Contacting Your Employee Support Programme

There are several ways to contact your Employee Support Programme. Access options include telephone, e-mail, or online. You and your immediate family members can call or e-mail the service 24 hours a day, 7 days a week. Please click on the options below to learn more!

Calling the Service
E-mailing the Service
Visiting the Website
Reporting Issues

Global Phone List

Calling the Service

On the promotional materials, there is a phone number to use to access the service by phone. The phone numbers are also listed on the website. Once you reach the service, a representative will discuss your situation and offer services based on your needs.

Calling a Freephone:

If a freephone number is listed on your promotional materials or on the website, dial the number exactly as it is written. Although the number may look different from other numbers you have seen before, this number will connect you with the service centre.

  • Calling from a mobile phone:
    • If you are having difficulty calling from a mobile phone, please contact your carrier to ask whether freephone calls are permitted.
    • Some mobile phone carriers restrict the types of numbers can be dialled from their network.
  • Calling from a residential fixed-line phone:
    • The most reliable phone line for dialling the service is a fixed-line telephone.
    • Some telephone carriers use internet-based lines, which may block calls placed to a freephone.
    • If you are having difficulty calling from your residential phone, please contact your carrier to ask whether your telephone is on an internet-based line.
  • Calling from an office fixed-line phone:
    • If you are dialling from a fixed line from your office, it is possible that your organisation has a phone system that limits the types of numbers that can be dialled.
    • If you are having difficulty calling from your office phone, please contact your IT department to ask whether the phone system allows calls to be placed to the EAP phone number.

Call us directly and request a call back *

To call from a landline, follow the steps below:

  • Dial your international country code (if you do not know your international calling code, you may locate it here:
  • Dial the appropriate Direct Dial number
  • Once the representative comes on the line, give them your contact details and advise them that you would like a call back.

To call us directly from a mobile, follow the steps below:

  • Press and hold the 0 button, until the + icon appears.
  • Dial the appropriate Direct Dial Number
  • Once the representative comes on the line, give them your contact details and advise them that you would like a call back.

*local conditions may apply whereby facilitation through local operator may be required

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Emailing the Service

You can also send us an email at Just include your name, the company you work for, your country location and a number where we can call you back. If you would like for us to call you back at a later time, you can also include in your email a convenient time for us to call you back.

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Visiting the Website

You may also access the service via the programme website. There are two methods of contacting an Employee Support Programme representative on the website.


LiveConnect is an instant message feature that allows you to chat live with a representative. Simply locate and click on the icon on the website homepage, on the right-hand side of the navigation bar. A chat window will open on your screen.

Contact a Counsellor

Click on the Contact a Counsellor link in the Centres area of the homepage. Please provide your name, company, a brief description of your issue and how we can best contact you.

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Reporting Issues

If you have not been successful reaching the service by any of the above methods, please send us an e-mail to We will follow up with you within two hours. Please note that by reporting an issue, you may be contacted by one of our representatives to collect additional information about your attempt.

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