Support for Customers Experiencing Domestic, Family and Sexual Violence
Our Commitment to Your Safety
We understand that your Skymesh service can be vital for your safety and wellbeing. If you are experiencing domestic, family or sexual violence, we are here to help with no judgment and with your safety as our priority.
Immediate Support Available
Emergency Service Restoration
If your Skymesh service has been restricted, suspended or disconnected and you need it restored urgently due to a domestic and family violence related safety risk:
- Call us – we will restore your service as a matter of priority on your first contact with us
- No questions asked – you won’t need to provide proof or detailed explanations
- Alternative solutions – if we can’t restore your original service, we’ll provide an equivalent service on the same or similar terms
- Priority resolution – we prioritise these requests for immediate action
Privacy Protection
- You will not be required to contact or engage with the person causing you harm
- No third-party contact – we won’t require permission from anyone else on your account
- Confidential support – your situation will be handled with complete discretion
How to Access Our Support
Contact Us (Monday–Friday, 9am–4pm AEST)
- Phone: 1300 859 241
- Email: [email protected]
What to Say
Simply let us know that you need assistance due to domestic and family violence. You can say:
- “I need help because I’m experiencing domestic violence”
- “I need my service restored for safety reasons”
- “I’m in a domestic violence situation and need support”
What We Will Do
- Listen without judgment
- Take immediate action to help restore your connectivity
- Provide information about additional support options
- Keep detailed notes so you don’t have to repeat your story
- Connect you with specialised support if needed
All support requests are treated as priority and confidential
Additional Support Services
Financial Assistance
- Payment Assistance Policy
- Plan reductions to more affordable options
- Waived reconnection fees in appropriate circumstances
Account Security
- Help securing your account from unauthorised access
- Assistance with changing account details
- Support with technology safety measures
Your Rights
Under Australian telecommunications regulations, you have the right to:
- Have your service restored urgently when requested due to domestic violence safety concerns
- Receive support without having to contact the person causing you harm
- Access our services regardless of who pays for your internet plan if you have these concerns
- Receive clear information about support options available to you
- Be treated with respect, dignity and without discrimination
Privacy and Confidentiality
- Your personal information is protected under privacy laws
- We only share information when required by law or with your consent
- Support conversations are handled confidentially
- You control what information is shared and with whom
External Support Organisations
If you need additional support beyond Skymesh services, these organisations can help:
National Support Services
- 1800RESPECT: 1800 737 732 (24/7 counselling and support)
- 1800 ElderHelp: 1800 353 374 (Support for older Australians experiencing abuse | Mon–Fri during business hours, varies by state and territory)
- 1800 FULL STOP: 1800 385 578 (24/7 counselling and support)
- Lifeline: 13 11 14 (24/7 crisis support)
- National Debt Helpline: 1800 007 007 (Free financial counselling | Mon-Fri, 9:30am to 4:30pm)
- National Disability Abuse and Neglect Hotline: 1800 880 052 (Support for people with disability experiencing abuse or neglect | Mon-Fri, 9am to 7pm AEST/AEDT)
- Sexual Assault Helpline: call 1800 010 120 (Everyday, 7:30am to 11:30pm)
Women’s Services
- National Women’s Safety App: Available for download at www.imsafe.app
- Women’s Domestic Violence Court Advocacy Program: 1800 656 463 (24/7 support for women in NSW)
- DVConnect Womensline: call 1800 811 811 (24/7 support)
Men’s Services
- MensLine Australia: 1300 78 99 78 (24/7 support for men)
- DVConnect Mensline: call 1800 600 636 (24/7 support)
LGBTQI+ Support
- QLife: 1800 184 527 (Daily LGBTQI+ Support | Everyday 3pm–9pm local time)
- Rainbow Sexual, Domestic and Family Violence Helpline: 1800 497 212 (Support for LGBTQI+ people affected by domestic, family and sexual violence)
Culturally Specific Support
- InTouch Multicultural Centre Against Family Violence: 1800 755 988 (Culturally Specific Support in VIC | Mon-Fri, 9am to 5pm)
- Aboriginal Family Violence Prevention Legal Service: Contact your local service
For immediate danger, always call 000
We recognise that domestic, family and sexual violence can affect anyone regardless of age, gender, sexuality, cultural background, or economic situation. Our support is available to all customers without judgment or discrimination.
Last updated: 23.06.2025
The Customer Terms apply to customers of Skymesh, Bordernet, and Clear Networks.