When you use our Web or Email Counselling services what is written during this time is not shared with any person or organisation outside of Kids Helpline. The only time this would be different is if you told us something that was a "Duty of Care" situation.

• Someone is hurting you or not looking after you properly
• You are seriously thinking about hurting yourself
• You have hurt, or are seriously thinking about hurting someone else
• If we have significant concerns about your health and safety

If you tell us about one of these things, the counsellor will let you know that they are concerned and will work with you to try and make sure that you and others are safe. This may mean that the counsellor will encourage you to give enough information about yourself (like your name and where you are) so that we can act to try to make sure you and others are safe.

Close confidentiality

If you are working with a counsellor over a period of time sometimes the counsellor will need to check back to see what happened in earlier sessions. This means that Kids Helpline needs to keep a record of your counselling sessions. These transcripts are securely stored on Kids Helpline premises at all times.

Close information keeping

Something else to think about is how secure your messages are on the Web. There are hackers and viruses out there and it can never be TOTALLY secure or private. We want you to know we have no control over hackers or viruses through this site however we make every effort to ensure the information we store is kept secure.

Close security