Customer Safety Statement

Domestic, family and sexual violence support. The IT Dept Pty Ltd, trading as Underlay Networks. ABN 12 665 405 505

Immediate help

If someone is in immediate danger, call 000 from a working phone. Internet-based voice requires power and an internet connection; use another working service if yours is unavailable.

1800RESPECT offers free, confidential support for domestic, family and sexual violence, 24 hours a day, 7 days a week. Call 1800 737 732, text 0458 737 732, or use its online chat. If another person may monitor your device or account, use a safer device or connection where possible. Leaving this page does not erase browser, account or phone records.

Asking Underlay for support

Domestic, family or sexual violence can affect access to a business phone, internet connection, account or money. Support is available to affected people within the customer protections, including relevant small-business and not-for-profit customers and people experiencing sexual violence outside a domestic or family relationship.

Contact hello@underlay.au or 02 4398 7080. Ordinary support hours are 9am to 5pm Sydney time, Monday to Friday, excluding NSW public holidays. State that you need a safe-contact arrangement or customer-safety support; you do not need to describe the abuse. For an urgent request concerning lost connectivity and a safety risk, call and explain the urgency. These contacts are not crisis counselling or emergency services.

Tell us whether it is safe to respond, which contact method and times are safe, and whether we may leave a message. A callback can be arranged through either channel. We check safety before discussing your account and use only the contact method and times agreed with you. If it is unsafe to email details, ask for a safe callback without including sensitive information. An authorised support person can assist, with appropriate authority and safety checks. The National Relay Service can connect you to 02 4398 7080.

Your safety and information

We are committed to protecting affected customers' safety, privacy and access to communications. We will not ask you to contact an alleged perpetrator or their representative to arrange support, an account change or debt resolution. We will not require you to recount abuse or produce evidence of violence, except where law requires it or it is necessary to protect you. Any necessary request will be explained and limited to its purpose.

We discuss account access, authorised contacts, contact details, numbers, bills and other records that may expose information. Available changes depend on the service, lawful authority and what is safe for you. We explain consequences before acting, including notifications that another account holder might receive, and agree a safe approach. We restrict access to safety-support records and handle them under our Privacy Policy. Do not send sensitive records to a shared account without first agreeing a safe method.

Where a transfer to another staff member or support service is needed, we offer a supported handover with your consent so you do not have to repeat your circumstances unnecessarily. We do not promise that changing account details alone removes every source of risk.

Keeping you connected

We are committed to keeping affected customers connected. Once you seek domestic, family or sexual violence support, we will not restrict, suspend or disconnect your service unless you request it, subject to applicable law. If a service has already been restricted, suspended or disconnected and you express a safety concern, we act urgently to reverse that action. Where reversal is not practical, we offer an equivalent service as required by the customer-safety standard.

Violence and financial abuse can cause non-payment. Before any permissible credit action, we consider safety, another person's contribution to the debt and the assistance already agreed. Our Payment Assistance Policy explains free short-term and long-term options, including extensions, payment plans, credits and debt waivers. Evidence of domestic or family violence is not required to apply.

Complaints and further support

Tell us if support is not meeting your needs using either contact channel. Our Complaints Policy explains review and escalation. A complaint involving domestic or family violence and a threat to your safety or your children's safety is urgent. The Telecommunications Industry Ombudsman, 1800 062 058, can assess whether it can help with a telecommunications complaint.

For specialist support, contact 1800RESPECT. For financial counselling, contact the National Debt Helpline, 1800 007 007, or Small Business Debt Helpline, 1800 413 828. You can ask us for an accessible copy of this statement or help reaching those services.

Last updated 1 October 2026 · Version 2026-10-01.1