Currently our services are open and free to everyone across Japan who speaks English. 

• Currently thanks to donors support we have a toll free number 0800 -300 – 8355 for our phone support.
• The cost of our live chat service is also free to anyone who has access to the internet. 
• We are constantly seeking financial support for our services and hope to be able to maintain our toll free number and offer a 24-hour service in the future.

Yes.

• When you call the Lifeline, your number is not displayed to our volunteer 
• You don’t have to give your name or any personal information.
• All the information communicated through our live Chat platform is kept confidential. 
• Conversations may be monitored for training purposes.
• TELL commits not to disclose and/or spread any information transmitted by a user, except if required under Japanese law.
• Before accessing our Lifeline Chat support, the platform collects and stores some basic and anonymous information. 
• When using the live Chat support, the user is responsible for any personal information that is transmitted on the service. Neither TELL nor any member of its staff is responsible for the information communicated by the user.
• The Lifeline Chat program also automatically records de-identified transcripts of each chat session. This information is kept confidential and is used for internal and clinical purposes only.
• The Lifeline Chat software provider is also in charge of ensuring data protection, confidentiality, and security of chats. All communications are securely encrypted.

TELL commits not to collect and store personally identifiable information communicated by the user unless otherwise agreed. In the case where the user agrees to allow TELL to collect and store the information, a personal record will be created in TELL server to store this information.

We will listen and help you talk through your concerns, worries, and troubles.

• We will focus on your thoughts and feelings rather than going into the details, so we may ask questions to help explore how you feel.
• We won’t make decisions for you; we believe you are the expert on your life.
• We will sensitively discuss your options and explore your feelings.
• We can help you connect to services, organizations, and support in the community.
• We won’t talk or chat about ourselves. We’re there to give you time, space, and support – you don’t need to ask how we are, or give us time in return.
• We don’t impose our personal attitudes or beliefs on you.
• One of the questions we’ll ask be about whether you’re suicidal. By asking the question, we’re just giving you the space to talk about these feelings, if you want to. 
• Generally, you will connect with a different Lifeline Support Worker each time you reach out to us via the phone or chat. 
• Our priority is to make sure you get support from someone as quickly as possible, so we’ll find the first available volunteer. Our support workers are trained in a wide range of issues, including HIV, pregnancy options, LGBTQIA+ issues, eating disorders, and substance abuse, as well as emergency situations and suicide— no problem is too big, or small.

• Click on the chat icon.
• Answer the brief pre-chat questionnaire.
• When you chat with us, you will first join a waiting room until a Lifeline Support Worker is available.

• We will listen and help you chat through your concerns, worries, and troubles.
• We will focus on your thoughts and feelings rather than going into the details, so we may ask questions to help explore how you feel.
• We won’t make decisions for you; we believe you are the expert on your life.
• We will sensitively discuss your options and explore your feelings
• We won’t talk or chat about ourselves. We’re there to give you time, space, and support – you don’t need to ask how we are, or give us time in return.
• We don’t impose any personal attitudes or beliefs on you.
• One of the questions we’ll ask will be about whether you’re suicidal. By asking the question, we’re just giving you the space to talk about these feelings if you want to. 
• Generally, you will connect with a different Lifeline Support Worker each time you reach out to us. 
• Our priority is to make sure you get support from someone as quickly as possible, so we’ll find the first available volunteer. Our support workers are trained in a wide range of issues, including HIV, pregnancy options, LGBTQIA+ issues, eating disorders, and substance abuse, as well as emergency situations and suicide— no problem is too big, or small.

The minimum age for accessing and using the Lifeline 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 the Lifeline service.
• The Lifeline phone or chat support should not be used for commercial purposes. Promoting commercial products and/or embedding commercial material constitutes a nuisance and is prohibited.
• Inappropriate language, such vulgarity or harassment, is prohibited and will result in an immediate exclusion from Chat. Repeated abuse can lead to permanent exclusion and/or legal proceedings.
• Prank chats are prohibited.
• In the event of a virus, spyware, or cyber-attack, TELL is not liable for any difficulties and/or damages incurred as a result of using this service.