Data Protection

This data protection policy sets out how Prison Voicemail uses and protects any information that you give Prison Voicemail when you use this website and the service.

Prison Voicemail is committed to ensuring that your privacy is protected. Should we ask you to provide certain information by which you can be identified when using this website, then you can be assured that it will only be used in accordance with this policy.

Prison Voicemail may change this policy at a later date. Any changes will be updated on this page. You should check when providing new data to ensure that you are happy with any changes. This policy is effective from 1st May 2018.

This symbol represents a 'Data Protection' point.
It will be displayed when we gather the information and gives a summary of our usage.

Links to other websites

Our website may contain embedded content and links to other websites of interest. However, once you have used these links to leave our site, you should note that we do not have any control over the linked site. Therefore, we cannot be responsible for the protection and privacy of any information which you provide whilst visiting linked sites. You should exercise caution and look at the corresponding data protection or privacy statement applicable to the website in question.


Gathered information and usage

Below is a table containing all information which we currently collect regarding personal user data.

What Usage
Email Address Site access username
For contacting regarding support or with service notifications
Country Identity verification
Handling international phone numbers for communications
Phone Number Site access username
For contacting regarding support or with service notifications
Identity verification
Providing access to voicemails
Prison Identity verification
Notification when prisoner changes establishment
Name Identity verification
Personalisation of content
Address Identity verification
Postcode Identity verification
Finding local area code phone numbers
Relationship to prisoner Identity verification
Prisoner's name Identity verification
Personalisation of content
Prisoner number Identity verification
Estimated release date Scheduling reminder notification
Landline number Reserve number for contacting
How you found out about the service Determining effectiveness of methods for attracting users
Payment details Taking payment for the service
Payday date Scheduling reminder notification
Voicemails Sharing voicemails between you and the prisoner
IP address Monitoring site access for security
User agent (type of device being used) Monitoring site access for security

We may also use all above data for the purpose of debugging problems to provide support. Where fraud prevention mechanisms require so, we may also provide the information to our payment provider. After gaining your consent, we may use your identitifiable data for research, to contact you regarding research or to contact you with promotional material. By default, we will assume that you do not consent unless you perform an affirmative action (such as pressing a button).


Data retention

We will retain user data throughout the period of providing you with the service.

In the event that you do not fully complete registration for the service (and are not on a waiting list, such as for those who sign up to an unlaunched prison or have a payday reminder), we will keep your data for 7 years. This is for ease of registration; if you decide to complete the sign up at a later date then you do not have to repeat filling in the form again. On request, you can extend or shorten this retention period (please contact us as stated below).

Likewise, after cancelling the service, we will retain your data for 7 years. This means that if you need to restart the service, you may be able to keep your old details and messages. On request, you can extend or shorten this retention period (please contact us as stated below).


Cookies

Cookies are files which are stored on your computer in order to retain information as you browse the website.

We use essential cookies for essential purposes, such as logging you into your account, and other cookies for analytics purposes. Traffic logs from these cookies help identify which pages are being used. This helps us analyse data about web page traffic and improve our website in order to tailor it to your needs. Overall, cookies help us provide you with a better website, by enabling us to monitor which pages you find useful and which you do not.

By default, most browsers will accept cookies. In the event that you wish to disable all cookies, including essential cookies, please modify your browser settings to decline and remove the cookies. This will prevent you from using the website as intended.

You can read more about cookies here .

You can control which cookies we use here.


Third parties

Prison Voicemail will never provide your information to any other organisation for direct marketing purposes. We will not distribute, sell or lease your personal information to third parties unless we have your permission or are required by law to do so. We may send you promotional information about third parties which we think you may find interesting (unless you have requested no promotional contact).

We will share details for identity verification with the prison upon signing up. We may also provide it to other prisons in the event that the prisoner changes establishment.

Your card details are stored by a valid third party payment provider (PayPal) in order to conform to PCI requirements. User details may also be passed on to our payment provider for fraud prevention purposes.

Other third parties may be used strictly for the purpose of providing the service (such as for storing your messages or sending text notifications). They may be international organisations, outside of the United Kingdom.


Security

We are committed to ensuring that your information is secure. In order to prevent unauthorised access or disclosure, we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect. We conform to multiple industry standards for good practice and other relevant accredited schemes.


Safeguarding

Safeguarding all users of the service is of paramount importance to us; some users of the service may be vulnerable individuals. In light of this, we may at the discretion of our directors choose to contact the prison if we, in the course of performing technical support, were to stumble across information which we believe could indicate that an individual is at risk of self harm or other risks of harm.


Application permissions

The Android version of the Prison Voicemail mobile app requests a number of permissions from your phone. These include:

  • Contacts - We use this to add a your Prison Voicemail number to your contact list.
  • Microphone - We use this for recording new messages and for the Live Calls feature.
  • Storage - We use this to allow you to download transaction receipts to your phone.
  • Telephone - We use this to pre-fill forms with your default contact details,for user verification and for the Live Calls feature.

The iOS version of the Prison Voicemail mobile app requests a number of permissions from your phone. These include:

  • Contacts - We use this to add a your Prison Voicemail number to your contact list.
  • Face ID - For compatible devices you can use Face ID as two factor authentication to the app.
  • Microphone - We use this for recording new messages and for the Live Calls feature.
  • Notifications - Receive notifications about calls and for the Live Calls feature.


Information rights

You have the right to request a copy of the information we hold on you, to request correction of invalid records and to request erasure of personal data.

We may charge an administration fee for repeated or excessive requests. In addition, it may not be possible to continue offering the service (or it may be temporarily suspended) after personal data is modified.

Please contact us as stated below if you wish to request your information or modification of your information.

You have the right to lodge a complaint with a supervisory authority if you believe your information is not handled according to regulation.


Data consent from the prisoner

As the prisoner is not able to access the website, you are required to provide their details. When you do so, you give consent for us to use those details.

In the event that the prisoner requests their information or modification of their information, we face a number of challenges. We may not be able to verify their identity, to provide it in a useable format or permitted to by the prison. We will need to handle each request by a prisoner on a case by case basis but we advise against the prisoner performing such requests.


Contact

Please write to PHONEHUB IO, St Faiths House, Mountergate, Norwich, NR1 1PY, United Kingdom.