Request a callback

At the time of your booking, a Griefline-trained telephone support volunteer will phone the telephone number you provided. 

During the support call you may choose to share your experience or challenges, openly express your emotions, learn healthy coping strategies.  

Griefline’s skilled and compassionate telephone support volunteers are trained to listen and hold space for you and share information and resources if that is what you need or request.

The support you receive on the helpline and during a callback will be the same. The volunteers answering helpline calls and making callback are all trained and skilled in supporting grief, loss and loneliness. 

The callback service is available Monday to Friday. 

The national helpline service is available 7 days a week, 8am – 8pm (AEDT/AEST) 

The volunteers answering the helpline will not be aware of the reason you are calling until you mention it on the call. 

For the request a callback service, this information is shared at the time of making a booking. This helps the volunteer prepare and enables you to start sharing your story straight away. 

A callback is helpful when you may be anticipating an event that will trigger feelings of grief, you are feeling overwhelmed or you are looking for resources to help you cope. 

Counselling involves multiple 50 minute sessions with the same formally qualified counsellor.   

Callback support calls are for 20 to 30-minutes.

Talking about your grief and allowing your emotions to be expressed can be tiring. Limiting support call bookings to 20 mins helps to conserve your energy and that of our volunteers. 

You can book another call if you are looking for further grief support. 

If you are a resident of NSW, you are able to access free counselling sessions through the Integrating Grief Program, funded by the NSW Ministry of Health. 

Yes. All calls are recorded for the purpose of supervision and training. 

Recordings are stored securely and accessible only by authorised staff. 

The Griefline phone number 03 9935 7400 will be displayed when we call. 

If there is no answer, the volunteer will try again five (5) minutes later. If there is no answer on the second attempt, you will need to schedule another grief support call. 

Your contact details (name, email address, phone number) are only used for the purposes of confirming and making the grief support call.  

State and reason for booking a support call are only used for planning and reporting purposes. 

You can read more about Griefline’s privacy policy here 

While callbacks are intended to be a one-off support call to help you find coping strategies, and to recognise the strength you have within to face your grief, you are welcome to book in another call or calls if you feel you need it. 

However, to ensure fair access for all users and to maintain the quality of support, we have instituted an ‘overuse of service’ clause. This clause defines ‘overuse’ as seven or more interactions with our services within a one-week period. For more information, click here to access the Griefline Services Frequently Asked Questions (FAQs).

You can request an interpreter when requesting a callback.

Interpreting is provided free of charge from the Translation and Interpreting Service (TIS). Support calls with an interpreter are allocated 30 minutes.