If your life is in danger, call the police at 110
TELL Chat Terms and Conditions & FAQ

Anyone who can speak English and needs someone to talk to,  can call the Lifeline  7 days a week between 9am – 11pm on 03-5447-0992, or if you are 13 years of age or older, you can chat live with us on Friday, Saturday and Sunday evenings from 10.30pm – 2.00am

You will chat live with one of  our trained Support Workers about whatever difficulties you may be facing, no matter how big or small and we will:

  • believe you
  • help you to sort things out in your own way
  • talk to you about resources and who else may be able to help
  • explore safety plans

If a Support Worker feels you are in danger, they will speak with you about accessing emergency services, and/or additional contact information to ensure your safety and work with you to create a safety plan if necessary.

What we won’t do

  • Tell you what to do
  • Judge or criticize
  • Chitchat
  • Ongoing counseling

TELL Chat etiquette

  • Use a computer/tablet/smartphone with a strong internet connection to minimize disruptions.
  • Use respectful language
  • Stay focused on the chat and respond promptly and limit multitasking
  • If you need to step away from your computer, let us know or end the chat and come back when you have more time.


Are all TELL Chat communications secure and confidential?

We take your privacy and security very seriously. Security controls, including encryption and authentication, are in place to ensure the protection of your information. Any information provided by you or collected on you will not be shared or disclosed with any third party.

The confidentiality and security of chats is ensured through the TELL Chat software provider, which uses the same encryption and data protection standards required by major financial institutions to transact business with each other. All of your communications are securely encrypted from your computer to ours.


By using TELL Chat, you expressly acknowledge and agree to the following Terms and Conditions in respect of the use of this service and all its content. Japanese law shall be applicable and govern the following Terms and Conditions.

  • TELL Chat is a free service providing effective support and counseling through a live chat platform to people from the international community in Japan who face emotional distress or mental health needs.
  • TELL Chat is operated by trained TELL Chat support workers who have undergone over 80 hours of intensive crisis intervention training.
  • TELL Chat support workers might recommend other TELL’s services (appointment, phone call, etc.) or resources depending on the chat user’s situation. If it is deemed that there is an imminent danger for the health or life of the user, TELL Chat specialists may speak to you about accessing local emergency services, and/or additional contact information such as IP address, phone number, or address, only after consent from the chat visitor to ensure your safety and work with you to create a safety plan if necessary.
  • As a non-profit organization, TELL Japan and its service TELL Chat do not aim to make any benefits. All the resources, both internal and external, provided by TELL do not serve promotional purposes but provide additional information and recommendations depending on the TELL Chat user’s needs.
  • The minimum age for accessing and using TELL Chat is 13. Below this age, people are not allowed to access this service and must call TELL Lifeline instead.
  • Only people who are located in Japan are allowed to access TELL Chat.
  • TELL Chat should not be used for commercial purposes. Promoting commercial products and/or embed commercial material constitutes a nuisance and is prohibited.
  • Inappropriate language, such a vulgarity or harassment, is prohibited and will result in an immediate exclusion from TELL Chat. Repeated abuse can lead to permanent exclusion and/or legal proceedings.
  • Prank chats are prohibited and will lead to exclusion and/or legal proceedings. TELL Chat is free and aims to support people in a distress. Prank chats waste time and resources by preventing TELL Chat Support Workers from helping people in real need.
  • In the event of a virus, spyware, or cyber-attack, TELL Chat is not liable for any difficulties and/or damages incurred as a result of using this service.
  • All the information communicated through TELL chat is kept confidential. TELL Chat commits not to disclose and/or spread any information transmitted by a user, except if required under Japanese law.
  • The TELL Chat user is responsible for any personal information that is transmitted on the service. Neither tells Chat nor any member of its staff holds responsibility for the information communicated by the user.
  • Before accessing our service, TELL Chat collects and stores some basic and anonymous information. TELL Chat also automatically records de-identified transcripts of each chat session. This information is kept confidential and is used for internal and clinical purposes only, before being deleted each month.
  • TELL Chat software provider is also in charge of ensuring data protection, confidentiality, and security of chats. All communications are securely encrypted.
  • TELL Chat commits not to collect and store personally identifiable information communicated by the user unless otherwise agreed. In the case the user agrees that TELL collects and stores the information, a personal record will be created in TELL server to store this information.