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Introduction
While Twilio’s services are not used for residential or domestic purposes, we are nonetheless conscious of keeping any of our at-risk customers safe from harm. Twilio recognises the harmful effects of domestic, family and sexual violence on individuals and the community, and is committed to fulfiling its obligations with respect to any affected customers in accordance with the applicable rules and standards in Australia.
What is Considered Family and Domestic Violence
These behaviours can consist of physical violence or other types of abuse, power, coercion or control. They may include threats, unwelcome communications, economic and financial abuse, technology facilitated abuse, and sexual violence. They are often designed to create dependency or to isolate, monitor, dominate, or control another person.
Domestic and family violence can occur in any personal relationship including between intimate partners, parents and children, immediate and extended family groups, communal and extended kinship connections, and in carer and guardianship arrangements.
Where to go for Help
If you have been affected by domestic or family violence, or are at risk of being affected, the following third-party Australian-based organisations can help.
| Organisation | How they can help | How to contact them |
|---|---|---|
| 1800Respect | They provide confidential support for people directly and indirectly experiencing, or at risk of, domestic, family or sexual abuse. |
Call: 1800 737 732 (24x7 support) Visit: |
| Relationships Australia | They offer counselling, mediation, dispute resolution and educational programs for individuals and families. | Call: 1300 364 277 |
| 13YARN | This is a First Nations crisis support line, for free and confidential support. |
Call: 13 92 76 (24x7 support) |
| Ask Izzy | They connect people who are in need with services covering housing, food, money, family violence support and counselling. |
Visit:askizzy.org.au |
| inTouch | They provide support services and programs for those experiencing family violence in migrant and refugee communities. | Call: 1800 755 988 |
| Kids Helpline | This is a free counselling service available for young people aged 5 – 25 years of age. |
Call: 1800 551 800 (24x7 support) |
Twilio plans to have further support in place for its Australian customers that may be affected by domestic and family violence by 1 January 2026, and will update this website with more information in due course.
If you are an Australian based customer and require support from Twilio in relation to your account (or an account you are using) for our services, we can be contacted as follows:
- Phone: Call +61 7 4519 4014 Or
- Twilio Support page: help.twilio.com
If you are an affected person 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.
More information on how to contact Twilio Support can be found here: Contacting Twilio Support
Privacy
If you feel your browsing history is being monitored, or want to keep it private so that 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
Related Twilio Pages and Links
Authorised Account Representatives and Advocates
Payments Assistance (Financial Hardship) Policy
How Twilio Billing Works
Accessibility and Accommodations
If you require Twilio to make accommodations for your enquiry based on language issues, disadvantage, disability, or any other special needs, please let us know how we can best assist.
The Translating and Interpreting Service (“TIS”) is also available to help Twilio communicate with you, if you have a culturally and linguistically diverse background. TIS offers 160 different languages and that are available for immediate and pre-booked phone or on-site conversations. You can contact TIS on 131 450, or, you may request that Twilio contact the TIS on your behalf.
If you have a hearing or speech impairment and need special assistance to communicate with us, you can use the National Relay Service at:
- Phone: 1800 555 660 or
- Website: https://www.accesshub.gov.au/