If you're in immediate danger or need urgent help:
Call 000.
Domestic & Family Violence Support
At Quokka Net, we understand that domestic and family violence can impact your safety, privacy and access to essential services.
We are committed to supporting customers who may be affected, and to helping you stay safely connected.
How we can support you
If you are experiencing domestic or family violence, we can assist with:
- Keeping your service connected where it is safe to do so
- Urgently restoring services that have been restricted, suspended or disconnected due to safety concerns
- Providing an equivalent service where reconnection is not possible
- Helping you set up a new account that is not linked to another person
- Adding privacy and security protections to your account (e.g. PINs, safe contact details)
- Supporting you to update your contact preferences so we only communicate in a way that is safe for you
You only need to tell your situation once – our team will ensure your case is handled appropriately from there.
Contact us safely
You can contact us using any of the following methods. If you have a preferred or safe way to communicate, please let us know.
Dedicated support line
Other contact options
📧 Email support
💬 Live chat
📞 Standard support number (1800 663 977)
If you’re Deaf, hearing or speech impaired
Contact us via the National Relay Service (NRS) on 1800 555 660.
Business hours:
Monday to Friday, 8:30 AM – 6:15 PM AET (excluding national public holidays)
If you would prefer us to contact you, we can arrange a callback at a safe time and method.
Your privacy and safety
Your safety is our priority.
We will:
- Only communicate with you using your preferred and safe contact method
- Not require you to contact or engage with any other person on your account
- Not require you to provide evidence of your situation (except where required by law)
- Take steps to protect your personal information and account from unauthorised access
Financial hardship support
We understand that domestic and family violence can impact your financial situation.
If you are experiencing difficulty paying your bill, you may be eligible for support under our financial hardship program.
Please contact us so we can discuss options available to you.
External support services
You are not alone. The following organisations can provide confidential support:
- 1800RESPECT – 1800 737 732
- 1800 ElderHelp – 1800 353 374
- 13YARN – 13 92 76
- Full Stop – 1800 385 578
- National Debt Helpline – 1800 007 007
- National Disability Abuse and Neglect Hotline – 1800 880 052
- Rainbow Sexual, Domestic and Family Violence Helpline – 1800 497 212
If you are in immediate danger, call 000.
Our commitment
Quokka Net has policies and procedures in place to support customers affected by domestic and family violence.
We are committed to:
- Supporting your safety, privacy and security
- Helping you remain connected to essential services
- Responding quickly where your safety may be at risk