Domestic and Family Violence Assistance
Domestic and Family Violence Assistance
At Node One, we understand that domestic, family and sexual violence can affect anyone in our community. We are committed to providing support to customers who may be experiencing these difficult situations.
Our Commitment to You
We recognise that telecommunications services can sometimes be misused as part of domestic, family or sexual violence. If you are affected by these circumstances, we want to help you stay safe and connected.
You are not alone, and we are here to support you.
How We Can Help
If you’re experiencing domestic, family or sexual violence, we’re here to support you. You may be eligible for:
- Reconnection or a new service if your existing service has been suspended or disconnected
- Financial hardship assistance to help manage bills or account-related debt
- Safe account access, including updating your contact details and controlling who can access your account
- Flexible communication options – you can choose how and when we contact you
- Confidential support – you won’t need to explain your situation multiple times
- Enhanced account security to help protect your services and personal information
Getting Support
If you need assistance related to domestic, family or sexual violence:
Call us on: 1300 166 331 Weekdays 9 am to 7 pm and Weekends and Public Holidays 10 am to 5 pm
Email us at: [email protected]
Request a call back: 1300 166 331
If you are Deaf, hearing or speech impaired: Contact us via the National Relay Service on 1300 555 727 (Voice Relay users) or see www.accesshub.gov.au
Spoken language interpretation: if you require a spoken language interpreter, you can call the Australian Government’s Translating and Interpreting Service on 131 450 (personal account required, fees apply).
When you contact us, please let us know that you are seeking support related to domestic, family or sexual violence. Our staff are trained to handle these situations with care and confidentiality.
Our Developing Support Services
We are committed to continuously improving our support services and are working to implement additional specialist support services and processes by January 2026, in line with industry requirements.
External Support Resources
If you need immediate help or specialist support services, please contact:
National Domestic Violence Helpline: 1800 RESPECT (1800 737 732)
Emergency Services: 000
Lifeline: 13 11 14
For more information about domestic and family violence support services in your area, visit:
- 1800RESPECT: www.1800respect.org.au
- White Ribbon Australia: www.whiteribbon.org.au
Privacy and Confidentiality
We treat all information about domestic, family and sexual violence situations with the utmost confidentiality. We will only share information where required by law or with your explicit consent.
Financial Hardship
Go to Payment Assistance Policy page.
This statement reflects our commitment as of 1 July 2025. Our support services will continue to develop in line with industry standards and regulatory requirements.
If you are in immediate danger, please call 000.