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Customer Services Privacy Notice

Details of what information we collect from you, what we do with it and who it might be shared with

What information do we collect from you?

Information like your name, address, email address or telephone number.  Sometimes we collect other information you may feel is sensitive to you. This might be financial, employment or health information, for example.

If you visit the Gateway we may also capture CCTV images of you.

If you contact us with an enquiry we may keep a record of that enquiry such as a recording of a telephone call or transcript from your web chat session.

Why do we collect this information?

To handle enquiries from you and provide services to you and other residents in the Borough.  Some of these services we are required to provide by law.  For us to do this, you must provide your personal information to us.

Other services we provide because it is in the wider public interest to do so. If you do not give us your personal information, we may be unable to provide these services to you.

For some services we provide we need your consent.  You can tell us to stop using your information at any time. But we may have to stop providing the service to you.

Who might we share your information with?

Our software providers will store your information, but only on our instructions. They won’t use it for any other reasons, and they have to look after it in the same way we would. You can view their privacy information here:

abavus.co.uk/

www.whoson.com/product/security/

mitel.co.uk/policies

www.cyberkix.info/

Where you request a referral to an agency or one of our partner services, they will also use your information. They may use it for their own reasons that are different to ours, but they still have to look after it in the same way. For a list of these organisations you can contact our Data Protection Officer (see below).

If you visit our customer services staff at the Weald Information Centre, Cranbrook and Sissinghurst Parish Council may capture CCTV images of you. They may use these for their own reasons that are different to ours, but they still have to look after it in the same way.  You can view their privacy information here:

https://cranbrookandsissinghurstpc.co.uk/cranbrook-and-sissinghurst-pc/

If you telephone us outside of our opening hours, our contractors Medway Commercial Group will also use your information, but only on our instructions. They won’t use it for any other reasons, and they have to look after it in the same way we would. You can view their privacy information here:

http://mcgsolutions.co.uk/privacy-policy//

What do we do with your information?

We use it to handle your customer enquiry.  We may also use some of your information, such as telephone recordings, web chat transcripts or CCTV images for:

  • Training our staff
  • Improving our services
  • Investigating complaints made against the Council
  • Prevention and detection of crime, including fraud
  • Employee safety and wellbeing

We won't use it for any other purposes without your consent, or without telling you first.

Sometimes we have to give it to other authorities, organisations or people. This would be for the prevention or detection of crime, or because of legal matters, for example. We don't need your consent to do this, but if we can, we'll let you know if we've passed your information on.

How long to we keep hold of your information?

For as long as we need it. Once we no longer need it, we will keep it for a set period (a retention period) but not use it. When the retention period expires we will delete your information from our records.

You can view our Retention Schedule at here.

How can I access the information you hold about me, find out further information on privacy rights, or raise a concern?

Email the Data Protection Officer at dataprotection@tunbridgewells.gov.uk.

Other ways to contact

01892 554077

The Data Protection Officer,
Tunbridge Wells Borough Council
Room 110,
Town Hall,
Royal Tunbridge Wells, Kent
TN1 1RS

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