Right-Lines Privacy Statement

Collection of Personal Data  

RightLines respects the privacy of young people using the services.  For this reason workers on RightLines cannot see the email addresses or phone numbers of young people using the services.  Names provided are first names only and may or may not be pseudonyms.  IP addresses are not collected or stored.

RightLines does need to evidence to its supporters and funders how their donations are used so it is necessary to provide narrative and statistical analysis of RightLines services.  So we do store when provided the age, gender and location of the young person.  We do ask for this information but withholding it does not preclude use of the service. This is stored under the terms of the GDPR May 2018 on a secure server in the UK. There are no personally identifying details collected or recorded i.e. full name, address, date of birth, phone number is not asked for or recorded by the messaging service.  Any narrative used by RightLines to demonstrate impact and outcomes is completely anonymised and not traceable back to any user.

Contact details – full name, age, address (minimum town and county) and email address are required for the Additional Support Service to deliver their service via the internet portal Zoom.

Quality Assurance

We want to make sure our services is as good as it can be so all email threads will be quality assured by management which is also in our legitimate business interest. These are deleted after a 90 day period in which the thread has been inactive.

Consent for Collection and Transfer of Personal Information for Protection of Vital Interests

If a user of RightLines services presents with a cause for concern, defined as being at imminent risk of death or reports the same situation affecting a third party, or with information pertaining to terrorism then this is the only circumstance in which detailed personal data information (name, address/location, date of birth, contact telephone) will be requested. In this instance personal data can only be obtained with the consent of the person in contact with RightLines.

After this consent is received information will be gathered to pass on to emergency services so that the individual subject of the cause for concern can be reached and assisted.  This data is only passed on to the emergency services. They record it according to their policies and procedures, beyond the control of RightLines.

In the case of information pertaining to terrorism whatever is known will be passed on to the Terrorism Hotline, it is considered not appropriate to request further detail or consent, in this situation.

Storage and Retention

In order to protect the vital interests of RightLines users the information provided to RightLines by the individual in this cause for concern situation is recorded by RightLines on paper.  It is kept for seven years, it is stored to allow reference should this be required in due course because of police investigation following a death or to recognise repeated calls for assistance.

Email threads are kept and deleted completely when there has been no contact for 90 days.

Additional Support Services records are kept for 3 years from the end of the last contact and then deleted.

Users of RightLines services are entitled to access to recordings, which will be available upon request within the timeframes given above.

Users Rights

Under the General Data Protection Regulation (GDPR) and the Data Protection Act 2018 (DPA) as a user of RightLines services you have a number of rights with regards to your personal data which is only obtained in the situations outlined above. You have the right to request from us access to and rectification or erasure of your personal data, the right to restrict processing, you can object to processing as well as in certain circumstances the right to data portability.

Withdrawal of Consent

If you have provided consent for the processing of your data you have the right to withdraw that consent at any time which will not affect the lawfulness of the processing before your consent was withdrawn.

Making a Data Protection Complaint

You have the right to lodge a complaint to the Information Commissioners’ Office if you believe that we have not complied with the requirements of the GDPR or DPA 18 with regard to your personal data.

Data Protection Officer

 If you have any concerns as to how your data is processed you can contact: Data Protection Officer hello@right-lines.co.uk

All data is stored in line with the requirements of the GDPR (May 2018) and any Freedom of Information Requests will be handled efficiently in a timely fashion.