At MATE, we care about more than just your internet or mobile service. We understand that life can be complicated, and staying connected is especially important if you are experiencing domestic or family violence.
Whether it is keeping your service private, helping with account access, or simply being someone who listens, we are here to support you safely, respectfully and without judgement.
📞 Need to speak to someone?
We have a dedicated team ready to support people impacted by domestic or family violence.
- Phone: 02 8357 0515
- Email: [email protected]
- Operating hours: Mon to Fri 8:30am to 7:00pm AEST, Sat to Sun 9:00am to 5:00pm AEST
► What is domestic and family violence?
Domestic and family violence is any behaviour in an intimate or family relationship which is violent, threatening, coercive or controlling, causing a person to live in fear.
Domestic and family violence can happen in intimate relationships, including:
- Couples who are married or engaged to be married, separated or divorced, whether of the same or different sex
- De facto partners, whether of the same or different sex
- Couples promised to each other under cultural or religious tradition
- Dating couples
Domestic and family violence can also happen in family relationships, including:
- People related through blood, marriage, de facto partnerships, adoption or fostering, including siblings and extended family
- The full range of kinship ties in Aboriginal and Torres Strait Islander communities
- Constructs of family within lesbian, gay, bisexual, transgender, intersex or queer communities
- People living in the same house or residential care facility
- People reliant on care
Domestic and family violence can impact anyone and occurs across all communities. Gender is the biggest risk factor, with women and children most at risk from current or former partners.
It Stops Here: Standing together to end domestic and family violence in NSW (PDF)
► How we can support you
Phones, internet services and account access can sometimes be misused in harmful ways, including:
- Accessing call history, messages or usage details without consent
- Logging into accounts without permission or impersonating you
- Disconnecting, transferring or changing services to isolate you
- Setting up new services in your name without consent
If you are experiencing anything like this, please reach out. Our team is trained to support people affected by domestic or family violence and will treat you with respect, patience and understanding.
If you prefer, we can add a private note to your account so you do not need to repeat your story each time you contact us.
► Why your privacy matters to us
Anything you share with us stays between you and MATE. We will not share your information with anyone, even if they are listed on your account.
You can read more in our Privacy Policy.
► How we can help with payments
If you are experiencing financial hardship, we will work with you to find a solution that suits your situation. This may include payment plans or other support options.
More details are available in our Payment Assistance Policy.
► What if we cannot help directly?
While we do not offer dedicated internal DFV counselling services, we can help connect you with specialist support services, including:
- 1800RESPECT – 1800 737 732 – 24/7 counselling and support
- Lifeline – 13 11 14 – Crisis support
- WESNET – 1800 937 638 – Specialist women’s DFV services
- MensLine Australia – 1800 789 978
- QLife – 1300 184 527 – LGBTIQ+ peer support
Important links
🔗 MATE Domestic and Family Violence Support Policy (PDF)
DFV Support Policy
