Domestic, family and sexual violence support.

Use whichever method is safest for you.

You do not need to provide detailed information about what happened. We will not require evidence of domestic, family or sexual violence in order to provide Customer Safety support.

• Phone: 1300 110 210 and ask for Customer Safety assistance.
• Email: support@q10systems.com.au with the words “Customer Safety” in the message.
• Online: use the website contact form and select or write “Customer Safety”.

Our normal Service Desk hours are Monday to Friday, 8:30am to 5:00pm AEST, excluding Queensland public holidays. If you ask us to call you back, tell us the safest telephone number or email address, the safest time and method, whether we may leave voicemail or send an SMS, and whether Q10 may be identified in a message.

You may nominate an authorised representative, support person or advocate to assist you. We may need to verify their authority before discussing account information.

How Q10 can help.

Depending on the service, account structure, authority available and the safety risk, we can discuss reasonable options such as:

• updating contact details and safe communication preferences
• changing passwords, PINs, security questions or authorised contacts
• reviewing account access and recent administrative changes
• restricting another person’s access where Q10 is lawfully authorised to do so
• assisting with transfer, separation or establishment of a service where available and lawful
• reviewing billing, payment assistance and debt options
• applying reasonable calling, account or portal restrictions
• reconnecting or providing an equivalent service where required and technically possible
• recording only the minimum safety information needed to provide support
• prioritising an urgent complaint or safety request where the telecommunications rules require it.

We will explain what Q10 can do, what may require the account holder’s authority, what depends on a carrier or wholesaler and what safer alternative may be available.

You should not have to create more risk to ask for help.

We will not require an affected person to:

• contact, negotiate with or obtain permission from an alleged perpetrator
• repeatedly explain the circumstances to multiple Q10 team members where this can reasonably be avoided
• provide evidence or unnecessary detailed descriptions of abuse
• use a communication channel that they have told us is unsafe.

Where another provider, carrier or account owner controls the requested change, we will explain the limitation and use reasonable efforts to identify a safer available path.

Keeping essential connectivity available.

Q10 will consider safety before taking service restriction, suspension, disconnection or credit-management action. Where the telecommunications customer-safety or payment-assistance rules prohibit that action, we will not proceed unless the affected person requests it or another lawful exception applies.

Where an urgent safety risk requires reversal of a restriction, suspension or disconnection, Q10 will take the action required by law or provide an equivalent service where reconnection is not reasonably practical.

Domestic, family or sexual violence can also contribute to financial hardship. Payment assistance is free and is available to eligible customers under our Payment Assistance Policy.

Customer Safety information is treated as sensitive.

Q10 will limit access to people who reasonably need the information, confirm safe communication preferences before discussing the issue, avoid disclosing the request to another person unless authorised or required by law, and use identity and security checks that do not unnecessarily create further risk.

We may need to disclose limited information to a carrier, wholesaler, regulator, emergency service or another provider where necessary to carry out an authorised request, meet a legal obligation or protect a person from serious harm. Where lawful and safe, we will explain this first.

Customer Safety complaints can be escalated.

Making a complaint is free. A safety-related telecommunications complaint will be treated as urgent where the applicable rules require it. See the Q10 Complaints Handling Process.

If you are not satisfied with how we have handled a complaint about Q10 Business Internet or Q10 Voice, you can contact the Telecommunications Industry Ombudsman, a free and independent service.

• Phone: 1800 062 058
• Website: tio.com.au

Last updated: August 2026.