• 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.

• What are the benefits to the enhanced online request portal?

This new portal provides added benefits and further streamlines the request process. Key benefits include: 

-A secure portal with Multi-Factor Authentication (MFA) protecting both your and your client’s details.
-Real time status updates on request progress and outcomes to keep you informed.
-Ability to save requests in draft form 
-Manage your profile 
-Update client details  
-View all patients’/carers’ requests at your treatment centre/organisation 
-Increased efficiency with less time spent following up directly with CCNSW 

• How do I access the secure request portal for the first time?

When accessing the request portal for the first time, you will be asked to register. This is a one-time registration. Once you register, our team at CCNSW will verify your account. (may take up to 24 hours for new requesters). Once verified, you can simply log in securely each time using multi-factor authentication (MFA).

• As a registered user, how can I access and use the portal?

To access the portal, simply log in using your email address and password. A secure code will be sent to your registered email address. Enter this verification code to complete the log in process. Once logged in you can:

-Complete your personal profile
-Enter the details of a new patient or carer.
-Check updates on patients and carers for whom you have submitted requests.
-Access draft requests to complete a support request.
-Search for patients or carers under “Your organisation” to see if they have previously received support or if a colleague has already submitted a request.

• How do I submit a request for support?

To request support for a patient or carer, select “Submit a new request” and enter the required information as prompted by the system. For existing patients, you can submit additional requests as needed. For new patients, enter their details first. Once all information is entered click ‘submit’ to complete your request. If you are unable to complete all the information you can save it as a draft and return at a convenient time to complete and submit.

• 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?

A benefit of our secure portal is that it allows you to log in and receive real time status updates including if we have contacted your client, eligibility status, progress updates and how your patients were supported. Whilst we aim to contact your client within 3-5 working days of receiving your request (unless marked as time-sensitive), contact timeframes may vary based on the type of support requested and can extend during high-demand periods. Additionally, we may experience difficulty in contacting your client. If you have further questions, please contact Client Services on 1300 360 541 or [email protected] Monday to Friday 9am-5pm. 

• Why does the portal time out and log me out?

For security reasons, we understand you may be called away from your device unexpectedly. To protect sensitive information, the system is designed to log you out after a certain period of inactivity. This best practice ensures that both your data and your clients’ data remain secure.

• 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. Watch this 4:45 minute video to learn how to use the portal effectively.

• How can I arrange support for a patient where it is time sensitive?

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 has a limited prognosis and requires a Will, client is facing bankruptcy or eviction, or client has been dismissed from their employment),
- The client requires help to arrange accommodation within 48 hours

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.