Please find the terms and conditions for our crisis support below. If you have any feedback, please visit our contact us page.

About this page

This page explains how Lifeline’s crisis support service works, what you can expect from us, and how to use the service in a way that keeps everyone safe.

Our goal is to provide a safe, supportive space for people in distress, while also protecting the wellbeing of our crisis supporters and keeping the service available for others who need it.

What we provide

Lifeline offers free, confidential support for people in distress or crisis.

You can contact us 24 hours a day, 7 days a week by:

• Phone (13 11 14) providing free, crisis support over the phone;
• Text (0477 13 11 14) providing free, crisis support over SMS/Text;
• Online chat (lifeline.org.au) providing free, crisis support over the web;
• 13 HELP crisis support phoneline for people in Australia struggling with the emotional impact of bushfires and extreme weather-related events; or
• 13 YARN crisis support line for Aboriginal and Torres Strait Islander peoples, offering confidential, culturally safe one-on-one yarning with trained First Nations supporters.

Our crisis supporters are trained to:

• Listen and understand what’s going on for you;
• Support you in the moment;
• Help you explore options and next steps; and
• Provide information or referrals to other services where helpful. 

The service is designed for immediate support. It is not a long-term or ongoing service.

We also offer support through:

• The National Relay Service (for people who are D/deaf or have hearing or speech impairments);
• The Translating and Interpreting Service (for people who prefer to speak in a language other than English); and
• The Consular Emergency Centre (a service offered by the Department of Foreign Affairs and Trade for Australians in crisis overseas who want to connect to Lifeline services from outside of Australia).

Safety and trust 

Lifeline is a crisis support service. We focus on listening, understanding what’s happening for you, and supporting you right now. We have over 3,500 volunteers along with some paid staff who listen in a non-judgemental, trauma informed way to explore your feelings and next steps when needed. 

Building trust is important to us. We aim to work with you in a way that respects your choices, your pace, and what matters to you.

At the same time, there are situations where safety becomes our priority. This includes concerns about your safety, the safety of someone else, or the safety of a child or young person.

If we believe there is an immediate and serious risk, we may need to take further action to help keep people safe. This may include contacting emergency services or other supports. Where possible, we will explain this and involve you in the process.

These decisions are not taken lightly. They are made carefully, based on what is happening in the moment, with the aim of supporting your safety.

What you can expect from us

When you contact Lifeline, we will:

• Listen without judgement;
• Treat you with respect and care;
• Support you with what’s happening right now;
• Discuss next steps or provide information on other support, where helpful;
• Offer a confidential service, except in limited situations where safety is a concern; and
• Offer you the option to provide feedback about your experience 

Access and wait times

At times, you may experience a delay connecting with a crisis supporter when contacting Lifeline due to high demand.

We know waiting can be hard, especially when you’re reaching out for support. We aim to connect you with a crisis supporter as soon as possible.

What we don’t provide

Lifeline is not able to provide:

• Advice, diagnosis, or treatment;
• Ongoing counselling or therapy;
• Case management or long-term support;
• Personal relationships or contact outside the service;
• Services such as housing, financial assistance, or transport (but we can support you finding local services that do, when they exist); or
• Legal or medical advice.  

Using the service

To help us support you and others, we ask that you:

• Treat our crisis supporters with respect; and
• Avoid behaviour that is abusive, threatening, or not related to seeking support. 

We may end an interaction if behaviour becomes unsafe or inappropriate.

Unwelcome behaviour

Some behaviours make it harder for us to provide support.

These include:

• Abusive or offensive language;
• Threats or intimidation;
• Sexually inappropriate behaviour;
• Repeated contact without seeking support; and
• Contact intended to disrupt the service or prevent access for others. 

Our crisis supporters use their judgement to decide if an interaction has become unwelcome or inappropriate.

If behaviour becomes unwelcome

If behaviour becomes abusive, threatening, sexualised, harassing or inappropriate in any other way, we may:

• Ask you to stop the behaviour;
• End the interaction;
• Automated systems may be used to limit or suspend access to the service if behaviour continues, including via telecommunications providers; and
• In serious situations refer the behaviour to police.  

These actions are taken to protect crisis supporters and ensure the service remains available for people who need it.

If your access to the service has been limited or suspended due to misuse or unwelcome behaviour, you can contact Lifeline to request a review or provide feedback via our contact page.

Recording of interactions with Lifeline

On our phone services, 13 11 14, 13 YARN and 13 HELP you will be able to opt out of call recording in the recorded message before being transferred to a crisis supporter.  You can ask for the recording to be turned off at any time during the call. We ask that you do not record calls on your devices and reserve the right to terminate a call if it is being recorded without permission. 

For text and chat, all interactions are recorded via transcript and cannot be turned off. 

Privacy

Lifeline securely stores transcripts of text and online chat interactions, and recordings of telephone conversations where consent by the help seeker has been granted. These transcripts and recordings may be used for the primary purposes outlined in the Privacy Policy.

For important information regarding access to your personal information, and further information about how we treat your personal information please refer to the  Privacy Collection Notice for Crisis Support and the Privacy Policy.

Lifeline may disclose records of your interaction with us to emergency services and other government agencies for a variety of reasons. This includes situations where Lifeline reasonably believes that there is an imminent danger to your or another person’s life or public safety, serious risk of harm to children, or where disclosure is required under a court order, police warrant, or other lawful and reasonable request. 

Feedback

We welcome your feedback.

After your interaction, you may be invited to complete a short survey. This is optional and helps us improve the quality of support we provide.

You can also share general feedback, a complaint or a compliment at any time via our contact page.

Providing feedback will not affect your access to Lifeline services. If you would like a response, you can request follow-up when submitting your feedback.

Please find the terms and conditions for our crisis support below. If you have any feedback, please visit our Contact Us page.

Important note: If life is in immediate danger please call 000 for police or ambulance

Purpose and effect of Terms of Use

By using the Lifeline Australia Limited (we, us, our) website and website services you agree to these Terms of Use.

We may change the Terms of Use by making the revised terms available on this website. By continuing to use our website you accept the Terms of Use as they apply from time to time.

It is intended that these Terms of Use will be legally binding on you and us, and governed by the laws of New South Wales, Australia.

Our website and website services

Our website and services are provided for the use of residents of Australia only.

Please note that our Service terms of use form part of these Terms of Use and also apply to your use of our website services, including 'Text Us' and 'Chat with us'.

Our 'Text Us' and 'Chat with us' services aim to provide immediate, accessible, short-term help to people needing support to deal with current problems that are overwhelming their capacity to cope and may be threatening their safety.

While we take reasonable care in the provision of our services, we do not guarantee continuous and uninterrupted access to our website and services. If you experience difficulty in accessing 'Text Us' or 'Chat with us', you may access our 24/7 crisis support service by calling 13 11 14.

Reliance on information and disclaimer

While we take reasonable care, and implement quality assurance protocols, to ensure that the information and services we provide are relevant, helpful and responsive, please note that:

• the information on our website is intended for your general information and use only and we do not warrant the information is complete, accurate and up to date;
• our website and services do not provide medical advice, diagnosis, prescription of medications, or treatment of any conditions;
• our website and services are not a substitute or alternative to professional health care and advice based on your unique circumstances; and
• you should not disregard professional advice, or delay seeking it, because of any information or guidance from our website or services.

On this basis, to the extent permitted by law:

• we exclude all statutory and general law warranties and guarantees in relation to our website and website services;
• we disclaim all liability (including for negligence) for any injury, loss or damage incurred by you arising out of your use and reliance on the information and guidance provided through our website and website services; and
• our liability for failure to comply with any applicable (and non-excludable) guarantees under the Australian Consumer Law is limited to supplying the services again or paying the cost of having the services supplied again.

Copyright and trademarks

All material on this website (including its design, layout, text, and images) is subject to copyright owned by (or licensed to) us.

We are happy for you to reproduce this material for personal and non-commercial purposes, provided the reproduction is unaltered and an attribution of source is included. Any other use of this material requires our written consent.

This website contains trade marks belong to us and third parties. You may not display or use these trade marks in any manner without the prior consent of the trade mark owner.

Links to other websites and third party content

This website contains links to, or content from, third party websites. These are provided for your convenience only. We do not control third party websites and are not responsible for their content. We do not specifically endorse any organisation or content, and views or recommendations provided do not necessarily reflect our views. It is your responsibility to make your own decisions about the currency, completeness, accuracy of this information. We do not warrant that material on other sites does not infringe the intellectual property rights of any other person.

Privacy, security and viruses

We take our obligations to protect your personal information seriously, please see our Privacy Policy

However, please note that the internet is an insecure public network which means there are risks that information sent to or from our website services may be intercepted, corrupted or modified by third parties. In addition, it is possible that files and transmissions through our website services may contain computer viruses, disabling codes, worms or other devices or defects.

You bear the risks and responsibility for any loss or damage caused, directly or indirectly, by these risks. We do not accept any liability for any interference with or damage to your computer system, device, software or data occurring in connection with your use of our website and website services.

Cookies

When you interact with us through this website, we may use a feature of your browser called a cookie to assign your computer a ‘User ID’. Cookies do not contain information by which we can identify you. They identify your computer to our servers. We may use information contained in cookies to improve the functionality of this website and for security purposes. You may configure your browser so that you are notified before a cookie is downloaded or so that your browser does not accept cookies (please refer to the help menu within your Internet browser).

TERMS AND CONDITIONS OF USE

Last updated on 5 July 2021

A PDF version can be downloaded here.

In order to access or use any services, materials, content, program or information provided by Lifeline Australia (ACN 081 031 263) ("Lifeline") ("Lifeline Content") to you in any manner whatsoever, including by hard copy or on any digital platform, you must read, agree and accept all of the following Terms and Conditions.

By electronically accepting the Terms and Conditions, you agree to be bound by the Terms and Conditions, and any Lifeline policies that are either accessible at our policies page or notified to you from time to time.

The Terms and Conditions are effective and binding on and from the date of acceptance of the Terms and Conditions. Lifeline reserves the right to update and amend the Terms and Conditions in accordance with Clause 10.  You can review the latest version of these Terms and Conditions at any time.

1. Intellectual Property Rights

1.1 You acknowledge and agree that nothing in these Terms and Conditions has the effect of transferring the ownership of any intellectual property rights, proprietary rights and related rights, anywhere in the world, registered or unregistered, including the rights to patents, copyright, designs, trade marks, know-how, inventions, trade secrets and any application or right to apply for registration of any of the aforementioned rights (collectively, "Intellectual Property Rights") of a party.

1.2 Lifeline owns all rights, title and interests in the Lifeline Content, including all associated Intellectual Property Rights.

1.3 You acknowledge and agree that Lifeline owns the Intellectual Property Rights in the Lifeline Content on and from creation, including for the avoidance of doubt throughout the duration of your use or access of the Lifeline Content.

2. Third Party IP

2.1 You acknowledge and agree that the Lifeline Content may contain the Intellectual Property Rights of a third party that has been licensed to Lifeline ("Third Party IP").

2.2 You must not do anything, or cause anything to be done, that will cause Lifeline to breach the rights granted to Lifeline for any Third Party IP, and must comply with any directions given by Lifeline in relation to Third Party IP.

2.3 You agree to indemnify Lifeline from and against all actions, claims, demands, liabilities, obligations, losses, costs (including, but not limited to legal fees, expenses and penalties) and interest suffered, incurred or sustained by or threatened against Lifeline arising out of or in connection with your use of the Lifeline Content that breaches Clause 2, which a third party alleges is unauthorised use or infringement of any of its Third Party IP.

3. Licence

3.1 Subject to Clause 2, Lifeline hereby grants to you a non-exclusive, revocable, non-assignable, non-transferable, royalty free (excluding the right to sub-licence) licence to access and use the Intellectual Property Rights owned by Lifeline in the Lifeline Content ("Lifeline IP") in accordance with the Terms and Conditions and solely for undertaking the Lifeline training program ("Limited Purpose").

3.2 The licence granted to you by Lifeline in Clause 1 does not permit you to:

(a) without limiting Clause 6, disclose the Lifeline IP to any other person, except as required for the Limited Purpose, or as Lifeline in its absolute discretion may otherwise agree to; or

(b) manufacture, sell, license, transfer, commercialise, modify, reproduce, copy, download or otherwise exploit all or any part of the Lifeline IP for any reason (including the Limited Purpose).

4. Lifeline Trade Marks

4.1 You acknowledge and agree that Lifeline is the registered owner of the following registered trade marks 395817, 657428, 889692, 889695, 1223848, 1223865, 1223871, 1223918, 1436036, 1447988, 1447994, 1472642, 1567521, 1567532, 1568370, 1568928, 1568936, 1635489, 1635498, 1740531, 1906048, 1906049 and any other trade marks registered (or that will be registered) in the name of Lifeline (collectively, the "Lifeline Trade Marks"), and as the registered owner, Lifeline has exclusive rights under the Trade Marks Act 1995 (Cth) to use and authorise other persons to use the Lifeline Trade Marks.

4.2 Without limiting any other clause, if your access or use of the Lifeline Content involves the use and application of the Lifeline Trade Marks, you will

(a) use and apply the Lifeline Trade Marks strictly in accordance with any directions issued by Lifeline; and

(b) not do anything that would diminish the value in, reputation or goodwill of the Lifeline Trade Marks.

5. Your Rights and Obligations

5.1 Except for the licence granted under Clauses 1 or otherwise expressly provided in the Terms and Conditions, Lifeline does not grant any right or licence in any Intellectual Property Rights belonging to Lifeline, whether by implication, estoppel, or otherwise.

5.2 Without limiting any other clause, you will not file any patent, trade mark, copyright, business name or other regulatory applications relating to any Lifeline Content, or otherwise any Intellectual Property Rights of Lifeline or anything confusingly or substantially similar thereto worldwide.

5.3 You agree that all use of the Lifeline Content, and any goodwill associated with Lifeline, shall vest in and is for the exclusive benefit of Lifeline.

5.4 You must promptly notify Lifeline after becoming aware of any suspected or actual infringement of Lifeline IP by you or any other person, or unauthorised use of the Lifeline Content. You must also take reasonable care to protect all such Lifeline IP and Lifeline Content from infringement, unauthorised use or damage.

5.5 Any rights granted to you to the Lifeline Content under the Terms and Conditions is subject to your prompt compliance with any directions issued by Lifeline (including under Clause 2 and Clause 4.2(a)).

6. Disclaimer

6.1 While all reasonable care has been taken in the preparation of the Lifeline Content, the Lifeline Content is intended to be for your general information and use only. To the maximum extent permitted by law, no representation or warranty of any kind, express, implied, statutory or otherwise is made by Lifeline as to the currency, reliability, accuracy or completeness of the information, opinions and conclusions, or as to the reasonableness of any assumption, contained in the Lifeline Content.

6.2 You acknowledge and agree that all, or any part of the Lifeline Content, hosted by Lifeline and accessed by you on any platform, does not expressly or impliedly:

(a) contain, provide or give access to any medical advice, diagnosis, prescription of medications or treatment of any conditions to you or any other person;

(b) in any way forms part of, or substitutes professional medical care and advice that should be tailored to and specific for each person and their individual circumstances; or

(c) indicate, suggest or recommend that you disregard professional medical advice, or delay seeking professional medical advice.

7. Exclusion of Liability

7.1 To the extent permitted by law, you release Lifeline and its affiliates, directors, officers, employees, agents, representatives or advisers from any liability including, without limitation:

(a) direct, indirect or consequential loss or damage or loss or damage suffered by you or any third party, howsoever arising;

(b) subject to clause 2, any liability arising under statutory and general law warranties and guarantees; and

(c) in relation to your reliance on anything contained in, or omitted from the Lifeline Content.

7.2 If Schedule 2 of the Competition and Consumer Act 2010 (Cth) ("ACL") applies, the Lifeline Content contains services supplied by Lifeline and you are a 'consumer' (as defined in the ACL), then to the extent permitted by law, Lifeline's liability for any loss suffered by you, due to Lifeline's failure to comply with any applicable (and non-excludable) consumer guarantees under the ACL, is limited to:

(a) supplying those services again; or

(b) paying the cost of having the services supplied again.

7.3 Lifeline disclaims all liability, loss, injury or damage suffered by you with respect to such information, services and materials in the Lifeline Content, whether provided by Lifeline, third party contractors or other parties.

8. Confidentiality

8.1 You must keep confidential all:

(a) Lifeline Content;

(b) information provided to you by Lifeline that is expressly stated to be confidential; and

(c) information that you know (or ought to know) is confidential,
(collectively, "Confidential Information").

8.2 You may not use or disclose to any other party any Confidential Information for any purpose other than that which the information was disclosed (except to the extent required by law).

9. Suspension and Revocation

9.1 You must not do anything to cause or contribute to any costs, expenses, losses, liability or damages incurred or suffered by Lifeline, including in accessing or using the Lifeline Content.

9.2 You agree that Lifeline shall be entitled to recover any reasonable costs, expenses, losses, liability or damages incurred or suffered as a result of the your failure to comply with a material term of the Terms and Conditions, including Clause 1.

9.3 Without limiting any other clause, Lifeline may in its absolute discretion revoke, suspend, limit or terminate your access to the Lifeline Content for any reason and at any time upon giving satisfactory notice.

9.4 Lifeline may request at any time that you promptly return to Lifeline, delete or destroy, all copies of all, or part of any, Lifeline Content in your possession or control, including if Lifeline exercises its rights under Clause 3. Immediately following your compliance with such a request, you must notify Lifeline in writing that such a request has been fully complied with, and if required by Lifeline, provide evidence of the deletion or destruction of all copies of all, or part of any, Lifeline Content.

10. Variation

10.1 Lifeline may waive, amend, correct, vary, update, supplement or replace the Terms and Conditions, in part or in its entirety, at any time without notice.

11. Governing Law

11.1 Any disputes that arise in relation to your access or use of the Lifeline Content will be governed by the laws in force in New South Wales, Australia.

TERMS AND CONDITIONS OF USE

Last updated on 5 July 2021

A PDF version can be downloaded here.

In order to access or use any services, materials, content, program or information provided by Lifeline Australia (ACN 081 031 263) ("Lifeline") ("Lifeline Content") to you in any manner whatsoever, including by hard copy or on any digital platform, you must read, agree and accept all of the following Terms and Conditions.

By electronically accepting the Terms and Conditions, you agree to be bound by the Terms and Conditions, and any Lifeline policies that are either accessible on this page or notified to you from time to time.

The Terms and Conditions are effective and binding on and from the date of acceptance of the Terms and Conditions. Lifeline reserves the right to update and amend the Terms and Conditions in accordance with Clause 9. You can review the latest version of these Terms and Conditions at any time.

1. Intellectual Property Rights

1.1 You acknowledge and agree that nothing in these Terms and Conditions has the effect of transferring the ownership of any intellectual property rights, proprietary rights and related rights, anywhere in the world, registered or unregistered, including the rights to patents, copyright, designs, trade marks, know-how, inventions, trade secrets and any application or right to apply for registration of any of the aforementioned rights (collectively, "Intellectual Property Rights") of a party.

1.2 Lifeline owns all rights, title and interests in the Lifeline Content, including all associated Intellectual Property Rights.

1.3 You acknowledge and agree that Lifeline owns the Intellectual Property Rights in the Lifeline Content on and from creation, including for the avoidance of doubt throughout the duration of your use or access of the Lifeline Content.

2. Third Party IP

2.1 You acknowledge and agree that the Lifeline Content may contain the Intellectual Property Rights of a third party that has been licensed to Lifeline ("Third Party IP").

2.2 You must not do anything, or cause anything to be done, that will cause Lifeline to breach the rights granted to Lifeline for any Third Party IP, and must comply with any directions given by Lifeline in relation to Third Party IP.

2.3 You agree to indemnify Lifeline from and against all actions, claims, demands, liabilities, obligations, losses, costs (including, but not limited to legal fees, expenses and penalties) and interest suffered, incurred or sustained by or threatened against Lifeline arising out of or in connection with your use of the Lifeline Content that breaches Clause 2, which a third party alleges is unauthorised use or infringement of any of its Third Party IP.

3. Licence

3.1 Subject to Clause 2, Lifeline hereby grants to you a non-exclusive, revocable, non-assignable, non-transferable, royalty free (excluding the right to sub-licence) licence to access and use the Intellectual Property Rights owned by Lifeline in the Lifeline Content ("Lifeline IP") in accordance with the Terms and Conditions and solely for:

(a) undertaking the Lifeline training program; or

(b) delivering the Lifeline training program to Lifeline customers; or

(c) otherwise, the sole and exclusive benefit of Lifeline,
("Limited Purpose").

3.2 The licence granted to you by Lifeline in Clause 1 does not permit you to:

(a) without limiting Clause 7, disclose the Lifeline IP to any other person, except as required for the Limited Purpose, or as Lifeline in its absolute discretion may otherwise agree to;

(b) manufacture, sell, license, transfer, commercialise or otherwise exploit all or any part of the Lifeline IP for any reason (including the Limited Purpose);

(c) subject to Clause 4, modify all or any part of the Lifeline Content for any purpose, except for:

(i) the Limited Purpose; and

(ii) with Lifeline's prior written consent; or

(d) reproduce or copy all or any part of the Lifeline Content for any purpose, except for the Limited

4. Modifications to Lifeline Content

4.1 All Intellectual Property Rights in any modifications, developments or improvements to the Lifeline Content created by you will be automatically assigned to Lifeline immediately upon creation and Lifeline grants to you a licence back pursuant to Clause 1, without the need for any further formality or documentation.

4.2 Lifeline retains all rights to demand inspections of any modifications to Lifeline Content under Clause 3.2(c) and licenced back to you under Clause 1 at any time.

4.3 If following an inspection under Clause 2, Lifeline in its absolute discretion determines that the modification to Lifeline Content is unsatisfactory in any way, the licence granted to you under Clause 4.1 may be revoked in accordance with Clause 8.2.

5. Lifeline Trade Marks

5.1 You acknowledge and agree that Lifeline is the registered owner of the following registered trade marks 395817, 657428, 889692, 889695, 1223848, 1223865, 1223871, 1223918, 1436036, 1447988, 1447994, 1472642, 1567521, 1567532, 1568370, 1568928, 1568936, 1635489, 1635498, 1740531, 1906048, 1906049 and any other trade marks registered (or that will be registered) in the name of Lifeline (collectively, the "Lifeline Trade Marks"), and as the registered owner, Lifeline has exclusive rights under the Trade Marks Act 1995 (Cth) to use and authorise other persons to use the Lifeline Trade Marks.

5.2 Without limiting any other clause, if your access or use of the Lifeline Content involves the use and application of the Lifeline Trade Marks, you will

(a) use and apply the Lifeline Trade Marks strictly in accordance with any directions issued by Lifeline; and

(b) not do anything that would diminish the value in, reputation or goodwill of the Lifeline Trade Marks, including if Lifeline consents to any modifications to the Lifeline Content in accordance with Clause 3.2(c).

6. Your Rights and Obligations

6.1 Except for the licence granted under Clauses 1, 4.1 or otherwise expressly provided in the Terms and Conditions, Lifeline does not grant any right or licence in any Intellectual Property Rights belonging to Lifeline whether by implication, estoppel, or otherwise.

6.2 Without limiting any other clause, you will not file any patent, trade mark, copyright, business name or other regulatory applications relating to any Lifeline Content, or otherwise any Intellectual Property Rights of Lifeline or anything confusingly or substantially similar thereto worldwide.

6.3 You agree that all use of the Lifeline Content, and any goodwill associated with Lifeline, shall vest in and is for the exclusive benefit of Lifeline.

6.4 You must promptly notify Lifeline after becoming aware of any suspected or actual infringement of Lifeline IP by you or any other person, or unauthorised use of the Lifeline Content. You must also take reasonable care to protect all such Lifeline IP and Lifeline Content from infringement, unauthorised use or damage.

6.5 Any rights granted to you to the Lifeline Content under the Terms and Conditions is subject to your prompt compliance with any directions issued by Lifeline (including under Clause 2 and Clause 5.2(a)).

7. Confidentiality

7.1 You must keep confidential all:

(a) Lifeline Content;

(b) information provided to you by Lifeline that is expressly stated to be confidential; and

(c) information that you know (or ought to know) is confidential,
(collectively, "Confidential Information").

7.2 You may not use or disclose to any other party any Confidential Information for any purpose other than that which the information was disclosed (except to the extent required by law).

8. Suspension and Revocation

8.1 You must not do anything to cause or contribute to any costs, expenses, losses, liability or damages incurred or suffered by Lifeline, including in accessing or using the Lifeline Content.

8.2 You agree that Lifeline shall be entitled to recover any reasonable costs, expenses, losses, liability or damages incurred or suffered as a result of the your failure to comply with a material term of the Terms and Conditions, including Clause 1.

8.3 Without limiting any other clause, Lifeline may in its absolute discretion revoke, suspend, limit or terminate your access to the Lifeline Content for any reason and at any time upon giving satisfactory notice.

8.4 Lifeline may request at any time that you promptly return to Lifeline, delete or destroy, all copies of all, or part of any, Lifeline Content in your possession or control, including if Lifeline exercises its rights under Clause 3. Immediately following your compliance with such a request, you must notify Lifeline in writing that such a request has been fully complied with, and if required by Lifeline, provide evidence of the deletion or destruction of all copies of all, or part of any, Lifeline Content.

9. Variation

9.1 Lifeline may waive, amend, correct, vary, update, supplement or replace the Terms and Conditions, in part or in its entirety, at any time without notice.

10. Governing Law

10.1 Any disputes that arise in relation to your access or use of the Lifeline Content will be governed by the laws in force in New South Wales, Australia.

If you are having problems connecting to the Lifeline Chat crisis support, please see the FAQ's below.

Why does my chat keep dropping out and why do I have to sign in again?

The most common reason for this is the use of mobile devices (eg. Phone, Tablet). Some strategies to make chatting easier while using mobile devices have been listed below:

• Your internet connection/reception matters, as this will guarantee better connectivity to the Internet. You could try moving to an area of the house that has better reception (eg. closer to the router or perhaps closer to the window)
• Mobile phones/ iPads will automatically adjust mobile signal power to use the least amount of battery power as possible. If possible, ensure you are plugged into a charger whilst using your device.
• Since online crisis support is run through an Internet browser, try shutting down any unused applications to free up some memory/processing power on your device.
• One of the common causes of a slow device, is that it has been running for a long time. A quick restart of the device may help.

Our recommendations are:

• Use a personal and secure wifi network to connect to the Internet
• Connect to Online Crisis Support Chat from an area with higher quality mobile phone reception
• Install the latest security & system updates on your device (Android/iOS/PC/Mac)

Browser Requirements

The following will be required to run this service on your device:

• Javascript
• Cookies

VPN Connectivity

• Connecting through a VPN service might inhibit the chat service from being accessible for your device.
• Our recommendation would be not to access the service through a VPN.
• Please be aware that your communication with our service is encrypted, regardless of you using a VPN or not.