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 Intimate Partner Violence, 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 (1800 253 283) 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.
To submit a complaint, compliment or provide general feedback about your service experience, you can either email us at: [email protected];or alternatively call the helpline to speak to one of our support workers who will be able to assist you.
Some things to consider:
If your complaint or feedback is related to your experience with the service (either a call, text or payment issue) please provide as much details as possible including the exact date and time of your interaction/s (if known). This information can greatly assist us in looking into your concern.
If your complaint or feedback is related to your experience with the service (either a call, text or payment issue) please provide as much details as possible including the exact date and time of your interaction/s (if known). This information can greatly assist us in looking into your concern.
Please note that we welcome all feedback and you do not have to provide any information that may identify you. However, this may limit our ability to investigate a complaint or provide you with feedback. If you would like to be contacted to receive feedback on your complaint, please make sure to request this and make clear in your complaint what your preferred method of response is, email, text or phone call. (We will only contact you if you have clearly given consent to do so).
What to expect if you submit a Complaint:
When you submit your complaint, our team will aim to contact you within two business days acknowledging your complaint if you have agreed to being contacted. When we receive a complaint, we will conduct a thorough investigation. We aim to resolve complaints within 28 days. If the issue is complex and requires more time, we will advise you if this is the case. Our team will also investigate all feedback. If you have provided us with your contact details and consent to be contacted, we will provide you with the outcome of this. We appreciate your time in sharing feedback with us. Your input helps us improve the quality and safety of our service.
When you submit your complaint, our team will aim to contact you within two business days acknowledging your complaint if you have agreed to being contacted. When we receive a complaint, we will conduct a thorough investigation. We aim to resolve complaints within 28 days. If the issue is complex and requires more time, we will advise you if this is the case. Our team will also investigate all feedback. If you have provided us with your contact details and consent to be contacted, we will provide you with the outcome of this. We appreciate your time in sharing feedback with us. Your input helps us improve the quality and safety of our service.
If your complaint or feedback is related to your experience with the service (either a call, text or payment issue) please provide as much details as possible including the exact date and time of your interaction/s (if known). This information can greatly assist us in looking into your concern.
Please note that we welcome all feedback and you do not have to provide any information that may identify you. However, this may limit our ability to investigate a complaint or provide you with feedback. If you would like to be contacted to receive feedback on your complaint, please make sure to request this and make clear in your complaint what your preferred method of response is, email, text or phone call. (We will only contact you if you have clearly given consent to do so).
When you submit your complaint, our team will aim to contact you within two business days acknowledging your complaint if you have agreed to being contacted. When we receive a complaint, we will conduct a thorough investigation. We aim to resolve complaints within 28 days. If the issue is complex and requires more time, we will advise you if this is the case. Our team will also investigate all feedback. If you have provided us with your contact details and consent to be contacted, we will provide you with the outcome of this. We appreciate your time in sharing feedback with us. Your input helps us improve the quality and safety of our service.
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.
A. You can support a victim-survivor to apply for the Program through the application form or phone line. Support may include:
- Assisting the victim-survivor to complete the online application, which results in a scheduled appointment to speak with one of our intake workers
- Assisting the victim-survivor to gather documentation that might support their application for the Leaving Violence Program, including proof of identity and evidence of financial hardship.
Please note: We are working on an online referral process for agencies to be able to complete the application form on behalf of their clients.
With the consent of a victim-survivor, you can be part of conversations between the Program workers and your client. You can initiate a call.
Once a Leaving Violence Program staff member has consent for you to join a conversation, we will call you on the number provided by the victim-survivor. You are then able to offer support.
The callback will focus on risk assessment and safety planning. If you have a current risk assessment for your client, you can send this through to the Program through an upload link that the support worker can provide you during the call.
A. Yes, if your client has already engaged with your service, they can consent to have you as a support person throughout the application process.
With the consent of a victim-survivor, you can support any contact. Once a Leaving Violence Program staff member has consent for you to join a conversation, we will call you on the number provided by the victim-survivor.
If the victim-survivor consents, you can speak with a support worker on their behalf so the victim-survivor does not need to retell their story.
A. If you have completed or updated a Risk Assessment and Safety Plan for your client within the last two (2) weeks, we can accept these from you.
Further information on the process of providing documents can be found here.
If your agency holds a current risk assessment, we will:
- Confirm the victim-survivor’s consent to discuss and disclose the information contained to the Leaving Violence Program
- Share a link that enables you to upload any risk assessment documents for our consideration
- Progress the Leaving Violence Program application based on the information in the risk assessment.
Please note: If there are any essential questions from our assessment that are not answered in your chosen format, we will reach out to you (the agency) for clarification.
Risk assessments and safety plans are updated throughout the victim-survivor’s time with the Program as needed, ensuring they reflect the victim-survivor’s current circumstances.
Ensuring a trauma-informed service, the Program works with the victim-survivor and third-party support services to minimise the victim-survivor needing to retell their story.
A. We accept support documentation but for privacy and security reasons, we will not accept the information or documentation via email.
You will need to call us at 1800 2 LEAVE (1800 253 283), identify yourself as a third-party agency acting on behalf of a client and our intake worker will work with you to verify your consent to act. From there, we will require a direct email address or mobile number and the support worker will send you a link to a secure upload facility linked to your client.
Further information on the process of providing documentation can be found here.
We are working on making this a digital process that will be more streamlined. We thank you for your patience with this interim solution.
A. Accepted forms of identification include:
- A valid Driver’s License
- Passport
- Proof of Age Card
- Visa
- Medicare Card
If your client cannot provide any of these, please contact the Leaving Violence Program on 1800 2 LEAVE (1800 253 283) to discuss alternatives.
Your client may also use ConnectID – which provides a secure, private way to verify a victim-survivor’s identity through existing information from a financial institution. This process can be followed with the help of a Leaving Violence Program support worker.
A. Yes, we accept supporting documentation from agencies supporting victim-survivors engaging with the Program.
You can provide a support letter to the Program on behalf of your client. There is no requirement to provide a support letter for a client.
Your letter should include information that verifies your client’s eligibility, for example, confirmation that your client:
- has left or is leaving an intimate partner relationship where they have experienced violence
- lives in Australia and holds a valid citizenship, residency or visa and is 18 years or older
- has changed or is planning to change where or how they live in the past 12 weeks due to violence
- is experiencing financial hardship.
You will need to call us at 1800 2 LEAVE (1800 253 283), provide your client’s details and confirm existing consent. From there, we will require a direct email address or mobile number and the support worker will send you a link to a secure upload facility linked to your client.
Currently, links are designed for use by the victim-survivor. Support services may still use these links when provided, with consent from the victim-survivor.
Further information on providing evidence documentation can be found here.
A. Yes, invoices can be paid on behalf of a victim-survivor. The invoice needs to be made out to the victim-survivor.
Please note: payment notifications are not automated – if you would like a payment notification to support your client’s request, please contact the team on 1800 2 LEAVE (1800 253 283).
A. We are working on an online referral process for agencies to do the application form for clients. Until this is available, you can support a victim-survivor throughout the application process.
We are currently exploring opportunities to engage with services to inform the referral process, to ensure it is tailored to the needs of the diverse sector but also balances trauma-informed service delivery with protections against fraudulent activity in the Program.
A balanced approach to the model is necessary to ensure victim-survivors do not feel disempowered and have a choice of how they engage, and that services and organisations with differing levels of engagement or capacity can refer victim-survivors.
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.
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