SANE’s improved Support Line experience! 📞

[SANE-Admin]

📢 Exciting News! 📢

We're excited to introduce SANE’s improved Support Line experience! 📞 

From today, when you call 1800 187 263, you'll find tailored options designed to connect you with the right level of support.

You’ll have the option to:

Press 1️ for general questions about SANE services, information and resources. 

OR 

Press 2️ for dedicated mental health support.

We've made these changes to better serve our community and meet the increasing demand for our services. As with any new advancement, minor adjustments might be needed along the way, and we truly appreciate your understanding as we fine-tune this new experience.

If you would like to provide feedback about this change, you can do so here.

[Andarna]

I tried on the 20th May after asking one of you your other staff question about the survey he transferred my from #1 general enquires line to #2 support line when I became upset and overwhelmed. I didn't get through, I was on hold for an hour before the line hung up (assuming because it was 3pmAWST by then). You did call straight back on a mobile line but it was completely silent to hold music or answer confirmation and they hung up, so I called the mobile line back #2 and was on hold for 45min before I gave up.

[tyme]

Hey @Andarna ,

I'm so sorry this happened tonight. I recognise how upsetting it was for you.

Would you consider putting in feedback so SANE can look into it? https://www.sane.org/about-sane/policies/feedback-and-complaints-policy

Once again, we apologise for the distress it has caused.

We are here on the forums if you need a chat.

[Andarna]

Thanks @tyme 

I did do a formal one, I'm ok it was just all really bad timing for me. 

I expressed that I mainly needed at the time I needed clarity if the call line was still open or not as it was still ringing. Plus they did try call me back after it hung up/while in que only to hang up again 10s later (could be bad reception) but no other contact follow up. 

[tyme]

I'm so sorry to hear this. Hopefully SANE can look into it to see what happened. Do you think it was poor reception on your end or SANE's end? @Andarna 

I hope you ended up getting the support you needed.

We are glad you are here.