Flip – Domestic and Family Violence Statement
Our policies and procedures
Flip has policies and procedures in place to protect the safety of customers who may be affected by domestic and family violence or non-domestic sexual violence.
Our commitments
We are committed to:
- keeping affected persons connected; and
- reversing restrictions, suspensions or disconnections where affected persons express or indicate concern about their safety or offering an equivalent telecommunications service where reversal is not practical.
Interaction with financial hardship
We recognise that domestic and family violence or non-domestic sexual violence can be a reason for non-payment and that affected consumers may be entitled to financial hardship assistance under the Telecommunications (Financial Hardship) Standard 2024. For further information, see our Payment Assistance Policy here.
Contact us
If you are in immediate danger or need urgent assistance, call 000.
Otherwise, please direct any requests for assistance to:
- safesupport@flipconnect.com.au or
- +61 2 9102 6569, available from [9:00am] to [6:00pm] on [Monday through Friday]
You can also visit the following resources for more support on domestic or family violence
- The national domestic, family and sexual violence counselling, information and support service
- Call: 1800 737 732
- Visit: 1800respect.org.au
Accessibility
We want this statement to be accessible to everyone.
If you are deaf, hearing or speech impaired, you can contact us via the National Relay Service at accesshub.gov.au or 1800 555 660. For speech-to-speech relay, please call 1300 555 727.
If you speak a language other than English, such as Arabic, Greek, Japanese, Mandarin, Cantonese, Indonesian, Hindi or Tagalog, you can call our multi-lingual call centre on 1300 354 788 (within Australia) or +61 2 6686 1601 (outside of Australia), with the call centre being available from 9 am to 6 pm AEST from Monday to Friday.
You may also contact us via a government language interpreter service such as the Translating and Interpreting Service at tisnational.gov.au or 131 450.