The Alles Oké? Suppertlijn tries its best to protect your privacy (personal data) as best as possible. We use your personal data in the way the law states is allowed. In this privacy statement you can read how we handle both your privacy and personal data and what rights you have.
1. General
Conversations with the Alles Oké? Supportlijn are 100% confidential. We don’t know who you are and you are not obliged to tell us. When calling or chatting with the Alles Oké? Supportlijn, you are in contact with one of our supervised volunteers. Sometimes these supervisors will read or listen along with a conversation so you can have a high quality conversation. All our employees and volunteers have a duty of confidentiality, meaning they are not allowed to discuss any information with people not working for the Alles Oké? Supportlijn, unless they are legally obligated to do so.
2. Personal data and purposes
When calling or chatting with us, we may receive personal data from you. Personal data is any information that says something about you through which you can be, directly or indirectly, recognized. We treat your data as confidential and delete it as quickly as possible.
Calling the Alles Oké? Supportlijn
Calling us we automatically receive your phone number which we generally only use so you can contact us. The volunteer who will answer the phone does not see your phone number. To them you are anonymous (they don’t know who you are). Your phone number will be encrypted so it can no longer be directly traced to you. With your encrypted phone number we can see whether and how often you have contacted the Alles Oké? Supportlijn.
The conversations are not recorded nor are any conversation reports made. However, the following information about the conversation is recorded: the date of the conversation, the duration of the conversation, through which channel (chat or phone) you contacted us, your gender, your estimated age and the conversation topic. The telephone registration cannot be traced back to you. If we receive additional information from you, that is because you provided it. This information won’t be registered.
Chatting with the Alles Oké? Supportlijn
When you start the chat via our website, we automatically receive the IP address of your computer or mobile device and we know which device is visiting our site. We only use this IP address to enable you to contact us. The volunteer with whom you’ll be in contact doesn’t see your IP address. To them you are anonymous (they don’t know who you are). Your IP address will be encrypted so it can no longer be directly traced to you. With your encrypted IP address we can see whether and how often you have contacted the Alles Oké? Supportlijn. When you visit our website, we may receive your personal data via cookies. A cookie is a technology that receives information from your computer, tablet or mobile phone. You can read more about this on our website.
When you want to chat with the Alles Oké? Supportlijn we ask you to fill out the following information: first name or nickname; age; topic you want to chat about; how you feel (scale from bad to great). The volunteer will also register some data, being; the date and time of the conversation, the duration, through which channel (chat) you contacted us, your gender, your estimated age and the conversation topic. The chat registration cannot be traced back to you.
When you chat with us it might be possible that you tell personal things about yourself or others that, in combination with other information, may be traceable back to you. As an example: you tell where you live or which sports club you are a member of. When this happens the volunteer will contact the authorized data administrator to remove this personal information from the chat.
Visiting our site
Visiting our website is completely anonymous: Your IP-address is not registered. If we receive personal data from you it will be because you have provided this to us via for example creating a form or via chat. Our website uses cookies. A cookie is a technology that receives information from your computer, tablet or mobile phone. You can read more about this on our website.
Time out
If you use inappropriate language towards our volunteers or repeatedly violate our house rules, you will receive a Time Out. When you have received multiple Time Outs you will be blocked for 3 months. When attempting to contact us via phone or chat, you may receive a message indicating that you are blocked. If you wish to dispute this, you can do so through our website. Go to www.allesoke.nl, all the way at the bottom of the page you’ll find “Complaints & Compliments”. In order for us to get in contact with you, you have to give up your anonymity and tell us who you are, so that we can get in contact with you.
Research
Periodically we conduct research into topics that concern young adults. We use pseudonymised chat conversations and chat or phone registrations. With this research and associated publications, we fulfil our social task to give young adults a voice. We never share the content of individual conversations or information that can identify you.
3. With whom do we share personal data?
We may ask other companies or persons to help us, with for example, developing our telephone and chat platform or hosting our website. These organisations are processors and agreements are made with them to keep your personal data confidential and secured. We do not share your personal with other organisations. The only exception is if we are legally obliged to do so, for example sharing with the police. Your IP address can then be requested from the supplier of the platform. This can only be done by authorized employees, not volunteers, of the Alles Oké? Supportlijn.
4. Retention periods
- The supplier of the telephone and chat platform stores your phone number or IP address for six weeks. Only authorized employees of the supplier can view your IP address. After six weeks, your phone number or IP address will be encrypted. It is then almost impossible to trace the registration back to you as a person. Your data will then be pseudonymised,
- Pseudonymized chat conversations and telephone or chat registrations are kept indefinitely. We only use them for research purposes, statistics, development of expertise and to improve our services.
- We will delete data that we have from you because you have objected immediately after your objection has been completed.
5. Security of personal data
The Alles Oké? Supportlijn does everything it can to ensure that your personal data is safe, won’t get lost or is accidentally sent to someone else. We have taken technical and organisational security measures for this purpose. An example of a technical security measure is a secure internet connection. Organisational security measures include, for example, agreements that we have made with our suppliers. If something goes wrong, we will report this to the Dutch Data Protection Authority, in line with the provisions of the general data protection regulations, and if possible also to you.
6. What are your rights?
You can ask the Alles Oké? Supportlijn to:
- Show what information we have about you;
- Delete your personal data;
- Not use your personal data;
- Pass on your personal data to you or a third party
You can also object to a Time Out or contact us if you have complaint. Go to www.allesoke.nl, all the way at the bottom of the page you’ll find “Complaints & Compliments”. Lastly, you can always file a complaint with the Dutch Data Protection Authority.
7. Privacy statement
This privacy statement outlines how the Alles Oké? Supportlijn (“Alles Oké?”, “we” or “us”) processes your personal data when you chat with us, call us or visit your website www.allesoke.nl. The Alles Oké? Supportlijn is part of The Kindertelefoon (“Kindertelefoon”, “we” or “us”). Where we mention Alles Oké? Supportlijn, The Kindertelefoon can also be read. The Kindertelefoon is located at Newtonlaan 83, 3584BP, Utrecht The Netherlands and is registered by the Dutch Chamber of Commerce under number 61100153.
The Alles Oké? Supportlijn reserves the right to revise or amend its privacy statement.
8. Questions and contact
Questions, comments, or access to your data can be done via:
E-mail: privacy@allesoke.nl, stating “privacy”
Post: Newtonlaan 83, 3584BP Utrecht, The Netherlands
Principles
- We only process the personal data necessary for us to carry out our tasks. Unnecessary personal data is not recorded or is deleted.
- We do not process more personal data than necessary and data with which individuals can be identified is deleted as much as possible. This is called pseudonymization. This means that it is virtually impossible to discover your identity through the data we record.
- We use anonymized sets of data for socially relevant research. This means that we will have deleted all data with which your identity could be discovered prior to making data available for research.
- The Alles Oké? Supportlijn has information security policies to ensure that your personal data is safe. This means, among other things, that we have taken many security measures to prevent your data from getting into the hands of people who are not authorized to access it. Regardless, should an incident occur, we will, in line with the provisions from the General Data Protection Regulation, report it to the Dutch Data Protection Authority and, if possible, to you.
- The Alles Oké? Supportlijn uses IT suppliers for its technology. We ensure that these suppliers, in principle, have no access to your data and we have entered into Data Processing Agreements and Non-Disclosure Agreements with all suppliers.
Your rights
You have the right to:
- Ask us to show you and/or transfer to you the data we have recorded on you.
- Object to us storing this data and to ask us to delete this data.
These rights are not absolute. The Alles Oké? Supportlijn will process your query and respond as quickly as possible, within one month, to let you know how we will deal with your query. The Alles Oké? Supportlijn can extend this period by two months if your query is very complex or if we have many queries to deal with. We will inform you about this. Finally, you can always file a complaint with the Dutch Data Protection Authority.
Should you have any questions about this privacy statement, or if you would like make use of your rights, you can send an email to privacy@allesoke.nl stating the word “privacy”. There is a difference between the data we record when you contact the Alles Oké? Supportlijn over the phone or by chat. We provide information on how we treat data specifically applied to ‘calls’ and ‘chat’ below.
Calls
When you call us, we automatically process your phone number. In addition, we process the time and date of the conversation, your age, and the topic of discussion. This data is necessary for us to monitor and improve our quality and services.
Phone calls are not recorded.
Your phone number is not visible to the volunteer you are calling with. Conversations with the Alles Oké? Supportlijn are 100% confidential. This means that we won’t share anything you tell us with anyone, except when you tell us it’s okay to do so. We don’t know who you are, and you don’t have to tell us. Your phone bill won’t show our calls and our volunteers cannot see your phone number. Our volunteers can see, however, whether you have contacted the Alles Oké? Supportlijn before and if so, how many times.
Volunteers and supervisors of the Alles Oké? Supportlijn who supervise volunteers, sometimes listen along to conversations for performance and training purposes.
If you cuss at our volunteers or break our conversation rules multiple times, you will receive a Time Out. After multiple Time Outs, you can be blocked for 3 months by an authorized employee of the Alles Oké? Supportlijn. You will be informed of this and when you contact us again, you will get a message stating that you have been blocked.
Call retention periods
We store phone numbers in our phone system for 6 months, after which they are pseudonymized. Pseudonymous data is not or virtually not attributable to individual people.
Chat
When you chat with us, we automatically process the IP address used by your computer, tablet, or phone to connect to the internet. The volunteer who chats with you cannot see this IP address.
Your contact information is invisible to us. Chat conversations with the Alles Oké? Supportlijn are 100% confidential. This means that we won’t share anything you tell us with anyone. We don’t know who you are, and you don’t have to tell us. Volunteers are able to see whether you have contacted the Alles Oké? Supportlijn before, and if so, how many times.
During the chat conversation with the volunteer of the Alles Oké? Supportlijn, you could give information about yourself or others which could make it possible to discover your identity or those of others. For example, if you tell us in which neighborhood you live or which sport club you belong to. Volunteers are instructed to delete such information from the chat conversation.