Careline Privacy Notice
Powys County Council's Privacy Notice for the Careline Service
This Privacy Notice sets out how Powys County Council collects, uses and shares your personal information for the purposes of delivering a Careline service.
In order to administrate and deliver the Careline service, we gather and record relevant personal information. Application forms may also be completed via other service providers and forwarded to Careline service via the Council's Customer Services Team for action.
Powys County Hall
Spa Road East
Llandrindod Wells
Powys
LD1 5LG
Data Protection Officer (DPO):
The DPO for PCC and Powys Schools can be contacted via email at information.compliance@powys.gov.uk.
What personal information do we process about you?
The type of information captured and recorded varies by customer needs but typically includes:
- Contact details: name, address, telephone number, property, and email addresses.
- Identifying details: date of birth and national insurance number.
- Financial information: benefits received and income.
- Responder/Family information: relationship, address, contact details.
- Health and medical details.
The purposes for which we process your personal information:
- Planning, preparing, and delivering Careline services to support your independence and safety. This will include processing application forms, identifying and offering alarm choices, and arranging installation by a qualified engineer.
- Reviewing services provided to ensure they meet high standards.
- Conducting research to evaluate and improve service quality, effectiveness, and impact.
- Investigating complaints or incidents.
- Helping you access our services via telephone, email, or our website.
- Storing your information within a secured computer system
The service will raise invoices and the Council's debtor team will assign a customer number and manage outstanding payments. The original Direct Debit form is sent to our debtor's office, and Careline does not retain a copy.
Who might we share your personal information with?
- National Health Service (NHS)
- Powys County Council Departments (e.g. Housing Services, Social Services)
- Other Local Authorities
- Regional Police Forces, Fire Services (e.g. Dyfed Powys Police)
- GP practices
- Department for Work and Pensions
- Telephone Providers in line with the Digital Switchover 2025 (landline numbers only)
- Careline Monitoring Centre (Delta Wellbeing)
- Installers of Careline alarms and equipment (Delta Wellbeing and Millbrook Healthcare Group
We do this to ensure we gather all the relevant data required to process your application and ensure you receive the best service possible
Personal data isn't being used outside of the European Economic Area (EEA).
Where might we collect your personal data, if it isn't provided by you?
- Your family and care support network
- National Health Services (NHS)
- Powys County Council Departments (e.g. Housing Services, Social Services)
- Other local authorities
- Regional Police Forces, Fire Services (e.g. Dyfed Powys Police)
- GP practices
- Home Support Services
- Elected Councillor on behalf of their Constituents.
- Careline Monitoring Centre (Delta Wellbeing)
- Installers of Careline alarms and equipment (Delta Wellbeing and Millbrook Healthcare Group
The Legal Basis (What allows us to process your personal data):
We will process your personal information in line with the UK General Data Protection Regulation (GDPR), which requires us to indicate which legal basis it is relying on in order to process your personal data.
To support the processing of your personal data, we are relying on our obligations to perform a public task in the wider public interest when you apply or agree to have an alarm installed.
For the processing of special category (sensitive) personal information, we rely on the following conditions:
- Reasons of substantial public interest
- Health or social care
- Public health
How long will we retain your personal information for?
Information will be retained for as long as the service is provided.
Financial information: 7 years from the last date of contact.
Personal information on the Delta Careline system: removed within 3 months of service cessation.
Further Information:
For further information about how we process your personal data, the rights you are entitled to exercise such as the right of access, and the commissioner's contact details, please visit our overarching privacy notice here: Data Protection and Privacy - Powys County Council)
Updated May 2025
Share this page
