I. USER RIGHTS
Anyone accessing our ANAR Helplines service has the right to:
a) Use the service through our various ANAR Helplines.
b) Receive sufficient and truthful information, in understandable and universally accessible terms, on the provision and features of our ANAR Helplines service.
c) Be attended to individually, under conditions of equality and non-discrimination, respecting personal dignity and based on mutual consideration, tolerance and cooperation.
d) Be attended to by a professional specialised in childhood and adolescence.
e) Receive individualised and comprehensive guidance on any issue they raise concerning a minor, tailored to their needs and aimed at protecting the rights of children and teenagers, 24 hours a day, confidentially, every day of the year, throughout Spain and delivered by professionals.
e) Obtain an assessment from our legal and social departments, when the case requires it.
f) Obtain the guarantee of confidentiality regarding the information shared with the ANAR Helplines and the protection of personal data in accordance with current legislation.
h) Access information, suggestion and complaint channels that enable the effective exercise and defence of their rights.
i) Receive a response to any complaint within the legally established time frame, provided the designated channels are used.
j) Know their rights as a user of the ANAR Helplines.
II. USER DUTIES
Anyone accessing the ANAR Helplines has the following duties:
a) Provide truthful information about their personal, family and social circumstances if contacting as a child or teenager, or about the personal, family and social circumstances of the child or teenager if contacting as someone close to them, as this information is essential for appropriate guidance, referral and, where applicable, social and/or legal intervention to pass the case on to the competent bodies.
b) Respect the dignity and rights of the professionals staffing the ANAR Helplines, and behave based on mutual respect, tolerance and cooperation.
c) Comply with the rules, requirements and procedures for the proper use of the ANAR Helplines.
d) Make responsible use of the ANAR Helplines.