Customer safety
Family & domestic violence support
We recognise that domestic, family and sexual violence affects many people, and that staying connected can be a lifeline - but can also be misused to control or monitor someone. If that’s happening to you, we’re here to help, safely and without judgement.
In immediate danger? Call 000 now.
If you think someone is monitoring your devices, use the Quick exitbutton (top right) to leave this page. For your safety, consider clearing your browser history afterwards, or viewing this page on a device the other person can’t access (such as a public library computer or a trusted friend’s phone).
Effective 5 July 2026. Provided by Glue IT, a registered business name of Graham Peter Hand (ABN 69 317 210 850, registered for GST), Penrith NSW 2750.
Our commitment to you
Glue IT is committed to supporting customers affected by domestic, family and sexual violence. We take your safety seriously, we’ll treat what you tell us sensitively and confidentially, and we won’t make you jump through hoops to get help.
Two promises up front:
- ✓ We will not ask you for evidence of your situation to help you.
- ✓ We will not ask you to make contact with a person who is causing you harm.
How we can support you
- ✓Keep you connected - we'll urgently review and, where we can, reverse a restriction, suspension or disconnection that's affecting your safety.
- ✓Arrange an equivalent service if reconnecting the original one isn't possible.
- ✓Help secure your account - updating passwords, PINs and account contacts.
- ✓Set you up with a new account that isn't linked to another person.
- ✓Support you with billing and payments (see our Payment Assistance policy).
- ✓Protect your personal information and honour a safe contact method you choose.
Trouble paying your bill
If violence or its aftermath has made it hard to pay, tell us - we’ll work with you. See our Payment Assistance & Financial Hardship policy. Asking for help won’t, by itself, lead to disconnection.
Safe ways to contact us
You can reach us however feels safest. Call 1300 458 348 (our team is available 6am - 6pm) or email [email protected]. We’ll agree a contact method with you and stick to it, you can have an authorised person deal with us on your behalf, and we can provide information in another format on request. If you’re deaf or have a hearing or speech impairment, contact us through the National Relay Service.
Other support services
These free, confidential services can help - and in an emergency, always call 000.
| 1800RESPECT | 1800 737 732 | National domestic, family & sexual violence counselling - 24/7 |
| Lifeline | 13 11 14 | Crisis support & suicide prevention - 24/7 |
| Kids Helpline | 1800 551 800 | Counselling for young people 5-25 - 24/7 |
| MensLine Australia | 1300 789 978 | Support for men - 24/7 |
| 13YARN | 13 92 76 | Aboriginal & Torres Strait Islander crisis support - 24/7 |
| QLife | 1800 184 527 | LGBTQI+ peer support - 3pm-midnight |
| Translating & Interpreting Service (TIS) | 131 450 | Phone interpreting in your language |
Feedback & complaints
If you’re not happy with how we’ve supported you, please tell us - see our complaints process(phone 1300 458 348, option 5). It also explains the free, independent Telecommunications Industry Ombudsman (TIO). Making a complaint is free and won’t affect your service.
This statement reflects our commitment under the ACMA Telecommunications (Domestic, Family and Sexual Violence Consumer Protections) Industry Standard. See also our Terms, Privacy Policy and Payment Assistance.