This is a helpline for people who

  • are opioid dependent and want to know more about what is available for them, or
  • are currently on an opioid pharmacotherapy program (treatment using prescribed methadone or buprenorphine) or want to be on a program and have questions about treatment; or
  • are having issues with their opioid pharmacotherapy treatment and need information or assistance; or
  • want to know more about the system of opiate treatment in NSW; or
  • are health professionals seeking information, advice and referral about and for clients.

OTL provides information, referrals, support and a forum for pharmacotherapy concerns.

OTL also maintains a central register of complaints and concerns about opiate treatment and providers and ensures NSW Health hears your issues to help improve opioid pharmacotherapy treatment in NSW.

Hours of operation: Monday to Friday 9.30am to 5.00pm
Freecall Number: 1800 642 428*


* Please note- Freecall numbers are not free from mobile phones

OTL was established to assist and support opioid treatment 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 giving voice to those who would like to raise their issues privately or officially. OTL 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 (Read More).

OTL is often the first place opiate dependent 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 an understanding of the various treatment options.

OTL also provides feedback to other organisations involved with opioid pharmacotherapy treatment including NSW Health , Justice Health, the Health Care Complaints Commission (HCCC), NSW Pharmaceutical Services Unit, NSW User’s and AIDS Association (NUAA) (Read More), Opioid Treatment Managers’ Group, and the Pharmacy Guild (Read More).

OTL can collect information from callers to assist in resolving issues in treatment or accessing treatment.

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
  • Dissatisfaction with treatment

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