Cheshire East Council Customer Services – Contact Centre and Customer Centres Privacy Notice

What personal information is being processed and what for

We collect personal data in order to process a service request, query or complaint.

We will typically require your name, address and telephone number and / or email address.

In some cases we may need to take your date of birth or ask for medical information; we may also ask for your National Insurance Number or for proof of ID (i.e. Blue Badge applications, Housing Benefit applications).

If you are making a payment or setting up a Direct Debit, we will need to take card or bank details.

All telephone calls to the Contact Centre are recorded. We record calls for quality, training and auditing purposes; and to help resolve complaints.

We occasionally carry out live monitoring of calls, where we listen to calls in real time.  This is again done for quality, training and auditing purposes, and to help resolve complaints.

Any call requiring action is logged through the appropriate system for the relevant council department to resolve.

We may contact you for Customer Satisfaction purposes. If you do not wish for us to do so, you can opt out.

Why we are allowed to use your information

Cheshire East Council’s Information Asset Register details the legal basis for processing personal data for each function of the council.

But, the majority of our functions are governed by local government legislation and the main reasons are:

  • the processing is necessary for compliance with that legislation which CEC has to do (for example collection of Council Tax); and
  • the processing is necessary for us to carry out our official public function (for example waste management)

Who we will share your information with

Customer Services pass information to other departments within the council and to our approved contractors (such as Ringway Jacobs or Ansa Environmental Services).

We take part in the National Fraud Initiative as required by law to protect public funds. This is a data matching exercise to prevent and detect overpayments, errors and fraud.  Our National Fraud Initiative page explains how this affects your personal information.

Where we get your information from

Usually from you or someone acting on your behalf.

Information can also be:

  • provided by other council services / officers that work with Customer Services
  • provided by another member of the public
  • provided by other organisations

How long we will keep your personal information

We keep Contact Centre telephone call recordings for 12 months. Call recordings are stored in Avaya Contact Recorder.

We keep records in our Customer Relationship Management system (Microsoft Dynamics) for up to 7 years depending on the nature of the query.

We use other back office systems to log data - information regarding these and their retention periods can be found here.

How your information is stored

All information is stored electronically on secure council IT systems that have security controls with individual logins, and are password protected (with minimum security levels) with the data held on secure servers.

What happens if you don’t provide us with your information

It is very possible we will not be able to log your request, query or complaint.

Will your information be used to make automated decisions

In some cases yes, such as some forms for the Waste and Recycling department (Ansa) and the Blue Badge department.

When an automated system is used it reviews your responses against a scoring matrix to determine if you are eligible for the service you are applying for. The automated system is used for consistency and for the efficient processing of applications to give you a quicker outcome. The automated process can be overridden if necessary. No profiling is carried out.

Your rights

You have a number of rights regarding your personal data, including withdrawing your consent where we have asked for it. You can also ask for a copy of the information we hold about you and ask us to correct anything that is wrong.

For detailed information about your rights please see our  privacy notice.

Page last reviewed: 06 April 2022