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At MaxoTel, your safety comes first. We support customers experiencing domestic and family violence, or non-domestic sexual violence, with practical processes that help protect privacy, maintain essential telecommunications services, and make account support easier during difficult circumstances.
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Our statement
Our priority is your safety
Domestic and family violence takes many forms and can affect anyone. It may be emotional, physical, financial, sexual or technology-facilitated abuse, or may involve controlling behaviours that make you feel unsafe. MaxoTel will always prioritise your safety and protect your privacy. We will help you to stay connected so you can reach essential services and support networks, while respecting your choices.
Our commitment to you
We consider safety and inclusion when developing and reviewing our systems, processes, and telecommunication products, with the aim of reducing risk for people affected by domestic and family violence or non-domestic sexual violence. We also recognise that support is not one-size-fits-all. Customers may have different needs and experiences shaped by their personal, cultural, and social circumstances. That’s why we aim to provide help that is sensitive, practical, and suited to each situation.
What we can do
Our team is here to help and trained to respond with discretion and sensitivity. When you contact us, we’ll first make sure it’s safe to continue before supporting you with any account or service changes. We’ll work with you to find the best options for your situation and help keep you connected. You do not need to provide evidence of your experience of violence to receive immediate assistance under this policy, unless necessary to protect your safety.
If you’re the account holder
We can help with:
- Swapping your SIM card or getting a new number or service
- Changing your plan
- Setting your calls to private
- Cancelling a service, or restoring a service after non-payment (where possible)
- Flexible payment arrangements*
- Financial hardship assistance, including support under our Financial Hardship Policy
- *The team will confirm your preferred methods and times for safe contact, offer options to strengthen account security and privacy, and review or make changes to authorised contacts on your account if required.
If you’re not the account holder
We can help with:
- Setting up a new mobile or landline service on a new account
- Moving your services into an independent account
For urgent reconnections
If your service has been restricted, suspended, or disconnected, and you let us know you may be experiencing domestic and family violence or sexual violence and are concerned about your safety, we will treat your reconnection as a priority. If we cannot restore the same service straight away, we will work with you to provide another suitable telecommunications service so you can stay connected and supported.
Help with bills and payments
If you’re having trouble paying your bill, please let us know. We understand that domestic, family, or non-domestic sexual violence can affect your financial security and make it harder to pay for telecommunications services. We can discuss financial hardship support and, where possible, work with you to find an option that suits your circumstances. Before taking any debt recovery action, we will consider your circumstances and whether another person may be responsible for the bill, to help find a safe and appropriate way forward. For more information about the support available, please read our Financial Hardship Policy.
How we handle your information
We know reaching out for support isn’t always easy, so your privacy is our priority:
- Any information you provide remains confidential unless you provide consent
- We will use your preferred contact method wherever possible
- We will not ask for proof or to explain your situation each time you contact us
- Required ID checks for account changes are handled securely and never disclosed
Your information is protected under the Privacy Act 1988 (Cth) and the Australian Privacy Principles. You can also read our Privacy Policy for more information about how we manage your personal information
How to contact us
If you need to talk to us, our trained specialists are here to help. You can reach our team in any of the following ways:
By calling us on 1800 12 12 10
By emailing [email protected]
By raising a request through the
My Account Portal by selecting
Support and Feedback > Submit a Ticket
My Account Portal by selecting
Support and Feedback > Submit a Ticket
Accessibility and language support
If you have a hearing or speech difficulty, you can contact our team through the National Relay Service (NRS):
- Call: 1800 452 566
- Choose your NRS action option
- Text: 0423 677 767
- Ask the relay officer for MaxoTel’s dedicated support team number: 1800 12 12 10
For more information on how to use this service, please visit accesshub.gov.au.
If you speak a language other than English
If English is not your first language, you can use the Australian Government’s Translating and Interpreting Service (TIS National) to reach us:
- Call - 131 450
- Ask the interpreter to call MaxoTel - 1800 12 12 10
Other support services that can help.
You don’t have to go through this alone. There are several organisations that can support you.
13 YARN
Beyond Blue
InTouch
1800 ElderHelp
Full Stop Australia
Men’s Referral Service
1800 RESPECT
Lifeline
Relationships Australia
National Debt Helpline
Kids Helpline
StandbyU Foundation
National Disability Abuse and Neglect Hotline
Rainbow Sexual, Domestic and Family Violence Helpline
If it’s an emergency or you’re in immediate danger, please call 000.
Making a complaint
If you are not satisfied with the help you’ve receive from us or if we provided an outcome you think is unreasonable, you can make a complaint:
By calling us on 1800 12 12 10
Monday - Friday (7:30AM - 7:30PM)
Saturday (10AM - 2PM)
AEST
By raising a request through the Account Portal
by selecting Support and Feedback > Submit a Ticket.
DOWNLOAD THE POLICY HERE
If you’re not happy with our handling of a complaint you’ve made, you can seek complaint mediation for free and independent assistance from the Telecommunications Industry Ombudsman (TIO).
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