Customer Services - Privacy notice

Who we are and what we do

The Customer Services team at West Oxfordshire District Council is committed to protecting and respecting your privacy for the purpose of the Data Protection Legislation.

When you contact the Customer Services team 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 notice explains why we ask for your personal information, how that information will be used and how you can access your records.

Any questions regarding our privacy practices should be sent to:

Data Protection Officer (DPO)
West Oxfordshire District Council
Council Offices, Witney, OX28 1NB
Email: data.protection@westoxon.gov.uk
Tel: 01993 861194

Why we need your information and how we use it

When you contact the Customer Services team we will collect certain personal information from you. The type of information we collect will depend on the service you are requesting.

We use your information in a variety of ways:

  • To process your service request, for example to let our waste management service know that they have missed your bin collection
  • To check your identity when you contact us asking for information; for example if you want to discuss personal Housing related issues with us
  • To help us investigate any concerns or complaints that you may have about services that you receive from us

What type of information is collected from you

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, such as Housing, then we will gather and enter the data directly onto their secure systems

In order to administer our services we collect the following information from you:

  • name
  • address
  • Contact Details (phone etc.)

We will only ask for personal information that is appropriate to enable us to deliver our services. In some cases, you can refuse to provide your details if you deem a request to be inappropriate. However, you should note that this may impact on our ability to provide some services to you.

Who your information may be shared with (internally and externally)

We will often have to share the information you have given us with other services within the Council and external contractors working on behalf of the 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 they may wish to get in touch with you for more information.

How long we keep your information (retention period)

Data is only held as long as is necessary, unless superseded by statutory regulation such as the treatment of financial records where a service is paid for, and disposed of securely when it is no longer needed.

More information on our retention schedule can be found online

How we protect your Information

We will not transfer your personal data outside the EU without your consent.

We have implemented generally accepted standards of technology and operational security in order to protect personal data from loss, misuse, or unauthorised alteration or destruction.  

Please note however that where you are transmitting information to us over the internet this can never be guaranteed to be 100% secure.  

For any payments which we take from you online we will use a recognised online secure payment system.

We will notify you promptly in the event of any breach of your personal data which might expose you to serious risk.

Your rights 

You have rights under the Data Protection Legislations:

  • to access your personal data
  • to be provided with information about how your personal data is processed
  • to have your personal data corrected
  • to have your personal data erased in certain circumstances
  • to object to or restrict how your personal data is processed
  • to have your personal data transferred to yourself or to another business in certain circumstances
  • you have the right to be told if we have made a mistake whilst processing your data and we will self report breaches to the Commissioner.

How you can access, update or correct your information

The Data Protection Legislation allows you to find out what information is held about you, on paper and computer records. This is known as ‘right of subject access’ and applies to your Human Resources  data along with all other personal records. 

www.westoxon.gov.uk/about-the-council/information-data/data-protection/

If you wish to see a copy of your records you should contact the Data Protection Officer. You are entitled to receive a copy of our records free of charge, within a month.

In certain circumstances access to your records may be limited, for example, if the records you have asked for contain information relating to another person.

The accuracy of your information is important to us to be able to provide relevant services more quickly. We are working to make our record keeping more efficient. In the meantime, if you change your address or email address, or if any of your circumstances change or any of the other information we hold is inaccurate or out of date please email us or write to us at:

Customer Services
West Oxfordshire District Council
Council Offices, Witney, OX28 1NB
Tel: 01993 861000
Email : enquiries@westoxon.gov.uk

Further information

If you would like to know more about how we use your information, or if for any reason you do not wish to have your information used in any of the ways described in this leaflet, please tell us. Contact the Data Protection Officer

You can also complain to the Information Commissioner: https://ico.org.uk

We reserve the right to update this privacy notice from time to time by publishing a new version on our website

West Oxfordshire District Council
Elmfield
New Yatt Road
Witney
OX28 1PB