• Who are Cancer Council NSW?

Cancer Council NSW is Australia’s largest cancer charity, providing a wide range of support services, including emotional support, financial and legal support, practical assistance, and information resources. We have a large network of qualified professionals and volunteers who help deliver our services.

• When should I request services?

You should request services when a patient or carer needs information, emotional, and/or practical support related to a cancer diagnosis.

• Who can make a request to Cancer Council NSW’s information and support services?

This portal is intended for use by healthcare professionals to request support for patients and their carers.

Patients, carers and their family, and friends should contact 13 11 20 to request support for themselves or on behalf of someone, provided they have the client’s consent.

• How do I use the portal?

To request support for a patient or carer, enter the required information as prompted by the system and save before moving on to the next page. Once all pages of information have been completed, click ‘submit’ to complete your request.

• What information do I need to provide?

To complete a request, you’ll need to provide the client's name, contact details, and details of the cancer-related issues they are experiencing or the support they need. You’ll also need to provide your contact details as the referring healthcare professional, so we can update you on your request. Accurate information helps us support your client promptly and effectively.

• Can I follow up on the status of a request?

We aim to contact your client within 3-5 working days of receiving your request (unless marked as urgent). You will receive an email once we have reviewed and accepted your request, usually within 24 hours, and another once the service is delivered to your client. You can call Client Services on 1300 360 541 for updates at any time.

• How can I arrange urgent services for a patient?

If your client requires urgent support, please indicate this by selecting the 'urgent' option and providing the reason for urgency.

We are able to expedite urgent requests in the following circumstances:

- The request is legally urgent (client with a limited prognosis requires a Will, is facing bankruptcy or eviction, or has been dismissed from their employment),
- The client requires help to arrange accommodation within 48 hours
- The client is experiencing significantly high distress

We will do our best to prioritise requests for clients in these circumstances, however, timeframes may vary depending on the support required and we are unable to guarantee we can assist in the required timeframe.

If you are unsure whether our timeframes are appropriate for your client, or you believe they are experiencing circumstances in addition to above that require urgent support, please call Client Services on 1300 360 541.

• Does Cancer Council NSW charge for services?

Our services are generally provided free of charge.

However, some support services are subject to eligibility criteria, including requiring the client to be clients experiencing financial hardship. If your client does not meet the relevant eligibility criteria, there may be a cost associated if eligibility criteria are not met, or we will navigate them to alternative support services.

We depend on donations and community fundraising to sustain our services and ensure individuals affected by cancer receive the necessary assistance.

• Do some services have eligibility criteria?

Yes, eligibility criteria apply for some services. Eligibility criteria differs for each service but can include cancer stage, language, state of residence, whether they have accessed the service previously, as well as requiring the client to be experiencing financial hardship (determined by a means test).

• How long before you respond to my request?

Response times vary, but we aim to respond to referrers to confirm their request has been received within 24 hours. We then aim to contact the client within 3-5 days or receiving the request. Service delivery time varies based on the type of support requested and the complexity of the client’s needs.

• Is there a way to confirm if my patient is already receiving services from Cancer Council NSW?

Please contact Client Services on 1300 360 541. With your patient’s consent, we can verify the services they are currently receiving or have received in the past.

• What if my patient's needs change after the initial request?

If there are changes in your patient's circumstances or care needs, it is important to call Client Services on 1300 360 541. This allows us to adjust their service to meet their evolving requirements or determine if they are still eligible for the service.

If a client requires support more urgently than anticipated, please contact Client Services on 1300 360 541.