Community Advice Craigavon (CAC) is a registered charity, which delivers a range of advice services to the public in relation to Welfare Benefits, Personal Debt and Money, Tax and HMRC matters, Housing, Employment, Consumer, Immigration and Tribunal Representation.
Community Advice Craigavon is a Company limited by guarantee in Northern Ireland NI34750, Charity Registration number NIC101573, authorised and regulated by the Financial Conduct Authority FRN 616953, with a registered Office at Portadown Health and Care Centre, Tavanagh Avenue, Portadown, BT62 3BU.
From December 2023, CAC will be processing client data jointly with Community Advice Armagh (CAA) – please refer to CAA Privacy Notice for more information. The purpose of jointly processing the data is to be able to assist clients in the most effective manner.
What is Personal Data?
Personal Data is information that can be used to identify you. This can include your name, email address, home address, telephone number, date of birth. Details which reveal your racial or ethnic origin, political opinions, religious or philosophical beliefs, trade union membership, or concern your physical or mental health, sex life or sexual orientation is still personal data, but it requires more protection due its sensitive nature; we refer to this as ‘special category’ data.
During the course of dealing with your query we may need to collect some of that information. We will let you know why we need it.
The following laws apply to the Organisation as they collect, store and handle personal information:
The Data Protection Act 2018
The General Data Protection Regulation (EU) 2016/679
The Privacy and Electronic Communications (EC Directive) Regulations 2003
Legal Basis for Processing Data
Under General Data Protection Regulation, the Legal basis for processing your data is Legitimate interest.
This means we will not ask for your consent before we record any personal details. You may choose to become anonymous – if this causes any difficulties in dealing with your query, we will let you know.
You can request that we remove your personal data at any point. If this happens, we will ensure that all identifiable personal data is deleted from our records.
Purpose for processing data
The purpose for processing client data is to assist clients in their queries relating to welfare, debt, community care and generalist queries. To help with your case, we need to collect data such as your name, surname, contact details, as well as, on occasion, section 75 data. This is required by our Funder, Department for Communities, to ensure that we help all member of Community in equal measure. You only share what you wish to share with our Advisers, however, they will inform you if they need any particular type of information to progress your case.
Where is my data stored?
All Client Data is stored on secure online Case Recording System, AdvicePro, with servers based in UK in ISO27001 regulated environment.
How long will you store my data?
Client’s personal data is stored for a period of 6 years from the closure of their case. After that period, the case is deleted, leaving anonymised demographic information only, which can continue to be used to monitor our Advice outcomes.
Sharing your personal data
We will normally only share your data if you give us a Consent to do so. This would apply to situations such as a referral to another specialist advice organisation.
Under Article 6(1)(d) GDPR (‘Vital Interests’), if we are concerned that your life or that of someone else is in imminent danger, we will share all necessary information and personal data with the relevant emergency service(s) in order to protect your life, or that of someone else.
Changes in processing Personal Data
From December 2023, CA Craigavon will deliver advice jointly with CA Armagh, meaning that in processing of our Clients’ personal data, we are Joint Data Controllers. In time, the two Organisations will merge completely and this is the first step in the process.
Both Organisations can now be reached under one joint phone number 0330 135 9733 – please note that this is no longer a separate number for Community Advice Armagh and Community Advice Craigavon.
If you are a new or existing client of either Community Advice Armagh or Community Advice Craigavon, you will now contact this number for assistance with your existing or new enquiry.
What does the new, joint set up mean for my data?
If you never contacted either of the Organisations before, your initial call will be answered by an available Adviser in either the Community Advice Armagh or Community Advice Craigavon offices. If you require a face-to-face advice, you will be seen in one of 4 locations –
Portadown Health Centre, Portadown, BT62 3BU
The Annex, Lurgan Town Hall, Lurgan, BT66 8DY
Banbridge Town Hall, Banbridge, BT32 3DA
McCrums Court, Armagh, BT61 7RS
When you contact the single telephone number, you may speak to either CA Armagh or CA Craigavon staff member. Please note that both Organisations work and process data to meet the same purpose – which is to provide you with independent, free, tailored advice.
Once you are allocated an Adviser, your details will be stored on a joint Case Management System, which is used both by Advisers from CA Craigavon and from CA Armagh. All Advisers, Managers and Administrative Staff or CA Craigavon and CA Armagh is bound by strict confidentiality rules.
Being able to access one Case Management system means that Staff of CA Armagh and CA Craigavon can easily access any existing records and assist clients effectively.
If you are an existing client of CA Craigavon or CA Armagh
If your case is still open, or was recently closed, you will be able to speak to your original Adviser, to continue with the original query. If the Adviser is not available, you may be offered an alternative Adviser. You can request to be seen face to face at a location closest to you, or continue with telephone or digital advice. Throughout your relationship with our Advisers, your case records are only accessed by those directly involved in your case, as well
Community Advice ABC* acts as an umbrella for:
Community Advice Craigavon (formerly Citizens Advice Craigavon), Company Registered by Guarantee in NI No. 34750, Registered Charity Number: NIC101573, Authorised and regulated by the Financial Conduct Authority: FRN 616953. Reg office: Portadown Health & Care Centre, Tavanagh Avenue, Portadown BT62 3BU
Community Advice Armagh is a Company Registered by Guarantee in NI No. 48470. Registered Charity Number: NI149516
Authorised and regulated by the Financial Conduct Authority: FRN 616947. Registered office: Community Advice Armagh, 9 McCrum’s Court, Armagh, BT61 7RS