Privacy Notice - Customer Correspondence including: enquiries, reports of problems and telephone calls
This Privacy notice covers how we use your information, the reasons for doing so, and also what rights you have in connection with the information we hold about you.
We may hold information about you because you have contacted East Sussex Highways, you are receiving services from us, or have done so previously.
East Sussex Highways takes data protection seriously. Please be assured that your information will be used appropriately in line with data protection legislation, will be stored securely and will not be processed unless the requirements for fair and lawful processing can be met.
What information is being used?
Correspondence, enquiries and reports of problems
This includes information that you have provided as part of your enquiry as well as any personal information you provide such as name and contact details. Please note that you may choose to contact us anonymously.
Telephone calls
We record incoming and outgoing telephone calls with our Customer Contact Centre for training and monitoring purposes.
How will your information be used?
If you have provided us with personal information about yourself, your information may be used to:
- investigate the matters you have raised;
- process your application
- to contact you to discuss the matter further;
- to respond to your enquiry/application or to provide updates; and
- for training and monitoring purposes to improve the quality of our service.
We aim to maintain high standards, adopt best practice for our record keeping and regularly check and report on how we are doing. Your information is never sold for direct marketing purposes.
Our staff are trained to handle your information correctly and protect your confidentiality and privacy.
Your information is processed in the UK or in a country with an adequacy agreement with the UK.
What is the legal basis for processing your information?
We process your information because it is necessary for the performance of a task which is carried out in the public interest or as part of the Council’s official functions. e.g. to respond to an application, an issue or an enquiry.
How long will your information be kept for?
All case details will be deleted 21 years after the end of the financial year in which the case was closed.
Anonymisation will be undertaken after 6 years, where practical and reasonable.
Telephone recordings will be held for one month and then deleted unless it is necessary to keep a copy to help with the resolution of an ongoing case.
Sharing your information
Your information will only be shared on a ‘need to know’ basis in order to investigate and respond to you.
To provide you with the best possible service this may include sharing details with other East Sussex County Council teams, our contractors or other trusted bodies such as other Local Authorities, Highways England or utility companies who can help us with resolving your case or who are better placed to assist you.
Any sharing of personal data is always made:
- on case-by-case basis
- using the minimum personal data necessary
- with the appropriate security controls in place
- in line with legislation.
Information is only shared with those who have a "need to know" or where you have consented to the sharing of your personal data to such persons.
We may use the information we hold about you to assist in the detection and prevention of crime or fraud. We may also share this information with other bodies that inspect and manage public funds.
Use of third party organisations
To enable us to provide our services, East Sussex Highways may share your information with trusted external organisations to process your data on our behalf. Any organisation commissioned by the Council will be under contractual obligation to comply with data protection legislation.
Your rights
Under data protection legislation, you have the right:
- to be informed why, where and how we use your information
- to ask for access to your information
- to ask for your information to be corrected if it is inaccurate or incomplete
- to ask for your information to be deleted or removed where there is no need for us to continue processing it
- to ask us to restrict the use of your information
- to ask us to copy or transfer your information from one IT system to another in a safe and secure way, without impacting the quality of the information
- to object to how your information is used
- to challenge any decisions made without human intervention (automated decision making)
You can find out more about your rights on the East Sussex County Council website or contact the East Sussex County Council Customer Team (details below).
How to find out more or complain
East Sussex Highways is part of East Sussex County Council. You can find out more information about data protection on the East Sussex County Council website.
Should you have any further queries on the uses of your information, please speak to our Highways Customer Team on 0345 60 80 193, email: customer@eastsussexhighways.com or write to: East Sussex Highways, Ringmer Depot, The Broyle, East Sussex, BN8 5NP
To request a copy of your information or make a complaint, please contact the East Sussex County Council Customer Team online, phone 01273 482913 or write to: Customer Services Team, East Sussex County Council, W1D, County Hall, St Anne’s Crescent, Lewes, East Sussex BN7 1UE.