Domestic &Violence

EzySim Domestic and Family Violence Position Statement

Domestic and family violence has no place in our society.

At EzySim, we are committed to supporting customers and employees affected by domestic and family violence with care, compassion, and confidentiality.

For immediate danger or emergencies, always contact emergency services by calling 000.

Recognising Domestic and Family Violence

If you are experiencing domestic or family violence, EzySim is here to support you.

We understand that access to communication services can be critical for people impacted by domestic or family violence. Staying connected can help individuals access emergency assistance, support networks, and essential services safely.

At EzySim, we are committed to supporting customers affected by domestic and family violence with empathy, respect, safety, and confidentiality.

Our Commitment

EzySim has procedures and policies in place to help protect the safety and wellbeing of customers affected by domestic and family violence.

We are committed to:

• helping customers remain connected to their telecommunications services;
• working urgently to restore or provide alternative services where practical if a service has been restricted, suspended, or disconnected and the customer’s safety may be at risk;
• protecting customer privacy and confidential information;
• providing compassionate and respectful support tailored to individual circumstances; and
• taking action against the misuse of telecommunications services for abusive or threatening behaviour.

We’re Here to Help

If you need support, please contact the EzySim Customer Care team.

You can request:

• a safe callback at a preferred time;
• communication via email where appropriate;
• assistance updating account details or services for safety reasons; and
• confidential support from trained team members.

For immediate danger or emergencies, always contact emergency services by calling 000.

Support Services and Emergency Assistance

General Support Services

• 1800RESPECT
  Call 1800 737 732
  National counselling, information, and support service for domestic, family, and sexual violence.
• Lifeline Australia
  Call 13 11 14
  24-hour crisis support and suicide prevention services.
• Ask Izzy
  Connects people with housing, food, family violence support, counselling, and other essential services.
• MensLine Australia
  Call 1300 789 978
  Telephone and online support service for men experiencing relationship and family difficulties.

State and Territory Domestic Violence Services

• NSW Domestic Violence Line — 1800 656 463
• Safe Steps Victoria — 1800 015 188
• DVConnect Queensland — 1800 811 811
• Domestic Violence Crisis Service ACT — (02) 6280 0900
• Domestic Violence Helpline WA — 1800 007 339
• Domestic Violence Crisis Service SA — 1800 800 098
• Family Violence Counselling and Support Service Tasmania — 1800 608 122
• Darwin Aboriginal and Torres Strait Islander Women’s Shelter — (08) 8928 1206

Additional Support Services

• Police Assistance Line — 131 444
• Kids Helpline — 1800 551 800
• 13YARN — 13 92 76
• National Debt Helpline — 1800 007 007
• Rainbow Sexual, Domestic and Family Violence Helpline — 1800 497 212
• Full Stop Australia — 1800 385 578
• 1800 ElderHelp — 1800 353 374
• National Disability Abuse and Neglect Hotline — 1800 880 052

EzySim’s Approach

EzySim stands against all forms of domestic and family violence.

We recognise that everyone’s situation is unique and that abuse can affect people of all backgrounds, ages, genders, cultures, and communities.

Our approach is founded on:

• empathy and compassion;
• safety and privacy;
• respect and dignity; and
• practical support to help customers stay connected.

We also recognise that addressing domestic and family violence requires cooperation across government, businesses, and the wider community.

Understanding Domestic and Family Violence

Domestic and family violence can take many forms, including:

• physical or sexual abuse;
• emotional or psychological abuse;
• economic or financial abuse;
• threatening, coercive, or controlling behaviour;
• technology-facilitated abuse;
• restricting access to phones or internet services; and
• any behaviour causing fear, harm, or intimidation.

How EzySim Can Support Customers

1.Protecting Customer Safety and Privacy

EzySim may assist customers by:

• helping update or secure account information;
• assisting with phone number changes where appropriate;
• helping transfer ownership of services if required for safety;
• protecting confidential customer information; and
• working with customers on safe communication methods.

We will never knowingly disclose personal information to perpetrators or third parties without proper consent unless required by law.

2.Financial Hardship Support

We understand that domestic and family violence can contribute to financial hardship.

Customers experiencing financial difficulty may be eligible for payment assistance or hardship support options through EzySim.

Our team will work compassionately and confidentially to explore available support options.

3.Technology-Facilitated Abuse

EzySim recognises the growing misuse of technology to harass, monitor, intimidate, or control others.

Examples may include:

• excessive unwanted calls or messages;
• unauthorised access to accounts or voicemail;
• tracking or monitoring using apps or devices; and
• threatening or abusive communications.

EzySim maintains a zero-tolerance approach to the misuse of our network or services for abusive behaviour and may take action where misuse is identified.

4.Supporting Our Employees

EzySim is committed to supporting employees who may be affected by domestic or family violence.

We aim to provide a safe and supportive workplace environment with access to resources, training, and assistance programs where appropriate.