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Your safety is our priority
We understand the serious and complex nature of domestic and family abuse. It may involve physical, sexual, emotional, and/or psychological abuse — including financial control or technology-facilitated abuse. Whatever the form, we’re committed to helping you stay safe and connected to your support network.
If you let us know that you're experiencing or at risk of domestic or family abuse, our team will begin by checking:
- Is it safe to continue this conversation?
- Is it safe to change your account details?
- Is it safe to change service details?
Your safety will always guide our next steps.
Our commitment to you
We have policies and procedures in place to support customers affected by domestic or family abuse. You can view our Domestic and Family Violence Policy here.
We’re committed to:
- Keeping you connected.
If your service has been restricted, suspended, or disconnected, and you let us know that your safety is at risk, we’ll urgently work to remove the service limitation — if possible. If it can’t be restored, we’ll offer an equivalent service to ensure you're not left without support.
If it can’t be restored, we’ll offer an equivalent service to ensure you're not left without support.
How can we help
We’ll always do our best to offer a solution that suits your individual needs.
If you’re the account holder, we may be able to:
- Change your call, SMS, or internet plans
- Cancel your service(s)
- Issue a new phone number
- Transfer your account from postpaid to prepaid
- Restore a cancelled service due to non-payment (if available)
- Provide financial hardship assistance or payment arrangements
- Update or remove authorised contacts
- Increase authentication steps for added security
If you’re not the account holder, we may be able to:
- Set up a new account with a new phone number
- Offer a new prepaid service
- Explore options to move a service to a separate account in your name
Experiencing financial pressure?
We understand that financial hardship can be part of domestic or family violence and non-domestic sexual violence situations. You may be eligible for support under our Financial Hardship (Payment Assistance) Policy.
Contacting us safely
You can reach our support team in the way that’s most comfortable for you:
- Phone: 03 9067 7700 (Monday to Friday, 7 am–8 pm AEDT, excluding national holidays)
- Email: support@au.voipcloud.online
- Live Chat: Click the chat icon on our website
- Request a Callback: Email us to arrange a suitable time
Need extra accessibility support?
We want to ensure everyone can contact us safely and comfortably. If you need communication support, the following services are available:
- If you are deaf, hard of hearing, or have a speech impairment:
You can contact us through the National Relay Service (NRS) by calling 1800 555 660. - For speech-to-speech relay assistance:
Call the dedicated relay number at 1300 555 727. - If you need support in another language:
Contact us via the Translating and Interpreting Service (TIS National). Phone numbers for language support are listed on their website:
https://www.tisnational.gov.au/Contact-us
Our contact centre staff are trained to understand the dynamics and impact of domestic and family violence. They will treat your situation with sensitivity, respect your preferences, and won’t ask for proof before offering help.
Additional support services
These organisations can also provide expert assistance. This is not an exhaustive list, but a good place to start:
- StandbyU Foundation – Building safer lives through human connection Call 1800 069 010 | Visit standbyu.org.au
- 1800 Respect – 24/7 support for those affected by domestic, family or sexual violence Call 1800 737 732 | Visit https://1800respect.org.au/
- Kids Helpline – Free 24/7 counselling for young people aged 5–25 Call 1800 551 800 | Visit kidshelpline.com.au
- National Debt Helpline – Free financial counselling Call 1800 007 007 | Visit ndh.org.au
- 1800 ElderHelp – Support for older Australians Call 1800 353 374 | Visit Elder Abuse Phone Line
- Full Stop Australia – Support for people impacted by violence Call 1800 385 578 | Visit fullstop.org.au
- Disability Abuse Hotline – Report abuse of people with disability Call 1800 880 052 | Visit Disability Abuse Hotline
Rainbow Helpline – Support for LGBTQ+ individuals Call 1800 497 212 | Visit rainbowdoor.org.au