual orientations, religions, cultures, ages and socio-economic backgrounds.

If you need help accessing this Statement, including because of disability, language or other accessibility needs, please contact us and we will help. If you are deaf, hard of hearing or have a speech impairment, you can contact us through the National Relay Service. If you need an interpreter, you can contact us through the Translating and Interpreting Service (TIS National) on 131 450.

Our commitment to you

We are committed to providing safe, respectful, supportive and flexible support to customers who are or may be experiencing domestic, family and sexual violence, or non-domestic sexual violence. We will treat you with respect, confidentiality and compassion.

We have dedicated policies and procedures in place to protect your safety and privacy. This Statement explains the support available and how we can assist you.

We recognise the right of children and young people to be safe when using our mobile products. Where information may be collected, it will be collected and handled in accordance with our privacy policy. Further information is available at government websites such as the Australian Institute of Health and Welfare.

Keeping you connected

If you let us know that you are or may be experiencing domestic, family and sexual violence, we will prioritise helping you stay safely connected and in control of your services.

For example, we:

  • may urgently reverse limits to the service if it has been restricted, suspended or disconnected when you tell us the limits affect your children's safety, or offer you and your child an equivalent service if reversal is not practical;
  • where appropriate, may help you set up a new, standalone account or service that is not linked to anyone else, to support your safety and independence;
  • will agree a safe way and time to contact you, and check this each time we are in touch;
  • may review and update your contact details, account access and/or security settings so only the people you choose can access or manage your account, including reviewing anyone authorised to act on it; and
  • will never require you to contact or deal with the person using violence against you, or anyone acting on their behalf, in order to get help from us, including to separate or transfer an account, or to resolve a debt.

Financial support

We recognise that domestic, family and sexual violence, as well as non-domestic sexual violence, may affect your ability to make payments. If this applies to you, you may be eligible for payment assistance or financial hardship support under our Payment Assistance Policy.

For more information about the support available, see our Payment Assistance Policy.

External assistance

Other support may be available to you. You can contact the following support organisations for free and confidential advice and assistance.

  • 1800 Respect

    Call 1800 737 732 (24/7)
    Visit 1800Respect

    1800 Respect provides support for all Australians directly and indirectly experiencing, or at risk of experiencing, sexual assault, domestic or family abuse.

  • 1800 ElderHelp

    Call 1800 353 374
    Visit 1800 ElderHelp

    1800 ElderHelp is a free call phone number that automatically redirects callers seeking information and advice on elder abuse with the phone service in their state or territory. The phone line has been set up in collaboration with state and territory governments.

  • Full Stop

    Call 1800 385 578 (24/7)
    Visit Full Stop

    Offers trauma counselling and recovery services for those in Australia affected by sexual, domestic, or family violence.

  • National Debt Helpline

    Call 1800 007 007
    Visit National Debt Helpline

    National Debt Helpline provides free and independent assistance from financial counsellors.

  • National Disability Abuse and Neglect Hotline

    Call 1800 880 052
    Visit National Disability Abuse and Neglect Hotline

    A free, independent and confidential service. You can call the hotline to report abuse and neglect of people with disability in Commonwealth, State and Territory funded disability services.

    The hotline is open Monday to Friday, 9 am to 7 pm AEST/AEDT, excluding Australian national public holidays.

  • Rainbow Sexual, Domestic and Family Violence Helpline

    Call 1800 497 212
    Visit Rainbow Sexual, Domestic and Family Violence Helpline

    The Rainbow Sexual, Domestic and Family Violence Helpline supports people in LGBTQ+ communities in Australia who have recently, or in the past, experienced sexual, domestic or family violence.

  • 13YARN

    Call 13 92 76
    Visit 13YARN

    A national crisis support line for Aboriginal and Torres Strait Islander people, available 24/7.

  • InTouch Multicultural Centre Against Family Violence

    Call 1800 755 988
    Visit intouch.org.au

    In-language and in-culture support, legal assistance and advocacy for people from multicultural communities experiencing family violence.

  • Men's Referral Service

    Call 1300 766 491
    Visit Men's Referral Service

    Support for men concerned about their behaviour who want to change it and keep their family safe.

Contact our specialist team

We will work with you to address your immediate telecommunications needs and, where appropriate, refer your case to our specialist team. Our Australian-based team is specially trained in supporting people affected by family violence. If you agree to be transferred to this team, we will pass on information about your request so you don't have to repeat your circumstances. You will not be asked for proof of your experience.

If you are experiencing domestic, family and sexual violence, support is available through our specialist team. You can contact them via the details below:

Support hours

  • Monday to Sunday, 9am to 5pm AEST/AEDT
  • NSW public holidays, 10am to 4pm AEST/AEDT

If you cannot speak safely right now, you can use our online chat function or email to ask us to contact you at a safer time. If you ask us to contact you later, we will use your agreed safe communication method, or another method or time you specify where we are able to do so. When we contact you, we will always check whether it is safe to talk, and confirm your preferred contact method and time, as these can change.