Domestic, Family and Sexual Violence Policy
If you would prefer to nominate someone to discuss your account on your behalf please complete the below nomination form and email it through to accounts@cwnet.com.au
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Call 000 if you
need help right now.
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Your Safety is Important
Phone and internet access have become
increasingly important in our everyday lives. For those who are victims and
survivors of domestic and family violence, a mobile phone or internet service
can be a lifeline, but also a tool of control, and the financial hardship often
facing those escaping a violent situation can impact their ability to pay bills
and access telecommunications services.
This policy outlines CWNet’s
commitment to supporting customers who are experiencing, or have experienced,
family & domestic violence.
This policy sets out the resources and
ways we can help support you if you are affected by domestic or family abuse.
This can include physical, sexual, emotional, and/or psychological abuse.
Domestic or family abuse can also
involve situations of technology facilitated abuse or financial abuse, which
are both serious forms of domestic and family abuse where someone uses money or
technology to gain power or control over their partner (or relative).
Keeping
you safe and helping you stay connected to your support
network
is our priority.
Your information is safe. Your privacy is
priority.
If you let us know that you are
affected by domestic and family violence, we won’t disclose anything you tell
us to another person, even if their name is on the account. We have a secure
process, designed to ensure you do not need to explain your situation to us
each time you contact us. We will be guided by the information you provide to
us and provide you with assistance to support your safety.
You can choose to communicate with us
via the platform you are most comfortable with, with ways to contact us found
in this policy and on our website here - https://www.cwnet.com.au/contact/
You
may want to nominate someone to contact us on your behalf. This may include a
financial counsellor, social worker or a friend or family member. Just let us
know who your support person is when we speak with you and provide consent for
them to act on your behalf, then we can work with them in line with our privacy
obligations.
For more information visit our Privacy
Policy on our website here – https://www.cwnet.com.au/tc/
What if I am having trouble paying my bill?
We understand that your situation may
make it hard for you to pay your bill. Let us know if this is the case so that
we can look at how we can help you. We will provide financial hardship
assistance where possible and provide you with a tailored response.
You can find a copy of our Financial
Hardship Policy here – https://www.cwnet.com.au/policies/
We will work with you to find a
solution for your individual situation. We provide payment plans or other
support, guided by your circumstances.
Contact Us
You can contact CWNet either via
·
phone call or SMS – 0429 659 220
·
email – accounts@cwnet.com.au
·
Facebook messenger - https://www.facebook.com/CWNetwisp
We will treat you with understanding,
empathy and respect, and we will do everything we can to help while also
complying with our industry guidelines.
We will work with you in a respectful
and appropriate way, will check with you about how you want to proceed and will
not ask for proof of your situation before providing assistance.
Other Support Services
In an emergency or if you’re not
feeling safe, always call 000
If you need any further support, we have set out below some external support services available across Australia.
Helplines
|
1800RESPECT |
Relationships
Australia
|
|
NSW Domestic Violence Line |
Elder
Abuse Helpline |
|
Lifeline |
QLife |
|
MensLine Australia |
Men’s
Referral Service (MRS) – No To Violence |
|
Kids Helpline |
Child
Protection Helpline (NSW) |
|
Link2home |
Staying
Home Leaving Violence Program |
|
Central Tablelands and Blue
Mountains Community Legal Centre |
|
DCJ Community Services Centre
Bathurst
Level 1, 205 Howick St, Bathurst NSW
2795 |
|
a national forced marriage service run by
Anti-Slavery Australia |
|
NSW Domestic Violence Line |
Special Communication Needs
Spoken Language Interpretation
If you need a spoken language
interpreter, you can contact the Australian Government’s
Translating and Interpreting Service
(TIS) by calling 131 450. Please note that a personal account is required and
fees may apply. For more information, visit https://www.tisnational.gov.au/en/Non-English-speakers/Available-services.
For written translations of this
document, you may wish to use a commercial service such as
Ethnic Interpreters & Translators.
They can be contacted on (03) 9998 2280, or you can visit
https://ethnic.com.au for more
information. Fees apply
National Relay Service
If you are deaf or have difficulty
hearing or speaking over the phone, you can use the National Relay Service
(NRS). For more information, visit https://www.accesshub.gov.au/about-the-nrs
Feedback and Complaints
We welcome feedback to improve our DFV
support.
To contact CWNet;
·
call or SMS – 0429 659 220
·
email – accounts@cwnet.com.au
·
Facebook messenger -
https://www.facebook.com/CWNetwisp
All feedback and complaints will be
handled promptly, respectfully, and with a focus on safety and confidentiality.