Domestic and family violence support

If you're experiencing domestic or family violence, your safety is our priority.

We offer dedicated support to help keep you connected safely.

How we can help?

Contact our dedicated support team who are specially trained to provide sensitive, confidential support.

Ways we can support you

How we help you stay in control and secure:

  • Set up safe communication methods
  • Protect your account privacy
  • Transfer services without contacting the other party
  • Provide flexible options to maintain your connection

National support services

You can call these numbers even if you have no credit:

Your privacy matters

We take extra steps to protect your information when you're experiencing domestic or family violence:

  • Secure account access options
  • Confidential communication methods
  • Staff trained in privacy protection

View our domestic and family violence policy

Financial hardship assistance

As a prepaid provider, you'll never owe us money. But we understand that sometimes keeping your service active can be difficult.

How we can help?

We are committed to supporting customers who may require payment assistance due to financial hardship. Our priority is to keep you connected.

  • Flexible recharge options
  • Plan advice to match your situation
  • Access to emergency services even without credit

Pay as you go option

Our Pay As You Go plan lets you maintain your service with minimal cost. You only pay for what you use – ideal for keeping your number active during tough times.

  • Pick what works for you
  • Credit that lasts a full year

Free calls even without credit

You can always call these important numbers, even with zero credit:

Get support

Contact us

Phone: 1300 989 000 (Monday to Sunday: 8am - 9pm AEDT)

Email: extracare@aldimobile.com.au

Payment assistance

You can apply for payment assistance by visiting our payment assistance page here

External support

National Debt Helpline: 1800 007 007 or visit National Debt Helpline

Financial Counselling Australia: 1800 007 007

Scam protection

Scams are becoming more sophisticated. We're committed to helping you stay safe from mobile scams and fraud.

Common mobile scams

These are some of the trending scams to be aware of:

  • Fake text messages claiming to be from banks or government
  • Missed call scams that charge premium rates when returned
  • Phishing attempts requesting personal information
  • Scam calls pretending to be from trusted organisations

How to protect yourself

What you can do to protect yourself:

  • Never share verification codes or passwords
  • Be cautious of unexpected calls or messages
  • Check the sender's details carefully
  • Report suspicious activity immediately

Report a scam

If you've received a suspicious call or message:

Accessibility support

We're committed to making our services accessible to everyone.

Alternative contact methods

National Relay Service

Accessible information

Translator services

  • Dial 131 450 and ask to connect with ALDI Mobile

Require further assistance?

Support person

Account support

You can nominate a support person to help manage your account.

Contact us to set this up.

Domestic & family violence

We are committed to supporting your safety and privacy, helping you access the services and protections you need while staying connected.

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 (AEDT)

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 .

Financial hardship

Helping you stay connected and supported during financial hardship with flexible plans and essential resources.

Finanical Hardship

If you’re experiencing financial difficulty, our pre-paid plans put you in total control.

There’s no lock in contract, no risk of overspending and you have the option to change your plan at any time to suit your financial situation. There are no penalties for changing plans but if you have an active plan and switch to another, the remaining credit will be forfeited and will not be refunded.

You may wish to consider a Pay As You Go plan which offers flexible, casual rates and you pay only for what you use. This is ideal if you need to simply maintain your service for emergencies or for when your situation improves.

As long as your service remains active, you can call these numbers even if you have no credit:

Organisation Number Service
Emergency Services 000 Police, Ambulance, Fire
Beyond Blue 1300 224 636 Mental health support
Family Drug Support 1300 368 186 Drug and alcohol support for affected family and friends
Lifeline 13 11 14 Crisis support, suicide prevention
Men's Line Australia 1300 789 978 Men's only counselling service
State Emergency Services 13 25 00 Storm, flood, hail, wind assistance
Suicide Call Back 1300 659 467 Counselling for people affected by suicide
1800 Respect 1800 737 732 Support for people impacted by sexual assault, domestic or family violence and abuse
Kids Help Line 1800 55 1800 Counselling for people aged 5 - 25 years old
National Disability Abuse and Neglect Hotline 1800 880 052 Reporting abuse and neglect of people with a disability
Veterans & Veterans Families Counselling Service 1800 011 046 Counselling for current and ex-serving Australian Defence Force members & families
Disability Directory Assistance 12 551 Directory assistance for disability services
Reverse Charges 12 550 Operator assistance service to connect calls and reverse charge to receiving party
ALDI Mobile 2534

You may wish to speak with a community financial counsellor on 1800 007 007 or seek assistance from the National Debt Helpline www.ndh.org.au.

Community welfare organisations like St Vincent de Paul Society, Salvation Army and Anglicare may also assist.

We have a Financial Hardship policy if you need further assistance from us. This can be found in the Legals and rates section of our website.

Scam protection

As scams continue to evolve, we’re committed to giving you the information you need to spot suspicious activity and protect yourself.

Protecting your ALDI Mobile account

We take your account security seriously because your mobile number is more than just a way to keep in contact - it's often the key that unlocks access to your emails, banking, social media and work accounts.

Keep reading to understand how we keep your account safe and what you can do to help keep it that way.

How do we keep your account safe?

Everything at ALDI Mobile starts with identification.

  • When you login to My ALDI Mobile, you will be required to provide your mobile number or ALDI Mobile account number and your password.
  • If you contact us on the phone, you will be required to answer some identification questions before we assist you with your ALDI Mobile account.
  • If you contact us through online form or email, we will also ask you identification questions to ensure you are authorised to access the ALDI Mobile account.
  • If you have a security question listed on your account, we will also ask you for the correct answer before allowing access to your account.
    • If you want a security question added to your account, please contact us.

High risk transactions

After logging in or successfully identifying yourself, there are some things that you may ask us to do that we consider "high risk". 

A high risk transaction is any transaction that may cause you to lose access to your service. 

Transactions that cause you to lose access to your service are considered "high risk" because we know that your phone number may be used to verify access to other online accounts you have, like banking or social media. Examples include:

  • Requests to swap a mobile number to a new SIM card
  • Requests to suspend access to a mobile number
  • Requests to change your existing mobile number to a new number 
  • Requests to terminate a mobile number

Any request to change the personal, contact or security information on an account is considered a high risk transaction. 

Transactions that result in these kinds of changes are considered "high risk" because they potentially change how you interact with your online account, how we identify you and who we allow to access your account and account information. Examples include:

  • Online password change requests 
  • Account contact number change requests 
  • Account contact email address change requests 
  • Change requests related to your name, date of birth or address
  • Adding, editing or removing any authorised contacts listed on the account 

Increased security for high risk transactions

Before a high risk transaction is processed on your account, you will need to verify a unique code that we will send to either the contact email address or contact mobile number on your account. 

After you receive the code, you will need to verify that code with us.

If you're in your online My ALDI Mobile account, you will need to type the code in. If you're speaking with us over the phone you will need to provide it to the ALDI Mobile team member.

Online password resets

When you request the password to your to My ALDI Mobile account to be changed, the process is slightly different.

You will first need to provide us with an ALDI Mobile phone number attached to the account. After you enter in the phone number, a link will be sent to the contact email address attached to the ALDI Mobile account

When you click the password reset link you received in your email inbox, you will then be required to input your new password twice and will also need to provide the date of birth listed on the account.

If you input the wrong date of birth, the password reset will not proceed. If the date of birth matches, the password to your My ALDI Mobile account will be reset.

Protecting yourself from unauthorised online password resets

An unauthorised online password reset is a request to reset your My ALDI Mobile account password that was not made by you.

Unauthorised access to an ALDI Mobile account often starts with an unauthorised online password reset. 

For a successful online password reset to occur, the person performing the reset must:

  1. Know at least one active mobile number on the ALDI Mobile account to trigger the password reset email to be sent
  2. Have access to the email address that is attached to that ALDI Mobile account to access the password reset link
  3. Know the date of birth attached to that ALDI Mobile account to verify the change of password

A unauthorised person may already have obtained access to your email address and the information they need to answer our identification questions before they attempt an unauthorised online password reset.

What could happen if someone gets access to my ALDI Mobile account?

When someone gets access to your ALDI Mobile account, there are many ways you could be impacted:

Any mobile service on the account could be swapped to a different SIM card

This means that the number will be disconnected from the current SIM card and it will be moved to a new SIM card. 

Whoever has the new SIM card will now start receiving phone calls and messages sent to that number.

The contact, personal and security information on that account could be changed

If someone gains access to your My ALDI Mobile account, they could also change key information on the account that may make it harder or impossible for you to gain access again.

This includes changes to the name on the account, the date of birth, the contact email or mobile number and the names of any authorised contacts on the account.

Your usage information could be exposed

Someone with access to your My ALDI Mobile account will also be able to see the usage of each mobile service on the account. That means they could see the mobile numbers you've been interacting with and the times and dates you interacted with them.

Protecting your ALDI Mobile account using Multi-Factor Authentication (MFA) 

A key way to protect your ALDI Mobile account is to secure your email account with Multi-Factor Authentication (MFA).

Multi-Factor Authentication adds an extra layer of security to your email login process. Instead of just entering a password, MFA requires a second form of verification, like a code sent to your phone, a fingerprint scan, or an authentication app.

This means even if someone steals the password to your email account, they still can’t access it without that second factor.

5 reasons your email needs MFA

Here's five reasons to enable MFA on your personal email address:

1) Your email is the master key

Your ALDI Mobile account, your bank account and many other online services, use your email address for password resets. 

If someone gains access to your email inbox, they can potentially reset the password to any online account that your email address is linked to.

2) Passwords aren't enough

Having strong password isn't enough anymore. Passwords can be compromised through phishing scams, data breaches and other types of cyber attacks.

MFA significantly reduces the risk of unauthorised access to your email inbox.

3) Scams and hacks are on the rise

Cybercrime is on the rise and the cybercriminals are getting smarter.

MFA helps protect you even if you accidently click on a malicious link or enter your details into a fake website.

4) Peace of mind

Knowing that your email address is protected with MFA gives you confidence that your personal information is safer, even if your password is leaked.

5) It's quick and easy to do

Most major email providers offer simple, easy MFA setup options. It usually takes just a few minutes and the security benefits are long-lasting.

How to setup MFA on your email account

Here are some MFA how-to guides for popular email providers: 

If your email provider isn't listed above, reach out to them directly to see how to enable MFA.

Why do we care?

At ALDI Mobile and we believe that MFA is essential to ensuring the safety of your ALDI Mobile account - that's why we already use MFA before you process a high risk transaction on your account.

However, we only have control over what happens inside your ALDI Mobile account - we don't have any control over your email account.

If someone gets into your email inbox, they can do serious damage to your ALDI Mobile account, including resetting your online password, changing your contact information and swapping your number to a new SIM card. 

Links and resources

  • Click here to see the ACMA's tips on dealing with phone scams.
  • Click here to read Scamwatch's advice on protecting yourself from scams
  • If your identity has been compromised or stolen, IDCARE can help. Call 1800 595 160 or visit www.idcare.org.

Need additional support?

If you have other needs not covered here, please contact us.

Call

We're open Monday to Sunday: 8am - 9pm (AEDT)

Email

Write

  • Our postal address is: ALDI Mobile, PO Box 730, CHATSWOOD, NSW, 2067, AUSTRALIA