How we use your personal information in the Customer Feedback Department
The Council provides services for local communities and the people who live in them. Undertaking this work means that we must collect and use information about the people we provide services to and keep a record of those services. Because we collect and use personal information about individuals we must make sure that they know what we intend to do with their information and who it may be shared with.
We have summarised in this privacy notice some of the key ways in which we use your personal information in our capacity of the Customer Feedback Department of the Council. This information should be read in conjunction with the Council’s corporate privacy notice.
1. Who we are, what we do.
All customer feedback is encouraged to inform service improvement, raise the profile and reputation of the Council, and develop more responsive ways of working that puts the customer at the heart of everything we do.
How the Council handles and responds to the feedback (complaints, compliments and comments) is a key indicator of success and we are committed to:
- using customer feedback to improve the quality of our services
- improving our relationships with our customers
- identifying our failures and resolving them reasonably and quickly
- monitoring and identifying complaints trends to inform and improve service delivery
- ensuring our customers and employees are aware of and can access our Customer Feedback Scheme
2. What and whose personal information we hold?
When you contact us by phone, letter, email or through the Council’s website we may need to collect personal information about you or your family so that the appropriate service can be provided. The information we require from you may include personal information, such as:
- First name
- Family name or surname
- Telephone numbers
- Email address
- IP Address (if using our website)
On occasion, depending on the nature of the feedback, we may process special category information which could include health information and biometric information, which could include CCTV footage and photographs.
3. Where does the service get my information from?
The information comes from a variety of sources, but in most cases the information comes from you. Sometimes other people or organisations provide personal information by making a complaint or submitting information on behalf of someone else for example an elected representative such as a MP, AM or Councillor.
4. What we will do with your personal information?
Your personal information will be shared with the relevant service department(s) you refer to in your feedback in order for that department(s) to investigate (if necessary) and respond accordingly.
5. What is the legal basis for the use of this information?
The legal basis for the use of this information is that it is the Council’s public task to respond, in accordance with its Customer Feedback Scheme Policy, to complaints, comments and compliments submitted to it.
Depending on the nature of the feedback, we may also need to process your personal information to satisfy a legal obligation, for example if there is a health and safety or safeguarding concern.
6. Does the service share my personal information with any other organisation?
If we are required to, we will only share your information with internal departments in order to obtain the required information to enable your request to be responded to.
If you refer any complaint you have submitted to the Public Services Ombudsman For Wales for investigation they may contact us to obtain further information in relation to any such complaint. We would release such information on the basis you have requested they investigate the matter on your behalf.
7. How long will my information be kept?
We will not keep your personal information any longer than is necessary and we will only keep your personal information for as long as we need it. The time we keep your information depends on the nature of the information.
8. Your information, your rights
The General Data Protection Regulation (GDPR) gives you important rights, including the right to access the personal information the services hold about you.
View further details on your information rights and how to exercise them.
9. Contact us
If you have any concerns or would like to know more about our use of personal information, please contact us in one of the following ways:
By post : Rhondda Cynon Taf County Borough Council, Bronwydd, Porth, CF39 9DL
Email : email@example.com
Tel : 01443 425005