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
- Phone: 1300 859 241
- Email: accounts@contact.skymesh.com.au
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)
- Lifeline: 13 11 14 (24/7 crisis support)
- Men’s Referral Service: 1300 766 491 (support for men)
Women’s Services
- National Women’s Safety App: Available for download
- Women’s Safety NSW: 1800 943 123
LGBTQI+ Support
- QLife: 1800 184 527
- Switchboard Victoria: 1800 184 527
Culturally Specific Support
- InTouch Multicultural Centre Against Family Violence: 1800 755 988
- 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.