Confidentiality policy for the women’s helpline and support email service

1 Commitment to confidentiality

We are committed to maintaining the confidentiality and trust of everyone who uses our helpline, email, and related support services. We recognise that privacy is essential for creating a safe environment in which individuals feel able to speak openly.

All information shared with us is treated as confidential and is only accessed by authorised members of staff.

1.1 How we use personal information

Personal data is only shared outside the organisation where:

• the individual has given clear and informed consent, or
• it is strictly necessary on a “need-to-know” basis to provide the service requested.

We do not share personal information with third parties for unrelated purposes.

1.2 Limits to confidentiality

Confidentiality may be broken only in exceptional circumstances, including where:

• there is a serious risk of harm to the individual or others
• disclosure is required by law
• there is a safeguarding concern in line with relevant safeguarding procedures

Wherever possible, we will seek to inform the individual before any disclosure is made, unless doing so would increase risk or is not legally permitted.