Call ParentLine NSW
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Frequently asked questions

What is Parent Line?
How to contact us
How much does it cost?
What if I can't afford to call?
Who can call?
What if I need an interpreter?
What can I talk about?
Is it confidential?
What happens to my information?
Can I make an appointment?
Can I call back?
Are the calls recorded?
Who funds Parent Line?
Who runs Parent Line?
Are the counsellors volunteers?



What is Parent Line?

Parent Line is a telephone help line for parents and carers of children aged 0-18 years in the state of NSW, Australia. We provide support, information, referral and counselling.

How to contact us

Call us on 1300 1300 52. For general enquiries, job applications or other non-counselling enquiries, you send us an email at info@parentline.org.au.

How much does it cost?

Our service is free to use. A call to our 1300 1300 52 number is the cost of a local call from any landline in NSW. Calls from mobiles are charged at the rate set by your provider.

What if I can't afford to call?

We can call you back. We prefer a landline as this costs us less, but we can also call mobiles. Alternatively you may choose to use our online counselling service or you can send us an email at info@parentline.org.au

Who can call?

Anyone who is raising a child or who has questions about parenting. We take calls from parents and carers, step-parents, grandparents, aunts, uncles and extended family. We also provide information to professionals and other services.

What if I need an interpreter?

If you need to use an interpreter we can arrange assistance through the Translating and Interpreting Service. Just call us on 1300 1300 52, give us a few details and we'll take care of the rest.

What can I talk about?

You can talk about almost anything related to parenting or raising a child. We can help with behaviour management, family relationships, children's development and much more. We can't give medical or legal advice. Our counsellors will assist you to access any services or information that may be of use to your family situation.
We strongly believe in the power of positive and healthy relationships between parents and carers.

Is it confidential?

All calls are confidential and private, unless we have concerns about your safety or someone else's safety. If we have concerns about a child's safety we may make a report to the Department of Community Services. If we have concerns about your safety we may call the police or an ambulance. The counsellor will discuss this with you first whenever possible.

We ask all callers for basic statistical information including a postcode or suburb, and how you heard about our service. The counsellor will also ask you questions about your situation to make sure they are able to give you relevant advice.

What happens to my information?

We don't ask for or keep any identifying information, case notes or client files unless there is a risk of harm to you or someone that you talk to us about, including a child.

We keep statistics on all calls, including caller location, call times, your cultural or ethnic background, the age of any children you talk to us about, general topics that are discussed in the call, how you heard about us and what information or service we provide during the call.

Can I make an appointment?

No. We don't have set appointments for counselling. However if you request a callback you can ask us to call within a certain period (e.g. "after 3pm") and we will do our best to call you in that timeframe. 

Can I call back?

Yes. You can call Parent Line more than once, although you may not get the same counsellor each time.

Are the calls recorded?

Sometimes.  We occasionally record calls so that a supervisor can listen. This helps us ensure that we continue to provide a quality service. Most calls are not recorded. If you don't want your call recorded, you can simply speak to the counsellor at the beginning of the call.

Who funds Parent Line?

Parent Line is funded by the NSW Department of Community Services and NSW Department of Ageing, Disability and Home Care. 

Who runs Parent Line?

Parent Line is a program of CatholicCare Sydney.

Are the counsellors volunteers?

No. Our counsellors are all paid, qualified, experienced professionals.