Nollalinja does not collect or store any personal data, even if the caller voluntarily provides such information or, in exceptional cases, shares it for example for an emergency services referral. For every contact, an anonymous statistical form is completed, and no individual caller can be identified from it. The information is reported in aggregated form to Nollalinja employees, the service organiser, the service provider and the funding provider. Statistical data based on Nollalinja’s records may be published, but no individual person can be identified from these statistics. The information on each individual form is visible only to the person who completed it, the THL senior specialist responsible for Nollalinja, and THL’s reporting and statistics specialist. All forms are completely anonymous. The data is collected for service development, research and reporting purposes. You can find more information about what is recorded on the form in the Statistics section of Nollalinja’s website.
When calling Nollalinja’s helpline, the caller’s phone number is not visible to Nollalinja workers, and calls are not recorded. From the operator, Nollalinja receives information on call times, durations and queueing times, but not phone numbers. Calls made to Nollalinja do not appear itemised on the phone bill.
Cookies in the chat service are collected only to ensure the technical functionality of the chat. Nollalinja employees cannot see the IP address of the person contacting the chat. Chat conversations are not recorded, and conversation histories are automatically deleted from the chat system within 24 hours. For the chat user, the conversation history disappears immediately when the chat window is closed. If the user browses in Incognito, InPrivate or similar mode, cookies are not stored permanently in the browser.
Website cookies on Nollalinja’s pages are used to collect analytics data, visitor numbers and similar information. Website users cannot be individually identified. Users may also choose to accept only essential cookies and decline all others.
Conversations with Nollalinja are anonymous and confidential. However, Nollalinja staff have a statutory duty to file official notifications if required — for example, an assessment of the child protection needs of a minor, or if they become aware of information related to the planning of a serious crime that could help prevent the crime. In matters related to mandatory reporting, Finnish law and Nollalinja’s operational procedures are followed. Nollalinja and THL employees cannot access a caller’s IP address or phone number, but the police can obtain this information if required by law.
Anonymous feedback about Nollalinja can be submitted on the website and through the chat feedback form. Nollalinja will not contact the person who left the feedback, even if they included their contact details. Feedback is handled anonymously by THL and the service provider and is used for service development, research and reporting purposes.