Optus Deepens Commitment to Domestic and Family Violence Prevention with Escabags Partnership

Optus has announced a new partnership with Escabags, an Australian charity supporting individuals and families fleeing domestic abuse.

Through this initiative, selected Optus retail stores across Australia will now discreetly offer free Escape Bags, containing personal care items, support resources and an Optus SIM card to help survivors when they need it most.

The partnership launches during Domestic and Family Violence (DFV) Prevention Month and reinforces Optus’ broader commitment to providing critical care to customers and employees experiencing vulnerability.

Escabags was founded by survivor and advocate Stacy Jane after escaping an abusive relationship herself when she saw the urgent need for practical support.

Stacy Jane, Founder and CEO of Escabags said:

“From my experience, my phone was both my safety line and my greatest risk. It had software installed that tracked my every move, monitored my conversations, and left me feeling completely exposed.”

“I understood just how critical it was to change my number quickly and safely, and to have a way to connect with loved ones without being watched. That’s why this partnership with Optus is so important. It puts real, practical support into the hands of those who need it, in a safe environment.”

The free Escape Bags are available from participating Optus retail stores across Australia. Each store features a discreet Escabags window decal, indicating it is a safe space. Anyone, irrespective of whether they are an Optus customer, can walk in and ask for an Escape Bag, no questions asked. A full list of participating stores is available at: escabags.org/escabags-stockists.

Optus Chief Customer Officer, Consumer, Anthony Shiner said:

“We know connection can be a lifeline, and with that comes serious responsibility particularly for telcos.”

“Our partnership with Escabags builds on the hard work of our teams to better support vulnerable Australians. Through the provision of Optus SIM cards and the backing support from our trauma-informed Specialist Care team we’re proud to offer help that’s discreet, local, and has the potential to change lives.”

Broader support for individuals facing vulnerability

The Escabags partnership is one part of Optus’ comprehensive approach to supporting customers experiencing domestic and family violence, financial hardship, and other forms of vulnerability. Key initiatives include:

• One Stop, One Story (OSOS) Hub: Optus is proud to collaborate with the One Stop, One Story Hub, developed by Thriving Communities Australia. The Hub enables customers experiencing vulnerability to share their story once, via a secure, consent-based platform, and be connected with coordinated support from multiple service providers. This reduces the trauma of retelling distressing experiences and streamlines access to help.
• StandbyU Safety Shields: Through a partnership with the StandbyU Foundation, Optus offers wearable technology that helps people facing serious safety concerns stay connected with a trusted support network in real time. These shields act as a silent safety link, offering peace of mind and real-time intervention if needed.
• Lived Experience-Informed Frameworks: As a founding member of One Generation, Optus is collaborating with other essential service organisations to act on lived experience research and insights. Optus is also partnering with Uniting Vic.Tas to design more effective processes so that customers affected by Family & Domestic Violence can remain protected and supported with compassion and dignity at every touchpoint.
• Industry Collaboration: Optus actively collaborates across the industry to help address technology-facilitated abuse, strengthen protections, raise awareness, and improve support for vulnerable customers. This includes contributing to cross-sector initiatives such as the Telco Accessibility Working Group, Enhanced Care Dialogue Forum, and One Generation, focused on improving accessibility and care for all Australians.
• Commitment to Customer Protections: In May 2024, Optus updated its Terms & Conditions to take a clear stand for customer safety, stating that it will not tolerate the use of its products or services to cause harm. As the first Australian telco to take this step, Optus has led the way in standing against technology-facilitated abuse and coercive control.

Optus is equally committed to creating a safe and supportive environment for its people. Employees have access to many of the same protections as customers, including StandbyU Safety Shields and discreet access to Escape Bags through internal channels.

To further this support, Optus has updated its leave policy to include dedicated paid Domestic and Family Violence leave entitlements, flexible work options, and confidential counselling services.

Through its trauma-informed Specialist Care Team, Optus has supported more than 23,000 customers with personalised assistance, from billing relief and tech access to emotional support, demonstrating a deep commitment to walking alongside Australians in their most difficult moments.

For more information on how Optus supports customers experiencing vulnerability, including Domestic and Family Violence, and Financial Hardship, please visit: https://www.optus.com.au/about/specialist-care.

Media contact
Nidhi Gorai
Optus Corporate Affairs
02 9037 8179
media@optus.com.au