Calling our helpline

Social media

Live chat

Emailing us

 

Calling our helpline

When you call our main helpline (0303 123 1113), we collect Calling Line Identification (CLI) information. This is the phone number you are calling from (if it’s not withheld). We hold a log of the phone number, date, time and duration of the call, but do not audio-record the call itself. We hold this information for 90 days.

We use this information to understand the demand for our services and to improve how we operate. We may also use the number to call you back if you have asked us to do so, if your call drops, or if there is a problem with the line. We may also use it to check how many calls we have received from it.

We don’t  audio record any calls, but we might make notes.

We use a translation service provided by Language Line Limited for customers when English is not their first language. Neither we or Language Line retain call scripts. It is processed live for the purposes of translating the call.

We welcome calls in Welsh on 029 2067 8400. Rydym yn croesawu galwadau yn Gymraeg ar 029 2067 8400. 

We operate a textphone service which is particularly useful if you are deaf, hard of hearing or speech impaired. We do not keep any call information or messages left on the phone.

We also hold statistical information about the calls we receive for a number of years, but this does not contain any personal data.

Social media

We use a third-party provider, Hootsuite, to manage our social-media interactions. If you send us a private or direct message via social media, it will be stored by Hootsuite for three months. It will not be shared with any other organisations.

We see all this information and decide how we manage it. For example, if you send a message via social media that needs a response from us, we may process it in our case management system as an enquiry or a complaint. 

Live chat

We use a third-party provider, Goss Interactive, to supply and support our live chat service.

If you use this service, we’ll collect your name and the contents of your live chat session. We’ll also collect your email address, if you choose to provide it, in order to receive a transcript of the chat. We’ll generally keep this information for two years. 

Goss Interactive retain transcripts and information on waiting times, volume and duration of chats for 12 months.

Emailing us

We use Transport Layer Security (TLS) to encrypt and protect email traffic in line with government guidance on email security. Most webmail such as Gmail and Hotmail use TLS by default.

We’ll also monitor any emails sent to us, including file attachments, for viruses or malicious software. You must ensure that any email you send is within the bounds of the law.