Alcohol and Other Drugs Service (AODS) - Central Gold Coast

Genuine and understanding professionals who cover all the bases. Extremely grateful for their help.

We found ourselves in a very distressing situation involving a young man who was severely drug-affected, suicidal, and unable to be reached by his mum, who was away. His close friend went to check on him around 7am and found him in a highly concerning state. He was extremely distressed and genuinely fearful for his friend’s safety. We contacted the Drug and Alcohol Support Line, who were excellent. They listened, offered options, and advised that the safest immediate step was to take him to the local Alcohol and Other Drugs service when they opened, as they accept drop-ins and someone could speak with him straight away. We were relieved to finally have somewhere appropriate to go and had to gently convince the young man to attend, as he has been turned away from hospitals before during crises. His friend managed to get him there. Unfortunately, the experience at your service was the complete opposite of what any of us expected in a crisis situation. Both young men were stressed — one terrified for his friend, and the other at a point where he was contemplating ending his life. Despite this, the staff on duty, including the receptionist and (as I later learned) the head psychologist, appeared more concerned with the fact that they had walked in without an appointment than with the immediate risk. The drug-affected young man was understandably agitated, frightened, and a little rude — which is common and predictable behaviour for someone in crisis. Instead of de-escalating, empathising, or offering even basic crisis support, staff told them to leave or they would be removed. His friend was absolutely shocked. These are people who work with vulnerable individuals every day — surely knowing how to calm, support, and guide them is foundational to the role. Shortly after being told to leave, this young man walked straight in front of a car. It is deeply concerning that his “manners” seemed to matter more to staff than his safety. To add to this, I called the staff afterwards to enquire .. what happened here ? They proceeded complaining to me about how “rude” the young men were. When I asked whether trained professionals should know how to handle situations like this, the “head psychologist” came onto the phone, not to offer support or follow-up care, but to continue the reprimand — despite having just witnessed a person in acute distress walk into traffic. The energy spent lecturing us on the phone could have instead been spent engaging with a suicidal young man in the moment he needed help the most. Or were the 3 of you too busy for that? I got your attention with no appt. Think that over. With the rising rates of suicide in young men, interactions like this are exactly why so many do not seek help. A lack of compassion, understanding, and crisis management skills at the very frontline of mental health care is incredibly alarming. Perhaps some reflection, retraining, or even time away is needed to reconnect with the reason this work exists in the first place: to support people at their most vulnerable, not turn them away.

The blonde receptionist and psychologist working on 10/12/25 was extremely rude condescending and judgmental off the bat on my arrival with my best mate who has been heavily struggling with drugs alcohol and suicide and in one of his lowest places in life. I brought him in and was instantly put off by they’re behaviour felt like a group of judgy egotistical school girls who sniggered and told us to leave the second he responded with the tiniest bit of attitude granted bc he’s in such a bad spot. I was told by the online help line I would get instant help but was treated like and idiot in person the second we arrived. Looking at other reviews I’m not alone on this and is extremely unprofessional for their line of work. Should be ashamed and find a new profession

Make it nearly impossible for anyone who needs help and doesn't have transport when in nsw was completely the opposite with monthly appointments compared to daily if your reaching out for help this isnot the place.

The blonde receptionist with glasses (middle aged) was the rudest receptionist I’ve ever encountered. She shouldn’t be working here with vulnerable people who are seeking support. She was very aggressive and condescending on the phone and in person. She ruined my experience.