Customer Services - Privacy Notice

This Privacy Notice is designed to help you understand how and why Customer Services at Selby District Council processes your personal data. This notice should be read in conjunction with the Council’s Corporate Privacy Notice
 

Who are we? 

Selby District Council is a ‘Data Controller’ as defined by Article 4(7) of the UK General Data Protection Regulation (UK GDPR).

Customer Services deal with the enquiries and complaints submitted to the council to enable the provision of services to residents. We ensure that residents receive council services to which they are entitled. We offer support via telephone, email and face to face. 

Customer services provide support with a wide range of key services offered by the Council including:
•    Council Tax and Benefits
•    Housing (Social and Private)
•    Property Maintenance
•    Environmental Health
•    Refuse and Street cleaning
•    Planning Applications
•    Neighbourhood and Community Engagement
•    Licensing
•    Land charges
 

The Council has appointed Veritau Ltd to be its Data Protection Officer. Their contact details are: Data Protection Officer, Veritau, West Offices, Station Rise, York, YO1 6GA, DPO@selby.gov.uk, telephone 01904 552848.

What personal information do we collect?

The Customer Services team will collect the following categories of personal information:
•    Name
•    Age
•    Address
•    Contact details (email address and telephone number)
•    Any information you provide us to facilitate the service such as specific details in relation to your enquiry. This information may be captured in recorded calls. 

We may also collect the following categories of special category information:
•    Certain medical information for services such as assisted bin collection
 

Why do we collect your personal information?

We will collect your personal data for the following purposes:  
•    Service delivery
•    Service improvement and planning

Who do we obtain your information from?

We obtain your information directly from yourself (or a nominated representative) via the following methods:

•    Recordings of telephone discussions you have with Customer Services
•    Information you provide us on forms, in emails or via telephone discussions;
•    Information you provide us in email correspondence regarding complaints, queries or issues you are experiencing.
 

Who do you share this information with?

We may share your data with the relevant service(s) within the Council to enable the provision of services to you and to resolve any issues or concerns you are experiencing. 
 

How long do you keep this data for?

Customer service call recordings are kept for three months. Customer enquiries and corporate complaints and compliments are retained for six years.

What is your legal basis for processing this data?

Selby District Council will rely on the following lawful basis to process your personal data:

UK GDPR Article 6(1)(e) – processing is necessary for the performance of a task carried out in the public interest 

When processing special category data, the Council will rely on the following lawful basis:
UK GDPR Article 9(2)(g) – The processing of your special category data is necessary for reasons of substantial public interest (with a basis in law), meeting Schedule 1, Part 2 of the Data Protection Act 2018 as below:
•    (16)  Support for individuals with a particular disability or medical condition
 

 
For more information about how the Council uses your data, including your privacy rights and the complaints process, please see our Corporate Privacy Notice.