Confidentiality & Data Protection

“Listening, Respecting, Protecting: Confidentiality and Data Security at the Core.”


Greater Manchester 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 anyone outside of our organisation.

If you contact us, we cannot see your phone number or email address.
Full policy download:
Confidentiality Policy V.4

However, in certain circumstances, information can be disclosed.

Under what circumstances may information be disclosed?

If a terrorist threat is made, Nightline will inform the relevant authorities, in line with The Prevention of Terrorism Act 2000.

If authorities request information for legal reasons pertaining to criminal activity, we will disclose information. A court order would be necessary to obtain this information.

Nightline will inform the relevant authorities if there is a risk of harm or neglect to a child (a person under the age of 18).

In specific scenarios, we are able to contact an emergency service at the caller’s request. Only necessary information will be disclosed to the service. This is detailed in specific policies including Safeguarding Children and Suicide.

In cases where the caller is abusing the service, we withhold the right not to adhere to the confidentiality policy. Information regarding these callers may be shared with the Nightline Association, other Nightline organisations, and/or legal authorities.

Abusive callers are callers who:

  • Use the service for sexual gratification.
  • Attempt to manipulate the volunteer.
  • Repeatedly abuse or use inappropriate language with the volunteer, over multiple calls.

Data Protection

Greater Manchester 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, university of study (if disclosed) and the nature of the call.

We don’t record any identifying information about specific calls or callers (unless in the case of a repeatedly abusive caller), and records are destroyed within 12 months.

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