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LUNET recognises the serious and often hidden impacts of domestic and family violence and the critical role that access to safe and secure telecommunications plays in accessing support. We prioritise the safety of affected persons, and this statement outlines how we can assist if you or someone you know is affected by domestic and family violence.
LUNET maintains specific operational guidelines designed to safeguard customers dealing with domestic and family violence. We make it our mission to ensure that victims remain securely connected to essential communication networks.
If your LUNET service faces any form of restriction, suspension, or termination while you are worried about your personal security, we will deliver solutions to maintain your link to the outside world. We treat these requests with the utmost urgency and will quickly reverse service disconnections or establish alternative, equivalent services based on your practical safety needs.
The security of your personal data and account privacy is central to our protection efforts. Our staff is trained to provide empathetic, trauma-aware assistance so that you do not have to repeat the details of your situation to multiple representatives. Our team is available to assist you with:
If the current service is registered under someone else's name, we can help you build an entirely new account. Where feasible, we will also guide you through the process of taking over or transferring ownership of an existing connection.
LUNET delivers this immediate care without demanding proof of abuse. If a specific administrative action carries a legal mandate for formal evidence, we will explain exactly what is needed and promise not to keep any sensitive records longer than the law strictly requires.
Please use any of the avenues listed below to get in touch with our team or request a secure call back:
| Contact Method | Details | Operating Hours (AEST) |
|---|---|---|
| lunet-admin@lunet.net.au | 9:00am - 5:00pm, Mon-Fri (AEST) | |
| Phone | +61 399 700 445 | 9:00am - 5:00pm, Mon-Fri (AEST) |
| Online Message | Send a message via LINE or Facebook and check out our website at: https://lunet.net.au/en/ | 9:00am - 5:00pm, Mon-Fri (AEST) |
For assistance in a language other than English, you may engage the Translating and Interpreting Service (TIS National) by calling 131 450 or by visiting their primary digital portal at https://www.tisnational.gov.au/. Customers who are d/Deaf, hard of hearing, or experience speech difficulties are welcome to contact our team via the National Relay Service (NRS), or they can explore communication methods on the government Access Hub website at https://www.accesshub.gov.au/.
You have the right to select an interaction method that aligns perfectly with your safety requirements, or you can specify how we should perform a secure telephone call back. You are also welcome to appoint a trusted advocate—such as a certified social worker, a family member, or a friend—to manage the account details on your behalf.
Every piece of information you share regarding family or domestic hardships will remain strictly confidential within our organisation, bound only by formal legal reporting requirements. We pledge to listen attentively to your specific needs and frame our solutions around your personal safety. Your privacy is protected under the enforceable terms of our corporate Privacy Policy.
LUNET recognises that domestic, family, or sexual violence frequently creates unexpected financial instability and non-payment difficulties. We offer several structured paths to prevent service disruption when you are experiencing financial strain. To look over the full spectrum of available relief measures, please consult our formal Payment Assistance Policy.
We welcome feedback to improve our DFV support. To contact us, call +61 399 700 445 or email lunet-admin@lunet.net.au. You can read more about our complaints handling processes in our Complaints Handling Policy. All feedback and complaints will be handled promptly, respectfully, and with a focus on safety and confidentiality.
If you require supplementary support, specialised guidance, or emergency protection, several independent groups stand ready to assist you:
SECURITY REMINDER: If you suspect that an unauthorised individual is observing your digital footprint, please utilise the private or incognito browsing mode on your web browser when visiting these help websites. This configuration ensures that your local device does not store a record of your online history and automatically purges data tracking cookies once the session concludes.