Phonehub IO Ltd is a company registered in England and Wales, company number 9568821 with the registered office / postal address: 1-2, The Old Church, St. Matthews Road, Norwich NR1 1SP, United Kingdom.

This privacy policy will explain how our organization uses the personal data we collect from you when you use our service: Prison Video – Secure Video Calls System.


Our website may contain embedded content and links to other websites of interest. However, once you have used these links to leave our site, you should note that we do not have any control over the linked site. Therefore, we cannot be responsible for the protection and privacy of any information which you provide whilst visiting linked sites. You should exercise caution and look at the corresponding data protection or privacy statement applicable to the website in question.

What data do we collect?

Phonehub IO Ltd collects the following data:



Social Contacts

Social contacts (children) and other sub-accounts

We process your personal data in line with the Data Protection Act 2018 and the General Data Protection Regulation (GDPR). The legal basis for processing your personal data is generally:

If the data is a special category of personal data then the legal basis is generally:

How do we collect your data?

You directly provide Phonehub IO Ltd with most of the data we collect. We collect data and process data when you:

Phonehub IO Ltd may also receive your data from the following sources:

How will we use your data?

Phonehub IO Ltd collects your data for the purpose of:

Identification of video call participants

The nature of the prison environment means there are security and public protection risks of all communications between prisoners and the outside world. The prison has processes designed to mitigate these risks, but these require certainty of the identities of the parties on the call to be effective. The Prison Video system therefore uses a variety of data points to identify and verify the identity of the parties on the call.

Prevention of system misuse or abuse

The system collects and analyses a range of data points to protect against misuse of the system and breaches of the terms of use by participants, and to reduce the burden on monitoring staff by automatically flagging potential issues.

Communication with staff and call participants

One of the main challenges of prison telecommunications systems is organising call times that suit the external participant, the prisoner, and the prison regime. Contact information for external parties and staff, and location information for the prisoner, enables all parties to be notified about call times.

Intelligence and law enforcement

Communications footage must be retained in line with Prison Service policy for the management of Prisoner Communications. It is recorded in case it needs to be retained for evidential purposes due to public protection breaches, or other criminal activity.

Automated decisions

In certain situations an automated system may be used to make judgements about activity within calls or biometric comparisons. All such decisions are subject to oversight by a human operator.

How do we share your data?

Phonehub IO Ltd will share not share your data with any third parties with the exception of:

Phonehub IO Ltd will never provide your information to any other organisation for direct marketing purposes. We will not distribute, sell or lease your personal information to third parties unless we have your permission or are required by law to do so.

If you have paid for the service via a credit or debit card, your card details are stored by a valid third party payment provider (PayPal) in order to conform to PCI requirements. User details may also be passed on to our payment provider for fraud prevention purposes.

Other third parties may be used strictly for the purpose of providing the service (such as for sending text notifications). They may be international organisations, outside the United Kingdom.

How do we store your data?

We will retain user data throughout the period of providing you with the service. Phonehub IO Ltd securely stores your data in line with standard data protection practices.

We only retain personal data for as long as is necessary. The timeframes differ depending on the type of personal data being processed and the retention and destruction policies specified by Ministry of Justice.

What are your data protection rights?

Phonehub IO Ltd would like to make sure you are fully aware of all of your data protection rights. Every user is entitled to the following:

We may charge an administration fee for repeated or excessive requests. In addition, it may not be possible to continue offering the service (or it may be temporarily suspended) after personal data is modified.

If you make a request, we have one month to respond to you. If you would like to exercise any of these rights, please contact us at our email:

Call us at: 01666 333760
Or email us:

Or write to our Information Security Manager/Data Protection Officer at:

Information Security Manager
Phonehub IO Ltd
1-2, The Old Church
St. Matthews Road
Norwich NR1 1SP
United Kingdom

You have the right to lodge a complaint with a supervisory authority if you believe your information is not handled according to regulation.

In the UK you can complain to the Information Commissioner's Office:

Using their live chat service, or calling their helpline on 0303 123 1113.

By writing to:

Information Commissioner's Office
Wycliffe House
Water Lane
SK9 5AF.


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Changes to our privacy policy

Phonehub IO Ltd keeps its privacy policy under regular review and places any updates on this web page. This privacy policy was last updated on 18th October 2021.

How to contact us

If you have any questions about Phonehub IO Ltd's privacy policy, the data we hold on you, or you would like to exercise one of your data protection rights, please do not hesitate to contact us.

Email us at:

Call us: 01666 333760

Or write to us at: Phonehub IO Ltd, 1-2, The Old Church, St. Matthews Road, Norwich, NR1 1SP