An investigation has found the majority of calls to a crucial women’s domestic violence helpline went unanswered at the end of last year, prompting the promise of an overhaul.

Queensland’s contracted service, DV Connect, was found to have let more than 10,000 calls go unanswered between October and December 2024.

The report found a steady decline over an 18-month period.

Calls answered dropped from 87 per cent in May 2023 to just 58 per cent by October 2024.

The figures were worse for the service’s specific women’s line, which went from 89 per cent to 42 per cent in that same time.

Domestic Violence Prevention Minister Amanda Camm said it would be an “absolute tragedy” if those declined calls resulted in any injury or death.

“The service that they received or the lack of service was not good enough,” she said.

“Every victim deserves their call to be answered when they are seeking help.”

DV Connect chief executive Joanne Jessop said the data can tell a story that may not be “entirely accurate”. 

During that 18-month period, calls to the women’s line had been increasing.

But Camm said funding had almost doubled that year.

“That was their worst performing year,” she said.

“So it wasn’t that there wasn’t adequate funding. It wasn’t that there wasn’t adequate resourcing.”

DV Connect was also found to have implemented an employment freeze after losing a critical contract with 1800 RESPECT, and staffed hours were only filling about half of the planned roster.

But the service did not inform the government.

“When staff are sick, when we have the flu and COVID, keeping staffing levels high is really difficult, and we need staff to answer the phones,” Jessop said

Jessop is now working with the state department on the report’s recommendations.