Customer Service Centre Privacy Notice

What this Privacy Notice covers

Your privacy is very important to Breckland District Council.

Breckland District Council is the Data Controller responsible for the personal information you may provide in relation to Customer Contact. Our Data Protection Officer can be contacted by phone on 01362 656870, via email: legal@breckland.gov.uk or by writing to us at Legal Services, Breckland District Council, Elizabeth House, Walpole Loke, Dereham, Norfolk, NR19 1EE.

Why we need your personal data

Your information will be used to answer any queries that come into the Customer Contact Centre/ Customer Service Centre directly or to pass your query on to relevant specialists when appropriate or necessary to do so. The legal basis for processing your data is Article 6.1(e) of the General Data Protection Regulations for the performance of a task carried out in the public interest or in the exercise of official authority, laid out in the Local Government Act and Localism Act.  We may also process information under the reasons as set out by the individual department's privacy notice to which your enquiry relates.

How your data is used

Calls into our Contact Centre are recorded for training, monitoring, safeguarding and for the prevention of crime. Calls are paused when taking card details over the phone, so no details are recorded.  When you interact with our telephone chatbot calls are not recorded, the recording commences once you begin to speak with an Officer.

Chatbot/Webchat conversations that come into our Customer Contact Centre, transcripts are recorded for training, monitoring, safeguarding and for the prevention of crime. Transcript recordings are paused when taking card details over the webchat, so no details are recorded.

When you interact with the Breckland Council chatbot/webchat, your data will also be sent to Ubisend, whom are acting as the processor for Breckland Council.  Please see Ubisend's privacy policy for more information.

Ubisend Privacy Policy (opens new window)

Ubisend Security (opens new window)

Amazon Alexa skill converts speech to text, it communicates via text to the chatbot application within the Ubisend system, transcripts are recorded within the Ubisend platform, please refer the chatbot section above for more information. Voice recordings are stored within the Alexa application, and you can manage these yourself, please refer to the application guidance for more information on how to manage voice recordings. The application upon download will request permission to access your name, address, and email.

• Your name is to address you by your name during the conversation.
• Your email address is to be able to send you web links when you respond yes when offered if you would like the link to be sent.
• Your address information is to enable the correct bin collection information to be provided, without having to be asked for your address information each time.

You can revoke permission to this data at any time, please refer to the application guidance for more information on how to permissions.

Please see Amazon Alexa skill privacy policy for more information.

Alexa, Echo Devices and Your Privacy - Amazon Customer Service (opens new window)

Information you provide to the Customer Contact Centre/Customer Service Centre will be shared with the relevant service where this is necessary to deal with your query or service request. For example, if you contacted us relating to a Licensing query we will pass this information directly onto the Licensing Team, or if you wanted to purchase a garden bin service we will pass this onto that team. Other than sharing this information with services directly where necessary to deal with your query, we will not share this information more widely unless there is a legal power to do so. We will not disclose your personal information to third parties for marketing or sales purposes or for any commercial use, and we will not use your personal data in a way which may cause you harm.

How long the information is kept for

Call recordings and transcripts are retained for a period of six months for training, monitoring, safeguarding and the prevention of crime, upon 6 months they are securely deleted from the system.

Customer details will be stored on the case management system for six years.

Your rights

You have the right to access your data and correct any inaccuracies.  For further details of your rights please contact the Data Protection Officer or go to ourwebsite for a more detailed explanation.

More information about how we share information can be viewed on ourwhat information do we share page.

Please see our website for our fullPrivacy Policy.