Business Messaging Policy for WhatsApp
Willingness Malta Version 2.0 — 5 August 2026
1. What this covers
We use WhatsApp as one way to reach us for practical, day-to-day matters. This policy explains what we use it for, what we ask you not to send, and how your information is handled on that channel. It applies to anyone who contacts Willingness Malta over WhatsApp.
2. WhatsApp is not an emergency channel
We do not monitor WhatsApp around the clock. Messages are read during business hours, Monday to Friday, 08:30 to 20:30, and Saturday, 08:30 to 16:00, and we aim to reply within one business day.
If you or someone else is at immediate risk, do not send a message and wait. Call 112, call the free 24-hour national Supportline on 179, or go to the nearest emergency department.
3. What to use WhatsApp for, and what not to
Good uses: asking about our services and availability, arranging or rescheduling an appointment, practical questions about location, parking, timing or what to bring, and general enquiries about camps, workshops or orders.
Please do not send over WhatsApp:
- Detailed health, mental health or sexual health information, clinical histories, symptoms, test results, medical documents or anything you would consider confidential clinical material. WhatsApp is a convenience channel, not a clinical record system, and it is not the right place for this. Bring it to your appointment, or ask us to arrange a secure route.
- Card numbers, bank details, passwords or identity documents. We will never ask you for these over WhatsApp. If a message claiming to be from us asks for them, it is not from us.
- Information about another person who has not agreed to you sharing it.
If you do send clinical detail, we will handle it with the same confidentiality as anything else you share with us, and we will move the conversation to a more appropriate channel.
4. How your information is handled
- WhatsApp is operated by WhatsApp Ireland Limited, part of the Meta group. When you message us, Meta processes your phone number, your profile information and metadata about the conversation, such as when messages are sent and delivered. That processing is governed by Meta’s own terms and privacy policy, not ours.
- WhatsApp messages are end-to-end encrypted in transit, so Meta cannot read their content. The message content is still visible on your device and on ours.
- We keep WhatsApp conversations only as long as we need them for the enquiry, and we do not use them as a clinical record. Where a message leads to a booking or a clinical matter, the relevant details are recorded in the proper system and this policy stops applying to that record.
- We do not share your messages with anyone outside Willingness, other than where the law requires it or where there is a serious and immediate risk to someone’s safety.
- Our Privacy Policy sets out your rights over your personal data and how to exercise them.
5. What we will send you
If you message us, we reply about that enquiry, and we may send related practical messages such as appointment confirmations and reminders.
We will not send you marketing, promotions or newsletters over WhatsApp unless you have specifically opted in to receive them. Starting a conversation with us is not an opt-in to marketing. If you have opted in and change your mind, tell us in the chat and we will stop, with no effect on the service you receive.
You can ask us to stop contacting you on WhatsApp altogether at any time, and we will use another channel instead.
6. Respectful use
This channel is for communication with Willingness Malta about our services. We do not accept abusive, threatening, discriminatory or otherwise inappropriate messages, and we will end the conversation and block the number where that happens. Where a message suggests a risk to someone’s safety, we act in line with our safeguarding obligations under Maltese law.
7. Changes and contact
We may update this policy. The version number and date at the top show when it last changed.
Willingness Malta
Willingness Hub, Qolla Street, Żebbuġ ZBG 1511, Malta
Email: [email protected]
Data protection: [email protected]
Phone: +356 79291817