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Getting Help

Young people can access Kids Helpline 24 hours a day, 7 days a week.

Our counsellors talk with more than 5,500 kids each week, and help with all sorts of problems, big and small.

Phone counselling

When kids call Kids Helpline, they are connected to a counsellor after listening to a message about the counselling process, including privacy and confidentiality information.

All calls are private and confidential unless a Duty of Care situation arises. A Duty of Care situation occurs when:

  • A child is being hurt or neglected
  • A child is seriously thinking about hurting him/herself
  • A child has hurt, or is seriously thinking about hurting someone else
  • If we have significant concerns about a child's health and safety

If we suspect that one of these situations is happening, we will do all we can to ensure that the child and others remain safe. This includes encouraging the child to provide information about themselves such as their name and where they are.

Calls to Kids Helpline are free from mobile phones, landlines and public telephones.

Web counselling

Web counselling allows young people to talk one-on-one, real time with a Kids Helpline counsellor. It works in the same way as phone counselling, but takes place over the web.

Kids are required to read through information on the counselling process, privacy and confidentiality, before they are connected to a Kids Helpline counsellor.

Online counselling is very popular, and often young people need to wait to connect to a counsellor. The service allows kids to know how many other 'users' are waiting before them so that they can gauge the wait time.

Web counselling is available at specific times each week. View web counselling times.

Email counselling

Young people can access Kids Helpline email counselling 7 days a week.

Email counselling is also very popular so it can take a while for a counsellor to respond to an email. We suggest that kids use our phone counselling service if their problem is urgent, or if they need to speak with someone straight away.

If you are over the age of 25, you can contact Lifeline on 13 11 14 for help and support.