How we use your personal information when you contact Customer Services

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 when you make contact with the Council.  

1.    Who we are, what we do.

Customer Services is the ‘Front Door’ to the Council, including a 24/7 Contact Centre, Face to Face and online services via www.rctcbc.gov.uk and the RCT Council App.

 

To find out more on how you can access Customer Services go to http://www.rctcbc.gov.uk/contactus where you will also find our Customer Charter.

 

www.rctcbc.gov.uk offers information and advice on all Council Services and also allows Customers to apply, book, pay, report and request services.  Please refer to the Corporate Privacy Notice for details on how we handle personal information captured via our Website

 

 2.    What and whose personal information we hold?

Where customers choose to interact with the Contact Centre or the One4aLL Centres we record personal data that may be shared with the relevant service area/and wider organisations if necessary in order for us to deal with the request.

 

The type of information that we record will vary depending on the enquiry type but typically includes:

 

  •   Contact detail such as name, address, telephone number, property and email addresses

  •   Identifying details, including date of birth and national insurance number.

  •   Financial information, including employment, income, bank account details.

  •   Family information including names, addresses, telephone numbers, ages, dependents, marital status.

  •   Information about the subject matters health and medical details.

All calls to the Contact Centre (please refer to: www.rctcbc.gov.uk/contactus) are recorded in their entirety, with the exception of:

 

  •    Calls where payments are made (call recording is automatically terminated whilst payment details are taken)

  •   Calls that leave the centre, i.e. transferred internally to departments as recording ceases at the point of transfer. 

Where you have provided us with personal data about other individuals, such as family members, dependents, please ensure that those individuals are aware of the information contained within this notice.

 

3.    Where does the service get my information?

The source(s) of personal information provided during a call or a visit:

  •    Information provided directly by the customer

  •   Information provided by a representative of the customer (e.g. family member, spouse, partner, child, advocate)

  •   Information provided by another member of the public (e.g. complaint or concern)

  •   Information provided by an elected Councillor on behalf of their constituent.

  •   Information provided by other Council officers/services that liaise with the Contact Centre in the interests of its customers, or the Council itself

  •   Information provided by other organisations (e.g. Emergency Services, Landlords, Housing Associations, Health Professionals) regarding an individual.

4.         What we will do with your personal information?

Your information will be stored within our Customer Management Systems to ensure that the Council provides you with an efficient and effective service.  We will record the fact you contacted us and the purpose of your contact.

 

If we have previously recorded your information within our Customer Management System, each time you call thereafter we will use the telephone number, that you permit us to store, to enable our caller identifier system to quickly display your details to our advisors. We will always ask you to confirm your details before we proceed with your enquiry.

 

We will often need to share your information between the teams that support the delivery of the service you are receiving or to arrange a response to your request. The information we share and which teams we share your information with will vary depending on the services you receive. Your data may be re-used by other departments and agencies acting on behalf of the Council in order to resolve your enquiry / request.

 

It has become common practice to record calls due to the growth of business conducted by telephone. Recording customer conversations allows the Council to assess customer satisfaction, train and develop staff, review call quality and have access to a verbal record of what is said in the event of a subsequent complaint. It also means employees feel more protected knowing that any threatening behavior can be evidenced and acted upon where necessary.

 

Information held within these systems can be used in the following ways:

 

  •   Quality and Training Purposes: Written records only provide partial information. A call recording provides a more rounded view and allows us to better understand customer experience and assess the processes applied. This can help us identify any improvement areas and ensure the quality of service provided by Contact Centre staff, by using the information within the recording to inform training subjects and individual employee development plans.

  •   Gaining a better understanding of our customers – Many calls are verbally resolved without the need to complete any records. Listening to sample calls will help us better understand our customer needs and gain a more informed view of organisations we signpost to.

  •   Complaints and Disputes: Some calls are verbally resolved. Where information is entered onto an electronic system this becomes the established record. In the event of a complaint or dispute, a call recording (if available), may provide additional information to help us  investigate any allegations, to protect the interests of the subject matter and/or the Council by using the information within the recording to respond to complaints regarding the Contact Centre and/or other Council services.

  •   Legal Claims: For use in the defence of legal claims against the Council, e.g. Highway claims.

  •   Employee Safety and Wellbeing: A recording may become a vital piece of evidence in the event of any threats being made to the Council or an individual.

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

      
  • Legal Obligations – using the information to comply with a common law or statutory   obligation 

  • Public Tasks – to exercise ‘official authority’ and powers that are set out in law; or to perform a specific task in the public interest that is set out in law.

Examples for both of the above may include the correct administration of Council Tax; award correct Benefits; advise on various entitlements; ensure Highway defects are managed; fly tipping addressed; waste collected; noise nuisance reported and to allow for accurate management of legal claims against the Council.

 

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

Whilst information gathered during an enquiry may be shared with other Council services or external organisations in order to resolve your enquiry, call recordings are confidential and will only be shared with the following, where reasons for sharing is justified:

 

  •   Other Council services who work with the Contact Centre/One4aLL Centres, with the intention to assist in resolving a dispute or complaint:

    •   Adult Social Care

    •   Complaints team

    •   Fraud Department

    •   Environmental Services

    •   Public Health & Protection

    •   Council Tax & Benefits

    •   Emergency Services, to assist in the resolution of a   criminal matter.

    •   Landlords/Housing Association where consent is provided   by the customer to share information regarding Housing Benefit/Council Tax   Relief claims

    •   Other organisations involved in the care of the customer   (i.e. Social Services/Health care professionals, Disabled Parking Badge   administrators) 

    •   System suppliers:

      •   Kana – customer record management system

      •   Northgate – in order to process Blue Badge applications

      •   Stopford – in order to make an appointment at a One4aLL Centre 

      •   Verint / PNC7 / Western Digital – for the purpose of call recording

7. How long will my information be kept?

Contact information will be held for 13 months and thereafter anonymised. Some Customer records are retained in an archive for longer where there is legitimate reason to do so.

 

Call recordings held by the Contact Centre are generally retained for 12 months. This may vary if a call recording is required for legal obligations, or to protect the interest of the customer and/or Council. Once this period of retention has expired, recordings will be deleted and no longer retrievable.

 

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 how Customer Services is using your personal information please contact us in one of the following ways:

 

By email : customer services@rctcbc.gov.uk , By telephone : 01443 425005

 

In writing : Head of Customer Care, RCTCBC, Ty Elai Offices, Williamstown Rhondda CF401NY

 

 

Help us improve - don't include personal or financial information, e.g. your National Insurance number or credit card details.