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.
At Civica we take privacy seriously and we are committed to protecting and respecting your privacy. This Privacy Notice sets out how we use and protect your personal information when you visit the Civica web site. It does not apply to web sites that you may be able to access via links from our web site and you should ensure that you review any relevant policies on any third party sites before proceeding.
What information do we collect from you?
While visiting the web site you may remain anonymous. Although you do not give any personal information whilst remaining anonymous, Civica collects details of your visit including the type of device, browser and operating system that you use to access the web site, the time and duration or your visit, the pages you access and your journey to, through and from the web site. We may place ‘cookies’ in your browser to remember your visit and your preferences which helps us to personalise your next visit.
We only collect basic personal information from you on our web forms, which is limited to: first name, surname, organisation, job title, email address and telephone number (where a call back has been requested).
Why do we collect this information?
We collect details of your visit because it helps us to ensure that the web site is effective in providing you with relevant information and to understand visitor patterns and preferences to improve the quality of the visitor experience when you are on our website.
We may need your personal information to respond, for example if you have submitted an enquiry. It also enables us to contact you from time to time in regard to the products & services we provide if we believe these are of interest to you and your organisation. You will always have the right to decide not to receive such marketing information from us by using our Preference Centre or emailing us at firstname.lastname@example.org.
Who else might we share your information with?
Occasionally we may share data with one or more of our marketing partners. These partners support our marketing team with tasks such as event registration (third parties sometimes manage registration for Civica events) and email or telephone marketing (third parties sometimes support work on marketing promotions). They will not retain your data once any project is completed. In certain limited areas of our business we may sub-contract email marketing to a US-based agency which adheres to the Privacy Shield principles and maintains certification.
Our customer relationship management (CRM) and marketing automation systems are operated as a service by third parties. Civica has client service agreements with those providers which meet appropriate data protection requirements and we will use appropriate technical and organisational measures to safeguard data. Data may be transferred to Civica Group companies outside of the EEA for administrative purposes, for which we again have appropriate data protection policies and will use appropriate organisational measures to safeguard data.
What do we do with your information?
Your information will be shared internally. If you have submitted an enquiry form we will route your information via email to the appropriate department to provide a response and will use the information you provide only for the purpose of responding to your enquiry. If you have shown interest in content on our website we store your information in our customer relationship management (CRM) system. We discover from your website visit or opened emails which products & services are of interest to you, and we use this knowledge to contact you about products & services which will be of interest. This may include automated profiling, however we do not currently carry out decisions based solely on automated processing.
We take the security of your personal information seriously and have internal policies and controls in place to protect against accidental, unlawful or unauthorised loss, misuse, alteration or destruction. Only authorised employees of Civica and our third party partners are provided access to personal data and these employees and third party providers are required to treat this information as confidential.
How long do we keep hold of your information?
We retain your data in our system(s) for two years following the last contact from you. If there has been no obvious engagement with you in regards to our marketing communications, then after two years we will remove all your details (please note any data recorded in our email system is retained therein for seven years). You always have the right to unsubscribe to any of our marketing communications, for which a link is provided within the footer of our marketing emails.
How can I access the information you hold about me?
The information we hold on you can be accessed by going to our preference centre. There, you can update your details to ensure you continue to receive targeted communications from Civica or you can unsubscribe to some or all communications. If you unsubscribe to all mailings your email address will be added to a ‘do not contact’ list, to ensure we adhere to your request not to be contacted. The preference centre also allows you to select the type of communications you would like to receive from us (e.g. product updates, User Group invitations, newsletters, etc.).
If you have any queries about the privacy of your information, or if you want us to remove all your information (right to erasure), please contact our Data Protection Officer (DPO), as below.
Data Protection Officer
Civica reserves the right to modify this Privacy Notice. We will post any changes to our Privacy Notice on this page. Please check this page regularly to keep up-to-date.
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.
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 and concerns the financial year-ended 30 September 2017. 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 IT teams maintain robust financial systems which are regularly subject to internal and external 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 managed 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 and it continues to be. 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.
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.