What to expect

Asking for help is a sign of strength and remember you are not alone. Every year, more than half a million Victorians experience some form of gambling harm.

At Gambler’s Help Southern our Counsellors support over 1200 people each year to resolve their gambling issues.

When I call what should I expect?

Your call will be answered by one of our qualified Counsellors and our helpline operates between 9am – 5pm, Monday to Friday. This service is free and confidential, local and mobile phone call charges apply.

Our qualified Counsellors will:

Allow you to speak openly and freely
Listen without judgement
Ask some questions to understand your needs

You will be asked questions such as:

Is it your own gambling that is causing harm?
Are you affected by a family member’s or friends gambling?
Your personal history
Current and past risk issues

The Counsellor will make a booking for you to meet with a qualified Counsellor, normally face to face.

Interpreter services are available. Click here for details of how to contact us if you are deaf, or have a hearing or speech impairment.

What happens if I get the answering service?

If we’re unable to answer your call or if you call outside of business hours you will be able to leave a voice message. This is completely confidential and only Gambler’s Help Southern staff can access the message.

If you wish to receive a call back you will be encouraged to leave a brief message including:

Your name
Contact number
Preferred time of call back
A brief message about the reason for your call

We will return your call as soon as possible within 24 hours (weekdays) 48 hours (weekends)

If you’re unable to receive calls from us for any reason, please let us know – we encourage you to call us again.

You can also get the process started online by going to > Book Now on the left side of this page.

If you require immediate help and are having difficulty speaking to us directly, refer to:

Gambler’s Help Line – 1800 858 858 (freecall, 24/7)
Gambling Help Online
Lifeline – Crisis Support – 13 11 14 (freecall, 24/7)

What happens with phone messages?

Your message is confidential. Our voicemail system is only accessed by Gambler’s Help Southern staff.

Our Counsellors are mindful of your privacy. If we need to call you back and someone other than you answers the phone, or if we get your message service, the Counsellor will not say that they are calling from Gambler’s Help Southern.

What to expect after your first call to Gambler’s Help Southern?

After your initial phone call, you will have the option to continue counselling by booking an appointment to meet a qualified Counsellor, usually face to face, at one of our many Bayside, South Eastern Melbourne and Peninsula locations.

You can choose the location that best suits you and where possible your preference of a male or female Counsellor.

How soon can I get an appointment?

Gambler’s Help Southern operates from many locations across the Bayside, South Eastern Melbourne and Peninsula regions. The days and hours of operation at these locations vary, as do the waiting times but usually you can attend within 2-3 weeks.

If you are flexible about your appointment time and/or location your appointment may be sooner. We are here to help and we aim to assist you as soon as possible.

What do I need for the first appointment?

You should allow 1.5 hours for the first appointment (subsequent sessions are usually 1 hour long).

When you arrive for your appointment, please see the reception staff and let them know your name, the Counsellor you will be seeing and your appointment time.

At your first appointment, the Counsellor or Financial Counsellor will also:

provide you with information about your rights and responsibilities when receiving our services.
provide you with information about privacy and protection of your health and financial information
seek your consent to collect and use certain financial and health information in order to provide you with services.

For Financial Counselling appointments, please bring all relevant documents with you, including:

any loan contracts you maybe have for example your mortgage or personal loan

statements of your debts including any household bills like phone or gas and any other bills
any letters from creditors
details of your income like copies of payslips etc. and any social security payments you may receive

Can I get a letter of attendance for personal/sick leave?

Yes. To assist workers with using personal/sick leave from their employer, Gambler’s Help Southern Counsellors can provide you with a “notice of attendance” for appointments.

These notices are on the letterhead of the health service where you attend the appointment (not Gambler’s Help Southern letterhead) and include the name and role of the Gambler’s Help Southern staff member for example Counsellor or Financial Counsellor. Workplace leave entitlements vary, so please check with your employer.

What if I can’t attend an appointment?

We understand that sometimes things come up and you may be unable to make your appointment. If this happens, please let us know as soon as possible. You can contact your Gambler’s Help Southern Counsellor directly to cancel and reschedule an appointment.