Our policy
If there is an immediate threat to your safety, call 000
Domestic, family and sexual violence can have profound and long-lasting impacts on individuals, families and communities. For many people experiencing abuse, staying safely connected to trusted friends, family and support services is critical to their safety and recovery.
We have policies and procedures in place to help protect and support customers who may be affected by domestic, family and sexual violence.
At Leaptel, your safety, wellbeing and dignity are our priority. We are committed to helping you stay connected to your telecommunications services, especially at times when it matters most.
We recognise that people’s experiences and support needs are shaped by many factors, including gender, race, disability, financial circumstances and other aspects of identity and lived experience. These factors can intersect in ways that create additional barriers or risks, and we are committed to providing support that is inclusive, respectful and tailored to individual needs.
What we mean by domestic, family and sexual violence
Domestic and family violence isn’t only physical. It refers to any behaviours that are intended to create dependency, or to isolate, monitor, dominate, or control another person. This can happen through emotional manipulation, threats, controlling money, limiting someone’s access to friends or technology, or monitoring their actions.
Sexual violence refers to any sexual behaviour that occurs without freely given consent. It happens any time a person is forced, coerced, or manipulated into any sexual activity.
Abuse isn’t only between romantic partners, it can occur in any personal relationship, including between intimate partners, parents and children, immediate and extended family groups, communal and extended kinship connections, and in carer and guardianship arrangements.
How we can support you
If you are experiencing domestic, family or sexual violence, we are here to help. Your safety and privacy are our priorities. We can discuss the support options available to you, including ways to manage your account with care.
If you are having difficulty paying your bill due to domestic, family or sexual violence, we can help in line with our Payment Assistance Policy.
If it’s needed for your safety, we may reverse any service restrictions or disconnections to help keep you connected. Our team will work with you in confidence to find practical solutions that suit your situation.
Domestic, family and sexual violence support
If you or someone you know is experiencing domestic, family or sexual violence, the following services can provide help:
If you require accessibility assistance, the Translating and Interpreting Service (TIS National) offer immediate phone interpreting service.
Phone: 131 450
Contact us
Leaptel customers can request specialist support related to domestic or family violence by calling 1300 205 327, emailing dfv@leaptel.com.au or via Live chat on the Leaptel website.
Specialist support is only available during regular business hours — weekdays 9am to 5pm Melbourne local time, excluding national and Victorian public holidays.