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Privacy Notice - Customer Resolution Centre Contact Record

Please read the following Privacy Notice carefully.

Last revision date: 03.08.2023

Why are we collecting your data?

Basildon Borough Council needs to collect your personal information for the purpose of maintaining accurate contact details for use by the Customer Resolution Centre and other service areas who may need to contact you to assist with an enquiry, service request, application, or problem. Contact details may also be used to help identify you or your account by automated systems when contacting as a means of reducing potential fraud or identity theft and enable Council staff to assist you more efficiently.

Information Collected

  • Name
  • Postal Address
  • Phone - landline and and/or mobile
  • Email address

The purpose of collecting these details is for Basildon Borough Council:

  • To maintain an accurate record of your main contact details in a centralised location.
  • To help reduce identity fraud.
  • To help auto-recognition (e.g., Caller Identification) pre-load your account details where applicable for validation and security checks as appropriate

The data is collected through:

  • Emails
  • Post
  • Phone
  • Online contact form
  • Portals

The basis for the processing

For Personal Data (any information related to a natural person or 'Data Subject' that can be used to directly or indirectly identify the person. For example an email address, telephone number or IP address (when linked with an identifier):

  • Public Task - The Customer Resolution Centre needs this data for officers to investigate and respond to queries where it has not been possible to sign-post you to appropriate online content, forms, portals, or other service areas automatically. The data is needed so Officers can maintain accurate contact information which can be shared interdepartmentally wherein to do so is necessary to progress your service enquiry, application, or reason for contact or where the Council has a legal responsibility to do so.

Who your information will be shared with

  • We have arrangements with different Information Technology (IT) (Internet) providers who support the Council's IT systems and services, therefore these suppliers may see your information. Where we have these arrangements there is always a contract with them to ensure they protect your information.
  • Basildon Council Customer Resolution Centre (Basildon Council department that helps you with your queries)
  • Any other service area within Basildon Council wherein it is necessary for the purposes of investigating, resolving, or responding to your enquiry, or when another service area has responsibility for the subject matter.

We will never sell your data, however it will be shared with third parties to:

  • Comply with legal obligations and legislative requirements
  • Help business partners, suppliers and sub-contractors to deliver any contract we enter with them or you
  • To help if there is need of any professional or legal advice on a matter relating to you
  • To help prevent fraud and/or tackle crime
  • To improve and optimise the performance of our services

Provide accurate information

We need to have the correct information about you so that we can deliver proper services. If any of your details change, you need to tell us as soon as possible so that we can update your records.

We will not:

  • Use your information for marketing or sales purposes without your prior permission (explicit consent)
  • Send or store your information in another country (abroad) unless it meets the requirements of the Data Protection regulations

How long will we hold your data for?

We will retain your personal data for as long as necessary for the purposes already set out above, or for as long as it is required by law.

Please note that we cannot delete your information where:

  • We are required to retain it by law
  • It is used for freedom of expression
  • It is in the public interest or processed for public health purposes
  • It is needed for scientific or historical research, or statistical purposes
  • It is necessary for ongoing legal claims

Your rights

You have the right to see your personal information we hold about you. This is called Subject Access Request. Any access requests are free of charge.
If the information we hold about you is not correct (inaccurate), you have a right to have this corrected and you have the right to request completion of incomplete information.

You have the right to ask us to erase your personal information in certain circumstances ('right to be forgotten'). This may not be possible if you are still receiving the service.

You have the right to ask us to limit the amount of information we are processing about you (restrict processing), in certain circumstances. Where possible, we will seek to comply with your request, but we may need to hold or process information to comply with the law (legal requirement).

You can make any of these requests by:

The Data Protection Officer
Basildon Borough Council
Basildon Centre,
St. Martin's Square,
Basildon
SS14 1DL.

 

If you have a complaint, contact the Customer Resolution Centre in the first instance. If the Customer Resolution Centre are not able to address your concern or you are not satisfied, please contact our Data Protection team using any of the contact details above.

If you are still concerned or dissatisfied about the way your concerns have been handled after contacting our Data Protection team, you can complain to the Information Commissioner's Office, by:

Information Commissioner's Office
Wycliffe House
Water Lane
Wilmslow
Cheshire SK9 5AF

Further independent advice about data protection, privacy and data sharing issues is available from the Information Commissioner's Office, see: