Domestic, family & sexual violence support

Service provider: Capti Technology Pty Ltd · ABN 57 646 331 875.

Your safety comes first

If you or someone else is in immediate danger, call 000 if it is safe to do so. For confidential specialist support, call 1800RESPECT on 1800 737 732, available 24 hours a day, or visit 1800RESPECT.

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Help from Capti

Domestic, family and sexual violence can affect your safety, access to communications and ability to pay. It can include someone controlling your account, tracking your activity, cutting off your service or creating debt in your name. We also support people affected by sexual violence outside a domestic or family relationship.

This statement explains the support and protections for people affected by this violence. Our priority is to support your safety and help you stay connected. You can ask for help if you are considering a Capti service, already use one, or previously used one. You can seek support as the account holder or as a person using the service.

We listen without judgement. You do not have to repeatedly tell your story, contact the person causing harm or obtain their permission to ask us for help.

Contact Capti Customer Care

The support email address is our general customer-support inbox. Do not include details of abuse or sensitive documents in an initial email. Ask for the Support Manager and give only contact information that is safe for us to use. You can tell us that you need to discuss an account or safety concern privately. There are no special words you must use to request support.

Before discussing your account, we ask whether it is safe to talk and agree a safe way and time to contact you. Tell us whether we may leave a voicemail, send a message or email, and what information is safe to include. You can change these preferences. We use the agreed method unless you authorise another method for that contact or the law requires otherwise.

You can nominate a support person, advocate or authorised representative. We explain what authority is needed for account changes without requiring you to involve a person who may put you at risk. If you need an interpreter, accessible information or another communication adjustment, tell us. The National Relay Service can help with relay calls to our confirmed support number.

What we can do

We discuss your needs and the safety implications of each option before making changes. Depending on your situation, support can include:

• Agreeing safe contact details and reviewing who can access your account.
• Changing passwords, PINs or account-verification arrangements.
• Helping establish a new account that is not linked to the person causing harm.
• Considering changes to services or account arrangements that help protect you.
• Reviewing debts, disputed charges and payment-assistance options.
• Prioritising urgent reconnection or an alternative connection where required.

We take care with changes that might alert another account user. We explain any limits arising from legal requirements, account ownership or the technical service, and work with you on safe alternatives.

Staying connected and help with bills

If you tell us there is a safety concern, we prioritise your support. If you are the customer for the relevant account, for 30 days from first raising that safety concern, or a longer period we agree, we will not restrict, suspend or disconnect the relevant service unless you ask us to do so. If you use a service held in someone else's name, we discuss the support and safe account options available to you.

If you ask us to reverse a restriction, suspension or disconnection urgently because of a violence-related safety risk, we act urgently on your first contact to reverse it. If reversal is not practical, we offer an equivalent service, subject to the standard's legal limits.

Violence can cause financial hardship. Our payment assistance policy explains free help such as affordable payment arrangements and other support. You do not need to prove domestic or family violence to apply under that policy.

Before taking credit-management action within 60 days of a request for violence-related assistance, we consider the effect on your safety and financial circumstances, how the violence contributed to the debt, and whether agreed support actions have been completed. Other financial hardship and consumer protections also continue to apply.

Your information and privacy

We only ask for information needed to provide support and protect your interests. We generally do not require evidence that you have experienced violence. If evidence is required by law or reasonably necessary to protect your interests, we explain why, first consider information already held, and minimise what is requested.

You have the right to privacy and secure handling of sensitive support information. The telecommunications standard restricts disclosure of information that could identify, locate or contact you, or reveal your financial information, without your consent, subject to its legal exceptions. Before sharing sensitive information, ask the Support Manager to explain who can access it, how it will be recorded and whether account messages or portal access could expose it to another person.

The telecommunications standard requires calls to protected support numbers, including those listed below, to be excluded from bills and other call records issued to customers. If seeing a call record could put you at risk, use a safer phone or contact the support organisation through another safe method; do not rely on this page as confirmation of what appears in a particular account or portal. This does not remove a call from your handset, another person's device, or records held independently of Capti.

Specialist support services

These organisations provide independent support. Their availability and services differ. The emergency number is 000.

If you are unhappy with our help

Use our complaints process, or ask the Support Manager to help you complain using a safe contact method. We prioritise complaints where you indicate a threat to your safety or your children's safety.

If you are not satisfied with how we have handled your complaint, you have a right to take it to the Telecommunications Industry Ombudsman, which is a free and independent service: 1800 062 058 or TIO online complaints.