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Privacy in email communication

This page explains what information may be relevant when emailing a question, what to leave out and how to ask about an earlier message.

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Choose information before sending

When you email [email protected], your sender address, subject, message and any attachments form part of that communication. Include only what your question needs.

Email address

The address you use to receive a reply is visible in the message. Use an address under your own control where possible.

Subject line

Summarise the kind of question. Avoid personal identification details in the subject.

Message text

Include the page address, relevant passage and what you want to understand. Unrelated personal background is unnecessary.

Attachments

Hide other names, addresses, codes and personal notifications in an image. Keep only the area needed to explain the issue.

Secret information

Do not send passwords, OTPs, full card numbers or identity documents. General page questions do not require them.

Your choice

You can read the published pages without sending an email. Consider whether a sensitive question can first be phrased without personal details.

Sign out of email when you finish using a shared device.

Questions or corrections about information

If information in an earlier message was wrong, describe the correction in the same conversation. Identify the information concerned instead of sending additional unnecessary documents.

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Email and personal information in detail

Sharing less information in ordinary communication helps reduce accidental disclosure. This guidance is particularly relevant to message text and attachments.

Keep the purpose of a message focused

If a sentence on a page is unclear, that sentence and your question may be enough. Sending a full identity document, account history or financial record can disclose information unrelated to the question.

Before attaching an image, check surrounding notifications, other conversations and personal names as well as the central area. Crop to the relevant section and conceal sensitive information where needed.

Corrections and control of your own copies

To request a correction, explanation of use or deletion concerning an earlier email, identify its subject and approximate sending time. Do not resend the same secret information merely to explain your request.

A copy of your sent message may remain with your own email provider. Manage its retention, deletion and shared-device access through that provider's settings; this page does not replace those controls.

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