Optus launches free Escape Bags to support domestic abuse victims

Optus has launched a partnership with Australian charity Escabags to offer free Escape Bags at selected retail stores across Australia, aiming to assist individuals and families fleeing domestic abuse.

The initiative will see participating Optus stores discreetly providing Escape Bags containing personal care items, support resources, and an Optus SIM card. The partnership coincides with Domestic and Family Violence Prevention Month and is part of Optus' broader measures to support customers and employees experiencing vulnerability.

Escabags was established by Stacy Jane, an advocate and survivor of domestic abuse, who created the organisation after experiencing first-hand the challenges of escaping an abusive environment. She highlighted the critical role of technology in both enabling and endangering survivors attempting to leave dangerous situations.

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 Escape Bags are available to anyone in need, regardless of whether they are Optus customers. Stores participating in the initiative feature a discreet Escabags window decal to indicate that they are a safe space for individuals seeking help. Those in need can enter and request a bag without providing any personal information or facing any questions.

Anthony Shiner, Optus Chief Customer Officer, Consumer, commented on the importance of connection for those in vulnerable situations. He 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."

This initiative forms part of a wider set of Optus programmes and partnerships designed to assist customers facing domestic and family violence, financial hardship, and other vulnerabilities. Among these is the One Stop, One Story (OSOS) Hub, created with Thriving Communities Australia, which allows customers to share their experiences securely and access multi-agency support, minimising the trauma of retelling distressing experiences.

Optus also collaborates with the StandbyU Foundation, providing wearable technology through the StandbyU Safety Shields programme. This equipment is designed to help individuals facing serious safety threats to stay connected with their trusted network in real time, facilitating intervention if necessary.

The company is involved in several industry collaborations, participating in forums and groups such as the Telco Accessibility Working Group, Enhanced Care Dialogue Forum, and as a founding member of One Generation. These efforts focus on improving accessibility, customer protections, and developing processes informed by lived experience to ensure that those affected by family and domestic violence are treated with dignity and compassion.

Optus has stated its stance against the misuse of technology, amending its Terms & Conditions in May 2024 to prohibit the use of its services for harm and becoming the first Australian telecommunications firm to take such a step against technology-facilitated abuse and coercive control.

Employees of Optus also benefit from protective measures, including access to Escape Bags through internal channels, dedicated paid domestic and family violence leave, flexible working options, and confidential counselling services.

Optus reports that its trauma-informed Specialist Care Team has supported more than 23,000 customers with individualised assistance ranging from billing relief and access to technology to emotional support.