HELP a.s.b.l places great importance on the protection of personal data and respect for privacy. For this reason, we have appointed Mrs. Pria Digambal Nayagum as Data Protection Officer (DPO). Her role is to ensure that the processing of your personal data complies with data protection regulations.
CONTACT (via mail or chat) and TELEPHONE CALLBACK requests
1. Purpose and legal basis of processing
We process your personal data in order to manage your requests.
This processing is based on your consent (Article 6.1.a of the General Data Protection Regulation).
2. Categories of data processed
In accordance with the law, Help a.s.b.l collects only the data necessary to carry out its missions. This data is processed confidentially and is not shared with any commercial company or other organisation, whether in Luxembourg or abroad.
The personal data we collect as part of your request mainly includes:
- Last name
- First name
- Email address (optional for callback requests)
- Telephone number (optional for contact requests)
- Subject
- Message (only for contact requests)
3. Data retention period
On the first day of each month, data collected via the chat is automatically deleted.
Data collected via the contact form is retained until your request has been fully processed.
4. Data recipients
Help a.s.b.l processes your data confidentially and shares it with third parties only when necessary and in compliance with the law. These third parties may include the IT department and all DV services (care branches, interpretation services, Club Aktiv Plus, assisted living facilities) concerned by your request. Access to your personal data is strictly limited to what is necessary for the provision of services.
5. Your rights
In accordance with the law, you have the following rights:
- The right to be informed. We hope this notice has answered your questions.
- The right to access your data free of charge.
- The right to rectify your data if it is inaccurate or outdated.
- The right to lodge a complaint with the CNPD (National Commission for Data Protection) if you believe that the processing of your data does not comply with the law.
In certain cases, and under the conditions set by law, you also have the following rights:
- The right to request the deletion of your data.
- The right to request the restriction of the processing of your data.
- The right to object to the processing of your data for legitimate reasons.
- The right to data portability (i.e. the right to receive your personal data in a machine-readable format), where technically feasible.
You may contact the Data Protection Officer for any request concerning the processing of your personal data or to exercise your rights:
- By email: gdpr-infos@help.lu
- By post: Help a.s.b.l – Data Protection, 2b, rue Nicolas Bové, L-1253 Luxembourg
6. Applicable law
Any dispute relating to the website, its consultation, or its use by the user shall be governed by Luxembourg law and fall under the jurisdiction of the Luxembourg courts.
Ethics Committee requests
1. Purpose and legal basis of processing
Nous traitons vos données personnelles dans le cadre de la gestion de vos demandes d’avis éthique.
This processing is based on the law of 23 August 2023 on the quality of services for older persons, as well as on your explicit consent for the processing of your health data (Article 6.1.a of the General Data Protection Regulation).
2. Catégories de données traitées
In accordance with the law, Help a.s.b.l collects only the data necessary to carry out its missions. This data is processed confidentially and is not shared with any commercial company or other organisation, whether in Luxembourg or abroad.
The personal data we collect as part of your request mainly includes:
- Last name
- First name
- Email address
- Telephone number
- Status (beneficiary, patient, family member, staff member)
- Context of the request
- Question requiring an ethical opinion
- Additional information
- Subject of the request
- Content of the message
3. Data retention period
Your data is retained for 10 years from the closure of your request.
4. Data recipients
Your personal data is communicated only to members of the Ethics Committee, the committee secretary, public administrations where required by law, and competent authorities. Your data is processed confidentially and is shared with third parties only with your explicit consent or where required by law. We ensure that your data is stored and processed within the European Union.
5. Your rights
In accordance with the law, you have the following rights:
- The right to be informed. We hope this notice has answered your questions.
- The right to access your data free of charge.
- The right to rectify your data if it is inaccurate or outdated.
- The right to lodge a complaint with the CNPD (National Commission for Data Protection) if you believe that the processing of your data does not comply with the law.
In certain cases, and under the conditions set by law, you also have the following rights:
- The right to request the deletion of your data.
- The right to request the restriction of the processing of your data.
- The right to object to the processing of your data for legitimate reasons.
- The right to data portability (i.e. the right to receive your personal data in a machine-readable format), where technically feasible.
You may contact the Data Protection Officer for any request concerning the processing of your personal data or to exercise your rights:
- By email: gdpr-infos@help.lu
- By post: Help a.s.b.l – Data Protection, 2b, rue Nicolas Bové, L-1253 Luxembourg
6. Applicable law
Any dispute relating to the website, its consultation, or its use by the user shall be governed by Luxembourg law and fall under the jurisdiction of the Luxembourg courts.
Data relating to recruitment
When you visit the page dedicated to our job offers, you leave our website and are redirected to the website of the Luxembourg Red Cross, as recruitment is managed by the Luxembourg Red Cross. We therefore encourage you to consult the Luxembourg Red Cross privacy policy, as it governs the use of your personal data on its platform.
Data relating to feedback
When you access the feedback page, you leave our website and are redirected to the Luxembourg Red Cross website, as we use a feedback management tool developed by the Luxembourg Red Cross. Feedback is accessible only to the Quality Department of Help a.s.b.l and to the relevant services within the Help network responsible for handling your feedback.
We process your personal data in order to record and manage compliments, concerns, incidents, complaints, and suggestions for improvement. The data you provide also allows us to contact you when necessary.
This processing is based on the legitimate interest pursued by Help a.s.b.l, as well as on the legal obligation to maintain a complaint management system (Grand-Ducal Regulation of 13 December 2017 within the framework of long-term care insurance – law of 29 August 2017 reforming social security).
Help a.s.b.l collects only the data necessary for processing feedback. This generally includes the data you provide when submitting your feedback (your name, address, telephone number or email address, details of the feedback, including data relating to third parties, etc.). Additional data may be generated or collected during the handling of your feedback.
Your data is retained for a maximum of 10 years from the closure of the feedback, in accordance with Article 15(4) of the law of 24 July 2014 on “Patients’ rights and obligations”.
We process your data confidentially and share it with third parties only when necessary and in compliance with the law. These third parties may include other members of the Help a.s.b.l network concerned by the feedback or within the context of reporting.
Data relating to donations
When you wish to make a donation and access the dedicated page, you leave our website and are redirected to the website of the Luxembourg Red Cross, as donation management is handled by the Luxembourg Red Cross. We therefore encourage you to consult the Luxembourg Red Cross privacy policy, as it governs the use of your personal data on its platform.
Data relating to browsing on the platform
Each time you access our website, usage data is transmitted by your browser and stored in log files (so-called “log files”), such as the date and time of access, the name of the page visited, and the volume of data transmitted. This data cannot be attributed to a specific individual and is used exclusively to ensure the secure operation of our website and to improve our services.
For more information regarding browsing data, please refer to our cookie policy.
Information for clients
Are you a client of the Home Care and Support Service of the Luxembourg Red Cross, a member of Help?
Download the information notice regarding the processing of your personal data.
Are you a client of a Help Club Aktiv Plus?
Download the data protection notice relating to your Club Aktiv Plus: