Domestic, Family & Sexual Violence Policy
LIVA Telecom is committed to supporting customers who are experiencing, or have experienced, Domestic, Family and Sexual Violence (DFSV). Our primary objective is to prioritise the safety and wellbeing of affected individuals.
LIVA Telecom is a business name of CKS Group Australia Pty Ltd (ABN 32 621 849 518)
If you are in immediate danger, call 000.
For 24/7 national support, contact 1800RESPECT on 1800 737 732.
Contents
- Purpose
- Application of Policy
- Support Services
- Definitions
1. Purpose
This policy outlines LIVA Telecom's commitment to supporting customers who are experiencing, or have experienced, Domestic, Family and Sexual Violence (DFSV). Our primary objective is to prioritise the safety and wellbeing of affected individuals.
In Australia, one woman is killed 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 has also experienced domestic violence.
Access to mobile and internet services plays an increasingly critical role in everyday life. For victims and survivors of DFSV, telecommunications services can be both a vital lifeline and, at times, a means of control. Financial hardship associated with leaving a violent situation can also affect a person's ability to maintain access to essential telecommunications services.
2. Application of Policy
This policy applies to all customers who use LIVA Telecom services.
In the telecommunications industry, Domestic, Family and Sexual Violence may involve what is commonly referred to as technology-facilitated abuse. This can include, but is not limited to:
- Monitoring phone calls, emails, or social media without a person's knowledge or consent.
- Installing spyware on a mobile phone or computer to monitor someone without their awareness.
- Using technology to track a person's location for the purposes of control, monitoring, or stalking.
- Accessing email, messaging, or social media accounts to monitor or impersonate another person.
- Accessing an account without permission and cancelling or closing services, thereby isolating a person from their contacts.
LIVA Telecom takes the misuse of its services by DFSV perpetrators extremely seriously. We are committed to providing effective, sensitive, and tailored support to customers who need assistance.
You may contact us using the communication method you feel most comfortable with:
- Contact LIVA Telecom customer support through our website.
- Phone support with our customer service team on 1300 345 148 during business hours (9AM to 10PM AET).
- Email support is available at support@livatelecom.com.au.
You may also choose to nominate a trusted person to contact us on your behalf, such as a financial counsellor, social worker, or a family member or friend. With your consent, we will communicate with your nominated support person in line with our privacy obligations.
If you consent to having details of your circumstances recorded on your account, you will only need to explain your situation once. Our team will rely on the information you provide, and where possible, no additional evidence will be required.
Your safety and privacy are our highest priorities. Information you share with us will not be disclosed to anyone else, even if another person's name appears on the account.
Further information about how we handle personal information is available in the LIVA Telecom Privacy Policy on our website.
We understand that DFSV can significantly affect a customer's financial circumstances. LIVA Telecom will work with you to identify suitable solutions based on your individual situation, including payment plans or other support measures.
For further information, please refer to our Financial Hardship Policy.
Our Customer Service Team receives training to assist customers who are experiencing DFSV. They can provide additional support where required and will treat all customers with empathy, understanding, and respect.
Where appropriate, we can also provide referrals to specialist organisations that support people experiencing DFSV, whether immediate or longer-term assistance is needed.
3. Support Services
Support Services for Women
DAISY App
An app developed by 1800RESPECT to connect people experiencing violence or abuse with local support services. Available on Google Play and the Apple App Store.
Support Services for Men
Men's Referral Service
Free phone counselling, information and referral service supporting men to stop using violence or abuse against family members.
Support Services for LGBTIQA+
QLife
Telephone and online counselling, referrals and support groups for LGBTQI+ individuals and their families.
Rainbow Door
A free helpline providing information, advice and referrals for LGBTIQA+ Victorians, their friends and families.
4. Definitions
| Term | Definition |
|---|---|
| DFSV | Domestic, Family and Sexual Violence |
Questions or complaints?
LIVA Telecom | Level 49, 8 Parramatta Square, Parramatta NSW 2150 | ABN: 32 621 849 518