Family & Domestic Violence Policy

1 — Purpose

This policy outlines Caznet's commitment to supporting customers who are experiencing, or have experienced, domestic, family and sexual violence (DFSV). Our purpose is to prioritise the safety and wellbeing of affected customers.

In Australia, one woman is murdered every week by a current or former partner, and one in three Australian women has experienced physical violence since the age of 15. One in twenty men also experience domestic violence.

Phone and internet access have become increasingly important in everyday life. For those experiencing DFSV, a phone or internet service can be a lifeline — but also a tool of control. The financial hardship often associated with escaping a violent situation can also impact a person's ability to pay bills and maintain telecommunications services.

This policy is issued in accordance with the Telecommunications (Domestic, Family and Sexual Violence Consumer Protections) Industry Standard 2025.

2 — Are You Affected?

DFSV in the context of telecommunications can take many forms. It is often referred to as technology-facilitated abuse and can include:

• Monitoring phone calls, social media or emails without the knowledge or approval of someone;
• Loading spyware onto a computer or mobile phone to monitor a person without their knowledge;
• Using technology to track the location of someone for the purposes of monitoring, control or stalking;
• Accessing accounts such as email, social media or messaging to monitor or impersonate someone; or
• Logging in without permission and closing services, thereby cutting someone off from their contacts.

If any of the above applies to you, or if you are experiencing DFSV in any other form that is affecting your telecommunications services, please contact us. We are here to help.

3 — How We Can Help

Caznet takes the misuse of our services by DFSV perpetrators extremely seriously. We will provide effective and tailored assistance to customers who need our support. You can contact us by phone or email:

You may also nominate a support person — such as a financial counsellor, social worker, or a friend or family member — to contact us on your behalf. Let us know who your support person is when you first contact us and provide your consent for them to act on your behalf, and we will work with them in line with our privacy obligations.

We can also refer you to organisations that specialise in supporting people experiencing DFSV, for immediate or ongoing assistance.

4 — Support Services

The following services are available to anyone affected by DFSV in Australia. All services are free to contact.

5 — Privacy

All information you share with us in the context of this policy is handled with the strictest confidence. Our Privacy Policy sets out how we collect, use and protect your personal information. We will not disclose your circumstances to other parties — including other account holders — without your explicit consent, except where required by law.

6 — Definitions