Citizens Advice Medway is a registered charity that offers free, independent, confidential and impartial advice to the whole of Medway on a range of issues including Housing, Welfare Benefits, Employment, Debt, Family Law and many others.
Use of this website is monitored by collecting statistical user information. No personally identifiable data is collected in this process. Typically, we collect information about the number of visitors to the website, to each web page, the technology used to browse the internet and the domain from which the visitor originated. This information is used to understand the visitors use of the website.
Cookies are small files which are sent to your web browser and stored on your computers hard disk. This website itself doesn't drop cookies, however, third party tools added to the site may use and leave cookies on your computer. This includes tools like Google Analytics, social media such as Facebook and Twitter and embedded videos from sources like YouTube. We will try and make you aware if cookies are present and give you the opportunity to opt out.
You can also disable cookies in your website browser preventing them being saved. This may affect some of the websites functionality.
Contact and mailings
If making contact or purchasing through the website you may receive a reply from us as appropriate. Your message and supplied details will be used for the purpose given.
If you register for a mailing list you will be added to that list but can unsubscribe at any time by visiting the unsubscribe page.
Citizens Advice Medway has tried to ensure that the information on this website is accurate. However, Citizens Advice Medway (CAM) will not accept liability for any loss, damage or inconvenience arising as a consequence of any use of or the inability to use any information on this website. CAM endeavors to provide a service of the highest quality. However, we cannot guarantee that our service will be uninterrupted or error-free. We are not responsible for claims brought by third parties arising from your use of this website.
CAM assumes no responsibility for the contents of linked websites. The inclusion of any link should not be taken as endorsement of any kind by CAM, of the linked website or any association with its operators. Further, we have no control over the availability of the linked pages.
Data Protection Policy
Purpose and scope
Citizens Advice Medway is fully committed to compliance with the requirements of the General Data Protection Regulation (GDPR), Data Protection Act 1998 and any successor legislation (together, the ‘data protection legislation’). Citizens Advice is committed to a policy of protecting the rights and freedoms of individuals with respect to the processing of their personal data and special category personal data.
Citizens Advice Medway will therefore follow procedures which aim to ensure that all employees and volunteers, and others who have access to any personal data held by or on behalf of the local office, are fully aware of and responsible for the handling of personal data in line with the data protection legislation.
In order to operate efficiently, Citizens Advice Medway has to collect and use information about people with whom it works. These may include current, past and prospective clients; current, past and prospective employees; current, past and prospective volunteers; and our suppliers.
Data protection legislation and in particular Article 5 (1) of the GDPR requires that personal data shall be used in accordance with the following principles:
Article 5 (2) of the GDPR requires that:
“the controller shall be responsible for, and be able to demonstrate, compliance with the principles.”
Lawful basis for processing personal data and special category personal data under the data protection legislation
Citizens Advice Medway primarily uses consent and explicit consent as the lawful basis for processing client personal data and special category personal data.
Citizens Advice Medway also process personal data under the following lawful bases:
Citizens Advice Medway also process special category personal data under the following lawful bases:
Handling of personal data and special category personal data
Citizens Advice Medway will, through appropriate management and the use of appropriate controls, adhere to the following in regards to our use of personal data and special category personal data:
These rights include:
In addition, we will ensure that:
All employees and volunteers are to be made fully aware of this policy and their duties and responsibilities under it. All employees and volunteers will take steps to ensure that personal data is kept secure at all times against unauthorised or unlawful loss or disclosure.
Client management systems
As part of our membership of Citizens Advice, Citizens Advice Medway will use the relevant case management system provided by Citizens Advice,(currently Casebook) and by doing so agrees to adhere to the data sharing agreement between the respective parties.
Citizens Advice and each individual local Citizens Advice are joint data controllers for the personal data and special category personal data within the Casebook application and therefore each have a joint responsibility to ensure compliance with data protection legislation.
Casebook is used to process information, personal data and special category personal data provided by clients in the course of seeking advice and guidance from the Citizens Advice service.
All information, personal data and special category personal data is to be regarded as being confidential between the individual and the Citizens Advice service unless expressly indicated otherwise.
Data sharing is required so that both the client and Citizens Advice have flexibility in where, how and when clients receive the service and the need to only enter this client data once. The data protection legislation provides the legal framework under which personal data and special category personal data can be processed.
Data is shared to provide the service to clients, to refer clients to other organisations, for following up with the client for feedback, to enable Citizens Advice to act on behalf of the client when authorised, to understand trends and carry out research to enable policy work. The data shared will always be the minimum necessary required to carry out the business purpose.
In all cases the relevant consent must be obtained, or alternative lawful basis determined, for any processing or sharing of client personal data and special category personal data.
Relationship with existing policies and supporting documentation
This policy has been formulated within the context of a range of policies such as those relating to IT security, confidentiality and information assurance.
Third party software
We use live chat software on our website provided by Click4Assistance, a third party UK based software company. Information regarding how the data is processed and stored can be viewed here.