Helpline is committed to protecting your privacy when you use our service. This Privacy Notice explains how we use information about you and how we protect your privacy.
What is personal data?
Personal information can be anything that identifies and relates to a living person. This can include information that when put together with other information can then identify a person. We collect the following types of personal information:
- Contact details
- Medical Information
- Financial Information
Why we use personal information?
We need to use the information listed above in order to:
- Provide a service to you
- Deal with any queries you may have
- Investigate any worries or complaints you may have
- Keep you informed of offers, promotions
- Train staff
The law gives you a number of rights to control what personal information is used by us and how it is used by us.
How can you access the information we hold about you?
You are legally entitled to request access to any records held by Helpline about yourself. When we receive a request from you in writing, we must normally give you access to everything we have recorded about you. However, we will not let you see any parts of your record which contain:
- confidential information about other people; or
- information a care professional thinks will cause serious harm to your or someone else’s physical or mental wellbeing; or
- if we think that a crime may be prevented or found out by disclosing information to you.
This applies to paper and electronic records. To make a subject access request please visit www.colchester.gov.uk/data or email firstname.lastname@example.org
How can you request correction of inaccurate information?
Whilst Helpline tries to ensure that any personal data it holds about you is correct, there may be situations where the information it holds is no longer accurate. If this is the case, please contact email@example.com or telephone 01206 769779 so that any errors can be investigated and corrected. You should let us know if you disagree with something written on your file. You may not always be able to change or remove the information. However, we will correct factual inaccuracies and may include your comments in the records.
You can ask to delete information (right to be forgotten)
In some circumstances you can ask for your personal information to be deleted, for example:
- Where your personal information is no longer needed for the reason why it was collected in the first place
- Where you have removed your consent for us to use your information (where there is no other legal reason us to use it)
- Where there is no legal reason for the use of your information
- Where deleting the information is a legal requirement
- Where your personal information has been shared with others, we’ll do what we can to make sure those using your personal information comply with your request for erasure.
Please note that we can’t delete your information where:
- we’re required to have it by law
- it is used for freedom of expression
- it is used for public health purposes
- it is for, scientific or historical research, or statistical purposes where it would make information unusable
- it is necessary for legal claim
You can ask to limit what we use your personal data for
You have the right to ask us to restrict what we use your personal information for where:
- you have identified inaccurate information, and have told us of it
- where we have no legal reason to use that information but you want us to restrict what we use it for rather than erase the information altogether
When information is restricted it can’t be used other than to securely store the data and with your consent to handle legal claims and protect others, or where it’s for important public interests of the UK.
You have the right to ask us to stop using your personal information. However, if this request is approved this may cause delays or prevent us delivering that service. Where possible we’ll seek to comply with your request, but we may need to hold or use information because we are required to by law.
You can ask to have your information moved to another provider (data portability)
You have the right to ask for your personal information to be given back to you or another service provider of your choice in a commonly used format. This is called data portability.
However this only applies if we’re using your personal information with consent (not if we’re required to by law) and if decisions were made by a computer and not a human being.
Right to complain
You have the right to complain about any matter relating to our service, including how we use your personal data. In the first instance please contact our Data Protection Officer by e-mailing DPO@colchester.gov.uk
How do we keep information secure?
We will take appropriate steps to make sure we hold records about you (on paper and electronically) in a secure way, and we will only make them available to those who have a right to see them. Our security includes:
- access controls on systems
- security training for all staff
Our Data Protection and Information Security policies can be found below:
Data Protection Policy 2017/18
Information Security Policy 2017/18
Where in the world is your information?
The majority of personal information is stored on systems in the UK. But there are some occasions where your information may leave the UK either in order to get to another organisation or if it’s stored in a system outside of the EU.
We have additional protections on your information if it leaves the UK ranging from secure ways of transferring data to ensuring we have a robust contract in place with that third party.
We’ll take all practical steps to make sure your personal information is not sent to a country that is not seen as ‘safe’ either by the UK or EU Governments.
How long do we keep your personal information?
We will only store your personal information for as long as is necessary. Records will be kept in accordance with our retention policy.
Who will we share your personal information with?
We use a number of commercial companies and partners to either store personal information or to manage it on our behalf. Where we have these arrangements there is always a contract or information sharing protocol in place to ensure that the organisation complies with Data Protection law.
Sometimes we have a legal duty to give information about people. This is often because we must give that information to courts.
We may also share your personal information when we feel there is a good reason that is more important than protecting your confidentiality. This does not happen often, but we may share your information:
- for the detection and prevention of crime/fraudulent activity; or
- if there are serious risks to the public, our staff or to other professionals;
- to protect a child; or
- to protect adults who are thought to be at risk, for example if they are frail, confused or cannot understand what is happening to them.
The law does not allow us to share your information without your permission, unless there is proof that someone is at risk. This risk must be identified as being serious before we can go against your right to confidentiality. When we are worried about your physical safety or we feel that we need to take action to protect you from being harmed in other ways, we will discuss this with you and, if possible, get your permission to tell others about your situation. We may still share your information if we believe the risk to others is serious enough to do so. There may also be rare occasions when the risk to others is so great that we need to share the information straight away. If this is the case, we will make sure that we record the information we share and our reasons for doing so. Wherever possible we will only use anonymised, pseudonymised or de-personalised information.
We do not sell personal information to any other organisation for the purposes of direct marketing.
If you subscribe to a newsletter on our website(s) or at any events, we will not pass your details onto any third parties, and they will be stored confidentially, in accordance with the Data Protection legislation. In order for us to provide this service to you we will need to collect and store an email address. You can unsubscribe at any time by going to https://public.govdelivery.com/accounts/UKCOLCHESTER/subscriber/session/new.
Where can I get advice?
If you would like further information or if you have any concerns about how the Helpline is handling your personal data, these can be raised with the Council’s Data Protection Officer: Email: DPO@colchester.gov.uk
Write to: Information Services, Colchester Borough Council, Rowan House, 33 Sheepen Road, Colchester, CO3 3WG.
For independent advice about data protection, privacy and data sharing issues, you can contact the Information Commissioner’s Office (ICO) at:
Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF. Tel: 0303 123 1113 (local rate) or 01625 545 745 if you prefer to use a national rate number. Alternatively, visit www.ico.org.uk or email firstname.lastname@example.org.
To make this site simpler, we sometimes place small data files on your computer. These are known as cookies. Most big websites do this too. They improve things by:
- remembering settings, so you don’t have to keep re-entering them whenever you visit a new page
- remembering information you’ve given (eg your postcode) so you don’t need to keep entering it
- measuring how you use the website so we can make sure it meets your needs.
Our cookies aren’t used to identify you personally. They’re just here to make the site work better for you. Indeed, you can manage and/or delete these small files as you wish.
Measuring website usage (Google Analytics)
We use Google Analytics to collect information about how people use this site. We do this to make sure it’s meeting its users’ needs and to understand how we could do it better.
Google Analytics stores information about what pages you visit, how long you are on the site, how you got here and what you click on. We do not collect or store your personal information (e.g. your name or address) so this information cannot be used to identify who you are.
We also collect information on the number of times particular search terms are used and the number of failed searches. We use this information to improve access to the site and to identify gaps in the information content so we can plan appropriate expansion of the system. Unless the law allows us to, we do not:
- share any of the information we collect about you with others
- use this information to identify individuals.
Third party cookies
We use videos from YouTube and feeds from other websites such as Facebook and Twitter. These third party websites place cookies on your device when watching or viewing these pages.
Below are links to their cookie policies:
Google and YouTube
You can stop cookies being downloaded on to your computer or other device by selecting the appropriate settings on your browser. If you do this, however, you may not be able to use the full functionality of this website.
There is more information about how to delete or stop using cookies at www.aboutcookies.org. If you wish, you can also opt out of being tracked by Google Analytics.
Further information on the use of personal information can be found at www.ico.org.uk.
Updates to this privacy notice
Helpline will continually review and update this privacy notice to reflect changes in our services and feedback from service users, as well as to comply with changes in the law. When such changes occur, we will revise the “last updated” date at the top of this notice. We encourage you to periodically visit Helpline’s web site to review this notice and to be informed of how we are protecting your information.
The privacy notice was last updated on 23/05/18.