Are you confidential?
Samaritans Caller Privacy and Data Protection
At Samaritans we believe that everything our callers tell us,
including the fact that they have contacted us, is confidential to
Samaritans.
Samaritans'
statement on confidentiality, February 2010
Samaritans Caller Privacy and Data
Protection Statement
Samaritans is registered on the Data
Protection Register administered by the Information
Commissioner.
What information is collected and what happens to
it?
Samaritans only keep information on
callers if it is essential for their care. “Callers”
includes anyone who contacts Samaritans’ support services, whether
by telephone, e-mail or in person.
The information collected is rarely
identifiable as belonging to an individual. A caller’s
personal details eg surnames, telephone numbers, etc, will only be
taken if:
- The caller accepts a follow-up telephone call
– the telephone number is destroyed once the follow-up has been
carried out
- The caller accepts an offer of ongoing
support from assigned volunteers - this is explicitly agreed with
the caller and a record of the caller’s personal details is
kept
- The caller sends an e-mail that includes
personal details, either in the e-mail address or the body of the
e-mail. Samaritans will delete this information if a caller
makes a specific request
- If a caller makes a complaint – the caller’s
personal details will be kept long enough to ensure the complaint
is dealt with and to ensure the safety and welfare of callers and
volunteers.
When a caller contacts Samaritans their
telephone number is not displayed. Therefore contact details can
only be recorded if freely given by the caller.
Samaritans do not record telephone
calls. Occasionally when taking a call from someone who is
extremely distressed a colleague may “listen in” to the call by
using an additional earpiece. The purpose of this is to offer
support and advice to the Samaritans’ volunteer who is engaged with
the caller.
What is the information used for?
Samaritans only use a caller’s information to
provide that caller with emotional support.
All information relating to a caller is confidential to
Samaritans unless:
- We have informed consent from the caller to
pass on information
- We call an ambulance because a caller appears
to be incapable of making rational decisions for him or
herself
- We receive a court order requiring us to
divulge information
- We are passed information about acts of
terrorism or bomb warnings
- A caller attacks or threatens volunteers
- A caller deliberately prevents the service
from being delivered to other callers
Samaritans maintain confidentiality
even after the death of a caller.
Access to information
If a caller wishes to know whether Samaritans
is processing any of their personal data they must put their
request in writing. They must provide sufficient information that
enables Samaritans to identify them and to locate their personal
data. The request should be marked for the attention of The
Legal and Compliance Officer and sent to Samaritans, The Upper
Mill, Kingston Road, Ewell, Surrey, KT17 2AF.
Where Samaritans is satisfied that it can
comply with the request, without disclosing information relating to
another individual, it will provide the person with:
- a description of the personal data held, the
purposes for which that data is processed and information as to
whom it has been or may be disclosed; plus
- a copy of the personal data, or, if more
appropriate, an invitation to view the data at a convenient branch
office.
Questions?
Any further privacy or data protection
enquiries should be directed to The Legal and Compliance Officer,
Samaritans, The Upper Mill, Kingston Road, Ewell, Surrey, KT17
2AF.
Related information
How to contact
Samaritans
Privacy
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