If you're in immediate danger or need help right now call 000

Twilio Australia domestic, family and sexual violence Statement of Support

Twilio is committed to supporting individuals impacted by domestic, family or sexual violence (DFSV), and we have policies and procedures in place to help protect your safety in these circumstances. 

Although Twilio’s services are not generally used for residential or domestic purposes, we recognise that safe and reliable communications can be critical to personal wellbeing and safety. Our staff are trained to provide compassionate, trauma-informed and confidential assistance.

This Statement sets out the support available to customers who are impacted by DFSV and how they can access it.
 

What domestic, family and sexual violence can include

Domestic, family and sexual violence encompasses a range of behaviours used to threaten, coerce, control or harm another person. These behaviours can include physical violence, threats, intimidation, verbal or emotional abuse, economic or financial harm, technology-facilitated abuse, and sexual violence. They may be designed to create dependency or to isolate, monitor, dominate or control another person.

Domestic and family violence can occur in any personal or family relationship, including between intimate partners, parents and children, extended families, kinship groups, and within carer or guardianship arrangements.

How Twilio can help

If you tell us that you are experiencing, or may be experiencing DFSV, Twilio can provide assistance. We are committed to helping you stay connected, or urgently reconnecting you in the event that you have safety concerns. Twilio will not require you to provide evidence of violence to access support. 

• Safe and confidential communication: We will begin every interaction by asking whether it is safe for you to communicate. You may choose the method and timing of our contact.

• Access to trained personnel: You may request to speak with a team member who has received specialised DFSV training. If you prefer, we can connect you directly with them so you do not need to repeat your situation.

• Privacy, safety and account security options: Depending on your circumstances, we may help you to:
  • Update or secure your account and billing information
  • Modify or remove authorised users
  • Add or update PINs, passwords or safe verification channels
  • Create a new account that is not linked to another person
  • Adjust contact or communication settings to improve safety
• Connectivity protections: If your access to Twilio has been restricted, suspended or disconnected and you tell us you have concerns about your safety, we will act urgently to restore it. If this is not practical we will offer you an equivalent service, where possible.

We recognise that DFSV can be a reason for non-payment for services, and you may be entitled to further assistance under the Twilio Australia Payment Assistance Policy.

How to contact Twilio safely

If you require assistance, you can contact Twilio at any time using the method that feels safest to you, or ask Twilio to contact you at a particular time or using a specific communication method, using the following details:

• Web form: Twilio DFSV Form
• Email: porting@twilio.com

If at any time it becomes unsafe to continue communicating, please tell us and we will stop immediately or switch to a preferred communication method.

If you have been impacted by DFSV and a Twilio service you were using has been restricted, suspended or disconnected, please contact us (using the details above) so that we can offer the necessary support to address this circumstance appropriately.

Protecting your privacy

Twilio manages all information provided by impacted customers with strict confidentiality. Our staff follow trauma-informed practices and will work with you to identify options that maximise your safety. Twilio will not:

• Disclose your personal information without your consent, unless legally required
• Require you to interact with the alleged perpetrator, or their representative
• Show support-related calls to domestic or family violence helplines on your activity records
• Make changes to your account without your authorisation

If you feel your browsing history is being monitored, or want to keep it private so  another person is not able to view the websites you have visited, you can do this by following these instructions to clear your web browsing history:

Instructions for Google Chrome
Instructions for Microsoft Edge
Instructions for Apple Safari

 

External support services

If you require immediate or specialist help, the organisations below can provide confidential support: