What information we may collect

We practice minimal data collection, meaning we only collect information necessary to support your case.

3.1 Information you share

We collect the information that you choose to share with us, such as your:

• Name or nickname
• Gender
• Contact details
• General location
• Situation as you describe it

3.2 Platform used

We do not record voice or video calls, and we used the disappearing message feature on Telegram.

Depending on the platform you use to contact us, limited technical information (such as device type) may be automatically collected.

You may choose to remain anonymous when using our secure case management system (Online Ambulance platform).

3.3 Information for case escalation

Technical assistance: If you request support to remove harmful content from online platforms, we may ask you to share relevant links (URLs) to the content.

We generally do not require screenshots. However, in some cases, a platform may request additional evidence (such as screenshots) to process a report.

If this happens, we will inform you and ask for your consent before collecting or sharing any additional materials.

3.4 Emotional support

Anything you share with our counselors, whether through calls or text-based services, will be treated as confidential.

To ensure you receive the best possible support, counselors may share the minimum necessary information mentioned in section 3.1 within the helpline team for internal coordination or supervision.

Information may only be shared outside the team in the following situations:

• If there is a risk of harm to yourself or others (e.g. self-harm or threats of violence)
• If required to involve relevant authorities or a trusted/consented guardian for your safety
• With your explicit consent, for specific support purposes

3.5 Documentation

We may support you—per your request or consent—in documenting your case to help preserve evidence for your own records, reporting, or potential legal purposes.

3.5.1 Self-documentation (recommended for most cases)

We will guide you on how to safely document and preserve evidence yourself. This may include:

• Saving relevant links, timestamps, and metadata
• Using secure web archiving tools to capture content before it is removed
• Understanding what information may be helpful for reporting or legal processes

You remain in full control of what you choose to document and share.

3.5.2 Assisted documentation (for high-priority cases)

In certain situations such as cases for women leaders, human rights defenders, journalists and activists, we may offer to document and archive content on your behalf, particularly where there is a risk of evidence being removed or lost quickly.

If we do this:

• We will explain the process clearly and ask for your consent before proceeding
• We will only collect and store the minimum necessary information mentioned in section 3.1
• We will handle all documentation securely and in line with our data protection practices

3.5.3 Legal and other referrals

In some cases, we may suggest connecting you with external organizations (such as legal aid providers, civil society groups, or specialized services) that can offer additional support. You are always free to accept or decline any referral.

If a referral is appropriate:

• We will explain your options clearly before making any referral
• We will only share your information with partner organizations with your explicit consent
• We will share only the minimum necessary information required to facilitate support