Our Role

The Helpline provides information, support and referrals relating to the abuse of older people in NSW. Our service is free and confidential, and callers can remain anonymous. At the Helpline, we put the safety of the older person first. Call 1800 628 221. Anyone can make the call.

When you call, you will speak with a person who will help you:

  • Identify what the older person really wants to achieve
  • Develop a support and action plan (including referral options)
  • Explore all possibilities
  • Empower the older person or advocate for the older person
  • Understand the rights of the older person and demystify some of the options (e.g. AVOs, Behavioural Management Orders, Community Treatment Orders, Powers of Attorney, Legal Support Services, and the Guardianship Division of the NSW Civil and Administrative Tribunal (NCAT))

If you, your patient or client require an interpreter, first call 131 450 (Translating and Interpreting Service) and tell the operator your preferred language.

What the Helpline CAN do for you

  • We offer a free, statewide helpline service
  • We can provide training and information for professionals, service providers and community groups
  • The Helpline can make referrals to NSW agencies that may be able to offer specific assistance catering to the particular needs of your call

What the Helpline CANNOT do for you

  • Investigate specific instances of abuse
  • Provide direct legal advice regarding circumstances specific to your call
  • Meet with you, your patient or client face-to-face
  • For instances of abuse relating to permanent residents in residential aged care facilities or the recipient of home-care packages, (this could also be complaints made by a third party who has concerns about the care being provided to someone they know), please call the Aged Care Quality & Safety Commission on 1800 951 822 or via the online complaints form: https://www.agedcarequality.gov.au/making-complaintlodge-complaint/online-complaints-form