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Careline Privacy Notice

How we use your personal information for Customer Services Contact Careline Alarm purposes

The proper handling of personal information by Powys County Council's Careline department is very important to the delivery of our services and maintaining customer confidence.

Personal data is any information that relates to a person who can be directly or indirectly identified from the information. The terms 'information' and 'personal data' are used throughout this privacy notice and have the same meaning.

To ensure that the Careline service treats personal information correctly, we seek to adhere in full to the requirements of Data Protection legislation.

This privacy notice has therefore been produced to explain as clearly as possible what we do with your personal data.

This information should be read in conjunction with the Council's corporate privacy notice published at our main website Data Protection and Privacy

Who we are, what we do?

The Customer Services Contact Centre is the main customer response service for the Council. It includes incoming and outgoing telephone calls including that of the Careline Administration services. Your relevant personal information is recorded to assist with the processing of your application. The Application form may also be completed via other service providers and forwarded to Customer Services for action.

What and whose personal information we hold?

Where customers choose to interact with the contact centre their personal data may be shared with the relevant service area/and wider organisations, if necessary, for them to process the customer's request.

The type of information that is captured and recorded will vary by caller needs but typically includes:

  • Contact details such as name, address, telephone number, property, and email addresses.
  • Identifying details, including date of birth and national insurance number.
  • Financial information, including benefits received, and income,
  • Responder/Family information including relationship, address, contact details.
  • Information about health and medical details.

Where does the service get my information?

We collect information directly from you but also receive information from the following sources:

  • 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 purpose for which we use your personal data.

The information we collect about you will be used for the purpose(s) of:

  • Planning, preparing, and delivering services to support you to stay independent, and to maintain choice and control over your life, this includes, processing an application form received, offering choice of alarms and package, arranging a qualified engineer to install the alarm.
  • Reviewing services given to you to ensure it is of the highest possible standard.
  • Research to evaluate and improve the quality, effectiveness, and impact of our services.
  • Investigating complaints, or incidents.
  • Helping you access our services:
    • o    By telephone
    • o    By email
    • o    Through our website
  • Your information is stored within a secured computer system (UMO) where any update to personal information can be completed.

Careline will raise the invoices and the debtor's team will assign a customer number and manage outstanding monies going forward. The original Direct debit form is sent to our debtor's office, Careline does not retain a copy.

What is the legal basis for the use of this information?

The legal basis for the processing of your information is in order to deliver a Public Service.  Specifically in accordance with:

  • Social Services & Wellbeing Act 2014
  • Mental Health Act 1983 as amended
  • Local Government Act 2000

The basis for processing special category (sensitive) personal data about you is substantial public interest, on the basis of the legislation referred to above.

If you do not give us the information we need when we ask for it, this may result in less effective planning and delivery of services to help meet your needs.

Does the service share my personal information with any other organisation?

We have your personal data only when the law requires or allows us to do so, and only the minimum necessary in each case.  The organisations that we may share information with are:

  • 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
  • Contracted Service Providers
  • Telephone Providers in line with the Digital Switchover 2025

How long will my information be kept?

Information will be retained for as long as the service is provided,

  • Financial information; 7 years from last date of contact.
  • Personal information on the UMO System; removed at cessation of service within 3 months.

Your information, your rights

The Data Protection Legislation provides important rights, including your right to

  • Obtain access to the personal data that Powys County Council Careline service is processing about you.
  • Have any inaccurate or incomplete information corrected.

Contact us.

For more information regarding this privacy notice and your rights, please contact:

Data Protection Officer:

Powys County Hall

Spa Road East
Llandrindod Wells