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What to expect when you call Quitline

Reaching out for advice is one of the best things you can do to get your quitting story going. Read through the most common questions people have when thinking about calling the Quitline.

It’s natural to feel unsure about calling the Quitline, but there’s no need. Quit Specialists are encouraging and non-judgemental. We speak to thousands of people each year and independent testing shows that most callers are very satisfied with their Quitline experience.

Most importantly, calling the Quitline increases quitting success. Give it a try. 

Here are answers to some common questions about Quitline, to give you an idea of what to expect.

1. Who will be on the other end of the line?

Our friendly Quit Specialists are trained to listen carefully and provide practical advice just for you. They understand that quitting is a complex process and that most people will have a number of goes at quitting before they quit for good. 

2. How long can I talk to them for?

Many people call Quitline with a quick query, but a typical first call to Quitline takes around 10–20 minutes.

3. What will they want to know?

Your call is confidential. This means you don't have to give your name if you don't want to.

On a first Quitline call, you’re likely to discuss your smoking history, how many cigarettes you smoke and your typical smoking habits.

An essential part of the first Quitline call is to set up a plan for quitting that suits you. Quit Specialists can give advice about the different quitting methods and products. Quit Specialists are trained to help you to explore your desire to quit and to deepen it. Quitline can also send you a wide range of written resources.

4. Do I have to be currently trying to quit to talk to them?

Not at all. Whether you’re a current smoker thinking about your options, a family member looking for advice on how to help a loved one, or a recent quitter worried about staying quit, Quitline is for you. 

5. Can I speak to the same Quit Specialist again?

Unfortunately due to Quit Specialists’ working shifts it is difficult for us to allocate you a particular Quit Specialist. Talking to different Quit Specialists means lots of different helpful suggestions. And don't worry, you won't have to provide all the same information every time.

6. When is Quitline open?

The Quitline is open from 8:00am to 8:00pm Monday to Friday. You can leave a message outside those hours and we'll call you back when Quitline opens again.

7. Does it cost anything to call?

You can call Quitline for the usual cost of a call from your phone. But you can also ask us to call you at no cost: request a Quitline callback. Or you can send a text to 13 7848 (normal text cost applies) and we'll call you back during Quitline hours.

8. How well does Quitline work?

Gold standard clinical trials show that Quitline doubles your chance of quitting. The most effective method of quitting is to use a service like Quitline alongside nicotine replacement therapy (NRT) products or quitting medication. If you are thinking about using NRT products we recommend what's called combination therapy: using the patch together with a fast-acting product like mouth spray, lozenge or gum.

Whether you’re ready to quit now or just want to talk about quitting one day, our experienced Quit Specialists are on hand to give you the information and advice you need.

9. Can I speak to an Aboriginal person?

Aboriginal Quitline is available for Aboriginal and Torres Strait Islander people living in Victoria. It is a culturally safe place to have a yarn with Aboriginal Quit Specialists.

Give us a call

  • Call us on 13 7848 or request a Quitline callback
  • Text us on 13 7848 and we'll call you back. 
  • If you are deaf or have hearing or speech impairment, you can call the National Relay Service to access the Quitline.
  • TTY users phone 13 3677 and ask for 13 7848.
  • Speak & Listen users phone 1300 555 727 then ask for 13 7848.
  • Internet relay users connect to the National Relay Service then ask for 13 7848.

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