Free diabetes helpline for people wanting expert advice  

Friday, 28 August 2020

The National Diabetes Services Scheme (NDSS) Helpline offers access to expert advice and support to help you manage your diabetes.

We have Credentialled Diabetes Educators, Accredited Practising Dietitians, Pharmacists and Accredited Exercise Physiologists available to answer your questions about diabetes.

Please refer to the NDSS Helpline 1800 637 700.

Please note this is not an emergency service. If you have an urgent health-related enquiry, please contact Health Direct Australia on 1800 022 222, 24 hours a day, 7 days a week, or call 000 for emergencies.

All you need to know about our helpline:

1. What are the usual hours of operation of the Helpline?

8.30am-8pm Monday to Friday and 9am-2pm Saturdays and public holidays.

2. Why have you directed extra staff to Helpline during COVID-19? 

Due to COVID-19 we have increased our health professionals available each day so that you can get through to someone immediately or as soon as possible after your call. We have found that people living with diabetes are seeking extra support during this difficult time.

3. How do you get to speak to a Health Professional?

When you call the NDSS Helpline on 1800 637 700, select #2 from the menu to speak with a health professional. The operator will attempt to transfer you directly to a health professional. If we are busy on other calls, the operator will take your details for us to phone you back. Please note that we will phone you from a “no caller id” phone number and will try to contact you three times. If we can’t get a hold of you after three attempts you will need to phone the NDSS Helpline again to create a new enquiry.

4. What sort of questions are appropriate to ask an HP over the phone? When should you talk to a GP?

The health professional Helpline can provide general information about diabetes management. Since we are not part of your diabetes care team we cannot provide individualised medical advice, such as what your target blood glucose levels should be or whether you should change your medication or adjust your insulin. We can, however, answer questions about what things can affect blood glucose levels, how your diabetes medication works or general food and physical activity recommendations. We can also help you to find a health professional in your local area to assist with more complex questions.

5. Why ring us?

The health professional Helpline is like having a credentialled diabetes educator in your pocket. We can answer general questions about diabetes and help reduce your stress levels in-between visits to your own health care team.

Join our community of over 45,000 people living with diabetes