You can give us a call on 1800 33 4673 (1800 ED HOPE), send us an email or connect with us on webchat.

There are times when the Helpline experiences a high demand which can result in a longer wait time.

You have the option to hold your place in the queue for a call-back (you need to provide your phone number). This will keep your place in the queue and a counsellor will return your call as soon as possible. Alternatively, you can stay on hold and the next available counsellor will answer your call. Please know that the Helpline’s opening hours are from 8am to midnight (AEST/AEDT). If you have requested a call back towards the end of our operating hours and we have not been able to return your call, we will try to return your call as soon as practical the next day from 8am (AEST/ADET).

You are also welcome to send us an email if you don’t wish to wait and a counsellor will respond back to you by email.

For webchat, remain online with your browser open. A Counsellor will join the chat as soon as possible. If we are experiencing a high demand, the webchat will disconnect after 60 minutes. Please feel free to call or send us an email if this occurs.

Anyone in Australia experiencing a body image issue, disordered eating or an eating disorder, their carers, family and friends, along with professionals such as psychologists, GPs, employers and teachers to name a few.

A telephone translation and interpreting service is available.
You can access the service by calling 131 450. Please ask to be connected with Butterfly Foundation.
A Butterfly counsellor can also arrange an interpreter when you call us.
The Translation and Interpreting Service provides more information.

Whether you are concerned about yourself or someone that you know or support, we can help you with support, information, in the moment counselling, referral guidance, and/or resources. We can also provide guidance navigating our National Referral Database. If you’re not sure exactly what you need, you are welcome to connect with us and we will guide you on how you can use our service.

We also have a range of other services including recovery support and carer support.

OUR SERVICES

You will speak with a caring and professionally-trained counsellor with experience supporting people impacted by disordered eating, eating disorders or body image concerns. Our team includes registered and provisional psychologists, counsellors, therapists and social workers.

Given the nature of our service and the availability of counsellors, it is not possible to request to speak with a particular counsellor. We aim to give evidence based support, guidance and information, and so all our counsellors have relevant training and an understanding of eating and body image concerns.

You can give us a call, email or connect over webchat for support with:
• information
• in the moment counselling
• referral guidance regarding health professionals and services with experience supporting people with eating disorders and body image concerns
• helpful resources
• free online support groups
• support programs

Your conversation with us is confidential. We do not share your information to anyone outside of Butterfly except if we are legally required to do so, or if you or someone you know may be in immediate danger or at serious risk of harm. In this case a counsellor may need to take steps to help keep you and others save. On occasion we may need to share information within the Butterfly Clinical Support Services team to provide you with an effective service – any information shared is strictly on a needs to know basis.

Your privacy is important to us. We collect and store your information only where necessary and relevant so we can provide you with our services and, subject to your permission, conduct research. Our system will automatically store your phone number if you call us (unless you call from a private number) or your IP address if you connect to webchat.

If you contact us more than once, the counsellor may review your previous records. This can help us provide you with a better service. For more information please read our Privacy Policy.

You can choose to be anonymous when using our service by not sharing your name or by using a pseudonym, or another name. Please note that any information you provide will be stored and may be linked to any future interactions with us.

There are some limits around the frequency and length of conversations that we can provide, as we support the community around Australia. On most occasions our Counsellor will spend around 30 minutes with you during each call or webchat. On occasion we may need to spend less time, for example during times of high demand for our service.

Butterfly asks questions about your age, gender, LGBTIQA+ identity, if you identify as an Aboriginal and/or Torres Strait Islander person and if you have a culturally or linguistically diverse background. Asking people about these key demographic questions helps us:

• better understand how various community groups access the Helpline
• know if we are receiving contacts from vulnerable groups in the community
• make decisions regarding how to best increase access to the Helpline for vulnerable groups, tailor our support and language to your personal circumstances, and ensure we are providing culturally safe services
• bridge gaps in knowledge and equity of access in the healthcare sector for vulnerable groups

You can choose not to share this information with us.

We recognise body image and eating disorders are complex and understand that it may be helpful for you to contact our service more than once for support or guidance. There are some limits around the frequency and length of conversations that we can provide. If at any point we think that further contact is not helpful for your or not within the scope our Helpline service, we will discuss this with you and provide other options that may be more suitable.

Our team of counsellors with specialised training in eating disorders and body image concerns, can provide evidence-based information, referral guidance, resources and best-practice recommendations. For instance, you may be a teacher wanting information on how to best support a student, or a therapist wanting more information on eating disorder treatment best practice.

You might also like to apply to be included on our Referral Database of vetted healthcare professionals with experience supporting people with eating disorders and body image concerns.

Please complete the form on our ‘Feedback’ page to send us your feedback, compliments or complaints.

When you call the Helpline phone number, you will hear an automated message giving you some information about the service and confidentiality. Your call will then by answered by the next available counsellor. If we don’t answer your call straight away, it is because our counsellors are supporting other people who have also reached out to the Helpline. You can remain on hold or you can request a call back and keep your place in the queue. If you request a callback, you will need to provide a phone number for our counsellors to call you back on. The next available counsellor will then call you back on the number you have provided when it is up to your position in the queue.

When you join a webchat, you will see an automated message giving you some information about the service and confidentiality, and other messages with helpful links. Please stay online with your browser open so that you see when the Counsellor has joined the chat. The chat will disconnect if we have not been able to answer it within 60 minutes. You are welcome to try calling if this occurs.

Our counsellors are experienced in supporting people impacted by disordered eating, eating disorders and body image concerns, and genuinely care about your needs.
If you don’t know what to say or where to start, that’s OK. Many people feel emotional, confused and a bit nervous. Our counsellors are here to help. You can share as much or as little as you like. On most occasions our Counsellor will spend around 30 minutes with you during the call or webchat.

Butterfly Helpline can only provide services to people in Australia. If you are currently living or travelling outside of Australia, we encourage you to seek support from a service located near you. Some options include:

UK – https://www.beateatingdisorders.org.uk/
Ireland – https://www.bodywhys.ie/
USA – https://www.nationaleatingdisorders.org/
Canada – http://nedic.ca/
New Zealand – https://www.ed.org.nz/

Butterfly Helpline Product Information

More information about Butterfly Foundation’s National Helpline, for service users and their supporters seeking to use the service. This document aims to help you choose digital mental health services that meet your needs.

You may request access to your personal information collected by us, and ask that we correct that personal information. You can ask for access or correction by contacting us and we will usually respond within 30 days.

By email: privacy@butterfly.org.au

By post: Att: Privacy Officer, Butterfly Foundation,103 Alexander Street, Crows Nest NSW 2065

We may require you to verify your identity before we can assist you.

The Helpline policy is for callers to not record the call to maintain your confidentiality, privacy for you and our team, and ensure alignment with Australian legislation regarding consent to be recorded. You can request to access or correct the personal information collected by us.

We record calls for training and quality purposes. Please inform the counsellor if you do not wish to be recorded.