Customer Services - Privacy Notice

The purpose for this processing

The personal data you provide is used to enable the Customer and Support team to process your customer service request. This includes passing service requests to the relevant council department and also keeping records of customer contact over time across a range of access channels (e.g. face to face, email, on line forms, telephone etc). This privacy notice covers the Council’s Switchboard, as well as enquiries received by the Customer and Support team relating to Council Tax, Housing Benefit, NNDR, housing and environmental issues.

The information provided will only be processed for the purpose of dealing with your customer enquiry, to provide feedback or obtain further information as required. It will not be processed for any other purpose.

We may collect and use the following information:

• Your name and contact information (including e-mail address) and any other contact details you provide to us
• Records of any correspondence when you contact us, and
• Relevant information to enable us to deal with your enquiry

How will we use the information we hold about you?

The information you provide will be used to:

• Respond to any service requests, feedback or complaints
• Allow access to our services and carry out transactions
• Provide you with information regarding our services
• Signpost you to the relevant organisation if we are unable to assist you directly

We will not try to sell you anything and you will not receive unsolicited telephone calls or mail from us or any third parties as a result of personal data being provided to us.

Legal basis for this processing

Article 6 Lawfulness of Processing (Section 1, (a)):

The data subject has given consent to the processing of his or her personal data for one or more specific purposes.

Article 6 Lawfulness of Processing (Section 1, (b)):

Processing is necessary for the performance of a contract to which the data subject is party or in order to take steps at the request of the data subject prior to entering into a contract.

 Article 6 Lawfulness of processing (Section 1, (c))

Processing is necessary for compliance with a legal obligation to which the controller is subject

Article 6 Lawfulness of Processing (Section 1, (e)):

Processing is necessary for the performance of a task carried out in the public interest or in the exercise of official authority vested in the controller

Article 9 Processing of special categories of personal data (Section 2, (a)):

The data subject has given explicit consent to the processing of those personal data for one or more specified purposes (namely to provide assisted collections),

Applicable legislation includes Environmental Protection Act 1990; Food Safety Act 1990;  Refuse Disposal (Amenity) Act 1978; Housing Acts 1985, 1988, 1996 and 2004, Homelessness Act 2002 and the Homelessness Reduction Act 2017, Commonhold and Leasehold Reform Act 2002

What data we collect about you (fields)?

The amount and type of personal data that the Customer and Support team collects from you when you contact us will depend on:

• why you're contacting us
• how you're contacting or interacting with us
• the service or information you're requesting

This could be for any of the services listed in above or if you contact us when you're:

• requesting information
• applying for a service
• telling us your circumstances have changed
• reporting a problem
• booking a service or an appointment for a service
• making a payment

This may simply mean providing your name and address but for some services we'll need more details.

Sometimes we'll require sensitive personal data or special categories of personal data, for example if you're applying for an assisted waste collection, we may need information about your health.

We'll only ask you for the personal data that's necessary to provide you with the service you're contacting us about.

If you don't provide the personal data requested we may not be able to

• provide you with the information you need
• make the application for a service you require
• notify a service that your circumstances have changed
• report the problem you want to tell us about
• book a the service or make an appointment for the service you require
• make a payment

How long do we keep your personal data?

Personal information is retained in accordance with the Council’s published Corporate Retention Schedule and other legal obligations.

Who do we share it with?

We'll share personal data about you with other council services in order for them to:

• provide you with the information you've requested when the information is not available to the Customer and Support team
• make a decision on your application for the service you've requested
• confirm to you that changes to your personal data have been updated
• respond to the problem you've reported
• prepare for your appointment with the required service

The council services that the Customer and Support team may share your personal data with have their own Privacy Notices.

We may be required or permitted, under data protection legislation, to disclose your personal data without your explicit consent, for example if we have a legal obligation to do so, such as for:

• law enforcement
• fraud investigations
• regulation and licensing
• criminal prosecutions
• court proceedings

We must protect public funds and may use personal data and data matching techniques to detect and prevent fraud, collect taxes and ensure public money is targeted and spent in the most appropriate and cost-effective way. To do this, your personal data may be shared with other bodies responsible for auditing or administering public funds, including the Department for Work and Pensions, HM Revenue and Customer, the Police and other local authorities.

Your personal data will only be shared with someone we know is acting on your behalf when we have your prior consent to do this.

Where do we get it from?

Individuals themselves (Data subjects) and relevant third parties.

If automated decision making applies to this processing

No automated decision making applies to this process.