Helplines Australia asserts that users of telephone and internet based services have Rights. Callers (Clients, Customer and Internet users) to telephone and internet based services are entitled to:
Confidentiality: All the information that a caller shares with a helpline should be kept in confidence. Information should only be passed on at the request, or with the agreement of the caller. Callers should be informed in advance if there are circumstances when the helpline would break confidentiality. Callers have the right to remain anonymous and the right to privacy;
Choice: Callers have the right to end their contact with a helpline at any time. They can choose whether to accept or decline any offer of help or advice;
Quality Services: Callers have a right to quality services from telephone helpline personnel who are carefully selected, are well prepared for their role, are regularly updated and trained and are properly supervised;
Access: Callers have a right to fair and equal treatment and access to helpline services. Every helpline should make their Equity and Access Policy accessible and available to callers;
Protection: Callers have the right to accurate and specific information about the services that a helpline offers. Callers have the right to expect that helplines are set up to provide a continuing, permanent service. Helplines must never exploit or abuse their Callers emotionally, financially, sexually, or in any other way;
Free Help: Callers should never be expected to pay more than the standard charge for their call. Callers should never be asked to pay for any other help over the telephone helpline they receive;
Comment: Callers have the right to complain and to comment about services. Helplines should make it easy for people to complain and should actively encourage feedback from callers. All helplines should seek to involve Callers or previous callers in the planning and evaluation of services.