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FAQs

We know there is a lot of uncertainty at the moment and understandably people have been reaching out to AWLQ asking questions – from how AWLQ can assist them with surrendering their pet to how they can become foster carers or adopt.

To improve your experience, we’ve compiled a list of frequently asked questions for you.

This includes valuable information about our services and how we may be able to assist your pet and you during this time.

ADOPTION BASED ENQUIRIES

I’d like to visit an Animal Rehoming Centre – when will you be closing?
As part of AWLQ’s COVID-19 risk mitigation plan, we have introduced a number of operational changes to our animal rehoming centres, community vet clinics and op shops. These measures are to protect the health and safety of our team and customers.

  • Beenleigh Animal Rehoming Centre –  this centre is temporarily closed for general access. For adoption enquiries please call 07 3807 3782 and for Gold Coast City Council pound enquiries please call 07 3807 0580.
  • Gold Coast Animal Rehoming Centre – this centre is temporarily closed for general access. For adoption enquiries please call 07 5509 9000.
  • Warra Animal Rehoming Centre –  this centre is temporarily closed for general access. Please call 07 3631 6800 for further information if you have found a stray animal, lost your pet, need to reclaim your pet, have an adoption/foster enquiry or if you have adopted an animal and need assistance.
  • Willawong Animal Rehoming Centre –  this centre is temporarily closed for general access. Please call 07 3714 2800 for further information if you have found a stray animal, lost your pet, need to reclaim your pet, have an adoption/foster enquiry or if you have adopted an animal and need assistance.

I’d like to visit or adopt an animal from the Gold Coast Animal Rehoming Centre – can I still do this?
The Gold Coast Animal Rehoming Centre is temporarily closed to visitors until further notice, however, we will still be rehoming by appointment only. Please visit www.awlqld.com.au/adopt-a-pet to view the available animals.

I need to return an animal I adopted from AWLQ – can I still do this during the temporary forced closure?
We will still be assisting people who need to return an animal they have adopted from AWLQ. Please phone 07 5509 9000 and our team will explain this process to you. We will be taking return animals by appointment only during this time.

The animal I have adopted from you has become sick during the 10 day health policy – can I still have them seen by your vets?
All of our Community Vet Clinics are still open and our standard process for health policy enquires still applies. Please phone the Community Vet Clinic on 07 5594 0111 and our team will arrange a vet appointment for you.

FOSTER BASED ENQUIRIES

I’d like to foster an animal – can I still do this?
We have had an amazing response from people applying to foster animals. If you are interested in fostering, please register by visiting www.awlqld.com.au/fostering, you can also view the animals needing foster on our website. We will contact you when we have a suitable foster animal for you.
Our Gold Coast foster office is operating by appointment only. If you have a foster animal in your care and require assistance please call 07 5509 9020. If you are interested in registering to become a foster carer please visit the foster section of our website.

I’d like to apply to be an emergency foster carer – how much food/medicine will be supplied and will this get me through an isolation time or during the temporary forced closure?
All animals that go into foster care will be supplied with enough food and medication for two weeks. During a forced shutdown foster carers will still be able to travel for essential supplies which include food and medication for pets. Should the animal(s) be required to stay in foster for longer than two weeks will arrange times for foster carers to collect more supplies from your nearest Animal Rehoming Centre.

I’m fostering an animal from you that has become unwell – what can I do?
We will still be able to assist you with this, please phone our foster team on 07 5509 9020 or our call centre on 5509 9000. Our team will then arrange for your foster animal to see a vet if needed.

I need support during the foster period and you are closed – who do I call?
Our foster team will still be contactable during this time and you will have access to phone support. You will be supplied these contact details when you collect your foster animal(s).

I’m fostering an animal for you and it isn’t working out – how do I return the animal if you are closed during the temporary forced closure?
We will still be able to assist you with this, please phone our foster team on 07 5509 9020 or our call centre on 5509 9000.

REQUEST FOR ASSISTANCE ENQUIRIES

I am having financial difficulty caring for my animals – can AWLQ help me?
If your pet is in need of vet care please contact our Community Vet Clinic on 07 5594 0111. AWLQ does have a limited amount of pet food that can be provided to help feed your pet please phone our call centre on 07 5509 9000 to schedule a time to collect.
If you are experiencing behavioural or health issues with your pet we may be able to assist you to overcome these. Please phone our call centre on 07 5509 9000 and they will connect you with a team member to discuss this further.
If you are experiencing extreme hardship, homelessness, domestic violence, or there is a pet home alone due to hospitalisation or death please phone our call centre on 07 5509 9000.

I need to surrender my animal – can I still do this if you are closed during the temporary forced closure?
We understand that surrendering a pet is never an easy choice but sometimes is the only option people have. If you need assistance please call 07 5509 9000 and our team will provide you information on how we may be able to help.
Where possible we encourage you to keep your pet until our Animal Rehoming Centres re-open to the public. If you are experiencing behavioural or health issues with your pet we may be able to assist you to overcome these. Please phone our call centre on 07 5509 9000 and they will connect you with a team member to discuss this further. If you are experiencing extreme hardship, homelessness, domestic violence, or there is a pet home alone due to hospitalisation or death please phone our call centre on 07 5509 9000.

COMMUNITY VET CLINIC ENQUIRIES

My pet needs to see the vet – are your Community Vet Clinics still open?
Our Community Vet Clinics will remain open with new processes in place to ensure everyone’s health and safety is maintained, including implementing safe distancing practices within waiting and consultation rooms.
The safety and well-being of our customers and team is our number one priority, we are closely monitoring the situation and making real-time adjustments as needed.

OP SHOP ENQUIRIES

Are the op shops still open? Can I still get goods collected?
All AWLQ op shops are now closed and we are longer collecting donated goods. Funds raised from AWLQ’s Op Shops are crucial in ensuring we can continue to deliver our lifesaving work within the community and we would greatly appreciate you holding onto any goods you would like to donate until we reopen.

RETAIL ENQUIRIES

I have a Pro Plan loyalty card – can I still purchase Pro Plan from you or litter?
We can take payment over the phone by calling 07 5509 9000 and we will then organise a time for you to collect your items from a team member in the car park.