SOS Text Messaging Service (“SOS Care Text”) and 24-hour Hotline are crisis support services provided by Samaritans of Singapore (SOS). Our goal is to help individuals who may be in crisis by connecting them with SOS trained volunteers for emotional support via the web, social media, and telephone. SOS Care Text is free of charge and the 24-hour Hotline is toll-free. These services are available 24 hours, daily in Singapore.
SOS Terms of Service
IF YOU OR SOMEONE YOU KNOW IS IN IMMEDIATE SELF-HARM/INJURY, CALL EMERGENCY MEDICAL SERVICES AT 995 OR APPROACH THE A&E DEPARTMENT OF YOUR NEAREST HOSPITAL.
USE OF THESE SERVICES
Please read the following before using or accessing SOS Care Text and the 24-hour Hotline (the “Services”), provided by SOS.
By accessing or using the Services, you agree to these Terms of Service (the “Terms of Service”) and the confidentiality policy described below (the “Confidentiality Policy”). These Terms of Service and the Confidentiality Policy are collectively referred to as the “Terms”.
These Terms govern your access and use of the Services. You may contact us by email at comms@sos.org.sg, if you have any questions about these Terms. You may not use these services if you do not agree to the Terms. Alternatively, you may find other 24/7 hotlines such as IMH’s Mental Health Helpline at 6389 2222 useful.
MODIFICATION OF TERMS AND CONDITIONS
These Terms may be modified from time to time to make sure the Services work effectively and in accordance with the law. Any changes will be effective immediately upon posting, so every time you access these Services, you will be presented with the updated Terms. Your use of the Service after modification of the Terms have been posted will constitute your acceptance of the revised Terms.
Nature and Use of Information Provided through This Service
Your engagement with SOS does not constitute medical or mental health care or treatment, and our relationship with you does not constitute an attorney-client relationship, a doctor-patient relationship, or any other sort of professional relationship between a licensed professional and its client. Our Service is not a substitute for professional health care or any other services offered by licensed professionals (e.g. lawyers). We urge you to seek the advice of licensed professionals, particularly your doctor or other qualified health professionals with any questions you may have regarding a medical or mental health condition. If you believe you or someone you know is in immediate harm, call emergency medical services at 995 or approach the A&E department of your nearest hospital.
The 24-hour Hotline and text messaging services are designed in a manner such that SOS trained volunteers cannot use your telephone number or social media profile when you contact us. However, some information that could be used to identify you, if available and accessible by our professional staff, will only be utilised if we believe you are in imminent risk of suicide and/or self-injury or case assessment.
We record statistical information for each contact received, to improve our services. This includes non-identifiable information such as gender and how distressed the individual was at the time of contact. These information are never used to report on specific people.
We may share information on CareText conversations with appropriate research partners and other organisations, that excludes personal data defined by PDPA. We typically share data that will result in insights to create a better experience for our texters.
RISKS OF USE OF SERVICES
You assume all risks for use of the Services. SOS and/or any of its volunteers, operators, or agents are not liable for any decisions made, or results of the decisions made, or actions taken, by you or a third party, as a result of, or after using the Service, or based on reliance upon the information contained in or provided through the Services. This includes whether you choose to seek or not seek professional care, modify or terminate specific treatment you are currently receiving based on the information provided by the Services. You agree to indemnify SOS and hold us harmless for damages arising out of (a) your breach of these Terms, (b) your violation of the law, (c) claims asserted by third parties that you are in breach of these Terms, (d) information provided by you through these Services, or (e) your use of these Services. Without limit to the above, SOS or any of its operators/agents shall not be liable for any special, incidental, consequential, or indirect damages.
The Services are provided on an “as is” and “as available” basis. SOS and its operators/agents expressly disclaim all warranties and conditions of any kind, whether express or implied and make no warranty or representation that the Services will (a) meet your requirements; (b) be uninterrupted, timely, secure, error-free, bug-free, virus-free, or accurate; (c) be merchantable or fit for a particular purpose; or (d) meet your expectations. The above disclaimers of liability apply to all damages or liability, including those caused by any failure of performance, error, omission, interruption, deletion, defect or delay in operation or transmission, whether for breach of contract, tortious behaviour, including negligence, or any other cause of action.
Only Lawful Use
You agree to use the Services only for lawful purposes, and in a manner which does not infringe the rights of, or restrict, or inhibit the use and enjoyment of this site by any third party. Such restriction and inhibition includes, without limitation, conduct which is unlawful or which may harass or cause distress or inconvenience to any person and the transmission of obscene or offensive material or disruption of normal flow of dialogue while using the Services.
SOS may unilaterally terminate your access to the Services at any time if you violate these Terms, or if we determine that you’d be better served by a different kind of support.
CONFIDENTIALITY POLICY
Your privacy is important to us.
Please refer to the following for SOS’s confidentiality policy statement: In certain situations, SOS may need to tell someone that you have contacted SOS.
SOS takes your confidentiality seriously and will only consider speaking to someone else if we are concerned about what you have told us and we feel that you are unable to make decisions. In times when SOS and its agents are concerned about your safety or that you are being hurt either by your own actions or by someone else, SOS want to help find the best way to keep yourself safe.
SOS and its agents will do this by listening and by talking to you about what you want to do. Most of the time, what you share with SOS will be kept confidential between SOS and you. However, in circumstances when you are unable to make decisions to keep yourself safe from harm, SOS might need to tell someone else what you have shared with us, to be able to help you. For example, in instances when you are not able to make a decision about your own safety because you do not understand the risks, if you cannot remember the situation you are in, or if you lose consciousness whilst you are on the phone or text conversation with SOS.
If you share information with SOS which identifies a child or vulnerable adult who is at risk of harm, after discussion with you, SOS may contact other relevant services such as the SCDF and the SPF if you or the affected individual is in immediate danger of being hurt by someone else.
SOS can only help in these situations if we have information which identifies you and the affected individual.
In other situations, we may be able to help with other information like:
- Name
- Residential address/exact location of individual·
- Individual’s contact information (i.e. mobile or residential phone number and email address)
It is important to know that you can decide what information you choose to share with SOS. Even if you have told us this information, it does not mean SOS will automatically tell someone else.
SOS would always want to help you to explore your feelings about your situation and to help you make the decisions that are right for you. SOS and its agents will ask you questions when talking to you to help you do this, and to make sure we understand what you are telling us.
If you do not share your details with SOS, we are unable to contact you other than replying through the communicative channel you used to contact us.
YOU SHOULD ALSO PROTECT YOURSELF
Despite these protections, the Internet remains an imperfectly secure environment, and SOS cannot guarantee protection from intruders or interceptors. You agree to use the Services and submit information at your own risk. You agree that SOS or any of its volunteers and operators or agents will have no liability regarding unauthorised access. SOS is not responsible for, and cannot control, parties who are not affiliated with SOS, do with information that you provide to them.
RESPECT OUR STAFF AND VOLUNTEERS
Samaritans of Singapore is committed to protecting and supporting our staff and volunteers to ensure a safe workplace environment. Members of the public are reminded to treat our staff and volunteers with respect and dignity, and that any form of verbal or physical abuse to them will not be tolerated.
To reach out, please contact hrd@sos.org.sg or pv@sos.org.sg.
THIRD PARTY SERVICE PROVIDERS
You may contact SOS through approved third party websites, applications, or services (“Third Party Service Providers”). However, these Terms only apply to you and SOS. SOS is not responsible for, and make no representations regarding the policies or practices of any Third Party Services. If you contact SOS through a Third Party Service, you are subject to these Terms as well as the terms and policies of the Third Party Service Provider. It is encouraged that you to review the terms and policies of any Third Party Service you use to contact SOS. You should contact SOS directly by using our 24-hour Hotline and/or web-based chat platforms if you do not wish to be subject to a Third Party Service Provider’s terms or policies.
GOVERNING LAW; INTERNATIONAL USERS
These Terms and provision of the Services are governed by the laws of Singapore without giving effect to principles of conflict of law. SOS and you both consent to the exclusive jurisdiction of the Singapore courts over all matters and disputes arising out of or in connection with the Services.
The Services are operated in Singapore. If you are located outside of Singapore, please be aware that any information you provide will be collected in or transferred to Singapore and used in accordance with Singapore laws. By using the Services and/or providing us with your information, you consent to such collection, transfer, and use.
SEVERABILITY; ENTIRE AGREEMENT
If a court finds any provision of these Terms to be invalid or unenforceable, that particular provision shall be enforced to the maximum extent possible and the remaining Terms shall remain in full force and effect. These Terms constitute the entire agreement between you and SOS, superseding any other written or oral agreements or understandings.
