Last updated: 1 August 2026
If something is not working, or a charge has appeared that you do not recognise, or you simply cannot find what you need, write to us. A person reads every message.
In short: email hello@18december.com.au and we will reply within 2 business days. We can help with your account, your billing, your documents, and anything broken on the site. We cannot give you medical, legal, or financial advice, and we are not a crisis service.
Email hello@18december.com.au. That is the only way to reach us, and it is the fastest. We do not have a phone line.
It helps if you tell us the email address on your account and what happened. If it is about a payment, the date and the amount are enough for us to find it.
We reply within 2 business days, and usually sooner. Business days are Monday to Friday, Melbourne time, not counting Victorian public holidays.
A few kinds of request have their own timeframes set by law, such as asking for a copy of your information or making a privacy complaint. Those are set out in our Privacy Policy.
If someone you were caring for has died and you need to sort out their account, tell us that and nothing more. We will not ask you for a death certificate or make you explain yourself.
We are not doctors, lawyers, or financial advisers, and we cannot advise you on your own situation. Our guides explain how things generally work in Australia. For a decision about you, or about the person you are caring for, you need someone who knows the details: your doctor or specialist team, a solicitor, or a financial adviser.
We are also not a counselling or crisis service.
Email is too slow when things are urgent. If you or someone else is in immediate danger, call 000.
There is a fuller list on our Disclaimer page.
18December is operated by 18December Pty Ltd (ACN 699 023 464), Victoria, Australia.