Confidentiality Statement

All calls to the helpline will be confidential and no data personally identifying callers will be retained without the permission of the caller except where the caller asks to be put in touch with a provider. In that instance, the details will be logged to ensure continuity, but will be destroyed after 12 months.

All calls will be given an anonymous reference number and logged: the statistical data derived from anonymous reference may be used to inform studies of the pilot project by the Government in consultation with users, providers and academics.

In the interests of training, security and to protect staff and callers, calls may be monitored but personal information arising from calls, including recordings or transcripts, will be treated as attracting legal professional privilege and will not be made available to external organisations except in accordance with a court order.