Privacy Policy

We are committed to safeguarding the privacy of our website visitors; our privacy policy sets out how we will handle your personal information


‍Introduction

At SoloProtect (“SoloProtect”, “we, “our”), we are all increasingly aware of companies who stress that the safety of personal data is of paramount importance. Well for us, as a provider of lone worker services, protecting people can quite literally be a case of life and death. At SoloProtect protecting people is in everything we do and the trust our customers place in us extends to our privacy practices.

The purpose of this Privacy Policy is to explain what personal data we collect about end customers and users of our services (“you/your”) when you use our website or when you interact with any of our lone worker services. When we do this we may be a data controller or data processor. Please see below for further information on this.

Our Privacy Policy is just one of a range of policies we have that sets out how we at SoloProtect ensure your right to privacy is safeguarded. If you are looking for any of those other policies, you can find them here:
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- Cookie Policy
- Retention Policy
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‍Please read this Privacy Policy carefully as it provides important information about how we handle your personal information and your rights. If you have any questions about any aspect of this Privacy Policy you can contact us using the information provided below or by emailing us at dpo@soloprotect.com.

Scope
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This Policy applies to all end customers or users of our website or our lone worker services.

Specifically, this Policy applies to:

- Device Users: these are the individuals our services are designed to protect and include any individual the Employer has issued a SoloProtect Device to. SoloProtect Devices include any of the following: SoloProtect ID, SoloProtect Go, SoloProtect Watch, SoloProtect Mobile App, or any Identicom-series device.

- Account Representatives and Billing Contacts: these are individuals responsible for the establishment of the contract with SoloProtect and its day-to-day operation, including ensuring that we meet our commitments, facilitating the purchase of SoloProtect Devices, resolving any issues should they arise or our principal contact for the purposes of receiving and paying our invoices.

- Account Administrators and Escalation Contacts: these individuals are responsible for the management of the services at the Employer as well as the key contacts we call should an incident occur with a Device User.

- Customers who provide information to SoloProtect in connection with a request to use our services (where we have provided access to the services or SoloProtect Insights) or those who are trialling our services.

- Any other prospective customers who use our website or whose contact details are provided by a third-party organisation and who we think might be interested in our services.We refer to all individuals covered by this Policy collectively, however, our use of your data and our reasons for doing so will depend on how you interact with us and the services we provide, and it is important for you to read this Policy in full to understand exactly how it applies to you.

Data Controller or Data Processor

We provide our lone worker services to your Employer and as part of this relationship we act as the Data Processor in certain circumstances.In specific circumstances, we may act as a Data Controller jointly with your Employer, in particular, in relation to the information we generate about you through our services (such as your location data, incident records or communications data). We take this approach because as a lone worker and private security industry provider we are subject to some very strict rules on what we can, and more importantly, cannot do with your data. This requires us to exercise judgment, particularly over our incident records and communications data, to ensure that any information not linked to genuine incidents are deleted within short time limits.

Finally, for some data, we act as the sole Data Controller, where we collect data directly from you but never share this data with your Employer (such as any medical data you choose to provide us with).

We also act as a Data Controller when we collect data through your use of our website or through third parties that share your contact details with us for marketing purposes.

Personal data we collect and how we collect it

We collect, use and are responsible for certain personal data about you. When we do so we are subject to the UK General Data Protection Regulation (“UK GDPR”) and EU General Data Protection Regulation (“EU GDPR”) in relation to the services we offer to individuals in the European Economic Area (“EEA”).

‍Personal data we collect from you when you use our lone worker services

1) Information provided directly to us
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‍This is information you or your Employer provide us directly, either to our Customer Services team or through SoloProtect Insights and includes:
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- Personal Master (or Key Personal Data): if you are a Device User, Administrator, Escalation Contact, or any other person issued with a SoloProtect Insights account you will be required to make a profile. This profile may include (but is not limited to) your name, job title, company name, email address, contact telephone number, date of birth and gender.

- Medical Data (optional): if you are a Device User, we give you the option of providing any information about your health or medical history that you feel might be required should we need to send the emergency services out to assist you. SoloProtect Insights allows you to enter whatever medical information you feel is appropriate, but typically Device Users include their blood type, any known allergies, any known medical conditions, and any medication they may be taking.

- Work Pattern Details: this predominantly includes your hours and place of work, as well as any other similar information such as your work shift patterns. For most of our services, the supply of this information is optional. However, for our MWM - mobile workforce management - services or where you are supplied with the SoloProtect Mobile App, your Employer may require this information from you to ensure passive information (such as location data) is only collected during your hours of work.

- Vehicle Details: if you are a Device User who is very mobile as part of your job (such as a housing inspector, an outpatient nurse, or a logistics driver) your Employer may require that you enter your Vehicle Details (be it a company or personal vehicle), including your vehicle make, model, colour, and registration number. This information is used to better allow any emergency services we dispatch to locate you.

- Other identity details (optional): while our ARC Operators are all highly trained in both monitoring alarms and dispatching the emergency services (when necessary), we like to ensure that those first responders have as much information as possible to be able to identify you. To that end, Device Users are given the option to enter typical identification information about themselves, such as height, weight, physical description, and ethnicity.

‍2) Information created when you interact with our services

‍This is information about you that is created as you use a SoloProtect Device, SoloProtect Insights or interact with us in any way and includes:

- Location Data: our Devices utilise GPS technology to determine your current location; if we do not know where you are, we cannot let your Employer or the emergency services know in the event you activate your Device. In addition, if you are using SoloProtect Mobile (the “App”) we do this by collecting the location data of your mobile device and when you install the App you will be asked to consent to your mobile device’s geolocation data being used for this purpose. If you permit the App to access location services through the permission system used by your mobile device, we will also be able to collect your precise location when the App is running in the background.

- Audio and Communications Data: communication is how our Devices work, be it in the case of our ARC Operators monitoring an incident, or communication two-way when an incapacitation alarm is triggered. When we communicate with you, we keep a record of that conversation. In addition, our ARC Operators also make a written record of every incident that happens over a SoloProtect Device; we call this an ARC or Incident Record. Both these pieces of information can be very useful evidence should your Employer wish to take further action against a person who may have verbally or physically abused you; we are also required to produce these in line with our own regulatory requirements. We differentiate the types of Audio and Communications Data we produce by incident type (i.e., whether the incident was “false”, “genuine” or “genuine with the dispatch of emergency services”).

- Customer History: to allow us and your Employer to monitor our performance in delivering our services we keep a record of how we deliver those services. We call this a Customer History and it will often contain a log of all incidents received per Device User per Device (along with the location of the Device User at the time of that incident), usage figures of our Devices (including statistical information on the number of incidents per Device User per Device and severity of those incidents), changes made by your Employer to your account, and a conversation history of all communications made between you and our customer services team relating to your use of our services.

‍3) Other information

‍This includes the various other information we need to deliver our services to you and your Employer and includes:

- For SoloProtect Mobile App: Each time you visit the App or use the services we will automatically collect various technical information about your mobile device, including the type of mobile device you use, a unique device identifier (for example, your Device’s IMEI number, MAC address, and the mobile phone number), mobile network information, your mobile operating system, the type of mobile browser you use, and time zone setting.

- Key Contract Data: this includes any information we collect directly from an Account Representative to allow us to manage the contractual relationship with your Employer, including your name, job title, email address and contact telephone number.

- Financial Data: this includes any information we collect directly from an Account Administrator or Billing Contact to allow us to send invoices, receive payments and facilitate refunds and includes your name, job title, email address and contact telephone number.

- Contact Data: this includes any information we collect directly from an Account Administrator or Escalation Contact to provide the services to you, Devices Users and your Employer and includes your name, job title, email address, contact telephone number. Both Account Administrators and Escalation Contacts may also be provided with a SoloProtect Insight’s account and we, therefore, will also collect Key Personal Data should you choose to provide this.

- Contract Billing, Payments Data and Cardholder Data (corporate cardholder data only): while any data collected here will, for the most part, be corporate data (i.e., data about your Employer and not about you), it may still include your personal information (such as your name, job title, place of work, contact details). We collect this information to send invoices, receive payment and to facilitate refunds. With regards to Cardholder Data, this only extends to cardholder information for a business card issued to you by your Employer; we do not accept nor collect personal cardholder information.

‍Personal data we collect from your use of our website or from third-party organisations

‍We may collect information from third parties, for example, we may purchase contact information from organisations in order to send you marketing communications about our services or other information related to our business which we think might be of interest to you. Where we do so, we will ensure that we have consent to send you marketing material.

We partner with Microsoft Clarity and Microsoft Advertising to capture how you use and interact with our website through behavioral metrics, heatmaps, and session replay to improve and market our products/services. Website usage data is captured using first and third-party cookies and other tracking technologies to determine the popularity of products/services and online activity. Additionally, we use this information for site optimisation, fraud/security purposes, and advertising. For more information about how Microsoft collects and uses your data, visit the Microsoft Privacy Statement.

For more information about the personal data we collect from your use of our website, please visit our Cookie Policy.

Purposes for which we use personal data and the legal basis

How we use your data depends on the services we provide. Those services are as follows:

1. Audio-enabled lone worker services: you are receiving these services if your Employer has supplied you with any of the following SoloProtect Devices: SoloProtect ID, SoloProtect Go, SoloProtect Watch, SoloProtect Mobile or any Identicom-series device.

2. Mobile workforce management services: you are receiving this if you have been issued with an MWM plugin for your SoloProtect Device or have the MWM App installed on your mobile device.

3. SoloProtect Insights: our customer-engagement portal.

‍Purposes for which we use your personal data:

1) Audio-enabled lone worker services

- To monitor you discreetly and remotely in the event you activate your SoloProtect Device and, if necessary, inform either your Employer or the emergency services about that incident.

- To monitor your location whilst you are using a SoloProtect Device and, in the event you activate your Device, pass your location to your Employer and the emergency services so they can locate you.

‍2) MWM – Mobile Workforce Management

- To monitor your location whilst you are using a SoloProtect Device to allow us and your Employer to provide useful safety-related information to you about your surroundings (such as risk-based messaging).

- To allow your Employer to monitor your location, including where you have been (known as “breadcrumbing”). Your Employer’s policies and processes on how and why they use this information should be communicated to you by them. However, this is typically used to allow your Employer to manage its mobile workforce (such as if you are a logistics or delivery driver).

‍3) SoloProtect Insights

SoloProtect Insights is our customer-engagement portal and is a very useful resource both for you and your Employer. It provides you with the ability to manage your profile and add/update/delete information as you require. It also allows your Employer to manage the services, such as by adding new Device Users (which could extend to them inputting information about you on your behalf), access reporting information relating to safety-related incidents, and engaging with our customer services team.

‍We also use other data and special category data as follows:

- Medical Data: adding medical data to your profile is entirely optional, but if you do, we ask that you consent to our using of this data to keep you safe and in line with this policy. We ask for that consent through SoloProtect Insights or through our profile onboarding forms (which your Employer may supply to you). We only use your medical data to keep you safe; should you activate your Device and, based on the incident, our ARC Operators decide to send the emergency services to assist you, we would share any necessary medical data with the emergency services.

- Audio and Communications Data: audio relating to any Device activations is recorded. Audio data is differentiated by incident type - i.e., depending on whether the incident was “false”, “genuine” or “genuine with the dispatch of emergency services”. Should you activate your Device and, based on the incident, our ARC Operators may decide to involve the emergency services (particularly the police), we may choose to share live audio data with the emergency services to assist them in assessing the urgency of any required response. We may also share audio data for genuine incidents with your Employer to allow them to decide if they wish to take further action against a person who may have verbally or physically abused you.

- Cardholder Data (corporate data only): some of our customers choose to pay for our services through card actions, specifically by providing their cardholder details to our finance team (known as “card not present transactions”). We use this data solely to facilitate those payments and use a secure payment processor (SagePay) to do so and we are compliant with the applicable standards for handling cardholder information (PCI DSS).

When providing services to you, we may use your personal data based on the following lawful bases:

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