Customer services organisation

  1. Summary

    This privacy notice explains what personal information is collected, what it is used for and who it is provided to. It also describes why we require your data, and the legal basis on which we do this.

    This privacy notice relates to the Customer Services Organisation, provides additional information that specifically relates to this particular service, and should be read together with our general privacy notice, which provides more detail.

  2. What personal information does this service use?

    Whenever you get in touch with us in person, by phone or online, we'll usually need your basic contact details:

    • name
    • address
    • telephone number
    • email address
    • and, where necessary, verification details, together with enough information about your enquiry to be able to help you quickly and effectively.

    Sometimes we may ask for more sensitive personal details about you such as race or ethnic origin, age, sex and sexual orientation (known as Special Categories of Personal Data) but only when needed in connection with the service we are providing.

    We'll also sometimes ask for more sensitive personal details about you such as race or ethnic origin, age, sex and sexual orientation for equalities monitoring purposes.

    It's always optional for you to provide this information but it's very useful for us to make sure we're reaching and responding to all sectors of the community, inclusive of ethnicity, age and disability.

    In some cases, it is also important for us to know, for example, if you have a disability or language issue as this may influence the way our services need to be delivered to meet your needs.

  3. What is your personal information used for?

    We use your personal data to provide you with services. We may ask for your feedback on the service you have received at the end of your contact with us so we can monitor our performance, improve quality and plan for future services. 

  4. What is the lawful basis we are relying on?

    We collect and use this information to perform our public tasks (Art 6(1)(e) of the UK General Data Protection Regulation (‘UK GDPR’)).
    We collect and use special category personal information for reasons of substantial public interest based upon the law (Art 9(2)(a) of the UK GDPR).
    Where we collect information for equality monitoring purposes this is to fulfil our legal obligation to monitor equality and diversity of our services.

  5. Where has the personal information come from?

    The majority of personal information will be provided by you. We sometimes receive information from third parties.

  6. Who will we share your personal information with?

    Your information is only shared on a need to know basis in order to provide a good, timely service for you. Your information will not be further shared unless we are allowed to do so by law.

    In no circumstances will your personal details be shared with external third parties for marketing or other commercial purposes.

  7. How long will we keep your information?

    Our retention schedule sets out how long we keep personal information for.

  8. Your personal information and your rights

    You can find out more about your rights regarding the personal information used for this service. Your rights apply to the information held by the Council as a data controller, and the information we hold on behalf of the other data controllers.

  9. Contacting us about your data and updates

    If you have any questions or concerns about how we use your personal information, please contact the Council’s Data Protection Officer.

    You also have the right to complain to the Information Commissioner’s Office if you're unhappy about how we process your information.

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