FAQs

yourtown FAQs

Do you have a question about something? Read through our Frequently Asked Questions and click on them to find the answers you're looking for.

For any other enquiries, please contact us on (07) 3368 3399 or yourtown@yourtown.com.au

yourtown is a charity with services young people can access to find jobs, learn skills, become great parents and live safe, happy lives.

  • Counselling and Mentoring from Kids Helpline's 24/7 service for Australia's children and young people, Parentline for parents and carers, and face-to-face support for our services' clients.
  • Family Accommodation Services that give families temporary homes and/or domestic violence support.
  • Parenting and Family Services that teach young families positive parenting and connects families with community.
  • Education and Re-engagement programs that keep young people in school and offer other positive pathways.
  • Training and Employment services that give young people extra life choices and gets them jobs.
  • Work Enterprises that provide on-the-job experience and skills for life.
  • Indigenous Employment and Wellbeing programs that create job options and community engagement opportunities.

Children, young people and families across Australia. In fact, we receive over 240,000 contacts each year. We are in your street, your suburb, your community, your town.

 

yourtown Business Centre operates from Milton in Brisbane and operates services across 5 states; employing over 650 people who are committed to helping young people build brighter futures. Our Kids Helpline service is available in every state 24/7. Please refer to our Get In Touch page for site addresses and details.

No, everyone is welcome at yourtown.

yourtown's Art Union predominantly funds many of our services.

Additional funds come through donations, corporate partnerships, fundraising activities, trusts and various State and Federal Government funded projects.

yourtown is committed to providing the best possible service. We welcome and value your feedback so we can improve the services we provide. Please send any feedback through via our feedback form.

To ask for permission to use one of our logos please complete the yourtown Logo Usage Request form and send it to us for approval.

Our organisation has changed so much since we started in 1961. The services we deliver, the help we offer, and the ways we interact with the community have all evolved. We felt that the time was right for our name to evolve in the same way our organisation had.

It was important for us to have an identity that reflects the inclusive nature of our work; after all we don't just work with boys.

We had updated the brand over the past 7 years, but we were still asked on a regular basis if we work with girls. As an inclusive organisation we needed to make sure that there were no impediments to young people accessing our services - that was the primary driver for the change.

Yes. We know that tradition and heritage are important, our research certainly validated that and we aimed to really build on the strong foundation we have.

No. With programs and services at both a national and local level, we're there for young people from every street, every suburb and every community across the country. We changed our name and image, but we remain 100% focused on tackling the issues that impact their lives. We aim to achieve real ‘change' for those who turn to us, helping them find jobs, learn skills, become great parents and importantly, live safe and happy lives.

So it's a new name but we have the same purpose and the same passion.

We provide services to meet the needs of young people at both a national and local level. Our services include employment initiatives, training (both vocational and personal), enterprises, parenting, family accommodation, counselling and support, and educational programs.

The luxury prize homes are the primary source of income for many of our programs and services and we hope that our new identity will not only encourage our current supporters to stay with us but also attract new supporters as well.

The yourtown art union is a possible win for someone, but also guaranteed support for young people on their pathway to a brighter future.

There are costs associated with the change, however much of what was produced would have been developed as part of the normal business of yourtown.

Prize FAQs

yourtown conducts 15 Prize Draws each year - 10 luxury Prize Home draws and 5 Prestige Car draws.

Your odds of winning a prize are directly related to the number of tickets sold in each draw. If every ticket was sold in a draw of 400,000 tickets, then the odds of winning first prize if you purchased 1 ticket would be 1 in 400,000.

When first prize is a choice of properties, you have seven days from the draw date to advise which prize option you will take.

Yes! If you have the lucky ticket, when you come to collect your prize, you will be met by a representative of yourtown who will take you to your new home and officially hand over the keys. We arrange the transfer of title and you can move into your new home immediately.

If you win gold bullion, you have the option to store the gold with ABC Bullion at no cost, or sell part or all of the gold back to ABC Bullion at any time. You can sell the gold through your ABC Bullion Account online, or by calling them directly on 1300 361 261. ABC Bullion will provide you with a Purchase Order within 24 hours for you to sign and nominate your bank account. All Purchase Orders received by ABC Bullion before 3pm Sydney time weekdays will be processed the same day. The value of the gold is then deposited into your nominated bank account. It's important to remember that the Buy Back price is different to the Sell price of Gold. The Sell and Buy Back prices for gold are listed live and updated on the ABC Bullion website every 5 minutes to most accurately reflect the current market prices. A small brokerage fee is included in the Buy Back price, so there are no additional charges.

You choose how to spend your Flight Centre travel voucher prize. You can select a ready-made Flight Centre travel package, or design your own holiday to include accommodation, flights, car hire, campervan hire, sightseeing passes and tours. In fact, virtually any travel product that is offered by Flight Centre can be purchased with your Flight Centre travel voucher. You have 12 months to redeem your voucher from the date of notification on your Prize Letter.

We generally find that winners have made the decision on which property to take well in advance. However, yourtown is aware of the difficulties faced when winners need cash in order to view both Prize Homes being offered, and where possible, a small amount of travel and/or gold is included in the first prize package for each option to facilitate costs towards viewing the properties. The winner will liaise with either ABC Bullion or Flight Centre to redeem prior to viewing the property/(ies).

The more tickets you buy in a yourtown prize draw, the more gold bullion you can win with first prize. Tickets need to be purchased under the one account and all in the same name/s in the same draw.

Luxury Prize Home draw:

  • Buy 15 tickets = $150,000 gold
  • Buy 10 tickets = $100,000 gold
  • Buy 8 tickets = $80,000 gold
  • Buy 6 tickets = $60,000 gold
  • Buy 4 tickets = $40,000 gold
  • Buy 3 tickets = $30,000 gold
  • Buy 2 tickets = $20,000 gold

Select prize home draws also offer a 20 ticket MultiChance prize of $200,000 gold bullion.

Prestige Car draw:

  • Buy 10 tickets = $10,000 gold
  • Buy 6 tickets = $7,500 gold
  • Buy 4 tickets = $5,000 gold

Each ticket you buy as a myplace member gives you entry into exclusive myplace member bonus draws and you automatically receive your tickets so you never miss your chance to win.

As a myplace member, you can:

  • win $10,000 gold in each Prize Home Draw (10 draws per year)
  • win $1,000 spending voucher each week (52 draws per year)
  • win $25,000 gold (2 draws per year)

As a Prestige Car subscriber you can:

  • win $5,000 gold in each Prestige Car draw and an extra $5,000 if you subscribe 'until further notice'.

Your credit card will be debited at the commencement of each new draw. There are 10 Luxury Prize Home draws per year which are approximately 5 weeks apart, and there are 5 Prestige Car draws per year which are approximately 10 weeks apart.

Tickets can be purchased through our call centre until 10pm AEST on close day, and via the internet until 10pm AEST on close day.

Legislation requires that prizes cannot be transferable for cash.

The majority of yourtown Prize Homes are purchased ready built.

We are not aware of how many winners keep the Prize Home. The decision to sell or not is largely governed by individual circumstances of each winner.

  • Luxury Prize Home draws are conducted by barrel draw and usually conducted at the yourtown Prize Home. General public are invited to come along.
  • Prestige Car draws are conducted by barrel draw and usually conducted at 5 Cordova Street, Milton QLD 4064.
  • The myplace and subscription draws, and other promotional prizes, are drawn by computer.

The draw details are advertised in the conditions on the ticket, brochures and on our website. Draws are conducted under state government licensing regulations.

A yourtown official who is not a ticket holder is responsible for the conduct and supervision of the draw, and a qualified accountant is also in attendance.

The barrel is a motor driven perspex see-through rolling cylinder with six compartments. Each compartment is loaded with numbered balls covering all possible ticket number combinations for the draw. This means that if the draw has a maximum of 400,000 tickets, the first compartment will need to be loaded with four balls, 0, 1, 2, 3 and 4, while each subsequent compartment is loaded with balls numbered 0-9.

With the press of a button, the barrel rolls for a minimum of 15 seconds. When it stops, the numbered balls automatically fall into the holding compartments producing a number when read from left to right. The number is checked against our computerised record of sold and unsold tickets. If the number drawn is an unsold ticket number, then it will be re-drawn until we have a winner.

The process is repeated for all supplementary prizes.

In the case of a ball not dropping, the barrel will be re-spun.

If a current daytime telephone number is on record, it's used to contact the 1st prize winner and inform them of their prize as soon as the results from the draw have been confirmed. All winners will receive their notification by registered mail. These letters are prepared immediately following the draw and mailed on the day of the draw. Are your contact details up to date?

Results for the Luxury Prize Home and Prestige Car draws are published on our website the afternoon of the draw and in "The Australian" newspaper the following Tuesday after the draw. Draw results are emailed to current ticket holders (if an email is listed on their account).

All motor vehicle prizes in a yourtown Prestige Car draw include on-road and dealer delivery charges, but do not include motor vehicle insurance as this is a variable cost directly related to individual driver circumstances.

Under current Australian government taxation legislation the purchase of Art Union tickets is not tax deductible. All donations $2 and over are are tax deductible within Australia.

Every endeavour will be made by yourtown to ensure that supporters of our Art Unions and donors are provided with clear and concise information when purchasing Art Union tickets or making a donation.

In accordance with Australian consumer law, yourtown is not obligated to provide a refund for any 'change of heart' decision related to the purchase of a ticket in our Art Unions or donations made to yourtown. However, where an individual believes that an administrative error has been made by them or yourtown, then yourtown will consider the refund on a case by case basis in the existing Art Union. Where we have made an error or where there has been a genuine mistake made by the purchaser, yourtown will provide a refund in accordance with legislative requirements or specific Art Union licence conditions. Refund only valid in open Art Union.

All requests for refunds must be made by the person who originally purchased the tickets or made the donation. Refund applications should be addressed to the Head of Marketing and Fundraising and provide information as outlined below:

  • proof of purchase or donation made
  • the payment date
  • the amount of the payment to be refunded
  • the name of the payee (the supporter or donor)
  • a reference number such as a Customer Account Number or Tax Receipt (if known), and
  • the reason for the refund request.

Where requests are made via telephone, additional security information may be required to confirm the identity of the person requesting the refund.

All refund requests related to our Art Unions or donations to yourtown or Kids Helpline can be sent by any of the following contact methods:

Email:

Mail:

  • GPO Box 2469, Brisbane QLD 4001

Phone:

Alternatively, individuals may lodge a request for a refund or return of goods via our website feedback form.

All refund requests will be logged into our systems and will be investigated and responded to within 20 working days.

yourtown will only refund in Australian dollars. The method of refund will be the same as the purchase method with the exception of cash. In the event a supporter has purchased via cash, the refund will be made via either cheque or direct deposit.

You can send an appeal request to our Chief Executive Officer at the contact details below who will review your appeal and advise the outcome within 20 business days.

Email:

Mail:

  • GPO Box 2469, Brisbane QLD 4001

You can change or cancel your myplace membership at anytime by:

  • Logging onto yourtown.com.au/account
  • Sending us an email at yourtown@yourtown.com.au 
  • Call 1800 554 054 - Australia (toll free except from mobile phones)
  • Call 0800 441 206 - New Zealand (toll free)
  • Call +61 7 3368 1444 - All other countries

The maximum number of tickets available for sale each draw varies from Art Union to Art Union. The maximum number of tickets in each draw is stated in the Terms and Conditions on the Ticket and on our website at yourtown.com.au

Under WA’s department of Racing, Gaming and Liquor as the draw is not conducted in WA, we are not required to hold a WA permit. Please be assured, under QLD Law there is no restriction applied to the sale of tickets to persons who reside in another State or Territory.

yourtown accepts all major credit cards, cheque or money order and direct debit from your nominated Australian bank account. PayPal is also available via the website.

Technical FAQs

Please check the top left hand corner of the webpage for any messages. It may be that you need to confirm some details regarding your order.

Please ensure you have checked your SPAM folder and that your email address has been entered correctly. We recommend adding yourtown to your contact list or address book. If you still haven’t received the email, please contact our Customer Service Team on 1800 555 079.

Please allow up to 24 hours for the email to come through. Depending on your email provider security settings, your e-tickets may have been filtered to the SPAM folder. Adding yourtown to your contact list will ensure all future tickets are delivered successfully to your inbox. If you still haven’t received your ticket, please contact our Customer Service Team on 1800 555 079. Remember, you can view your ticket numbers at any time by logging into your online account.

Our tickets & promotional emails are sent in an image format. To ensure privacy and security some email clients will prevent images from being downloaded. To resolve this issue, you may need to change the security settings within your email client to allow images to be displayed. Please also be aware that when attempting to download or view your tickets, they’ll appear in a pop-up screen. You may again need to check your security settings to allow pop-ups.

No. Each account must have its own email address.

It’s easy to update your address online. Simply log into “My Account” and enter your new details in the Mailing Address section and then click save.

We’re sorry to see you go. To close your account please contact us by phone on 1800 555 079 or email yourtown@yourtown.com.au

Please select the “Forgot Password” link found on the My Account login page. You will receive a Login Details email with a link to create a new password.

There may be a few reasons for this. There may have been an interruption in the internet connection during payment processing which would cancel your order. Otherwise, please check the top left hand corner of the webpage for any messages. It may be that you need to confirm some details regarding your order.

Draw 466 FAQs

Download our FAQs for all the information about the Newtown and "Kirra Wave" prize properties.

Newtown Sydney FAQs

"Kirra Wave" Gold Coast FAQs

Boystown Beaudesert FAQs

The management and staff of yourtown are appalled and deeply saddened by the nature and extent of the allegations and claims made. It goes against the ethos of this organisation and the hard work and compassion shown by hundreds of staff members and Brothers.

yourtown has stringent recruiting procedures that include working with children checks and rigorous policies and protocols for child safety and reporting. Additionally, our various programs are regularly audited and evaluated to ensure services are delivered to the highest standards of quality, professionalism and ethical values.

yourtown, as an incorporated company, maintains quality certifications and practices that align with or exceed industry standards.

 

Yes. We do have Brothers working in yourtown who along with staff focus on providing the very best service we can to those who turn to us. It is unfortunate that the actions of some may tarnish the good work of others. The Brothers, like all yourtown staff, work to the highest standards of child protection and the needs of our clients are of paramount importance to us.

In 1961, the De La Salle Brothers established Boystown Beaudesert, a residential school for disadvantaged boys. The school operated for 40 years, closing in 2001 due to changes in Government policy regarding institutionalised child care.

No. Boystown Beaudesert closed in 2001.

No. Our change in identity is only about how we've evolved as an organisation over more than 55 years. The name ‘yourtown’ showcases the inclusive, energetic and national organisation we have become; after all, we don't just work with boys.

No. The abuse claims relate to Boystown Beaudesert and as such the De La Salle Brothers are responsible for any settlements.  No yourtown supporter funds have been or will be used.

Yes. The De La Salle Brothers are deeply sorry for what happened and sincerely apologise. Abuse of any form is never acceptable.

A public statement of apology has been issued.