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Customer Resolution Centre Privacy Notice

Privacy notice for Customer Resolution Centre.

Who we are and what we do

The Customer Resolution Centre is the first point of contact for council enquiries for voice, email, and webchat across a range of services including:

  • Waste Service
  • Neighbourhoods
  • Environment health
  • Housing
  • Council Tax
  • Housing Benefits
  • Highways
  • Adult Learning Service
  • Registrars
  • Planning
  • School Admissions
  • General Enquiries

If you have questions regarding this service or our privacy practices, you can contact us by e-mail at the address below:

Customer Service and Business Support, Resident Services

Wfdirect@walthamforest.gov.uk

Information we hold about you

Where relevant to do so and appropriate we may process the following information about you:

  • A recording of the conversation;
  • Your phone number (unless your number is withheld)

Why we need your information and how we use it

We consider your privacy with great importance and will only use your personal information to:

  • To assist in quality monitoring and training of staff
  • Performance management of staff
  • To investigate and resolve a complaint
  • To understand call reasons.

The lawful basis for the processing

The lawful basis on which we rely in order to use the information which we collect about you for the purposes set out in this notice will be our Public Task.

Who your information will be shared with (if applicable)

It may be necessary for us to share personal data with both internal and external partners.

We may be asked to share a call recording with other council services for them to respond to a complaint.

We are currently running a pilot project to test the use of an automated system to analyse the calls which are provided by a 3rd party.   This system is used for call monitoring, quality assurance and training of our staff.

How long we will keep your information

We may retain call recordings for 12 months, unless a longer retention period is required for performance management purposes.

We are obligated to delete recordings in a safe and secure way to maintain and in doing so will ensure compliance with the GDPR regulations.

Our Data Protection Officer

Our Data Protection Officer is Mark Hynes. You can contact him at Data.Protection@walthamforest.gov.uk.

Protecting your information

Please see the relevant section of the Corporate Privacy Notice.

Your information choice and rights

Please see the relevant section of the Corporate Privacy Notice.

Complaints and contact details

Please see the relevant section of the Corporate Privacy Notice.

Information Commissioner’s Office

If we’re unable to resolve your complaint to your satisfaction, you can make a complaint to the Information Commissioner's Office (ICO).