Domestic and Family Violence Policy

Domestic, family and sexual violence affects people of all backgrounds, and telecommunications services can be used as a tool of control. LCorp IT is committed to supporting clients affected by domestic and family violence with safety, respect and privacy, and to making sure our services are not used to cause harm. This policy explains what we will do. Support under this policy is free.

• Email: admin@lcorpit.com.au
• Phone: 07 5662 5995
• Post: LCorp IT, PO Box 430, Oxenford QLD 4210

You can tell us you are affected by domestic or family violence, or you can ask for help without saying why. You can contact us yourself or through a support worker, advocate or authorised representative. We will not ask you to prove that you are experiencing violence, and we will not require you to repeat your story to different staff.

Safe communication. We will ask you how and when it is safe to contact you, and we will only use those methods. We will not send account correspondence, bills or notices to an address, email or phone number that you tell us is not safe.

Privacy and account security. We will protect your personal information and account details. We will not disclose your details, service address, or usage information to another person on the account without your consent, even if that person is an account holder. We can add a password or security question to your account, and we will record on your account that additional care is required.

Separating accounts. If a service is on an account shared with the person causing harm, we will help you move your service and number to a new account in your own name, or establish a new service, without requiring the consent of the other account holder, and without early termination charges.

Financial support. We recognise that domestic and family violence often causes financial hardship. You can access assistance under our Financial Hardship Policy, and we will waive late fees, early termination charges and reconnection fees where violence has contributed to the difficulty. We will not pursue you for debts on a shared account that were incurred by the person causing harm, and we will not refer such debts to a collection agency or list a default with a credit reporting body.

Priority handling. Requests from clients affected by domestic and family violence are treated as urgent. We will respond within 2 working days and resolve the matter as quickly as possible.

Trained staff. Our staff are trained to recognise and respond to domestic and family violence and to handle these matters with care and confidentiality.

We will not knowingly allow our services to be used to harass, stalk, monitor or control another person. If you tell us that a service is being used this way, we will take reasonable steps to help, which may include changing numbers, removing access to account information, or restricting the service.

• 1800RESPECT: 1800 737 732, 1800respect.org.au (24 hours)
• Lifeline: 13 11 14
• MensLine Australia: 1300 78 99 78
• Kids Helpline: 1800 55 1800
• 13YARN (Aboriginal and Torres Strait Islander crisis support): 13 92 76
• DVConnect (Queensland): 1800 811 811

If you are not satisfied with the support we provide, you can make a complaint under our Complaints Handling Policy or contact the Telecommunications Industry Ombudsman on 1800 062 058 or at tio.com.au.