FAQs

Watch this short video to get an idea of what it’s like to come to an appointment:

What are my Rights and Responsibilities?

At Relationships Australia South Australia Gambling Help Services we are committed to the maintenance of high quality services. To achieve this we implement the following principles:

Respect

You have a right to consideration and respect regardless of gender, age, sexual preference, race, religion, political belief, socio-economic status or disability.

Safety

Our offices are a safe place. You have the right to feel safe at all times.

Choice

We will promote your right to make an informed choice by providing clear and accurate information about our services.

Confidentiality

Your records will be treated with the utmost confidentiality within legal limitations. Confidentiality will only be waived when matters of a serious or criminal nature arise. Please talk to us about any limits to your confidentiality.

Agency expertise

You will receive services from this agency of a high standard provided by skilled staff. All services are evaluated on a regular basis to ensure efficiency, effectiveness and appropriateness.

Individual requirements

We are committed to providing quality services to all people and understand that sometimes there are barriers that may prevent people from accessing community services. If you have any difficulty in accessing our services, please speak to us about how we can help. For example, we can arrange for a cultural assistant, or accredited language or hearing interpreter to assist you if necessary.

Your rights

When you use Relationships Australia South Australia Gambling Help Services you will be treated with respect, and receive the best quality services at all times.

This means that:

  • you will be listened to and taken seriously
  • you will be given full information about the service you are interested in
  • you will be spoken to in a clear and respectful manner
  • you will be encouraged to express your opinion about our services as this assists us to ensure that we meet the needs of our customers

We value your feedback
Relationships Australia South Australia Gambling Help Services is very proud of the excellent service it provides to the community. Client feedback is an important part of maintaining our service delivery standards. If you have any feedback about any of our services or staff, you can provide this by; filling in a feedback form, phoning us directly, or sending us a letter outlining your feedback. More details on our Contact Us page.

What happens when I ring your office?

A gambling counsellor will have a first chat with you about your difficulties and if you wish, make an appointment. If no counsellor is available, a message will be taken and your call returned by a counsellor, usually by the end of the day.

Do I have to tell you who I am or can I remain anonymous?

You don’t have to tell us your name if you don’t want to. You may remain anonymous if you wish. We offer a private and confidential service so any personal information you provide us, such as your name or the names of your family members, your address, your phone no, remains confidential. We do not pass this information or any other information about you or your attendance to our service, to anyone without your permission or unless we have some legal reason to do so.

When you come to our service, we ask you to complete some forms for our record keeping. We also forward some statistical information to the Office for Problem Gambling, who funds this service. This information does not identify you nor include any personal information about you except your date of birth and postcode. If providing any of this information is uncomfortable for you then let us know.

What does confidential mean?

We offer a confidential service, which in most cases means that everything you tell us will remain private. Our staff are required to abide by the Privacy Act and this ensures your privacy. There are a few circumstances that apply to all gambling help services that require reporting. These are:

  • if our practitioners are concerned for your safety or the safety of someone close to you
  • if there are serious concerns about the safety of children in the event our files
  • staff are subpoenaed by the criminal or the youth courts, or another statutory authority in relation to you.

If you have any concerns about any of these exceptions or would like more information about confidentiality, please contact us.

How long will it take to get an appointment?

Usually within a few days and no longer than 2 weeks.

What if you don't have an office near my home?

Most people are able to get to one of our locations or outreach centres. If this is too difficult, by arrangement we can meet at your home, in a community centre or speak on the telephone.

You can also access help via telephone or online. If you live in another area there are other service providers who can help you with gambling counselling and gambling addiction treatment.

Call the Gambling Helpline on 1800 934 196 to find a service near you.

What if I can't come during the day?

Ask us about after hours appointments, we provide them in most regions.

How long are the appointments?

Appointments are normally 1 hour long. This can vary. You can discuss your needs and preferences with your counsellor.

What will it cost?

Nothing. Our service is free.

Cultural and Linguistically Diverse (CALD) Gambling Help Services

Click HERE to make an appointment or call us now on 08 8245 8100 (9am – 5pm Mon to Fri and out-of-hours please leave a message).

Multicultural Services for Gambling Help

Cambodian Service for Gambling Help