The Citizens Advice service provides free, independent, confidential and impartial advice to everyone on their rights and responsibilities. It values diversity, promotes equality and challenges discrimination.
Newport Citizens Advice is an independent charity which offers a free confidential advice and information service from its city centre based office as well as many outreach locations throughout the city.
We provide a general advice drop in service from our central Newport office and we are part of the Wales AdviceLine telephone service.
Our dedicated volunteers are trained to provide high quality general advice on subjects such as welfare benefits, consumer, housing, employment, family, debt and support with gambling problems.
We also have teams of specialist debt, welfare benefits, employment and discrimination advisers who can provide support on an on-going basis.
Aims
  •  To provide the advice people need for the problems they face
  •  To improve the policies and practices that affect people’s lives
Principles
Independent: The service provided by Citizens Advice is completely independent. We are therefore able to offer impartial advice to all clients and to take up any issue with the appropriate authority on behalf of individuals or groups.
Impartial: The service provided by Citizens Advice is impartial. It is open to everybody, irrespective of ability, age, gender, gender identity, race, religion or belief, sexual orientation and social or economic status. Advice and help will be given on any subject without any preconceived attitude on the part of the bureau.
Free: Citizens Advice services are provided free to clients. Each member Bureau, and Citizens Advice, is responsible for operating within the principles of the service and protecting the Citizens Advice brand.
Confidential: Citizens Advice offer confidentiality to enquirers. Nothing learned by a Bureau from enquirers, including the fact of their visits, will be passed on to anyone outside the service without their express permission.
History of Newport Citizens Advice – kindly prepared by our volunteer Mary Walker

The opening of Newport CAB, along with others in Monmouthshire, is recorded in the South Wales Argus on 13th September 1939, and in Monmouthshire Rural Community Council annual report 1939-40.

Some Bureaux had to share premises such as Councillor’s offices, vicarages and the Argus headquarters. Thanks to Newport Corporation, premises, light, heat, telephone and typewriters were provided on a convenient site and 8 Pentonville.

The staff was composed of volunteers with practical knowledge of the questions arising, such as those concerning poor law, delinquency, church, refugees, language etc. Since being at 8 Pentonville, Newport Citizens Advice has been housed at 17a Corn Street (1946-1962 approx.), Corn Exchange, High Street (1964-70); 8 Corn Street – this building was the Monmouthshire Workman’s Hotel erected in 1904, from 1923 being used as Municipal Chambers.

Nowadays, staff formerly housed in Albert Street/Commercial Road have merged with 8 Corn Street, many sessions are conducted at outreach centres and doctors surgeries. Specialist staff are salaried. The old paper-based information has been replaced by computer versions which can be centrally kept up to date. Details of clients are also securely recorded on computer systems.

Advice can be accessed via a central telephone advice-line, detailed online guides as well as at drop-in sessions and appointments.

Newport Citizens Advice Privacy Policy

 

At Citizens Advice we collect and use your personal information to help solve your problems, improve our services and tackle wider issues in society that affect people’s lives.
We only ask for the information we need. We always let you decide what you’re comfortable telling us, explain why we need it and treat it as confidential.
When we record and use your personal information we:
  • only access it when we have a good reason
  • only share what is necessary and relevant
  • don’t sell it to anyone
At times we might use or share your information without your permission. If we do, we’ll always make sure there’s a legal basis for it. This could include situations where we have to use or share your information:
  • to comply with the law – for example, if a court orders us to share information. This is called ‘legal obligation’
  • to protect someone’s life – for example, sharing information with a paramedic if a client was unwell at our office. This is called ‘vital interests’
  • to carry out our legitimate aims and goals as a charity – for example, to create statistics for our national research. This is called ‘legitimate interests’
  • for us to carry out a task where we’re meeting the aims of a public body in the public interest – for example, delivering a government or local authority service. This is called ‘public task’
  • to carry out a contract we have with you – for example, if you’re an employee we might need to store your bank details so we can pay you. This is called ‘contract’
  • to defend our legal rights – for example, sharing information with our legal advisors if there was a complaint that we gave the wrong advice
We handle and store your personal information in line with the law – including the General Data Protection Regulation and the Data Protection Act 2018.
You can check our main Citizens Advice policy for how we handle most of your personal information.
This page covers how we, as your local charity, handle your information locally in our offices.
 
How Newport Citizens Advice collects your data
Newport Citizens Advice collects data in accordance with the policy detailed above.
 
What Newport Citizens Advice ask for
To find out what information we ask for, see our national Citizens Advice privacy policy.

 

How Newport Citizens Advice uses your information
‘To find out how we use your information, see our national Citizens Advice privacy policy’.
 
Working on your behalf
When you give us authority to act on your behalf, for example to help you with a Universal Credit claim, we’ll need to share information with that third party.

 

How Newport Citizens Advice stores your information
In addition to our case management system, Casebook, we may store information relating to individual cases on our local server which is security protected.

 

How Newport Citizens Advice shares your information
This is likely to only be organisations we refer you to, or organisations we send your data to as part of helping with your case. Appropriate consent will always be obtained.
We may share data with funders but this will be anonymised.

 

Contact Newport Citizens Advice about your information
If you have any questions about how your information is collected or used, you can contact our office:
Telephone: 01633 222622
Opening hours Monday to Thursday 9.00am – 5.00pm and Friday 9.00am – 4.30pm
Email: information@newportca.org.uk
You can contact us to:
  • find out what personal information we hold about you
  • correct your information if it’s wrong, out of date or incomplete
  • request we delete your information
  • ask us to limit what we do with your data – for example, ask us not to share it if you haven’t asked us already
  • ask us to give you a copy of the data we hold in a format you can use to transfer it to another service
  • ask us stop using your information
Who’s responsible for looking after your personal information
The national Citizens Advice charity and your local Citizens Advice operate a system called Casebook to keep your personal information safe. This means they’re a ‘joint data controller’ for your personal information that’s stored in our Casebook system.
Each local Citizens Advice is an independent charity, and a member of the national Citizens Advice charity. The Citizens Advice membership agreement also requires that the use of your information complies with data protection law.
You can find out more about your data rights on the Information Commissioner’s website.