Tyne Theatre & Opera House Ltd is committed to protecting your privacy and data. We will use the information that we collect about you in accordance with the General Data Protection Regulation 2018 and the Privacy and Electronic Communications Regulations 2003.
The Tyne Theatre & Opera House Ltd manages the Tyne Theatre & Opera House and is a registered charity. We receive no ongoing revenue funding. Our income comes from ticket sales, F&B sales, occasional grant funding and individual donations.
Tyne Theatre & Opera House Preservation Trust own the building and is an independent Charity Registered in England and Wales number 1120746. Tyne Theatre & Opera House Ltd. is a private limited company registered in England and Wales number 09330825.
We aim to be clear when we collect your data and not do anything you wouldn’t reasonably expect. Developing a better understanding of our customers and supporters through their personal data allows us to make better decisions about shows and programming, fundraise more efficiently and, ultimately, helps us to reach our goal of restoring and maintaining our unique Grade 1 listed building. This privacy policy sets out the ways in which we use your data and how you can hold us accountable for that.
You give us your information when you buy a ticket over the counter, by phone or online via our website; by signing up for one of our other events or workshops; by updating your preferences on our website; by making a donation; or by communicating with us. We also keep your details when you sign up to receive emails from us. We may also note any access requirements in your customer record, along with your needs whilst in one of our venues, to ensure you can book appropriate seats and have a comfortable visit with us.
The information we hold about you may include:
Your name
Postal address
Telephone number
Email address
Ticketing history
Billing information
Donation history
Your preferences for how we communicate with you about our activities
Information that is available publicly
We maintain a record of your transaction history, but we never store your payment card number (although we may keep a note of the last four digits to help us identify transactions).
We keep a record of the emails we send you, and we may track whether you receive or open them so we can make sure we are sending you the most relevant information.
We may then track any subsequent actions online, such as buying a ticket. See our Cookie policy for more details.
If there is any important change to your booking we will contact you. This information, alongside your purchase and/or donation history, is used to select and inform you of other relevant events or activities we think may be of interest to you, as well as opportunities to support our work as an Arts Charity.
We use your data to:
• Provide you with the show tickets or respond to information you have asked for
• Contact you if there are any important changes to your booking
• Administer your ticket sale or donation, including processing gift aid
• Keep a record of your relationship with us
• Ensure we know how you prefer to be contacted
• Occasionally undertake customer research to help us understand how we can improve our services or information
• Tell you about changes in our services or new services, events offers, and opportunities to support us that we think you’ll find of interest
• Analyse your personal information to create a profile of your interests and preferences so that we can contact you with information most relevant to you
• We may also share data with online engines such as Google, Facebook and other third parties to help us identify prospective customers who are similar to our audiences, target the adverts that we serve, and ensure they are relevant to new and existing customers. However, we will only do so if we are satisfied that your personal data is secure and will not be used for any other purpose. The personal data shared for these purposes is pseudonymised to protect it.
If you do not want to receive information by post or email about events, offers, our fundraising activities or customer research, you have the option to change any of your contact preferences at any time by logging into your account online, or by contacting our staff with details at the end of this policy.
We may combine information you provide to us with information available from external sources in order to gain a better understanding of our audiences and visitors.
We use profiling and segmentation to ensure communications are relevant and timely, and to provide an improved experience to our customers and supporters.
When building a profile we may analyse geographic, demographic and other information relating to you in order to better understand your interests and preferences in order to contact you with the most relevant communications.
We will not share any of your personal details with any other third parties without your agreement, unless required in order to fulfil our contract with you, or allowed by law. In general, the third-party providers used by us to fulfil our contract with you will only collect, use and disclose your information to the extent necessary to allow them to perform the services they provide to us. These providers include our Ticketing System provider (Spektrix), email distribution service and mailing house. We have agreements in place with each to ensure that your data is secure at all times, and cannot be accessed or used for any other purpose.
We may share personal information with other organisations. This assists with reporting to funders and strategic planning, helping us to make better business decisions. Your personal data is never sold on to any other agencies or companies.
Unless you ask us not to, we will tell you about shows, concerts, priority booking and opportunities to support us. Occasionally, we may include information in these
communications from partner organisations or organisations who support us. You can opt out from these communications at any time – every email, post or SMS sent to you will tell you how to do this.
If you have opted out of marketing or fundraising communications, we may still get in touch with you regarding your booking. For example we may email you to give you important information about the show you’ve booked for with any changes that effect you.
Your personal data will be held and processed on Tyne Theatre & Opera House’s systems. Where possible we aim to keep a single record for each customer.
Your data is always held securely. Access to customer information is strictly controlled. It is held in the UK and the processes are EU compliant.
We may need to disclose your details if required to the police, regulatory bodies or legal advisors.
Sometimes we ask you to provide sensitive information, for example when you apply to the Access Membership Scheme, or book for certain workshops or when you apply for a job. As with all the personal information we hold, sensitive information is held securely and restricted to those who need to use it. We will delete information when we no longer need it.
If you wish to make a Subject Access Request, please email us at [email protected] with “SAR” as the title. We will try to respond to all legitimate requests within 30 days. Occasionally it may take us longer if your request is particularly complex or if you have made a number of requests. We will require specific details and proof of identification. This is a free service though we reserve the right to charge for reasonable administrative costs if your request is clearly unfounded, repetitive or excessive.
We may change this Privacy Policy from time to time. If we make any significant changes in the way we treat your personal information we will make this clear on our website or by contacting you directly.
You have the following rights related to your personal data:
• The right to request a copy of personal information held about you
• The right to request that inaccuracies be corrected
• The right to request us to stop processing your personal data
• The right to lodge a complaint with the Information Commissioner’s Office or Fundraising Regulator
Please contact us if you have any questions about Your Data Promise, or wish to be removed from any communications or data processing activities:
• Email us on: [email protected]
• Or write to us: FAO SAR Team, Tyne Theatre & Opera House, 117 Westgate Road, Newcastle upon Tyne
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When we provide services, we want to make them easy, useful and reliable. This sometimes involves placing small amounts of information on your device, for example, computer or mobile phone. These include small files known as cookies. They cannot be used to identify you personally.
These pieces of information are used to improve services for you through, for example:
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We use Google Analytics to collect information about how people use this site. We do this to make sure it’s meeting its users’ needs and to understand how we could do it better. We also collect information through Meta (Facebook, Instagram) if you engage with our posts.
Cookies for measuring website usage
Google Analytics stores information about what pages you visit, how long you are on the site, how you got here and what you click on. We do not collect or store your personal information (e.g. your name or address) so this information cannot be used to identify who you are. We do not allow Google to use or share our analytics data.
Google Analytics stores information about what pages you visit, how long you are on the site, how you got here and what you click on. We do not collect or store your personal information (e.g. your name or address) so this information cannot be used to identify who you are. We do not allow Google to use or share our analytics data.
Users may opt out of providing anonymous data to Google Analytics at any time by following instructions at https://tools.google.com/dlpage/gaoptout
Our website utilizes the Conversion Tracking Pixel service of Facebook Inc., 1601 S. California Ave., Palo Alto, CA 94304, USA (“Facebook”). This tool allows us to follow the actions of users after they are redirected to a provider’s website by clicking on a Facebook advertisement. We are thus able to record the efficacy of Facebook advertisements for statistical and market research purposes. The collected data remain anonymous. This means that we cannot see the personal data of any individual user. However, the collected data are saved and processed by Facebook. We are informing you on this matter according to our information at this time. Facebook is able to connect the data with your Facebook account and use the data for their own advertising purposes, in accordance with Facebook’s Data Use Policy. Facebook Conversion Tracking also allows Facebook and its partners to show you advertisements on and outside Facebook. In addition, a cookie will be saved onto your computer for these purposes. Only users over 13 years of age may give their permission. If you are younger than this age, please consult your legal guardians.
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