Date: 13 March 2023
Careline 24 Ltd Privacy Policy
Our contact details
Name: Careline 24 Ltd
Address: Chichester Enterprise Centre, Terminus Road, Office Unit 41, Chichester, West Sussex, England, PO19 8FY
Phone Number: (01243) 979791
E-mail: info@careline24ltd.com / support@careline24ltd.com
The type of personal information we collect
We currently collect and process the following information:
- Name
- Phone number
- Email address
- Medical information (e.g. existing health conditions, medication details)
- Communication records
Cookies and analytics
We use cookies and similar technologies on our website to improve user experience, understand visitor behaviour, and help us make informed improvements to our services. In particular, we use:
- Google Analytics 4 (GA4) – to collect anonymised data about how users interact with our website (such as which pages are visited and how long users stay on each page).
- Microsoft Clarity – to understand how users interact with our site through session recordings, heatmaps, and engagement metrics.
These tools do not collect personal identifiable information like names or email addresses. The data collected is used only to analyse web traffic and improve the usability of our website.
You can control or disable cookies through your browser settings.
Cookies used on our website
| Cookie Name | Provider | Purpose | Expiry | Type |
|---|---|---|---|---|
_ga | Google Analytics | Used to distinguish users. | 2 years | Analytics |
_ga_<container-id> | Google Analytics | Used to persist session state. | 2 years | Analytics |
_gid | Google Analytics | Used to distinguish users. | 24 hours | Analytics |
_gat | Google Analytics | Used to throttle request rate. | 1 minute | Analytics |
_clck | Microsoft Clarity | Persists the Clarity User ID and preferences, unique to that site. | 1 year | Analytics |
_clsk | Microsoft Clarity | Connects multiple page views by a user into a single Clarity session. | 1 day | Analytics |
CLID | Microsoft Clarity | Identifies the first-time Clarity user from a specific browser. | 1 year | Analytics |
ANONCHK | Microsoft Clarity | Indicates whether MUID is transferred to ANID, for advertising. | 10 minutes | Advertising |
MR | Microsoft Clarity | Indicates whether to refresh the MUID. | 7 days | Advertising |
MUID | Microsoft Clarity | Identifies unique web browsers visiting Microsoft sites. | 1 year | Advertising |
SM | Microsoft Clarity | Used in synchronising the MUID across Microsoft domains. | Session | Functional |
How we get your personal information and why we collect it
Most of the personal information we process is provided to us directly by you for one of the following reasons:
- To provide you with our personal alarm services
- To respond to enquiries and customer support requests
- To assess your needs and suitability for our services
- To communicate with your emergency contacts or relevant services in case of emergency
- To process your payments or refunds
- To improve our services and ensure system performance and safety
- To comply with our legal obligations and duty of care
We also receive personal information indirectly, from the following sources in the following scenarios:
- From your family members or representatives who set up the service on your behalf
- From healthcare professionals (e.g. when they refer you to our service)
- From emergency services following an incident where our device is activated
We use the information that you have given us in order to:
- Deliver and maintain your personal alarm service
- Contact nominated emergency responders
- Monitor service use and performance
- Conduct internal audits and quality assurance
- Handle complaints or legal claims
We may share this information with:
- Emergency services (ambulance, police, fire) in the event of an emergency
- Your nominated emergency contacts
Under the General Data Protection Regulation (GDPR), the lawful bases we rely on for processing this information are:
- (a) Your consent – You are able to remove your consent at any time. You can do this by contacting info@careline24ltd.com
- (b) We have a contractual obligation
- (c) We have a legal obligation
- (d) We have a vital interest
- (f) We have a legitimate interest
How we store your personal information
Your information is securely stored on our protected servers and cloud-based systems hosted within the UK or EEA.
We keep:
- Personal details (e.g. name, contact information) for as long as you are a customer and for 6 years after service termination for accounting and legal reasons.
- Call recordings for up to 12 months.
- Medical and emergency contact information for the duration of your service.
We will then dispose of this information securely through digital deletion or certified data destruction processes.
Your data protection rights
Under data protection law, you have rights including:
- Your right of access – You have the right to ask us for copies of your personal information.
- Your right to rectification – You have the right to ask us to rectify personal information you think is inaccurate. You also have the right to ask us to complete information you think is incomplete.
- Your right to erasure – You have the right to ask us to erase your personal information in certain circumstances.
- Your right to restriction of processing – You have the right to ask us to restrict the processing of your personal information in certain circumstances.
- Your right to object to processing – You have the right to object to the processing of your personal information in certain circumstances.
- Your right to data portability – You have the right to ask that we transfer the personal information you gave us to another organisation, or to you, in certain circumstances.
You are not required to pay any charge for exercising your rights. If you make a request, we have one month to respond to you.
Please contact us at info@careline24ltd.com or write to our registered office address if you wish to make a request.
How to complain
If you have any concerns about our use of your personal information, you can make a complaint to us at:
Careline 24 Ltd
Chichester Enterprise Centre, Terminus Road, Office Unit 41, Chichester, West Sussex, PO19 8FY
Email: support@careline24ltd.com