Terms of Service

Eligibility for Service

To access Warekila Adult Mental Health Service you will need to be:

  • A current client of Parramatta Mission Warekila Adult Mental Health Service residing within Sydney North Primary Health Network (Northern Sydney and Northern Beaches area).
  • Be aged 18 years and over.

Please note that the service is available during the following hours:

  • Monday to Thursday: 8pm to 9am
  • Friday to Monday: 8pm to 9am

The Warekila Adult Mental Health Service is operated by On the Line Australia, Australia’s leading telephone and online social health counselling business. For more information about On the Line, please click here.

Please note, the Warekila Adult Mental Health Service is not a crisis service. If you need to contact someone urgently, please call the Warekila Adult Mental Health Service after-hours service on 1300 032 307 and choose option 2.

If your situation is life-threatening, please call Triple Zero 000 to access emergency services.

Privacy and Security

On the Line maintains confidentiality of all client telephone and online counselling services, except under specific circumstances where we are mandated to disclose information:

  • It is evident that you, an identifiable third party (another person) or the general public may be at imminent or immediate risk of serious harm or injury;
  • It is revealed that a criminal act under the Commonwealth or State law has been committed; and
  • We have a legal obligation to disclose information, such as a court order.

To read On the Line’s privacy statement in full, please click here.

On the Line complies with Privacy Law relating to the management of personal information. On the Line protects personal information during transmission by using Secure Socket Layer (SSL) encryption. All data is stored on a secure server. Despite these safeguards, the internet is not a completely secure or private environment and, while unlikely, it is possible for online security to be breached. For further information about protecting yourself online, please see the Stay Smart Online website.

Technical issues

On the Line is not able to answer technical or IT questions. On the Line cannot guarantee that the technology used to deliver online counselling will always be available, function as intended or operate without interruption. In the event of a technical failure, the counsellor will work with you to try and maintain the continuity of the video chat counselling session as much as possible given the limitations.

In order to access On the Line video chat counselling, you will need to be a registered Skype™ user and have access to a webcam. More information about Skype™ can be found on the Skype website.

Use of Electronic Communications

You must not forward email messages or other electronic communications from On the Line online counselling service and/or its counsellors to other persons, except in situations where this has been agreed in advance by On the Line, and is done with written permission. You may not use advice or information provided by On the Line out of context, or pass on the advice to another person or organisation.

Prohibition against recording video counselling sessions

The video counselling session is for the benefit of the registered user only. You must not record the video counselling session, copy it, distribute it or make any part of it available to any to other person.

Important notice

Online counselling is only one form of counselling and may not be appropriate for all people. You should consider other options which might suit your personal needs, such as face to face or telephone counselling.

You may consider options other than online counselling if:

  • You are at risk of self-harm
  • You may be at risk of harm from another if the details of the counselling conversation became known
  • You have a diagnosed mental health issue
  • You do not feel comfortable using written words to express yourself.

Any decisions you make and any action you take as a consequence of your online counselling session is at your own risk and is your responsibility.

On the Line does not accept any liability or responsibility for any loss, damage, and/or injury suffered, nor for any action or inaction taken by you.


If your counsellor identifies concerns that you are at risk of harming yourself or others, they or another On the Line counsellor will speak with you about this. In most circumstances, On the Line will follow the process below:

  • Request details such as your location and telephone number so that a counsellor may provide support and/or practical assistance.
  • On the Line may also utilise the contact collated once an online counselling session has started to call you to provide this support (IP address and name)
  • If On the Line is unable to contact you via phone, the counsellor will continue to work with you online and attempt to obtain as much relevant information as possible. They will work with you to help keep you safe, and provide referrals to face-to face and local services.

If you chose not to provide On the Line with information, we may be unable to follow up in the event of an emergency, and will be limited in the amount of practical assistance we can provide.

In the event that your safety cannot be assured, On the Line may choose to alert local emergency services in efforts to protect your safety or the safety of others.

Please note that if you attempt to harm yourself during the course of your video counselling session, your counsellor will terminate the session and contact emergency services.

Compliments, complaints and feedback

If you wish to give a compliment, make a complaint or comment about On the Line’s online counselling, please email: feedback@ontheline.org.au