We’re here to help.

Dodo is committed to helping customers affected by domestic and family violence, and non-domestic sexual violence. We believe that everyone has a right to live free from violence, abuse and fear.

Our commitment

The wellbeing and safety of our customers affected is our priority, and we have procedures and policies in place to help protect the safety of our customers.

We understand that each person’s experience is shaped by a combination of factors – including gender, culture, language, disability, sexuality, age, financial situation, and social or geographic location, which can create unique barriers to safety, privacy, and access to support.

Our Specialised Care team members are dedicated for customers facing family and domestic abuse.   Our Specialised Care team are equipped with the expertise and authority to provide customer-specific support and assist those who are experiencing challenges in accessing and managing their critical communication services.

We understand that telecommunication is an essential service, and that domestic and family violence, and, non-domestic sexual violence, can be a reason for non-payment.  Our Specialised Care team can also provide support via our financial hardship payment assistance program. 
Our goal is to keep you safe and assist you to remain connected.

Depending on your individual circumstances, some of the options we may be able to offer to help you remain safe and/or connected include:

• Update/add additional security to your account
• Add/remove authorised parties
• Change your mobile or internet plan
• Review options available to move service(s) onto a new account
• Remove a service you no longer require
• Assist with creating a new service (mobile/internet)
• Swap your mobile SIM
• Restore a service cancelled due to non-payment (if available)
• Relocate your service
• Provide short or long-term payment plan or financial hardship assistance

How to get in touch with us?

If you are experiencing or impacted by a domestic or family abuse situation, our Specialist Care team can be contacted on 1300 312 337 Monday to Friday 9.00 am – 5.00 pm AEST.  If you need an interpreter, please call the translating and interpreting services (TIS National) on 131 450 and ask to be connected to I Primus.

If you’re deaf, hearing or speech impaired, please contact the National Relay Service (NRS) on 1800 555 660. 

If you are unable to make contact via phone, or it is unsafe to do so, you can also contact us via email: financialhardship@iprimus.com.au or submit a request for assistance via our webform: Get support

Need more help?

Here are some links and information to services that could assist you.