Supporting DVConnect to deliver improved services to victim-survivors

• DVConnect showing significant improvement following intervention by the Crisafulli Government.
• Crisafulli Government committed to working with DVConnect to ensure the phone is answered when victims call for support.
• North Queensland 24/7 crisis support line on track to ease pressure on DVConnect. 

The Crisafulli Government’s is delivering more support for Queenslanders experiencing domestic and family violence, backing DVConnect to boost their response to calls from women at risk. 

A review into DVConnect was initiated last December following reports of unanswered and delayed calls from those in domestic and family violence crisis.  

The review revealed a sharp decline in the ability of DVConnect to answer calls to its WomensLine – the critical service women call when in crisis – at its worst point only picking up the phone just 41.9 per cent of the time in October 2024. 

Almost four times as many vulnerable people - 388 per cent - also abandoned calls to the service between July 2023 and March 2025. 

The review also uncovered a concerning lack of transparency and disclosure by DVConnect during contract negotiations with the former Labor Government following the loss of a contract with 1800RESPECT last year. 

Following significant work with DVConnect and the Department, the service is improving, with data revealing between April and June 2025 the WomensLine response rate is now at 73 per cent following intervention by the government. 

DVConnect has also trialled a new peak-time triage method during May and June and have reported achieving 93 per cent response rate on WomensLine within the trial period. 

The number of calls being abandoned by women seeking help has also dropped from a high of 10,079 in the second quarter of last year, to 4001 by quarter four. 

The report notes greater clarity is needed around the roles and responsibilities of DVConnect and any key performance indicators need to be established, which the department are engaging with the service to ensure they are communicated. 

Minister for the Prevention of Domestic and Family Violence Amanda Camm said following the review DVConnect there had been positive signs, but there was work still to be done. 

“In the lead up to the election the Crisafulli Government committed to opening a new 24/7 crisis line in North Queensland that would double the capacity of DVConnect by providing better regional support and this is on track to be delivered by July 2026,” Minister Camm said. 

“After uncovering less than half the calls that were being made by at risk women to DVConnect were being answered, intervention and action was needed. 

“Victim-survivors of Domestic and Family Violence are a priority for the Crisafulli Government. 

“The uplift in service is a great start, with a response rate of 73 per cent and the number of abandoned calls dropping significantly. 

“I commend new CEO Joanne Jessop for her efforts to turn DVConnect around and working with my department proactively, following a tumultuous start to her tenure. 

“While I am happy with the turnaround we are beginning to see within DVConnect and their ability to help victims of DFV when they need it, there is still more work to be done. 

“Over 4000 women abandoning calls when in crisis is still too high and only answering 73 per cent of calls is still too low, I am committed to continue working on delivering better outcomes for vulnerable victims of DFV."

ENDS 

MEDIA CONTACT: Chris McMahon 0482 475 829