Customer Services – Privacy Notice
The reasons why we process your data:
- Resolving customer enquiries
- Referring enquiries to relevant service teams to resolve
- General enquiries
- Visitors to Council buildings
- Responding to service requests
- Taking the details of request to access information, services or to signpost
- Staff training and quality monitoring
- Implementing service improvement following customer feedback
- Responding to, and/ or resolving complaints
How we collect your data:
- Emails
- Telephone Calls
- Online
- Letters
- In person
- Voice customer satisfaction survey following phone call
- We may also collect your information from a third party (a chosen representative acting on your behalf)
The lawful basis for processing your data:
- Public task
The type of personal data we process:
- Name
- Address
- Email Address
- Telephone Number
- Financial information
- Payment information
- Date of birth
- Incident details
- General identifiers (e.g. council tax account number)
Special (Sensitive) category data – may be volunteered but not requested:
- Health data
- Medical information
- Family/ lifestyle/ social circumstance
Lawful Basis for Processing Special Categories of Personal Data:
Reasons of substantial public interest (with a basis in law)
Processing of personal data relating to criminal convictions and offences:
Non-applicable
Sharing your data:
- Other internal council service teams for the purpose of processing your query
- Unit4 ERP financial system
- Rostrvm (data storage relating to call recordings)
- Capita (data processor)
Automated decision making:
Non-Applicable
How long we keep your data:
3 years for emails and customer relationship management (CRM) data
6 months for call recordings
1 month for information passed to other council service teams by email during or following a visit to reception
Data passed to other council service teams departments will be held dependent on the specific service request in line with the relevant service team’s retention periods
