Domestic and Family Violence Support
Our commitment to supporting victims of Domestic and Family Violence
1. Our commitment to our Customers
At Launtel, we take the misuse of our services by domestic violence perpetrators extremely seriously and will provide effective and tailored assistance to customers who need our support.
We recognise the serious and often hidden impacts of domestic and family violence, and the critical role that access to safe and secure telecommunications plays in supporting victim-survivors.
This policy outlines our commitment to supporting customers who are experiencing, or have experienced, family & domestic violence.
2. How to get in touch
You can get in touch with us using the method that feels most comfortable and safe for you.
Phone | 8am — 10pm Monday to Friday | |
Livechat | ||
In person | 9am — 5pm Monday to Friday |
3. Supporting you
We prioritise your safety and privacy, as well as the security of your privacy and Launtel account. Any information you share with us will not be disclosed to anyone else, even if their name is on the account.
Telling your events once only
If you are comfortable for us to leave details of your circumstances on your account, you will only have to explain your situation once – the first time you call.
We will be guided by the information that you provide to us and where possible, no extra proof is required.
You may also request to have your account handled by a dedicated staff member, as we are committed to ensuring that your experiences are not disclosed to multiple staff members.
Your capacity to pay
We will work with you to find a solution for your individual situation. We provide payment plans or other support, guided by your circumstances. For more information on how we can help, have a look at our Financial Hardship Policy.
Having someone speak on your behalf
You are welcome to have someone you trust contact us for you. This could be a financial counsellor, social worker, or a friend or family member. Just let us know who your support person is when we speak with you, and provide consent for them to act on your behalf.
4. External Support Services
For immediate or long-term assistance, we can also put you in touch with or refer you to organisations that specialise in supporting people experiencing family violence.
Here are some of the national services available:
Support Service | Description | Contact Number |
National counselling helpline, information and support 24/7 for people impacted by domestic, family or sexual violence. | ||
Provides crisis support and suicide prevention services. | ||
Offers free, 24/7, confidential, trauma specialist counselling to people of all genders who have been subject to sexual, domestic and family violence, as well as their friends, colleagues and family members. | ||
The National Debt Helpline is a not-for-profit service that helps people with debt problems. | ||
Provides a comprehensive list of community legal centres across Australia. These centres often offer free or low-cost legal advice and can be a helpful resource for those experiencing domestic violence or other legal issues. | N/A | |
A national telephone service providing help for families affected by relationship or separation issues, including information on parenting arrangements after separation. | ||
Provides relationship support services for individuals, families, and communities, including counselling, family dispute resolution, and family/community support and education programs. | ||
The National Disability Abuse and Neglect Hotline is for reporting abuse or neglect of people with disability. | ||
A free call service that automatically redirects callers seeking information and advice on elder abuse with the existing phone line service in their jurisdiction. | ||
Support for men with family and relationship issues 24/7. | ||
Provides a range of services to support men concerned about their behaviour to change what they are doing and keep women, children and communities safer. | ||
Provides support for those from LGBTQ+ communities, family, friends and supporters who have recently or in the past experienced sexual, domestic or family violence. | ||
Telephone and online counselling, referrals and support groups for LGBTQI+ people and their families |