Caller privacy and data protection

Below is an outline of what information we collect, what it's used for and how you can request details of the information held by us. Samaritans is registered on the Data Protection Register administered by the Information Commissioner.

What information do you collect?

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.
• The emergency lines are barred from receiving call-line identities. Therefore contact data can only be recorded if freely given by a caller.

Samaritans does 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 information used for?

Samaritans is confidential and only use a caller's information to provide that caller with emotional support. Samaritans maintains confidentiality even after the death of a caller.

All information relating to a caller is confidential to Samaritans unless:

• We have informed consent from a 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

The same conditions would apply for other forms of electronic communication where applicable.

Access to information

If you, as a caller of Samaritans want to know whether Samaritans is processing any of your personal data you need to request this from us in writing. You must provide sufficient information that enables us to identify you and locate your 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 you 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 Compliance Officer, Samaritans, The Upper Mill, Kingston Road, Ewell, Surrey, KT17 2AF.