Opioid Treatment Line (OTL)

The Opioid Treatment Line (OTL) is a help line that provides information, referrals, support and a forum for concerns around pharmacotherapy (Opioid Treatment Programs). It is open Mondays to Fridays 9:30am-5pm except for public holidays. It can be contacted on (free call) 1800 642 428.

OTL is often the first place opioid dependant people contact when trying to access treatment. OTL can provide the contact details of services that are available. The availability of OTL means individuals can be helped through the understanding of the various treatment options.

This is a helpline for people who:

  • have an opiod dependence and want to know more about what is available for them; 

  • are currently on an OTP (treatment using prescribed methadone or buprenorphine) or want to be on a program and have questions about treatment;

  • are having issues with their OTP and need information or assistance;

  • want to know more about the system of opioid treatment in NSW; or

  • are health professionals seeking information, advice and referral.

OTL also maintains a register of complaints and concerns about opioid treatment and providers and ensures NSW Health hears your issues to help improve OTPs in NSW. Listening to individual stories, answering questions, recording problems and treating clients and professionals with dignity and respect is the basis of OTL work.

 OTL is a confidential, anonymous service that works with both the patient and the treatment provider in order to help clarify and resolve problems, or can act as an intermediary, explaining the reasoning behind certain decisions and how they relate to the Opioid Treatment Guidelines.

 OTL also provides feedback to other organisations involved with OTPs, including NSW Health, Justice Health, the Health Care Complaints Commission, NSW Pharmaceutical Regulatory Unit, NUAA, Opioid  Treatment Managers' Group, and the Pharmacy Guild.

 Frequent calls to OTL include questions around:

  • Types of treatment available;

  • Where and how to access treatment;

  • NSW Guidelines around treatment and clients' and providers' rights and responsibilities;

  • Problems contacting or communicating with treatment providers;

  • Transferring between areas, states and countries; and

  • Dissatisfaction with treatment.

 Whatever your question or concern, OTL will listen and help wherever possible.