Information about your privacy using live chat
We have taken extensive measures to protect your privacy, and to ensure that your live chat session is safe and confidential.
Our live chat emotional support is an anonymous service. You will never be asked for, and should not provide, any personally identifying details, such as your name or email address. If you wish to provide a name whilst chatting to our operators, this should either be your first name only or an alias.
The information disclosed by you to our operators during your live chat session is intended to be a private conversation. We do not read or save transcripts of the live chat sessions. All chat transcripts are deleted by our Online Services Coordinator immediately after each day’s session has ended.
Our operators do not take notes of live chat sessions. Operators will only record the type of support or information provided to you and how long the chat lasted for. This information will not identify you personally, will not identify information you may have provided, and is only collected for monitoring and reporting purposes.
We may be required to report information should we believe a child or vulnerable or disabled adult be at risk of serious or immediate harm. If you disclose such circumstances, and provide information that could lead us to identify your name and location, we may have to report such information to the appropriate authorities.
At the end of each session, you will be asked to provide basic demographic information, such as your age, gender and ethnicity. Any information that you provide will not be seen by the live chat operators. No personal information will be requested. This information is requested for monitoring and reporting purposes, and is provided on a voluntary basis.