Casphone Mobile recognises that domestic, family and sexual violence (DFV) can affect anyone, and that a safe, private and reliable phone service can be critical to a person's safety. This policy explains what we do to help. It applies to all Casphone Mobile customers and to people who use a service on someone else's account.
What is domestic, family and sexual violence
DFV includes (but is not limited to) behaviour by a person towards a family member, partner, former partner or someone they live with that is physically, sexually, emotionally, psychologically or economically abusive, threatening, coercive, or that controls or dominates the other person and causes them to fear for their safety or wellbeing, or the safety or wellbeing of another person. Technology-facilitated abuse — such as monitoring a phone, controlling an account or running up debt in another person's name — is DFV.
Our commitments to you
- We will not ask you for evidence. You do not need to prove that you are experiencing DFV to receive support under this policy. If you choose to tell us about your circumstances we will record it once, so you do not have to repeat your story each time you contact us.
- We will keep your information safe. We will not disclose your new number, address, account details or the fact that you have contacted us to any other person on the account or to anyone else, unless you tell us to or the law requires it.
- We will communicate the way you choose. Tell us how and when it is safe to contact you (for example email only, a nominated number, or a nominated advocate) and we will follow that.
- We will not disconnect you while we are working with you under this policy, and we will not refer any debt to a collection agency or list a default while a DFV support arrangement is in place.
- Our team is trained to recognise DFV and to respond with respect and without judgement.
How we can help
If you are the account holder we can:
- Change or cancel your plan or service(s) without early-termination fees
- Give you a new mobile number, free of charge
- Swap your SIM or move your service to a new device
- Reactivate a number that was cancelled because of unpaid amounts
- Set up a payment plan, defer payments, or waive charges that were incurred as a result of the abuse
- Remove another person's access to your account and set up new account security
If you are not the account holder we can:
- Set up a new account and new number in your own name, with your own security details
- Transfer your existing number to a new account in your name where we are able to
- Help you find support for any financial arrangements linked to the old account
Financial support is available under our Financial Hardship Policy; you do not need to apply separately.
How to contact us
Call 1300 001 240 and say that you would like to speak with our specialist support team, or email enquiries@casphonemobile.com.au with "Support request" in the subject line. Our customer service hours are Monday to Friday 9am to 8pm and Saturday to Sunday 9am to 6pm AEST. You can also contact us through a nominated advocate or authorised representative — see our Appointment of an Authorised Representative policy.
If you are in immediate danger, call Triple Zero (000).
External support services
- 1800RESPECT — 24-hour national sexual assault, domestic and family violence counselling: 1800 737 732 or 1800respect.org.au
- Lifeline — 24-hour crisis support: 13 11 14
- MensLine Australia — support for men: 1300 78 99 78 or mensline.org.au
- Kids Helpline — 1800 55 1800
- National Debt Helpline — free financial counselling: 1800 007 007
- eSafety Commissioner — help with technology-facilitated abuse: esafety.gov.au
- White Ribbon Australia — local support services: whiteribbon.org.au/find-help