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Vision Products - Out of Hours Community Equipment Service

How we use your personal information for Vision Products - Out of Hours Community Equipment Service.

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 for Vision Products – Out of Hours Community Equipment Service] purposes. This information should be read in conjunction with the Council’s corporate privacy notice.

1.    Who we are, what we do.

Vision Products is a supported business that is part of Rhondda Cynon Taf County Borough Council. 

This service provides an Out of Hours service for the urgent provision of equipment, repair and maintenance of specified equipment and support to relocate equipment with service users homes. This service is offered after 5pm and before 8am on working days and 24 Hours on Weekends and Bank Holidays.

This service is limited to certain Partners and specific types or equipment as defined in the relevant agreements in place.

2.    What and whose personal information we hold?

In order to respond to needs of the service user and fulfil the services that we are commissioned for, we will need to process the customer’s name, address, contact details and information relevant to the equipment or services they require to allow the out of hours engineer to arrange a visit to the customer.

 3.    Where does the service get my information from?

Service Users or Family and Carers of service users, will report the issue with the RCT Customer Contact Centre initially. The Customer Services advisor will ask the customer some questions to find out more information regarding the issue that they are experiencing. This information is then passed on to one of the out of hours engineers where necessary.

Alternatively a Referral can be made directly from a social care or health professional who will directly contact the engineer and will pass on the information that they hold on the service user.

4.    What we will do with your personal information?

Once an out of hours engineer has received the details of the works required, the engineer will contact the customer and arrange to visit and undertake the necessary works. 

If this need cannot be met by the in-house team, then this information will be passed to an approved subcontractor for them to undertake the works on our behalf. 

This record of the works undertaken is then recorded via a computer system to maintain a record of action taken.

5.    What is the legal basis for the use of this information?

Data Protection law says that we are allowed to use and share personal information only where we have a proper and lawful reason for doing so.

Our lawful basis for processing personal information when providing aids and equipment is to fulfil our contractual obligations that we have with the health and social care organisations, in order to provide the aids, equipment and services required by the customer.

6.    Does the service share my personal information with any other organisation?

We will on some occasions share your name, address and contact details with a third-party subcontractor if they are required to assist in the maintenance or repair of equipment out of hours, or to provide the service on our behalf if we are unable to do so.

7.    How long will my information be kept?

All records are retained for 7 years for administration purposes.

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. 

Click here for further information on your information rights and how to exercise them. 

9.    Contact us

If you have any concerns or would like to know more about how the service using your personal information please contact us in one of the following ways: 

By email : 

By telephone : 01443 229988 

In writing : 

VISION PRODUCTS, Coedcae Lane Industrial Estate, Pontyclun, Taf Ely, CF72 9GP