The PRDA Helpline is confidential. This means we will not share any of your personal details or anything you tell us outside of the PDRA, without your permission, apart from in exceptional circumstances. These exceptional circumstances where we may need to share your details with a third party include:
- A person is at risk of harm.
- A terrorist threat is made.
- We are ordered to share information by law for example, for a court case.
- A caller is continuously abusive towards staff.
If a decision is made to share your details with a third party without your permission in these exceptional circumstances, we will make every effort to keep you informed.
There may be occasions when a call may be listened into by another helpline support worker/staff member, to assist us in training new helpline support workers, to give support to the helpline support worker in particularly distressing calls and to monitor our service to ensure we are giving the best possible service to callers.
When you call or email us, we may ask for your name, but you may remain anonymous if you wish. If you telephone the Helpline, this will show up on your phone bill. We will be able to see your telephone number, which will be kept confidential in PRDA, but if you wish to remain completely anonymous, you can dial 141 before the Helpline number.
If you email us, we will be able to see your email address, which will also be kept confidential within PRDA. If you would prefer to remain completely anonymous, you could set up another email account. We keep a record of contacts to the helpline on our secure database, so that we can continue to support you if you contact us again in the future.