When you call Kids Helpline we need you to listen to a recorded message before you talk with a counsellor. This message explains some important things about phone counselling.
The message says:
‘Hi, welcome to Kids Helpline. A counsellor is waiting to talk with you. However, we've got to let you know that your chat with us may be recorded or monitored for training and quality reasons. Please remember that your call is private and you don't have to tell us your name. If you want to hear more about what we do with the information you tell us or how you can access it, just ask your counsellor when you come off hold.’
When Kids Helpline gets really busy, sometimes we will need to put you on hold until a counsellor is available. When this happens, you will hear other recorded messages explaining what is going on and telling you more about Kids Helpline.