EDON Place Bundaberg commends the State Government for taking decisive steps to improve DVConnect’s responsiveness to victim-survivors of domestic and family violence across Queensland.
The state government 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.
EDON Place community engagement coordinator – DFV team leader Jenae said they welcome the findings of the government-initiated review and are encouraged by the improvements to DVConnect’s Womens Line response rate, which has risen from 41.9 per cent in October 2024 to 73 per cent by mid-2025.
“The reduction in abandoned calls—from over 10,000 to 4001—is a critical step forward in ensuring that women in crisis are not left without support,” she said.
“At EDON Place, we believe that timely and accessible crisis support can be the difference between safety and continued harm.
“No woman in danger should be met with a ringing phone and no answer.
“The progress achieved to date—particularly through the trialled triage method that delivered a 93 per cent response rate—demonstrates what is possible when government, sector leaders, and service providers work together.
“We also support the government’s commitment to improving regional access, including the establishment of a 24/7 crisis support line in North Queensland. Strengthening services across the state—especially in regional and remote communities—is essential to improving outcomes for all Queenslanders affected by domestic and family violence.”
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.
Prevention of Domestic and Family Violence Minister 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,” she 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.”
Jenae said the EDON Place team acknowledge and appreciate the leadership of Amanda Camm MP and DVConnect chief executive officer Joanne Jessop in responding to sector concerns and prioritising meaningful improvements.
“While there is still more work to be done, the steps taken so far are both positive and necessary.
“EDON Place remains committed to working alongside government and partner services to ensure that victim-survivors are met with safe, timely, and trauma-informed support—whenever and wherever they reach out.”
