facebook logo, please click to access our facebook page Twitter logo, please click here to open our twitter page YouTube logo, please click to open our youtube page  Instagram logo, please click to open our instagram page

Information Charter

Volunteer Cornwall believes that accurate, timely and relevant information is essential to deliver the highest quality standards. As such it is the responsibility of everyone in Volunteer Cornwall (staff or volunteers) to ensure and promote the quality of information and to actively use information in decision making processes.

Over the last 12 months, we have been on a journey, using the NHS Information Governance Toolkit as our guide, to ensure not just compliance with our legal and contractual obligations but to embed good information governance into all we do. This has resulted in changes, some major and some minor, to everything from how we recruit staff and volunteers through to the layout of our offices.

Our new Information Governance Policy is built around four key strands; Openness, Legal compliance, Information security and Quality assurance. It is supported by appropriate policies and procedures and underpinned by enhanced training for all staff and volunteers with regular monitoring and checking to ensure compliance.

Our commitment to those using our services is set out below in our Information Charter:

Information Charter 2017


This information charter sets out the standards that you can expect from Volunteer Cornwall when we request or hold information, including but not limited to personal data about you or your enquiries. The charter covers both personal data and other information Volunteer Cornwall holds in connection with its duties under the Data Protection Act 1998, Freedom of Information Act 2000, Environmental Information Regulations 2004 and Privacy and Electronic Communications Regulations 2003.

It will tell you how you can get access to information, including your personal data and what you can do if you think standards are not being met. It will also assist any individual or organisation in contact with Volunteer Cornwall to understand how the information concerning them is treated and when we will consider it for disclosure on request.


The Chief Executive owns this charter on behalf of the Board of Directors and is responsible for its implementation.

The Chief Executive will ensure that information security policies and procedures are reviewed and implemented across business functions ensuring ongoing continuous improvement. These policies aim to ensure that the requirements of confidentiality, integrity and availability are maintained at each stage in the information lifecycle. Senior Managers are responsible for responding to requests for information and for dealing with complaints about how we have handled data.

The Senior Managers actively manage and monitor the whole of the information lifecycle from the creation of documents through to deletion.

Senior, Office and Line Managers are responsible for ensuring that their staff are compliant with all policies and procedures.

All staff and volunteers are trained in and are aware of their responsibilities as set out in these policies

Types of information

Volunteer Cornwall holds both personal and non-personal information in a variety of databases and information stores which are critical to its activities, together with systems relating to Volunteer Cornwall’s support functions such as human resources, facilities and finance.

How our information is managed

At Volunteer Cornwall we manage, maintain and protect all information according to legislation and Volunteer Cornwall policies and best practices. We have security measures in place to maintain and safeguard the confidentiality, integrity and availability of our systems and data. All information is stored, processed and communicated in a secure manner making it readily available to authorised users.

Personal information

We know how important it is to protect customers’ privacy and to comply with the Data Protection Act. We will safeguard your information and in most circumstances will not disclose personal data without consent. If we ask customers for personal information we will:

  • let them know why we need it, where it is not obvious
  • only ask for what we need, and not collect excessive or irrelevant information
  • make sure nobody has access to it who should not
  • let customers know if we share it with other organisations, and
  • only keep it for as long as we need to in accordance with our retention schedule.

 In return, to keep information reliable and up to date, we ask customers to:

  • give us accurate information, and
  • tell us as soon as possible of any changes, such as a change of address.

Access to personal information

You can find out if we hold any personal information about you by making a ‘subject access request’ under the Data Protection Act. If we do hold information about you we will:

  • give you a description of it
  • tell you why we are holding it
  • tell you who it could be disclosed to, and
  • let you have a copy of the information in an intelligible form.

We handle all information in a manner that respects the rights of individuals and which complies with the requirements of the Data Protection Act. To make a request to Volunteer Cornwall for any personal information it may hold you need to put the request in writing addressing it to Volunteer Cornwall, Acorn House, Heron Way, Newham, Truro, TR1 2XN.

If we do hold information about you, you can ask us to correct any mistakes by contacting us using the same contact details.

Due Review: 01/18
Volunteer Cornwall

This document and our other communication materials can be provided in different formats or by different routes to meet the need of our service users with special or different needs.

Click here for further details on the Accessibility page of this site.