BBC support services should not promote any particular agency, charity or organisation and they should not carry advertisements for any merchandise supplied by any organisation or company. Where possible we should give details of the range of agencies which may offer help or advice. If information is given about products we should give a range of comparable products and not promote any manufacturer or supplier. This is particularly important if we offer a telephone helpline after a sensitive programme. There must be sufficient telephone capacity and a sufficient number of trained staff or trained volunteers to offer a high quality service to viewers or listeners.
Early planning is vital.
A telephone helpline staffed by trained people can provide information or support concerning issues raised by BBC programmes or it may refer callers to suitable advice agencies. When a programme has dealt with distressing issues, helpline staff can provide support or advice on obtaining counselling. In other cases a helpline may offer factual information about the issues discussed in the programme and give advice on where further information can be obtained. It is essential that all the information provided is impartial and objective and gives details of a wide range of agencies, charities and statutory organisations. No agency should be promoted at the expense of others.