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Privacy Notice - Customer Resolution Centre Contact Form

Please read the following Privacy Notice carefully.

Why we are collecting your information.

Basildon Borough Council needs to collect your personal information for the purpose of investigating and responding to queries received via the Customer Resolution Centre contact form.

Information collected.

  • Name
  • Address
  • Contact Telephone
  • Contact Email

In addition, if your contact is regarding Housing Applications

  • Date of birth
  • National Insurance Number

The purpose of collecting these details is for Basildon Borough Council:

a)    To identify and view any relevant account / service request / matter already logged within Council systems which may be needed to respond to the query.

b)    To allow officers to contact you either with information or to request further details.

c)     To log a new request on your behalf if required, if the matter cannot be directly resolved within the Customer Resolution Centre

The information is collected through:

  • An online contact form.

The basis for the processing

  • Public Task - The Customer Resolution Centre needs this data for officers to investigate and respond to queries where it has not been possible to sign-post you to appropriate online content, forms, portals, or other service areas automatically. The data is needed so Officers can identify any applicable accounts or requests within Council systems and either provide appropriate advice, updates or direct the enquiry to another service area who will need this data as part of their investigative and remedial processes.

Who your information will be shared with

  • We have arrangements with different Information Technology (IT) (Internet) providers who support the Council's IT systems and services, therefore these suppliers may see your information. Where we have these arrangements there is always a contract with them to ensure they protect your information.
  • Basildon Council Customer Resolution Centre (Basildon Council department that helps you with your queries)
  • Any other service area within Basildon Council wherein it is necessary for the purposes of investigating, resolving, or responding to your enquiry, or when another service area has responsibility for the subject matter.

We share your information with relevant organisations to:

  • Comply with the law (legal obligations) and legislative requirements.
  • Help business partners, suppliers, and sub-contractors to deliver any contract we enter with them or you.
  • To help if there is need of any professional or legal advice on a matter relating to you.
  • To help prevent fraud and/or tackle crime.
  • To improve the service that we offer you.

*We will never sell your information

Provide correct information.

We need to have the correct information about you so that we can deliver proper services. If any of your details change, you need to tell us as soon as possible so that we can update your records.

We will not:

  • Use your information for marketing or sales purposes without seeking your permission (explicit consent).
  • Send or store your information in another country (abroad) unless it meets the requirements of the Data Protection regulations.

How long will we hold your information for?

  • We will keep the content of the contact form for 1 year from the date you submit your form online. The contact form and all data therein will then be deleted in line with our data retention and disposal policy.

Your rights

The law says that you have rights:

You have the right to see your personal information we hold about you. This is called Subject Access Request. Any access requests are free of charge.
If the information we hold about you is not correct (inaccurate), you have a right to have this corrected and you have the right to request completion of incomplete information.

You have the right to ask us to erase your personal information in certain circumstances ('right to be forgotten'). This may not be possible if you are still receiving the service.

You have the right to ask us to limit the amount of information we are processing about you (restrict processing), in certain circumstances. Where possible, we will seek to comply with your request, but we may need to hold or process information to comply with the law (legal requirement).

You can make any of these requests by:

The Data Protection Officer
Basildon Borough Council
Basildon Centre,
St. Martin's Square,
Basildon
SS14 1DL.

If you have a complaint, contact the Customer Resolution Centre in the first instance. If the Customer Resolution Centre are not able to address your concern or you are not satisfied, please contact our Data Protection team using any of the contact details above. 

If you are still concerned or dissatisfied about the way your concerns have been handled after contacting our Data Protection team, you can complain to the Information Commissioner's Office, by

Information Commissioner's Office
Wycliffe House
Water Lane
Wilmslow
Cheshire SK9 5AF

Further independent advice about data protection, privacy and data sharing issues is available from the Information Commissioner's Office, see: For the public | ICO