Services

Below is a directory of services that we hope will be useful to sex workers and people who may be supporting sex workers. Please keep in mind many of the services listed are not peer based and we cannot vouch for how sex worker friendly they are. We welcome any feedback you’d like to provide on your experience in accessing any of the services.
We will continue to add to this section of the website as we gather more information. Please hit on the words in red to link you through to the service you’re interested in.

Services

Health Information 

Australian Government COVID – 19 Vaccinations
This is the Australian Government website that has the information you need about getting a COVID-19 vaccination. Includes who can get them and when, health facts, how to get proof of vaccination, international travel, safety of vaccines and much more.

Health Direct Coronavirus (COVID-19) 
Website funded by Australian Government including information on: seeing a doctor and getting tested, symptoms and how the virus spreads, social distancing and avoiding infection, social gathering and business closures, about self-isolation, groups at higher risk, information for older Australians, information for carers, childcare and school exclusions, travel advice and restrictions, other questions, where can I get local information?  

 

Translated Resources – Coronavirus Disease (COVID-19)  – Department of Health and Human Services
COVID-19 fact sheets available in 48 languages
Please see here: Migrant language COVID-19 fact sheets

 

 

Coronavirus (COVID-19) Resources – Australian Government Department of Health
Department of Health’s resources on COVID-19.
Please see Department of Health COVID-19 Fact Sheets

 

Translated Coronavirus (COVID-19) ResourcesAustralian Government Department of Health
A list of resources about COVID-19 in other languages. The resources include fact sheets, guidelines and other publications. Fact sheets in Arabic, Vietnamese, Spanish, Simplified Chinese, Traditional Chinese, Farsi, Korean, Italian, Greek, Chin Hakka, Hazaragi and Kurdish.
Please see: Translated COVID-19 Resources

 

Help Your Neighbour – Migrant Workers Resource Centre
Resources to ask your neighbours who may not have English as a first language if they’re ok and if they need anything. 1 picture resource and 1 in multiple languages.

 

Government Information

Justice Connect
Emergency powers and what the rules are in Victoria

Australian Government
Australian Government website regularly updated with the latest Coronavirus news, updates and advice from government agencies across Australia. Has links to “Coronavirus app” if you want to load it on your phone

Department of Health and Human Services Victoria
COVID-19 daily updates including information about confirmed cases and public health response activities

 

MyGov
The place where all government services are located online including (but not limited too):

  • Centrelink – apply for JobSeeker, Youth Allowance JobSeeker, Parenting Payment, Farm Household Allowance, Special Benefit Recipient
  • Australian Taxation Office (ATO)
  • Medicare
  • Housing VIC online

If you want to apply for a JobSeeker Payment, you will need to get a CRN and linking code from Centrelink by calling 132 850 before you can apply for the payment on the MyGov website. A CRN is your Customer Reference Number and is the number that will identify you for life with Centrelink. If you’ve ever had a Centrelink payment you will already have a CRN even if it was 50 years ago. A linking code is a number generate by Centrelink that allows you to link your CRN to your online Centrelink page on the MyGov website. The linking code lasts 14 days and can only be used once, so if it expires you need to call them again for a new one.

 

Services Australia
The Services Australia website is where you go for information and to apply for Centrelink, Medicare and child support services.

 

Australian Taxation Office (ATO)
Australian Government website for everything related to tax and superannuation.

 

Moneysmart
Moneysmart is an Australian Government-backed initiative led by ASIC to help people with their finances. COVID-19 content includes making financial decisions, what to do if you’re having problems paying your mortgage, debt consolidation, problems paying your bills or fines, urgent help with money, managing on a low income and a search facility for you to find a financial counsellor.

 

National Debt Helpline
A not-for-profit service that helps people in Australia tackle their debt problems. Offering a free confidential financial counselling service with professional financial counsellors. Supplies information online, over the phone and also has a live chat feature.

 

 

Rental Tenants

Tenants Victoria
Tenants Victoria aims to promote and protect the rights of renters in Victoria. They provide information on multiple topics as well as providing an email advice service and tenants telephone advice line

Information on the Tenants Victoria website includes:

Tenant advice line
(03) 9416 2577
Monday to Friday 10.00 am – 2.00 pm

The waiting time if calling the tenant advice line is over 30 minutes, with calls answered by lawyers, advocates and intake workers with specialist knowledge of Victorian rental laws.

 

The Victorian Public Tenants Association (VPTA) 
The VPTA represents all people living in public housing in Victoria, and those on the waitlist (called the Victorian Housing Register or VHR).
The VPTA offers an advice service to help with:

  • Communicating with your local Housing Office
  • Assistance with maintenance requests
  • Understanding letters and forms from the Department of Families, Fairness and Housing;
  • Understanding your rights as a renter, as well as responsibilities that you have, and the Department has
  • Understanding Departmental policies and procedures
  • Advice about rent calculations, rebates and arrears
  • Advice about neighbourhood disputes
  • Referrals to other services (where they cannot assist)
  • Advice about applications for housing

There VPTA has a tenant resource page with useful information for tenants.

You can contact VPTA Monday – Friday, 9am – 5pm
Phone: 1800 015 510
email: enquiries@vpta.org.au
VPTA online contact form

 

Tenancy Assistance and Advocacy Program (TAAP)
TAAP assists tenants in private rental housing, private rooming houses and caravan parks who are in significant financial hardship or affected by family violence. To contact a TAAP service in your area, please see this page:
Tenancy Assistance and Advocacy Program in my area

 

Crisis and Emergency Housing

Crisis and Emergency Housing in Victoria
Contact details for referral service if you are experiencing homelessness, need crisis or emergency housing. Includes contacts for statewide services, local services and Safe Steps Family Violence Response Centre.
Please see: Housing VIC crisis and emergency accommodation

 

 

Online Programs and Support

This Way Up
Provides online programs, education and research in anxiety, depressive disorders and physical health. Website has a test tool to let you check you stress, anxiety and stress which then suggests courses you can do with them. The courses are evidence based courses meaning they have been researched and found to have clinical benefits or in other words they are safe and work. Issues the courses address include anxiety, depression, PTSD, OCD, Mindfulness-Based CBT, Health Anxiety and others.

This way up is designed and managed by St Vincent’s Hospital Sydney and University of NSW. It usually costs money to do their courses, however while COVID is happening, they are providing free access to all courses.

 

Support Phone Lines
*Please note: all phone lines are overwhelmed at the moment and most of the services are asking people to be VERY patient o to contact them via their chatrooms or by sending them an email if they offer them as an option.

Suicide Line Victoria
Suicide Line Victoria provides support over the phone, online chat and video chat. They also have resources on their website for people who may be suicidal, are survivors or suicide, are friends and family of people at risk or for people who’ve lost someone to suicide.
There website is found here: Suicide Line Victoria

 

Lifeline
Lifeline provides 24 hour phone counselling, texting services, online chat service and online resources for a range of issues. The website has a range of self-help tool kits with information about issues such as mental illness depression suicide prevention and more.

  •  Lifeline website
  •  Phone number: 13 11 14 (24 hours, 7 days)
  • Lifeline Text (trial service): text 0477 13 11 14 (available 6.00pm – midnight (AEDT), 7 days a week)
  • A free interpreting service for people who do not speak English is available
    To access this service please:
    1) Call TIS on 131 450 and ask to talk to Lifeline on 13 11 14 in the language required.
    2) TIS will call 13 11 14 on behalf of the caller.
    A call to TIS is the cost of a local call from landlines (additional charges apply for mobiles).
    Find out more at: www.tisnational.gov.au
  • If you are deaf, or have a hearing impairment or speech impairment, contact us through the National Relay Service:
    TTY (teletypewriter) users phone 133 677 then ask for 13 11 14
    Speak and Listen users phone 1300 555 727 then ask for 13 11 14
    Internet relay users connect to the NRS then ask for 13 11 14

 

Men’s Line Australia
Telephone and online counselling service for men with emotional health and relationship concern providing free help, support and referrals.

Men’s Line has a resource on every issue men face from same sex attraction, domestic and family violence (DFV), anger management, being a dad, suicide, mental well-being for men, relationships, couples counselling, alcohol and other drug use (AOD).

Services include fact sheets, blog, news page, online chat counselling, video chat counselling using Skype, call back service, open line service where men are able to call 24 hours a day, 7 days a week.

 

 

 

 

DFV and People Renting

Tenants Victoria and DFV 
Provides a kit to help people in rental housing to know their rights, have a secure home and limit any financial loss if experiencing DFV.
For more information please see: Family Violence Protection Tenancy Kit: What you can do if you’re renting

 

Consumer Affairs Victoria – Family violence information for renters and rental providers
The Consumer Affairs Victoria (CAV) website includes information for people renting and landlords on:

  • how the CAV can help you
  • renters rights and responsibilities in a DFV situation including installing security features in the property, property damage and repairs, ending a lease, staying in the property, renter databases (blacklist)
  • fact sheets for tenants and landlords

Contact the CAV:
Phone: 1300 55 81 81 (Monday to Friday, 9am to 5pm)
Online enquiry form

 

Victorian Civil & Administrative Tribunal (VCAT)
VCAT provides family violence support workers that can assist people experiencing DFV with

  • helping you understand VCAT processes
  • helping you complete an application form and send (serve) documents
  • connecting you with other services for ongoing support
  • in some circumstances, support you during the VCAT hearing and provide remote witness facilities.

Phone: contact a VCAT family violence support worker on 03 9628 9856 (business hours)

 

Crisis and Emergency Housing

Crisis and Emergency Housing in Victoria
Contact details for referral service if you are experiencing homelessness, need crisis or emergency housing. Includes contacts for statewide services, local services and Safe Steps Family Violence Response Centre.
Please see: Housing VIC crisis and emergency accommodation

 

Practical Support Services – offering physical, support such as court support, housing options, case management etc

Safe Steps Family Violence Response Centre
Victoria’s statewide first response service for women, young people and children experiencing family violence. Work through a respond-recover-prevent framework. Safe Steps provides information and support to people escaping DFV and people supporting them by providing a range of services including  phone, in person, case management and written resources in English and other languages.

Safe Steps states they value inclusivity, diversity and intersectionality and are committed to helping women and children, trans and gender diverse individuals of all ethnicities, races, sexual orientations, religions, ages and physical abilities

 

EDVOS

EDVOS is a cis, hetero, LGBTQI+, POC and Torres Strait Islander people-friendly service providing a range of services including:

  • Family violence safety planning
  • Specialist family violence support for women, children and their animals
  • Case management
  • Personal safety initiative program
  • Intervention orders
  • Court support
  • Counselling
  • Housing assistance
  • Financial assistance
  • Primary prevention programs

To see a complete list of services they offer and how to access them, please see the Programs and Services page

For resources, please see Prevention and Resources page

EDVOS also has multilingual Q&A family violence information and short videos on how to access family violence support. The downloadable information is available in Greek, Arabic, Hindi, Italian, Mandarin, Cantonese, Vietnamese and Persian. You can find these resources on the EDVOS Translations page.

To contact EDVOS:
Call: 03 9259 4200, Monday to Friday from 9am-8pm & Saturday from 9am-5pm
Email: edvos@edvos.org.au
Fill in: Contact form

If you find it hard to communicate in English EDVOS staff are able to arrange an interpreter for you. Interpreter services are free of charge, however, in order to cancel interpreter services, 24 hours notice is required.

 

LGBTQI+ Information and Support

WithRespect

WithRespect provides resources, tips and advice for LGBTIQ+ people on having and maintaining healthy relationships. We also provide support for LGBTIQ+ people of all ages and their families experiencing difficulty in their relationships, including family violence.

Fact sheets and information for people experiencing DFV or people supporting people experiencing DFV can be found here on their what is family violence page. With Respect also provides information on LGBTIQ+ relationships on their our relationships page.

You can contact With Respect for telecounselling and support
Online form
Phone: 1800 LGBTIQ (1800 542 847)
Monday 9am – 5pm
Tuesday 9am – 8pm
Wednesday 9am – 5pm
Thursday 9am – 5pm
Friday 9am – 5pm

For telecounselling outside of regular service hours
Saturday and Sunday provided by Rainbow Door 10am – 6pm

 

Futures Free From Violence – Drummond Street Services
Futures Free from Violence (FFFV) offers women, trans and gender diverse people who have used force and/or violence in family and intimate partner relationships the opportunity to work towards change in both a supported group and one-to-one therapeutic environment. Offering online and phone counselling throughout COVID-19.
For more information please see: Futures Free From Violence

 

Aboriginal and Torres Strait Islander People’s Information and Specific Support

Djirra  – A place for Aboriginal and Torrres Strait Islander People’s
The following is taken directly from the Djirra website because we do not presume it is our place to speak for the Aboriginal and Torres Strait Islander People’s.

Djirra is a place where culture is shared and celebrated, and where practical support is available to all Aboriginal women and particularly to Aboriginal people who are currently experiencing family violence or have in the past.

As most of our contact is with women, the work we do is predominantly designed by and for Aboriginal women.

We are an Aboriginal Community Controlled Organisation governed by an Aboriginal Board of Directors who are elected by our members.

Djirra provides:

 

Multicultural Specific Support Services and Information

InTouch Multicultural Centre Against Family Violence
Most people working in the service are migrants or refugees with a first-hand understanding of the migration journey, and potential cultural impacts on women experiencing family violence. Aim to listen to your story, respect your culture and support your decisions in dealing with family violence, while helping you to build your understanding and navigate Australian systems, services and laws.

They work with you to develop a personalised plan, have case workers and lawyers to assist you with family violence issues.

 

Family Safety Pack – Department of Health and Human Services
Family Safety Pack for men and women coming to Australia. It includes information on Australia’s laws regarding domestic and family violence, sexual assault and forced marriage, and a woman’s right to be safe in 48 languages (also available in English).
Please see here for: Family Safety Pack

 

Men’s Specific Services for DFV

Men’s Referral Service
Operated by Say No To Violence they provide advice for men about family violence. Their website includes information on:

  • are you worried about your behaviours
  • what to expect when calling Men’s Referral Service
  • find a men’s behaviour change program
  • how to support someone who is experiencing DFV
  • your rights and responsibilities
  • complaints procedure

They also operate a telephone counselling service you can contact by calling 1300 766 491 and live chat online

 

Community Centre’s and Services

Drummond Street Services
Drummond Street provides services to individuals and families in the Queer and migrant communities. Programs include parenting support,  group therapy, individual therapy, fact sheets, youth services, Dad’s services, National Redress support services, Step Families Australia, DFV support group and counselling.

 

Domestic and Family Violence (DFV)

Safe Steps Family Violence Response Centre
Victoria’s statewide first response service for women, young people and children experiencing family violence. Work through a respond-recover-prevent framework. Safe Steps provides information and support to people escaping DFV and people supporting them by providing a range of services including  phone, in person, case management and written resources in English and other languages.

Safe Steps states they value inclusivity, diversity and intersectionality and are committed to helping women and children, trans and gender diverse individuals of all ethnicities, races, sexual orientations, religions, ages and physical abilities

 

EDVOS

EDVOS is a DFV service providing a range of services including:

  • Family violence safety planning
  • Specialist family violence support for women, children and their animals
  • Case management
  • Personal safety initiative program
  • Intervention orders
  • Court support
  • Counselling
  • Housing assistance
  • Financial assistance
  • Primary prevention programs

To see a complete list of services they offer and how to access them, please see the Programs and Services page

For resources, please see Prevention and Resources page

EDVOS also has multilingual Q&A family violence information and short videos on how to access family violence support. The downloadable information is available in Greek, Arabic, Hindi, Italian, Mandarin, Cantonese, Vietnamese and Persian. You can find these resources on the EDVOS Translations page.

To contact EDVOS:
Call: 03 9259 4200, Monday to Friday from 9am-8pm & Saturday from 9am-5pm
Email: edvos@edvos.org.au
Fill in: Contact form

If you find it hard to communicate in English EDVOS staff are able to arrange an interpreter for you. Interpreter services are free of charge, however, in order to cancel interpreter services, 24 hours notice is required.

 

WithRespect

WithRespect provides resources, tips and advice for LGBTIQ+ people on having and maintaining healthy relationships. We also provide support for LGBTIQ+ people of all ages and their families experiencing difficulty in their relationships, including family violence.

Fact sheets and information for people experiencing DFV or people supporting people experiencing DFV can be found here on their what is family violence page. With Respect also provides information on LGBTIQ+ relationships on their our relationships page.

You can contact With Respect for telecounselling and support
Online form
Phone: 1800 LGBTIQ (1800 542 847)
Monday 9am – 5pm
Tuesday 9am – 8pm
Wednesday 9am – 5pm
Thursday 9am – 5pm
Friday 9am – 5pm

For telecounselling outside of regular service hours
Saturday and Sunday provided by Rainbow Door 10am – 6pm

 

Support and Counselling Services

QLife
QLife provides Australia-wide anonymous, LGBTI peer support and referral for people wanting to talk about a range of issues including sexuality, identity, gender bodies, feelings or relationships. They also have online resources for people ranging in topics including coming out and inviting in disclosure, youth, gender diversity, families, online environments and many more. You can find these resource on their QGuides page.

You can contact QLife from 3pm-midnight, every day
Call: 1800 184 527
Online webchat

If you are deaf or have difficulty hearing or speaking you can talk to a Qlife Peer Supporter through the National Relay Service (NRS) on the  details below:

TTY (teletypewriter) users phone 133 677 then ask for Qlife – 1800 184 527
Speak and Listen users phone 1300 555 727 then ask for Qlife – 1800 184 527
Internet relay users connect to the NRS by clicking NRS Chat Call then ask for Qlife – 1800 184 527

Switchboard
Switchboard is a peer referral and support services for LGBTIQA+ people, their families, allies, and communities in Victoria. Switchboard is the Victorian partner for QLife. You can call Switchboard to talk about any issue for example suicidal thoughts, family and intimate partner violence (including elder abuse), alcohol and other drugs, relationship issues, sexual assault, social isolation, mental health and wellbeing.

You can call, text or email for support from 10am-6pm everyday
Phone: 1800 729 367
Text: 0480 017 246
Email: support@rainbowdoor.org.au

 

Multicultural / People of Colour Support and Information

Australian GLBTIQ Multicultural Council Directory
AGMC is a peak body for lesbian, gay, bisexual, trans, intersex, queer individuals and community groups of multicultural and multifaith backgrounds. Their website provides a multicultural directory for QTIPOC, who are looking for GLBTIQ  groups and services

Domestic and Family Violence Services (DFV)

Djirra  – A place for Aboriginal and Torrres Strait Islander People’s
The following is taken directly from the Djirra website because it is not our place to speak for the Aboriginal and Torres Strait Islander People’s.

Djirra is a place where culture is shared and celebrated, and where practical support is available to all Aboriginal women and particularly to Aboriginal people who are currently experiencing family violence or have in the past.

As most of our contact is with women, the work we do is predominantly designed by and for Aboriginal women.

We are an Aboriginal Community Controlled Organisation governed by an Aboriginal Board of Directors who are elected by our members.

Djirra provides:

 

Legal Services

Victorian Aboriginal Legal Service

 

 

TeleHealth
If you would prefer to have a medical consultation over the phone rather than going into a doctor’s surgery, you can use a telehealth service. The service is available anywhere in Australia from 7am to midnight, 365 days a year. For more information, please see TeleHealth Consulting Service

 

InstantScripts
Provides prescriptions after people have completed a short digital consultation. Once the online consultation is completed the answers are reviewed by their medical team and a prescription is emailed to the pharmacist within minutes. Their doctors follow up with an original script a few days later. Schedule 8 medications and codeine based medications are not available.

Telehealth service is also available through InstantScripts which is bulk billed if you have a Medicare card. Information for accessing the service can be found here: InstantScript Telehealth

 

MedAdvisor

 

Women’s Medical Services

1800 My Options
A women centred service, established to provide information and referral to meet individual sexual and reproductive health needs. Services includes information on contraption, abortion, other sexual and reproductive health.

 

 

 

COVID-19 Information

Coronavirus Information in Your Language – SBS Language
Videos, fact sheets and news in 63 languages
Please see here for more information: Coronavirus in your language

 

Translated Coronavirus (COVID-19) Resources – Australian Government Department of Health
A list of resources about COVID-19 in other languages. The resources include fact sheets, guidelines and other publications. Fact sheets in Arabic, Vietnamese, Spanish, Simplified Chinese, Traditional Chinese, Farsi, Korean, Italian, Greek, Chin Hakka, Hazaragi and Kurdish.
Please see: Translated COVID-19 Resources

 

Translated Resources – Coronavirus Disease (COVID-19)  – Department of Health and Human Services
COVID-19 fact sheets available in 48 languages
Please see here: Migrant language COVID-19 fact sheets

 

Mental Health and Wellness

Lifeline
Lifeline provides 24 hour phone counselling, texting services, online chat service and online resources for a range of issues. The website has a range of self-help tool kits with information about issues such as mental illness depression suicide prevention and more. Lifeline uses

  •  Lifeline website
  •  Phone number: 13 11 14 (24 hours, 7 days)
  • Lifeline Text (trial service): text 0477 13 11 14 (available 6.00pm – midnight (AEDT), 7 days a week)
  • A free interpreting service for people who do not speak English is available
    To access this service please:
    1) Call TIS on 131 450 and ask to talk to Lifeline on 13 11 14 in the language required.
    2) TIS will call 13 11 14 on behalf of the caller.
    A call to TIS is the cost of a local call from landlines (additional charges apply for mobiles).
    Find out more at: www.tisnational.gov.au

 

Medical / Health

1800 My Options
A women centred service, established to provide information and referral to meet individual sexual and reproductive health needs. Services includes information on contraption, abortion, other sexual and reproductive health.

 

Domestic and Family Violence (DFV)

InTouch Multicultural Centre Against Family Violence
Most people working in the service are migrants or refugees with a first-hand understanding of the migration journey, and potential cultural impacts on women experiencing family violence. Aim to listen to your story, respect your culture and support your decisions in dealing with family violence, while helping you to build your understanding and navigate Australian systems, services and laws.

They work with you to develop a personalised plan, have case workers and lawyers to assist you with family violence issues.

 

EDVOS

EDVOS is a POC friendly service providing a range of services including:

  • Family violence safety planning
  • Specialist family violence support for women, children and their animals
  • Case management
  • Personal safety initiative program
  • Intervention orders
  • Court support
  • Counselling
  • Housing assistance
  • Financial assistance
  • Primary prevention programs

To see a complete list of services they offer and how to access them, please see the Programs and Services page

For resources, please see Prevention and Resources page

EDVOS also has multilingual Q&A family violence information and short videos on how to access family violence support. The downloadable information is available in Greek, Arabic, Hindi, Italian, Mandarin, Cantonese, Vietnamese and Persian. You can find these resources on the EDVOS Translations page.

To contact EDVOS:
Call: 03 9259 4200, Monday to Friday from 9am-8pm & Saturday from 9am-5pm
Email: edvos@edvos.org.au
Fill in: Contact form

If you find it hard to communicate in English EDVOS staff are able to arrange an interpreter for you. Interpreter services are free of charge, however, in order to cancel interpreter services, 24 hours notice is required.

 

Family Safety Pack – Department of Health and Human Services
Family Safety Pack for men and women coming to Australia. It includes information on Australia’s laws regarding domestic and family violence, sexual assault and forced marriage, and a woman’s right to be safe in 48 languages (also available in English).
Please see here for: Family Safety Pack

 

Community Migrant Women’s Services

Victorian Immigrant and Refugee Women’s Coalition
Migrant women’s service offering a range of services including Women’s Circles, Global Friendship Kitchen and Mother’s Playgroup, training and education programs.  The service aims at increasing migrant and refugee women’s social connections, capacity and social capital. One of the training and education programs they provide is the prevention of family violence that discusses the complexities of family violence including addressing the issues and barriers migrant women face when asking for help.

 

LGBTQI+

Australian GLBTIQ Multicultural Council Directory
AGMC is a peak body for lesbian, gay, bisexual, trans, intersex, queer individuals and community groups of multicultural and multifaith backgrounds. Their website provides a multicultural directory for QTIPOC, who are looking for GLBTIQ  groups and services

Men’s Line Australia
Telephone and online counselling service for men with emotional health and relationship concern providing free help, support and referrals.

Men’s Line has a resource on every issue men face from same sex attraction, domestic and family violence (DFV), anger management, being a dad, suicide, mental well-being for men, relationships, couples counselling, alcohol and other drug use (AOD).

Services include fact sheets, blog, news page, online chat counselling, video chat counselling using Skype, call back service, open line service where men are able to call 24 hours a day, 7 days a week.

 

Men’s Referral Service
Operated by Say No To Violence they provide advice for men about family violence. Their website includes information on:

  • are you worried about your behaviours
  • what to expect when calling Men’s Referral Service
  • find a men’s behaviour change program
  • how to support someone who is experiencing DFV
  • your rights and responsibilities
  • complaints procedure

They also operate a telephone counselling service you can contact by calling 1300 766 491 and live chat online