Policies and Statements
Corporate responsibility is embedded in our approach to business and supported by a wide range of policies from quality management to dignity at work. We take care to protect the privacy of information including for users of civica.com. Set out below are explanations regarding accessibility and privacy for visitors to the website together with a statement on wider preparations for GDPR, as well as some of our general ethical business policies.
Updated January 2017
Civica Pty Limited and each of its related bodies corporate (as that term is defined in the Corporations Act 2001) in Australia (Civica) is committed to the protection of privacy of personal information which it regards as one of its most important core values.
What is personal information?
Personal information is information or an opinion, whether true or not and whether recorded in a material form or not, about a living individual who is either identified or reasonably identifiable. Examples include an individual's name, address, contact number and email address.
Sensitive information is a subset of personal information that is generally given a higher level of privacy protection. Sensitive information includes health and genetic information and information about racial or ethnic origin, political opinions, membership of a political association, religious beliefs or affiliations, philosophical beliefs, membership of a professional or trade association, membership of a trade union, sexual preferences or practices, criminal record and some types of biometric information.
Civica is required to comply with the Privacy Act (Cth) (Privacy Act) which includes the Australian Privacy Principles (APPs). The APPs regulate the manner in which personal information is handled throughout its life cycle, from collection/receipt to use and disclosure, storage, accessibility and disposal. Civica is also required to comply with other laws, including more specific privacy legislation in some circumstances. They include Australian State and Territory health privacy legislation (including the Victorian Health Records Act 2001) when we collect and handle certain health information.
Civica is generally exempt from the Privacy Act when it collects and handles employee records.
The purposes for which we collect, hold, use and disclose personal information
The main purposes for which we collect, hold, use and disclose personal information are:
Establish and maintain your relationship with us;
Provide the products or services you have requested from us or your suppliers;
Answer any inquiry you make; and
Send notifications, reminders and relevant documentation.
We may also collect, hold, use and disclose personal information for other purposes explained at the time of collection or which are required or authorised by or under law or for which the individual has provided their consent.
We may also disclose your personal information to third parties who work with us in our business to provide, promote or improve the products or services you have requested or are interested in, such as: our related bodies corporate; third party service providers ; national regulators; and consultants and professional advisers.
2.2 Use by other Civica entities
2.3 Direct marketing
We may use your, specifically your name and relevant address details and information about your preferences for direct marketing, both as to the communication channels which you prefer for receiving direct marketing from us and the types of products and services in which you are interested, to let you know about our services, facilities and benefits and those of third party partners, contractors, suppliers of Civica, where we have your consent. Under Australian law, we are not permitted to do so unless we have your consent.
Where we are permitted by law to do so, we or our partners, contractors, suppliers may contact you for direct marketing purposes in a variety of ways, including by mail, email, telephone, online advertising or facsimile.
You may opt-out of receiving this direct marketing through the unsubscribe function that will be made available to you with each direct marketing communication, or by contacting us.
3. The kinds of personal information we collect and hold
The type of personal information that Civica collects and holds about you depends on the type of dealings that you have with us. For example, if you contact us with an enquiry, attend a Civica conference or seminar, are a supplier to Civica, receive services from Civica or apply for a job at Civica.
Generally, we collect personal information directly from you, such as when you submit information through our website, in person, in the course of us providing you with a requested product, service or benefit or when you have other dealings with us.
This information is likely to include any or all of the following:
name, address(es), telephone number(s) and other contact details;
dietary and accessibility requirements
payment information (such as credit card or bank details);
other personal information required to provide our services;
transaction details relating to your use of our products, services or benefits; and
your current and previous education and employment or student identification details
3.2. Sensitive information
Civica only collects sensitive information where it is reasonably necessary for our functions or activities and either the individual has consented or Civica is required or authorised by or under law to do so.
For example, we may collect: health information; information about your criminal record, racial or ethnic origin, or religion; information related to health and safety, workplace investigations or workplace environment.
You do not have to provide us with any personal information. However, if you do not do so we may not be able to provide you with the products, services or benefits you have requested.
3.3. Collection of information through our website
Most internet browsers are set to accept cookies. If you prefer not to receive them, you can adjust your internet browser to reject cookies, or to notify you when they are being used. There are also software products available that can manage cookies for you. Rejecting cookies can, however, limit the functionality of our website (such as preventing users from logging on).
3.4. What if you don't want to provide your personal information to us?
Civica seeks to provide individuals with the option of not identifying themselves, or of using a pseudonym, when dealing with us if it is lawful and practicable to do so. A pseudonym is a name or other descriptor that is different to an individual's actual name.
In some cases however, if you don't provide us with your personal information when requested, we may not be able to respond to your request or provide you with the product or service that you are seeking.
4. How we collect and hold personal information
4.1. Methods of collection
Civica is required by the Privacy Act to collect personal information only by lawful and fair means. It is reasonable and practicable, we will collect personal information we require directly from you.
We collect personal information in a number of ways, including:
- 1) by email
- 2) over the telephone
- 3) through written correspondence (such as letters, faxes and emails)
- 4) on hard copy forms
- 5) in person (for example, at job interviews)
- 6) through our website
- 7) at seminars and functions (for example, if you fill out an assessment form or leave us your business card)
- 8) electronic systems such as applications
- 9) through surveillance cameras (which we use for security purposes)
- 10) from third parties
4.2. Collection notices
When Civica collects personal information directly from you, Civica's policy is to take reasonable steps to notify you of certain matters. We generally do this at or before the time of collection, or as soon as practicable afterwards. The matters include:
- our identity and how to contact us
- the purposes for which we are collecting the information
- whether the collection is required or authorised by or under by or under an Australian law or a court or tribunal order
- the third parties (or types of third parties) to whom we would normally disclose information of that kind
- whether any of those third parties are located overseas and, if practicable to specify, the countries in which they are located
- We will generally include these matters in a collection notice.
4.3. Unsolicited information
Unsolicited personal information is personal information we receive that we have taken no active steps to collect (such as an employment application sent to us by an individual on their own initiative, rather than in response to a job advertisement).
We may keep records of unsolicited personal information if the Privacy Act permits it (for example, if the information is reasonably necessary for one or more of our functions or activities). If not, Civica will destroy or de-identify the information as soon as practicable, provided it is lawful and reasonable to do so.
5. Disclosure of personal information to third parties
Personal information may be disclosed to the following third parties where appropriate for the purposes set out above:
Financial institutions for payment processing
referees whose details are provided to us by job applicants
marketing and communications agencies
external business advisers (such as recruitment advisers, auditors and lawyers)
regulatory bodies as required by law
In the case of contracted service providers, we may disclose personal information to the service provider and the service provider may in turn provide us with personal information collected from you in the course of providing the relevant products or services.
6. Cross border disclosure of personal information
7. Data quality and security
We hold personal information in a number of ways, including in electronic databases, email contact lists, and in paper files held in drawers and cabinets, locked where appropriate. Paper files may also be archived in boxes and stored offsite in secure facilities.
We takes reasonable steps to:
make sure that the personal information that we collect, use and disclose is accurate, up to date and complete and (in the case of use and disclosure) relevant; and
protect the personal information that we hold from misuse, interference and loss and from unauthorised access, modification or disclosure
Where we provide personal information to third parties, we use contractual measures to protect this information.
Additionally, we take reasonable steps to destroy or permanently de-identify personal information when we no longer need it.
The internet is not a secure method of transmitting information. We cannot and do not accept responsibility for the security of information you send to or receive from us over the internet, or for any unauthorised access or use of that information.
The steps we take to secure the personal information we hold include ICT security (such as encryption, firewalls, anti-virus software and login and password protection), secure office access, personnel security, training and workplace policies.
Our websites may contain links to other websites operated by third parties. We make no representations or warranties in relation to the privacy practices of any third party website and we are not responsible for the privacy policies or the content of any third party website. Third party websites are responsible for informing you about their own privacy practices.
8. Access and correction of your personal information
Individuals have a right to request access to the personal information that Civica holds about them and to request its correction.
You can contact us at the details set out below if you would like to access or correct the personal information that we hold about you. We may ask you to verify your identity before processing any access or correction requests, to ensure that the personal information we hold is properly protected.
Civica's policy is to provide you with access to your personal information, subject to some exceptions permitted by law. We may provide access in the manner that you have requested provided it is reasonable and practicable for us to do so. We may charge a fee to cover our reasonable costs of locating the information and providing it to you.
If you ask us to correct personal information that we hold about you, or if we are satisfied that the personal information we hold is inaccurate, out of date, incomplete, irrelevant or misleading, we will take reasonable steps to correct that information to ensure that, having regard to the purpose for which it is held, the information is accurate, up-to-date, complete, relevant and not misleading.
If you believe that your privacy has been breached or you have a complaint in relation to our handling of your personal information, please contact us using the details below and provide details of the incident. We will treat your complaint confidentially, investigate your complaint and aim to ensure that we contact you and your complaint is resolved within a reasonable time (and in any event within the time required by the Privacy Act, if applicable).
If you are unhappy with our response, you can refer your complaint to the Office of the Australian Information Commissioner or, in some instances, other regulatory bodies, such as the Victorian Health Services Commissioner.
10. Retention of personal information
All personal information that has been collected from you will only be kept for a limited duration that is relevant to the purpose for which your personal information is to be used and for as long as required by applicable law.
11. Further information
Please contact Civica if you have any queries about the personal information that Civica holds about you or the way we handle that personal information. Our contact details for privacy queries and complaints are set out below.
Privacy Contact - HR
Civica Pty Limited
163 O'Riordan Street
Know more about Cookies on this website
You should also read our privacy notice in conjunction with this information about cookies.
First Party Cookies
These are cookies that are set by this web site directly.
You can find out more about Google’s position on privacy as regards its analytics service here.
Visitors may choose to opt-out of Google Analytics tracking with the Google Analytics opt-out browser add-on.
Episerver: Our web site runs on Episerver CMS and cookies are used to store basic data on your interactions. More information on session cookies and what they are used can be found here.
Third Party Cookies
These are cookies set on your machine by external web sites whose services are used on this site. Cookies of this type are the sharing buttons across the site which allow visitors to share content onto social networks. Cookies are currently set by Twitter, LinkedIn and YouTube. In order to implement these buttons, and connect them to the relevant social networks and external sites, scripts are used from domains outside of our site. You should be aware that these sites are likely to be collecting information about what you are doing all around the internet, including on this web site. You should check the respective policies of each of these sites to see how exactly they use your information and to find out how to opt out, or delete, such information.
First party cookies include:
* Google: _utma, _utmb, _utmc, _utmv, _utmz, PREF
Third Party cookies include:
* youtube.com: APISID, CONSENT, HSID, LOGIN_INFO, PREF, SAPISID, SID, SSID
Further information about restricting cookies
The content of this website has been designed to work towards AA standards of the W3C 2.0 Web Content Accessibility Guidelines. We aim to continually make improvements to meet these guidelines. The design and coding of the website has been implemented to support adaptive technologies (such as screen readers and text-only browsers).
Maintaining an accessible site is an ongoing process and Civica are continually working to offer a user friendly experience. However, if you have any problems using this web site please let us know via the Contacts page.
General Data Protection Regulation (GDPR)
Civica Group Overview
The new EU General Data Protection Regulation (GDPR) comes into force on 25 May 2018 (including in the UK regardless of its decision to leave the EU) and will impact every organisation which holds or processes personal data. It will introduce new responsibilities, including the need to demonstrate compliance, more stringent enforcement and substantially increased penalties than the current Data Protection Act (DPA) which it will supersede.
Civica is committed to high standards of information security, privacy and transparency. We place a high priority on protecting and managing data in accordance with accepted standards including ISO 27001 and PCI-DSS. The company will comply with applicable GDPR regulations when they take effect in 2018, including as a data processor, while also working closely with our customers and partners to meet contractual obligations for our procedures, products and services. Our team of experienced business analysts, consultants and digital specialists will also help to support customers in meeting their obligations through the provision of expert services and value-adding solutions.
The company has three main areas of focus in preparing for GDPR overseen by an internal cross-functional team:
- Building on existing security and business continuity management systems and certifications, including ISO 9001, 27001 and 22301, PCI-DSS and IGSoC, to ensure our own compliance
- Product programmes to support compliance for users of our software applications including solutions to streamline the process and drive greater efficiency
- Provision of services and solutions which help customers to understand and prepare for GDPR, develop compliance plans and build a stronger platform for the future by taking control of their data
It is important to recognise that compliance is a shared responsibility and all organisations will need to adapt business processes and data management practices.
Civica has a robust ISO-based Management System (ISMS) and in order to ensure compliance will implement additional or augmented company-wide controls to meet GDPR requirements within the ISMS using internal and external advisors. Led by our Head of Operational Security & Resilience, updated information security policies and procedures will build on existing management systems (including ISO 27001 and ISO 22301) and the foundation of our Information Control and Classification policy, informed by gap analysis and data protection risk assessments and supported by communication and training programmes.
Compliance will be supported by a review of existing contracts with data controllers, the use of sub-contractors and any data export arrangements.
Civica’s Data Protection Officer will inform, advise and monitor compliance. The company will implement tools as appropriate that support the process, provide necessary security and ongoing delivery of objectives.
In many areas the hosted services provided by Civica already conform. As data processor, the company is undertaking risk assessments to include more detailed consideration of the data types we hold and a data protection impact analysis of personal information stored and processed. Policies such as incident response plans and backup data retention will be reviewed and updated.
2. Civica software applications
Civica’s broad range of software applications are used to provide efficient and high quality services. As such the company is committed to providing technology solutions to support customers’ GDPR obligations, whether through standard features or added value solutions or toolkits.
All organisations will need to be confident, for example, that personal and transactional data can be located and anonymised or erased, in order to respond to requests to delete, rectify, transfer, access or restrict the processing of data.
Customers should contact their account manager to understand what features are available to enable this, from data cleansing and subject access reports to specific data retrieval and disposal tools which create efficiencies by allowing organisations to locate, anonymise and remove data with minimal administrative effort and to enable a quick and efficient response to information requests.
3. Helping customers adapt to change
The volume of data handled by organisations is growing and is captured, processed and stored on an increasing number of devices and networks. Requirements such as data protection impact assessments, active mitigation of risks and evidence of risk management measures will require organisations to develop a more disciplined approach to customer data, especially those with personal data spread across many locations and/or systems with varying levels of personal data quality and ownership. Furthermore, investing in the management of consent presents an opportunity to build trust and provide increasingly useful services.
Civica’s team of experienced analysts and consultants can support customers in their journey to compliance and beyond, supported by our dedicated digital division. Civica Digital brings deep expertise in information and data management as part of a complete capability to deliver a new generation of digital services from concept to implementation. Services offered include:
- Awareness workshops to help organisations to fully understand GDPR and what must be done to demonstrate compliance
- Readiness assessments, to assess preparedness for the arrival of GPDR, identification of gaps and risks and formulation of roadmaps to achieve compliance
- Software tools, to help measure and track GDPR compliance across an organisation
- Technology platforms to drive improved customer interaction and consent management while ensuring better compliance as part of broader digital transformation.
Modern Slavery Statement
Modern Slavery and Human Trafficking Statement
This statement sets out Civica's actions to understand all potential modern slavery risks related to its business and to put in place steps that are aimed at ensuring that there is no slavery or human trafficking in its own business and its supply chains.
Civica Group Limited, including its associated and subsidiary companies, recognises that it has a responsibility under the Modern Slavery Act 2015 to take a robust approach to slavery and human trafficking and we are absolutely committed to preventing slavery and human trafficking in our corporate activities, and to ensuring that our supply chains are free from slavery and human trafficking.
Organisational Structure and Supply Chains
We are a market leader in software applications, business process outsourcing and technology solutions. We operate across the UK, Ireland, Australia, New Zealand, Singapore, India and the USA, our supply chains are predominantly based within these countries.
We operate the following policies that describe our approach to the identification of modern slavery risks and steps to be taken to prevent slavery and human trafficking in our operations:
- HR Policy - We have zero tolerance of any threat of physical or sexual violence, harassment or intimidation against employees and their family, or close associates. Our policies are clearly defined and communicated to all employees. All our employees are treated fairly and equally, and are paid at least the national minimum wage. Our employees won’t be forced to work in excess of the number of hours permitted in law, and normal working hours won’t exceed 48 hours per week average unless the employee agrees.
- Purchasing Policy - The organisation is committed to conducting purchasing activities in a fair, objective and transparent manner that satisfies the requirements of accountability and internal controls including but not limited to Civica’s ‘Quality Management’, ‘Environmental’, ‘Ethical Code of practice’, ‘Anti-Bribery’ and ‘Modern slavery’ policies which fulfil legal and financial obligations and effectively manages commercial risk. Emphasis is placed on selecting suppliers, goods and services that demonstrate recognisable environmental, sustainable, business integrity along with Corporate Social Responsible (CSR) standards including but not limited to compliance with laws and regulations, respect for human rights, labour working conditions, equal opportunities, health and safety accreditation, maintenance and promotion of information security, fair trade and acceptable corporate ethics.
- Recruitment Policy - The organisation uses only specified, reputable employment agencies to source agency workers and always verifies the practices of any new agency it is using before accepting workers from that agency.
- Whistleblowing Policy - We encourage all of our employees, customers and other business partners to report any concerns related to the direct activities, or the supply chains of, Civica. This includes any circumstances that may give rise to an enhanced risk of slavery or human trafficking. Our whistleblowing procedure is designed to make it easy for employees to make disclosures, without fear of retaliation.
- Our values - Civica’s values of Knowledge, Integrity and Action makes clear to our employees the actions and behaviour expected of them when representing Civica. We strive to maintain the highest standards of employee conduct and ethical behaviour when operating abroad and managing our supply chain.
We undertake due diligence when considering taking on new suppliers, and review our existing suppliers on a periodic basis. Our due diligence and reviews include:
- Mapping the supply chain broadly to assess particular product or geographical risks of modern slavery and human trafficking
- Evaluating the modern slavery and human trafficking risks of each new supplier
- Conducting supplier audits or assessments which have a greater degree of focus on slavery and human trafficking where general risks are identified
- Invoking sanctions against suppliers that fail to improve their performance in line with an action plan or seriously violate our supplier code of conduct, including the termination of the business relationship.
As well as training employees, the organisation has raised awareness of modern slavery issues by circulating information to employees.
The information explain to relevant employees:
- The basic principles of the Modern Slavery Act 2015;
- How employers can identify and prevent slavery and human trafficking;
- What employees can do to flag up potential slavery or human trafficking issues to the relevant parties within the organisation; and
- What external help is available, for example through the Modern Slavery Helpline.
This statement has been approved by the organisation's board of directors, who will review and update it annually. Our Executive Management team take responsibility for implementing this statement and its objectives. They will ensure adequate resources and investment to ensure slavery and human trafficking isn’t taking place within our organisation or within our supply chains.
Civica Anti-Bribery Policy
Civica is committed to conducting business with the utmost integrity.
Our business ethics prohibit anyone offering or accepting a gift, entertainment or other payment in return for business or personal advantage and it is the responsibility of all employees to ensure prevention and detection.
As part of its code of conduct, the Group’s Anti-Bribery Policy applies to individual employees, temporary agency staff and contractors, agents, sponsors, intermediaries, consultants or any other people or bodies associated with the Company or any of its employees. The provision or offer to provide or the acceptance of any inducement or reward including gifts in order to gain commercial, contractual, regulatory or personal advantage, whether for the company or any third party, is prohibited under this policy.
The company encourages and fully supports all employees in reporting any improper practices, providing a confidential reporting process to allow anyone freely and confidentially to alert the company to any concern.
All employees including temporary agency staff and contractors are required to:
- Act honestly and with integrity at all times and to safeguard the company resources for which they are responsible
- Comply with the laws and regulation of all countries in which Civica operates or hopes to operate in respect of the lawful and responsible conduct of business
- Respect Civica’s customers, suppliers or other parties with whom it interacts by conducting business in an ethical, lawful and professional manner
Civica UK Tax Strategy
This document outlines Civica’s tax strategy in accordance with Schedule 19 of the Finance Act 2016. All references to tax and taxation concern taxes listed in paragraph 15(1) of Schedule 19.
Responsibility for Civica’s tax strategy lies with the Civica Group Board. The Chief Financial Officer, and Senior Accounting Officer, is responsible for its implementation and control. Day-to-day responsibility lies with the UK Group and Divisional Finance teams.
Our tax strategy objectives are to fully comply with all regulatory and statutory obligations, and full disclosure to HMRC as openly and transparently as possible, in accordance with our tax principles (see below).
Tax Risk Management
The UK Group manages tax risks via recognition and monitoring of the various types of risk and in accordance with the Group’s tax principles. Tax risks include compliance risks, operational risks and transactional risks.
Careful attention is given to ensure that all tax returns are accurate and are filed on time. To do so, our Finance and I.T teams maintain robust financial systems which are regularly subject to internal and external and audit and control processes, and engage external compliance advisory services when required.
Finance teams across the organisation’s trading operations work very closely with operational teams. As a result, commercial, financial and operational decisions are taken after proper cross-functional discussion and communication.
The UK Group’s principal activities are the provision of software, digital solutions and technology-based outsourcing services, primarily to the public sector and regulated markets in the UK. Therefore, the vast majority of the UK Group’s trading operations are conducted with UK-based Customers and Suppliers. However, recent growth in intra-Group cross-border sales recognised that our tax strategy should recognise transfer pricing and arm’s-length requirements under OECD guidelines, as a result of which, external advice transfer pricing advice was engaged. Similar levels of cross-functional discussion and communication is followed between the Uk and International teams.
In addition to the more day-to-day compliance and operational risks faced, less routine transactional risks are faced from time to time. These primarily concern acquisitions. Tax risks of acquired businesses, both pre- and post-acquisition are addressed via tax due diligence reviews and reports.
Full compliance with our tax objectives and tax principles helps to ensure that we maintain high standards of corporate social responsibility and enhances our reputation in the communities and markets we serve.
Our over-riding tax principles are to:
- Comply with all rules, regulations and disclosures required;
- File all returns in full and on time;
- Pay all taxes due on time;
- Be co-operative, open and honest;
- Provide information with clarity and transparency;
- Conduct tax planning only in line with normal commercial objectives; and
- Never engage in aggressive and evasive tax planning.
Attitude Towards Tax Planning
We plan in accordance with legislation and our attitude towards tax planning is entirely consistent with our tax objectives and tax principles
Level of risk in relation to UK Taxation
We do not knowingly take any tax risks. Civica UK’s approach to tax risk is simple; i.e. to always do our utmost to ensure compliance by filing tax returns by the dates required and by paying all PAYE, national insurance, VAT and Corporation Tax obligations by the time they fall due for payment.
Wherever we are unsure as to any tax position or uncertainty, we engage external advice from reputable professional tax advisory and compliance companies.
Approach towards dealings with HMRC
We aim to be collaborative, honest, open and transparent with all of our dealings with HMRC. We seek to liaise with HMRC to discuss any tax issues or risks arising either directly or via external advisors. A recent example of this concerned the process by which we reached agreement with HMRC concerning an Advanced Thin Capitalisation Agreement.
Registrar Compliance Information
Civica Cloud & Managed Services provide managed services for registration and renewal of domain names on behalf of our clients.
Civica Cloud & Managed Services is a channel partner of Nominet and is therefore in compliance with Nominet's Terms & Conditions.
Where Civica Cloud and Managed Services provides domain services (.UK), those customer are also bound by the terms and conditions of the domain name registration.
See Nominet registration conditions, found http://www.nominet.uk/go/terms.
All domains are renewed on an annual or Bi-annual basis, Civica C&MS will send out invoices 30 days prior to your domain name expiring to the email address on the account. It is your responsibility that ensure that contact details are up to date. If you do not wish to renew a domain please make sure you contact us a minimum of 35 days before your domain expires by contacting us at the following email address:
Unless requests to the contrary are received, all domains are renewed automatically approximately 30 days before the domain name expires.
If you request that you no longer wish to have your domain name renewed by us, it will be left to expire and all services Civica Cloud & Managed Services provide regarding that domain name will be suspended. Your domain name will then go into a 30 day protected period, after 30 days your domain will be suspended by Nominet and it will go into a 60 day grace period. If you change your mind and still wanted to retain your domain name, you still can and at the original renewal price. This must be requested by email before the 80th day after your domain has expired, after 90 days your domain will be cancelled and deleted from the register and made available for resale through a third party registrar by Nominet. Civica Cloud & Managed Services will not guarantee the renewal of a domain name after this happens.
If you no longer wish to carry on with your contract with us, please email us no less than 30 days before your services are due to be renewed. We will not charge you for transferring a domain(s) away to another registrar’s tag. The customer acknowledges that, termination of the agreement for any reason will result in ceasing to provide the applicable services, with the consequences that flow from such cessation, including (but not limited to), deletion of data .e.g. hosting account(s) and mail boxes.
Please email us at email@example.com. We will to respond to all points of contact within 1 business day and aim to resolve any issues you have within 5 business days.
If you wish to raise a complaint about abuse you have received (spam emails etc), please contact us at firstname.lastname@example.org with as much detail about the abuse. We will investigate your complaint immediately.
If you wish to make a complaint about a service you have received, please submit an email to us at email@example.com including as much detail from the issue you have. We will acknowledge your complaint within 1 business day and aim to resolve any issues within 5 business days. If you’re not happy with the initial outcome of your complaint and it is regarding your .uk domain name, please feel free to escalate your issue to Nominet (the .uk registry) here: http://www.nominet.org.uk/disputes/complaining-about-registrar/complaints-procedure
Terms and Conditions when using this website
The following terms and conditions ("Terms and Conditions") set out the rules for how the Civica run the Web Site. By accessing this page and using the Web Site you acknowledge that you have read, understood and agree to be bound by and comply with the Terms and Conditions.
We reserve the right to change these Terms and Conditions at any time without notice by posting changes on the Web Site. It is your responsibility to familiarise yourself with the Terms and Conditions regularly to ensure that you read any changes. Your continued use of the Web Site after a change has been posted will signify your acceptance of the modified Terms and Conditions.
If you do not agree with the Terms and Conditions please do not use this Web Site.
1. USE OF THE WEB SITE
Civica, the Civica logo, the Authority logo, Comino, LicenceToClick, L2C, Civica Connect, VTSS, Radius, in4tek, IBS, OpenRevenues, electionz, Paris, Flare, Tranman, Spydus, Coldharbour, Carval, Abritas, SFW, IPL, Norwel, WTG, Asidua, Keystone, InfoMaster, Inspiriti and other Civica products referenced in the Web Site are trademarks of Civica (“Civica Logos”), and may be registered in certain jurisdictions. All other product names, company names, marks, logos, and symbols (“Third Party Logos”) may be the trademarks of third parties. All materials provided on this Web Site, including but not limited to information, documents, products, Civica Logos, Third Party Logos, logos, graphics, texts, text files, video files sounds, images, software, and services (“Materials”), are owned either by Civica or by third parties (“Third Party Providers”).
All rights are reserved.
Please do not use the Web Site in any way that may infringe the Intellectual Property Rights in the Materials. (“Intellectual Property Rights” means copyright and all other intellectual property rights whether or not registered including patents, trade marks, service marks, trade names, design rights, rights in any format or presentation (including its look, feel, visual or other non-literal elements), any applications for the protection or registration of these rights and all renewals and extensions of them throughout the world).
This means that none of the Materials or any part of this Web Site may be adapted, copied, extracted, reutilised, reproduced, broadcast, distributed, republished, downloaded, displayed, posted, transmitted, or retransmitted in any form or by any means, including but not limited to electronically, mechanically by photocopying or by recording without the prior express written permission of Civica or the appropriate Third Party Provider.
Also, you may not reproduce or copy any part of this Web Site onto any other server without Civica’s prior express written permission. Except where expressly provided otherwise by Civica, nothing on this Web Site shall be construed to confer any license of Civica’s or any Third Party Provider’s Intellectual Property Rights, and you acknowledge sole responsibility for obtaining any such licenses.
Civica does not provide, sell, license, or lease any of the Materials other than those specifically identified as being provided by Civica. Materials provided by Third Party Providers have not been independently reviewed, tested, certified, or authenticated in whole or in part by Civica. This Web Site is designed to provide information only, and is not designed to carry out any commercial transactions.
2. LINKS TO THIRD PARTY WEB SITES
This Web Site may contain links to web sites controlled by parties other than Civica.
Civica is not responsible for, does not control, does not endorse or accept any responsibility for the content or appropriateness of the content of, or use of these third party web sites.
Civica cannot be held responsible for such content, or from any detrimental impact which you may suffer, or for any processing errors or viruses that may arise from access to such third party web sites.
Civica is providing these links to you only as a convenience, and the inclusion of any link does not imply endorsement by Civica of the linked web site.
Use of third party web sites by you is done so entirely at your own risk and it is your responsibility to take precautions to ensure that whatever you select for your use is free of viruses or other items of a destructive nature. These Terms and Conditions do not apply to any third party web site linked to the Web Site or any other Civica web sites.
You should read and accept the terms and conditions of those web sites before using them and direct any questions or comments about the linked web site’s contents to the relevant web site provider.
3. RESTRICTION OF SOFTWARE USE
Any software that may be made available to download from this Web Site ("Software") is owned by Civica or Third Party Providers. Use of the Software is governed by the terms of the end user license agreement that accompanies or is included with the Software ("License Agreement"). An end user agrees to the License Agreement terms by installing, copying, or using the Software. The Software is made available for downloading solely for use by end users according to the License Agreement. Without limiting the foregoing, the copying or reproduction of the Software to any other server or location for further reproduction or redistribution is expressly prohibited. Any reproduction or redistribution of the Software not in accordance with the License Agreement is expressly prohibited. The Software is warranted, if at all, only according to the terms of the License Agreement. Except as may be expressly warranted in the License Agreement, Civica shall have no other liability whatsoever whether in contract, tort or otherwise as regards the quality or fitness for purpose of the Software and all other representations, conditions, warranties and terms in respect thereof whether express or implied, statutory or otherwise are excluded save to the extent that the same are not capable of exclusion at law.
4. OFFENSIVE MATERIAL
Where you are given the facility to enter information onto, or communicate via, the Web Site. Civica ask you to conduct yourself in a lawful and civil manner. You agree to use the Web Site for lawful purposes only and that you may not use or allow others to use the Web Site to:
4.1 store, reproduce, transmit, communicate or knowingly receive any material which is offensive, racist, abusive, indecent, defamatory, obscene or menacing;
4.2 post or transmit any material that you do not have worldwide copyright ownership or full permission from the copyright owner or similar;
4.3 post, transmit or link to any sexually explicit material;
4.4 impersonate any person or entity, or falsely state or otherwise misrepresent your affiliation with anyone or any entity;
4.5 post or transmit statements that are intentionally false or misleading;
4.6 post or transmit any advertising, promotional materials or other forms of solicitation;
4.7 collect or store any personal information about an individual;
4.8 enter into personal correspondence with any individual with the purpose of offering them a service or product; or
4.9 post or transmit any material which suggests or encourages illegal activities. Civica may remove any material submitted to the Web Site in our sole discretion, or when requested to do so by any person, that we believe infringes these Terms and Conditions. As a user of the Web Site you will indemnify and hold Civica harmless against all costs, claims, liability, expenses (including legal expenses) damages and losses incurred by Civica as a result of your infringement of this clause whether arising under contract, tort, statute or otherwise.
Except where expressly provided otherwise by Civica, the Materials on this Web Site are provided "as is", are experimental, and are for non-commercial use only. Civica cannot be held responsible for any damage that results from the use of the information provided on the Web Site, and shall have no liability whatsoever whether in contract, tort or otherwise as regards the quality or fitness for purpose of the Materials or any Software, the accuracy, completeness, or truth of any of the information contained in the Web Site or for any reliance placed by any person on the information in the Web Site, and all other representations, guaranties, conditions, warranties and terms in respect thereof whether express or implied, statutory or otherwise are hereby excluded save to the extent that the same are not capable of exclusion at law.
6. LIMITATION OF LIABILITY
Civica shall not be liable for any damages suffered as a result of using, modifying, contributing, printing, copying, distributing, or downloading the Materials. You have sole responsibility for the adequate protection and backup of data and/or equipment used in connection with the Web Site and you will not make a claim against Civica for lost data, re-run time, inaccurate output, work delays, or lost profits resulting from the use of the materials. Save in respect of death, personal injury or fraud, Civica shall not be liable to you for any of the following (whether or not you were advised of, or knew of, the possibility of such losses) whether arising from any claim under any tort including negligence, for breach of contract, for misrepresentation (other than fraudulent misrepresentation), intellectual property infringement, under any statute or otherwise arising out of or in connection with the use of the Web Site including without limitation:
6.1 any indirect, special or consequential losses;
6.2 any loss of business, data, profits, revenue, goodwill, use, or anticipated savings;
6.3 any damage suffered by you as a result of an action brought by a third party arising from any use, or inability to use, any Material; or
6.4 loss or damage to you, or any third party’s, data or records.
7. LOCAL LAWS
Unless otherwise explicitly stated, all marketing or promotional materials found on this Web Site are solely directed to individuals, companies or other entities located in the UK.
You acknowledge and agree that the use of this Web Site and the use of the Materials are subject to UK laws and regulations.
This Web Site may include inaccuracies or typographical errors and Civica do not give any warranty that the Web Site will be available at all times or will be free from interruption or error. Civica and the Third Party Providers may make improvements and/or changes in the products, services, programs, and prices described in this Web Site at any time without notice. These Terms and Conditions will be governed by and construed in accordance with the laws of England. Disputes arising in relation to the same shall be subject to the exclusive jurisdiction of the courts of England. These Terms and Conditions represent the entire understanding relating to the use of the Web Site and supersede all other statements, representations or warranties (whether written, e-mail or oral) made by Civica. Nothing in these Terms and Conditions shall affect the liability of either party in respect of any misrepresentation, warranty or condition that it makes fraudulently.