Rules, confidentiality and quality in administration

As an administrative employee you handle information about people and businesses every day. With that access comes responsibility. You must know the main rules so you treat information correctly and citizens or customers with respect.

Personal information — names, addresses, CPR numbers, health, finances — is protected. You may only use it for what it was collected for and only share it with someone who has a work-related need. Sensitive information such as health requires extra caution. Never leave personal data where unauthorised people can see it.

Especially in the public sector and e.g. in law firms you have a duty of confidentiality. This means you cannot tell others about people's or customers' affairs – not even family and friends. The duty of confidentiality applies even after you change jobs.

In administration, cases must be treated correctly and uniformly. Citizens have the right to have their case treated objectively, to be heard and to complain. Your role is to ensure that procedures are followed, that documentation is in order, and that deadlines are met.

• 01Double-check figures, dates and names before you send
• 02Follow the procedures that apply to your workplace
• 03Document so a colleague can take over the case
• 04Speak up if you are asked to do something that is not correct

“In administration it is the small details that determine whether the citizen feels fairly treated — or let down.”