Phone Line & SMS

Do staff need an account to call the support line?

Yes.

• The support line number is only available inside the Foremind platform.
• When a staff member calls, we verify whether they have an account.
• If they do not have one, they will be guided to create a profile and log in before they can access support.

What is the wait time for the 1800 support number? Is it available 24/7?

• Availability: The support line is available 24/7.
• Cost: There is no charge for calling the number.
• Purpose: This number is for urgent platform or session-related issues only (e.g., “My counsellor didn’t show”).
• Not for: General booking or scheduling enquiries.

How it works:

• During business hours, our reception service answers the call, takes the message, and transfers it to our Counselling Team Lead, or someone in the clinical team. 
• Whether transferred or not, a message is always recorded and emailed to clinical team. 
• If someone from the clinical team isn't available or it’s outside business hours, they will return the call as soon as possible.

Does the EAP provide immediate assistance or crisis support?

No.

• Our service does not provide 24/7 clinical coverage or crisis intervention.
• There is no triaging or immediate counselling provided via this support line.

If there is a safety concern or crisis, please contact:

• Lifeline – 13 11 14
• Emergency Services – 000