Domestic, Family and Sexual Violence Statement

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Our commitment

We recognise that domestic, family and sexual violence can seriously impact our customers' safety, privacy and access to telecommunications services. We also understand that internet access can be a lifeline during difficult times, but can also be abused as a tool of control.

Digital Soul Australia is committed to supporting customers who are experiencing, or have experienced, domestic, family and sexual violence.

This Statement sets out the ways we can help, and resources you can use if you are affected by domestic, family and sexual violence.

How we support you

We have policies and procedures in place to support and protect customers who may be affected by domestic, family and sexual violence. We can provide support tailored to your situation, including:

• keeping you connected to your service, including reversing service restrictions, suspensions or disconnections as a matter of urgency to ensure your safety
• offering you an equivalent service where re-connection is not possible
• assisting you with securing your account (for example passwords and PINs)
• setting up a new account that is not linked to another person
• providing support with billing and payment arrangements
• protecting the privacy of your personal and account information.

We will not ask you for evidence of your circumstances to access support, unless required by law. We will never require you to contact a person who is causing you harm in order to access our support.

What if I am having trouble paying my bill?

We understand that your situation may make it hard for you to pay your bill. Let us know if this is the case so that we can look at how we can help you, in line with our Financial Hardship Policy. We will work with you to find a solution for your individual situation.

Contacting us

We offer safe and confidential ways for you to contact us for help. We will treat you with understanding, empathy and respect, and we will do everything we can to help while also complying with our obligations. We are a small regional provider: your contact comes straight through to our trained support contact, so you will not need to repeat your story to different people.

• Phone: 08 9516 0603, Monday to Friday, 8:30am to 5:00pm AWST
• Email: enquiries@digitalsoulaustralia.com.au. We will respond within 2 business days.
• Webform: the contact form on this website.

If you are deaf, or have a hearing or speech impairment, you can contact us via the National Relay Service.

You can also ask us to call you back or contact you at a specific time or by a specific method. We will always use your agreed communication method unless you instruct us otherwise or we are legally obligated to communicate with you via a different method.

You may also want to nominate someone to contact us on your behalf. Please let us know so we can set up an authorised representative on your account.

Please also let us know if we can assist with making this Statement available to you in another method, including as a document we can send to you.

Other support services

In an emergency, or if you are not feeling safe, always call 000.

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

• 1800RESPECT · National counselling helpline, information and support, 24/7 · 1800 737 732 · 1800respect.org.au
• Kids Helpline · Counselling for young people aged 5 to 25, 24/7 · 1800 551 800 · kidshelpline.com.au
• Relationships Australia · Support services for individuals, families and communities · 1300 364 277 · relationships.org.au
• Lifeline · 24/7 crisis support · 13 11 14 · Text 0477 131 114
• MensLine · Support for men with family and relationship issues, 24/7 · 1300 789 978 · mensline.org.au
• QLife · Support for LGBTQI+ people and their families · 1800 184 527 · qlife.org.au
• 13YARN · Aboriginal and Torres Strait Islander crisis support · 13 92 76 · 13yarn.org.au

Local support in Western Australia:

• Women's Domestic Violence Helpline (WA) · 1800 007 339, 24/7
• Men's Domestic Violence Helpline (WA) · 1800 000 599, 24/7

Special communication needs

If you need a spoken language interpreter, you can contact the Australian Government's Translating and Interpreting Service (TIS) by calling 131 450. A personal account is required and fees may apply. For more information, visit tisnational.gov.au.

If you are deaf or have difficulty hearing or speaking over the phone, you can use the National Relay Service (NRS). For more information, visit accesshub.gov.au/about-the-nrs.

Feedback and complaints

We welcome feedback to improve our domestic, family and sexual violence support. To contact us, call 08 9516 0603 or email enquiries@digitalsoulaustralia.com.au. You can read more about how we handle complaints in our Complaints Policy.

All feedback and complaints will be handled promptly, respectfully, and with a focus on safety and confidentiality.