Frequently Asked Questions

What is Parent Line?

Parent Line is a free telephone counselling and support service for parents and carers with children aged 0 to 18 who live in NSW.

How to contact us

Call us on 1300 1300 52. You could also contact using our online form and we’ll reply within the next business day. You can also message us on Facebook @parentlinenewsouthwales

How much does it cost?

Our counselling service is free, other than the cost of the call.

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. You can call us and leave a message, or send us an email and we’ll get back to you as soon as we can. We prefer a landline, but we can also call mobiles.

What if I can’t get through?

If you call us when our counsellors are busy on other calls you will have two options. You can either wait on hold until a counsellor is available, or leave a message with your phone number and we will call you back. If you choose to wait on hold we will get to you as soon as possible, however it can take some time during busy periods.

What if I’m busy when the counsellor calls back?

If you are not available when we call back we will try to leave a message. If you are concerned about privacy, please leave a number that will only reach you, or let us know the best times to contact you. If we are unable to leave a message we will try calling you up to three times.

Who can call?

Anyone who is raising a child or who has questions about parenting can call us. We take calls from parents and carers, step-parents, grandparents, aunts, uncles and extended family. We also provide information to professionals such as teachers and childcare workers.

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 within families and will support you with strategies to improve your relationships so that children are raised to be happy, confident and resilient.

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.

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 if I’m hearing impaired?

If you’re hearing impaired, you can call Parent Line using the National Relay Service.

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 Child Protection Helpline. 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 record basic statistical information from each call and sometimes the counsellor may make notes during a call. We don’t ask for or keep any identifying information 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.

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 Communities and Justice. 

Who runs Parent Line?

Parent Line is proudly managed and operated by CatholicCare Sydney.

Are the counsellors volunteers?

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

Contact Us

Parent Line is open from 9am to 9pm Monday to Friday and 4pm to 9pm on Saturday and Sunday.

We are closed on public holidays.

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Parent Line is funded by the NSW Government through The Department of Communities and Justice. Parent Line is proudly managed by CatholicCare.

Parent Line acknowledges the Australian Aboriginal and Torres Strait Islander peoples as the first inhabitants of the nation and the traditional custodians of the lands where we live, learn and work.