Skip to content
Leave this site quickly

Family violence support

Last updated: 16 October 2026

If you are in danger right now, call 000.

If you’re experiencing domestic, family or sexual violence, we’re here to help you stay safely connected. You don’t need to tell us what happened, and you don’t need to prove anything.

Our commitment

ASG Communications, which supplies PhoneUs, has policies and procedures in place to protect the safety of people affected by domestic, family or sexual violence.

We’re committed to:

  • Staying connected: keeping you connected to your phone service.
  • Reversing a cut-off urgently: if your service has been restricted, suspended or disconnected and you tell us you’re worried about your safety, we’ll reverse it as a matter of urgency.
  • An alternative: if we can’t reverse it, we’ll offer you an equivalent service.

Paying your bill

Domestic, family or sexual violence can be a reason someone can’t pay their bill. If that’s you, you may be able to get help under our payment assistance policy. We won’t ask you for evidence.

How to contact us

  • Phone: 1300 845 293, 9am to 5pm Monday to Friday, Brisbane time, except public holidays. You’ll speak to a person.
  • Email: [email protected]
  • Call back: if it isn’t safe to talk now, email us, or ask when you call, with a number and a time that’s safe. We’ll call you back then. Tell us if we shouldn’t leave a message.

When you contact us, we’ll first check that it’s safe for you to talk. Then we’ll agree with you how and when we should contact you, and we’ll only use that.

How we’ll help

  • We won’t ask you for evidence that you’re affected by violence.
  • We won’t ask you to explain what happened before we help.
  • We won’t ask you to contact or deal with the person using violence.
  • We’ll keep your contact details, address and payment details private, and won’t give them to anyone without your consent unless the law requires it.
  • We can help you set up a new account that isn’t linked to the person using violence, or protect your account with a PIN or password.
  • If you’re worried about your safety, we won’t restrict, suspend or disconnect your service for at least 30 days unless you ask us to.

If you’re unhappy with how we’ve handled anything, you can make a complaint. If you tell us there’s a threat to your safety or your children’s, we treat it as urgent.

Support services

These services are free and confidential:

  • 1800RESPECT: national domestic, family and sexual violence counselling. Call 1800 737 732, 24 hours a day, or visit 1800respect.org.au
  • Full Stop Australia: sexual, domestic and family violence support. Call 1800 385 578
  • Rainbow Sexual, Domestic and Family Violence Helpline: call 1800 497 212
  • 1800ELDERHelp: elder abuse support. Call 1800 353 374
  • National Disability Abuse and Neglect Hotline: call 1800 880 052
  • National Debt Helpline: free financial counselling. Call 1800 007 007, or visit ndh.org.au

If you need an interpreter, call the Translating and Interpreting Service on 131 450.