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When you contact us

When you contact us

This privacy notice explains what information the council collects when you contact us.

In order to respond to an enquiry or complaint, it may be necessary for the council to collect, store and process personal data relating to customers and service users. 

Safeguards are in place to ensure that this data is kept secure and the privacy of individuals is protected.

Who is responsible for your information?

Chesterfield Borough Council is the data controller for the personal information collected.

Complaints

If you choose to make a complaint to us, either in person at the customer service centre, over the phone or via the website, we may process some personal information about you. You can find more information on our complaints page about how we define a complaint and what our process involves.

We also collect equalities monitoring information in some situations. This information is processed separately to provide an overview of our services.

Categories of personal data and lawful basis

In order to provide this service, we may need to process some or all of the following categories of personal information:

  • contact details
  • complaint details.

Under data protection legislation, we are permitted to use your information this way because it is in our legitimate interests to review and improve our service provision. 

You do not have to provide personal information when you make a complaint, but if you do not it may hamper our ability to investigate and/or communicate the outcome to you.

Once your complaint has been logged, it may form part of other processes with a different lawful basis – for example it may lead to enforcement activity as part of a statutory duty, or we may be legally obliged to take certain action.

Categories of sensitive personal data and lawful basis

In order to provide this service, we may need to process some or all of the following categories of sensitive personal information:

  • potentially any sensitive information.

For equalities monitoring data, we are permitted to use your information this way because it is for reasons of substantial public interest. 

For information relevant your complaint, we are permitted to use your information this way initially because we have the explicit consent of the data subject.  However, once your complaint has been logged, it may form part of other processes with a different lawful basis – for example it may lead to enforcement activity as part of a statutory duty, or we may be legally obliged to take certain action.

Who we share your personal data with

Your complaint information will be shared with relevant council team and/or the investigating officer. Please see our complaint webpages for more details of our complaint process.

Your information will not be shared outside of the council unless you choose to refer your compliant to the Local Government Ombudsman; in which case we may be obliged to share your personal information with them as part of their investigation.

Enquiries, Comments and Reports

If you make an enquiry, either in person at the customer service centre, over the phone or via the website, we may process some personal information about you.  Depending on the nature of your enquiry, this may be so that we can respond to you, or it may be that we need information about you to resolve your issue or to investigate a problem.

Your information may also be used to improve our services. We also collect equalities monitoring information in some situations. This information is processed separately to provide an overview of our services.

Categories of personal data and lawful basis

In order to provide this service, we may need to process some or all of the following categories of personal information:

  • contact details
  • enquiry details
  • payment card details
  • financial or tax information
  • national insurance number
  • age.

The lawful basis for this processing varies depending on the nature of your enquiry/request:

  • if you are booking and/or paying for a service, processing will usually be allowed because it forms part of the performance of a contract
  • for some services you request or enquire about, processing will be allowed because we have a statutory duty to provide that service
  • for other services, processing of your information will be allowed because you provide your consent.

However, once your enquiry has been logged, it may form part of other processes with a different lawful basis – for example, we may be legally obliged to take certain action.

Categories of sensitive personal data and lawful basis

In order to provide this service, we may need to process some or all of the following categories of sensitive personal information:

  • potentially any sensitive information.

For equalities monitoring data, we are permitted to use your information this way because it is for reasons of substantial public interest. 

For information relevant to your enquiry the lawful basis for this processing varies depending on the nature of your enquiry/request:

  • we are either be permitted to use your information because we have your explicit consent
  • alternatively, there is a substantial public interest, created by a statutory duty, that allows the use of your sensitive personal information.

However, once your enquiry has been logged, it may form part of other processes with a different lawful basis – for example, we may be legally obliged to take certain action.

Who we share your personal data with

Your information will be passed to the relevant team within the council. Depending on the type of enquiry, the responding team may share your information with the following classes of recipients:

  • other local authorities (including Derbyshire County Council).
  • emergency services
  • regulatory agencies
  • partners that provide services on our behalf
  • government departments
  • other relevant parties. 

If you visit us

If you visit some of our premises, for example the Town Hall, you may be asked to sign in. This information is required to maintain building security, and to provide some estimate of how many people were in building if there is an emergency.

Categories of personal data and lawful basis

In order to provide this service, we may need to process some or all of the following categories of personal information:

  • contact details.

Under data protection legislation, we are permitted to collect information this way because we have a legitimate interest in the processing. In this case, we have a legitimate interest in maintain the security of our premises in order to safeguard our information assets and staff.

Who we share your personal data with

Information in the visitors’ book may be shared with the police or emergency services. This sharing is to aid the prevention and detection of crime, or to protect your vital interests in an emergency. 

Further information

Please get in touch if you would like more information about how the council processes your personal data:

• contact the council's data protection officer


Last updated on 24 May 2018