Privacy Policy

Introduction

This Privacy Policy describes how Nexus (59 Malone Road, Belfast, Northern Ireland, BT9 6SA) uses cookies and manages website interactions in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. This policy complements our broader Privacy Policy and Data Protection Policy.

We are committed to safeguarding your privacy and ensuring that your personal data is handled in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

Who We Are

The DSA Helpline is a confidential and anonymous support service operated by Nexus, a registered charity based at 59 Malone Road, Belfast, Northern Ireland, BT9 6SA. The helpline provides support, information, and signposting for individuals affected by domestic and sexual abuse.

Nexus is the Data Controller for personal data collected through the DSA Helpline website (www.dsahelpline.org) and associated digital services, including webchat, email, and phone contact.

Email: info@nexusni.org

Phone: 028 9032 6803

Website: www.dsahelpline.org

What This Policy Covers

This Privacy Policy explains:

What personal data we collect via the DSA Helpline website and communication channels
How and why we use it
How we protect it
Your rights under UK GDPR
How to contact us with questions or concerns

This policy applies only to data collected through www.dsahelpline.org, including webchat and email interactions.

For phone-based support, no personal data is recorded unless explicitly provided and necessary for safeguarding or referral purposes.

Confidentiality and Anonymity

The DSA Helpline is designed to be a confidential and anonymous service. You are not required to provide any identifying information to access support via webchat, email, or phone.

If you choose to share personal information, it will be handled with strict confidentiality and only used to support your enquiry or ensure your safety. We will never share your information without your consent unless required by law (e.g. safeguarding concerns or risk of serious harm).

What Personal Data We Collect:

Depending on how you interact with us, we may collect:

Name (if provided)
Email address (if contacting us via email or webchat)
Telephone number (if calling or requesting a callback)
Any personal information you choose to share during your interaction
IP address and browser information (via cookies on the website)

We do not collect or store sensitive personal data unless you voluntarily provide it during a support interaction.

How We Use Your Data

We use your personal data to:

Respond to enquiries submitted via webchat, email, or contact forms
Provide emotional support and signposting
Improve the accessibility and functionality of our website
Monitor usage trends through anonymised analytics
Ensure the security and integrity of our digital services

We will only use your data where we have a lawful basis, such as your consent, our legitimate interests, or a legal obligation.

Sharing Your Data

We will not transfer your personal information to any third party without seeking your consent. We may share it with trusted third-party service providers (e.g. website hosting, analytics platforms) solely for the purpose of operating and improving the website and webchat platform.

All third-party processors are contractually bound to comply with UK GDPR and must not use your data for any other purpose.

Retention Of Your Data

We retain personal data only for as long as necessary to fulfil the purposes for which it was collected, or as required by law. For example:

Anonymised webchat transcripts: retained 7 years
Anonymised email enquiries: retained 7 years
Anonymised data capture following a call: retained for 7 years

For further information on retention periods, see the relevant Privacy Notice.

Anonymised or aggregated data may be retained indefinitely for reporting and service improvement.

Your Rights

Under UK GDPR, you have the right to:

Be informed about how your data is used
Access the personal data we hold about you
Request correction of inaccurate data
Request deletion of your data (“right to be forgotten”)
Restrict or object to processing
Request data portability
Withdraw consent at any time
Lodge a complaint with the Information Commissioner’s Office (ICO)

To exercise your rights, please contact us at info@nexusni.org. We will respond within one calendar month.

Security of Your Data

At DSA Helpline, we take the security of your personal data when present seriously. We implement appropriate technical and organisational measures to protect your information from loss, misuse, unauthorised access, alteration, or destruction. These measures include:

Secure servers and encrypted communications
Role-based access controls
Regular data protection training for staff
Robust internal policies and procedures
Compliance with our internal IT Access Policy (NEXUS/G/012) and Incident Reporting Policy (NEXUS/G/005)

However, while we strive to protect your data, no method of transmission over the internet or electronic storage is completely secure. Therefore, we cannot guarantee absolute security. Any transmission of personal data to us is done at your own risk.

Third-Party Links

Our website may contain links to external websites not operated by Nexus. We are not responsible for the privacy practices or content of these third-party sites.

We recommend reviewing their privacy and cookie policies before providing any personal information.

Website usage and Cookies

What are Cookies?

Cookies are small text files stored on your device when you visit our website. They help us remember your preferences and improve your experience.

Types of Cookies we Use

Necessary Cookies: Enable core site functionality
Functionality Cookies: Remember your settings and preferences
Analytical Cookies: Help us understand how visitors use our site

Control and Consent

We use a cookie banner to inform you about cookies and obtain your consent where required. You can manage or delete cookies via your browser settings.

For more details, see our Website Usage and Cookies Policy.

Contacting us

If you have any questions or concerns about our use of cookies or how your data is handled, please contact our Data Protection Officer:

info@nexusni.org

028 9032 6803

Queries and Concerns

If you have any questions, concerns, or complaints about how your personal data is processed, or if you wish to exercise your rights under UK GDPR, please contact our Data Protection Officer: