Is Teenage Helpline Confidential?
Yes, we are! Here at Teenage Helpline we have a strict confidentiality policy. This means that anything discussed between you and Teenage Helpline is kept completely private.
There are some cases in which the confidentiality agreement is exempt. In these cases, the situation will always be discussed with you beforehand. The exemptions are:
- If you ask us to: if you ask us to make a report to somebody on your behalf, (such as to CEOP), we will do so.
- If we believe that your life, or the life of another person, is in danger.
- If you are being hurt by somebody in a position of authority, with access to other minors: such as a teacher, or club leader.
- If you tell us that you are seriously harming, or sexually assaulting, another person.
After discussion, we may decide not to make an exemption.
- Please be aware that we can only submit a report on your behalf to an official body if you live in the United Kingdom (England, Scotland, Wales or Northern Ireland).
The confidentiality agreement stated below is the same as the copy that each member of the Teenage Helpline Team has to sign, which means that all of our staff all have to follow this agreement at all times. Teenage Helpline's Confidentiality Agreement is stated below.
- I will keep a client’s personal details private, I will not share them to third party organisations or use them for any other purpose other than to assist the client.
- I will keep a Teenage Helpline staff member or volunteer’s personal details private, and will not compromise a Teenage Helpline representative’s privacy or security by releasing this information to any client or other third party organisation.
- I will ensure that any personal details of a client or Teenage Helpline representative are only held on secure Teenage Helpline systems, and no unauthorised copies of this information will be made.
- Any communication between Teenage Helpline and a client will remain completely confidential and its contents private. Only authorised members of the Teenage Helpline team will be able to view the contents of any message sent to Teenage Helpline.
- Teenage Helpline will ensure that any client is made aware of any details that Teenage Helpline stores about them, including the manner in which this information is stored and why it has been stored. Teenage Helpline will act in line with the data protection act at all times.
- Teenage Helpline will respect the wishes of any client regarding their privacy, unless any exceptional circumstance (as documented in our policies) requires us to contact an external authority. In this case, Teenage Helpline will provide this authority with any relevant information in a secure manner.
Any member of the Teenage Helpline who fails to comply with these terms will be disciplined appropriately. If you have any further questions relating to confidentiality that are not addressed below, please don't hesistate to contact us!
We don't need any of your details. You can tell us as little or as much as you want, you can even remain anonymous if you want to! Our aim is to support you in whatever you want to talk about, so it is entirely up to you. In most cases any details you provide are not stored. If you request it, your name and e-mail (should you provide it) will be saved into our contact list and you will receive occasional updates through e-mail. Other more personal and sensitive details such as addresses and phone numbers will not be used, and will be deleted immediately unless you request otherwise.
Our conversations will not be shared, unless we feel it is necessary to make submit some form of report on your behalf.
When using the Live Chat feature on our website, the transcripts are saved into a database that can only be accessed by Teenage Helpline Team members. Email correspondence is securely stored on the Teenage Helpline server, and a copy is also stored on your email account.
Questions submitted to be posted publicly on our blog will be visible to anyone who visits the Teenage Helpline website. We will never put your name on the Teenage Helpline website, and all the questions posted will always remain anonymous!