Privacy notice for Customer Service Network

What do we use the information for?

The Customer Service Network (CSN) collects, processes and holds your personal information in order to provide our face-to-face, telephone, webchat and online support services effectively, to East Riding visitors and residents. 

• To help customers apply for, or enquire about, any council services (please refer to individual service information for further details).

What information do we hold and use?

We may collect and process the following information about you: 

• Personal information (including full name, full residential address, date of birth)
• Location data (including postcode and telephone number)
• Contact details (including email address) 
• Information relating to your specific request or application.

On what grounds do we use the information?

Information relating to your enquiry is used for the purpose for which you provided it, for example processing a claim or collecting council tax. The primary legislations covered are:

• Local Government Finance Act 1992
• Social Security Administration Act 1992 
• Social Security Contributions and Benefits Act 1992
• Section 13A of the Local Government Act 1992
• Council Tax Reduction Scheme (Prescribed Requirements) Regulations 2012.

We process personal data for the following reasons:

• GDPR Article 6(1)(a) – the data subject has given consent to the processing of his or her personal data for one or more specific purposes
• GDPR Article 6(1)(b) – processing is necessary for the performance of a contract to which the data subject is party or in order to take steps at the request of the data subject prior to entering into a contract
• GDPR Article 6(1)(c) – processing is necessary for compliance with legal obligation to which the East Riding of Yorkshire Council is subject
• GDPR Article 6(1)(e) – processing is necessary for the performance of a task carried out in the public interest in the exercise of official authority vested in the East Riding of Yorkshire Council.

How do we collect this information?

We may collect information in the following ways: 

• Paper, electronic or online forms
• CCTV 
• Use of audio monitoring equipment
• Telephone
• Face-to-face
• Post
• Email.

Who do we share your information with?

We may disclose your information to others, but only where necessary either to comply with our legal obligations or as permitted by Data Protection legislation. We may share it with other public service bodies including NHS, social care, the Police and other local authorities. 

The reasons why we may share your data with other public bodies are as follows:

• To protect vulnerable adults who may be at risk of harm or abuse 
• To improve our understanding of your needs to enable us to inform you of other relevant safeguarding services
• To monitor and improve our performance and delivery of services 
• To ensure service delivery and information is tailored, personalised, targeted and responsive to individual needs 
• For the prevention and detection of crime
• Where necessary to protect individuals from the risk of harm or injury
• Where otherwise permitted under the General Data Protection legislation. 

We will only disclose your sensitive or confidential information to a third party if we are legally required to do so, or where we have good reason to believe that failing to share the information would put you or someone else at risk of harm.  

We will not pass your personal information to external organisations for marketing or sales purposes or for any commercial use without your prior expressed consent.

How long do we store it and is it secure?

The CSN has retention schedules in place to ensure that information is only held for as long as it is needed. We will not keep your information for longer than is required to by law. Your information will be disposed of in a controlled and secure manner in accordance with the council's Records Management and Data Quality Policy. The council's IT security and confidentiality policies ensure that your information is protected, and accessed only by staff directly involved with your request.

For information on how long your information will be held visit the retention page.

What rights do you have?

The rights that you have depend on the grounds in which we collected your information. All of the rights you could have are outlined on the data protection rights page. 

In most cases, people who have made an enquiry or visited us will have the following rights:

• The right of access – you are entitled to see the information that we hold about you  
• The right to rectification – we will amend information accordingly, if any information  the service holds about you is  incorrect 
• The right to restrict processing –  you may wish to limit how we use your data 
• The right to object – in addition to the right to limit the use of your data, you also have a right to object to the use of you data for certain actions.

To exercise any of your above rights, please visit the data protection rights page for more information.

Where can I find out more?

If you would like  to know more about how the council uses information, your rights or have a concern about the way we are collecting or using your personal data, we request that you raise your concern with us in the first instance; contact details are available on the general privacy information page. Alternatively, you can contact the Information Commissioner's Office (ICO). The ICO is the UK’s independent authority set up to uphold information rights in the public interest and they handle public concerns regarding organisations information rights practices.

Information Commissioner’s Office (external website) 

When was this privacy notice last updated?

We will continually review and update this privacy notice to reflect changes in our services, feedback from customers, and to comply with any changes in the law. This privacy notice was last updated on 26 February 2021.