Terms of Service

Eligibility for service

To access MensLine Australia online counselling, you will need to be:

  • A man with a family or relationship issue or a woman who is concerned about and seeking help for a man
  • For online chat you must be 15 years or over
  • For video chat you must be 18 years or over
  • Currently residing in Australia.


Please note that MensLine Australia online counselling is not a crisis service.

If you need to contact someone urgently, please call:

Suicide Call Back Service on 1300 659 467

If your situation is life threatening, please call:

Triple zero 000 to access emergency services.


Privacy and Security

MensLine Australia maintains confidentiality of all client telephone and online counselling services, except under specific circumstances where we are mandated to disclose information:

  • it is evident that you, an identifiable third party (another person) or the general public may be at imminent or immediate risk of serious harm or injury
  • it is revealed that a criminal act under the Commonwealth or State law has been committed; and
  • we have a legal obligation to disclose information, such as a court order.


To read MensLine Australia privacy statement in full, please click here

MensLine Australia complies with privacy law relating to the management of personal information. MensLine Australia protects personal information during transmission by using Secure Socket Layer (SSL) encryption. All data is stored on a secure server. Despite these safeguards, the internet is not a completely secure or private environment and, while unlikely, it is possible for online security to be breached. For further information about protecting yourself online, please see the Stay Smart Online website

Video counselling sessions are recorded by MensLine Australia for training, coaching and quality assurance purposes or to evaluate the service provided by MensLine Australia. Your MensLine Australia counsellor will seek your consent to recording at the beginning of each video counselling session.

Your video counselling session will be stored for the period of time required under Australian law. Please read MensLine Australia’s privacy statement in full.


Technical issues

MensLine Australia is not able to answer technical or IT questions. MensLine Australia cannot guarantee that the technology used to deliver online counselling will always be available, function as intended or operate without interruption. In the event of a technical failure, the counsellor will work with you to try and maintain the continuity of the online counselling session.


Use of Electronic Communications

You must not forward email messages or other electronic communications from MensLine Australia online counselling service and/or its counsellors to other persons, except in situations where this has been agreed in advance by MensLine Australia, and is done with written permission.

You may not use advice or information provided by MensLine Australia out of context, or pass on the advice to another person or organisation.


Prohibition against recording video counselling sessions

The video counselling session is for the benefit of the user only. You must not record the video counselling session, copy it, distribute it or make any part of it available to any to other person.


Important notice

Online counselling is only one form of counselling and may not be appropriate for all people. You should consider other options which might suit your personal needs, such as face to face or telephone counselling.

You may consider options other than online counselling if:

  • You are at risk of self-harm
  • You may be at risk of harm from another if the details of the counselling conversation became known
  • You have a diagnosed mental health issue
  • You do not feel comfortable using written words to express yourself.


Any decisions you make and any action you take as a consequence of your online counselling session is at your own risk and is your responsibility. MensLine Australia does not accept any liability or responsibility for any loss, damage, and/or injury suffered, nor for any action or inaction taken by you.



If your counsellor identifies concerns that you are at risk of harming yourself or others, they or another MensLine Australia counsellor will speak with you about this.

In most circumstances, MensLine Australia will follow the process below:

  • Request details such as your location and telephone number so that a counsellor may provide support and/or practical assistance.
  • MensLine Australia may also utilise the contact collated once an online counselling session has started to call you to provide this support (IP address and name)
  • If MensLine Australia is unable to contact you via phone, the counsellor will continue to work with you online and attempt to obtain as much relevant information as possible. They will work with you to help keep you safe, and provide referrals to face-to face and local services.
  • If you chose not to provide MensLine Australia with information, we may be unable to follow up in the event of an emergency, and will be limited in the amount of practical assistance we can provide.
  • In the event that your safety cannot be assured, MensLine Australia may choose to alert local emergency services in efforts to protect your safety or the safety of others.


Please note that if you attempt to harm yourself during the course of your video counselling session, your counsellor will terminate the session and contact emergency services.


Compliments, complaints and feedback

If you wish to give a compliment, make a complaint or comment about On the Line’s online counselling, please email: feedback@ontheline.org.au