What Questions Should You Ask a Rehab Referral or Coordination Service?

It is 1 a.m. and you are about to call a rehab referral service, though you may not know it yet. Your brother has not come home, his phone is switched off, and when he finally walks in he can barely stand. You open your phone and type “rehab near me”. The first result is an ad with a big green call button. A calm voice answers on the second ring, asks a few questions, and within ten minutes recommends a centre, quotes a monthly fee and offers to send a vehicle in the morning.

It feels like help arrived. But when you hang up, can you say who you were actually talking to? Was it an independent adviser with no stake in the outcome, a sales line for one centre, or an agent paid for every admission they arrange? This guide is about asking those questions before you agree to anything.

Quick answer

Before trusting any rehab referral service, ask five things: who owns it, how it is paid and whether that payment depends on which centre you choose, who assessed your relative and what their qualification is, what happens to your family’s information, and what the service will do after admission if something goes wrong. Clear, specific answers are a good sign. Vague ones are a reason to slow down.

None of this means every rehab referral service is bad. Some coordinators save families days of confused calling. The point is simply to know whose voice is on the line, so that the advice you get at 1 a.m. still makes sense at 10 a.m.

What a rehab referral service actually is

“Referral service” is a loose label in India. It can describe a government helpline, a website that lists dozens of centres, a person who personally places patients, or a coordinator inside a hospital. It can also describe something that only looks neutral: a centre’s own call team using a generic name such as “De-Addiction Help Centre” or “Rehab Helpline India”.

These are very different things, even when each one calls itself a rehab referral service on the phone. The table below sets out the common types, who usually pays them, and what to watch for. “Usually” matters here; arrangements vary, which is exactly why you ask.

Type	Who usually pays them	What to watch
Government helpline (such as 14446)	Public funds; free to the caller	Gives counselling and points you to services; it does not usually book a private bed for you
Online listing or comparison site	Centres, through paid listings, ads or per-enquiry fees	The “top” results may be the ones paying most, not the best fit
Independent placement agent or coordinator	Either the family (a flat fee) or the centre (a commission), sometimes both	Whether the recommendation shifts towards whoever pays more
Hospital-attached coordinator or social worker	The hospital, as part of discharge planning	Usually more accountable, but may have a short list of tie-up centres
A centre’s own call team branded as a “helpline”	The centre itself	Every road leads to the same centre or its group, while it presents itself as neutral

A fair word about us: Second New Life is a treatment provider in Delhi NCR, not an independent referral body. If you call our number, you are talking to a centre. That is exactly the kind of thing you deserve to be told plainly, so ask any helpline whether it is independent or run by a centre, and that includes when you call us.

How rehab referral services make money

Nobody works for free, and that is fine. What matters is whether the way a service is paid could tilt the advice you receive. There are no reliable public figures for how these arrangements work across the industry, so treat the following as general patterns, not rates.

Per-admission commissions

Some agents and helplines are paid by a centre only when a patient is actually admitted. This can be a one-time amount or a share of the first month’s fee. The risk is obvious: a coordinator earns nothing if you decide to wait, choose outpatient care, or go to a centre that does not pay them. That does not make every commission-based coordinator dishonest, but it is a pull you should know about.

Lead or enquiry fees

Listing sites and call centres sometimes sell your enquiry to one or several centres. You fill a form once and then receive five calls from five centres the next morning. The site may never have checked any of them. If your phone suddenly fills with rehab calls after one enquiry, this is probably why.

Flat fees paid by the family

A smaller number of coordinators charge the family directly for their time, such as for researching options, arranging visits or handling paperwork. If the family is the only one paying, the incentive leans towards your interests. Ask whether they also receive anything from centres, because some take money from both sides.

Free government lines

The national toll-free de-addiction helpline, 14446, is part of the government’s Nasha Mukt Bharat Abhiyaan, which describes it as offering first-level counselling and referral. The same campaign supports Integrated Rehabilitation Centres for Addicts (IRCAs), which are residential de-addiction centres supported by the ministry. A government line has no commission to earn, though it may not be able to arrange a private admission for you tonight.

Commission fees are not necessarily hidden from you on purpose. Many families simply never ask a rehab referral service how it is paid. The questions below make it normal to ask.

The question bank: what to ask a rehab referral service

You do not need to ask a rehab referral service all of these on one call. Pick the ones that matter most, write down the answers, and notice how the person reacts to being asked. A confident, transparent coordinator will not mind. If you have never made one of these calls before, our guide to the first rehab admission call covers the basics of what a centre should ask you in return.

Group A: Who are you, and who owns you?

1. “What is the registered name of your organisation, and can you send it to me on WhatsApp or email?” Why it matters: a real business can give you a legal name, not just a brand name from an ad.
2. “Are you independent, or are you owned by or linked to any rehab centre or group?” Why it matters: a centre’s own call team presenting as a neutral helpline is the most common source of confusion.
3. “How many centres do you work with, and where are they?” Why it matters: a “network” of two centres owned by the same people is not really a choice.
4. “What is your name and role, and who is your supervisor?” Why it matters: you want a named, traceable person, not an anonymous voice who changes every call.
5. “Do you have an office address I can visit?” Why it matters: a coordinator who is only a phone number is hard to hold to anything later.

Good answer: “We are XYZ Health Services Pvt Ltd, we are not owned by any centre, and we currently work with eleven centres across Delhi NCR. I’ll send you the list.” Worrying answer: “We are a free national helpline, sir, don’t worry about all that.”

Group B: How do you get paid, and does that change your recommendation?

6. “Do centres pay you when a patient is admitted through you?” Why it matters: this is the single most useful question, and a yes is not a deal-breaker as long as they say it openly.
7. “Is the amount the same for every centre you recommend?” Why it matters: if one centre pays more, you want to know whether that centre keeps coming up first.
8. “Will the fee I pay the centre be higher because I came through you?” Why it matters: some families find that the direct price was lower; ask the centre too.
9. “Do you charge us anything, now or later, for any reason?” Why it matters: “free” sometimes turns into an “arrangement charge” or a transport bill on admission day.
10. “Would you tell me if outpatient care or a hospital was a better fit, even though you don’t earn from that?” Why it matters: an honest coordinator will sometimes recommend against residential rehab altogether.

Fees are a separate conversation from referral payments, but they overlap. Our page on rehab cost in India explains what usually goes into a monthly fee, which helps you spot a quote that has been padded.

Group C: Who assessed my relative, and are they clinically qualified?

11. “Who on your team decided this centre suits my relative, and what is their qualification?” Why it matters: a sales executive matching budget to location is not an assessment.
12. “Has a psychiatrist or doctor spoken to my relative, or only to me?” Why it matters: withdrawal risk, other medical conditions and mental health problems need a clinician, not a call script. See our page on medically supervised detox for why this matters.
13. “Did you ask about past withdrawal fits, confusion, other medicines or medical conditions?” Why it matters: these decide whether a person needs medically supervised detox or a hospital first.
14. “Will the centre do its own assessment before admission, and can they refuse if it is unsafe?” Why it matters: a good centre reassesses; a placement that skips this is risky.
15. “If my relative has depression, psychosis or another condition as well, which of these centres can actually manage that?” Why it matters: not every centre is equipped for dual diagnosis treatment, whatever the website says.

If a family doctor or psychiatrist has already seen your relative, their opinion carries more weight than a helpline’s. Our article on getting a doctor’s referral for rehab explains how that route works, and how to bring the doctor’s notes to whichever centre you choose.

Group D: What happens to our information?

When you call a helpline at night, you often share a great deal: your relative’s name, substance use, mental health history, maybe a past suicide attempt, your address and your budget. That is sensitive information about health, and families rarely ask where it goes.

16. “Are you sharing my relative’s details with any centre right now, and which ones?” Why it matters: you should decide who gets this information, not discover it when strangers start calling.
17. “Will you send our details to several centres to get quotes?” Why it matters: this is how one enquiry turns into a dozen sales calls.
18. “How long do you keep our information, and can I ask you to delete it?” Why it matters: India’s data protection law gives individuals rights over their personal data, and a responsible service should be able to explain its practice.
19. “Are these calls recorded, and who can listen to them?” Why it matters: a recorded call about a family crisis is sensitive in itself.
20. “Do you have a written privacy policy I can read?” Why it matters: a link to a real policy, even a short one, signals that someone has thought about this.

The government’s data protection framework on the MeitY website is where the Digital Personal Data Protection Act and its rules are published. You do not need to read the law to ask these questions; you only need to expect a straight answer.

Group E: What do you do after admission?

Many referral relationships end the moment the patient walks in. That is when families often need help most. Before you agree, find out whether this rehab referral service stays involved, and in what way.

21. “Will you follow up with us after admission? When, and how?” Why it matters: a check-in at one week and one month tells you whether the service cares about outcomes or only admissions.
22. “If we have a complaint about the centre, what will you do?” Why it matters: a coordinator who has a commission relationship with a centre has some leverage, if they choose to use it.
23. “If the centre turns out to be wrong for my relative, will you help us move, and will that cost extra?” Why it matters: changing centres mid-way is stressful; knowing the plan in advance helps.
24. “Who is responsible if something goes wrong at the centre: you or them?” Why it matters: in most cases the treating centre carries clinical responsibility, and you should understand that before signing.
25. “Can I get your recommendation and the reasons for it in writing?” Why it matters: a written recommendation is easier to compare, question and share with a doctor.

The question of accountability once a booking is made deserves its own careful read. Our sister guide on who is responsible when a rehab books you into a partner centre explains how responsibility usually splits between the booking party and the treating centre, and what to get in writing. If a move does become necessary, see changing rehab centres mid-treatment.

Answers that should make you pause

One odd answer from a rehab referral service is not proof of anything. A tired coordinator at 2 a.m. may simply phrase things badly. But a pattern of the answers below is a reason to stop, take a breath and check things for yourself.

• “We are a government-approved helpline.” Ask approved by whom, and for what. The national de-addiction helpline is 14446; a private number using similar language is not the same thing.
• “There is only one bed left, you must decide tonight.” Urgency is sometimes real, but it is also a classic pressure tactic. A genuine medical emergency goes to a hospital or 112, not a sales call.
• “We don’t take any money from anyone.” Possible, but ask how the service pays its staff. If they cannot explain, the money is coming from somewhere you cannot see.
• “You don’t need to visit; we will handle everything.” Visiting or at least video-calling the centre is your right. Resistance here is a warning.
• “Our doctor has assessed him from what you told me.” A clinician cannot properly assess someone they have never spoken to.
• “Pay the advance to our account and we will pass it on.” Pay the treating centre directly and get a receipt in its name.
• “The centre is registered, trust us.” Ask for the registration details and check them yourself.
• “Our centres have a 95% success rate.” Recovery figures without a definition or source mean very little.
• “We can pick him up even if he refuses.” Forcibly taking an adult raises serious legal and safety issues. Stop and get proper advice.

Several of these overlap with the patterns described in our guide to rehab advertisement warning signs. The Central Consumer Protection Authority has also issued guidelines on misleading advertisements, which are useful background on why exaggerated claims and hidden conditions are a consumer concern.

On registration in particular: under Section 65 of the Mental Healthcare Act 2017, a mental health establishment needs to be registered with the relevant mental health authority before it runs. Our step-by-step guide on how to verify a rehab centre’s registration shows what to ask for and where to check.

When going direct to a centre is simpler

A rehab referral service is a layer between you and the people who will treat your relative. Sometimes that layer helps. Sometimes it just adds another phone number. Going direct often makes more sense when:

• You already have a shortlist. If a doctor, relative or friend has suggested two or three centres, call them yourself and compare.
• You live close by. If the centres are within an hour of home in Delhi NCR, you can visit them in a weekend without a coordinator.
• Your relative is medically complex. Withdrawal seizures, liver disease, heavy benzodiazepine use or a serious psychiatric condition need a direct clinical conversation, not a relay through a middleman.
• The coordinator keeps steering you to one place. If every option leads to the same centre, you may as well speak to that centre directly and ask your questions there.
• You want to negotiate or clarify fees. A centre can explain exactly what is included; a coordinator may only know the headline number.

Going direct does not mean going alone. Ask each centre for a written proposal, then lay them side by side. Our guide to comparing rehab treatment proposals shows how to line up programme length, staffing, medical cover and costs, and why a written treatment plan matters more than a phone promise.

How a good rehab referral service can genuinely help

It would be unfair to treat every coordinator as a problem. A good rehab referral service can be a real support, particularly for families in some situations.

• Families living far away. If you are in Dubai or Bengaluru and your father is in Ghaziabad, a coordinator on the ground can visit centres, check basics and report back honestly.
• Bed shortages. A coordinator who knows which centres have space this week can save hours of calling, especially around festivals or weekends.
• Paperwork and logistics. Help with documents, insurance TPA questions, transport planning and admission timing is genuinely useful when the family is exhausted.
• A second pair of eyes. An experienced coordinator may notice things a frightened family misses, such as a centre with no night-time medical cover.
• Follow-up. The best ones stay in touch after admission and help with aftercare planning and complaints.

What separates these coordinators from the rest is transparency. They tell you how they are paid, show you more than one option, encourage you to visit, admit what they do not know, and send things in writing. A rehab referral service that welcomes your questions is usually one worth keeping.

Reviews can help too, but read them carefully; referral sites sometimes host reviews they also curate. Our guide on how to read rehab reviews explains what to trust and what to discount. And if a coordinator’s recommendation does not sit right with you, it is reasonable to get a second opinion on the rehab recommendation from a doctor or another centre before you commit.

A one-page call script for any rehab helpline or booking agent

Keep this on your phone’s notes or print it. You can read it out almost word for word. It works with a rehab booking agent, a listing site’s call team, a hospital coordinator or a centre’s own helpline, including ours.

Opening

“Before we go into details, I’d like to understand who I’m speaking with. I’m taking notes so I can compare a few options.”

Identity

• “What is your organisation’s registered name, and your name and role?”
• “Are you independent, or linked to a particular centre or group?”

Money

• “Do you receive any payment from the centre if we are admitted through you?”
• “Is there anything we will pay you, now or later?”
• “Will the centre’s fee be the same whether we come through you or go direct?”

Assessment

• “Who will assess my relative, and what is their qualification?”
• “Will the centre do its own medical assessment before admission?”

Information

• “Please don’t share our details with any centre without asking me first.”
• “Can you send me your privacy policy?”

After admission

• “Will you follow up after admission, and what happens if we have a complaint or want to move?”
• “Can you send me your recommendation and reasons in writing?”

Closing

“Thank you. I’ll speak to my family and call the centres directly before deciding.” Then do exactly that. A genuine coordinator will be fine with it.

If your relative is in danger right now, such as unconscious, having a seizure, extremely confused or talking about ending their life, do not wait for a coordinator. Call 112 or go to the nearest hospital emergency. For mental health support at any hour, the government’s free Tele-MANAS helpline is on 14416, and the national de-addiction helpline is 14446.

Frequently asked questions about rehab referral services

Is a free rehab helpline really free?

It is usually free to you, but someone pays for the call centre. Government lines such as 14446 and Tele-MANAS 14416 are publicly funded. Private “free” helplines are often paid by centres through commissions or lead fees, or are run by a centre itself. That is not automatically wrong, but you should ask who funds the line before trusting its recommendation.

How do rehab referral services make money?

Common arrangements include a commission from the centre when a patient is admitted, fees for passing enquiries to centres, paid listings on comparison sites, or a flat fee charged to the family. Some combine these. Since practices vary and are rarely published, the simplest approach is to ask directly whether the service is paid by centres, and how.

Are rehab coordinator fees worth paying?

They can be, especially if your family lives far away, beds are scarce, or you need practical help with paperwork and visits. Before paying, ask exactly what the fee covers, whether the coordinator also receives money from centres, and whether follow-up after admission is included. Get the terms in writing and pay against a receipt.

Is a rehab placement service in India regulated?

Treatment centres themselves are covered by the Mental Healthcare Act 2017 and must be registered with the mental health authority. Referral and placement agents are a different matter and are not specifically regulated as treatment providers. General consumer protection and data protection laws still apply, so keep records of what you were promised and check the centre’s registration yourself.

Should I use a rehab referral service or call a centre directly?

If you already have a shortlist, live nearby, or your relative has complex medical needs, calling centres directly is often simpler and clearer. A rehab referral service helps most when you have no starting point, are coordinating from a distance, or need help finding an available bed quickly. Either way, ask the same questions about assessment, cost and aftercare.

What if the helpline I called turns out to be run by a centre?

That is common and not necessarily a problem, as long as they are honest about it. Treat the call as a conversation with that centre, not a neutral comparison. Ask your questions about qualifications, registration, fees and aftercare, then speak to at least one or two other centres before deciding, so you have something to compare against.

Before you say yes

The calm voice at 1 a.m. may be exactly the help you need, and a good rehab referral service can be. But it may also be someone with a quota to fill. You will not know until you ask, and asking is not rude; it is part of looking after your relative. Write the answers down, check the centre yourself, and give yourself the morning to think if the situation is not an emergency.

If you would like to talk through your family’s situation, you can contact the Second New Life team. Remember that you are speaking to a treatment provider, so feel free to ask us every question on this page as well.