If you contact ECAS, we will process your information and transfer it to the emergency services. We’ll give them information about you and where you are so they can help. We do this because it is necessary to protect you, or another person, and because it is in our interests to help the emergency services in providing help to you.

This means we’ll:

• record your personal details and the details of any other individuals referred to in your communication or during the course of an emergency call by recording the call from start to finish or recording all SMS messages.
• record the location (e.g. street address, Eircode, or coordinates) of the device you are using where location is provided by the device and send your details and location details to the relevant emergency service to assist in their response to the emergency.
• give information to anyone else who legitimately requires it (for example in the investigation of a criminal matter or to the DECC as required by their obligations and responsibilities relating to the service).
• support you as needed in an emergency.
• use information you give us by consent to support you in an emergency which includes sharing it with the relevant emergency services.

We use the following information in the provision of the Service.

• Any personal detail provided during an emergency call (from start to finish of the call, including after the emergency service is connected), including medical information
• The name and address of the account holder of the calling device where available
• The location of the calling device where available
• Vehicle identification for e-calls from vehicles
• Your communications with us, including voice recording of phone calls, emails, SMS, webchats and phone calls.
• Identification information if we need to verify your identity (usually where you make a request for a call recording)

We use this information to carry out the Service. If this information is not processed or the correct information is not provided, we or the emergency services may not be able to provide you with the right assistance.

We’ll use your personal information if we consider it is in our legitimate business interests, or if we are under a legal obligation or need to protect the vital interests of a person or in a matter of public interest. We use your information to:

• Identify and provide call numbers, origin and detail where required by law or under a lawful request from law enforcement or other authorities
• create aggregated and anonymised information for further use;
• detect and prevent fraud including sharing with other companies so they can protect you against fraud and maintain accurate records; and
• secure and protect our network.

We’ll use your personal information to create aggregated and anonymised information. Nobody can identify you from that information and we’ll use it to:

• make sure our network is working properly and continuously improve and develop our network, products and services for our customers;
• run management and corporate reporting, research and analytics, and to improve the business; and
• provide other relevant organisations and stakeholders (including DECC, the emergency services and telecommunications operators) with aggregated and anonymous reports

We use the following to generate aggregated and anonymised information.

• Details in relation to the call logistics – including duration, origination and termination details, answer, and release times, call quality.
• Details in relation to the emergency service requested or type of assistance required and other grouping or categorisations of calls.

This means we’ll:

• maintain, develop and test our service (including managing the traffic on our network), to provide you with a better Service;
• train our people to provide you with the Service (but we make the information anonymous beforehand wherever possible);
• make and defend claims to protect our business interests.

We could use the following information to do this.

• Details of the communication type (including contact number) and logistics
• Your communications with us, including call recordings of phone calls, emails, web chats or any other media of communication (and any recordings made).

If we use this information for training, testing, development purposes, defend or bring claims, we do so because it is in our legitimate business interests of running an efficient and effective business which can adapt to meet our user’s needs.

We’ll use your personal information to help prevent and detect crime and fraud. We’ll also use it to prevent and detect criminal attacks on our network or against our equipment. We monitor traffic over our network, trace nuisance or malicious calls, and track malware and cyber-attacks.

To do that we use the following information, but only where strictly necessary.

• Your information shared in a communication (including a call recording or SMS)
• Details of how you use the Service – including your call and browser (including IP address) records.
• Content of SMS sent and received in connection with your use of the Service.

We use this personal information because we have a legitimate interest in protecting our network and the Service from attacks and to prevent and detect crime and fraud. We also share it with other organisations (such as the emergency services) who have the same legitimate interests. Doing this helps make sure our Service works properly and helps protect you from attacks.

We might have to release personal information about you to meet our legal and regulatory obligations.

Under investigatory powers legislation, we might have to share personal information about you to government and law-enforcement agencies, such as An Garda Síochána, to help detect and stop crime, prosecute offenders and protect national security. They might ask for the following details.

• Your contact details. This includes your name, gender, address, phone number, date of birth or any other information needed to confirm your identity or location.
• Your communications with us, such as calls, emails, and webchats (and all recordings)
• Details of your use of the Service – including your call and browser (including IP address) records.

We’ll also share personal information about you where we have to legally share it with another person. That might be when a law says we have to share that information or because of a court order.

In limited circumstances, we may also share your information with other public authorities (such as the other emergency services including ambulance or fire service). However, we would need to be satisfied that a request for information is lawful and proportionate (in other words, appropriate to the request). And we would need appropriate assurances about security and how the information is used and how long it is kept.