General Questions


I have signed up for the BETTER Research Program, but no one has contacted me yet. What should I do?

Answer: The BETTER Research Program is an International study being run from Australia, so with time differences it may be up to 3-4 days until we receive your submission. There may also be times where we are experiencing high volumes of people joining the program. We will try to contact you as soon as possible to let you know if there will be delays in you starting the program. If you have not heard from us after 5 days of signing up, please feel free to send us a message clicking here to Contact Us.


I have sent a message using “Contact us” and no one has responded to me yet. What should I do?

Answer: The BETTER Research Program is an International study being run from Australia, so with time differences it may be up to 3-4 days until we receive your submission. We aim to respond as quickly as we can, but we are a research team and not a commercial product so please do be patient. If you have not heard from us after 5 days of your original message, please feel free to send us a follow-up message by clicking here to Contact Us.


Website Questions


The videos in the website are not playing or playing slowly. What should I do?

Answer: The videos on the BETTER website are hosted on Vimeo. Sometimes there can be a connection problem between the two websites. Sometime refreshing the page can fix the issue. The speed in which videos play is dependent on your internet connection. If your internet connection is slow or there is a high volume of internet traffic in your area, you can always download the transcript of the video to read through.


Does BETTER use a lot of internet data?

Answer: Watching videos on websites uses more data than doing other things on the internet. Each video uses approximately 30MB/min of data. If you do not wish to use this much data, we have provided transcripts of each video that can be downloaded.


I want to change my details. How do I do this?

Answer: To change your username, your display picture, or any other account details, you need to go to the “Settings” area, which you can access by clicking on “Profile” located to the top of the page. Make any changes you wish and click “Save”.


Who can see what I type into the BETTER system?

Answer: All the information you put on the website is private and secure. Only website administrators, you, and your coach, if you choose to share information with them, will have access to your information. Your forum posts and comments will be able to be viewed by other users on the website and forum moderators – these are marked on the site as “Public”. Exercises that you do can be shared with your coach on the site, but only if you choose to – these are marked on the site as “Private”. Otherwise, only you can see them. All of your activity on the site is logged and this may be accessed by the research team for research purposes only.


How long can I access the BETTER website for?

Answer: You can access the website for a period of 3 months. You will be informed just prior to the end of your 3-month access period to enable you to save any of the information you have entered into the site.


I have forgotten my password. How can I change it?

Click on “Login” and “Request new password” and enter your email address. A link to reset your password will be sent to that email address. Click on the link and enter your new password, then go to the bottom of the page and click “Save and log in”.


I am experiencing technical difficulties (e.g. chart not working). What should I do?

If you are experiencing any problems with the site please do let us know by sending us the details using “Contact us”. The website has been created for this research project and is not a commercial product, so while we endeavour to fix any issues quickly please do be patient.


Content Questions


Why can’t I access all of the topics?

Answer: You will receive access to a new topic each week over a 4 week period and be notified when each new topic is available. The topics that you have not yet received access to are greyed out until you receive access.


Can I complete an exercise more than once?

Answer: You can complete an exercise as many times as you like and the BETTER website keeps a log of all of your previous answers. The exercises are private and get saved to your own personal profile.


Where can I find the exercises that I’ve completed?

Answer: All of the exercises that you complete get stored in the BETTER system. You can either go to the place where you originally completed the exercise and you will see a log of your previous answers, or you can go to "My Area", and you will find key exercises compiled under “My Wellness Plan”. You can change what you have written at any time by clicking “Edit”, and you can remove what you have written by clicking “Delete”.


I want to show someone an exercise I have completed. How do I do this?

Answer: You can share exercises you have done with your Coach on the website by clicking the “Share” button at the next to the exercise task. You need to type the name of your coach into the "To" field. If you want to show your medical practitioner or supports you can print out the exercise by clicking the “Print” button.


Coach Questions

What can my coach see/access?

Answer: Your personal coach cannot see or access any of the exercises you complete in BETTER, your Charts or Journal, unless you choose to ‘Share’ these directly with your coach.


How can I share exercises or journal entries with my coach?

Answer: Click the “Share” button at the next to the exercise task. You need to type the name of your coach into the "To" field.


Is what I share with my coach confidential?

Answer: Your messages are confidential. However, please note that these messages may be reviewed by a supervisor to ensure that your coach is giving you the best possible support.

The only time confidentiality is not guaranteed, and your messages may be viewed by others, is if there is a risk of harm to you or someone else identified.


Is my coach like a counsellor/therapist?

Answer: No, your coach can only help you with the content and exercises on the site. They can explain ideas, work with you on issues or concerns about the content, direct you to relevant activities, and help you brainstorm and tailor exercises.

However, they are not able to help with therapeutic issues like a counsellor or a therapist would, and if this type of support is likely to be useful, they will direct you to appropriate supports. If you experience an emergency or require urgent support, please contact your mental health practitioner or local emergency service.


How often will my coach message me?

Answer: Your coach will respond to you once each week for your first 5 weeks in the BETTER program. You can send as many or as few messages as you like, and share as many activities as you wish. Your coach will respond to all of your questions, concerns and shared activities in this weekly message to you.


How long will I be in contact with my coach for?

Answer: You will be connected with your coach for the full 5 weeks of the intervention, and they will let you know when you can expect your coaching relationship to finish. After this, you can access the site and forums for the full three-month period, but you won’t be able to access your coach (so make the most of them in this 5 weeks!)

Please note that your coach will not be in contact with you in ‘real time’, at times it could be up to a week before your coach sees your message and gets back to you.


How do I make the most out of the coaching?

Answer: The personal coach is there to guide you through the BETTER website and help you to make the most out of the content in the program. There are many ways to use the coaching. You can ask questions to clarify or better understand the content or let the coach know if you are having any difficulties with the material or putting it into practice. You can share your exercises or journal entries (any or all) with your coach. You can share your experiences and reflections of working through the program. We highly recommend that you actively engage with your coach to gain the full benefit of the program. However, it is always important to progress through the program on your own pace.


Who should I contact if I have a concern about my coach or something they’ve said?

Answer: You can click Contact Us to let us know about any concerns you have about BETTER in general, including those relating to your coach.


Contacts Questions


I accidentally sent someone a contact request. What should I do?

Answer: Pending contact requests are shown in “My Area, under “My Contacts”. If you have sent someone a contact request by accident, you can just select “Remove” in their contact box.


I have sent a contact request to someone but they haven’t responded. What should I do?

Answer: Your contact request will stay as pending until the person accepts your request. If the person has decided not to accept your request it will disappear from your contacts area. If it is still present in your contacts area, it may be that they have not logged on for a while and have not received your request.


I don’t want to have someone as a contact anymore. How do I remove them?

Answer: Just click “Remove” in their contact box.


My Coach hasn’t responded to my message. What should I do?

Answer: You have access to your Personal Coach for a 5 week period. You can send as many messages to your Personal Coach during this period, but your Coach will send one message back to you each week responding to any of your messages over the 5 week period.  After the 5 week period your Coach will no longer be available to respond to messages.


Forum Questions


I found a comment on the forum upsetting or offensive. What can I do?

Answer: If you click on “Flag as inappropriate” in the box with the comment you found upsetting or offensive, this will be reported to the forum moderator who will then make a decision about whether or not to remove the comment. 


How can I contact a person from the forum?

Answer: If you click on the person's username above their forum comment and then click "Add to My Contacts" it will send them a contact request. If they accept that request, you can then send messages to them within the system from the "Messages" area. Please note that these messages will not be moderated. If at any stage you feel uncomfortable about the messages from a contact, you can always delete them (see above).


Research Questions


Can I use the BETTER website without being involved in research?

Answer: At this stage access to BETTER is only available to people who are involved in research project for BETTER. If you would like more information about being involved in BETTER research you can click here to Contact Us.


What should I do if I don’t want to take part in the research anymore?

Answer: You are able to withdraw from participating in research at any time. If at any stage of the research study you no longer wish to participate in the research click here to Contact Us.


What if I’m having trouble with the online questionnaires?

Answer: If you are having any difficulties completing the online questionnaires, click here to Contact Us.


Who has access to the data that you collect from me over the phone and the online questionnaires?

Answer: The research data that we collect from you over the phone and through the online questionnaires is stored securely and is deidentified (does not have your identifiable information with it) and can only be accessed by members of the research team.