Legal Information

The Telecommunications Consumer Protections (TCP) Code provides a host of consumer safeguards for mobile, landline and internet users.

These safeguards are set out in clear rules that providers like us must follow when communicating and dealing with customers. The rules cover the areas of advertising and point of sale, billing, payment methods, complaint handling, financial hardship and more.

The TCP Code was developed by the Telecommunications Industry following extensive consultation and negotiation with consumer groups, the Australian Communications and Media Authority (ACMA), and other relevant interest groups. The ACMA regularly monitors compliance with the code.

 

DrimTel is committed to following the code and its principles. If you would like to talk to us about the code or how we are following it, please contact us support@drimtel.com.au.

You can find a copy of the code on the Communications Alliance website.

At DrimTel, we take the misuse of our services by domestic violence perpetrators extremely seriously and will provide effective and tailored assistance to customers who need our support.

Via technology, domestic and family violence can take many forms (this is also called “technology facilitated abuse”):

• Monitoring phone calls, social media and emails without the knowledge and approval of someone
• Loading spyware onto a computer or mobile phone in order to monitor a person without their knowledge
• Using technology to track the location of someone, for the purposes of monitoring, control or stalking
• Accessing accounts such as email, social media, or messaging to monitor or impersonate someone
• Logging in (without permission) and closing services, thereby cutting someone off from contacts

Your safety and privacy will be our priority. None of the information you give us will be disclosed to anyone else, even if their name is on the account.

View more information on our Privacy Policy.

 

We will work with you to find a solution for your individual situation (payment plans etc). For more information on how we can help, have a look at our Financial Hardship Policy.

 

Our Customer Service Team have been trained to assist people who are experiencing family violence. We also have a team of Family Violence Specialists that your account can be assigned to should you require additional support.

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 can put you in touch or refer you to organisations that specialise in working with and supporting people experiencing family violence, for immediate and or more long-term assistance.

 

For Women

1800RESPECT

National counselling helpline, information and support 24/7

1800 737 732

 

Daisy is an app developed by 1800RESPECT to connect people experiencing violence or abuse to services in their local area.

 

QLife

Telephone and online counselling, referrals and support groups for LGBTQI+ people and their families.

1800 184 527