Abuse at home: first steps and the 016 helpline

Key rules

• Emergency: 016 is not an emergency line: if you are in immediate danger, call 112, or the police on 091 or 062.
• 016: The 016 helpline is free, confidential and open 24 hours a day, every day of the year, in 53 languages.
• No forced report: 016 gives information and referral without forcing you to report, and it does not automatically tell the police.
• Phone traces: The call is not on the bill, but delete it from your phone's call history.

If you are in danger right now

Call 112, or the police on 091 or 062. Do not wait and do not call 016 first. 016 is an information line, not an emergency service.

If you cannot speak, you can send a silent alert with your location through the ALERTCOPS app. It is free. Victims of gender violence can register for it, so set it up in advance if you can.

What 016 is for

Call 016 when you are not in immediate danger and want to know what your options are. The call is free and confidential, and it is open 24 hours a day, every day of the year, in 53 languages. Your immigration status does not matter.

016 gives you:

• Information on your rights, the resources available and how the procedures work.
• Legal advice straight away, often from specialised lawyers.
• Psychological first care.
• Referral to local services such as support centres, shelters and legal aid.

It covers all forms of violence against women, including sexual violence, trafficking and forced marriage.

Calling does not force you to report

Calling 016 does not automatically tell the police. You can ask questions and decide later what to do. The one exception is a serious emergency. If the operator sees imminent danger to your life or safety, they can transfer the call or alert the emergency services.

Make sure the call leaves no trace

The call does not appear on the itemised phone bill. It can still stay in the call history of the phone you used. Delete it from the call log straight after you hang up.

If you think your phone is being watched, use another phone. Other ways to reach 016 are WhatsApp on 600 000 016, email at 016-online@igualdad.gob.es, and an online chat. These can leave their own traces, such as messages or sent emails, so delete them too or use a device the other person cannot reach.

If you are deaf or hard of hearing, there are text and video-interpreting services. You can also call 900 116 016.

Your first day

1. If you are in danger, call 112, 091 or 062.
2. If you are not, call 016 and say what is happening. Ask for legal advice and for a referral to a support centre or shelter near you.
3. Delete the call from your phone's history.
4. Decide with the 016 adviser what comes next. You do not have to decide everything in one call.

If you are calling about someone else

A friend, relative or neighbour can also call 016 for advice on how to help. If the person is in immediate danger, call 112.

The choices, checklist and quick answers below cover the same steps in short form.

Choosing between options

Should you call 016 or the emergency services?

• Call 016: You need information, legal advice, emotional support or referral, and you are not in immediate danger.

• Call 112, 091 or 062: You are in immediate danger or an emergency is happening now.

• Send a silent alert with the ALERTCOPS app: You cannot speak safely. The app is free, sends your location to the police and works without talking.

If you are in danger right now, call 112 or the police. Otherwise call 016, which will not report you unless it detects serious risk.

Checklist

Your first day

• Call 016 for information and referral when you are not in immediate danger. It is free, open 24 hours a day and works in 53 languages. It does not appear on the itemised bill, and you do not have to file a report.

• Delete the 016 call from your phone's call history straight after the call.

• Ask 016 for legal advice and psychological first care, and for referral to a local support centre, shelter or legal aid.

What to watch out for

What to watch out for

• 016 is not an emergency line: 016 gives information, advice and support, so it is the wrong call if you are in immediate danger.

• The call can stay on your phone: The call does not show on the itemised bill, but it can remain in your phone's call history, and someone who checks your phone could see it. Delete it from the call log, or use another phone or an online channel.

• Operators may alert emergency services: A call to 016 does not automatically notify the police. If the operators detect serious risk or imminent danger, they transfer the call or alert 112 or the police. Tell the operator if it is not safe for anyone to come to your location, and say where you are if it is.

Quick answers about calling 016

Will a call to 016 show up on my phone bill or call log?

No, a call to 016 does not appear on the itemised phone bill, but it can stay in the call history of your phone. Delete it from the call log afterwards. If someone checks your phone, use another phone or the service's online channels instead.

Does calling 016 automatically tell the police?

No, calling 016 does not automatically notify the police, and the service does not report you by default. If the operators see an emergency or serious risk, they transfer the call or alert 112 or the police.

Can a friend or neighbour call 016 about someone else?

Yes, relatives, friends, neighbours and colleagues of a possible victim can call 016 for advice. The service explains how to help and what resources exist, and it can give legal and psychological guidance. If there is risk, it passes the case to the emergency services.

Can I contact 016 by WhatsApp, email or chat instead of phoning?

Yes, besides the phone you can use WhatsApp on 600 000 016, email at 016-online@igualdad.gob.es, or an online chat. Deaf and hard-of-hearing users have text and video-interpreting services and TTY access. The number 900 116 016 is also used for deaf-user access.