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Home   /   Contact Us /   FAQs

Got a question about our services, what to expect at rehab, or something else?

From how to change your appointment time to how much rehab costs, you’ll find answers to questions like these and more in our FAQs below.

Can’t see what you’re looking for? Call us on 1300 727 957 or view our other contact options here. You can also try searching our site:

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Questions about our services

Questions about our residential programs (rehab)

Questions for family members and friends

Questions for people working in Corrective Services, law, Government, or social services

Questions about people who are in custody

I want to know about Lives Lived Well and your services

How do I use your services?

You can fill out this form (called a ‘self referral’) here, or call us on 1300 727 957. We have a range of programs and one of our team members will help you find one that suits your needs and location. Your referral will be sent to a local team who will be in touch with you, usually within 48 hours, to progress your referral. A doctor or GP referral is not required for our government-funded programs.

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I’ve contacted you about one of your services, when will I hear back from you?

Once we receive your referral our team will usually be in touch with you by phone/email or text message within two business days.

If you need help now, please call Lifeline on their 24-hour crisis support line on 13 11 14. If it is an emergency, call 000.

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How do I change my appointment time?

The best way to change your appointment time is to text your Lives Lived Well counsellor or support worker directly to their mobile number. If you have misplaced your counsellor or support worker’s mobile number, feel free to call our Contact Team on 1300 727 957 who will pass a message on to your counsellor or support worker for you.

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Are your programs eligible under a Queensland SPER, or a New South Wales Work and Development Order?

Yes, some of our programs are suitable if you’re looking to reduce your State Penalties Enforcement Registry (SPER) debt in Queensland, or a Work and Development Order (WDO) debt in New South Wales.

To start this process, please contact us on 1300 727 957 to request a referral for yourself to engage in our support services. Once we’ve received your referral, and you are engaging in Drug/Alcohol Counselling, your case worker will complete the relevant documentation to reduce your SPER or WDO debt. For more information about SPER in QLD please visit the QLD Government website and for more information about WDO in NSW, visit the NSW Government website.

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Do you offer support for gambling?

Yes, we have a Gambling Intervention Service for people who are already engaged with our alcohol and drug services. We have counsellors based in Brisbane, the Gold Coast, and Mackay; however our team is able to service areas in wider Queensland via telehealth. You can read more here.

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How much do your services cost?

Our services are all free, except for our residential centres which incur a small cost. Our services are available to people in certain areas of Queensland, New South Wales, and South Australia. To find out what services are right for you, contact us on 1300 727 957 or you can send us your question here.

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What's your email address?

You can email questions about our services to [email protected]. If you’d like to send us a referral, please follow these links: to refer yourself, click here. If you’re a service provider and want to refer a client, click here.

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How do I know if I'm eligible for your services?

What services you can use might depend on where you are located, and what kind of support you need. To find out what you’re eligible for, please call our Contact Team on 1300 727 957 or you can fill out a self-referral form here so we can get more information on how we can help you. 

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Who works at Lives Lived Well; what are the credentials and positions of your treatment staff?

Lives Lived Well team members include psychiatrists, social workers, psychologists, peer support workers, registered nurses, general support workers, and case managers. Our Specialist Centre at Burleigh Heads also has a team of GPs, psychologists, and allied health professionals.

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Do you have any online services or courses?

For clients, our programs are currently available in-person or over the phone. If you’d like to know more about future services or courses, you can subscribe to our e-newsletter Well Notes here.

For service providers and other health professionals, we run training services online – you can get more information here.

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I want to know about Lives Lived Well residential centres (rehab)

What to expect

Can I use my mobile phone during my stay?
Mobile phone use is generally restricted in our facilities so that you can focus on your recovery. Mobile phones may be permitted at certain times, depending on the specific program.
Can I call my family or friends during my stay?
Yes, you’ll be allowed to make phone calls during your stay at certain times. Each centre will let you know when you can do this. You can also send and receive letters, and your loved ones will be able to leave phone messages for you with reception. Wifi may be limited at some centres, so ensure you have enough mobile phone data and call credits.

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Can my friends or family visit me during my stay?
Yes, your loved ones will be able to visit you during visiting hours. Each centre will let you know about their visiting times.

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What are the visiting hours?

Visiting hours vary depending on where you’re staying. We encourage family members to visit loved ones who are staying in our residential rehabilitation centres. More information about visiting hours can be provided by the Intake Team during the Intake Stage of the residential rehabilitation process.

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When I’m in your centres, can I come and go?

There is usually a set schedule for you while you’re in our centres, with the majority of activities taking place at the property. In some cases, you may be able to briefly leave for an activity or an appointment. This will be dependent on where you’re staying and what stage of the program you’re at. Our team will discuss this with you when you arrive.

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Can I attend any Lives Lived Well residential services if I am in a wheelchair or have a disability?

Some of our residential centres have stairs. If you need ramp access or have another mobility issue, please let one of our team members know before you are booked into a centre.

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Can I smoke or vape while I’m in your centres?

No, our residential programs have strict no-smoking policies. You may be able to use something to help you with this, like nicotine patches, lozenges or inhalers. 13 QUIT has information on how you can organise quit-smoking aids like this before you arrive. Talk with our team about bringing your nicotine replacement options with you.

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Where will I be staying, and what does it look like?

We have twelve residential centres across QLD and NSW, and where you stay will depend on your location and what kind of rehabilitation service you need. All of our centres have comfortable accommodation rooms, shared areas for group work and for free time, on-site kitchens, and large garden areas. You can view more information about all of our centres here.

You’ll find out which centre you’ll be staying at after you’ve spoken with our team. You can start this process now by calling us on 1300 727 957.

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What will a typical day look like, during my stay?

Our residential centres each have a daily schedule to help you focus on your personal and community goals.

There are a few different activities each day so that you can get the most out of your program. A typical day might include a group meeting, a one-on-one therapy session, a relaxation or creative activity, some time for exercise, and some time to help with tasks around the centre. Other activities could include something social, helping with cooking, free time, or a visit from friends and family.

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Do I have access to any medical staff during my stay?

Yes, our residents can access a GP during their stay. We can also help you access other services like dentists and optometrists.

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What’s the minimum age for attending your residential rehabilitation centres?

We run a residential centre in Coffs Harbour for young people from the age of 12. You can find more information about it here but please note you cannot self-refer to this service. For all of our other residential centres, the minimum age is 18. You can view all of our residential centres here.

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Applying for a stay with us

I’ve applied to stay, how long do I have to wait to hear back?

After your Lives Lived Well counsellor or support worker has confirmed that a residential program will be suitable for you, they will suggest a possible admission date. Your counsellor or support worker will then confirm this date with you at your next meeting together.

How much does it cost?

On arrival, you will need to pay an admission fee. If you’re currently receiving a Centrelink benefit, this admission fee is $680. This covers the first two weeks of your stay with us, and is non-refundable.

After this, 85% of your main Centrelink benefit will then be charged fortnightly.

If you are not on Centrelink, you can pay for your stay yourself at the full program fee of $2090, which you’ll need to pay on arrival.

Should I apply for more than one service/centre, in case I get in to one faster than the other?

One of our team members will discuss which service or centre may be best for you, depending on your location and what kind of help you need.

What’s the waiting period?

The waiting period can vary, and depends on bed availability at the residential rehab centre you’ll be attending. Once you’ve completed an assessment with a residential Pre and Post intake officer, negotiated on a safe detox option, and provided all the required documents, you’ll be advised of an admission date as soon as possible, and emailed an offer of admission.

After you receive your offer of admission, it’s important to keep connecting with your intake officer regularly, so that your admission isn’t delayed. Our residential centres usually have a wait time from two to eight weeks.

Getting ready for your stay with us

Do I need to be vaccinated to go to a Lives Lived Well centre?

All adults staying at one of our residential centres need a recent flu shot. Any children who are attending our family residential centres must be up to date with their childhood vaccinations, in order to attend local childcare centres or schools.

Can I stay at one of your centres if I’m on Opioid Replacement Therapy (ORT)?

You may be able to continue with your prescription ORT at one of our centres. You can ask us about this once we’ve confirmed which centre you’ll be going to.

What should I pack?

For all of our centres, you will need to pack your clothes, a sunsafe hat, enclosed shoes, prescription medications, and any toiletries (make sure they’re new and unopened). You may need to pack your own linen and basic coffee/tea making supplies, depending on where you’ll be staying. We’ll confirm this with you closer to your arrival.

Be prepared for our team to check your bags and belongings when you arrive for your safety and that of the community.

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Do I need to be sober, or have gone through withdrawal before coming to stay?

We have three live-in withdrawal residential centres (in Rockhampton, Wollongong, and Orange), as well as general residential rehabilitation centres. Our general residential centres are not withdrawal facilities, and that’s why we ask that when you arrive for your stay at these centres, you’re drug-free (other than prescription medications) and alcohol-free.

We also run separate day withdrawal programs; you can get information about them here.

I have a family member or friend who I want to help

How do I get my family member or friend support with drugs or alcohol, or with mental health problems?

If you’re concerned about a loved one and would like to help them get support, you can share our contact details with them. They can call us on 1300 727 957, or they can fill out an online form here.

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How do I refer my partner, child, or someone else to Lives Lived Well?

Get them to call us on 1300 727 957, or you can help them fill out an online request form here. You don’t need a doctor to submit this form.

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I want to know if my partner, child, or someone else has been coming to Lives Lived Well sessions.

We can only talk to you about your loved one’s treatment if they’ve given us authorisation beforehand.

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I work in the legal field, or a Corrective Services, Government, or social service department

How can I confirm my client is engaging with Lives Lived Well services?

Any requests for information need to be in writing. If you have the contact details of your local Lives Lived Well team, please direct your enquiry in writing to them. Alternatively, please email [email protected] with your written request, including a signed consent form. 

As we receive numerous enquiries daily, please give as much notice as possible for these types of information requests.

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How can I refer one of my clients to you?
Are there any exclusions on who I can refer to you?
For service providers and other health professionals: a client may be excluded from our services if they’ve been convicted of serious charges such as arson, sexual convictions, manslaughter/murder and serious assault within the past five years; or, where a client has a history of violence, assault, or property damage.

The decision to include or exclude these clients is made after our Clinical Services team reviews the assessment information and other considerations.

If a decision is made not to accept the client, we will provide a rationale for them not being accepted into the nominated program, and we’ll suggest alternative external support options. We’re available to discuss this with the client, if required.

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I’ve submitted a referral for my client but I haven’t heard back from you, what’s next?

We aim to respond to all referrals within two business days. Please let us know that you’re awaiting a response and we will follow-up with the relevant team.

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Do you offer any training services for clinicians or health professionals?

We run Gambling Screening Training for clinicians and counsellors who want to know more about how to screen for problem gambling. You can view more information and register for an upcoming session here.

We also offer Drug and Alcohol First Aid Training for people working or volunteering in the community services and primary prevention health sectors. More information about this training, and upcoming sessions, is here.

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I know someone currently in custody or subject to a community corrections order

How can I get my partner, or family member, straight to your residential centre on bail?

We can, in some cases (with the assistance of Community Re-entry Support Teams – CREST), assess clients who are in custody to see if they’re able to go straight to our one of our residential centres after release. This may be possible in cases where they are fully sentenced and applying for parole.

In Queensland, these applications are facilitated by re-entry service providers who work in the Correctional Centre, such as CREST providers or the MERIT service. Lives Lived Well delivers CREST services in the Capricornia and Lotus Glen Correctional Centres, and there are similar services in all other prisons.

You can advise your loved one to reach out to the re-entry service provider in their Correctional Centre, so that they can find out what services they are eligible for. However, please note that our residential services cannot be nominated as a bail address. If your loved one is applying for bail, they will need to nominate another address for their release.

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Why can’t I make a referral for someone I know who’s currently in custody?

At Lives Lived Well we are committed to supporting clients re-entering the community after a custodial sentence. When we receive a referral, we need current contact details for the referred person, so we can communicate with them directly and ensure they’re connected to the best program to meet their needs. Because of the barriers that exist for service providers trying to connect directly to those still incarcerated, we’re unable to meaningfully action a referral for someone who is currently in custody.

However, in Queensland, those in custody seeking information about services available to them post-release, should connect with the re-entry services provider in their Correctional Centre (such as CREST or MERIT). Lives Lived Well delivers CREST services in the Capricornia and Lotus Glen Correctional Centres, and similar programs are available in all other prisons. 

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One of my clients is currently incarcerated or in custody, how do I refer them to one of your counselling or rehabilitation services?

At Lives Lived Well we are committed to supporting those re-entering community after a custodial sentence. In Queensland, those in custody seeking information about services available to them post-release, should connect with the re-entry services provider in their Correctional Centre (such as CREST or MERIT). Lives Lived Well delivers CREST services in the Capricornia and Lotus Glen Correctional Centres, and similar programs are available in all other prisons. 

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