Do you keep my information?

We are committed to protecting your privacy. We may keep a record of your name (or the name you wish to use), as well as other information that will help us support you.

You always have the option to use a pseudonym (fake name) if you prefer.

Your information is used to help us improve the Service and provide tailored support.

If you have consented to your call being recorded, we will keep a copy of the call recording. If you have contacted us via the online chat or text message, we will keep a record of the interaction. We use call, text and online chat records to improve our service, and access to them is controlled. The number you used to contact the service via text message will also be retained.

Your information may be shared on a confidential basis between Telstra Health, the Department of Social Services and those contractors and network providers who have been engaged by Telstra Health or the Department of Social Services to provide you with the service.  

Counsellors store your information in a secure record system. This helps us to maintain a record of your interactions with the service. It also means you do not have to repeat your story every time you contact us. For more information, see our Privacy statement.