At Your Side

Privacy Policy

Calmer Lives is a service of Community Equality Disability Action (CEDA), we share their commitment to respecting your privacy and protecting your personal information. We promise to respect all personal information that you share with us, or we receive from other organisations, and keep it safe. We will be clear when we collect your personal information and we will not do anything you would not reasonably expect us to.

This privacy policy, together with our terms and conditions and cookies policy, will explain how and why we use your personal information, to ensure you remain informed and in control of your information.

So that CEDA and Calmer Lives can provide services to the people we support we collect and use certain personal information about you. The data that we hold is managed in line with the General Data ProtectionRegulation (GDPR), which applies in the United Kingdom and across the European Union which sets out our obligations to you and your rights in respect of how we manage your personal information.

CEDA will ensure that the personal information we hold about you is:

-Used lawfully, fairly and in a transparent way

- Collected only for valid purposes that we have clearly explained to you and not used in any way that is incompatible with those purposes

-Relevant to the purposes we have told you about and limited only to those purposes

- Accurate and kept up to date

- Kept only as long as necessary for the purposes we have told you about

- Kept securely If you have any questions about this privacy promise or would like further explanation as to how your personal information is managed then please contact us, see details at the end of this policy.

Information collected by CEDA When you enquire about our services through our website, phone, email, post, face to face or social media, and during the course of providing services to you we collect the following personal information when you provide it to us:

- Your name, home address, date of birth and contact details (including your telephone number, email address) and emergency contacts (i.e. name, relationship and home and telephone numbers)

-Your feedback and contributions to questionnaires and surveys about the service we offer

- Your complaints, compliments or concerns about the service we provide

- Any safeguarding or welfare concerns

- Your image can be captured on CCTV which is in operation around the Clare Milne Centre and at our building in Marsh Barton

-When using our website, we collect standard internet log information(commonly known as cookies), including: -

IP address - Details of the pages you visit When connecting to our radio stream, your IP address will be sent to our radio service provider in order for us to track listening trends and provide licensing bodies with royalty reports.

Once our service provider receives your IP it is immediately anonymised, deleted and becomes untraceable. This data is never sold on or passed to other companies.

Please be aware that our website may provide you with links to other websites. If you follow a link to any other website please note they have their own privacy promises. We do not accept any responsibility or liability for the privacy and security practices of such third-party websites and your use as such is at your own risk. We will share minimal and relevant information within CEDA in order to provide safe and effective services to you.We will not share, sell or trade your personal information with any other third party without your consent.

Electronic data and databases are stored on secure computer systems and we control who has access to them. Our staff receive data protection training and we have data protection policies and procedures in place which teams are required to adhere to. We regularly review who has access to information that we hold to ensure it is only accessible by trained staff and contractors. In order to deliver our service to you we rely on third parties to provide specialist support to us. To provide this support they will have access to, or a duty of care over your personal information.

These providers are: - IT and Telecoms Support companies – to ensure the safe, secure and resilient operation of our IT infrastructure including computers, servers, phones and mobile devices - Software support companies – to provide specialist support and resolve issues with the software that we run, for example the systems we use to store and manage your customer records - Data archiving companies – responsible for the secure storage and destruction of records. These providers are under a written contract to ensure the same level of privacy and security that we promise to you. Whether information has to be provided by you, and if so why Information regarding your disability and any other relevant conditions is necessary to enable us to create a care plan and to provide you with suitable services. Without this information, we will not be able to assess your support needs or provide any services to you.

How long your personal information will be kept -We will hold the personal information kept within your electronic customer file for the length of your contract plus 3 years, for children this will be until the young person reaches the age of 24 and has left our services for 3 or more years

- We will hold the personal information kept within your hard copy customer files for 3 years from the date of the last entry

- We will hold the personal information kept within our feedback procedure for 2 years so that we can identify trends and patterns in our service

-We will hold financial records and transactions for 7 years in line with our legal requirements

- All safeguarding records will be held indefinitely Reasons we can collect and use your personal information We rely on the following grounds within the GDPR: - Article 6(1)(a) – processing is conducted with your consent to process personal data for specified purposes - Article 6(1)(b) – processing is necessary for the performance of our contracts to provide individuals with care and support services - Article 6(1)(c) – processing is necessary for us to demonstrate compliance with our regulatory framework and the law - Article 6(1)(f) – to process your personal data in pursuit of legitimate interests, which include; Marketing purposes – the privacy impact on you is expected to be minimal. Marketing will be specific to services we believe are of interest to you using information from enquiries we receive from you, you can unsubscribe at any time Corporate due diligence and financial modelling, servicedevelopment and innovation – the privacy impact on you is expected to be minimal. We will process your data internally to ensure our business is stable, trusted and innovating to provide the best possible service to you GDPR recognises that additional care is required when processing special category (sensitive) data such as your health.

We process this under the following grounds within GDPR; - Article 9(2)(h) – processing is necessary for the provision of social care or the management of social care systems and services For further information on each of those rights, including the circumstances in which they apply, see the Guidance from the UK Information Commissioner’s Office (ICO) on individuals’ rights under the General Data Protection Regulation. How to contact us You can contact us by: Email info@cedaonline.org.uk Post – Data Protection Officer, CEDA, The Clare Milne Centre, Emperor Way, Exeter Business Park, Exeter, EX1 3QS Telephone – 01392 360645 If you would like to exercise any of those rights, please: 1. Contact us using the details above – making clear that you wish to exercise one of your privacy rights 2. Let us have enough information to identify you (e.g. your name and address). We may ask you for additional identification if we do not know you. 3. Let us know the information to which your request relates If you would like to unsubscribe from any marketing emails you can also click on the ‘unsubscribe’ button at the bottom of the marketing emails. It may take up to 14 days for this to take place Keeping your personal information secure The confidentiality and security of your information is of paramount importance to us. We have appropriate organisational and technical security measures in place to prevent personal information from being accidentally lost, or used or accessed in an unauthorised way. We limit access to your personal information to those who have a genuine need to know it. Those processing your information will do so only in an authorised manner and are subject to a duty of confidentiality. We also have procedures in place to deal with any suspected data security breach. We will notify you and any applicable regulator of a suspected data security breach where we are legally required to do so.

How to complain

We hope that we can resolve any query or concern you raise about our use of your information. The GDPR also gives you right to lodge a complaint with a supervisory authority, in particular in the European Union (or European Economic Area) state where you work, normally live or where any alleged infringement of data protection laws occurred. The supervisory authority in the UK is the Information Commissioner who may be contacted at https://ico.org.uk/concerns/ or telephone: 0303 123 1113. Data Protection Officer, CEDA, The Clare Milne Centre, Emperor Way, Exeter Business Park, Exeter, EX1 3QS Telephone 01392 360645 Email info@cedaonline.org.uk Do you need extra help? If you would like this privacy promise in another format (for example, in audio, large print or braille) please contact us.