Support for customers experiencing domestic or family Violence

If you’re experiencing domestic or family violence, we’re here to support you.

We know that staying connected can be vital during difficult times, and we are here to help.

Our Commitment

  • Your safety and privacy come first.
  • We will listen without judgement and work with you to provide safe options to keep you connected.
  • You will not need to prove your situation to get immediate help.

How We Can Help

Depending on your circumstances, we may be able to:

  • Change or cancel services to protect your safety.

  • Ensure your contact details are up to date and that only authorised individuals have access to your account.

  • Apply additional security to your account, including PIN protection, limiting access, and removing shared authorities where needed.

  • Provide a new phone number and account.

  • Transfer or separate accounts so you can stay connected.

If you call us on 02 5119 3688, please let our team know if you’re experiencing, or at risk of experiencing, domestic or family violence. You can also contact us via extracare@aldimobile.com if that’s safer for you.

Our team is available Monday to Sunday: 8am - 9pm (AET)

Safe and Confidential Support

Our team is specially trained to provide safe and confidential support. We will:

  • Check if it’s safe to speak with you and discuss your account.

  • Confirm whether it’s safe to make any changes to your account.

  • Agree with you on the safest contact methods and times to communicate.

Extra Support

If you need more help, you can contact:

Inclusive Support

We support all customers, including those from culturally and linguistically diverse backgrounds, LGBTQIA+ communities, people with disability, and older Australians.

If you require an interpreter, you can contact Translating and Interpreting service on 131 450

The Translating and Interpreting Service (TIS National) provides access to interpreters for people who do not speak English.

TIS National operates 24 hours a day, 7 days a week, offering access to over 3,000 interpreters across Australia in more than 160 languages.

How to access TIS:

  • Customers who require an interpreter can call 131 450 to connect directly with TIS National.

  • If a non-English speaking customer contacts our team, we can also arrange an interpreter through TIS National to assist during the conversation.

These services help ensure all customers can access information and support in their preferred language.

Hearing or Speech Difficulties

The National Relay Service (NRS) is an Australian Government initiative that helps people who are deaf, hard of hearing, or have a speech difficulty communicate with anyone over the phone. If you have hearing or speech difficulties, you can contact us through the NRS using your preferred relay service. For more information, visit Helping you connect .