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Call Derbyshire privacy notice

We deliver a wide range of public services and to provide you with the best service or to connect you to the service you require, the Call Derbyshire team will routinely ask you for information to route your call.

We're committed to protecting your personal data and ensuring that it is processed fairly and lawfully. This privacy notice sets out how your personal information is collected, processed and stored by the Call Derbyshire team. Depending on the nature of the service or services you require it may be possible that your personal information may be held and processed within other departments and your information may also be subject to additional service specific privacy notices.

Why we collect information about you

We need to collect and hold information about you, in order to:

  • deliver public services
  • confirm your identity to provide some services
  • contact you by post, email or telephone
  • understand your needs to provide the services that you request
  • understand what we can do for you and inform you of other relevant services and benefits
  • obtain your opinion about our services
  • update your customer record
  • prevent and detect fraud and corruption in the use of public funds
  • allow us to undertake statutory functions efficiently and effectively
  • make sure we meet our statutory obligations including those related to diversity and equalities

The information collected will be appropriate to the product or service you require and your information will not be used for any other purpose than those stated in this notice. Without the required information, we may not be able to provide you with the appropriate product or service.

What we do with your information

As a call centre, we will often need to pass your information to other people within the council as well as third party organisations, who are responsible for specific service provision. These providers are obliged to keep your details securely, and use them only to fulfil your request. Where we need to disclose your personal information onto a third party such as medical details, we will only do so once we have obtained your consent, unless permitted by law where we may disclose information when necessary to prevent risk of harm to an individual.

At no time will your information be passed to organisations external to us and our partners, for marketing or sales purposes or for any commercial use without your prior express consent.

How long your information will be held

Your information will only be held for the periods agreed in our retention policy and schedule, after which it will be destroyed. Depending on the services you access, your information may be retained by departments for differing periods.

You can see information about telephone calls via the contact centre under our call recordings privacy notice.

How the information will be kept secure

We are committed to protecting personal data and have through data policies and procedures in place to ensure it's safeguarded.

Who to contact about the information we hold about you

If you have any queries, concerns or complaints, relating to you, about how we obtain, use, store or share your personal information, or if you wish to make a request relating to your individual rights under the new legislation, please contact us:

If you are dissatisfied with our response to your concerns or would like more information on data protection and the GDPR, you can contact the Information Commissioner's Office (ICO) who deal with concerns and complaints relating to data protection and freedom of information legislation:

  • Tel: 0303 123 1113 (local rate) or 01625 545 745 (national rate number)
  • Fax: 01625 524 510
  • Write to:
    Information Commissioner's Office
    Wycliffe House
    Water Lane
    SK9 5AF