CALM helpline respects the privacy of those who contact the service by any channel of their choosing. For this reason caller display is disabled on helpline channels and telephone numbers are not seen or recorded by the helpline. No mobile phone numbers are known or stored by the helpline, neither are IP addresses of users of webchat known or accessible to the helpline service.
CALM does need to evidence to its funders and fundraisers how their donations are used so the helpline does need to provide narrative and statistical analysis of the helpline services. So we do record where possible the age, gender, location and general circumstance of the caller. This is only numerical data. This is stored under the terms of the Data Protection Act. There are no personally identifying details i.e. name, phone number is not asked for or recorded. Any narrative used by CALM to demonstrate impact and outcomes is completely anonymised and not traceable back to any caller.
A very small number of calls may be randomly recorded for the purposes of quality control and training. Similarly a very small number of webchat conversations may be randomly recorded for the purposes of quality control and training. These are deleted on a monthly basis and are only heard/seen by CALM helpline staff.