Bury St Edmunds Family Contact Centre

Privacy

Privacy Policy

Our Privacy Policy explains:

What information we collect and how we collect it
Why and how we use your information.
How long we keep your information
How we may share your information
Your rights on the information we hold about you
Security-how we keep your information safe
Changes to this Privacy Policy
How to contact us

The Data Controller is Bury St Edmunds Child Contact Centre

Information We Collect

In order to provide our services and for the other purposes set out in Use of Information below, we collect and process Personal Data from the users of our Contact Centre. We may collect the following information

Personal information (for example, your name, email address, mailing address, phone numbers, date of birth and address)
Sensitive Personal Data
Attendance information (such a attended, number of absences and absence reasons)
Safeguarding incidents

From time to time and as permitted by applicable law(s), we may collect Personal Data about you and update any existing Personal Data that we currently hold from other third-party sources

We collect your information from

Self Referral Forms
Referrals from organisations e.g. Cafcass, Family Solicitors
Pre visit checklist

We may also collect information from telephone conversations, emails and written and verbal communications and from records of the Contact Centre sessions.

How we Use of Information

Your Personal Data may be used in the following ways:

To provide our services to you,
To respond to your requests and inquiries,
To improve our services,
To request your participation in surveys, or other initiatives which help us to gather information used to develop and enhance our services,
To comply with applicable law(s) (for example, to comply with a search warrant or court order) or to carry out professional ethics/conduct investigations,
To enable us to provide, to maintain our own accounts and records and to support and manage our employees.

Consent and lawful Processing of data.

We may record and process data where we have legitimate interests, which include processing such Personal Data for the purposes of

providing and enhancing the provision of our services.
administration and programme delivery
for dealing with medical needs-any information you provide we must have had explicte consent to use.
all other cases: that it is necessary for our legitimate interests which are to run the contact centre

How long will we keep your information?

File Type	Retention Period
HR files Employment references Redundancy details	6 years after employment/volunteering ceases
Parental leave	5 years from birth/adoption or 18 if child receives a disability allowance
Disclosure and Barring Service Certificate (formerly Criminal Records Bureau disclosures certificates) obtained as part of the vetting process.	The actual disclosure form must be destroyed after 6 months. However it is advisable that organisations keep a record of the date of the check, the reference number, the decision about vetting and the outcome.
Finance records Income tax, NI returns, income tax records and correspondence with IR, Parental leave, Wages and salary records	HMRC advise you must keep records for 6 years from the end of the last company financial year they relate to, or longer if: they show a transaction that covers more than one of the company’s accounting periods.
Supported contact only – Referrals, with court orders or CAFCASS involvement, pre- visit forms, attendance records	Securely disposed of after three years unless a safeguarding or child protection issue
Supported contact only – Self-referrals with NO court order or CAFCASS involvement, pre- visit forms, attendance records	Securely disposed of after one year unless a safeguarding or child protection issue
Information relating to paid/unpaid staff not covered above that are not used for three years should be treated as confidential waste and disposed of as such.	Securely disposed of after three years.
Accident books and paperwork relating to safeguarding or child protection issues about a specific child	Should be kept until the child attains the age of 25 years.

Sharing and Disclosure to Third Parties

We may disclose your Personal Data to third parties from time-to-time under the following circumstances:

You request or authorise the disclosure of your personal details to a third party.
The information is disclosed as permitted by applicable law(s) and/or in order to comply with applicable law(s) (for example, to comply with a search warrant or court order).
The information is provided to service providers who perform functions on our behalf.
Hosting providers for the secure storage and transmission of your data
Legal and compliance consultants, such as external counsel, external auditors
Technology providers who assist in the development and management of our web properties

Subject Access/User Rights

As a user, you have the following rights:

The right to be informed of the use of your Personal Data
The right to access and/or to require the correction or erasure of your Personal Data
The right to block and/or object to the processing of your Personal Data
The right to not be subject to any decision based solely on automated processing of your Personal Data
In limited circumstances, you may have the right to receive Personal Data in a format which may be transmitted to another entity.

If you have a complaint in relation to the processing of your data carried out under this Privacy Policy, you have the right to lodge a complaint with the Information Commissioner’s Office.

You may seek to exercise any of these rights by updating your information online (where possible) or by sending a written request to The Co-ordinator, Bury Child Contact Centre 16 Fornham Road, Bury St Edmunds, IP32 6AH

Information security

We are working to protect your personal information that we hold, its confidentially, integrity and availability.

We review our information collection, storage and processing practices, including physical security measures, to guard against unauthorized access to systems.
We restrict access to personal information to contact centre staff and volunteers subject to strict contractual confidentiality obligations and may be disciplined or terminated if they fail to meet these obligations.
We have Security Information Policy in place which defines the measures we take to protect your personal information. We use a combination of technology and procedures to ensure that our paper and computer systems are protected, monitored and are recoverable.
We only use third party service providers where we are satisfied that they provide adequate security for your personal data.

Compliance and cooperation with regulatory authorities

We regularly review our compliance with our Privacy Policy. If we receive formal written complaints, we will contact the person who made the complaint to follow up. We work with the ICO to resolve any complaints regarding the transfer of personal data that we cannot resolve with our users directly.

Changes

Our Privacy Policy may change from time to time. We will not reduce your rights under this Privacy Policy without your explicit consent.

How to Contact Us

The Co-ordinator, Bury Child Contact Centre. C/O 75, Chalk Road North, Bury St Edmunds, Suffolk. IP33 3BW

Email: burystedmundscontactcentre@gmail.com

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Data Protection Policy

The Data Protection Act 2018 requires that anyone processing personal data must comply with the eight enforceable principles of good practice. The Bury St Edmunds Child Contact Centre will comply with these requirements by ensuring that:

The Bury St Edmunds Child Contact Centre has conducted an information audit to map data flows.
The Bury St Edmunds Child Contact Centre has identified your lawful bases for processing and documented them.
The Bury St Edmunds Child Contact Centre has reviewed how you ask for and record consent.
Registered with the Information Commissioners Office.
To fulfil the obligations to data subjects’ right to be informed, everyone will receive a copy of the privacy notice. The Bury St Edmunds Child Contact Centre has a process to recognise and respond to individuals’ requests to access their personal data.

Individuals have the right to obtain:

confirmation that their data is being processed;
access to their personal data; and

other supplementary information – this largely corresponds to the information provided in the privacy notice.

The Bury St Edmunds Child Contact Centre also has:

processes to ensure that the personal data you hold remains accurate and up to data,
a process to securely dispose of personal data that is no longer required or where an individual has asked you to erase it
procedures to respond to an individual’s request to restrict the processing of their personal data.
processes to allow individuals to move, copy or transfer their personal data from one IT environment to another in a safe and secure way, without hindrance to usability.
procedures to handle an individual’s objection to the processing of their personal data.
processes to identify, report, manage and resolve any personal data breaches.

These are all included in the Privacy Policy.

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PROTECTING YOUR PRIVACY AT BURY ST EDMUNDS CHILD CONTACT CENTRE

Introduction

We want you to be fully informed about your rights, and how the Bury St Edmunds Child Contact Centre uses your data. Our Privacy Policy, Data Protection Policy and Information Security Policy explain in detail the types of personal data we may collect about you when you interact with us. They also explain how we’ll store and handle that data, and keep it safe. These policies can be accessed via our website, at the Contact Centre or you can request copies from our Coordinator.

If we need to update our Privacy Notice/ Policies from time to time, we’ll notify you of any significant changes

Explaining the legal basis we rely on.

The law on data protection sets out a number of different reasons for which an organisation may collect and process your personal data, including:

Consent

In specific situations, we can collect and process your data with your consent. When collecting your personal data we’ll always make clear to you which data is necessary.

Contractual obligations

In certain circumstances, we need your personal data to comply with our contractual obligations.

For example, information provided on our referral forms/ interview form completed before contact visits commence.

Legal compliance

If the law requires us to, we may need to collect and process your data.

For example, we can pass on details of people suspected of being involved in criminal activity affecting the Centre to law enforcement agencies or if we think a child/ adult is at risk of harm, we have a legal duty to report this to the relevant authorities.

Legitimate interest

In specific situations, we require your data to pursue our legitimate interests in a way which might reasonably be expected as part of running our charity and which does not materially impact your rights, freedom or interests.

We may also use your contact details to send you information about services provided by other organisations that we think might be of assistance. For example, the Family Law Panel/ Suffolk Law Centre

When do we collect your personal data?

When you visit our website and make an enquiry via the “contact us” messaging
When you contact us by any means with queries, complaints etc.
When you ask us to email you information about our service.
When you book an appointment with us.
When you choose to complete any questionnaires we send you.
When you fill in any forms. For example, our Referral forms, Preliminary interview forms, consent form to take a child(ren) out of the Centre, if an accident happens on the premises.
When you’ve given a third party permission to share with us the information they hold about you.
When you use our car park which usually has CCTV systems operated for the security of families using the Centre and staff. These systems may record your image during your visit.

What personal data do we collect?

This is set out in our Privacy Policy.

For example, your name, child’s date of birth and medical conditions, your contact details, copies of documents you provide to prove your age or identity where the law requires this (including your passport and driver’s licence). This will include details of your full name, address, date of birth and facial image. If you provide a passport, the data will also include your place of birth, gender and nationality.

How and why do we use your personal data?

We want to give you the best possible experience at our Centre. The data privacy law allows us to collect certain information and this is part of our legitimate interest in understanding our clients and providing the highest levels of service. If you choose not to share your personal data with us, or refuse certain contact permissions, we might not be able to provide supported contact services you’ve asked for. Our Privacy Policy provides more detail

For example: To deal with enquiries made via our website, email or at the Centre. If we don’t collect your personal data, we won’t be able to process referrals made to us by you directly, or by your Solicitor, Social Worker, Cafcass or the Courts and comply with our legal obligations:

How we protect your personal data

We know how much data security matters. With this in mind we will treat your data with the utmost care and take all appropriate steps to protect it. Our Privacy Policy and Information Security Policy set out the requirements and responsibilities for maintaining the security of information within our Centre.

How long will we keep you personal data?

Whenever we collect or process your personal data, we’ll only keep it for as long as is necessary for the purpose for which it was collected. Our Privacy Policy sets out retention periods. At the end of that retention period, your data will either be deleted completely or anonymised, for example by aggregation with other data so that it can be used in a non-identifiable way for statistical analysis and business planning.

Sharing your personal data with trusted third parties.

On occasions, we may share your personal information. To keep your data safe and protect your privacy, we only provide the information they need to perform their specific services. They may only use your data for the exact purposes we specify in our contract with them. We work closely with them to ensure that your privacy is respected and protected at all times.

Examples of the kind of third parties we work with are:

IT companies who support our website and other business systems.

The National Association of Child Contact Centres (NACCC) (Statistical reporting)

Where your personal data is processed

Your information is solely for use in the United Kingdom and Great Britain and will not be exported.

Safeguarding the privacy of our website visitors – What information do we collect?

We may collect, store and use information you provide to us via our website. Information that you provide will only be used for the purposes of arranging safe child contact and in accordance with our Privacy Policy.

Cookies

Our website uses ‘Cookies’ which are ways of saving a small amount of personal information. They are small text files that are placed on your computer by websites that you visit. Bury St Edmunds Child Contact Centre uses:

Google Analytics

These cookies collect information about how visitors use a website, for instance which pages visitors go to most often, and if they get error messages from web pages, what searches they may have done on the website. These cookies do not collect personally identifiable information. All information these cookies collect is aggregated and therefore anonymous.

This data helps us to understand:

Which pages people visit on the site
Which internet browsers are being used
What is popular on the site.

Google maps

These are session cookies that remember preferences you have when viewing a map which is on the website.

WordPress

The website is built with WordPress which uses a number of plugin applications. Some of these applications use cookies and some of them are persistent and remember choices you have made on the website. Others are session cookies which expire on exit from the browser.

3rd Party cookies

We do not use any cookies through third parties for advertising or pushing advertising content to you. Our website is advert- free.

What happens if I do not accept cookies on my browsing device?

Some of the functions on the website may not work without cookies being enabled or you may see a reduction in functionality.

Removing Cookies

Please refer to the browser provider or mobile device manual to learn how to remove or block cookies from your system.

What are your rights regarding your personal data?

Your rights are set out in our Privacy Policy and you can contact us at any time to exercise these.

For example, you have the right to request access to the personal data we hold about you and the correction of your personal data when incorrect, out of date or incomplete.

To ask for your information or for your information to be amended, please contact our Coordinator, Allison Field

If we choose not to action your request we will explain to you the reasons for our refusal.

Your right to withdraw consent

Whenever you have given us your consent to use your personal data, you have the right to change your mind at any time and withdraw that consent.

Where we rely on our legitimate interest:

In cases where we are processing your personal data on the basis of our legitimate interest, you can ask us to stop for reasons connected to your individual situation.

We must then do so unless we believe we have a legitimate overriding reason to continue processing your personal data.

Direct marketing

We do not use your personal data for direct marketing.

Checking your identity

To protect the confidentiality of your information, we will ask you to verify your identity before proceeding with any request you make under this Privacy Notice.

If you have authorised a third party to submit a request on your behalf, we will ask them to prove they have your permission to act.

Contacting the Regulator

If you feel that your data has not been handled correctly, or you are unhappy with our response to any requests you have made to us regarding the use of your personal data, you have the right to lodge a complaint with the Information Commissioner’s Office.

You can contact them by calling 0303 123 1113.

Or go online to: www.ico.org.uk/concerns

Any Questions?

We hope this Privacy Notice has been helpful in setting out the way we handle your personal data at Bury St Edmunds Child Contact Centre and your rights to control it.

If you have any questions that haven’t been covered, please contact our Coordinator, who will be pleased to help you.

Email us on: burycontactcentre@btopenworld.com

Or write to:

Allison Field. Coordinator,
Bury St Edmunds Child Contact Centre,
C/O 75, Chalk Road North,
Bury St Edmunds,
Suffolk.
IP333BW

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