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Your safety is our priority

OnePass mobile is committed to assisting our customers who may be affected by domestic or family abuse. This can include physical, sexual, emotional, and/or psychological abuse, as well as technology-facilitated or financial abuse. Our customers' safety and keeping them connected to their support network is our priority.

When you call our support team on 1300 222 825 and let us know you're experiencing or in danger of experiencing domestic or family abuse, we will check the following with you:

• Safe to continue speaking
• Safe to change account details
• Safe to change service details

Need financial assistance? See our financial hardship policy for how we can help.

Solutions we can offer

We will always try to find a solution that meets your needs. Depending on your circumstances, some of the solutions we may be able to offer you include:

If you are the account holder:

1. Change your mobile plan(s)
2. Cancel your service(s)
3. Issue you a new mobile number
4. Advice on how to make your number silent
5. Swap your mobile SIM
6. Restore a service cancelled due to non-payment (if available)
7. Provide financial hardship assistance

If you are not the account holder:

1. Offer you a new mobile number on a new account
2. Offer you a new prepaid service
3. Explore options to move a service into an independent account

Need more assistance?

You can call our specialist team on 1300 222 825 to discuss how we can help you, Monday to Friday: 9am - 5pm.

If you are in immediate danger or need help right now, call 000.

Other useful resources

1800Respect

Provides support for Australians experiencing, or at risk of, sexual assault, domestic or family abuse.

Call: 1800 737 732 (24x7 Support)

Visit: https://1800respect.org.au/

Free call from payphone, and Optus landline and mobile services.

Kids Helpline

Free, 24x7 phone and online counselling service for young people aged 5 to 25.

Call: 1800 551 800 (24x7 Support)

Visit: https://kidshelpline.com.au/

Free call from payphone, and Optus landline and mobile services.

National Debt Helpline

Free and independent assistance from financial counsellors.

Call: 1800 007 007 (24x7 Support)

Visit: https://ndh.org.au/