Domestic Violence / Confidentiality Policy and Procedure

Acsess Health is committed to supporting customers experiencing domestic or family violence by providing compassionate and confidential assistance tailored to their individual needs. We understand that telecommunication services are essential, especially during challenging times, and we are here to ensure uninterrupted access to communication while protecting customer safety and privacy.

Scope
This policy applies to any customer of Acsess Health who identifies as experiencing or having survived domestic or family violence. It encompasses all aspects of telecommunications services, including billing, account management, and customer support.

1. Confidentiality and Privacy
We prioritize the confidentiality and safety of customers:

  • Customers’ circumstances will be handled with the utmost discretion and sensitivity.
  • Information disclosed will only be used for the purpose of providing support and will not be shared without explicit consent, except where required by law.

2. Tailored Financial Hardship Support
We understand that domestic violence may impact financial security. Available support includes:

  • Flexible payment arrangements, including reduced payment plans or temporary suspension of bills.
  • Waivers of late fees and penalties.
  • Debt management or reduction options, assessed on a case-by-case basis.

3. Account Security and Protection
To protect customers’ safety, we offer:

  • Account security updates, including changing account passwords, PINs, and secret questions.
  • Account name changes where required for privacy.
  • Transfer of services to a new account, free of charge, when moving to a safer location where possible and or practical.

4. Service Accessibility
We work to maintain essential communication service, offering:

  • Emergency short-term service suspension with reconnection assistance at no charge.
  • Assistance in activating prepaid services for temporary or alternative arrangements.
  • Priority reconnection for disrupted services.

5. Dedicated Support Team
Customers can contact our specialized Domestic Violence Support Team:

  • Trained representatives will work with customers to provide compassionate support.
  • Staff are trained in recognizing signs of domestic violence and respond appropriately.
  • Customers will not have to repeat their story to multiple representatives.

6. Documentation Flexibility
Where proof of hardship is required:

  • We accept various forms of documentation, including letters from support organizations, caseworkers, or statutory declarations.
  • We strive to make the process straightforward and stress-free.

7. Collaboration with External Support Services
We collaborate with external agencies to refer customers to additional services such as:

  • Domestic violence helplines.
  • Financial counselling and legal aid services.
  • Community and housing support organizations.

8. Complaint Resolution
We are committed to resolving any concerns quickly and fairly:

  • Customers can contact us at accounts@acsess.com.au to raise complaints.
  • We aim to resolve issues within a timely manner. Escalations are handled with priority.

Contact Us
If you are experiencing domestic violence, please contact us through any of the following:

  • Dedicated Support Line: 1300 736 785 Option 4
  • Email: accounts@acsess.com.au

You can also access support from 1800RESPECT (1800 737 732), a national service offering confidential information, counselling, and referrals.
We stand with you and are here to ensure you remain connected when it matters most.