How GTE can support you
Depending on your circumstances and what is technically and legally possible, we may help you to:
- establish a safe contact method and time;
- review and update account access and authorised contacts;
- add a PIN, passphrase or other account security controls;
- establish a new account that is not linked to an alleged perpetrator;
- change billing or contact information;
- move, transfer or change a service; and
- access payment assistance.
We will not require you to contact or interact with an alleged perpetrator to access support or resolve an account or service issue.
You may ask an authorised representative, support worker, financial counsellor, social worker, family member, friend or advocate to assist you.
Keeping you connected
GTE is committed to keeping affected people connected to their telecommunications services.
Where a service has been restricted, suspended or disconnected and you tell us that this creates a domestic or family violence-related safety risk, we will reverse that action as a matter of urgency.
Where restoring the service is not practical, we will offer an equivalent telecommunications service.
These commitments need to be stated expressly in the published statement.
Safe communication and privacy
We will ask whether it is safe to communicate with you and agree on a preferred contact method and, where relevant, a safe contact time.
Information about your circumstances will be handled carefully, stored securely and only accessed for a legitimate purpose relating to your account or support.
Payment assistance
Domestic, family or sexual violence may affect a person’s ability to pay for telecommunications services.
Free payment assistance may be available, including payment extensions, tailored payment plans, lower-cost services, spend controls or other appropriate assistance.
You will not be required to provide evidence that you are affected by domestic, family or sexual violence when applying for payment assistance.
Independent support
GTE is not an emergency service or counselling provider.
For free and confidential counselling, information and support, contact 1800RESPECT, Australia’s national domestic, family and sexual violence support service.
Call: 1800 737 732
Text: 0458 737 732
Telephone, text and online support are available 24 hours a day, seven days a week.
Complaints
You may make a complaint if you are dissatisfied with the support provided by GTE or the way your account or services have been handled.
Making a complaint will not prevent you from continuing to receive support.
Read our full policy
For further information about GTE’s commitments, available assistance, privacy protections and staff responsibilities, read our full policy.