Protecting your personal information
At World Animal Protection we rely on kind supporters, people like you, to protect animals from cruelty and suffering around the world. Your support is so important.
That’s why we are committed to protecting your personal information and being transparent about what we will use it for. This policy sets out how and why World Animal Protection collects and uses your personal data, and how we keep it private and secure.
It also relates to our use of any personal information you provide to us by phone, SMS, email, in letters, in person and any personal information we may collect about you indirectly.
If you have any questions about this policy or how we use your personal data, please call +254727153574 OR +254202176598, email firstname.lastname@example.org or write to Data Protection Coordinator, World Animal Protection, +254727153574 OR +254202176598.
Who are “we”?
World branch of Animal Protection Kenya is registered in Kenya as a legal entity and issued with a Certificate of Compliance No. CF/2012/78166 dated July 5, 2012 by the Registrar of Companies under Kenyan Companies Act 2015 and is branch office of World Animal Protection, registered as a Charity in England and Wales (Registered Charity 1081849) and as a Company Limited by Guarantee in England and Wales (Registration No. 4029540).
The Company has two subsidiary companies: World Animal Protection Trading Company Limited (Registration No. 2880146) and World Animal Protection Executor Service Limited (Registration No. 3106147). The registered office of all these entities is 5th Floor, 222 Gray’s Inn Road, London WC1X 8HB.
In this policy, whenever you see the words ‘we’, ‘us’ or ‘our’, it refers to the Kenya Office – a branch of the above UK registered charity.
Our International office is in London and we work with World Animal Protection offices around the world. Our offices are linked through collaboration agreements that ensure we work in a unified and consistent way, supporting a strategy developed by staff worldwide.
What information do we collect from you and why?
When you donate, sign one of our petitions, ask to receive our email-newsletter, email or write to us with an enquiry, or interact with us in any other way, World Animal Protection may collect personal information about you, such as your:
• email address
• postal address
• home telephone number
• mobile telephone number
• bank account or payment card details
Where it is appropriate, we may also ask you for:
• your date of birth
• your opinions on charitable giving and animal welfare issues (for example, to help improve and inform our marketing and campaigns, or understanding your motivation to support us)
• information relating to your health or dietary requirements (for example, if you are taking part in a sporting fundraising event)
We may also collect details of your visits to our website*, including:
• location data, web logs
• resources that you access
• *For more details, please see our policy on ‘Cookies’
We may obtain information about you from other sources, such as from:
• Legal and probate representatives for Legacy giving
• other public sources (see Building profiles of supporters below)
We take great care to protect and respect the rights of individuals in relation to their personal data, especially in the case of children.
When we collect information from you that could be used for direct marketing purposes (including profiling or digital advertising) purposes, we will ask you to verify your age.
Where children under the age of 16, wish to fundraise on behalf of World Animal Protection, we will ask for a parent or guardian's consent to process any personal information relating to the child.
How do we use your information?
We use your information:
• to give you the information, products or services you asked for – such as responding to correspondence you have sent to us, sending you participant information for events you have signed up to,
• for internal administrative purposes (such as our accounting and records), and to let you know about changes to our services or policies
• to receive donations, process payments
• to maintain databases of our volunteers and supporters to keep a record of your relationship with us, including how you prefer to be contacted
• to recruit and manage employees and volunteers
• to provide you with information that we think may be of interest to you (see Direct marketing below)
• to carry out research on the demographics, interests and behaviour of our supporters to help us understand how we can improve our services, products or information. Sometimes this information is used to build profiles (see Building profiles of supporters below)
• to help us understand the ways you might prefer to support us or take part in our activities, we may create a profile of your interests. We’ll do this by comparing your details against publicly available information or social media (see Building profiles of supporters below)
• to identify other similar people like you on social media who we believe would be interested in World Animal Protection, and we may then show them World Animal Protection content (see Facebook and other social media sites below).
• to administer and respond to legacy bequest, which may involve contacting trustees and others responsible for the administration of the will.
Marketing includes any communications we send you promoting the aims, ideas and work of World Animal Protection, including news, campaign updates, fundraising appeals and other ways you can support our work.
• We will contact you by post, email, telephone and SMS if you have given us your consent to do so for marketing purposes.
• If you have donated to us, pledged to leave a gift in your Will or have supported one of our campaigns within the last three years, we may use your address to send you occasional information about our work that we believe may interest you, including vital fundraising appeals to help fight cruelty and suffering.
• You can opt out of receiving marketing communications from us at any time. Simply follow the ‘unsubscribe’ links on our emails, call us on +254727153574 OR +254202176598 or email email@example.com
Building profiles of supporters
We use profiling techniques to ensure our communications are relevant and timely. We track the types of animal welfare topics that you respond to, and the frequency and value of your support.
When inviting you to make a subsequent donation we may take your previous giving history into account to aid personalisation and help ensure we’re not asking you to donate an amount that is inappropriate.
We carry out special assessments, called data protection impact assessments, to ensure prospect research doesn’t undermine the rights of individuals.
Facebook and other social media sites
Where you have given your consent for us to use your email address or phone number for marketing, we may use this information to match to your account on Facebook or other social media sites to show you World Animal Protection content while you use these services. We keep your data secure by encrypting it and no data we hold about you is retained by the third party.
In addition, we may also use your email address or phone number to link to Facebook or other social media sites to identify other users of these sites who we believe would be interested in World Animal Protection, and we may then show them World Animal Protection content. No data we hold about you is retained by the third party when we do this.
If you would prefer for us not to use your personal data in this way, you can either contact us to opt out of phone or email (call us on firstname.lastname@example.org or email email@example.com or you can follow these instructions to alter your settings on Facebook.
Please note that this will not guarantee that you never see World Animal Protection content on social media, since the social media site may decide to show you content based on other criteria and without your data having been provided by World Animal Protection.
Who might we share your information with?
We will not sell or swap your information to or with any third party.
Your information, including emails and other correspondence, may be passed internally within the World Animal Protection Group to ensure you are connected with the most appropriate resources.
This is usually to connect you with your local World Animal Protection office. When this happens, we ensure that appropriate safeguards are in place to protect your personal information and to keep it secure. If appropriate safeguards do not exist, we will only transfer your personal data with your explicit consent, after informing you of the possible risks of such transfer.
We sometimes use trusted third parties to process your information on our behalf because it is more economical to outsource some processing than to do it in house. The kind of work we may ask them to do includes processing, packaging, mailing and delivering orders, sending postal mail, fundraising by telephone, text or face-to-face, carrying out research or analysis, data cleansing and processing card payments. These third parties are bound by contract requiring them to keep your details safe and secure, and to use your information only to fulfil the service we have specifically asked them to provide. When they no longer need your data to fulfil this service, we ask them to dispose of your details securely, in line with our procedures.
Otherwise, we will only share your information when obliged to disclose it by law, or the disclosure is ‘necessary’ for purposes of national security, taxation and criminal investigation, or if we have your consent.
How long do you keep my information for and where is it stored?
The length of time that we store your information may vary depending upon the type of information it is, the reasons that we need to use it or other factors, like legal requirements. We regularly review the personal information that we store, including our paper records, so that we only store it for as long as we need to.
Marketing Communications. Where you have given consent to receiving marketing communications from us, we will retain your name and contact details for as long as you wish to receive these communications. We may delete your data for marketing communications after two years if you have not engaged with these communications, e.g. if you have not opened emails we send to you or responded to SMS messages that we send to you or if you no longer actively support World Animal Protection in any other way.
Where we hold additional data about you, for example if you are making a regular donation to World Animal Protection, we will keep data relating to those donation payments for as long as you choose to continue your donation. If you decide to stop your donation, we will delete data relating to your payment method (credit/debit card or bank details) and will retain a record of your donation history for a maximum period of two years after your donations have lapsed.
When you have signed a petition(s), we will store data relating to that petition(s) for as long as you actively support our campaigning work. If you become inactive for more than two years, we will delete data relating to your petition signings. Inactive means that you have not signed a petition in the last two years or engaged in any way with our campaigning activities
Upon expiry of our retention periods, we shall delete confidential records and we shall either delete or anonymise less important documents
Some of our electronic storage systems are located outside Kenya. We may transfer your personal information to other offices in the World Animal Protection Group and to other trusted third-party organisations as explained in this policy. They may be situated or use computers and cloud-based storage systems that are located outside Kenya. Where data is transferred or stored outside Kenya, we will ensure that safeguards are in place to protect your information.
We have security measures in place to protect against the loss, misuse and alteration of personal data. For example, our employees are only authorised to see and use the personal data they need to see to do their jobs and we use secure server software (SSL) to encrypt financial and personal information you input before it is sent to us. While we cannot ensure or guarantee that loss, misuse or alteration of data will not occur while it is under our control, we use our best efforts to try to prevent this.
How can I control my personal information?
Your personal information belongs to you and we want you to feel in control of it. Here’s how you can exercise your rights.
You have the right to request a copy of the information that we hold about you. Please put your request in writing to the Data Protection Lead, World Animal Protection, P. O. Box 66580-00800 Nairobi Kenya together with two forms of identification (current passport (the page with your personal details) or National ID card. We don’t store this identification. It’s used solely to verify the requester’s identity.) It’s helpful if you explain what particular records you’re seeking, but you don’t have to say.
You have a right to ask us to correct data that we hold about you that is inaccurate or incomplete. To do this, please send details of the changes you want us to make to the Data Protection Lead, World Animal Protection, P. O. Box 66580-00800 Nairobi Kenya , or call us on +254727153574 OR +254202176598 or email firstname.lastname@example.org We may ask you to quote your supporter number or ask for another form of identification.
In certain circumstances you can ask for the data we hold about you to be erased from our records or transferred to another organisation. Where certain conditions apply, you have a right to ask us to restrict the processing of your personal information. You also have the right to object to certain types of processing such as direct marketing or automated processing or profiling.
If you would like further information on your rights or wish to exercise them, please write to our Data Protection Lead, World Animal Protection, +254727153574 OR +254202176598 or email email@example.com. If we are unable to fulfil your request, we will provide you with a reason as to why.
How do I make a complaint?
At World Animal Protection we rely on kind supporters, people like you, to protect animals from cruelty and suffering around the world. Your support is so important to us. We want you to be happy and feel confident in how we work. That’s why we always want to hear your feedback as soon as possible. We will aim to resolve issues promptly and where we can, to mitigate the risks of them happening again.
If you wish to make a complaint about how your personal data is being processed by World Animal Protection (or any third parties we use to help process your data), or how your complaint has been handled, you may do so in any of the following ways; completing our online contact form sending an email to firstname.lastname@example.org, telephoning +254727153574 OR +254202176598 (Monday-Friday 9am-5pm), writing to us at: Supporter Care Team, World Animal Protection email@example.com
What happens next?
We treat all complaints in a serious, prompt and courteous manner.
Once received, we will respond to your complaint as quickly as possible, within a maximum of five working days. However, if the nature of the complaint is complicated or if it requires further investigation, we may need a little longer than the seven days to respond. If so, we will let you know.
What if I am dissatisfied with the response to my complaint?
If you are unhappy with our response, please let us know at your earliest convenience and we will escalate your complaint internally.
Your complaint will be reviewed, and you will have an outcome within 10 working days.
Can I take my complaint further?
We will always aim to resolve your complaint but if you feel we haven’t, you can raise this with the Kenya Data Commissioner’s office.
Changes to this policy.