Changes to the Samaritans helpline in Ireland

Samaritans is making a change regarding access to its helpline to address the significant numbers of abusive and threatening calls made from withheld/private numbers.

Samaritans remains a confidential service. However, we need to make this change to help protect our volunteers from abusive and inappropriate behaviours, and to reduce misuse of the service. This will help ensure more volunteer time is available to support people who need emotional support.

If you currently withhold your number and have it set to private, you can still contact Samaritans by making your number visible before calling 116 123.

Steps are outlined below as to how you can change this setting on your handset.

Yes. Samaritans remains a confidential service.

You do not need to give your name or personal details when you contact us.

Volunteers cannot see your phone number when you call.

No. Volunteers cannot see your number when you call Samaritans. Your number is automatically protected within our systems and access is strictly limited.

Although volunteers cannot see your phone number, our systems need to recognise calls so we can help manage serious misuse of the service.

This helps us protect volunteers from threatening or abusive behaviour and helps keep the service available for people who need support.

Volunteers and staff are unable to access your telephone number unless we are required to for one of our exemptions to our confidentiality policy.

Access to this information is strictly limited and only used in exceptional circumstances, such as investigating serious misuse, responding to legal requirements, or addressing significant safeguarding concerns in line with our safeguarding policy.

Samaritans treat what you tell us as confidential. We only share information in rare and exceptional circumstances, such as investigating serious misuse, responding to legal requirements, or addressing significant safeguarding concerns.

Any decision to share information is carefully considered and strictly follows our policies and legal obligations.

You can usually make your number visible by:

• Changing the caller ID settings on your phone
• Turning off anonymous or withheld calling settings
• Follow the guidance below or from your phone provider

On iPhone

• Open Settings.
• Scroll down and tap Apps, then tap Phone (or tap Phone directly if on iOS 17 or earlier).
• Tap Show My Caller ID.
• Toggle the switch to ON (green).

On Android

• Open the Phone app.
• Tap the three dots in the top-right corner and select Settings.
• Select Supplementary services, Calling accounts, or Advanced settings (wording varies by device brand).
• Tap Caller ID or Show your caller ID.
• Select Show number or Network default.

If your number is permanently set to private or withheld, you will need to change that setting before calling Samaritans. Please see above how to do this.

Once your number is visible to our systems, you will be able to contact 116 123 as normal. Volunteers will still not be able to see your phone number.

I want to make a complaint to Samaritans about this change. How can I do thFeedback, compliments and complaints can be shared with our Quality and Service Improvement Team in any of the following ways:

1. By completing the form on this website
2. By phone on 01 892 0946 (this is charged at a local rate) and leaving a message. These phonelines are typically available from Monday-Friday 9.00am - 5.00pm, excluding UK bank holidays. By email, to [email protected]. This inbox is typically monitored from Monday - Friday 9.00am - 5.00pm, excluding bank holidays.
3. By letter, to Quality and Service Improvement Team, Samaritans, The Upper Mill, Kingston Road, Ewell, Surrey, KT17 2AF, United Kingdom.