At Citizens Advice we collect and use your personal information to help solve your problems, improve our services and tackle wider issues in society that affect people’s lives.
We only ask for the information we need. We always let you decide what you’re comfortable telling us, explain why we need it and treat it as confidential.
When we record and use your personal information we:
We collect and use the details you give us so we can help you. We have a ‘legitimate interest’ to do this under data protection law. This means it lets us carry out our aims and goals as an organisation. We’ll always explain how we use your information.
|Coronavirus: Test and Trace if you get advice in person|
If you get advice in person we’ll ask for your:
● email address or telephone number
We’ll keep this information in our secure case management system.
We might be asked to share your name, contact details and the date of your visit with Test and Trace or local public health organisations. This is to help track cases of coronavirus. They might contact you if they think you’re at risk after your visit. For example because someone getting advice at the same time has tested positive for coronavirus. You can find out more about Test and Trace in England on GOV.UK or Test and Trace in Wales on GOV.WALES.
We’ll never share information about the reason for your visit.
If you can’t give contact details, for example if it’s not safe for you to do so, we’ll still be able to give you advice in person.
Unlike most situations, we won’t ask for your consent before we share your contact details. If you don’t want us to share this information you can tell your local office you want to opt out.
We’re doing this to help keep you and the public safe, This is a ‘legitimate interest’ of Citizens Advice.
We won’t share your contact details with anyone other than Test and Trace or a local public health organisation.
If we share your information we’ll let you know, and offer further support.
If you want to know more about changes to our face to face services or how your information will be used, please contact your local office.
At times we might use or share your information without your permission. If we do, we’ll always make sure there’s a legal basis for it. This could include situations where we have to use or share your information:
We handle and store your personal information in line with the law – including the UK General Data Protection Regulation and the Data Protection Act 2018.
You can check our main Citizens Advice policy for how we handle most of your personal information.
This page covers how we, as your local charity, handle your information locally in our offices.
How Citizens Advice Mole Valley collect your data
We collect and use the details you give us so that we can help you. We have a ‘legitimate interest’ to do this under data protection law. This means it lets us carry out our aims and goals as an organisation. We’ll always explain how we use your information.
We’ll always ask for your consent to store information about your health conditions; ethnic origin; religion; trade union membership or sexual orientation.
What Citizens Advice Mole Valley ask for
How Citizens Advice Mole Valley use your information
Working on your behalf
When you give us authority to act on your behalf, for example to help you with a Universal Credit claim, we’ll need to share information with that third party. For example, a local Housing Organisation or Mole Valley District Council.
How Citizens Advice Mole Valley store your information
The record of your case will be stored securely in an electronic case management system used jointly by all of the Citizens Advice service. We are all responsible for keeping it safe. As part of solving your problem, we might also make written notes, download copies of your case or send emails containing your information. We will make sure any information is stored securely and only accessed when there’s a good reason by staff and volunteers of the Citizens Advice service.
How Citizens Advice Mole Valley share your information
With your permission, we might share your information with other organisations so we can:
Organisations we share your data with must store and use your data in line with data protection law. They’ll have their own privacy policies for how they handle your information and keep it safe.
Contact Citizens Advice Mole Valley about your information
If you have any questions about how your information is collected or used, you can contact our offices.
Telephone Dorking Office 01306 876806
open Monday to Thursday 10am – 4pm; Friday 10am-1pm
You can contact us to:
Who’s responsible for looking after your personal information
The national Citizens Advice charity and your local Citizens Advice operate a system called Casebook to keep your personal information safe. This means they’re a ‘joint data controller’ for your personal information that’s stored in our Casebook system.
Each local Citizens Advice is an independent charity, and a member of the national Citizens Advice charity. The Citizens Advice membership agreement also requires that the use of your information complies with data protection law.