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Domestic, Family And Sexual Violence Statement Of Support

If you are in immediate danger, call 000

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Your safety is our priority

We have policies and procedures in place to protect the safety of customers who may be affected by domestic, family or sexual violence.

This statement provides information on how we can support you if you are affected.

Our commitment

Your safety and keeping you connected to your telecommunications services is our priority.

We acknowledge DFV can be experienced by people of all genders, sexes, sexual orientations, religions, cultures, ages and socio-economic backgrounds.

If your service has been restricted, suspended or disconnected and you have concerns about your safety, we have options to help keep you connected — we can reverse this action or if we cannot, we can offer you an equivalent mobile service as a matter of urgency.

How we support you

Our dedicated support team is specially trained to help you stay connected with options which may include, depending on your circumstances:

If you as an affected person are the account holder and user of a mobile service:

  • Review and update contact and security information, including who has access to your account
  • Change a mobile service number
  • Move a mobile service number to a new account
  • Change the owner of a mobile service
  • Report harassing, threatening or unwanted calls
  • Swap a mobile number and plan to a new SIM card
  • Suspend or cancel a mobile service
  • Restore a suspended or disconnected mobile service (where possible) or provide an equivalent service
  • Refrain from suspending, restricting or disconnecting a mobile service where personal safety is at risk
  • Assistance under our Financial Hardship Payment Assistance Policy when you owe us money.

If you as an affected person are not the account holder but the user of a mobile service:

  • Offer a new mobile service on a new account
  • Explore options to move a service into an independent account.

Financial Hardship Assistance

We understand that domestic and family violence, and sexual violence outside the home, can make it hard for you to pay for your mobile service. If you owe us money which you cannot afford to repay, we can provide options for financial hardship assistance under the Telecommunications (Financial Hardship) Standard 2024. We are here to support you and help keep you connected.

How to contact us

If you are affected by Domestic, Family, or Sexual Violence we have a specialist team to support you.

Reach out to us by:

  • Email: customer.support@konec.com.au — Monday to Sunday 9:00am – 5:30pm Sydney time
  • Support request from your Konec Mobile account — Monday to Sunday 9:00am – 5:30pm Sydney time
  • Telephone: 02 8556 7514 — Monday to Friday 9:00am – 5:30pm Sydney Time

Other organisations that might be able to help you

If you need further support, here are some external support services available across Australia:

1800 RESPECT (1800 737 732) No credit required

The National Sexual Assault Domestic Violence Counselling Service offers confidential online and telephone counselling, information and referral services.

1800 ElderHelp (1800 353 374) No credit required

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.

Kids Help Line 1800 55 1800 No credit required

Australia's only free, private, and confidential 24/7 phone and online counselling service for young people aged 5 to 25.

Men's Line 1300 789 978 No credit required

A counselling service for men dealing with emotional health, relationship issues, family concerns, mental health struggles (like stress, anxiety, depression), and issues related to family violence, offering professional support and resources for men across Australia.

National Disability Abuse and Neglect Hotline 1800 880 052 No credit required

If you have experienced or witnessed a person with disability being hurt, treated badly or neglected, you can report it to the National Disability Abuse and Neglect Hotline.

Rainbow Sexual, Domestic and Family Violence Helpline 1800 497 212

24/7 phone support for LGBTIQ+ people impacted by sexual, domestic and/or family violence.

askizzy.org.au

Ask Izzy is a website that connects people in need with housing, a meal, money help, family violence support, counselling and much more. It is free and anonymous, and if you're on the Telstra mobile network, you can access Ask Izzy on your phone even if you don't have credit or access to Wi-Fi.

13YARN (13 92 76) No credit required

A First Nations crisis support line available 24/7. Free and confidential service available in all states in Australia and the Torres Strait Islands.