Web Chat

We use a third party provider for the Webchat facility on www.addaction.org.ukwww.drinkwiseagewell.org.uk and its subdomains.  This software is provided by Livechatinc and staffed by Addaction.

LiveChat has their own privacy policy.

Your personal information

To access Webchat you just visit our webpage and start a conversation with an experienced worker.

When you provide Addaction with personal information, we take steps to ensure that your information is treated securely.  When we ask you for personal information we will always explain why we need it, only ask for what we need and treat it as confidential.

Giving your consent

To record, use or share your personal information we must ask for your consent;

How you give your consent on webchat

  • Our web chat will ask you to give your consent prior to starting the conversation by clicking the “start chat” button.  However, before we share any information we will again ask for your consent and explain why we need to share the information and with whom.

How to withdraw your consent

You have the right to withdraw your consent at any point during the chat or afterwards.  You can do so by either talking to the advisor via Webchat or if it is after the conversation, by emailing feedback@addaction.org.uk.

What information do we collect?

If you engage with the Webchat there is automatic information that is visible to us, such as: web browser and usage information, including IP address, browser type, page view tallies, time spent on each page, page browsing information, operating system and type of device used.  Your email address will be visible to the advisor in the transcript if you choose to have the transcript sent to your email address.

You are in control of what you say to the webchat advisor.  We keep the transcripts of individual chats within a secure online database for two years in line with data protection law.

Webchat is confidential and anonymous because we do not ask for personal information that identifiesyou.  The only identifiable information that we have when someone accesses the webchat is the IP address of the device they are using.  If you give us information that identifies you, and there are concerns regarding the safety of an individual, we may have a duty to share this information with other relevant professionals to keep you or others safe.

How we might share information

We may use and share aggregated information for training, quality assurance purposes, to deliver, advertise and improve our services. Aggregated information is data that has been mixed together and summarised, and individuals cannot be identified from the summary.

Addaction does not sell, trade or rent any personal information provided by you in any transcript, survey or recording for direct marketing or any other purpose, except as stated in this privacy policy or with your consent.

If it is felt that there is immediate danger to you, or to another individual, we may share your IP address with the police.  They will be able to trace the IP address back to the device that was used. We would only do this if there was real concern for your immediate safety.

Cookies

Some web browsers are automatically set to accept cookies.  However, if you prefer not to receive cookies, with most browsers you can change the settings to refuse cookies.  You can see a list of the cookies Webchat uses below.

For further information about cookies, including how to see what cookies have been set on your device and how to manage and delete them, you can visit www.allaboutcookies.org and www.youronlinechoices.eu.

Your rights

By law you have rights as in relation to the information we hold about you. You can read more about these rights here – https://ico.org.uk/for-the-public/is-my-information-being-handled-correctly/

Changes to this privacy notice

We keep our privacy notice under regular review. This privacy notice was last updated on 11/05/2018.

Webchat and email security

We take every care to protect the information that you have provided to us. We can not guarantee the security of this information when it leaves our secure system.  If you request a transcript of the conversation, you must make sure you have given us the correct email address and are happy for everything you shared in the chat to be sent by email, which may not be secure.

Webchat and Cookies

Here is a list of cookies our webchat provider “Livechat” uses to function.