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Have a question you need answered? Check out our frequently asked questions below.

What do I do if I don't get a reply?

If you do not get a reply, this may be because the phones are overloaded.  However there are a number of other services you can call both nationally and locally (please use our Youth Services Directory to give you some extra ideas).

If you think you can wait until the next day, an option in the mean time might be to talk with someone you can trust such as a friend, family member, teacher, counsellor, church person or another service.

What happens when I make a call to the Youth Helpline, who do I talk to?

When you phone, someone in your region answers the phone and will introduce themself, ask you a little about your self and how they can help.  They will also tell you some basics about confidentiality and some of the things they can and can't do.

You can say anything you want in confidence and there will not be any comeback. In fact, you don't even need to use your own name.

If you are in a difficult position they may ask you how they can help and may offer some ideas, but we are not in the business of making judgments or telling you what to do.  We are in the business of working stuff out together.  This may take one call, or many calls - it's up to you.


If you phone, email or visit us we will not judge or criticise you or tell you what to do. We might ask you how you are feeling and invite you to talk about your feelings.  We provide a safe and accepting environment to give you the time and space that you need to talk if you want to.


How can I become a volunteer?

We need volunteers who have good listening skills, are compassionate and non judgmental.  We also need a variety of other volunteers to cover the many other things we do.

You can contact your local Youthline centre.  If you want to find out more about what it is like to be a volunteer, what sort of people are volunteers, or what is involved,  visit our volunteering section here

How can I make a donation?



How are you funded?

Youthline is funded mostly through charitable donations; project related funding from a variety of contracts for the specific programmes we run. We rely very heavily on donations from the public.

When did you start?

Youthline was started in 1970. Youthline has centres across New Zealand offering telephone counselling, training and development and community development.

Some centres offer more services, which you can read about in the "Centres'' section of this website.

Do you have an 'Online' talk space or chatroom?

We have an online forum that acts like a bulletin board and through this we can answer questions, which are responded to by a trained counsellor. You will see the answer from our counsellor displayed to your question. We encourage you to also talk with us over e-mails.  If you e-mail us, you will get a confidential reply.

Do many people use you?

We get about 40,000 calls a year to our helpline, over 200,000 text messages and thousands of other people use one of our many services around Aotearoa New Zealand.

I'm worried that I or someone else I know may be in a bad space or even suicidal.

What can I do? Find out the signs that someone could be at risk of suicide and what you can do or consider, by visiting http://urge.co.nz You can contact us on 0800 37 66 33 and ask us to offer our support. If appropriate, we will offer our support to you or your friend. Such contacts are made very sensitively. If we do make contact, our confidentiality rule will mean that we cannot tell you what they say to us.

What other organisations might be able to help me?

If a specific issue is raised, in which the telephone counsellor is unable to help, they will refer you on to an appropriate agency or help find the right person to speak with.  You can check out our Youth Services Directory, which gives a list of services throughout Aotearoa NZ.  We also have local branches that can sometimes be more helpful as they often know the local people to best connect with.

Are you confidential?

Everything you say is confidential within Youthline.  We do not pass information based on what you tell us to any external organisations except in dangerous situations where we are concerned that there is a high risk that you or someone else might be harmed.

What time is the Youth Helpline available?

The Youth Helpline is available 24 hours a day, 7 days a week/365 days a year. We respond to TXT messages between 8am and midnight 7 days a week/365 days a year.

What do you do?

Youthline provides development opportunities and confidential support for young people from all walks of life all over Aotearoa New Zealand.

We are here to talk with you no matter what is happening.  We are here to help.


How can I contact you?

There are plenty of ways in which you can contact Youthline, by ringing the helpline, texting or by e-mailing.

Youthline provides a free, confidential and non judgmental telephone counselling service.  We are here to listen to you and help you with your problems. We have people who answer phones all over New Zealand, usually someone from your area. We don’t solve your problems but we do support you to help clarify what is happening and what you may want to do.
You do not have to be in a crisis situation to ring. People call for all sorts of reasons; because they feel alone, or because they lost someone they care for, others because they are having difficulties making their relationships work. Often people call just to have a chat and touch base.
Whatever your reasons, Youthliners’ are there to listen and care about you.
At Youthline we are trained to listen, not to impose our own views and solutions. Our objective is to help guide you towards exercising your own choice and finding answers to your own issues.
The Helpline, as well as txt and e-mail services are run from Youthline centres across the country.


If you would like to talk to someone on the phone you can call 0800 37 66 33

Email us by clicking here

Free TXT using your mobile phone to 234

Check out our online forum at www.urge.co.nz

Check out our Facebook and Bebo profiles



Write to us at:

13 Maidstone Street

Email Questions

1. Can I email you anonymously?

The easiest way to maintain your anonymity is to create a free email address specifically for contacting us. To create an address visit: www.yahoo.co.nz or www.hotmail.com. If you want to encrypt your mail, you can use PGP encryption.


2. Are my emails confidential?

See question above.


3. Will my messages always be answered by the same person?

Mostly the same counsellor will answer all e- mails, but occasionally this will change.


4. What formats can I use to e-mail you?

We accept ordinary e-mail or PGP encrypted e-mail. Please don't use UUencode, MIME attachments, graphics (or other binary) files.

Access is currently limited to this website and Internet e-mail. Real 'human' volunteers always answer e-mails. We have no "automatic" responses other than auto replies for the competition and donate sections.


5. What email address should I use for non-urgent enquiries?

To contact us for general enquires, please email youthline@youthline.co.nz You will find specific names and contacts in other parts of the site according to the section you are interested in.