Confidentiality Policy

1. Policy Statement

1.1 Turn2us is bound by the UK’s Data Protection Act (DPA) which implements the EU Data Protection Directive. This protects personal data and places restrictions on Turn2us’s ability to disclose personal data within the UK and overseas. Personal data is information relating to an individual from which they can be identified, e.g. name, address, tax details or national insurance number.

1.2 Turn2us staff will often be entrusted with personal information given to them in confidence by an individual using Turn2us services. Anyone working for Turn2us has a duty to treat that information with respect. They also have a duty under the Data Protection Act 1998 to protect the confidentiality of personal information and to process that information fairly.

1.3 This confidentiality policy also applies to helpline employees.

2. Data Protection Act

2.1 The Data Protection Act regulates when and how an individual’s ‘personal data’ may be obtained, held, used, disclosed and generally processed. It applies to computerised processing of personal data and certain paper based files and records.

2.2 To comply with the law, information must be collected and used fairly, stored securely and not disclosed to any other person unlawfully. To do this, Turn2us staff must comply with the Data Protection Principles, which are set out in the Data Protection Act. In summary, these state that personal data shall be:

Processed fairly and lawfully and shall not be processed unless certain conditions are met
Obtained for specified and lawful purposes and not further processed in a manner which is incompatible with that purpose
Adequate, relevant and not excessive
Accurate and, where necessary, kept up to date
Kept for no longer than is necessary
Processed in accordance with the data subject’s rights
Protected by appropriate security
Not transferred to a country outside the European Economic Area, unless that country has equivalent levels of protection for personal data.

3. Requests by Data Subjects for Access to Data Held

3.1 If an individual wishes to see any personal information about them held by Turn2us, this can be shown to him or her and a copy made if one is requested. If a third party is acting on behalf of the individual, proof of the third party’s identity and the individual’s authority to disclose their information to their representative, must be obtained in writing. All requests must be responded to within 20 working days.

4. Breaking Confidentiality

4.1 Confidentiality may be broken in the following circumstances:

Where the person from whom the information was obtained, and (if different) the person to whom it relates, consents

Where the information is already available to the public from other sources
Where the information is in the form of a summary or collection of information so framed that it is not possible to ascertain from it information relating to any particular person
When there is a serious risk of harm to the individual, as in a threatened suicide
To protect others. For example, information about possible child abuse should be disclosed to the appropriate agency. See the Turn2us Safeguarding Children Policy.
To prevent a serious criminal act, especially where others may be endangered, for example an act of terrorism.

4.2 There is no obligation in general to pass on knowledge of a crime. However, it is a criminal offence to:

Deliberately mislead the police
Receive a reward of any kind in return for not notifying the police about a criminal act
Fail to notify the police about an act that could be construed as an act of terrorism
Fail to notify the police about an act that could be construed as drug trafficking
Knowingly take monies from a benefits agency fraudulently.

4.3 If a member of Turn2us staff has to break confidentiality then the person whose personal information it is must be told that this is going to happen verbally if possible, or in writing if suitable. The member of staff should only do so after all attempts to persuade the individual to disclose the information voluntarily have failed. The Turn2us Director should be consulted before disclosure. They will be responsible for making the final decision about breaching confidentiality and ensuring that the correct action is taken.

5. Publication of this Policy

5.1 This policy will be published on the Turn2us website,

5.2 The fact that Turn2us services, e.g. the helpline and website, are confidential and secure will be stated in all publicity and information materials.

6. Confidentiality and the helpline

6.1 The Turn2us helpline is bound by this confidentiality policy.

6.2 The following general statement about confidentiality will be stated by the adviser during the course of each telephone call:

The information you give me will be dealt with confidentially. However if you want assistance to make grant applications, we will need your agreement to pass some of your personal details to charities that may be able to help you.

6.3 Many of the calls that Turn2us helpline advisers handle will involve discussion of callers’ personal information and circumstances, in particular benefits checks and grants searches. When undertaking these services on behalf of callers, helpline advisers should remind callers of the confidential nature of the service and that their agreement to the sharing of this information may be needed in order to apply for grants on their behalf. It should be made clear to the caller which charities the information will be sent to. Callers should also be sent a copy of any letters, forms, emails or other communications containing their personal information that have been sent to charities.

6.4 There are certain other circumstances in which confidentiality may need to be broken. These are outlined in this policy under ‘breaking confidentiality’ together with the procedures that helpline advisers should follow.

6.5 A line will be included on all emails sent by the helpline to say:

Turn2us helpline services are confidential and secure. However if you want assistance to make grant applications, we will need your agreement to pass some of your personal details to charities that may be able to help you.

Adopted: September 2008

Revised: August 2009

Review Date: June 2010

Policy Owner : Turn2us Director.

Last updated: 24 August 2009

Turn2us - to access benefits & grants.