Civica Contact360 customer relationship management (CRM) system Privacy Notice

Our core data protection obligations and commitments are set out in the Council’s primary privacy notice

This notice provides additional privacy information for:

Customers of the following Trafford Council services:

  • Waste
  • Highways
  • Environmental services
  • Compliments and complaints
  • Freedom of information and subject access requests
  • Blue car badges
  • Pest control
  • Registrars
  • Customer services

Purposes

We collect, or obtain your personal information for the following purpose(s):

To enable you to

  • submit, update, cancel and reopen service requests online, via the phone/email and face-to-face e.g. to
    • report problems
    • request/apply for services
    • make bookings
    • make payments
  • receive confirmation/update emails and SMS about your service requests
  • receive appointment reminders via email and SMS
  • receive renewal reminders via email and SMS
  • update the contact details the Council holds for you
  • view your customer service request history online

To enable the Council and its contracted service delivery partners to

  • assess your eligibility for services you have requested
  • deliver the service you have requested
  • provide you with updates
  • investigate complaints you have submitted

To enable the Council to

  • respond to freedom of information requests submitted to the Council
  • respond to subject access requests you have submitted
  • meet its statutory reporting obligations
  • meet its corporate reporting requirements
  • design and commission services based on evidence of need and demand

Categories of personal data

In order to carry out these purposes we collect and obtain:

Your personal data

  • Title
  • Name
  • Address
  • Telephone number
  • Email address
  • Customer ID
  • Service request ID
  • Additional data you have submitted on your service request

Special category data

  • Health information you have submitted on your service request

Legal basis for processing

The legal basis for processing your personal information will depend upon the type of service provided, but may include:

  • processing based on consent
  • necessary for the performance of a contract
  • there is a legal obligation to process
  • necessary to carry out a public task

Consequences if information is not provided

If you do not provide certain information when requested, we may not be able to perform the contract we have entered into with you (e.g. garden waste collections), or we may be prevented from complying with our legal obligations (e.g. complaints referred to the Local Government Ombudsman).

Information sharing/recipients

We may share personal information about you with the following types of organisations:

  • Civica UK Ltd – hosting and maintenance of the Contact360 CRM system, which is where your data is stored
  • Amey LG – delivery of waste, highways and environmental services, and investigation of complaints
  • Contracted health and social care service providers – investigation of complaints
  • Local Government Ombudsman – investigation of ombudsman complaints
  • Blue car badge contracted assessment provider – assessments for blue car badges
  • Government contracted provider for blue car badges – issuing of blue car badges
  • Information Commissioner’s Office – investigation of information rights complaints, and compliance with the regulator
  • Your representatives – where you have instructed a representative to submit a service request on your behalf e.g. local councillor, MP, friend/family member

Categorise sources if not obtained from data subject 

As well as information collected directly from you, we also obtain or receive information from:

  • Your representatives – where you have instructed a representative to submit a service request on your behalf e.g. local councillor, MP, friend/family member
  • Blue car badge contracted assessment provider – assessments for blue car badges

Automated Decisions

For this service all the decisions we make about you involve human intervention.

Data retention/criteria 

Our Corporate Retention Schedule outlines how long we retain certain types of information. For further information on how long we retain your data in accordance with retention guidelines, please contact data.protection@trafford.gov.uk

Rights of individuals

Information about:

  • exercising your rights
  • contacting our Data Protection Officer (DPO)
  • raising a concern with us, or
  • making a complaint to the Information Commissioner is accessible in our guide on exercising your rights, found on the Council’s data protection internet page

Updates (notice)

We may update or revise this Privacy Notice at any time so please refer back to this page for the most up-to-date version. 

 

This page was last modified on 11/02/2019 09:45:00