If you’re in immediate danger or need urgent help, call 000.

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It can happen to anyone

Domestic and family violence can happen to anyone and staying connected is especially important if you’re in a volatile environment. If you are experiencing or have left a domestic or family violence situation we can help.

Ways we can help

Contact the Telstra SAFE team (1800 452 566)

The Telstra SAFE team is specially trained to help you stay safely connected to your Telstra internet, phone and energy services. Call from 8am to 7pm Monday to Friday (NSW/VIC time zone).

Request a call back from the SAFE team

If you need help, but can’t call right now, request the SAFE team to call you at a time that suits you. 

Need access to your personal phone records or metadata?

As part of our commitment to transparency, we’ve increased the types of data that customers can now access. As well as the data we currently hold on your personal account, you can also access certain metadata related to your usage of your services. This data may also be available to Australian law enforcement agencies when required or permitted by law.

Need to know how to stop unwelcome calls?

Unwelcome communications come in many forms including calls and text messages. We can help you manage unwelcome calls or report them.

Other support services available

Call 1800RESPECT (1800 737 732)

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

Ask Izzy

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.

Financial Counsellor assistance

If you’re experiencing economic abuse, you can call the National Debt Helpline on 1800 007 007 (9.30am – 4.30pm Monday to Friday) and speak to a Financial Counsellor for free, independent advice. Or find your nearest Financial Counsellor at MoneySmart.gov.au

Our commitment

Domestic and family violence is unacceptable, and we are committed to helping it end in Australia by:

  • Ensuring we’ve got the tools and processes in place to support our people to assist victim-survivors
  • Empowering victim-survivors to stay safely connected
  • Seeking to mitigate against our products and services being misused by perpetrators
  • Contributing to the national dialogue on how technology and telecommunications are being misused by perpetrators through research and insights
  • Ensuring we continue to listen to D&FV experts, lived experience, and industry groups.

See our polices for Domestic and Family Violence situations. 

Telstra Domestic and Family Violence Assistance Policy (PDF, 123KB)

Telstra Energy Domestic and Family Violence Assistance Policy (PDF, 124KB)

What is domestic and family violence?

Domestic and family violence (D&FV) is the use of violent, threatening, coercive or controlling behaviours by an individual against a family member(s), or someone with whom they have, or have had an intimate relationship with, including carers.

It can be physical, emotional or psychological. Non-physical forms of abuse can be just as damaging as physical assaults and can include technology-facilitated abuse.

Technology-facilitated abuse involves the misuse of devices (such as phones, computers, tablets), accounts (such as email) and software platforms (such as social media) to control, abuse, track and intimidate. It can involve stalking - following, making excessive phone calls, texts or emails.

Economic abuse is another kind of D&FV - using finances and economic resources to gain power and control in the relationship (e.g., monitoring spending, restricting access to financial resources, and accruing debt). 

Whatever the abuse, it’s not your fault. It’s the abuser who is responsible.

Technology Facilitated Abuse

Video content description

The video shows how abusers use technology to facilitate the abuse, making their victims feel trapped by their mobile phone.

Related links

Staying safely connected: more phones for domestic violence survivors

Evidence is emerging that the restrictions imposed by COVID-19 is increasing incidents of domestic and family violence.

Why understanding technology is vital in tackling domestic violence

Technology has the potential to be a two-edged sword for those experiencing domestic violence.

Easy ways to stay safe online

Every year, Australians lose millions to scammers. Discover how you can protect yourself online.