Domestic & Family Violence Support

Staying safely connected matters most when things are hardest. This page explains the support Shift provides to customers affected by domestic and family violence, consistent with the ACMA's Telecommunications (Domestic, Family and Sexual Violence Consumer Protections) Industry Standard.

1. What you can expect from us

• You only need to tell us once. With your consent we record the support you need so you never have to re-explain your situation to each new person.
• Trained staff. Our team is trained to respond safely and respectfully, and you can ask to deal with one nominated contact.
• We'll never require you to contact the other party on an account, or to stay on a shared account, as a condition of helping you.
• Your safety comes first in every process we run — identity checks, account changes, debt management and disconnection decisions.

2. Practical help we provide free of charge

• Separating you from a shared account and setting up your own, keeping your number.
• Changing your mobile number, and ensuring your details are unlisted from directories and the public number database.
• Extra account security: additional verification, restricted account notes, and blocking high-risk changes (like SIM swaps) without your chosen safeguards.
• Fast-tracked payment assistance — hardship requests connected to family violence are treated as urgent, and we do not require evidence of violence to provide support.
• Choosing exactly how and when we contact you, so our communications don't create risk.

3. Talking to us

Call 1300 744 388 and ask for the customer care team, or email [email protected]. You can be supported by an advocate, financial counsellor or authorised representative at any time. Complaints connected to domestic and family violence are handled urgently under our Complaints Handling Policy.

4. Other support services

• 1800RESPECT — 1800 737 732 (24/7 national counselling)
• National Debt Helpline — 1800 007 007 (free financial counselling)
• Lifeline — 13 11 14 (24/7 crisis support)
• MensLine Australia — 1300 789 978