Our commitments

• We never require you to contact the person causing harm, or involve them in anything to do with your account.
• You choose how we contact you. Choose one of these when you contact Support:
  • Only in your Dashboard. We never email you about your situation. Our replies wait in Support in your Dashboard for when it is safe for you to look. Choose this if an email from us arriving at the wrong moment could put you at risk.
  • By email to the email address on your account.
  We save your choice on your account and use only that method about your situation until you change it in Support in your Dashboard. We reply in writing only: we do not phone, call back or send texts. Automatic account emails, such as receipts, go to your account email; if that is not safe, we will help you change it.
• No proof needed. We will not ask for evidence of violence before helping you. We note on your account that you have told us, so you should not have to explain it again.
• Your details are protected. Your real email and phone number are never shown to the people who message you, and your records are encrypted. We never confirm to anyone whether you have an account unless the law requires it. The only exception is the one-time notice that tells a sender their messages are processed by AI and stored, which we can turn off if it could put you at risk. Replies you send through FenceChat still end with a short “Sent via FenceChat using AI” line.
• We keep you connected. If your service has been paused or stopped and you are worried about your safety, tell us and we will try to restore it urgently. If it cannot be restored exactly as it was, for example because your number is no longer available, we will set you up with a new FenceChat number, or help you move to a new account with a new FenceChat email address.
• Family violence can affect your ability to pay. If it does, you may be able to get help such as more time to pay or a payment plan under our Payment assistance policy.
• Safety complaints are urgent and dealt with within 2 working days. See how to make a complaint.

How we can help with your account

We can change where your messages are delivered or your phone number (after checking it is really you), turn off the sender notice, help with paying under our Payment assistance policy, or close your account after helping you export what you need.

How to tell us

Email support@fencechat.com or go to Support in your Dashboard, where you can add a safe way or time to contact you. Tell us what is happening and what would help; you do not need to use any particular words. We reply in writing on working days, 9am to 5pm Sydney time. We do not offer phone calls or call backs.

Other support

• eSafety Commissioner: help with technology-facilitated abuse at esafety.gov.au
• Lifeline: 13 11 14, 24 hours a day
• Police: 131 444 for non-emergencies