Domestic, family and sexual violence support
If domestic, family or sexual violence is affecting your account or service, FlexrUC can help. Talking to us is safe and confidential. You don’t have to explain what is happening or prove it.
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Our commitment to you
FlexrUC has policies and procedures in place to protect the safety of people affected by domestic, family and sexual violence. Our people are trained to follow them.
We are committed to:
- keeping you connected to your phone and communications services
- urgently reversing a restriction, suspension or disconnection of your service if you tell us you are concerned about your safety
- offering you an equivalent service if reversing it is not practical
How to reach us
Our Accounts team is trained to support you. Every call is answered by people trained to handle domestic and family violence situations. We are available Monday to Friday, 9:00am–5:00pm AEST/AEDT, excluding NSW public holidays.
Phone
Call 1300 266 439 and ask for safety support.
Request a call back
Use the form on our Contact us page and select Safety support, or ask during any call or email. Tell us a safe number or email address and a safe time — we will only contact you that way.
billing@flexruc.com.au — you can simply write “Safety support” in the subject line.
In person
Meet our Accounts team in person or by video call, by appointment. Contact us by any channel above to arrange it.
Need an interpreter? Call TIS National on 131 450. Deaf, or have a hearing or speech impairment? Use the National Relay Service on 1800 555 660.
Help with paying your bill
We recognise that domestic, family and sexual violence — including sexual violence outside a domestic or family relationship — can be a reason you can’t pay your bill. You may be entitled to financial hardship assistance under the Telecommunications (Financial Hardship) Industry Standard 2024. We won’t ask for evidence.
Read our Payment Assistance Policy.
Support organisations
These independent services offer free, confidential support.
Our full policy
Find out more about the support we offer in our Domestic, Family and Sexual Violence Policy, on our General Terms & Policies page.