Helpline 1800 187 263

What to expect from SANE counselling support

Our counsellors provide support to adults who identify as having a complex mental illness, complex trauma or high levels of psychological distress. We also provide support to the family or friends that care about them.

You can reach our team of counsellors by phone, email or web chat from 10am to 10pm Monday to Friday AEST.

If you contact us we will:

  • Listen respectfully and provide a safe and supportive space no matter your gender, culture, ethnicity, religion or sexual orientation
  • Work collaboratively with you to explore your current situation
  • Help you identify your own, or a loved ones, existing strengths and resources
  • Suggest places to get additional support or treatment within your community
  • Offer some ideas as to how you can best support yourself or a loved one
  • Take notes about our contact with you so that we can provide you with a better service if you contact us again
  • Keep your information confidential unless there are genuine concerns for your safety or the safety of someone around you
  • Be transparent with you if we think there is another service better suited to your needs
  • Work with the Translating and Interpreting Service (TIS) if you are more comfortable speaking in a language other than English. If this is the case, call 131 450 and ask to speak with the SANE Help Centre on 1800 187 263 in your preferred language.
  • Collect data to improve and inform our service model

We are a small team which means that there may be times where we cannot answer your call immediately, or when web chat is busy (offline). We encourage you to try again later . If you have a question that isn’t urgent or need information or resources you can email us at This email address is being protected from spambots. You need JavaScript enabled to view it. We will answer your email within 48 hours.

Please not that we are not a crisis service.

If you, or a person you are caring for is experiencing emotional distress, please call Lifeline on 13 11 14 (24 hours/7 days) or chat to a crisis supporter online at lifeline.org.au (7pm-midnight every night. Alternatively you can call the Suicide Call-back Service (1300 659 467) for support around suicide. In an emergency, please dial 000.


This What to expect from SANE counselling support page may be freely downloaded, copied and distributed on condition no change is made to the contents. SANE is not responsible for any actions taken as a result of information or opinions contained in this article.
© SANE www.sane.org.