Privacy notice relating to how we use call recording at Rhondda Cynon Taf County Borough Council
Introduction
This privacy notice explains how Rhondda Cynon Taf County Borough Council (referred to as ‘RCTCBC’, ‘Council’, or ‘we’) uses call recording to help deliver our services and keep people safe.
We record calls made to certain Council telephone lines to support staff training, improve service quality, and protect both callers and employees.
Calls to the following numbers are recorded:
- 01443 425001 – Environmental Services
- 01443 425002 – Council Tax, Business Rates and Benefits
- 01443 425003 – Community & Children’s Services
- 01443 425004 – Planning
- 01443 425005 – General Enquiries
- 01443 425011 – Emergency Response
- 01443 425014 – Consultation Line
- 01443 425025 – Santa Appeal
- Lifeline Emergency Alarm
When you call one of these numbers, you will hear an automated message at the start of the call letting you know that the conversation is being recorded.
Calls are not recorded when:
- You are making a payment (recording is paused)
- Your call is transferred to another department (recording stops at the point of transfer)
If you prefer not to have your call recorded, you can contact us in another way. Visit our Contact Us page for alternative options.
This notice should be read alongside:
The Data Controller
Rhondda Cynon Taf County Borough Council is the data controller for any personal data recorded during calls to our contact centre.
We are registered with the Information Commissioner’s Office (ICO) under reference Z4870100.
Queries about this privacy notice
If you have any questions about this privacy notice or how your personal data is used when you call us, please contact our Customer Services team:
Whose personal data we process
We will record personal data from anyone who contacts the Council through the telephone numbers listed above. This includes:
- Members of the public
- Service users
- Representatives calling on someone’s behalf
- Residents or customers making an enquiry or request
The categories of personal data we process
When you call us, we will record the personal information you share during the conversation. This may include:
- Your name and contact details (such as address, phone number or email)
- Personal identifiers (such as date of birth, National Insurance number, or reference number)
- Financial information (such as income details, if relevant to your enquiry)
- Health-related information (if shared as part of your call)Details of your enquiry or issue
- Any other information you choose to provide during the call
Why we process the personal data
We record calls to help us deliver better services and ensure the safety of both callers and staff. Recordings may be used to:
- Investigate and resolve queries, complaints or disputes
- Detect and prevent crime, such as fraud
- Support staff training and development
- Support and invetigatecomplaints about staff conduct
- Protect staff from abusive or threatening behaviour
- Protect the Council in the event of a legal claim or investigation
- Monitor and improve the quality of our services
Recordings are only accessed when necessary and are handled securely in line with data protection laws.
Our lawful basis for processing the personal data
The lawful basis we rely on will depend on the nature of your call and the reason for recording. In most cases, we rely on the following:
- Article 6(1)(e) – Public Task
We process personal data as part of our official duties to deliver public services and respond to enquiries.
- Article 6(1)(c) – Legal Obligation
We may process personal data to meet legal duties, such as safeguarding, fraud prevention, or responding to formal complaints.
- Article 6(1)(f) – Legitimate Interests
In some cases, we may rely on our legitimate interests to protect staff, investigate complaints, or improve service quality, where this does not conflict with your rights and freedoms.
- Article 9(2)(g) – Substantial Public Interest
If you share sensitive information (such as health details), we may process it where necessary for reasons of substantial public interest, in line with UK law and appropriate safeguards.
Who or where we get the personal data from
We collect personal data directly from you, or from someone calling on your behalf, when you contact us by phone.
The information we record is based on what you choose to share with us during the call.
Who we share personal data with
Call recordings are not routinely shared outside of the Council.
Recordings may be accessed by relevant Council services and authorised staff, but only where necessary to carry out one of the purposes listed above.
In rare cases, we may share information from a call recording with an external organisation, but only where it is lawful and necessary to do so.
All access and sharing is carried out in line with data protection laws and Council policies.
Data Processors
We use trusted companies to help us provide and support the systems we use to record and store calls. These companies are known as data processors.
They only process your personal data under our instruction and are not allowed to use it for their own purposes. They must keep your data secure and confidential.
They do not listen to your calls or access the content of any recordings.
How long we retain the personal data
We keep call recordings for 13 months from the date of the call.
In some cases, we may need to keep a recording for longer, for example, if it is being used as evidence in a fraud investigation or legal case.
Your data protection rights
Under the UK General Data Protection Regulation (UK GDPR), you have important rights over your personal data. This includes the right to access any personal data the Council holds about you, including information captured in call recordings.
You can find more information about your rights and how to use them on our website: Your Information Rights – Rhondda Cynon Taf Council
Your right to make a data protection complaint to the Council
If you’re concerned about how your personal data has been handled in relation to call recording, you have the right to raise a complaint with the Council.
We recommend contacting Customer Services first, as many issues can be resolved quickly and informally:
By email : CustomerServices@rctcbc.gov.uk
By telephone : 01443 425005
Post : RCTCBC, Customer Services, Ty Elai, Williamstown, RCT, CF40 1NY
If you’re not satisfied or would prefer to raise a formal complaint, you can do so through the Council’s Customer Feedback Scheme: Make a comment, compliment or complaint online)
You can also contact the Council’s Data Protection Officer at:
Information.management@rctcbc.gov.uk
Your right to make a data protection complaint to the ICO
If you’re not satisfied with how we’ve handled your personal data, including anything related to call recording, you also have the right to complain to the Information Commissioner’s Office (ICO). We encourage you to contact us first so we can try to resolve your concern.
You can contact the ICO at:
- Address: Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF
- Helpline number: 0303 123 1113
- Website: https://www.ico.org.uk