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Privacy Policy

PPP Taking Care Limited ("PPP Taking Care”, “us”, “our” and “we”) is part of the AXA Group of companies which includes AXA Insurance UK Plc, AXA PPP healthcare Ltd & AXA PPP healthcare Group and takes your privacy very seriously. We promise to take steps to protect it. The information below tells you how we collect, store and use personal data about you. Please read it carefully. Any personal information you supply to PPP Taking Care will be treated in accordance with the Data Protection Act 2018 and other legislation intended to protect your personal information and privacy.

This privacy policy is relevant to anyone who wishes to enquire about or use any of the PPP Taking Care services and any beneficiaries of PPP Taking Care services or their representatives. It tells you what information we collect and what we can do with it.

  1. Who we are
  2. What information we collect
  3. What we do with information
  4. Who we will share your information with and why?
  5. Can we send your information overseas?
  6. How long can we keep your information for?
  7. Recording telephone calls
  8. When you can ask us to stop using your information?
  9. What happens if you don't give us some of your information?
  10. How to contact us
  11. Your rights
  12. Complaints


"PPP Taking Care Services"
 comprise of the following services :

  • Personal Alarm Service
  • Information and Advice Helpline
  • Assistive Technology Devices
  • Safe Home Assessment
  • Wellbeing Check
  • Case Management Service
  • Helpline Extension
  • Other services of a similar nature that may be added to the range of services from time to time.

Age UK Personal Alarms are provided by PPP Taking Care Limited. Brought to you by Age UK Trading CIC.

1. Who "we", “PPP Taking Care Customer”, “PPP Taking Care User”, and “participants” are 
a) “We”
We are PPP Taking Care Limited ("PPP Taking Care" "we", "us" or "our"), part of the AXA Group of companies. 

ICO Registration Number: Z7105141 

Registered Address: 5 Old Broad Street, London, EC2N 1AD, UK .

b) “PPP Taking Care Customer”
Who has paid for the service and therefore who is assuming responsibility under the contract. The customer would typically be a next of kin and any information exchanged will be subject to the duty of confidentiality. 

c) “PPP Taking Care User”
The end user of our social care products and services.

d) "Participants"
PPP Taking Care Customers and or PPP Taking Care Users who have provided us with information about themselves.


2. What information we collect about Taking Care Customers and/or Taking Care Users and/or their representatives (collectively the "Participants")
 

(a) Information collected from anyone using any of the PPP Taking Care Services (“Taking Care Customers”) and/or any beneficiaries of PPP Taking Care Services (“Taking Care Users”) and/or their, representatives.

The personal information PPP Taking Care collects in connection with the PPP Taking Care Services includes:

  • Information about PPP Taking Care Customers (e.g. next of kin) such as their name, email address, home address, telephone number, date of birth, bank/credit card details
  • Information about PPP Taking Care Users such as their name, home address, email address, telephone number, date of birth and details about their physical and/or mental health condition(s). (we may collect information about a PPP Taking Care User from a PPP Taking Care Customer.
  • Information collated as part of a Safe Home Assessment.

Personal information is collected by PPP Taking Care in relation to PPP Taking Care Services when Taking Care Users provide such details to us either via an enquiry into, or through their use of, any of the PPP Taking Care Services.


(b) Information collected from others 
We can collect information about PPP Taking Care Customers and the Taking Care Users from others. This includes:

  • We may collect information about a PPP Taking Care User from a PPP Taking Care Customer (e.g. the next of kin).
  • Information about PPP Taking Care Users from the individual assigned to conduct a Safe Home Assessment or Wellbeing Check ("Taking Care Assessors") in order for us to manage the PPP Taking Care Services and to help us select and manage the Taking Care Assessors properly.


(c) Sensitive personal data
We may process sensitive information about PPP Taking Care Users that falls under the definition of "special categories of personal data". This includes data concerning a PPP Taking Care User's physical and mental health, data revealing their racial or ethnic origin and/or religious beliefs. We may obtain this from the following people:

  • PPP Taking Care Users may directly provide us with sensitive information about themselves
  • PPP Taking Care Customers (e.g. next of kin) may provide us with sensitive information about the relevant PPP Taking Care User
  • PPP Taking Care Assessors will take notes and keep records of their home visits to the Taking Care User as part of the Safe Home Assessment and share this information with PPP Taking Care
  • PPP Taking Care Assessors will take notes and keep records of their calls with the Taking Care User as part of the Wellbeing Check and share this information with PPP Taking Care and the corresponding Taking Care Customer.

 

3. What we do with information we collect and why we can do this? 
We use the information from the PPP Taking Cares User and the PPP Taking Care Customers to provide our services. This can either be done through a contract or social care, or a combination of both:

A. Provide PPP Taking Care Services 
When a PPP Taking Care Customer enquires about or requests us to provide a PPP Taking Care Service, we use information about the Taking Care Customer and/or Taking Care User:

  • To contact the PPP Taking Care Customer about the PPP Taking Care Service (e.g. for verification or billing purposes)
  • To provide the agreed PPP Taking Care Service on the PPP Taking Care Customer's request (e.g. for a Safe Home Assessment, to send a PPP Taking Care Assessor to conduct an assessment at the PPP Taking Care User's home and making appropriate recommendations, to enable the Wellbeing Check call to take place).

B. Legal basis to process sensitive information

  • It is important that we identify an appropriate legal basis to process sensitive information. This is particularly relevant when dealing with medical information. This will apply across all our activities and can be summarised as follows: We provide social care services to assist our customers to be more independent in their own home.
  • We will process such information in the event of an emergency as it is aimed at protecting your vital interest

We cannot provide the PPP Taking Care Service unless we use or process relevant medical information about the Taking Care Customer and/or the Taking Care User in this way.

C. Do what we are required to do by law 
Because we are part of the AXA PPP healthcare group, which provides health insurance services, sometimes we are required by law to use information about you:

  • To assist regulators where we have a legal duty to do so; and
  • To help prevent and detect crime.

We can use Participants' information in this way because we are required to do so by law.

D. Prevent fraud 
Fraud has an impact on all Customers as it increases costs for everyone. We use Participants' data to check for signs that Participants or others might be dishonest. (e.g. if someone has behaved dishonestly in the past it may increase the risk they will do so in future).

We can use Participants' data in this way because it is in our and all Customers interests.

E. Recover debt 
If a PPP Taking Care Customer owes us money we will use PPP Taking Care Customer information to help us recover it.

F. To inform you about and promote other products (marketing) 
We can use Participants' information to make decisions about what other products might be of interest to them and make suggestions about these products.

We can use Participant data in this way because it is in our interests that we do so or Participants have agreed that we are allowed to do this.

If at any time a Participant does not wish us to use their information for this purpose, they can ask us not to do so. See 10 below for how to contact us.

G. To understand and check levels of Customer satisfaction 
We will also use Participant information to ask Participants to provide feedback on the PPP Taking Care Services we provide.

We can use Participant data in this way because it is in our interests that we do so or Participants have agreed that we are allowed to do this.

If at any time a Participant does not wish us to use their information for this purpose, they can ask us not to do so. See 10 below for how to contact us.

H. Where a Participant may be at risk 
We will use Participant information to assist where a Participant's life or health is in danger and obtaining their consent is not possible.

I. To administer and provide the PPP Taking Care Services 
To administer and provide the PPP Taking Care Services we will use Participant information.

  • To help develop our products, services and systems to deliver a better Customer experience in the future
  • So that we have accurate records
  • To manage our relationship with Participants
  • To contact Participants to administer the PPP Taking Care Services.

We can use the data in this way because it is in our interests to do so.

 

4. Who we will share your information with and why? 

If you are a PPP Taking Care User we may share information such as your name, home address, telephone number and date of birth with PPP Taking Care Assessors in order for them to conduct the Safe Home Assessment.

As we provide social care services we may share the results of the Safe Home Assessment or Wellbeing Check with the PPP Taking Care Customer whenever appropriate. If you pay for any of your PPP Taking Care Services by credit card we will share your name and address, and such other personal detail as will be confirmed to you at the time of payment, with a third party provider of card payment processing services (the “Payment Processor”) in order for them to process your credit card payment on our behalf. We can share this data with the Payment Processor as it is necessary for the performance of the relevant PPP Taking Care Service that you are buying.

If you are a PPP Taking Care Customer we may share information that we collect about you within the AXA Group for marketing purposes. We will get your explicit agreement to this and if you do not want us to do this or change your mind you can let us know and we will stop.

Age UK Personal Alarms
PPP Taking Care, which provides the Age UK Personal Alarms service, and its group of companies in the AXA UK Group, would like to contact you about products and services that support people and help protect them, their homes and possessions.

Age UK* would also like to let you know about the vital work they do for older people, their fundraising appeals and opportunities to support them, as well as the products and services you can buy.

* The Age UK Network includes the charity Age UK, its charitable and trading subsidiaries and its National Partners (Age Cymru, Age Scotland and Age NI).

When you provide your information to us, you will be given the option to select your choices as to whether or not you wish to receive information from us by email, text, phone or post. You can change your marketing preferences at any time by phoning 01364 651600, writing to: FREEPOST PPP Taking Care, Linhay House, Linhay Business Park, Eastern Road, Ashburton TQ13 7UP or emailing enquiries@ppptakingcare.co.uk

The AXA UK Group and Age UK Network will never sell your data and we promise to keep your details safe and secure.

You are entitled to receive a copy of the personal information that PPP Taking Care and the Age UK Network holds about you.

If you would like to receive a copy from PPP Taking Care, please write to FREEPOST, PPP Taking Care, Linhay House, Linhay Business Park, Eastern Road, Ashburton TQ13 7UP.

If you would like to receive a copy from Age UK, please write to FREEPOST, Age UK Enterprises London WC1H 9NA, email contact@ageuk.org.uk or call 0800 107 8977 for further assistance. You can also use these details to raise a concern or complaint.

If you would like to know more about how your information is used by the Age UK Network, please go to http://www.ageuk.org/help/privacy-policy.

We may also share information with law enforcement agencies. We and fraud prevention agencies may permit law enforcement agencies to access and use your personal data, if they request it.


5. Can we send your information overseas?
 
We can send your information overseas. The protections given to your information in other parts of the world will often not be as strong as in the UK. We will put in place agreements with the people we send your information to, to require them to treat your information with the same protections that we apply ourselves. Our agreements may include standard terms provided by the EU called EU Model Clauses or may require the other party to be signed up to government standards that are recognised as providing the right level of protection such as "privacy shield" in the USA. But it is possible that no agreements would not stop a government in any part of the world using your information as they can often have power to overrule any agreements we make.

 

6. How long can we keep your information for? 
We are only allowed to keep your information if we need it for one of the reasons we describe in 3 above.

We have comprehensive record retention schedules. The retention periods differ depending on the purpose of the processing and the nature of the information. How long we keep data is primarily determined by the period we need to keep it to protect ourselves or others against legal action and how long we need it for the purposes we told you we were going to use it for. We typically keep information for approximately 7 years either from the point we obtained the information or the end of our relationship with you. In some cases such as if there is a dispute or legal action, we may keep it longer.

Where you have provided consent for direct marketing purposes we will strive to maintain your latest position for 24 months, from time to time we may check to see if you are still ok or wish to change your marketing choices.


7. Recording telephone calls
 
Participants should be aware that any telephone calls with PPP Taking Care for the provision of PPP Taking Care Services may be recorded for quality monitoring and training purposes, as evidence of our conversation and to assist us in preventing and detecting fraud.


8. When you can ask us to stop using your information 
We rely on consent to sell PPP Taking Care Customers products. At any time, a Participant can tell us to stop using their information for marketing purposes and we will have to stop.

We rely on consent to process and share certain types of sensitive information about PPP Taking Care Users (this may include some processing designed to make our administration of services easier and more cost effective).

A PPP Taking Care User can also ask us at any time to stop using his/her sensitive information or using his/her information to make our administration services easier. But, if we stop using the PPP Taking Care User information in this way we will not be able to provide the PPP Taking Care Services. We will tell a PPP Taking Care User about this if he/she makes a request.


9. What happens if you don't give us some of your information?
 
Where a Participant does not provide the information we need in order to provide the requested PPP Taking Care Service or to fulfil a legal requirement, we will not be able to provide the PPP Taking Care Service requested.

We will tell a Participant about why we need the information when we ask for it.


10. How to contact us about this privacy policy

Our Data Protection Officer is in charge of answering questions about this privacy notice or your requests to exercise you rights which are set out later on in this notice. The Data Protection Office can be contacted at:

  • Address: The Data Protection Officer, PPP Taking Care Limited, Linhay House, Linhay Business Park, Eastern Road, Ashburton TQ13 7UP
  • Email: dataprotection@ppptakingcare.co.uk

 

11. Your rights 
If you are a Participant, we can be contacted at the address above for one or more of the following reasons:

I. To ask us to fix information about you that is wrong or incomplete, or delete information about you.

II. To tell us that you no longer consent to us using information about you and ask us to stop. This would not invalidate the processing we did prior to the withdrawal of consent. We do not generally rely on consent for processing services contracts, as we rely on the basis that we are entering into a contract in order to process the personal data.

III. To tell us to stop using your information for direct marketing purposes.

IV. To ask us to send you the information we have about you. This is sometimes called a "subject access request".

V. To ask us to provide you with the information you have provided to us about yourself. We will provide the information in a machine readable format so that another organisation's software can understand that information. This is sometimes called a "data portability" right.

VI. To ask us not to use information about you in a way that allows our computer systems to make decisions about you.

Sometimes we will not be able to stop using your information when you ask us to (e.g. where we need to use it because the law requires us to do so).

In other cases, if we stop using your information we will not be able to provide services to you such as the Wellbeing Check or Helpline Extension.

We will tell you if we can’t comply with your request, or how your request might impact you, when you contact us.


12. Complaints
 
Participants have the right to complain about how we treat their personal data to the Information Commissioners Office (the "ICO"). The ICO can be contacted at:

  • Address: Information Commissioner's Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF
  • Telephone: 0303 123 1113 (local rate) or 01625 545 745
  • Email: https://ico.org.uk/global/contact-us/email/