NewAccess-Frequently Asked Questions

What is NewAccess?

NewAccess is an early intervention program designed to provide easily accessible, free and quality services for people with depression and anxiety. The program was trialled by Beyond Blue from 2013 - 2016 and is now being delivered by a growing number of health services in Australia. A NewAccess program aims to assist people who are not currently accessing mental health services.

How does the program work?

The program in its trial format included up to six free sessions. This includes an assessment, five subsequent sessions and a review. At your first appointment a NewAccess Coach will complete an initial assessment with you and develop a program to your individual needs. Appointments can be over the phone or in person at a NewAccess service.

Who are the NewAccess coaches?

NewAccess Coaches are specifically trained in low intensity approaches to help guide you through your tailored plan. Access coaches can also assist individuals to connect to other support such as employment, financial, education and housing agencies.

How long is each session?

The first appointment in a NewAccess program session is normally 60 minutes and subsequent sessions are 30 minutes. 

How much does it cost?

NewAccess is a free service.

Is the program right for me?

If any of the following are causing you to feel unhappy, moody, angry or unable to concentrate, then this service could be right for you:

  • Work stress or uncertainty
  • Unemployment
  • Change in living arrangements
  • New parent worries
  • Family problems
  • Health concerns or uncertainty
  • Isolation or loneliness
  • Financial worries or instability

How do I access the service?

NewAccess is now being delivered by increasing numbers of local health services in Australia.

You can find out if you are eligible to access the service by calling:

  • Canberra – (02) 6287 8066
  • Riverina/Murrumbidgee – (02) 6923 3195
  • North Coast NSW – 1300 137 934
  • South Western Sydney – 1800 010 630
  • Central and Eastern Sydney – 1800 010 630
  • Brisbane North – (07) 3358 4424
  • Gold Coast – 1800 010 630
  • Western Queensland
    • North West – 1300 672 273
    • Central West – (07) 4652 5800
    • South West – 1300 991 443

Where are the NewAccess coaches located?

NewAccess is located in the regions listed below. Head to our Contact a NewAccess coach page for addresses and contact details.


  • Brisbane North
  • Gold Coast 
  • Western Queensland – South West (Roma and Charleville)
  • Western Queensland – Central West (Longreach)
  • Western Queensland – North West and surrounding areas (Mt Isa)
  • Darling Downs and West Moreton – Toowoomba, Ipswich, Scenic Rim
  • Darling Downs and West Moreton – Warwick, Gatton, Dalby and Kingaroy


  • Australian Capital Territory


  • Riverina/Murrumbidgee
  • South Western Sydney
  • Central and Eastern Sydney
  • North Coast NSW
  • Western NSW
  • Hawkesbury and Lithgow

NewAccess is not currently available nationally. This program is funded regionally by your Primary Health Network. If your region is not listed and you would like to see NewAccess in your area, please contact your Primary Health Network (PHN) to discuss. This link will take you to the PHN website, location map and contact details

As new sites go live with the NewAccess program, our website will be updated with the location details.

Please note, NewAccess is not a crisis service. If you need emergency assistance, or feel at immediate risk of harm to yourself or others, please contact emergency services on 000.
To talk to someone now the Beyond Blue Support Service is available 24/7 on 1300 22 4636 or call Suicide Call Back Service 1300 659 467 or Lifeline 13 11 14.

Do I need a referral to access the service?

No, you can refer yourself. However, a GP or health professional can also refer you.

How long do I have to wait for an appointment after contacting an NewAccess coach?

An Access coach will respond to your enquiry within 48 hours and your first appointment will be within seven days.

What do I do if I need urgent assistance?

NewAccess is not a crisis service. If you need emergency assistance, or feel at immediate risk of harm to yourself or others, please contact emergency services on 000.

To talk to someone now the Beyond Blue Support Service is available 24/7 on 1300 22 4636 or call Suicide Call Back Service 1300 659 467 or Lifeline 13 11 14.

I am under 18. Can I access the service?

Yes, at this stage people aged 16+ can access services in the Riverina/Murrumbidgee, Central, Eastern Sydney and Gold Coast regions.

See ‘Where are your Access coaches located?’ page in the side menu for contact details.

For support and advice outside these areas, young people can contact the Beyond Blue Support Service on 1300 22 4636

Am I eligible for NewAccess?

Eligibility: Who is the service for?

NewAccess is suited to:

  • Individuals experiencing the symptoms of mild to moderate depression and/or anxiety
  • Individuals aged 18+
  • The following locations also support young adults 16+:
    • Gold Coast
    • Riverina/Murrumbidgee
    • Central and Eastern Sydney


Eligibility: Who isn’t the service suitable for?

NewAccess is not suited to:

  • Individuals currently receiving other psychological intervention
  • Individuals dealing with other conditions or severe/complex presentations.

What type of support and training do the NewAccess coaches receive?

During the NewAccess trial, coaches were trained and supervised by Flinders University to provide relevant and appropriate support based on the UK's national health service program IAPT. This theoretical and practical training equips the Access coaches to ensure that they can provide the specific approach based on Low Intensity Cognitive Behavioural Therapy and understand the local community challenges that may apply to the client.

Can the NewAccess coaches do home visits?

Appointments can be over the phone or in person at a NewAccess site. Access coaches are not able to do home visits.

Is the service confidential?

Yes, the service is entirely confidential.

Can I bring someone with me to sit in on the assessment/session?

NewAccess does not provide relationship counselling, but if you would feel more comfortable having your partner, a family member or friend sit in on your appointment with you then this is accepted.

What is the program based on?

NewAccess is based on a successful evidence-based model of care known as Improving Access to Psychological Therapies (IAPT). IAPT is today available across the UK.

How is the program funded?

The NewAccess trial was funded by the Movember Foundation and Beyond Blue. As a successful, proven model NewAccess is now being separately funded by the Commonwealth Department of Health via Primary Health Networks (PHN’s) as low intensity services are commissioned across Australia.

Crisis support

If you are in an emergency, or at immediate risk of harm to yourself or others, please contact emergency services on 000. Other services include:

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