Call recording

The following privacy notice applies to Customer Services – Call Recording

February 2019

 Information collected:

  • Recording of the conversation – this may include any personal/special personal information that you may wish to share with the Customer Services department. This may include the following:
  • Payment information
  • Name
  • Address
  • DoB
  • Relationships Information
  • Religion
  • Education Information
  • Ethnicity
  • Contact details
  • Occupation
  • Other agencies involved
  • Nationality
  • Prosecution Information
  • Health Information
  • NHS Number
  • Gender
  • Extended family details
  • Referral/Assessment Information

Agencies we might share the information with:

We may be required or permitted, under Data Protection legislation, to disclose your personal data without your explicit consent, for example if we have a legal obligation to do so, such as for:

 

  • Children's Social Care
  • Adults Social Care
  • Police

Purpose for processing:

  • To assist in quality monitoring of staff
  • To assist in training staff
  • To investigate and resolve a complaint
  • Safeguarding of children and families
  • Prevention/Detection of Crime/Fraud

Calls are only recorded between our customer services department and yourself. If you call is redirected to another department, call recording will cease.

 

Under the General Data Protection Regulation (GDPR), the legal basis / bases we rely on for processing personal information for general purposes are:

·       Consent - The individual has given clear consent for you to process their personal data for a specific purpose. Children and young person’s data is essential for the local authority’s operational use. Whilst the majority of personal information you provide to us is mandatory, some of it is requested on a voluntary basis. In order to comply with the data protection legislation, we will inform you at the point of collection, whether you are required to provide certain personal information to us or if you have a choice in this.

  • Vital Interest – The processing is necessary to protect the vital interests of a data subject or another person.
  • Public Task - The processing is necessary for the performance of a task carried out in the public interest or an official function, with a clear basis in law.

 

Under the General Data Protection Regulation (GDPR), the legal basis / bases we rely on for processing Special personal information for general purposes are:

  • Explicit consent - The individual has given clear consent for you to process their personal data for a specific purpose. This must be expressly made, very clear and specific.
  • Vital interests - The processing is necessary to protect someone’s life where the individual is legally or physically incapable of giving consent.
  • Defending legal claims - The processing is necessary for the establishment, exercise or defence of legal claims or whenever courts are acting in their judicial capacity;
  • Public Health - The processing is necessary for the delivery of Health and Social Care Services.

How long will we keep your information?

  • Recordings are kept securely on a bespoke software system with access limited to specific members of Rutland County Council staff only.
  • Recording will be kept for a maximum of 3 months.

For information regarding to your data rights and how the Council will process your information please visit our website atwww.rutland.gov.uk/dataprotection

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