Helpline is a service that provides Internet users with quick aid and advice on the matters related with Web safety. If the user has a special problem or needs more detailed information than present in Information (awareness-raising) part, he or she can contact Helpline.

Helpline receives questions mostly via special web-form. For user’s convenience web-forms are specialized by topics of questions (including problems of illegal content, legal problems, Internet-related psychological problems, software threats). Also ICQ communication is available. Professionalism of consultation is guaranteed by level of co-operating experts, most of them are leading specialists in respective fields.

Helpline works anonymously. The person can receive answer by E-mail (if provided). The answer can be published on the Helpline website if such permission is given. If the Helpline query contains information about possibly illegal content information about such content is passed to the Hotline.

Helpline also provides consulting and psychological aid to victims of crimes committed against children with use of the Internet, especially attempted child sexual abuse, grooming and cyberbullying. This project is held together with partner organizations having big expertise in their sphere of knowledge and in consulting, involved in federal-scale ChildHelpLine project reaching children in all regions of Russia (coordinated by The Russian Children in Need Fund). Professionalism of consulting on matters of sexual abuse and violence is ensured by Angel Coalition, one of the leading NGOs in the field of personal safety. Consulting is provided via Internet (Helpline query forms) or by phone. Information about missing kids is being transferred to LEAs for action.

At the same time, Helpline is NOT a tech support for software products and does not give advices on the proper work of software.

All Helpline services are free. Being oriented on Russian-speaking audience, Helpline services are available only in Russian.