Customer Services Privacy Notice

The Customer Services Centre at New Forest District Council is committed to protecting and respecting your privacy. For the purpose of the UK General Data Protection Regulation and the Data Protection Act 2018, the Data Controller is New Forest District Council, Appletree Court, Beaulieu Road, Lyndhurst, Hampshire SO43 7PA (data.controller@nfdc.gov.uk )

When you contact the Customer Services Centre we will ask you for certain personal information in order to be able to assist with your enquiry. Some of this information will need to be recorded and stored on our systems. This Privacy Notice aims to explain:

The different kinds of personal data we process
How we use your data
How we store your data
How long we keep your information for
Who has access to your data
What are our legal grounds for processing your information
Your rights
Further information and how to contact us

When you contact us to access our services we may ask you for certain personal information in order to be able to assist you with your enquiry. This information will be recorded and stored on our systems.

1. What kind of personal data do we process?

When you contact the Customer Services Centre we will collect certain personal information from you, for example: your name, your phone numbers, your email address, your date of birth, marital status, gender, vehicle information, information on family members, medical, health or details on vulnerabilities, financial information.

The type of information we collect will depend on the service you are requesting.

2. How we use your data?

We need to process your data in order to provide you with the services that you are requesting, or to provide services that we have a legal responsibility to provide or are in the public interest.

We use your information in a variety of ways:

· To process your service request, for example to let our refuse crews know that they have missed your bin collection, to process a payment for a parking clock, to book a pest control appointment , Clearing litter or fly tipping from public land, Arranging the removal of an abandoned vehicle from public land

· To check your identity when you contact us asking for information; for example to confirm your details when requesting a postal vote

· To help us investigate any concerns or complaints that you may have about services that you receive from us

· To build a picture of our services in your area: for example by logging your enquiries against your address or details we can see where our services are working or where improvements are needed

3. How we store your data?

The information we collect is recorded and then stored on our secure Customer Record Management (CRM) system. If we are gathering information for other services, for example completing a register to vote form on www.gov.uk ; then we will gather and enter the data directly onto their secure systems.

4. How long we keep your information for?

The information on our CRM system is retained for 6 years before being deleted; records of our phone calls, original emails and web chats are stored for up to 12 months before being deleted.

5. Who has access to your data?

Sometimes, in order to process your enquiry we need to share the information that you give us; either with other departments within New Forest District Council (for example Pest Control, Dog Warden services), or with other external 'partner' organisations (for example Local Town & Parish Councils, Hampshire County Council). Some examples of how and why we share your data are:

· If you are reporting a problem with grass cutting, and it is your Town or Parish Council that is responsible, then we may need to share your details with them; particularly if you have asked for an update. We will ask your permission before doing this, as without sharing information we may not be able to provide the services you require.

· We will often have to share the information you have given us with other teams or services within New Forest District Council; but this will be for the express purpose of processing your enquiry. For example if you contact Customer Services to report a problem with parking in your area, then when we pass this to our Parking team as they may wish to get in touch with you for more information.

Below is a list of the most common teams or departments that we share information with; this is not an exclusive list, and information may need to be shared with other teams or services within NFDC (that are not listed below) in order to process your enquiry.

Shared with	What and why
Dog Warden	We may need to pass on your contact details to our Dog Warden service so they can make contact with you for more information on issues concerning dogs, e.g. lost or found dogs that you may have reported
Environmental Health	Information that we collect from you, when you contact us with an Environmental Health or Protection related issue may be used by our Environmental Health team to make contact with you concerning a related issue
Garden Waste	Information that we collect from you (or that is gathered from you online) when you join our Garden Waste service can be accessed and used by our teams at Marsh Lane Depot. This information is used to organise their collection rounds and ensure the service is delivered smoothly. It may also be used to remind you of when the service is ending and how to renew your service if you wish to.
Pest Control	Information that we collect from you when you book a Pest Control appointment may be shared with or accessed by our Pest Control Officers, as they may need to make contact with you directly about appointments or treatments.
Special Collections	Information that we collect from you when you book a Special Collection with us is shared with our collection crew, as they may need to make contact with you when out on visits with a query about your collection
Streetscene	Information that we collect from you when you report issues such as fly tipping, abandoned vehicles, street cleaning etc., can be accessed by staff at our Marsh Lane Depot; as they may need to contact you for further information or to give you an update on your query
Tree team	Information that we collect from you when you report an issue concerning trees, is shared with our Tree team and they may use it to contact you for more information on trees or to arrange a visit
Waste & Recycling	Information that we collect when you report Waste & Recycling related issues to us (e.g. refuse, glass, missed bins etc.) can be accessed by staff at our Marsh Lane Depot, and may be used by Supervisors to get in touch with you in order to resolve a complaint

6. What are our the legal grounds for processing your information

a. Where it is in the public interest to do so; for example clearing litter or fly tipping from public land, removing an abandoned vehicle from public land

b. In order to comply with a legal obligation; for example when processing enquiries relating to elections, such as postal vote applications

c. Where it is in the legitimate interest of NFDC to do so; for example where there may be a risk to public health and safety

d. With your consent or explicit consent. For example when dealing with sensitive issues, such as health related or if you are a vulnerable resident

When we rely on your consent or explicit consent and you wish to withdraw this consent, you can do so by contacting us at the address above or at: customer.services@nfdc.gov.u

7. Your rights

As a data subject, you have the following rights with regards to your personal data:

the right to be informed about the collection and the use of your personal data;
the right to access personal data and supplementary information;
the right to have inaccurate personal data rectified, or completed if it is incomplete;
the right to erasure (to be forgotten) in certain circumstances;
the right to restrict processing in certain circumstances;
the right to data portability, which allows the data subject to obtain and reuse their personal data for their own purposes across different services;
the right to object to processing in certain circumstances;
rights in relation to automated decision making and profiling;
the right to withdraw consent at any time (where relevant);
the right to complain to the Information Commissioner

8. Further information and how to contact us

We work hard to ensure that we only gather information that we need to process your enquiry and deliver the services that you are entitled to in the best way possible.

If you have any questions about this privacy notice, please email, our Customer Services team (customer.services@nfdc.gov.uk ) or telephone 02380 285000 (option 4) . Alternatively write to Customer Services, Appletree Court, Beaulieu Road, Lyndhurst, Southampton, Hampshire, SO43 7PA.

You can contact the Council's Data Protection Officer at data.protection@nfdc.gov.uk.

For further information, plus information on access, portability, withdrawal of consent, correction etc. please see New Forest District Council's Information Rights Policy:

Information Rights Policy

For more information on Data Protection in general, or if you wish to make a complaint relating to how your personal data has been used, please contact the Information Commissioner Office:

Website: https://ico.org.uk/
Phone helpline: 0303 123 1113
Email: casework@ico.org.uk

We keep our privacy policy under regular review and we will place any updates on this web page.