Optus partners with Escabags to support survivors of domestic and family violence

Optus has announced a national partnership with Australian charity Escabags, offering free, discreet Escape Bags and SIM cards via participating retail stores to help individuals fleeing domestic abuse.

The announcement:

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: A collaboration with Thriving Communities Australia to connect vulnerable customers to coordinated support via a secure, consent-based platform.
• StandbyU Safety Shields: Wearable technology providing real-time connection with trusted support networks through the StandbyU Foundation.
• Lived Experience-Informed Frameworks: Partnerships with organisations like Uniting Vic.Tas and participation in One Generation to shape more compassionate, effective support systems.
• Industry Collaboration: Active involvement in cross-sector initiatives to combat technology-facilitated abuse and improve accessibility, including the Telco Accessibility Working Group and Enhanced Care Dialogue Forum.
• Customer Protection Commitment: In May 2024, Optus became the first Australian telco to update its Terms & Conditions to explicitly prohibit the use of its services to cause harm.

Optus is equally committed to its people, offering employees access to StandbyU Safety Shields, internal Escape Bag distribution, paid DFV leave entitlements, flexible work options, and confidential counselling.

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.

For more information on how Optus supports customers experiencing vulnerability, visit: optus.com.au/about/specialist-care.

Source: Society