Domestic and Family Violence Support

Supporting you

Superloop recognises the serious and often hidden impacts of domestic and family violence and the critical role that access to safe and secure telecommunications plays in supporting victim-survivors. We prioritise the safety of affected persons and are committed to:

• Ensuring privacy and account security

• Where there is a safety risk, providing appropriate support and services, including urgently reconnecting services or providing alternative service options

• Ensuring that you do not need to disclose your experiences to multiple staff members

As an account holder, our team can help with:

• Reviewing and updating contact information and who has authority on your account

• Removing services you no longer need

• Relocating your service

• Setting up a new account for a fresh start

• Offering flexible payment assistance options

• Providing personal phone records, bills and other account-related data.

Where you are not the account holder we can establish a new account for you. In some circumstances we may also be able to assist you with transferring or taking ownership of a service.

You can contact us in a communication method tailored to your safety and preferences or request a call back in the method you choose. Alternatively, you can nominate someone else to speak on your behalf including a social worker, friend and family member.

Our contacts

You can contact us via one of the following methods for support or to arrange a call back:

Phone: 1800 952 365
8:00am - 8:00pm (AEST) Monday to Friday
8:00am - 6:00pm (AEST) Weekends and Public Holidays

Our statement

Superloop has procedures and policies in place to protect the safety of people affected by domestic and family violence. We are committed to keeping affected persons connected to their telecommunications services. Where a Superloop service is restricted, suspended or disconnected and you are concerned for your safety we will provide options to keep you connected. As a matter of urgency, depending on what is practical in the circumstances and your needs, this may include reversing this action or offering an equivalent service.

Our Domestic and Family Violence Statement provides information on how we can assist if you or someone you know is affected by domestic or family violence.

What if I am having trouble paying for my services?

Superloop will provide free financial hardship assistance without requiring evidence where you are experiencing or overcoming domestic or family violence, unless legally required. We can offer a range of options to help you stay connected when you are experiencing financial hardship.

For more information on financial hardship assistance please see our Payment Assistance Policy or email us at financialhardship@superloop.com or call us on 1800 57 87 37.