Customer fulfilment centre and back office call queues privacy notice

Identify and contact details of the Data Protection Officer

Nayana George IGTeam@reading.gov.uk

This privacy notice explains how and for what purposes we process out call recordings

It applies to incoming and outgoing calls from the Council’s Customer Fulfilment Centre and Back Office Call Queues.

The purpose of this policy is to ensure that our call recording processes and procedures are compliant with the Data Protection Act (DPA) / General Data Protection Regulations (GDPR) legislation, including retention periods and the reasons for recording.

All customers are advised as part of the corporate welcome message that calls are recorded.

What personal data is processed?

Details about you, for example:

• Name, address, date of birth and nationality, marital status, sex/gender
• Unique identifiers (such as your NI number)
• Other information that you give to us to help us contact you (such as email address, phone number)
• Previous or any redirected address
• The other occupants in your home and your relationship to them
• Children’s details
• Safeguarding concerns
• Date of death and personal details of surviving relatives
• Income from employment and self-employment
• Unearned income, including DWP benefits
• Bank account details – (We do not record payment details) – Excluding account and sort code numbers
• Ownership of property
• Student status
• Tenancy, including Joint tenancy and rental fees
• Landlord’s name and address
• Type of accommodation being rented
• Details of any care, support or supervision provided
• Family, associates and representatives of the person whose personal data we are processing Whether you permit us to discuss your claim with someone else
• Special category data:
  • Racial or ethnicity
  • Nationality/ Immigration status
  • Religion
  • Disability
  • Trade Union membership
  • Any health-related information
  • Data concerning a personal sexual orientation

How will the data be stored?

Stored securely in the Cloud within the EU.

What is the legal basis for the collection, use and storage of the data?

We rely on the following as the lawful bases on which we collect and use your personal data:

Lawful Basis: UK GDPR Article 6(1)(e) Public Task with a clear basis in law.

Special Category Information will be processed under UK GDPR Article 9 (g) Reasons of substantial public interest (with a basis in law).

Give details of how long the data will be stored and the criteria used to determine this

Call recordings will be retained for 13 Months for all contact centres in the Council for the purposes of training/service improvement, complaint/dispute resolution, help protect staff from abusive or nuisance calls and any other statutory requirements.

Voicemails (including their transcripts) may be retained from the date of the call for up to 30 days. 

Who will it be shared with and for what purpose?

Internal Teams who can assist with/process your enquiry and carry out business as usual functions.

Internal Teams for purpose of carrying out functions set out in section 6 above.

Police, health and emergency services for law enforcement, public health and safeguarding.

Other partner agencies if/when required, such as private voluntary organisations and regulatory bodies.

Any other agency where appropriate lawful basis exists under (UK) GDPR.

How can the service user gain access to it?

Subject Access Request can be made by following the link: www.reading.gov.uk/dataprotection

State whether any data is to be transferred outside the EEA

No

Is processing based on consent?

No, processing is carried out under the Council’s Public Task Lawful Basis (see above)

What other rights does the service user have?

Under data protection law, you have rights including:

Your right of access – You have the right to ask us for copies of your personal information.

Your right to rectification – You have the right to ask us to rectify personal information you think is inaccurate. You also have the right to ask us to complete information you think is incomplete.

Your right to erasure – You have the right to ask us to erase your personal information in certain circumstances.

Your right to restriction of processing – You have the right to ask us to restrict the processing of your personal information in certain circumstances.

Your right to object to processing – You have the right to object to the processing of your personal information in certain circumstances.

Your right to data portability – You have the right to ask that we transfer the personal information you gave us to another organisation, or to you, in certain circumstances.

You have a right to complain to the Information Commissioner’s Office (ICO) if you are unhappy with how your personal information has been handled by RBC. They can be contacted at: Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF

Helpline number: 0303 123 1113

ICO Website: https://www.ico.org.uk

State if there will be any automated decision making

No