On the Line response to McGowan case



On the Line response to McGowan case

On the Line has been in operation as a crisis and telephone counselling line for more than 55 years. In 2002, On the Line transitioned from a volunteer-based service to an exclusively professional service employing only qualified counsellors.

As a professional counselling business, our policies and procedures reflect the ethical principles and guidelines of Counselling and Psychotherapy under the relevant Australian Health Practitioner Regulation Agency (AHPRA) Codes of Conduct and relevant Australian legislation.

In 2012, our pre-call service announcement offered callers the option to decline to have their call recorded. At the time, this was a manual process. Our counsellors deal with high risk and suicidal clients and family violence issues. While it is possible that errors in protocol occur, our counselling team operate under a rigorous clinical governance framework, and are regularly monitored and reviewed, as are our operational practices and processes.

Consistent with relevant legislation, industry best-practice, and maintaining client safety, in 2013 our policies were changed to mandate the recording of all counselling calls to On the Line’s services.

It is not appropriate for On the Line to comment further on a matter that is currently before the courts.



For media enquiries or further information, contact:

Samantha Fredericks, Head of Business Strategy and Innovation

On the Line

T: 03 8371 2800


About On the Line Australia

On the Line is a national provider of some of Australia’s most vital and trusted services including MensLine Australia, Suicide Call Back Service and SuicideLine (Victoria). On the Line counsellors are expert in suicide and trauma-informed practice for anyone affected by suicide, mental health, men’s mental health, family violence (using and experiencing), healthy relationships, chronic health conditions, and substance abuse.

Our 24/7 telephone, web chat and video counselling services are staffed by professional counsellors, psychologists or social workers. All our counsellors are multi-skilled across telephone, web chat and video counselling and highly experienced providing interventions from crisis support to general counselling.

MensLine Australia – 1300 78 99 78

Suicide Call Back Service – 1300 659 467

SuicideLine Victoria – 1300 651 251