30/09/2026
Meet Ilona, one of our social work students, who recently helped an 80+ Greek woman reconnect her mobile phone after it was disconnected because she had missed paying a bill.
We regularly share food with Katerina* and DIVRS is a place she knows she can come for help.
When she told us her phone had been disconnected, we sat down with her and called the phone company. Together, we worked out what had happened and paid the outstanding bill.
But getting her number reconnected wasn’t so simple.
Because her phone was disconnected, she couldn’t receive the text needed to verify her identity. She doesn’t have email, so she came back with her passport. We were then told she would need to get a new number.
That wasn’t a small thing. Like most of us, she has her number connected to family, friends, her doctor, bank and all the organisations and services she deals with. Changing it would mean a lot of work and disruption and Katerina didn’t want to decide that day.
We weren’t convinced this was the only option. After she left, we contacted the Telecommunications Industry Ombudsman, called the company again and asked to speak with a supervisor, who confirmed Katerina’s number could be reconnected (disconnected numbers are quarantined for 6 months)
There was just one more problem: how do you contact someone who doesn’t have a working phone or email?
So we wrote her a letter and asked her to come back to DIVRS.
When she returned, we called the company again, asked for the matter to be escalated and, within 10 minutes, her number was reconnected.
She was delighted. So were we.
Checking a bill or reconnecting a phone might sound simple. But when digital access, authentication systems and communication barriers get in the way, everyday tasks can become much harder to navigate.
At DIVRS, we provide a place where people can come, talk things through and work out what needs to happen next — together.
If you’d like to support our work reducing barriers and enabling connection, join our supporter circle at https://www.divrs.org.au/donate