Domestic and Family Violence Support
If you are in immediate danger, call 000.
If it is safe to do so, please access this information using a device that is not being monitored.
Our Domestic, Family and Non-Domestic Sexual Violence Statement
Lightning Broadband commits to addressing and responding to domestic, family and non-domestic sexual violence in the community by developing the polices and procedures referred to on this page.
We recognise that telecommunications products are essential services, particularly for individuals affected by domestic and family violence. We will not apply a collective label to those people, because no label is adequate for your diverse circumstances. We will simply call you ‘you’, the individual who you are. A reference to ‘you’ includes when you interact with us via your authorised representative.
We are committed to keeping you connected to telecommunications services. We acknowledge that these products can be misused to facilitate or perpetrate harm against you and therefore require careful and responsible management.
We are committed to treating you with respect and providing appropriate assistance as described below.
We recognise that domestic and family violence and non-domestic sexual violence, can contribute to financial difficulty. If this affects your ability to pay, you may be eligible for support under our financial hardship assistance program.
Assistance We Can Provide
Where you are an account holder, we may assist with:
- Connecting you with specially trained staff for additional support
- Protecting your privacy and security (for example, account protections or setting up a new account)
- Updating account information, including contact details and authorised representatives
- Keeping your service connected or restoring it where needed for your safety
- Establishing a new account where required to support your safety
- Providing personal records, bills and other account-related data
- Offering payment assistance arrangements in accordance with our financial hardship policies
Where you are not the account holder we can establish a new account for you, when practicable. In some circumstances we may also be able to assist you with transferring or taking ownership of a service.
You may nominate an authorised representative, including a support person or professional, to act on your behalf.
Contact and Communication Preferences
You may contact us using a preferred method tailored to your safety and circumstances. We can also arrange call‑backs where requested and will communicate in a manner that is safe and appropriate wherever reasonably practicable.
Contact details:
Phone: 1800 477 333
Telephone Contact Hours
Our Support Team is Melbourne‑based (local time):
- Monday – Friday: 8am – 8pm
- Saturday & Sunday: 9am – 5pm
Outside these hours, you may lodge a ticket with our out‑of‑hours team on 1800 477 333 or through your Customer Portal.
Email: special-support@lightningbroadband.com.au
This email address is monitored exclusively by our specialised team trained to handle sensitive matters, with strict privacy and confidentiality protocols in place.
Our Domestic and Family Violence Policy
Our Domestic, Family and Non-Domestic Sexual Violence Statement and Policy provides further information on how we can assist if you or someone you know is affected by domestic or family violence. This policy applies to our interactions with you, and the support and assistance we provide.
Service Continuity and Safety Measures
Where a service has been restricted, suspended, or disconnected and you advise that this creates a safety risk, we will prioritise your request and take reasonable steps to maintain or restore access to telecommunications services.
Depending on the circumstances, this may include:
- Reinstating a suspended or disconnected service
- Providing an alternative or equivalent service
- Implementing additional account security measures
All actions will be undertaken with regard to safety, feasibility and applicable legal requirements.
Financial Hardship Assistance
If you are experiencing or recovering from domestic or family violence, Lightning Broadband will provide free access to financial hardship assistance in accordance with our policies and applicable regulatory requirements. We will not require evidence of your circumstances, unless required by law.
Available support may include flexible payment arrangements and other measures designed to assist you to remain connected. For further information, please refer to our Payment Assistance Policy or contact us to speak directly with personnel who are authorised to deal with applications for financial hardship assistance:
- by calling 1800 477 333 during the following days and hours: 9am to 5:30pm Monday to Friday;
- by sending an email to help@lightningbroadband.com.au during the following days and hours: 9am to 5:30pm Monday to Friday.
External Support Services
- 1800RESPECT – National Domestic Violence and Sexual Assault Helpline
Phone: 1800 737 732 (24/7) - Lifeline
Phone: 13 11 14 - 1800 ELDERHelp
Phone: 1800 353 374 - Full Stop
Phone: 1800 385 578 - National Debt Helpline
Phone: 1800 007 007 - National Disability Abuse and Neglect Hotline
Phone: 1800 880 052 - Rainbow Sexual, Domestic and Family Violence Helpline
Phone: 1800 497 212 - Community Legal Centres Australia
Provides free or low‑cost legal advice and support - Men’s Referral Service
Phone: 1300 766 491 - Family Relationships Online
Phone: 1800 050 321 - Relationships Australia
Phone: 1300 364 277 - National Legal Aid
Links to legal aid commissions in each state and territory