Be very carefulI used to call and would speak with some phenomenal individuals. Never had any issues, and was even commended by them for how well I would be handling what ever distress I was experiencing. However, Lifeline has recently updated their policies as of August 2024 (was unaware). What does this mean? When I phoned this morning (distressed) I had phoned in transit (not at home). It was taking a while to get through (understandable). I was already in a heightened state, so I placed the phone hands free then started driving home. I accidentally drove in to a tunnel. By the time a crises supporter answered I was even more anxious. She laughed at me when I told her what had happened (without even having gone in to why I had originally called), then asked me to pull over in a tunnel (there is no where to stop) or to simply call back. I got upset driving now in a tunnel and being asked to call back (let alone laughed at) I told her the wait times to call are so long, I don't want to call back and I am distressed now, she hung up. When she hung up a new automated response played 'This is a misuse of the service which is against the law, your details may be forwarded to local authorities including the police.' This absolutely made my anxiety sky rocket. I did not stop shaking or feeling physically ill after that. I waited to call back, when calmer to debrief later on in the day. I was not responded to the second time but got through on the third. I voiced my concern to the person who took my call about the incident. The person proceeded to judge me, he assumed I had used my phone when driving even though I clarified I hadn't. Then, when I voiced my concerns about the new automation and how anxiety inducing it was, (as there is no way until if and when authorities contact you to know if that person has forwarded your details to them) he hung up and the same automation played.I decided to look up their policy. You can no longer phone more than once. They now must be tracking calls so if you call more than 5 times (which I had despite only being answered twice) It is noted on their system. That in itself can be deemed an abuse of their policy. They will not take responsibility on their end. If they don't like what you are saying regardless if you are distressed and disagree and especially if you show emotion they can accuse you of being abusive, they can hang up and you will now be threatened through this automation. They can accuse you of illegally calling and you may be contacted by the police.I have made a complaint to lifeline and was never contacted back in regards to how I was treated.Don't bother calling Lifeline. Save yourself the trouble and call another free suicide prevention service like Beyond Blue.
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