Addiction, Health, Behaviour Change | CGL

Change Grow Live webchat terms of use

Welcome to Change Grow Live webchat. Our professional advisors can provide you (a new service user, concerned other or a fellow professional) with information, advice, and support. Any advice we provide to you via webchat will be kept confidential and recorded for your use only.  

Please read the terms of use before starting a Change Grow Live webchat session. If you do not understand any or some of the above terms, please contact

Change Grow Live service users have a right to privacy during their time with Change Grow Live, in line with the arrangements under the Data Protection Act 2018. As a health and social care provider of services, we also have a duty of care relating to safeguarding which depending on the circumstances or issue at the time may supersede a service user’s right to confidentiality.

To read about our approach to safeguarding click here.


Please do not use Change Grow Live webchat for booking, cancelling or amending appointments or for requesting prescriptions. Change Grow Live webchat is not an emergency service. If you or someone else are in immediate danger or require medical assistance, please call 999. In a non-emergency situation, please call 101.

Change Grow Live has detailed, clear and fully compliant policies and procedures regarding privacy and confidentiality. For more information about our policies including the use of cookies please click here.

Your rights

By law you have rights and entitlements in relation to the information we hold about you. You can read more about these rights and entitlements here.

Age limits for young people

This service is available for use by children aged 13 and over. By accessing webchat you are agreeing to these terms.  Please therefore ensure you are familiar with these before using webchat.

Webchat security

Before starting Change Grow Live webchat, please ensure other people cannot see or access the conversation. We advise that you do not use a public or shared computer and that your screen is not in view of others. The session will not be accessible once the chat has been terminated by you and/or the webchat practitioners - the webchat window will close. If you do have to use a public or shared computer, if possible, please launch your browser in “private browsing” mode. Always close the browser window at the end of the Change Grow Live webchat session. 

When using Change Grow Live webchat, we can see your IP address. We may pass this on to appropriate agencies if we feel you are at immediate risk of harm.  This will only be actioned if Change Grow Live views the circumstances at the time as being of severe risk or harm to you and/or you need immediate support and help in relation to your situation at that time.

Language, use of language, threats and abuse

Change Grow Live will not tolerate any form of abusive, threatening or inappropriate language towards staff. We will also not tolerate discriminatory or offensive language. If this occurs and continues despite being warned your session will be terminated immediately.