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:
- only access it when we have a good reason
- only share what is necessary and relevant
- don’t sell it to anyone
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:
- to comply with the law - for example, if a court orders us to share information. This is called ‘legal obligation’
- to protect someone’s life - for example, sharing information with a paramedic if a client was unwell at our office. This is called ‘vital interests’
- to carry out our legitimate aims and goals as a charity - for example, to create statistics for our national research. This is called ‘legitimate interests’
- for us to carry out a task where we’re meeting the aims of a public body in the public interest - for example, delivering a government or local authority service. This is called ‘public task’
- to carry out a contract we have with you - for example, if you’re an employee we might need to store your bank details so we can pay you. This is called ‘contract’
- to defend our legal rights - for example, sharing information with our legal advisers if there was a complaint that we gave the wrong advice
We handle and store your personal information in line with the law - including the 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 Havant collects your data
If you contact us for advice via this website, the information from the web-form is transferred to us and held in our internal systems. The only data that is passed to us is that which you type in yourself, the date and time of the request and the IP address from which it originates.
We will need your explicit consent to store and use your “special category” data, which includes details of your ethnicity, religion, health conditions, sexual orientation, trade union membership and political opinion. We'll only ask you for this information if there is a good reason.
We’ll make sure all your information is kept safe in our secure case management system.
What Citizens Advice Havant asks for
How Citizens Advice Havant uses 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.
We might share your information with a local food bank in order to get you a food parcel, or Havant Borough Council to help sort out your Council Tax. We only do this with your knowledge and consent.
How Citizens Advice Havant stores your information
We use the Citizens Advice Case Management System to store information about advice we give including Healthwatch Hampshire Complaints Advocacy cases.
Access to the Healthwatch Hampshire Complaints Advocacy cases is restricted to the Complaints Advocacy team and the managers of Citizens Advice Havant.
We use Google and Outlook 365 email accounts to store emails.
Your information is normally deleted after 6 years.
How Citizens Advice Havant shares your information
When we refer you to another organisation we ask for your consent first and we only share the information that is needed for the referral to be successful.
We collect anonymous statistics and case studies to report to our funders about the work we do and contribute to Citizens Advice research and campaigns. There will be no identifying information in these statistics or case studies.
Contact Citizens Advice Havant about your information
If you have any questions about how your information is collected or used, you can contact our office.
Write to us at our main office: Citizens Advice Havant, Leigh Park Community Centre, Dunsbury Way, Havant PO9 5BG
You can contact us to:
- find out what personal information we hold about you
- correct your information if it’s wrong, out of date or incomplete
- request we delete your information
- ask us to limit what we do with your data - for example, ask us not to share it if you haven’t asked us already
- ask us to give you a copy of the data we hold in a format you can use to transfer it to another service
- ask us stop using your information
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.
Citizens Advice Havant is registered with the Information Commissioner’s Office under registration number Z6678703
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