Domestic, Family and Sexual Violence Support

If there’s an immediate threat to your safety, please call 000

At Bendigo Telco, we recognise that telecommunications services play an important role in helping people stay safe, connected and supported.

If you are affected by domestic, family or sexual violence, we are committed to providing support in a safe, respectful and confidential manner. We will work with you to help protect your privacy, maintain access to essential services where possible, and assist with account and security concerns.

This support is available to customers experiencing domestic violence, family violence, or sexual violence, including sexual violence that occurs outside a domestic or family relationship.

Emergency and Support Services

If you are affected by domestic, family and sexual violence, support services are available to assist you.

Contacting Us Safely

If you contact us regarding domestic, family or sexual violence, we will:

  • Ask whether it is safe to communicate with you.

  • Work with you to agree on a safe and preferred communication method.

  • Take reasonable steps to use that communication method when contacting you.

  • Treat your circumstances with sensitivity, dignity and respect.

  • Minimise the need for you to repeat your story.

Contact Bendigo Telco

Phone: 1300 228 123

Email: customerhelp@bendigotelco.com.au

Website: www.bendigotelco.com.au/contact

How We May Be Able to Help

Depending on your circumstances, support may include:

Account Security and Privacy

  • Changing passwords, PINs and security settings.

  • Updating contact details.

  • Applying additional account security measures.

  • Reviewing authorised contacts and account access.

  • Assisting with privacy and security concerns.

Account and Service Changes

  • Assistance transferring services where appropriate.

  • Establishing a new account where suitable.

  • Updating account ownership or contact arrangements.

  • Assisting with changes that help improve safety and privacy.

Keeping You Connected

Where there is a safety concern, we will consider options to help maintain your telecommunications services.

This may include reviewing service restrictions, suspensions or disconnections and, where appropriate, restoring services or providing an alternative solution to help keep you connected.

Financial Assistance

If domestic, family or sexual violence has affected your ability to manage your account, we may be able to assist through:

  • Payment arrangements.

  • Payment extensions.

  • Financial hardship support.

  • Reviewing debts and disputed charges where appropriate.

Domestic Family and Sexual Violence Support Policy