How We Handle Your Information.

Information We Collect

We only collect what a form or feature on this site actually needs to work:

• General enquiries — your name, email address and message.
• Mental health support enquiries — your name, email, optional phone number, preferred contact method, who you're seeking support for, the general area of support needed, and your message.
• Organisation & partnership enquiries — your organisation's name and type, your name and email, optional phone number, organisation size, and details of what you're hoping to improve.
• The EMH Assistant (AI chat) — the messages you type into the chat widget, sent to our AI provider (Anthropic) to generate a reply. We don't store your chat messages in our own database. If a request to the AI provider fails, we log the error our provider returned—never the content of your message.

We don't ask for information we don't need—no home address, no date of birth, no diagnosis.

How We Use It

Information you submit is used only to respond to your enquiry: routing it to the right team at EMH, replying to you, and keeping an internal record of the conversation so we don't lose track of it. We don't sell your information, and we don't use it for advertising.

Storage & Access

Enquiry information is stored in EMH's database and is only accessible to authorised EMH staff who need it to respond to you. The AI chat widget sends your message to Anthropic, our AI provider, solely to generate a reply—governed by Anthropic's own privacy policy.

Confidentiality & Its Limits

We treat what you share with us with care. But submitting a form on this website is not the same as a confidential clinical or therapeutic relationship—it's the start of a conversation with our team, not a session with a therapist. If something you share suggests you or someone else—especially a child—may be at risk of serious harm, EMH may need to act on that information to help keep people safe, which can include contacting appropriate services.

Children & Adolescents

Parents and caregivers can submit a support enquiry on behalf of a child. We only collect what's needed to respond appropriately, and we handle information about children and adolescents with particular care, consistent with EMH's safeguarding responsibilities.

Your Rights

You can ask us what information we hold about you, ask us to correct it, or ask us to delete it. To do any of these, get in touch through our contact form.

How Long We Keep Information

Changes to This Policy

If we change how this website collects or handles information, we'll update this page and change the date at the top.

Questions

For any question about this policy or your information, use our general enquiry form and the EMH team will respond directly.