Confidentiality Policy


Confidentiality matters

It is Parentline’s intention to ensure that you can discuss your individual situation in complete privacy. We believe that confidentiality provides a safe place for you to look at often difficult situations in your life and discuss feelings, opinions, options, or potential courses of action and consequences. We believe that by you taking the time to discuss your life situation in a safe setting, it can and will lead to calmer, more informed and rational responses to those situations and an increased sense of well-being and support.

Keeping confidence

Every effort is taken by Parentline to ensure that your affairs are treated with absolute confidentiality. We want you to feel safe while talking to us so we don’t share anything you say, or any of your personal or contact details, with any other person or organisation. There are a few exceptional circumstances to this which are listed below.

Telephone Helpline callers

As it is you who initiate contact with Parentline through the Helpline, you remain in control of any information you give to us. We don’t know your contact details and you do not even have to give us your name. (Some callers prefer to make up a first name and others don’t mind giving their real first name.)

Our service is designed so that we can’t see your phone number when you contact us. The only way we’ll know your contact details is if you give them to us. Often callers will leave their name and a contact number on our answering machine for us to call back. Contact numbers are not kept on record after a call back has been made.

  • We understand you might want to keep the fact you’ve contacted us private. If this is the case, you might like to know that:
  • When you call us, your number will not appear as caller ID or on itemised phone bills.
  • When we call you our number is also withheld.
  • We do share some anonymous information within Parentline, as we work as a team.
  • We do record statistical information about calls which assists us in providing a better service. This information can include time, gender and a general categorisation of topics discussed. Names and numbers are not recorded.

Exceptions to confidentiality

There are a few exceptional circumstances by which Parentline may be obliged to contact statutory services and break confidentiality. The circumstances are listed below. Also please note that Parentline provide their services in line with the Children’s First Act.

The only times Parentline will break confidentiality are if:

  • You request us directly to pass on information about yourself to someone else.
  • You inform us about a person or persons who are in danger.
  • We receive a court order requiring us to share information.
  • We receive a call about acts of terrorism or bomb warnings.
  • The safety of our volunteers or service is threatened.

(The above assumes we have been given identifiable information).

Please do not hesitate to contact us if you require any clarification on this policy,