Caller Policy

Warwick Nightline wants every caller to feel they can talk about anything. Because of this, confidentiality is one of our core principles. We won't disclose anything our callers say to any other person or organisation.

However, in certain circumstances, information can be disclosed. This is only when:

    • - A terrorist threat is made. This is due to The Prevention of Terrorism Act 2000. In the case of such an instance, Nightline will inform the caller that they are obligated to report the incident to the police.
    • - The authorities request information for legal reasons pertaining to criminal activity.
    • - In circumstances where a caller is considered to be abusing the service, we reserve the right to break confidentiality and share details of that caller with other Nightlines, with the police or with some other authority.
    • -You ask us to call an external service for you, such as an ambulance. Only information necessary to do this will be disclosed.

If you call us, we cannot see your number. However, our number may appear on itemised phone bills.

If a caller is suspected to abusing the service, a second volunteer may listen into the call.

If you email us, we will be able to see your email address. We will only use this to reply to your message, and won't keep it for any longer than is necessary. This information remains completely confidential.

Warwick Nightline keeps basic records of emails and calls in order to generate statistics about the use of the service. This includes the date, time and length of calls, the gender of callers and the nature of the call. We don't record any detailed information about specific calls or callers, and records are destroyed within a year.