Customer Privacy Notice
TASK complies with Data Protection laws including the GDPR. This Privacy Notice explains how our customer’s personal information is going to be used, what for, who it will be shared with and why. It also outlines customer’s rights with regard to any personal information that we hold.
1.Who we are and what we do
Name: Trident Associated Securities Kommunications Limited (TASK) also trading as T.A.S.K, TASK Community Care, TASK Security System, TASK Ltd and TrackGPSLocation. Company Registered in Ireland. Registration Number: 44739. Head Office Contact Details: Unit 1, Block 3, City North Business Park, Stamullen, Co.Meath, IRELAND K32V008. Tel: 01 8435889. Email: firstname.lastname@example.org. Website: www.taskltd.ie.
Privacy Notice Last Updated: 19 July 2022
TASK provides a 24/7 monitoring service for telecare alarm and GPS alarm customers and for associated products. The following are examples of some of the other types of telecare equipment we monitor: smoke detectors, bed fall sensors, chair fall sensors, flood alerts and door exit sensors. TASK provides grant aided monitored alarm products to residents of Ireland who are aged 65 and over, under the Irish governments Seniors Alert Scheme which is administered by Pobal. We also provide lone worker services for private and public sector staff and external customers, including check-in calls, vehicle and location tracking. In addition, we answer out of hours calls for housing associations, and county councils/local authorities, and have agreements with a number of external organisations to provide services, including the arrangement of out of hours emergency repairs and wellbeing calls to residents. TASK also manages and monitors access control systems including gate and building access.
GPS (Global Positioning System) technology is used in some products to allow for customer location to be ascertained while the device is being worn or carried outdoors. Websites or ‘online platforms’ are used alongside the GPS devices and store relevant information. This information is used either by our monitoring centre or by a designated responder, to help to find you if you become lost or missing or if you need help in an emergency.
2. The personal information we collect
Monitored alarms and GPS device customers:
For most of our services we collect the following personal information about you, with specific service examples also given below:
- Personal details such as your name, address, date of birth, gender, email address, phone number and other contact information.
- Transaction information, such as the product you purchased, its price, your method of payment and your payment details which could include bank details.
- Your account information such as dates of payments owed and received, the subscription services you use or any other information related to your account
- Known medical conditions, medications, allergies and disabilities (if you wish to disclose) • Your doctor’s details.
- Nominated contact details (i.e., people you want to be contacted in an emergency, in your stated order of preference where possible). These people may or may not be keyholders. When you provide information about nominated contacts, we assume that you do so with their full knowledge and consent.
- Key-safe code (if applicable).
- Photographic ID.
- Any password or passcode you provide to us.
- Your correspondence and communications with us.
- Call recordings from our monitoring centre.
- Relevant information regarding an emergency call made by you to the monitoring centre (e.g., who we have contacted, the response we received and the assistance we have provided to you).
We collect most information directly from you in person by phone or email and/or through our website. However, we may also collect information from third parties such as health and social care agencies, the police and enquiries that are received from someone acting on your behalf.
Lone worker & GPS device customers:
In addition to the above, we may collect the following information to deliver lone worker or similar tracking or check-in call services:
- Employer/department, and other relevant details regarding your employment required to deliver an effective service (e.g., line manager name, contact details, and availability).
- Hair colour, height, eye colour, build.
- Vehicle details make and model, colour and registration.
- We may also retain a photograph of you on the lone worker system to assist a contracted security company when there is need to escalate an incident and to help identify you.
TASK has a telephone system that is capable of recording conversations. Like many other organisations, this is a standard practice that allows the recording of telephone calls for quality monitoring, training, compliance and security purposes. All inbound and outbound calls made to or from TASK’s offices will be recorded and will be retained for a limited period as per our Retention Schedule. All calls to the 24/7 monitoring centre via the monitored alarms are also recorded. The purpose of call recording is to provide an exact record of the call for:
- Staff training purposes, helping us to improve the quality of our supporter services and to ensure the information we provide is consistent and accurate.
- Accuracy checks, to ensure we have an accurate record of the call and to support any customer transaction that takes place over the phone.
- Establishing the facts in the event of a complaint by a customer or member of staff and used in evidence during any associated investigation.
- Protecting our customers including those who may be at risk of domestic violence or other risks. We collect most information directly from you in person by phone or email and / or through our website. However, we may also collect information from third parties such as health and social care agencies, the police and enquiries that are received from someone acting on your behalf.
When you are online, such as on our website, the information we may collect includes:
- Account information, like your username, password, and other identifiers or credentials you use to access our online services or to buy our products and services.
- Details of your visits to the website, and the resources that you access. Examples include ads that you click, device information and your location.
- IP address and cookie data. Please refer to our Cookies Policy. The purpose of our Cookies Policy is to help explain what they are, why you are collecting them, and what information cookies store.
- We use so-called social plugins (buttons) of social networks such as Facebook, Google+, You Tube, Instagram and Twitter. After activation of a button, the social network can retrieve data, independently of whether you interact with the button or not. If you are logged on to a social network, the network can assign your visit to the website to your user account. If you are a member of a social network and don’t want that network to combine data retrieved from your visit to our websites with data they hold on you, you must log out from the social network concerned before activating the buttons.
- Some of our websites contain links to other websites run by other organisations which we do not control. This policy does not apply to those other websites, so we encourage you to read their privacy statements.
- Information that you provide in your dealings with us. This includes when you register to use our online services, or when you subscribe to our services or request further services and/or information from us. The situations when you provide personal information online could include when you:
- Pay a bill online.
- Purchase products through our online store.
- Register or use our online services.
- Request to receive marketing or other communications.
- Enter one of our online competitions or when you complete one of our online customer surveys.
- Submit information when you’re providing feedback.
- Use interactive features of our online services.
3.What is your personal information used for?
In the course of our activities, we need to collect, store and use personal information about you to enable us to deliver efficient and effective services to you including for the following purposes:
- To process your orders and payments or to give you a refund.
- To install, maintain or remove monitored alarms from your home. We will always arrange this with you in advance, and all our installation employees are required to carry company issued ID.
- To deliver the monitoring service appropriately and safely in your home or other environment.
- To monitor and respond appropriately to your monitored alarm activations, for instance by contacting your nominated contacts and/or the emergency services in the event that we receive an alarm or other activation from your monitored alarm.
- Working with emergency services to provide a responsive, safe service, if you need assistance in an emergency. This is to helps get a response to you in an emergency as quickly and effectively as possible.
- If you have applied for a funded monitored alarm via Pobal or other entity, we may discuss your application with them, and with any associated entities such as community or voluntary group personnel involved in your application.
- Out of hours calls (for instance, on behalf of housing associations) can be an emergency situation such as a gas leak or electrical problem and we use the data to ensure we can provide an appropriate response. This may involve giving personal information to the named contractor in line with the instructions of your housing association or other organisation.
- If you have a TASK GPS locator, we may also record relevant information on GPS websites or platforms so that a designated family member or responder can help to find you if you become lost or missing.
- Maintaining our accounts and records.
- Keeping you informed of new products and services and to complete customer satisfaction surveys to help monitor performance and improve services.
- Dealing with complaints and any feedback from you.
- Work in partnership with government crime prevention agencies to improve community safety and to prevent and detect crime.
- Enable the identification, apprehension and prosecution of people carrying out crime, disorder and other criminal activities.
- To comply with legal and regulatory obligations.
4.What is our power to obtain and use the personal data?
Under the General Data Protection Regulation (GDPR), the lawful bases we rely on for processing personal data are:
Where you have provided consent: For example, we use email and text messages to communicate with you about our products and services, competitions, offers, promotions or special events where you tick a box. You are able to remove your consent at any time. You can do this by contacting our Data Protection Officer.
Where a contractual obligation exists: The processing is often necessary for a contract we have with you, or because you have asked us to take specific steps before entering into a contract with you.
Vital interest: For example, the processing may be necessary to protect someone’s life or protect them from harm. In certain circumstances it is in your vital interests for us to process your personal information. We may need to contact you if there are any urgent safety or product recall notices or where we otherwise reasonably believe that the processing of your personal information will prevent or reduce any potential harm to you.
Where there is a Legitimate Interest:
We process your personal data in order to carry out certain tasks relating to our business activities. In such cases, processing of personal data can be justified on grounds of legitimate interest. For example, to protect against identify theft and prevent fraud and other criminal activity, claims and other liabilities. This also includes where you fail to repay what you owe us or to return our property, we may need to trace your whereabouts in order to recover payment or reclaim property. For instance, this might be carried out by a third-party debt recovery agent on our behalf. Other areas processing of personal data can be justified on grounds of legitimate interest include: Communications
- To provide customer support and to respond to, and communicate with you about your requests.
- To contact you if we need to obtain or provide additional information. • To check our records are right and to check every now and then that you are satisfied with our service (e.g., customer surveys).
- For marketing activities (other than where we rely on your consent) e.g., marketing permissions captured during the course of a sale, personalising marketing messages through social media and other third-party platforms.
- To send promotional material (e.g., renewals) to you in the post or inform you of our offers.
- To comply with a request from you in connection with the exercise of your rights (for example where you have asked us not to contact you for marketing purposes, we will keep a record of this on our suppression lists in order to be able to comply with your request).
- To send communications to you about your orders, purchases or accounts and bill you for using our products or services.
- To let you post on our blogs and interact with us through social media.
Personalise & Improve Our Service:
- To personalise your experience on our online services. This could include providing you with interesting, relevant content.
- To help us understand more about you as a customer, the products and services you use, the way you use them and how you shop across the company, so we can serve you better. • Improve the content and appearance of the Website(s) or App(s), and to make sure that content is presented in the most effective manner for you.
- To operate, evaluate and improve our business, including the development of new products and services; to determine the effectiveness of our sales, marketing and advertising; and the analysis and improvement of our products, offers, promotions, and online services and other technologies.
- To show you relevant ads by using data collected from your devices, including your searches, location, ads that you have seen and personal information that you have given us, such as your age range, gender and topics of interest. Dependant on your Ads Settings, this data informs the ads that you see across your devices. For example, if you visit our website on your computer at work, you might see ads about our products or services on your phone later that night.
5.Will your personal information be shared?
The information we hold about you may be shared with people from other organisations involved in providing or arranging services to you.
- Nominated Contacts (friends, family or others you have named for the purpose of being contacted in an emergency).
- Emergency services and other relevant persons/agencies as required in an emergency, such as your doctor.
- Lone worker service – we may share details with the contracted security company you have provided details of for your safety.
- Pobal or other relevant statutory agencies and any voluntary or community groups involved in a Seniors Alert Scheme application for your alarm (if applicable).
- Our Contracted Service Provider, TeleAlarm, who carry out maintenance to our call monitoring systems.
- Our staff who install, maintain and remove equipment. • Staff who are directly involved with you.
- Named interested parties who we may contact to discuss your telecare service or to arrange visits to your property for assessments, reviews and engineer visits.
- Entities such as housing associations, and care homes, for example whose staff need to be contacted if permissions are required to install your equipment or otherwise provide a service to you, or as we are required to under law, for instance, if we act as joint controller or processor for the entity.
- Other telecom or alarm providers, if needed to disconnect equipment in your property, so as your equipment can be safely installed.
- Third parties we use to help deliver our products and or services to you, for example, payment service providers, credit reference agencies, our bank.
- We may also share personal information with external auditors, for example in relation to quality accreditation and the audit of our accounts.
Otherwise, we will only share your personal information in exceptional circumstances. For instance, we may have to share your information if it is in the vital interest of your welfare or that of another person, or with law enforcement agencies and regulatory bodies to comply with our legal and regulatory obligations. We only allow our service providers to handle your personal information if we are satisfied that they take appropriate measures to protect your personal information. We also impose contractual obligations on service providers to ensure they only use your personal information to provide services to us and to you. We will not sell your information or make it available to anyone for commercial use.
6. International transfers of your personal information
From time to time, we may need to transfer your personal information to our suppliers, service providers and other company offices based outside of the European Economic Area (EEA) for the purposes described in this privacy notice. If we do this your personal information will continue to be subject to one or more appropriate safeguards set out in the law. If we do transfer information outside of the EEA, we will make sure that it is protected in the same way as if it was being used in the EEA. We will also put in place a contract with any commercial suppliers or other organisations that means they must protect it to the same standards as if it was processed within the EEA.
7. How do we keep your personal information secure?
We use technical and organisational security measures to protect the personal information supplied by you against loss, destruction, and any unauthorised access by third parties. Examples of our security include:
- Controlling access to systems and networks allows us to stop people who are not allowed to view your personal information from getting access to it.
- Training for our staff allows us to make them aware of how to handle information and how and when to report when something goes wrong.
8. Periods for which we will store your personal information
After we deliver a service to you, we have to keep your information as a record of what was delivered. We will keep your personal data for no longer than necessary for the purposes that we have obtained it. We have a Data Retention Schedule which sets out how long we will keep different types of information. Once it is no longer necessary to continue processing your personal data, we will delete it or anonymise it. The type of service you receive will determine how long we have to keep your information.
10.What are your Information Rights?
Your Information Rights are set out in the law. Subject to some legal exceptions, you have the right:
- to have any inaccuracies corrected;
- to have your personal data erased;
- to place a restriction on our processing of your data;
- to object to processing; and • to request your data to be ported (data portability).
Our Data Protection Officer (DPO) provides help and guidance to make sure we apply the best standards to protecting your personal information. If you wish to exercise your information rights, please contact our Data Protection Officer, Mr Ronan Bunting at email@example.com or alternatively write to: Data Protection Officer TASK Ltd Unit 1, Block 3 City North Business Park Stamullen Co. Meath IRELAND K32V008
You also have the right to request a copy of the personal information we hold about you. To do this, you can contact the Data Protection Officer or write to us using the above details. If we have not been able to deal with your complaint, you can also contact the Office of the Information Commissioner.