Domestic Violence Policy

Last updated: April 2026

1. Our Commitment

Wi-Sky Queensland Pty Ltd (trading as Sky5G) is committed to supporting customers who are affected by domestic and family violence (DFV). We recognise that domestic and family violence is a serious issue that can affect anyone, regardless of age, gender, cultural background, or socioeconomic status.

This policy is consistent with the requirements of the Telecommunications Consumer Protections (TCP) Code C628:2019 and the Australian Communications and Media Authority (ACMA) guidelines regarding the protection of customers affected by domestic and family violence.

We are committed to:

• Treating all customers affected by DFV with dignity, respect, and compassion
• Protecting the privacy and confidentiality of customers experiencing DFV
• Providing safe and flexible options for managing telecommunications accounts
• Training our staff to recognise signs of DFV and respond appropriately
• Ensuring our policies and processes do not inadvertently cause further harm

2. How We Can Help

If you are experiencing domestic or family violence, we can assist you with:

• Account security: Restricting access to your account information to protect your safety
• Number changes: Assisting with changing your phone number or contact details at no charge
• Silent number: Making your number silent or unlisted at no charge
• Separating joint accounts: Helping you establish your own individual account
• Information suppression: Suppressing your details from any shared account records or directories
• Payment flexibility: Providing flexible payment arrangements if you are experiencing financial hardship as a result of domestic violence (see our Financial Hardship Policy)
• Referral to support services: Connecting you with specialist DFV support services
• Waiving fees: All fees associated with DFV-related service changes will be waived

3. No Disconnection Guarantee

Your service will not be disconnected while a DFV claim is being assessed or while DFV-related arrangements are in place. We understand the critical importance of maintaining telecommunications access for your safety.

4. No Evidence Required

You are not required to provide evidence of domestic or family violence to access assistance under this policy. A simple disclosure is sufficient. If you do choose to provide supporting documentation, we will handle it with the strictest confidence.

5. Staff Training

All Sky5G staff who interact with customers receive training on:

• Recognising indicators of domestic and family violence
• Responding sensitively and appropriately to disclosures
• Understanding the available protections and assistance under this policy
• Maintaining confidentiality and privacy of DFV-affected customers

6. Contact Us

If you are affected by domestic and family violence and need assistance with your Sky5G account, please contact us:

• Phone: 1300 413 783 (ask to speak with a DFV liaison)
• Email: support@sky5g.com.au (mark your email as "Confidential - DFV")
• In person: Visit our office and ask to speak privately with a staff member

All enquiries will be handled with the utmost confidentiality and sensitivity. DFV-related requests are treated as urgent.

7. Support Services

If you or someone you know is experiencing domestic or family violence, the following services can help:

8. Complaints

If you are not satisfied with how we have handled a DFV-related request, you can lodge a complaint through our Complaints Handling process. DFV-related complaints are treated as urgent and will be resolved within 2 working days.

You may also contact the Telecommunications Industry Ombudsman (TIO) at any time:

• Phone: 1800 062 058 (free call)
• Online: www.tio.com.au

This policy is reviewed annually to ensure it remains current and effective.