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:
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 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.
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.
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.
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.
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.
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, First Floor, Meridian Shopping Centre, Havant, PO9 1UN
Telephone: 02394 200 006, Email: firstname.lastname@example.org
You can contact us to:
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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