The service began in Queensland in March 1991 and progressively expanded into the other states and territories, becoming a national service with the launch in New South Wales in May 1993. The service is available 24 hours a day from anywhere in Australia. An average of 30,000 children and young people call Kids Help Line each week less than half of these calls are able to be answered. Females make almost three-quarters of calls and sixty percent of callers are younger than 15. All calls are treated with respect.
Callers have direct access to counsellors and can choose to speak to a male or female counsellor.
They are able to call back and speak to the same counsellor as they work through their issues. A quarter of callers say they have used the service before. The service is busiest between 3pm and 9pm weekdays and during weekends and school holidays. At these busy times callers may have to wait for some time in a queue before getting through to a counsellor. The length of calls varies from only a few minutes for enquiries and questions, to as long as an hour for serious issues such as self-harm and mental health.