Frequently Asked Questions

  • Q
    Question: How does MensLine Australia work?
    A
    Answer:

    MensLine Australia offers telephone, online chat and video counselling for men with family and relationship concerns.

    The service is run by professionally trained counsellors, who are expert in men’s issues. You can speak to our counsellors about relationships, loss and grief, loneliness, depression, anxiety, trauma, mental illness, parenting concerns, wellbeing, and more. You can call 1300 78 99 78 from anywhere in Australia at a time that suits you.

  • Q
    Question: How does online chat work?
    A
    Answer:

    You will need to register your details on our website. Once registered, you will be asked to verify your email address (please look in both your inbox and spam folders). After you agree to the Terms and Conditions, log into the MensLine Australia website, and then call a MensLine Australia Counsellor.

    If you have already registered with the MensLine Australia website, simply log in and click on online counselling to get started.

  • Q
    Question: How does video counselling work?
    A
    Answer:

    You will need to download Skype on to your computer, tablet or phone. Skype is a free app. Next, register your details on our website. Once you have registered for video counselling, you will be asked to verify your email address (please look in both your inbox and spam folders). After you agree to the Terms and Conditions, log into the MensLine Australia website, and then click on Video Counselling to speak to a counsellor.

    If you have already registered with the MensLine Australia website, simply log in and click on video counselling to get started.

  • Q
    Question: What do I do if I'm locked out of my account?
    A
    Answer:

    Too many invalid logins will suspended your account for 15 minutes. This is a security measure to protect our users.

    After 15 minutes you can return to the website and reset your password. Use the Forgot Password link and simply enter the email address you used to originally login with. An email will be sent to that address containing a link to reset your password.

    Remember you can still reach our counsellors on the phone at anytime.

  • Q
    Question: Is MensLine Australia free?
    A
    Answer:

    Yes, the service is free.

  • Q
    Question: What is a callback service?
    A
    Answer:

    If your situation is not urgent, you can request for a MensLine Australia counsellor to call you back at a time that is more suited to you. Call backs are available from 10am to 10pm. If your situation is more urgent, please call MensLine Australia on 1300 78 99 78.

  • Q
    Question: Can I request a callback on behalf of someone else?
    A
    Answer:

    No, we do not make callbacks to third parties.

  • Q
    Question: Can I call if I am not based in Australia?
    A
    Answer:

    Unfortunately, this service is not available to people outside of Australia. Please contact your local support service.

  • Q
    Question: Can someone receive counselling if they don’t speak English?
    A
    Answer:

    Yes, counselling is available to people whose first language is not English.

    To initiate counselling, a caller should (if possible) advise on their preferred language. The counsellor will then place the caller on hold and contact the Translating and Interpreting Service (TIS). The counsellor will then reconnect with the caller and the interpreter in a conference call.

    Alternatively, someone can contact the interpreter first, who can then call the counselling service to begin the session.

    Counselling is most effective when the counsellor and caller can communicate as honestly as possible. While we acknowledge that this could sometimes feel awkward when a translator is involved, we encourage you to be as open as you can in order to get the most out of counselling. TIS officers are bound by privacy legislation to protect clients’ rights. The usual risk assessments and ethics of counselling apply.

  • Q
    Question: Can I use the National Relay Service?
    A
    Answer:

    Yes, our counsellors are experienced in working with clients through the National Relay Service (NRS). They will work with the relay officer to provide counselling and are conscious of obstacles facing people with a disability. They will use a person-centred, strength-based approach to suit their needs.

    A counsellor will work to get the most out of the session by communicating as openly and directly as possible, almost as if the relay officer is not involved.

    NRS officers are bound by privacy legislation to protect clients’ rights. The usual risk assessments and ethics of counselling apply.

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