netari wa/english

Our phone number is 050 313 5160. We reply to messages from Sunday to Friday between 18 and 20.

Chat Support on WhatsApp – Who is it for and what is it?

• This service is aimed at 13–21-year-olds who want to talk to a trusted adult.
• We provide support, help, information, and advice when you’re feeling anxious, scared, sad, or unsure about what to do. You can also share your thoughts or discuss even the smallest things with us. Everything you share with us is important!
• Netari WA is a chat support service on WhatsApp. Here, you’ll talk to trusted adults—trained staff and volunteers, real people.
• Netari WA is a free service, and you don’t need your parents’ permission to use it.

How does Netari WA work?

• You can send us a WhatsApp message at any time. Our phone number is 050 313 5160.
• Our team is available to respond and chat with you from Sunday to Friday, 18-20.
• Messages received on holidays or outside of service hours will be answered on the next open day.
• No waiting during operating hours. We respond to your messages as quickly as possible.
• If you message us outside of our operating hours, we may contact you with a reminder message. By replying to the reminder, you can continue the conversation with us.
• We unfortunately cannot accept voice or video calls. Voice messages work, but responding to them might take longer, especially if the voice messages are long.
• After you’ve used the service for about a month, we’ll have a conversation with you to discuss how you’ve been doing in the service and how we can help you even better in the future.
• Previous conversations are saved, so you won’t have to explain your situation or issues again.
• Your phone number will be saved in our system when you send us a message. Please read our privacy policy (link at the bottom of the page) to understand why.
  

What Netari WA offers:

• We are a chat support service on WhatsApp.
• The chance to express your feelings, thoughts, and experiences whenever it suits you.
• Your messages will always be received and answered as soon as possible.
• A safe and accepting space where you can always feel understood.
• Celebrating small and big successes together.
• Support in finding solutions and answers to things that may be on your mind.
• Help in finding the right services or assistance if you need it.
• We can contact authorities on your behalf if necessary, working with you in the process.

What Netari WA does not offer:

• We do not offer therapy or diagnoses.
• We do not solve problems for you, but we help you find solutions together.
• We cannot provide an immediate response to your message (response time depends on the number of inquiries and service hours, but we always try to reply as quickly as possible).
• We are not able to offer professional or emergency help.
• We are not a place solely for venting or releasing negative emotions. However, we are happy to help you find ways to ease your feelings.
• We do not provide long-term chat support. We aim to help you with your issues so that you can find solutions and progress.

Confidentiality and Data Handling

We are bound by confidentiality: your conversations and information will not be shared or disclosed to others. Information may only be exchanged between the staff on duty. The exception is if there are concerns related to child protection, emergencies, or criminal matters. In such cases, we are required to contact authorities. We strive to act openly and cooperate with you in these situations.

You decide what you want to talk about and what information you wish to share with us. We only see your phone number and the messages you send. We store your messages on the phone to make it easier to continue the conversation after any breaks. Messages and your number are deleted after two months of no communication.

Conversations may be analyzed for service development purposes. In these cases, conversations are anonymized to remove any identifiable information.

Please also read Netari WA’s community guidelines and privacy policy.

Rights and Responsibilities of Users and Staff

It’s okay if different feelings arise during the conversation. You have the right to express yourself and disagree with the staff. However, we hope that conversations on Netari WA remain respectful and in good spirits. If we experience inappropriate behavior or treatment, we have the right to end the conversation. However, we always aim to first discuss with you and find mutual understanding. If a user misuses the service in any way, we have the right to remove them from the service.

If there are concerns related to child protection during the conversation, we are required to act appropriately and contact the authorities, such as emergency services or child protection. There are often many misconceptions and misinformation surrounding child protection. Contacting child protection is not a serious matter; it’s done so professionals can better help children, young people, and families. Child protection laws and professionals are always guided by the best interest of the child. It is not a punishment. You can read more about this on our website.

Our service is committed to following the ethical guidelines of the online youth work forum.