How to get Support

Accessing Support

This article explains the support options available to you and how to access them, so you can get the right help when you need it. Quick answer: To access support, click Support in the top navigation bar. From there you can search the knowledge base, contact the team by phone or email, chat with Lucy (AI chatbot), send a direct message, or book a call back.

Step 1: Open the Support page

Click Support in the top navigation bar to view all available support options.

Step 2: The Support page

The Support page shows a list of support options that you can scroll through, with each option explained below so you can choose the help that best suits your needs.

🔍 Search the knowledge base

The knowledge base contains easy-to-follow answers to common questions, including help with using the Virtual Community Centre, technical how-to guides, and information about how the website works. Use the search bar to find articles by keyword. Screenshot 2026-04-20 195938-1

📞 Phone and email support

Contact the support team by phone or email if you prefer to speak with someone directly. The phone number and email address are displayed on the Support page. You can also call us on 1800 287 687 (Monday to Friday, 9:00 am – 5:00 pm AEST/AEDT).

💬 Chat with Lucy (AI Chatbot)

Lucy is an AI chatbot available 24/7. She can answer questions and guide you to the right information instantly, without waiting for a team member to be available.

You can find Lucy's chat box in the lower right corner of the Support page. Below is an image of what it looks like.
Screenshot 2026-04-30 220142

Click Lucy's chat box to expand it, as shown in the image below. Screenshot 2026-04-20 201748

✉️ Send a direct message

Send a direct message to the support team if you need help or are not sure which support option is right for you. To send a message, fill in the form on the Support page and click Send. Response times: The support team aims to respond to direct messages within one business day (Monday to Friday).

💡 Helpful tip
When sending a message, please include your name and a phone number so our team knows who to call and has the best number to reach you on.

📅 Book a call back

You can book a call back with the team that best matches your needs by choosing one of the options below. Under the Book a Call Back section, in the navigation bar, click on the name of the support type you want and book a time for one of our team to call you back.

Participant support
Get help with using the Virtual Community Centre or joining activities.

Screenshot 2026-04-30 215037

Volunteer support
Get help with questions or tasks related to your volunteer role, including accessing resources and navigating the Virtual Community Centre.

Partner/provider support
Contact us if you are a service provider or community partner and need help accessing partner resources or navigating your account.

Tech support
Get help with technical issues such as problems with your device, internet connection, or software. Please check what tech support covers before booking.

Please refer to this article Tech Support: What We Cover and What We Don’t before booking a tech support call back.

Screenshot 2026-04-30 215150

Need more help?

If you’re not sure which support option is right for you, or if you'd prefer to speak with a team member, call us on 1800 287 687.

Our phone lines are open Monday to Friday, 9:00 am to 5:00 pm (AEST/AEDT).