Red Alert Telecare Ltd/Red Button Telecare Ltd (“us”, “our” and “we”) takes your privacy very seriously. We promise to take steps to protect it. The information below tells you how we collect, store and use personal data about you. Please read it carefully. Any personal information you supply to us will be treated in accordance with the Data Protection Act 2018 and other legislation intended to protect your personal information and privacy.
- Who we are
- What information we collect
- What we do with information
- Who we will share your information with and why?
- Can we send your information overseas?
- How long can we keep your information for?
- Recording telephone calls
- When you can ask us to stop using your information?
- What happens if you don’t give us some of your information?
- How to contact us
- Your rights
Argenti Telecare service is provided by Red Alert Telecare Ltd and brought to you by Red Button Telecare Ltd.
1. Who “we”, “Argenti Customer”, “Argenti User”, and “participants” are
We are Red Alert Telecare Ltd/Red Button Telecare Ltd (“Red Alert” “we”, “us” or “our”).
ICO Registration Number: ZA276690
Registered Address: 3 The Courtyard, Orbital Park, Ashford, Kent, TN24 OSY.
b) “Red Alert Customer”
Who has paid for the service and therefore who is assuming responsibility under the contract. The customer would typically be a next of kin and any information exchanged will be subject to the duty of confidentiality.
c) “Red Alert User”
The end user of our products and services.
Red Alert Customers and or Red Alert users who have provided us with information about themselves.
2. What information we collect about Red Alert customers and/or users and/or their representatives (collectively the “Participants”)
(a) Information collected from anyone using any of the Red Alert services (“Red Alert customers”) and/or any beneficiaries of Red Alert services (“Red Alert users”) and/or their, representatives.
The personal information Red Alert collects in connection with Red Alert services includes:
- Information about Red Alert customers (e.g. next of kin) such as their name, email address, home address, telephone number, date of birth, bank/credit card details.
- Information about Red Alert users such as their name, home address, email address, telephone number, date of birth and details about their physical and/or mental health condition(s). (We may collect information about a Red Alert user from a Red Alert customer.
- Information collected as part of a Technicians Visit.
- Personal information is collected by Red Alert in relation to our services when users provide such details to us either via an enquiry into, or through their use of, any of our services.
(b) Information collected from others
We can collect information about Red Alert customers and users from others. This includes:
- We may collect information about a Red Alert user from a customer (e.g. the next of kin).
- Information about Red Alert users from the individual assigned to conduct a home visit.
(c) Sensitive personal data
We may process sensitive information about Red Alert users that falls under the definition of “special categories of personal data”. This includes data concerning a user’s physical and mental health, data revealing their racial or ethnic origin and/or religious beliefs. We may obtain this from the following people:
- Red alert users may directly provide us with sensitive information about themselves
- Red Alert customers (e.g. next of kin) may provide us with sensitive information about the relevant user
- Red Alert engineers / telecare assessors will take notes and keep records of their visits.
3. What we do with information we collect and why we can do this?
We use the information from Red Alert users and customers to provide our services. This can either be done through a contract or social care, or a combination of both:
A. Provide Red Alert services
When a Red Alert customer enquires about or requests us to provide a service, we use information about the customer and/or user::
- To contact the Red Alert customer about the service (e.g. for verification or billing purposes)
- To provide the agreed service at the customer’s request.
B. Legal basis to process sensitive information
- It is important that we identify an appropriate legal basis to process sensitive information. This is particularly relevant when dealing with medical information. This will apply across all our activities and can be summarised as follows: We provide social care services to assist our customers to be more independent in their own home or other premises.
- We will process such information in the event of an emergency as it is aimed at protecting users vital interest
We cannot provide the service unless we use or process relevant medical information about the customer and/or the user in this way.
C. Do what we are required to do by law
Sometimes we are required by law to use information about you:
- To assist regulators where we have a legal duty to do so; and
- To help prevent and detect crime.
We can use Participants’ information in this way because we are required to do so by law.
D. Prevent fraud
Fraud has an impact on all Customers as it increases costs for everyone. We use Participants’ data to check for signs that Participants or others might be dishonest. (e.g. if someone has behaved dishonestly in the past it may increase the risk they will do so in future).
We can use data in this way because it is in all our customer’s interests.
E. Recover debt
If a Red Alert customer owes us money we will use customer information to help us recover it.
F. To inform you about and promote other products (marketing)
We can use Participants’ information to make decisions about what other products might be of interest to them and make suggestions about these products.
We can use Participant data in this way because it is in our interests that we do so or Participants have agreed that we are allowed to do this.
If at any time a Participant does not wish us to use their information for this purpose, they can ask us not to do so. See 10 below for information about marketing and 11 below for how to contact us.
G. To understand and check levels of Customer satisfaction
We will also use Participant information to ask Participants to provide feedback on the services we provide.
We can use Participant data in this way because it is in our interests that we do so or Participants have agreed that we are allowed to do this.
If at any time a Participant does not wish us to use their information for this purpose, they can ask us not to do so. See 11 below for how to contact us.
H. Where a Participant may be at risk
We will use Participant information to assist where a Participant’s life or health is in danger and obtaining their consent is not possible.
I. To administer and provide the Red Alert Services
To administer and provide the Red Alert Services we will use Participant information.
- To help develop our products, services and systems to deliver a better Customer experience in the future
- So that we have accurate records
- To manage our relationship with Participants
- To contact Participants to administer our Services.
We can use the data in this way because it is in our interests to do so.
4. Who we will share your information with and why?
If you are a Red Alert User we may share any relevant information provided by you or provided to us about you, to our Telecare Engineers, in order for them to conduct the installation and maintenance of the equipment.
If you are a Red Alert User or participant we may share relevant information provided by you or provided to us about you, with our monitoring partner, in order for them to provide an effective monitoring service.
If you are a Red Alert User or participant, we may share relevant information provided by you or provided to us about you, with the emergency services in order for them to provide an effective support service.
If you are a Red Alert User we may share any relevant information provided by you or provided to us about you, to our Argenti partners, in order for them to conduct such activities as internal reviews, service reports, service delivery levels etc.
If you pay for any of your Red Alert services by credit card/direct debit we will share your name and address, and such other personal detail as will be confirmed to you at the time of payment, with a third party provider of card payment processing services (the “Payment Processor”) in order for them to process your credit card/direct debit payment on our behalf. We can share this data with the Payment Processor as it is necessary for the performance of the relevant Red Alert Service that you are buying.
When you provide your information to us, you will be given the option to select your choices as to whether or not you wish to receive information from us by email, text, phone or post. You can change your marketing preferences at any time by phoning 01233 500498, writing to: Red Alert Telecare Ltd, The Courtyard, Orbital Park, Ashford, Kent TN24 0SY or emailing: email@example.com
Red Alert will never sell your data and we promise to keep your details safe and secure.
You are entitled to receive a copy of the personal information that we hold about you.
If you would like to receive a copy, please write to Red Alert Telecare Ltd, The Courtyard, Orbital Park, Ashford, Kent TN24 0SY or emailing: firstname.lastname@example.org
We may also share information with law enforcement agencies. We and fraud prevention agencies may permit law enforcement agencies to access and use your personal data, if they request it.
5. Can we send your information overseas?
We will not send your information overseas.
6. How long can we keep your information for?
We are only allowed to keep your information if we need it for one of the reasons we describe in 3 above.
We have comprehensive record retention schedules. The retention periods differ depending on the purpose of the processing and the nature of the information. How long we keep data is primarily determined by the period we need to keep it to protect ourselves or others against legal action and how long we need it for the purposes we told you we were going to use it for. We typically keep information for approximately 7 years either from the point we obtained the information or the end of our relationship with you. In some cases such as if there is a dispute or legal action, we may keep it longer.
Where you have provided consent for direct marketing purposes we will strive to maintain your latest position for 24 months, from time to time we may check to see if you are still ok or wish to change your marketing choices.
7. Recording telephone calls
Participants should be aware that any telephone calls with Red Alert may be recorded for quality monitoring and training purposes, as evidence of our conversation and to assist us in preventing and detecting fraud.
8. When you can ask us to stop using your information
We rely on consent to sell Red Alert customers products. At any time, a Participant can tell us to stop using their information for marketing purposes and we will have to stop.
We rely on consent to process and share certain types of sensitive information about Red Alert users (this may include some processing designed to make our administration of services easier and more cost effective).
A Red Alert Telecare User can also ask us at any time to stop using his/her sensitive information or using his/her information to make our administration services easier. But, if we stop using the Red Alert User information in this way we may not be able to provide our services. We will tell a service user about this if he/she makes a request.
9. What happens if you don’t give us some of your information?
Where a Participant does not provide the information we need in order to provide the requested Red Alert Service or to fulfil a legal requirement, we may not be able to provide the service required.
We will tell a Participant about why we need the information when we ask for it.
We may share information between the Argenti consortium to inform you of other products and services that may be of interest to you or members of your family, but we will only do this where you have provided your consent. You can always change your mind by contacting us and telling us you no longer wish to be contacted. You can change your marketing preferences at any time by phoning 01233 500498, writing to: Red Alert Telecare Ltd, The Courtyard, Orbital Park, Ashford, Kent TN24 0SY or emailing: email@example.com
We are committed to only sending you marketing communications that you have clearly expressed an interest in receiving. If you wish to unsubscribe from emails sent by us, you may do so at any time by following the unsubscribe instructions that appear in all emails. Otherwise you can always contact us using the details set out in your documentation to update your contact preferences. In such circumstances, we will continue to send you service related (non-marketing) communications where necessary.
We would like to keep you informed, from time to time about relevant products and services. We may do this by mail, email, telephone or other electronic methods such as text message. In order to help us get to know you and identify what products and services may interest you we obtain information about you from other sources inside the Argenti Partnership or local council.
From time to time we may run specific marketing campaigns through social media and digital advertising that you may see which are based on general demographics and interests. Individual personal information is not used for these campaigns. If you do not want to see any campaigns then you will need to adjust your preferences within social media settings and your cookie browser settings.
We will also share information that we collect about you for marketing within the Argenti Partnership, if you give us permission to do so. If you change your mind you can let us know by adjusting your choice.
Please note that we may retain any data provided to us on our websites for a limited period, even if you do not complete your quote. The information may be used to enquire as to why you did not complete your quote or for us to better understand your needs but only if you have agreed for us to contact you.
Our Data Protection Officer is in charge of answering questions about this privacy notice or your requests to exercise you rights which are set out later on in this notice. The Data Protection Office can be contacted at:
Address: The Data Protection Officer, Red Alert Telecare Ltd, The Courtyard, Orbital Park, Ashford, Kent TN24 0SY or emailing: firstname.lastname@example.org
12. Your rights
If you are a Participant, we can be contacted at the address above for one or more of the following reasons:
- To ask us to fix information about you that is wrong, needs updating or incomplete, or delete information about you.
- To tell us that you no longer consent to us using information about you and ask us to stop. This would not invalidate the processing we did prior to the withdrawal of consent. We do not generally rely on consent for processing services contracts, as we rely on the basis that we are entering into a contract in order to process the personal data.
- To tell us to stop using your information for direct marketing purposes.
- To ask us to send you the information we have about you. This is sometimes called a “subject access request”.
- To ask us to provide you with the information you have provided to us about yourself. We will provide the information in a machine readable format so that another organisation’s software can understand that information. This is sometimes called a “data portability” right.
- To ask us not to use information about you in a way that allows our computer systems to make decisions about you.
Sometimes we will not be able to stop using your information when you ask us to (e.g. where we need to use it because the law requires us to do so).
In other cases, if we stop using your information we will not be able to provide some services to you.
We will tell you if we can’t comply with your request, or how your request might impact you, when you contact us.
Participants have the right to complain about how we treat their personal data to the Information Commissioners Office (the “ICO”).