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A note about privacy on this site

Child Helpline International's Disclaimer and Legal Information 

Terms and Conditions Governing the Use and Access of Child
Helpline International's Website 

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In addition to all applicable laws, access and use of www.childhelpineinternational.org (the "Website") are subject to the terms and conditions set forth herein.

By using this Website operated by Child Helpline International, you agree to all of the terms and conditions set forth herein and to the Privacy and Cookie Policy. If you do not agree with these Terms of Conditions, or with the Privacy and Cookie Policy, do not use this site. Child Helpline International reserves the right, at its sole discretion, to change these terms at any time. Please check these terms periodically for changes. Using this site following the posting of changes to these terms shall constitute your acceptance of the revised terms.

  • Child Helpline International may terminate, change, suspend or discontinue any aspect of this site, including the availability of any features of the site, at any time. Child Helpline International may also impose limits on certain features and services or restrict your access to parts of or the entire site without notice or liability.
  • www.childhelpineinternational.org is protected by applicable law. The contents of this website, including, but not limited to, text, names, data, compilations, graphics, logos, buttons, icons, images, audio, video, code, publications, methods, techniques, models, and software (the "Contents"), are the property of Child Helpline International and are protected by the patent, copyright, trademark and trade secret laws of the European Union, United States and/or other territories. Without written permission of Child Helpline International You may not copy, store (either in hardcopy or in electronic format), transmit, transfer, perform, broadcast, publish, reproduce, create a derivative work from, display, distribute, sell, offer for sale, license, rent, lease, frame, deep link to, or otherwise use the Contents in any manner inconsistent with the rights of Child Helpline International. You are also not entitled to alter the content in any way.
  • The contents of this website (including all website design, text, graphics, the selection and arrangement thereof and all software compilations, underlying source code, software and all other material ) are copyright CHI or its content and technology providers except insofar as individually stated on particular material or items. You may view the site and download any part(s) of it to a personal computer for personal viewing for private purposes only but you are not permitted without our permission (a) to store it or any part of it other than for the purposes set out in this paragraph; (b) print out copies except for your own viewing for private purposes or for the purposes of your business (other than re-publishing such material for commercial purposes); or (c) reproduce, copy or transmit it (or any part of it) in any other way for any purpose or in any other medium.
  • The Contents are provided to you on an "as is," "as available" basis. Child Helpline International, its officers, directors, employees and agents make no representations or warranties with respect to the contents. Child Helpline International, to the fullest extent permitted by applicable law, hereby disclaims all warranties of any kind, express or implied, including, but not limited to, representations and warranties regarding accuracy, timeliness, completeness, non-infringement, merchantability or fitness for any particular purpose. Child Helpline International assumes no responsibility for the consequences of any errors or omissions in the contents. In no event shall Child Helpline International be liable to you for any claim arising out of or relating to your use of this site or any Content.
  • Links from this site to other websites are provided solely for your convenience. You understand that should you leave this site via a link, the content of that third-party site is not provided or endorsed by Child Helpline International, and Child Helpline International has not reviewed or approved the terms of use or other policies governing such sites. Child Helpline International does not monitor, make any representation with respect to or assume any liability for any third-party sites, including, without limitation, any products or services that are advertised or made available for purchase through such sites. Further, users must take their own precautions to ensure what is selected for use is free of such items as viruses, worms, Trojan horses and other items of a destructive nature.
  • Child Helpline International shall have no obligation of any kind with respect to any information that you provide via this website and shall be free to reproduce, use, disclose and distribute the information to others without limitation, except as otherwise set forth in the Privacy Policy. Child Helpline International shall be free to use any ideas, concepts, know-how or techniques contained in such information for any purpose whatsoever.
  • You must not use this website in any way that causes, or may cause, damage to the website or impairment of the availability or accessibility of the website; or in any way which is unlawful, illegal, fraudulent or harmful, or in connection with any unlawful, illegal, fraudulent or harmful purpose or activity. Improper Use would include: You are prohibited from posting or transmitting to or from the Website any unlawful, threatening, libellous, defamatory, obscene, pornographic, or other material that would violate any law.
  • Child Helpline International will not be held liable for direct or indirect damages resulting from the use of the website www.childhelplineinternational.org , or any information thereon, including damages without limitation to your data, equipment or liable programs.
  • Governing Law and Jurisdiction: These Terms and Conditions shall be governed by the laws of the Netherlands, without regard to its conflict of laws principles. You agree and hereby submit to the exclusive personal jurisdiction and venue of the Courts in the Netherlands for the resolution of any disputes arising from these Terms and Conditions.

 

PRIVACY AND COOKIE POLICY

The Child Helpline International (CHI) Website, found at www.childhelplineinternational.org, including all information and materials contained on it, is managed by Stichting Child Helpline International (CHI), Herengracht 418, 1017BZ, Amsterdam, the Netherlands.

To contact us, please go to www.childhelplineinternational.org/contact or call us at +31 (0)20 528 9625. 

Child Helpline International (CHI) is committed to ensuring the privacy of all of our Website users. The Privacy and Cookie Policy governs the processing of personal data by Child Helpline International (CHI) and the processing of personal data all pages on the domain www.childhelplineinternational.org. It does not apply to pages hosted by other organisations, including the websites of Child Helpline International (CHI)'s members and partners, or third party sites. The Child Helpline International (CHI) Website (the "Website") may be linked to the websites of such other parties, but those other sites may have their own privacy policies which apply to them. Once you have used any links to leave our website, CHI is not responsible for the privacy governed by other websites, and therefore caution should be exercised and the website in question should be reviewed.

Child Helpline International does not sell or share any personal information collected on our website. Personal information that is obtained on our website will only be kept as long as necessary to achieve the purpose for which it was collected. Your personal informational will not be disclosed to third parties without or prior consent or unless there is legitimate reason in disclosure (see: Legitimate Processing of Personal Data).

By using our services, you consent to the terms of this Privacy and Cookie Policy. Child Helpline International (CHI) may change the terms of this Privacy and Cookie Policy from time to time and we therefore encourage you to regularly review Privacy and Cookie Policy. The date of the most recent revisions will appear on this page. If you do not agree to these changes, please do not continue to use or to submit personal information to the CHI website.

This Privacy and Cookie Policy was last updated on 7 February 2014.

Privacy:     

Why do we collect or use your information?

We require personal information for the following reasons:

  • Internal data recording;
  • To account for online financial transactions made through our donations page;
  • To document registrations; 
  • To monitor and analyse webpage traffic and interaction and so that we can improve our website;
  • To improve our services and identify, develop and offer new ones;
  • To notify about updates, services, and news.

Where do we collect your personal data?

Child Helpline International (CHI) processes personal data for the following purposes:

 

(a)   Use of the Website

Our Website stores and retrieves information on your browser using cookies (please see the cookies section below). These cookies are necessary for our website to function. This information that we store from users is not personally identifiable. Child Helpline International (CHI) stores information such as your IP address, the type of connection, the browser you use and the page on the Website you visit. This data is usually used in our Google Analytics and is stored for an indefinite period of time.

 

(b)   Emails and newsletters

If you sign up to emails or newsletters from Child Helpline International (CHI), we may collect the following personal information:

  1. First Name
  2. Family Name
  3. Organisation
  4. Position

Any e-mail that we send you will enable you to opt out of receiving any further e-mails from us. All emails sent through our program VerticalResponse have hard-coded unsubscribe details attached to the bottom of the message. The recipient simply needs to scroll to the bottom of the email and click the "unsubscribe" link to access the web-based unsubscribe system or just reply to your message with the word "unsubscribe" in the subject line. The recipient will immediately be flagged within our database and they will not be mailed again. The email recipient can also request that CHI remove them from our mailing lists by contacting us at: info@childhelplineinternational.org  CHI will keep your personal data for 45 days after you have unsubscribed from our emails or newsletters.

If you sign up for emails and newsletters, your data will be loaded into an account within the VerticalResponse system and database. This secondary server is highly secure and protected by a secure firewall systems from the industry leader, Cisco Systems™. For more information, please view the following link: https://artstream.vresp.com/login_faq.html#Anchor-Creating-51540

 

(c)   Use of the "Contact us " option

When you use the "Contact us" option on the Child Helpline International Website you may either email us directly at info@childhelplineinternational.org or fill in an enquiry form which may collect the following personal information:

  1. Name
  2. Email
  3. Organisation
  4. Message

You may choose to provide us with personal information byregistering or sending in an e-mail to info@childhelplineinternational.org . Once an enquiry or email has been received by our organisation, Child Helpline International will use the personal data in order to take the appropriate action. Those individuals who contact us can expect to receive an answer within 72 hours of their request. In certain cases we may forward your request to others if we determine they are in the best position to respond to your message. Any information you give us will be treated as confidential. After a request has been responded to, your data will be disposed of 45 days after the appropriate action has been completed.

 

(d)   Membership to Child Helpline International (CHI)

When you become a member of Child Helpline International (CHI), we may collect the following personal information:

  1. First Name
  2. Family Name
  3. Organisation
  4. Position
  5. Email

When you create a Membership Account, you will be asked to select a password to help protect your information. This password will help you to verify your identity before granting access or making corrections to any of your personal information. Child Helpline International will not have access to your password, therefore you should never disclose your password to anyone. You are responsible for maintaining the secrecy and protection of your passwords and any account information. Please take care that Child Helpline International will never ask you for your password in an unsolicited phone call or e-mail.

The membership portal of the Child Helpline International Website is only available to Child Helpline Members of the organisation or selected partners. Once an individual or organisation sends a request to become a member through our website, staff member from Child Helpline International approves and validates this membership. It is therefore assumed that only selected organisations and individuals have access to the member's portal of the Child Helpline International website. Child Helpline International will not update member information, as it the responsibility of members and partners to update their personal data.  Child Helpline International will keep your personal data for [2 years] after your membership has been terminated.

 

e)     On-line Donations

Once a possible donor decides to donate to Child Helpline International, they will be directed to another website. Child Helpline International's online donations services are powered by Geef Samen. Geef Samen has its own disclaimer which can be viewed here.  Once you provide credit card information, it is transmitted using industry standard security technology to help prevent unauthorised access to or misuse of that information.

After a donation is made, a notification will be sent to Child Helpline International. If the donor does not decide to remain anonymous, Child Helpline International may collect the following information when donations are made on our website:

 

  1. First Name
  2. Middle Name
  3. Last Name
  4. Gender
  5. Donation Made as a Company
  6. Address and Location
  7. Email
  8. Amount to be Donated

In cases where the donor wishes to remain anonymous, personal information will not be collected in this instance.

 

f)      Employment and Volunteer information

When a candidate applies for a volunteering opportunity or employment at Child Helpline International, we collect their personal information. This information will not be used to contacts to contact the candidate for any other reason except for employment or volunteering opportunities. Personal data collected for employment or volunteer opportunities will remain confidential and shall be kept by Child Helpline International for a period of 3-6 months.

 

g) Online Petition

If you sign the petition on the CHI's Free Our Voices campaign website we will first record your voice and make a visual "signature" and we will collect the following personal information:

1.     First Name

2.     Family Name

3.     Email Address 

You will have to complete the petition form and fill in your name and email address and click the "submit" button. Your first name and family name will automatically appear in a gallery on the CHI's petition webpage with all names of the persons who signed the petition. Your email address will not be included  in the name gallery. The name gallery is searchable and you can look up your name and the names of other persons who signed the petition. Likewise, other people can search the gallery and find your name. You must be at least 16 years of age to participate.

Your voice recording will not be saved or stored by us or shared in any OTHER way. Without prejudice to any of the terms contained in this privacy policy we will not sell, rent or share with third parties any of your personal data.

 

Cookies:

How we use cookies

Cookies are files that are stored on your hard drive. They are designed are hold data specific to a client preferences. Cookies also analyse website and web traffic or alternatively tailor-make server delivery to a particular user's needs and preferences.

Overall, cookies help Child Helpline International by enabling us to monitor which pages users find useful and which they do not. A cookie in no way gives us access to a user's computer or information other than the data that they choose to share with us (see section 1 - Where do we collect your personal data?)

Google Analytics

The Child Helpline International Website uses Google Analytics to help analyse how users use the site. This analytical tool uses cookies. If you provide an opt-in to this cookie, we may place the cookie on your equipment. If you would like to opt-out of your data being collected, please click here. Google Analytics mainly uses first-party cookies to report on visitor interactions on your website. These cookies are used to store non-personally identifiable information. Browsers do not share first-party cookies across domains. The Google Analytics JavaScript libraries use HTTP Cookies to "remember" what a user has done on previous pages / interactions with the website.

The information generated by the cookie about your use of the Website is transmitted to Google. This information is then used to evaluate visitors' use of the Website and to compile statistical reports on website activity for Child Helpline International (CHI). This information is not used to develop a personal profile of you and the log files are regularly purged. For more information on Google Analytics, please click: http://www.google.com/analytics/

Our Cookies and EU Law.

Child Helpline International is currently reviewing how to set-up a cookie "pop-up" which allows a website visitors to consent to the cookies that will be stored or accessed on their computer, in accordance with Directive 2002/22/EC.

It is therefore assumed in the interim, that users of the Child Helpline International Website agree to all of the terms and conditions set forth herein and to the Privacy and Cookie Policy. If you do not agree with these Terms of Conditions, or with the Privacy and Cookie Policy, do not use this site. Child Helpline International reserves the right, at its sole discretion, to change these terms at any time. Please check these terms periodically for changes. Using this site following the posting of changes to these terms shall constitute your acceptance of the revised terms.

Access to your personal information

If you wish to exercise your right to access, rectification or delete any of your personal data under this Privacy and Cookie Policy or have any questions about this Privacy and Cookie Policy, please contact:

Child Helpline International (CHI)

Herengracht 418

1017BZ Amsterdam

The Netherlands

+31 20 528 9625

info@childhelplineinternational.org

 

Legitimate Processing of Personal Data:

Child Helpline International complies with the following laws and ethics, and will act in accordance with the following:

a)     The Data Protection Directive

Child Helpline International abides by the Data Protection Directive which states that the personal data of individuals is only legitimate in one of the many circumstances laid down in Article 7 of the Directive. Child Helpline International will only process personal data if:

*the individual concern has unambiguously given his or her consent, after being adequately informed;

*data processing is needed for a contract, for instance the processing of data for billingng purposes, or the processing of data relating to an applicant for a job;

*processing is required by legal obligation;

* processing is necessary to perform tasks of public interest or tasks carried out by official authorities (such as the government, tax authorities, and the police);

* the data controller or a third party has a legitimate interest in doing so, so long as this interest  does not override the interests of the data subject or subject, or infringe on his or her fundamental rights, in particular the right to privacy. This provision establishes the need to strike a reasonable balance between the data controllers' business interests and the privacy of data subjects.

b)     Offensive Behaviour

If you post or send offensive, inappropriate or objectionable content anywhere on or to the CHI websites or otherwise engage in any disruptive behaviour on the CHI Website, CHI may use your personal information to stop such behaviour.

Where CHI reasonably believes that you are or may be in breach of any applicable laws (e.g. because content you have posted may be defamatory), CHI may use your personal information to inform relevant third parties such as your employer, school email/internet provider or law enforcement agencies about the content and your behaviour.

How do we protect children's privacy?

Child Helpline International cares about the safety and privacy of children online. Child Helpline International's website does this does not intentionally collect any personal information from persons under the age of 18 years of age. Should a child under the years of 18 contact Child Helpline International and make known his/her data, we will use that information only to respond directly to that child. Child Helpline International will immediately discard the child or young person's data and will assume the "right to be forgotten", unless permission is granted by parental supervision.  

Complaints procedure - What to do if you want to make a complaint

Our complaints procedure


The Child Helpline International Secretariat in Amsterdam is committed to the network and working in partnership with stakeholders, affiliates and partners. As a Secretariat, we recognise that we sometimes get things wrong or make mistakes. Or it may be that something did not go as you expected and you want to let us know. To deal with this we have developed a complaints procedure.

We will deal with your complaint. We do not look on complaints as unwanted. In fact, they may help us to see where our services or procedures might be improved. So do let us know where you feel we have made a mistake or done something which you found unsatisfactory or unacceptable. Even if you do not think your particular concern amounts to a 'complaint' we would still like to know about it. We will always treat your complaints with confidentiality.

The complaints process

Step 1: Contacting us
The first step is to talk to a member of Child Helpline International's staff or your regional representative. This can be done informally, either directly or by telephone or by email.

Usually, the best staff member to talk to is the person who dealt with the concerned matter. They will be in the best position to help you quickly and to address your concerns. If the individual is unavailable, or you would prefer to approach someone else, then ask for their relevant line manager.

You can find a list of all of staff members at this link:

/en/about/organisation

You may prefer to contact your regional representative. If this is the case, they will follow-up directly with the Executive Director.

We will try to resolve the problem as quickly as possible. If more information is needed, we will record your concern and arrange the best way of getting back to you. This will normally be within five working days. If it should be longer than five working days, we will notify you in advance and make other arrangements.

Step 2: Taking your complaint further.
Making a formal complaint. If you are still unhappy, the next step is to send your written complaint to the Executive Director of Child Helpline International;

  • Please send a letter or email to Executive Director setting out the details, explaining what you think went wrong and what you feel would put things right.
  • If you are not happy about writing a letter, ask a member of staff to summarise your complaint. You should review the final summary for approval, and retain a copy for your records. The written summary will be given to the Executive Director.

Once the Executive Director receives a written complaint, she will arrange for a full investigation;

  • Your complaint will be acknowledged in writing within five working days of receiving it and the letter will say when you can expect a full response.
  • This should normally be within three weeks unless the matter is very complicated, such as where other organisations need to be contacted. Where this is the case, we will still let you know what action is being taken and tell you when we expect to provide you with a full response.

Step 3: The next stage
If you are not satisfied with the Executive Director's investigation you can take your complaint to the Child Helpline International's Supervisory Board. Child Helpline International is a registered non-profit organisation in the Netherlands and is governed by a Supervisory Board comprising of A Chair, A Treasurer, A Secretary and five Regional Representatives. All materials relating to your complaint and to the Executive Director's investigation will be sent to the Chair of the Board (contact details will be provided for you). She will let you know within ten working days that they have received your complaint and tell you when to expect a full response from them.

If you have any further queries about our complaints procedure, please feel free to contact us at any time!

Child Helpline International 

Pilotenstraat 20-22

1059CJ Amsterdam

The Netherlands

+31 20 528 9625

info@childhelplineinternational.org

 

 

 

 

 

 

 

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