If you are in immediate danger, call 000.
Domestic, family and sexual violence can affect anyone. Phone and internet services can be used to control, track or harass a person. This policy explains how GoTroppo supports customers who are affected, and how to contact us safely.
How to contact us safely
- Phone 1300 876 776, Monday to Friday, 8:30 am to 7:00 pm AET, or email support@gotroppo.com.au.
- Tell us the safest way and time to contact you. We will use only that method. We will not leave messages unless you say it is safe.
- You only need to tell us your story once. We record what you agree we can record, so that you do not need to repeat it.
- A support worker, advocate or other person you trust can contact us for you. See Appointment of an Advocate or Authorised Representative.
- Interpreter: call the Translating and Interpreting Service on 131 450. National Relay Service is available.
What we will do
- Believe you. You do not need to prove that you are affected by violence to get our help.
- Keep you separate from the other person. We will not ask you to contact, or get permission from, the person who uses violence, including when they are the account holder or an authorised person on the account.
- Protect your details. We will not give your address, contact details or location to another person on the account or to anyone else without your consent, except where the law requires it.
- Make your account safer. We can add a password to your account, change your contact details, and remove other people’s access to your account.
- Check your identity in other ways. If you cannot get your usual identity documents, we will accept other ways to confirm who you are, including confirmation from a support worker.
- Move your service. We can move a service into your name or separate it from a shared account, and keep your phone number where possible. We do not charge a fee for this.
- Keep you connected. If your service has been limited or suspended and this puts your safety at risk, tell us. We will restore it urgently, or give you another way to stay connected.
- Help with bills and debt. If violence affects your ability to pay, we offer help under our Payment Assistance Policy. We will consider waiving debt that was caused by the person who uses violence.
Support services
- Emergency: 000
- 1800RESPECT (24 hours, 7 days): 1800 737 732, 1800respect.org.au
- Lifeline (24 hours, 7 days): 13 11 14
- 13YARN (Aboriginal and Torres Strait Islander crisis support): 13 92 76
- Kids Helpline: 1800 55 1800
- eSafety Commissioner (technology-facilitated abuse): esafety.gov.au
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If you are not happy with how we helped
Follow our Complaint Handling Process, or contact the Telecommunications Industry Ombudsman on 1800 062 058 or at www.tio.com.au.
About this policy
This policy is issued by GoTroppo Networks Pty Ltd (ABN 64 677 130 979), trading as GoTroppo. The Chief Executive Officer owns this policy. Last reviewed: 5 November 2026.
