Citizens Advice Medway is a registered charity that offers free, independent and impartial advice to the whole of Medway on a range of issues including Housing, Welfare Benefits, Employment, Debt, Family Law and many others.
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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.
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:
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.
3rd Floor Kingsley House
37-39 Balmoral Road
Telephone: 01634 383760
Fax: 01634 383767
Charity registration number 1115644 | VAT registration number 824 2147 52 | Registered number 5568569 England & Wales.
Citizens Advice Medway is authorised and regulated by the Financial Conduct Authority (FRN: 617661).