Confidentiality
and privacy policy
Disclaimer
ConfiDental is purely a listening and signposting service. Our call handlers are not
- Clinical advisors
- Qualified counsellors or therapists.
We are therefore unable to provide advice on these matters.
Full confidentiality statement
ConfiDental is a listening service which offers a space to talk about how you’re feeling, and also to signpost you to other relevant organisations.
The service is confidential, though there are some specific occasions where we may need to break that confidentiality (these are listed below).
Occasions when we would break confidentiality
There are times where we’ll need to break this confidentiality agreement; the following are such occasions, though this is not an exhaustive list:
• where information of terrorism, money laundering or a bomb threat is disclosed to us
• if we receive a court order or in order to comply with our legal obligations to share information
• matters relating to safeguarding. If we become aware, hear about or suspect that abuse/harm may have taken place or may occur in relation to any adult or child.
• in the event that our staff or service is abused.
If appropriate and possible, we will inform you that we’re going to do this.
Apart from an occasion where we need to break confidentiality for a purpose such as those listed above, we will not share your data with anyone outside of ConfiDental . Access to the information from your call is restricted to the Head of operations as directed by the Trustees.
Privacy notice
What is the purpose of this document?
ConfiDental collects, stores and processes information about service users who access and use the telephone helpline.
ConfiDental is committed to being transparent about how it collects and uses that data to meet its data protection obligations. Personal information will be held in compliance with the UK General Data Protection Regulation (EU) 2016/679 and the Data Protection Act 2018.
The types of personal data we collect is limited to the following:
• We collect routine statistical information about those using our services, which is anonymised and used for reporting and evaluation purposes. This information may be summarised and used in ConfiDental publications. We take great care to ensure that no individually identifiable information is disclosed.
• Individuals may provide information of a personal and sensitive nature about their health, finances, work circumstances or personal difficulties. A record of the discussion will be kept to ensure that the appropriate response is provided, particularly if the individual contacts ConfiDental again.
• Notes may record the key points or issues raised, the information given by the support services team (including volunteers), relevant background information and any follow-up action. Access to this information is limited to staff only on a need-to-know basis.
• Telephone call recordings.
Call recording
All of our calls are recorded to monitor the quality of our service and support the training of our staff and volunteers. They may also be used to support the investigation of a safeguarding matter or complaint, where they will be listened to by the Head of Operations as directed by the Trustees. We are also required to comply with legal obligations should we be requested to provide this information under a court order.
Your telephone number will be stored in our call recording system and linked to the recording of your call. Your call recording will be retained for a maximum of thirty days.
What is the legal basis for collecting and processing your personal information?
The Information and Support Line process data to provide these services as per Article 6 and Article 9 of the UK GDPR.
• We process under the lawful basis of consent. You do not have to provide your consent and you can withdraw your consent at any time.
Please note that we may process your personal information without your knowledge or consent, where there is a safeguarding concern, or where this is required or permitted by law.
• Where it is necessary for compliance with a legal obligation.
• Where necessary for the purposes of legitimate interests, pursued by Confidental or by a third party.
• Where processing is necessary to protect your vital interests or the vital interests of another person.
If consent is not provided:
If you do not provide your consent for the helpline staff to process your personal data or record your call, then we will not be able to provide the service to you.
We will use your personal information for the purposes for which it is collected.
What about other third parties?
We may need to share your personal information with a regulator or to otherwise comply with the law. This may include:
• where information of terrorism, money laundering or a bomb threat is disclosed to us
• if we receive a court order or in order to comply with our legal obligations to share information
• if we become aware of a safeguarding concern, hear about or suspect that abuse/harm may have taken place or may occur in relation to any adult or child
• in the event that our staff or service is abused
• if we believe someone is taking steps to end their life.
Any disclosures of personal data are made on case-by-case basis, using the minimum personal data necessary for the specific purpose and circumstances and with the appropriate security controls in place. Information is only shared with those agencies and bodies who have a “need to know” or where you have consented to the disclosure of your personal data to such persons.
Access to call recordings will be limited to the Head of Operations and trustees and only where specific trustee consent has been sought and obtained.
Retention
Your data is kept in accordance with the statutory retention periods.
• If you contact us by phone, the recording of your call will be deleted after thirty days. The record of your phone number will be automatically deleted after one month
• If you contact us by email, your email and e mail address will be deleted after three months.
• If you contact us by online chat your transcript and IP address will be deleted after three months,
Your Personal Information Rights
What rights do I have over my personal data? You can:
• Access your data by making a Subject Access Request.
• Rectify, erase or restrict your data where this is justified.
• Request transfer on your data where this is justified.
• Object to the processing of your data where this is justified.
• Object to how your information is used.
Concerns about your privacy and data
If you have questions about this privacy notice, or if you would like to exercise any of your privacy rights, please contact the Head of Operations at confidental.helpline@gmail.com
If you are still unhappy with the outcome of your enquiry, you have the right to object to data processing in certain circumstances, which you can do by contacting the Information Commissioner’s Office.
The Information Commissioner
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF
Telephone: 01625 545700
Changes to this privacy notice
We reserve the right to update this privacy notice at any time, and we will provide you with a new privacy notice when we make any substantial updates.