Select from following categories
A. If you are experiencing family violence but not Intimate Partner Violence, you are not eligible for the financial payment or 12 weeks of support.
Other supports you may be able to get help through can be found here
You can also contact 1800RESPECT for support and to be linked with other services that can support you.
A. Research shows that Intimate Partner Violence is the most common form of Family Domestic and Sexual Violence. Since the age of 15, 1 in 4 women and 1 in 14 men in Australia have experienced violence perpetrated by an intimate partner.
A. You can spend the money on anything you need to help you leave a violent relationship, this may include rent, clothing, furniture, car repairs, or moving costs. You decide what you need and how you spend the money. The Program can support you to plan on how to spend the money.
The only things you cannot spend the money on is anything that would further disadvantage you or put you into debt.
A. It is free to call 1800 2 LEAVE (1800 253 283) from a landline, payphone and most mobile phones. However, some mobile phone companies do charge for these calls, so you will need to check with your company.
A. You can access the Leaving Violence Program once in a 12-month period. You must meet the eligibility criteria each time.
A. The Leaving Violence Program is available to all people experiencing IPV, including women, men, transgender people, and gender-diverse individuals
A. If you are eligible for the Leaving Violence Program, you can access up to $5,000 in financial support (with a limit of $1,500 in cash). This financial support can be accessed over the 12-week support period for your application and can be spent how you choose. Your worker can support you to plan this.
A. The Leaving Violence Program cannot find you housing but can refer you to the services that may support with this. You can also use the financial support to pay for housing costs if you choose.
A. The Leaving Violence Program does not offer counselling or case management. However, your worker can offer referrals to other services to help you with ongoing support.
A. You may be eligible for the Leaving Violence Program if you have not received support from the Escaping Violence Payment Trial or the Temporary Visa Holders Experiencing Violence Pilot in the past 12 months.
A. Yes, if you are receiving a Centrelink payment you may be be eligible for support from the Leaving Violence Program if all of the eligibility criteria are met.
A. Your support worker may be able to assist you with your application, however if they are unable to, please contact our friendly staff on 1800 2 LEAVE (v) or apply through the website leavingviolenceprogram.org.au
A. No one will know you have accessed the Program unless you tell them. When you contact the Leaving Violence Program, you tell us how and when we can contact you safely, so that your enquiry remains confidential.
We have a privacy policy and will not disclose your details to anyone except where we have concerns about your immediate safety or the safety of others.
In this situation we will make every attempt to talk to you about our concerns and what steps we may need to take to ensure you, and others are safe.
Privacy, confidentiality and safety will be always maintained.
A. A support worker will pick up your application for review and they will be contacting you at your chosen date and time from a private number. For your safety, we will not be contacting you prior to your scheduled call. If you need to contact us before, please contact our friendly staff on 1800 2 LEAVE (1800 253 283)
We are committed to providing you with support and facilitating payment as quickly as possible. During your initial call with a support worker, you will begin receiving support tailored to your circumstances, including developing a safety plan and referrals to external services that may be beneficial.
However, receiving payment may take a little longer and is dependent on your ability to provide necessary eligibility documents, such as your passport and license. This process can range from 5 business days to 4 weeks from your initial call.
The timeframe is highly dependent on your personal situation and safety. If you would like more information about possible timelines, please discuss this with your support worker during your next call.
A. The National Relay Service (NRS) is a phone service for people who are deaf or have a hearing impairment and/or speech impairment.
When you contact the NRS you can give them the Leaving Violence Program phone number 1800 2 LEAVE (1800 253 283) to contact us.
For more information visit the National Relay Service or call the help desk on1800 555 660 (call 1800 555 630 if using TTY, or SMS 0416 001 350).
A. If you are not eligible for the Leaving Violence Program, our staff will refer you to other services that may support you.
See here for a list of other supports that may be able to support you.
A. A mobile number is required to complete the online application. Please call the Leaving Violence Program at 1800 253 283 to apply instead if you do not have a mobile phone.
General Questions
A. You can contact our Visa Card customer service team via phone or email 24/7. Our contact details are listed below:
Phone: 1800 312 962
Email: [email protected]
Website: www.digital-cards.com.au
A. You can check your Card balance at www.cardbalance.com.au by selecting ‘Card Balance’ from this website’s navigation menu or by calling 1800 312 962. You will then be prompted to enter your card details. The resulting search will show the available balance remaining and expiry date, as well as the most recent transaction summary.
A. Yes. Each time you use a Visa Card, the purchase amount is automatically deducted from the Card balance. If the transaction is declined the funds are not deducted as there is not enough balance to allow the transaction to be completed.
A. No, the Visa Cards cannot be used to withdraw cash at ATM or EFTPOS facilities.
A. Yes, you can view your Card balance and transaction history at www.cardbalance.com.au or call 1800 312 962 to hear the recent transactions.
A. No. Cards are partially redeemable. Within the Card’s validity period, any available balance can be used for multiple purchases at any participating merchant.
A. No, these Cards cannot be re-loaded.
A. Yes, on your physical card the expiry is printed on the front or back of the card. Digital cards expiry is listed on the ecard under expiry date.
A. Whatever value is left on the Card after its expiry will not be available to you. We encourage you to use your Card before it expires.
A. In-store purchases: If your purchase is larger than your balance, ask the cashier to swipe the card for the exact amount available on the card. Then pay the remaining balance with another form of payment. These are called “split transactions.” Some merchants do not allow cardholders to carry out split transactions. Some merchants will only allow you to do a split transaction if you pay the remaining amount in cash.
Online purchases: Online merchants don’t have the capabilities to perform split credit transactions
A. We encourage card holders to have a record of their card so if your card is lost, stolen or damaged, our team can see what options are available for you.
Phone: 1800 312 962
Email: [email protected]
Website: www.digital-cards.com.au
Without a card number, we are unable to assist in locating any details of your card. Expired Cards cannot be replaced or refunded. Please refer to the terms and conditions.
A. Yes, you can view the full Terms & Conditions here
A. There are no fees associated with checking card balance or transaction history.
A Currency Conversion fee of 3.5% applies for foreign currency transactions. This conversion fee amount is calculated at time of purchase, and the balance of your card must be sufficient to cover both the purchase and currency conversion fee.
A. Each merchant will handle returns as per their own policies and may issue a cash refund or store credit. A merchant may also choose to return the refund amount onto the card.
A. Visa Cards can be used where Visa prepaid cards are accepted in-store and online. Please note that some merchants may choose not to accept prepaid cards, this includes both online and in-store merchants. This is the right of the merchant to make the choice about which cards they do and do not accept. Some online merchants that require 3D Secure verification (3DS) will not process the transaction as Visa prepaid cards do not support 3DS.
A. Your Visa Card works the same as a Visa debit card. It can be used in-store, online and added to your mobile wallet.
To redeem your Physical Visa Card in-store:
- Simply present your Visa card
- Swipe your card, select “Credit” and when asked for the PIN, enter the 4-digit PIN that is under the scratch panel on the back of the Card.
If the value of the purchase is more than the amount of the card, you can supplement the additional value with cash or another payment method that is accepted by the merchant.
If you have a Digital card, add your ecard to your mobile wallet and tap your device when making a payment.
A. Visa Cards are prepaid cards run on the Visa network that carries a certain amount of spending power. Each time the Card is used to make a purchase, that purchase amount is deducted from the Card’s available balance. When the value has been exhausted, it cannot be used for more purchases.
A. Yes. A Currency Conversion fee of 3.5% applies for foreign currency transactions. This conversion fee amount is calculated at time of purchase, and the balance of your card must be sufficient to cover both the purchase and currency conversion fee. Please note that some countries may have limits and restrictions on accepting prepaid Visa cards.
A. There are a few reasons why a transaction might be declined, including:
- The merchant has elected not to accept prepaid Visa Cards as a method of payment
- The transaction value is greater than the available balance on your Visa Card. It is best to always be aware of your Visa Card balance by visiting www.cardbalance.com.au
- Some countries may have limits and restrictions on accepting prepaid Visa Cards
- The Visa Card has not been ‘Activated’
- Your Visa Card has been suspended or closed, or transactions with a particular merchant have been blocked, due to suspected fraudulent or illegal Activity
- The Visa Card is damaged
- The Visa Card has expired
- The merchant’s connection to the Visa network is currently unavailable
A. A recurring payment is when you provide your card details for an ongoing payment, and a charge is made to that card on a recurring basis (such as a monthly insurance payment or a monthly gym membership).Visa doesn’t not allow prepaid cards to be used for reoccurring payments. Some online merchants may set up their payment type as "reoccurring payment" Visa Cards have no discretion on what payment type the merchant selects.
A. If you notice any suspicious activities, you can choose to dispute a transaction. To dispute a transaction, you must register your card and complete the dispute form located here.
Using a Visa Card online
A. Some merchants may choose not to accept prepaid cards, Visa Cards has no discretion upon any merchant’s decision. Some online merchants that require 3D Secure verification (3DS) will not process the transaction as Visa prepaid cards do not support 3DS.
A. Yes, Visa Cards can be used online
Enter the card information (Card number, expiry date and CVV) in the credit/debit card section and please ensure the current balance of the Visa Card is enough for the entire purchase as most online merchants cannot accept the combination of a Visa Card and a Credit Card.
Adding to mobile wallet
A. Visa Cards can be added to your Apple, Samsung, or Google mobile wallet.
To add your Visa Card to your mobile wallet follow the steps below:
To add your Visa Card to your mobile wallet follow the steps below:
Add your Digital Card to your Mobile Wallet
- Click on the save to wallet button on your device
- Login to your My Card Wallet app using your Apple ID or Google Account
- Click on the Add to Wallet
- Your card has been added to your mobile wallet
Add your Physical Card to your Mobile Wallet
- Go to the Wallet app on your mobile device
- Click on the plus icon
- Select Debit or Credit card on the next screen
- Enter your card details
- Your card has now been added to your mobile wallet
Apple, Google, and Samsung Wallets have limits to the total number of cards a user can have in their wallet at any one time, and they also have their own security process that may stop a user from being able to add a card to their digital wallet. Visa Cards has no discretion on these security controls put in place by Apple, Google, or Samsung Wallets.
A. Make sure the card details are correct by double-checking that what you’ve entered exactly matches your card number, expiry date and CVV. If you still can’t complete a contactless payment, try again with the below tips or reach out to the wallet provider directly for further assistance.
- Make sure your phone is awake and unlocked.
- Hold your phone in a different way. Your NFC antenna could be near the top or middle of your device.
- Hold your phone closer to the payment reader.
- Hold your phone close to the payment reader for a few more seconds.
Dispute Transaction
A. To dispute a transaction, please download and complete the dispute form.
If you wish to dispute a transaction on your card account, you should always first try to resolve your dispute with the merchant. If that doesn’t work, download the dispute form below and send it to one of our contact channels
If you wish to dispute a transaction on your card account, you should always first try to resolve your dispute with the merchant. If that doesn’t work, download the dispute form below and send it to one of our contact channels
Please complete and email or mail a copy of this form along with any supporting documentation to:
ATTN: Cardholder Dispute Services
P.O. Box 4291
Richmond East VIC 3121
P.O. Box 4291
Richmond East VIC 3121
Email:[email protected]
Your form, along with all supporting documentation, must be received within 60 days after you become aware of the transaction and/or after your statement was made available to you.
For any questions please contact the number on the back of your card.
Click here to download a Cardholder Dispute Form.
Helpful resources
The Leaving Violence Program has resources available including easy read factsheets, translated materials, discussion guides and other materials for individuals, communities and services.
Factsheets
Find out more about Intimate Partner Violence, eligibility and how the program can support you.
Other languages
You can also find information about the Leaving Violence program in 10 different languages.
Community support
Resources for those in the community and government services who would like to learn how to provide support.
Mental Health
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Financial
Counselling
Healthcare
Advocacy
Women
Youth
Emergency
Financial Stress
