Our service privacy guidelines
We would like to inform you about how Kids Help Phone protects your privacy. Kids Help Phone respects your right to be informed about our policies as they may affect you.
You can be sure that your conversation with Kids Help Phone will remain private. All calls/chats we receive are considered anonymous and confidential.
Confidential means we don’t share your identifying information from counselling conversations outside Kids Help Phone.
Anonymous means our counsellors will not require you to share any identifying information during a conversation. You may choose to give us your name, address and/or your telephone number because you want a counsellor to help you find services in your community, but it is not mandatory to provide this information.
Your safety and well-being are important to us. We take your privacy very seriously.
Duty To Report
Kids Help Phone does not trace calls or Live Chat conversations. We can’t get anyone else involved if you choose to stay anonymous.
However, if you give us information that can identify you and the situation is considered dangerous to you or others, the counsellor is legally obliged to involve an external agency. This is part of our “Duty to Report”.
Our counsellors have a duty to report in the following cases:
- If you tell us that someone is hurting you, has hurt you, or is likely to hurt you in the future, and you also give us identifying information.
- If you tell us you are planning to hurt yourself or someone else, and you have given the counsellor identifying information.
Use of Information:
Kids Help Phone believes you should receive the best possible service at all times. One of the ways we ensure this is to record our calls and chat sessions to be used for training, quality assurance, and evaluation. If you are not comfortable with this just let the counsellor know that you do not want your call/chat monitored. As mentioned, we do not share the content of your conversation beyond the Kids Help Phone team unless we need to do our Duty to Report.
Kids Help Phone uses the comments and opinions you provide through our Feedback survey to help make our service better. Your feedback will always remain anonymous.
If you have questions about the contents of this page please call us at 1-800-668-6868 and ask to speak with a counselling manager.