When you phone us, we don’t audio record what you say. Very occasionally, we record calls to help the counselling supervisor can check that our phone counsellors are giving appropriate advice and service. In these cases, we would ask your permission for the call to be recorded first.
Your contact with us is confidential within Child Helpline Cambodia. We will always keep notes about what you have told us including the name that you give us, the problem you’re experiencing, any decisions you make and actions we take on your behalf. These notes are saved on a computer and no one outside of Child Helpline Cambodia can see the information unless the police or the court request it. The reason that we keep notes is so that we can look back at them together if you contact us again. If you call or ask a question online again and speak to a different phone counsellor, these notes will help them understand you better and you won’t need to explain everything again.
You can ask a question here on the Child Helpline Cambodia website if you have an email address. A counsellor will try to reply within one to three days as we sometimes need time to research and prepare the information. If you need general information about a problem, you might also like to read some common questions and our answers.
When you visit the Ask A Counsellor page, we ask you for your name, age, whether you are male or female, and your province, but you don’t have to complete this information if you don’t want to, you can just ask your question if you prefer. All personal information you do give us will will be kept safe and confidential at Child Helpline Cambodia.
You can also ask us to reply in either English or Khmer, which ever language is best for you.
Yes, Child Helpline Cambodia’s phone number – 1280 – will appear in your list of dialled numbers. If you don’t want people to see the number in your list of dialled calls, you should delete it and your mobile phone should give you this option.
No, we don’t know your phone number unless you choose to tell it to us. We receive your calls on a special phone, not a mobile phone, and the caller phone numbers are not displayed. The Child Helpline Cambodia phone counsellor will ask you if you want to give your phone number but it’s up to you if you want to do this. By having your phone number, we can call you back if the phone line is accidentally disconnected or to assist you in an emergency. If you want us to talk to someone else about what’s happening to you, like the police or in person support services, we will probably ask you to give us your phone number so they can contact you.
There may be times when we are very worried about your safety or someone else’s safety and we need to tell someone about what’s happening. If this is the case, we will ask for your phone number so we can get help to you. We have strict guidelines about when we can do this but we would always talk to you first and let you know what is happening.
If you want someone else to know about what is happening to you, you can talk to your Child Helpline Cambodia phone counsellor about what to do next and who else to talk to. We would need to know some more information about you, like your full name and address, your date of birth and the name of your school. If you need time to think about whether or not you want us to tell someone else, just let us know. You can always call Child Helpline Cambodia again later.
You can tell Child Helpline Cambodia as much or as little as you want to. The phone counsellor will ask you if you want to give a first name, but it’s up to you if you want to do this. You can always make up a name if you don’t want to give us your real name. We would ask you to use the same name if you do get in touch with us again so that we know it’s you. If you want us to contact someone to let them know about what is happening to you, we will need to know your full name and some other information about you.
We always want to keep calls to Child Helpline Cambodia confidential within our organisation, but if we are very worried about your safety or the safety of others, we will talk to you about whether other people need to know. We will tell someone else if we think it’s an emergency, someone’s life is at risk or a law has been broken, and we will talk to you about this first.
Confidentiality means not telling anyone else about what you’ve said. It means that you can feel safe talking to us about something that is happening to you, or how you feel about something, knowing that no one else will find out