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Guidelines and technical support

About the SANE Forums

The SANE Forums is a moderated, online discussion space for Australians 18 years and over who are living with complex mental health issues, and families, friends and carers of people living with complex mental health issues.

Through conversation, we can share stories and information that help us find positive pathways through our experience.

The Forums are moderated 24/7 by health professionals employed by SANE Australia and partner organisations. All moderators are identified as either a 'moderator', 'peer support worker' or 'community manager'.

SANE Australia provides this service in conjunction with partner organisations throughout Australia. The Forums are primarily funded by the Australian Government Department of Health. Learn more about your health care rights here.

SANE Forums are peer-to-peer support services. The information provided is designed to complement, not replace, the relationship between a patient and their health care professionals.

They do not provide crisis support or counselling. If you or someone you know is in crisis and needs urgent help call Lifeline on 13 11 14 or in an emergency call 000.

    • SANE encourages feedback from you. We welcome your comments and suggestions for improvement, and we will always treat your complaints seriously. Any matter you raise will be addressed in a way that ensures access, equity, fairness, accountability and transparency. Every item of feedback we receive is read by one of our staff members, summarised and analysed and, where appropriate, fed into our continuous improvement processes.

      Click here to read our Feedback and Complaints Policy

      Click here to provide general feedback or to make a complaint

      If you've found a technical, function-related, web accessibility or system problem with the Forums, please provide technical feedback here.

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    • The Forums operates under Australian legislation, within the Australian health system. We're only able to provide safe support to people within Australia. For that reason, the Forums can be seen or read from anywhere in the world, but you can only sign up, log in or post from within Australia.

      New members must also supply the postcode for the Australian location where they normally live. This will be kept confidential.

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    • The SANE Forums are public - anyone can read the discussions.

      However, a much richer experience is available to people who sign up as Forums members. Members can:

      • set up an anonymous profile, with a member name and profile pic
      • create discussions
      • subscribe to discussions
      • reply to posts
      • show your support for posts
      • get notifications
      • see all their activity on the Forums
      • much more.

      Membership is available to Australian residents aged 18+. A person may have only one member account.

      Each member has a 'rank' based on how many times they have posted:

      • New Contributor - no posts
      • Casual Contributor - 3 posts
      • Contributor - 10 posts
      • Senior Contributor - 30 posts
      • Community Guide - Volunteer long time members who are instrumental in maintaining a productive and supportive community.

      Membership of the Forums is governed by the SANE Forums Terms & Conditions, Privacy Policy and Community Guidelines.

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      1. At the top of any Forums page, click 'Sign up'.
      2. Enter an anonymous member name and a password.
      3. Enter your personal details.
      4. Check the box agreeing to the terms and conditions
      5. Click 'Sign up'.
      6. We'll send an email to the address you gave us. Click the link in it to verify your email address and confirm your membership.
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    • It's a small world, so it's possible you could meet someone who tells you they are a member or moderator on the SANE Forums.

      It's worth thinking ahead about what you'll say if that happens. Here are three options to consider:

      • Don't say you're a SANE Forums member: even if someone is sharing with you, it's okay not to share in the same way if you want to keep your membership private.
      • Say you're a SANE Forums member, but don't share your member name: you can say you're a member without revealing your member name. This is okay, even if the other member tells you theirs. Saying you'd prefer to keep that private is fine. You may wish to reassure your fellow member that you won't share their details with anyone. They might assume or try to guess which member you are - again, you don't have to reveal anything.
      • Share your member name: before telling anyone your member name, think: how comfortable do you feel with that person being able to connect your real-life identity to all your posts, past and present? Would telling them make you feel less safe to share openly on the Forums in future? Share your member name only if you're sure you'll always feel safe with them knowing.

      Whatever you choose, don't publish to the Forums information about meeting other members in real life. There is a risk of identifiable information being shared, so moderators will remove those posts. The only exception to this is if two members knew each other before joining SANE Forums, but even then, keep it general and non-identifying.

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    • The Forums are anonymous, but when you sign up as a Forums member we ask for a few personal details. Here's why.

      • We require your email address so we know we can contact you, and to be sure you're a real person rather than a spammer or some other automated attempt to get into the Forums.
      • We ask for your phone number so we can contact you in case of an emergency - this is optional.
      • We require for your postcode to be sure you're in Australia, to know generally where the Forums are being used, and to report on Forums use to government and other funding bodies.
      • We require your date of birth so we can learn about the age groups who use the Forums.
      • The privacy of all your information is strongly protected by our Privacy Policy.

      All service user information provided to SANE Australia is handled in accordance with the Australian Privacy Principles (see our Privacy Policy).

      Please note: Although the SANE Forums and Help Centre are run as separate services, confidential information may be shared between SANE staff. Only information essential for the support of service users will be shared in this manner.

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      1. Make sure you're logged in to the Forums.
      2. Click your member name near the top right of the screen.
      3. Click 'Settings'.
      4. Change your details in the form.
      5. Click 'Save'.
      6. If you change your email address, we'll send an email to the new address. Click the link in it to verify your new address and re-confirm your membership.
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    • Forums members can choose an anonymous profile picture to go with their member name.

      To change your profile pic:

      1. Make sure you're logged in to the Forums.
      2. Click your member name near the top right of the screen.
      3. Click 'Settings'.
      4. Click 'Profile pictures'.
      5. Click 'Choose a collection' to use one of our pics or click 'Upload a profile picture' to use your own.

      Your profile pic must be anonymous. Personally identifiable pictures will be removed. Moderators will email you if there are any problems with your profile pic.

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    • Forums members can get notifications for discussions they've subscribed to, or when their own posts are liked or replied to.

      To change your notification settings:

      1. Make sure you're logged in to the Forums.
      2. Click your member name near the top right of the screen.
      3. Click 'Subscriptions'.
      4. Click the tabs 'Subscriptions', 'Notification Settings' and 'Email Format' to update your preferences.
      5. Click 'Save'.
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      1. Click 'Log in' at the top right of the screen.
      2. Click 'Forgot member name or password?'.
      3. Enter the email address you used to sign up and we'll send you an email with your member name and a link to reset your password.
      4. Click the link, enter a new password and click 'Submit'.
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    • Your profile page contains your recent activity. To see it:

      1. Make sure you're logged in to the Forums.
      2. Click your member name near the top right of the screen.
      3. Select 'Profile'.
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    • The entire Forum is publicly available to read, so you anyone can explore the Carers and Lived Experience for interesting discussions.

      There are three ways to find discussions you might like:

      1. Search: the search bar is at the top of most Forums pages. Turn on suggestions, start typing a subject (e.g. 'bipolar') and results will start appearing.
      2. Filter: on any topic page, click 'Show filter' just below the search bar and choose a category to narrow down what you see.
      3. Browse: on the Lived experience and Carers Forum home pages, click a topic and scroll through the discussions there.
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    • Forums members can join a discussion any time. All you have to do is find a discussion you like and reply to a post in it. A good length for a post is up to 300 words, or 1-4 paragraphs. Shorter is fine, but longer posts don't tend to get as many replies.

      Be as clear as you can about why you're posting. If you need advice about a particular issue, ask specific questions. Or if you're just sharing your thoughts, it can be helpful to say so.

      It's also a good idea to read the Community Guidelines before your first post.

      To join a discussion:

      1. Make sure you're logged in to the Forums.
      2. Choose the post you'd like to reply to.
      3. Click 'Quick reply' to see a little box you can use when your reply is short, or
      4. Click 'Reply' for a bigger text box with more options, for a longer reply.
      5. Click 'Post' when you're finished.

      If you're a new member and not sure where to start, try the special discussions in the Carers and Lived Experience forums where you can introduce yourself, and let the community point you in the right direction.

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    • Keep an eye on the Special Events topic for regular discussions like:

      Topic Tuesday

      Once a month we have a lively discussion, often with a guest speaker, on an interesting subject related to mental health.

      The Friday Feast

      An opportunity just to mingle with other members. Bring along a virtual plate of food and enjoy people's company. It usually starts around 6pm AEST.

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    • Signed-up members can start a new discussion on the Forums.

      Before you do, search the Forums to see if the subject you want to talk about is already there. If it is, you can add to that discussion and get the benefit of everyone's contributions. It's okay to enter a discussion after it's started.

      To start a new discussion:

      1. Make sure you're logged in to the Forums.
      2. Enter either the Carers or Lived Experience Forum.
      3. Choose the Topic you think your discussion belongs to.
      4. Click 'New discussion'.
      5. Type in a subject title that clearly and briefly sums up the discussion you'd like to have. This increases the likelihood of relevant responses.
      6. Write a short post to start the discussion. A good length is up to 300 words, or 1-4 paragraphs.
      7. Finish your post with a clear question or statement that people can respond to.
      8. Click 'Post'.
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    • When you write a post, you can add member names to include other Forums members in the discussion.

      1. Start a new discussion or click 'Reply' or 'Quick reply' on a post.
      2. Type @ then start typing a member name you want to include:
      3. In 'Reply' you'll see a list of suggested member names.
      4. In 'Quick reply', you need to type the whole name.
      5. Select or type the member name and you'll see it linked in your post.
      6. Add more member names the same way if you like, finish your post and click 'Post'. The member will get a notification saying they've been mentioned in your post.
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      1. Make sure you're logged in to the Forums.
      2. Find the post you want to edit.
      3. Click 'Post Options' in the top-right.
      4. Select 'Edit Post'.
      5. Edit your post and click 'Post'.
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    • All posts go live to the Forums straight away. A moderator will then review them, to keep things safe, anonymous and respectful for everyone.

      If a post is deemed to breach the SANE Forums Community Guidelines, Privacy Policy or Terms & Conditions, it will be removed and you'll be notified by email.

      If you're asked to edit a post that a moderator has removed, here's what to do:

      1. Make sure you're logged in to the Forums.
      2. Click your member name near the top right of the screen.
      3. Select 'Profile'.
      4. Find the 'My Settings' box
      5. Click 'My rejected items'
      6. Click the 'Rejected Items' tab
      7. Find the post you want and click 'Edit'.
      8. Edit your post and click 'Post'.
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      1. Make sure you're logged in to the Forums.
      2. Find the post you want to delete.
      3. Click 'Post Options' in the top-right.
      4. Click 'Permalink'.
      5. Copy the URL in your browser.
      6. Click 'Post Options' again.
      7. Select 'Request Removal'.
      8. Fill in the form asking for information about the post.
      9. Paste in the URL you copied.
      10. Click 'Submit'

      Your request will be sent to the team. Community Managers will usually respond to your request within one business day, but there could be a delay, especially outside of business hours. If it's urgent, edit your post and remove its contents.

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    • To show your support for a post:

      1. Make sure you're logged in to the Forums.
      2. Find the post you want to support.
      3. Click the 'thumbs up' button at the bottom of the post.

      You can click the number of supports to see who else has supported this post.

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    • Favourites are like bookmarks to help you quickly find a post you want to see again.

      To favourite a post:

      1. Make sure you're logged in to the Forums.
      2. Go to the post you want to favourite.
      3. Click 'Post Options' in the top-right.
      4. Select 'Favourite'.

      To see all the posts you've favourited:

      1. Click your member name near the top right of the screen.
      2. Select 'Profile'.
      3. Scroll down to 'My favourites'.
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      1. Go to the post you want to print.
      2. Click 'Post Options' in the top-right.
      3. Select 'Print'.
      4. Follow your computer's print instructions.
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    • If you see something on a Forum post that you think breaks the Community Guidelines:

      1. Make sure you're logged in to the Forums.
      2. Go to the post you want to report.
      3. Click 'Post Options' in the top-right.
      4. Select 'Report Inappropriate Content'.
      5. Fill in the form.
      6. Click 'Notify moderator.'

      A moderator will receive an email, review the post and take action. You may not receive a response from the moderator, but they may email you to clarify.

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    • Report the post as inappropriate as described above.

      A moderator will review the post. They may not get back to you individually, as they may need to take action for the safety of the member.

      Moderators have a strict duty-of-care process that often takes place behind the scenes, so please don't be alarmed if you don't hear back from a moderator.

      You are not responsible to keep someone safe, so you have no obligation to respond to a member who states they are at risk. However, if you want to respond, the most helpful way is to:

      • let them know you hear them and you're sorry to read that they're distressed
      • remind them that SANE Forums isn't a crisis service - point them instead to services like
      • wish them well and encourage them to take care.
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    • If you have any problems using the Forums, a great place to get support is on the Forums - ask your community!

      If you have trouble accessing the Forums, contact us at team@saneforums.org. We're always happy to see how we can help

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    • Your first priority should always be self-care. If you're upset about something you read on the Forums, it may be helpful to work through the following steps:

      • Pause. If your reaction is very strong, take some time out away from the Forums, or away from the thread where the discussion is occurring. Posting when you're agitated or upset can lead to feeling more distressed, so take a break to help your emotions settle.
      • Check in with those emotions. Are you feeling upset? Angry? Annoyed? Is it only about this event, or has it triggered past memories or hurts?
      • Emote. Use strategies you have found helpful in the past to manage strong emotions. For example, find an offline place to write what you feel. A notepad, a diary, anywhere only you will see it. It's not for anyone else to read, so you can express yourself without a filter.
      • Seek help. If you're distressed, talk to your therapist, your doctor, a helpline, a friend, anyone who will help you vent and process your emotions.
      • Soothe. Do the things you do to calm yourself. Listen to your favourite music, make a cup of tea, run, take a bath, watch your favourite movie. Treat yourself.
      • Reflect. When you're ready, take some time to reflect on what upset you on the Forums, and decide if you want to respond. Responding and not responding are both valid options.

      This also applies if you're not feeling up to giving support on the Forums. It's okay to step back for a while. You could avoid certain topics or discussions, or take some time out of the Forums altogether for self-care. If you want to stay on, you could visit some of 'lighter' discussions.

      Find out how other members manage triggers and self-care.
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    • Conflict is a normal part of communicating and connecting. It can be stressful, but it can also be an opportunity to work through and resolve issues.

      If you decide you want to communicate with the other member and try to resolve the conflict, there are a few useful things to do:

      • Practise empathy. Did the other member mean harm? Is it possible they put their point badly or didn't quite say what they mean? Is it a valid point, even if it upset you?
      • Ask them to clarify what they meant. 'I'm not sure I understood when you said x. Could you explain a little more please?'
      • Focus on the issue, not the person. 'I disagree about this topic' is better than 'you are wrong/hurtful/bad.'
      • Use 'I' statements to describe your emotions. 'I felt upset' is better than 'you upset me.'
      • Respect their point of view, while offering your own. If someone has expressed a hurtful opinion, see it as an opportunity to educate them on the impact it can have on others.
      • Stay tuned into your feelings. If you get frustrated or upset, or the conversation becomes unproductive, it's okay to take a break. Self-care is priority number one, so return to those steps if you need to.
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    • Forums moderators work behind the scenes reviewing posts. If a moderator spots a conflict, they may enter the conversation and try to help resolve things.

      You can also email team@saneforums.org to alert them to the situation.

      If you see any content that is harmful or triggering, or you believe violates the Community Guidelines, you can use the 'Report Inappropriate Content' function, which you can find in 'Post options' dropdown menu for the post you are concerned about.

      A moderator:

      1. in most cases will attempt to facilitate a resolution between the members within the thread
      2. will contact each member involved via email to continue working towards a resolution if no resolution seems possible on the Forums
      3. may temporarily close a thread to diffuse the situation If a discussion thread becomes unproductive
      4. will remove the post and contact the member if the conflict breaches guidelines.

      Remember: if you don't want to address the conflict straight away, that's okay. Breathing space can be helpful. Take some time out, practise self-care and revisit the discussion when you're ready.

      For more guidance on how to respond to conflict, email team@saneforums.org

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    • Crisis support

      SANE Forums is a peer-to-peer community, where members can connect, share and support each other.

      Mental health professionals moderate Forums conversations, but can't offer one-on-one or crisis support.

      If you need one-on-one support, guidance or information about mental health contact:

      • your support people: family, friends, doctor, mental health professional
      • SANE Help Centre: 1800 18 7263 or online chat (Mon - Fri, 10am - 8pm AEST)
      • Beyondblue: 1300 22 4636 (24/7) or online chat (daily 3pm - midnight AEST)

      The Forums are a peer to peer supportive community, but at times, crisis support is more appropriate. It's time to get one-on-one crisis support if:

      • the responses from other members are not helping to reduce the urges to harm yourself
      • the Forums are triggering or escalating the urges to harm yourself
      • you have a plan to harm yourself and have strong urges to follow through with your plan

      If you are experiencing urges to harm yourself and feel you may act on them, contact the following services:

      To help plan ahead for safety during a crisis, check out Beyond Blue's Beyond Now safety planning app.

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    • Mental health talk has a lot of acronyms and abbreviations: here are what some of them mean.

      ABI - acquired brain injury
      ADD - attention deficit disorder
      ADHD - attention deficit hyperactivity disorder
      ASD - autism spectrum disorder
      BPD - borderline personality disorder
      CBT - cognitive behavioural therapy
      CTO - community treatment order
      DBT - dialectical behavioural therapy
      DID - dissociative identity disorder
      ECT - electro-convulsive therapy
      ED - eating disorder
      ERP - exposure response prevention therapy
      GAD - generalised anxiety disorder
      GP - general practitioner
      IPT - interpersonal therapy
      MDD - major depressive disorder
      MH - mental health
      MI - mental Illness
      OCD - obsessive-compulsive disorder
      OT - occupational therapy/therapist
      Pdoc - psychologist or psychiatrist
      PHN - Primary Health Network
      PIR - Partners In Recovery
      SH - self harm
      SI - suicidal ideation
      SSRI - selective serotonin reuptake inhibitor
      PRAC - prevention and recovery care
      PTS - post-traumatic stress
      PTSD - post-traumatic stress disorder

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    • If you've read everything above and still have problems using the Forums:

      • Ask your community! Post to the Forums for advice
      • Contact team@saneforums.org and the Forums team will be happy to help.
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If you need urgent assistance, see Need help now
For mental health information, support, and referrals, contact SANE Support Services
SANE Forums is published by SANE with funding from the Australian Government Department of Health
SANE - ABN 92 006 533 606
PO Box 1226, Carlton VIC 3053

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