Customer services privacy notice - Privacy notices

Customer Services provide telephone and face to face services for the council. Undertaking this work means we must collect data and use personal information about the people we provide services for and keep a record of those interactions.

To provide customer services to you, it is necessary for us to collect and hold personal information about you. This information will include:

• Name, address, telephone number, email address, property address
• Contact we have had with you, such as previous communications
• Identifying details, including date of birth

The information provided will be used to process your requests for services provided by the council.

We will register or update your details on the council's customer relationship management system to enable us to process your request.

Telephone calls are recorded, and the council has a separate Telephone call recording privacy notice, once calls are transferred to other service areas, or during payments, recording ceases.

All personal data held, is processed in accordance with data protection law. The data controller for the information outlined in this privacy notice is Herefordshire Council.

We will collect information about you to:

• Deliver services you have requested from us
• Update our records
• Contact you by post, email, telephone about your requirements
• Make sure we meet our statutory obligations including those relating to diversity and equalities
• Undertake statutory functions
• Prevent and detect fraud
• Legal claims
• Complaints and disputes
• Provide services in an efficient and effective way

The legal basis for processing the data is:

• Your consent, which you can withdraw at any time by notifying us
• To exercise official authority and powers set out in law, or to perform a specific task in public interest that is set out in law

We may share your information with partner organisations, including:

• Hoople - personal data - to ensure maintenance of systems
• Balfour Beatty - personal data - to respond to customer queries
• Granicus via the CRM system - personal data - to maintain accurate customer records
• FCC Environment - personal data - for delivery of the waste service

We will not normally share your information with organisations other than our partner organisations without your consent, however, there may be certain circumstances where we would share without consent such as where we are required to do so by law, to safeguard public safety, and in risk of harm or emergency situations.

Any information which is shared will only be shared on a need-to-know basis, with appropriate individuals. Only the minimum information for the purpose will be shared.

We will only keep your information for the minimum period necessary.

Your data is kept in accordance with our retention schedule.

All information will be held securely and destroyed under confidential conditions.

You have a number of rights under data protection law, including the right to request your information and to request that the information is amended or erased if incorrect.

To request your records, you will need to put your request in writing and provide proof of identification to the Information Governance Team, Herefordshire Council, Plough Lane, Hereford HR4 0LE or email informationgovernance@herefordshire.gov.uk

You also have a right to make a complaint about our handling of your personal data to the Information Commissioner's Office.

If you have any questions or concerns about how your information is used, please contact Customer Services in the first instance.

You can also contact the Data Protection Officer, at Herefordshire Council, Plough Lane, Hereford HR4 0LE, email informationgovernance@herefordshire.gov.uk

You can find more information about data protection and how it applies to you on the Information Commissioner's Office website.

• Hereford Customer Services page
• Our customer service standards section