Frequently Asked Questions

Question Quick Finder:

Where do I start?What's your number? What happens when I call? Is this a free call? I can't get through.Can I speak to the same counsellor?Is this confidential? What can I call about? Are you qualified?Face-to-face counselling? Other Lifeline services Christian counselling?

Common questions are answered below. Please speak to one of our trained telephone counsellors if you have other counselling questions.

I'd like some help - where do I start?

There are 2 places you can start.

1) You can call our crisis line (13 11 14) to speak with a trained telephone counsellor. They are there to support you in whatever you are going through.

2) Call your local centre (we support from Sydney Harbour northwards to the Hawkesbury River) for face-to-face counselling and other services we have to help and support you.

What's your phone number?

The Crisis Line number is 13 11 14, nationwide.

The Harbour-to-Hawkesbury office number is 9498 8805 - no telephone counselling is available on this line.

What happens when I call 13 11 14?

Your call to us begins with our welcome message & information. You will then reach the first available counsellor.

Lifeline counsellors are trained, caring, and accredited - and are available to listen and support you without judging or telling you what to do.

Is this a free call?

No, it is at the cost of a local call. Calls from mobile phones are charged at regular mobile phone rates

13 11 14 can be dialled from any landline in Australia for the same flat rate.

Will the Lifeline call appear on my bill?

The call may be shown on your bill, since it is a charged call. This will depend on whether you bill is setup to show 13 & 1300 calls. Calls to the Lifeline office may also show for the same reason

I can't get through to the 24 hour crisis line. What should I do?

Please try again shortly. Lifeline does its best to answer every call immediately, but unfortunately we're not always able to and may ask you to wait in a short queue. Occasionally the queue may be full, if so please call back shortly. We will answer all calls as quickly as possible.

Note that Lifeline offices are unable to transfer calls to the counselling number.

Can I speak to the same counsellor I spoke to when I called last week?

Not for Telephone Counselling. Lifeline is not able to provide an ongoing Telephone Counselling service as we have many centres with many counsellors in each centre - any of whom may answer your call.

If you'd like ongoing counselling, Lifeline Harbour-to-Hawkesbury and many other centres offer face-to-face counselling.

Is counselling confidential?

Lifeline is a confidential counselling service. However, Lifeline does have a Duty-of-Care, and confidentiality may be broken if a life is in immediate danger or a child is not safe.

Also, Lifeline counsellors undergo regular supervision to continually improve our service. A supervisor may listen in to a call or session, let us know if you don't want this to happen. We may also collect information we think is important for providing and improving our service.

Counsellors may take notes during the session to support you.

Read the national Lifeline Telephone Counselling Privacy Policy

What can I get counselling about?

Whatever you're going through, big or small, you can contact Lifeline for confidential, non-judgmental support.

People contact Lifeline for many reasons. Relationship problems, financial issues, feeling suicidal, and stress are common issues. Sometimes they just need to talk.

Counselling can help people to discover ways of handling problems and improving their lives. Lifeline offers counselling face to face as well as by telephone - Telephone counselling can be an easy and safe way of reaching out to talk with someone about anything that may be on your mind.

Are your counsellors qualified?

All of our telephone counsellors undergo 6 months of initial theoretical & practical training, followed by ongoing supervision and development, and assessment, before they become accredited telephone counsellors.

Our face-to-face counsellors have studied counselling externally, completing a course accredited by PACFA or the Australian Psychological Society.

To remain accredited, every Lifeline Counsellor receives ongoing training and supervision every year.

Can I get face-to-face counselling?

Yes, Lifeline Harbour-to-Hawkesbury offers Face-to-face counselling for people in our region. It is available to anyone in need and can involve a wide variety of issues. Lifeline Harbour to Hawkesbury offers:

• Personal counselling (for issues including depression, anxiety, stress)
• Relationship counselling (individual or couple)
• Anger Management
• Financial Counselling
• Problem Gambling

Find out about face-to-face counselling

What other services do you offer?

Lifeline Australia's primary service is Telephone counselling. Lifeline Harbour to Hawkesbury offers a range of local services, including:

• Face to face counselling
• Suicide support programs
• Emergency relief
• Community Aid
• Support Line (for lonely or isolated people)
• Lifeline Shops & Bookfair (good value clothing and books, to raise funds for Lifeline)

Find out about our services

Is this Christian counselling?

No. Lifeline and Lifeline counsellors welcome people of all beliefs and backgrounds.

Lifeline was founded by Reverend Alan Walker and this Christian heritage was to support anyone in need - this continues to be Lifeline's philosophy. Lifeline counsellors are not trained as Christian counsellors.