Got a question about our services, what to expect at rehab, or something else?
Frequently Asked Questions
From how to change your appointment time to how much rehab costs, you’ll find answers to questions like these and more 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
I want to know about Lives Lived Well and your services
Will you be closed during the holiday period?
Some of our services and locations, including our community programs, main Contact Centre, and the Lives Lived Well Head Office, will be closed from Saturday 23 December 2023 to Monday 1 January 2024. Some of our residential centres and headspace services will be open with reduced operating hours. You are welcome to submit a referral or send us an enquiry during this time, and our team will get back to you after Tuesday 2 January 2024. For 24-7 support, please call Lifeline on 13 11 14.
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.
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.
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.
I want to know about Lives Lived Well residential centres (rehab)
What to expect
Can I use my mobile phone during my stay?
Can my friends or family visit me during my stay?
Can I call my family or friends during my stay?
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
How can I refer one of my clients to you?
You can fill out our Service Provider referral form here.
Are there any exclusions on who I can refer to you?
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.
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.
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, 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.
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. Those currently in custody can also self-refer (or be referred with consent by someone else), immediately on their release to the community.
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. Those currently in custody can also self-refer to one of our services (or be referred with consent by someone else), immediately on their release to the community.
Lives Lived Well recognises Aboriginal and Torres Strait Islander peoples as the original inhabitants of the land now known as Australia and their continuing connection to land, air and sea. We acknowledge the traditional custodians of the lands across which we work and live, and pay our respects to elders, past and present.
Lives Lived Well celebrates diversity and is committed to providing inclusive services and workplaces. Everyone has the right to live well, with dignity and respect. We offer support to all people without judgment or discrimination.
