"Is there really that much help out there? From our experience I would say no," mum Lucy (whose name has been changed for privacy reasons) said.

One weekend recently, her 13-year-old son (who we've chosen not to name) became distressed and angry for no reason and began showing aggression towards his family.

Most concerning for Lucy and husband Scott (whose name has also been changed), was that he became so worked up that he was punching walls, pulling his hair out and banging his head against the wall. He was also in tears, not knowing why he felt this way.

"It was very scary and worrying," mum Lucy said.

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So first thing the next day, Lucy and Scott attempted to get help.

But, as they soon discovered, help was not readily available.

First, Scott visited their medical centre to book his son in to see a doctor. However, with a shortage of doctors in Moree, he was told the earliest appointment would not be for two weeks.

He was then sent to the hospital, where Scott explained the situation again.

The staff at the hospital gave him a mental health support number to call, which he did, explaining the situation for a third time, only to be told the woman he needs to speak to is in a meeting and will call him back.

In the meantime, Lucy called their paediatrician, however he was on leave and was unable to help. She also called Centacare Moree, and managed to book her son into headspace to speak to a counsellor the next day.

Eventually, the Hunter New England Health (HNEH) mental health support person called Scott back, and he explained the situation (again).

"She tells him she really can't help and she will send a package in the mail and to go to the hospital," Lucy explained.

When Scott told her that it was the hospital who told him to call her, the woman suggested trying the school counsellor.

However Scott and Lucy had been trying to convince their son to see the school counsellor for some time, but he was not keen to be called out of class in front of his friends.

A few days later they received the 'package' that she sent in the mail, however it was just a dot point list of services and self-help tips.

"It was a joke," Lucy said.

"It said you might need GP support, but we can't get into a GP! It was just a list of services - no offer to help, no offer to support.

"I was really frustrated.

"We just wanted someone to sit there and explain things to us."

Thankfully, Lucy and Scott's son is in a better place following his first appointment with headspace, however after being given the runaround, Lucy fears others in a similar situation might give up on getting help.

"What if there was someone who is doing this on their own, who doesn't have parents or someone that cares for them reaching out for help?" Lucy asked.

"[My son] is so fortunate that Scott and I are there, but what about other kids?

"I'm sure there's other people who have experienced the same thing.

"Most people who are going through this do not jump up and down. This is normally their cry for help and they get the runaround. They are normally in a dark space and getting this runaround only pushes them further and makes them think no one cares and they are not worthy."

After reaching out to the Moree Champion to share her story, Lucy has since been contacted by HNEH which is helping to ensure her son gets the help he needs.

While thankful that she did eventually receive the support she was after, Lucy was disappointed it came a week late and only after contacting the media.

"They were really helpful," she said.

"Just speaking to someone was really helpful, it's just a shame it was a week later."

HNEH Mental Health Services acting general manager Jonathan Holt said their staff will continue to support the family to ensure they receive the most appropriate care.

"We're committed to ensuring young people have ready access to mental healthcare when they need it, no matter where they live," he said.

"There are services available in the local community, and we encourage people living in Moree in need of mental health support to seek help.

"People who feel they're at risk of harming themselves should go to their local emergency department immediately or call '000'.

"The Moree Hospital emergency department can also assess patients via a telepsychiatry service that provides 24-hour mental health assessment and advice.

"People in need of less urgent care can see their GP for a Mental Health Plan and potential referral to a community mental health service in Moree.

"In addition to the community-based services, a School-Link Coordinator works with schools to provide mental health and wellbeing programs, guidance, as well as education for staff and links to local services."

Mr Holt said there are also a range of alternative support services available in Moree, including face-to-face counselling options. These include:

National helplines and websites that are available 24/7 are: