Help us to improve the NSW Mental Health Line

Share your knowledge and ideas to help the NSW Government improve the Mental Health Line.

What is the Mental Health Line?

The NSW Mental Health Line is a free service that operates 24 hours a day, 7 days a week, offering advice, support, triage and referral to specialist NSW mental health services.

A mental health clinician will listen to your needs over the phone and help you access the most appropriate service.

Have Your Say

We want to hear from people who have lived experience of mental illness as well as people who have lived experience of caring for someone with mental ill health. Even if you have not used the Mental Health Line before, we would still like to hear from you.

Your feedback will be used to help improve the user experience of the Mental Health Line across NSW.

Do a quick poll, complete the survey or share ideas. Everything you say will remain anonymous and nothing you say will affect your access to services.

We are consulting widely on this. There will be opportunities to share further feedback as part of a group discussion to help improve the Mental Health Line. Please email us to register your interest.

Thank you for your feedback

This consultation is now closed. Thank you for participating. We are currently reviewing your feedback.


Share your knowledge and ideas to help the NSW Government improve the Mental Health Line.

What is the Mental Health Line?

The NSW Mental Health Line is a free service that operates 24 hours a day, 7 days a week, offering advice, support, triage and referral to specialist NSW mental health services.

A mental health clinician will listen to your needs over the phone and help you access the most appropriate service.

Have Your Say

We want to hear from people who have lived experience of mental illness as well as people who have lived experience of caring for someone with mental ill health. Even if you have not used the Mental Health Line before, we would still like to hear from you.

Your feedback will be used to help improve the user experience of the Mental Health Line across NSW.

Do a quick poll, complete the survey or share ideas. Everything you say will remain anonymous and nothing you say will affect your access to services.

We are consulting widely on this. There will be opportunities to share further feedback as part of a group discussion to help improve the Mental Health Line. Please email us to register your interest.

Thank you for your feedback

This consultation is now closed. Thank you for participating. We are currently reviewing your feedback.


Explaining the Mental Health Line

How would you briefly explain the Mental Health Line to someone who has not heard about the service?

Please note your comment shared in this section of the consultation can be viewed by visitors to the page.  

If your comment is not on topic, it will be removed. 

CLOSED: This discussion has concluded. Thank you for your feedback.

Hi Mary,

Thanks for sharing your story about your sister and your experience as a health professional.

We will add the comprehensive care plan for complex cases to the ideas board (there's a tab above that says 'Share your ideas').

You can also share more detail about the two experiences you've had contacting the Mental Health Line/MHAL on your sisters behalf and also more about why on other occasions your sister did not receive the support she expected/needed. You can share this detail through a survey (see the tab above 'Complete a survey').

We've tried to give people a variety of ways to give feedback e.g. a survey, doing a poll, posting ideas. This specific question is trying to understand what language people use and prefer so that the role of the Mental Health Line can be communicated more clearly in the future.

aysha.brown_3408 6 months ago

I think this feed back it too prescriptive. First you say "Let us know what you think" then directly below it, you ask a specifc question?????
I am a sibling of someone who has significant health, psychiatric behavioural and social issues over many years. Her life struggles have had signifcant impact on our family. She is in a terrible living situation right now and falls between the cracks of health, NDIS, Mental Health and Housing. As difficult as it is communicating with her at times, she is still a human being and deserving of basic human rights. There are plently of times when I am overwhelmed by her need for support and I need a professional to step in and take over. Or I just need some advice on how to best support her.
I am a health professional with experience working with Mental health, Drug and alcohol, behaviouraly disturbed, and NDIS clients. I have called the MHAL on two occasions for my sister both with her permission because she had tried to call them and been fobbed off. Both times the MH worker was courteaous and proffesional and they did call her back. However there have been mulitple times when she has called them and not got the support she needs. There is a huge disconnect accross services. Not everyone with MH issues only has MH issues. Many have like my sister have multiple issues. This is a challenge I encounter regularly in my professional role as well. There needs to be more comprehensive care for complex cases accross the different diciplines. A mental health professional who says " your playing with me" to a disabled client expressing suicidal ideation, who lives alone without access to the outside and with limited carers or suport inplace is not doing there Job. There needs to be comprehensive cross discipline care plans for people like this. Thats my say.

mary 6 months ago