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Customer Experience – Corporate Complaints

24 May 2018

What service is being provided?

Corporate Complaints: The process of investigating and responding to complaints you have about the Council's services including any further complaints to an Ombudsman. This does not relate to 'Statutory Complaints' (e.g. for Social Care services).

What personal data do we need from you?

Name and Contact Details (in all cases)

Financial Details (where relevant to the complaint)

Date of Birth (where relevant to the complaint)

National Insurance Number (where relevant to the complaint)

What 'special types' of personal data do we need from you?

Physical or Mental Health details (where relevant to the complaint)

Racial or Ethnic origin (where relevant to the complaint)

Offences (including alleged offences) (where relevant to the complaint)

Who will be using your personal data?

The Data Controller is Essex County Council

The Data Protection Officer for Essex County Council can be contacted at:dpo@essex.gov.uk

The Data Processor(s) supporting this purpose are:

IT Software provider who hosts and manages our complaints data

Contracted suppliers to ECC where they hold data relevant to your complaint

What will it be used for and what gives us the right to ask for it and use it?

We require this personal data to process your complaint.  If we do not have access to it we may not be able to respond fully to your complaint.

Our legal basis for using your personal data is “Necessary for a task in the public interest"

Our legal basis for using your special personal data is:

Substantial public interest

Who else might we share your data with?

Local Government & Social Care Ombudsman

Parliamentary & Health Service Ombudsman

Information Commissioner's Office

Partners of ECC where they may hold data relevant to your complaint

Will your data be stored in or accessible from countries with no UK-equivalent Privacy Law protections?

No

How long will your data be kept?

We will stop using your data after If you have not contacted us for 60 days after we have given you a response

Your data will be held for the remainder of the financial year when the complaint was closed, then for an additional financial year (maximum of 2 years, minimum of 1 year) before deletion

Our use of your data will be subject to the following legal rights:

Your Right to be Informed

Your Right to Access your personal data

Your Right for us to Rectify your personal data

Your Right to Restrict our processing of your personal data

Your Right to Object to how we use your personal data

Your Right to object to Automated decision making and Profiling

As you are not giving your data directly to us:

This is who is giving us your personal data:

Local Government & Social Care Ombudsman

Parliamentary & Health Service Ombudsman

Information Commissioner's Office

Members of the public or professionals with concerns about you

Your representatives (e.g. a Solicitor)

 

Visit the following links for more information about Privacy Law, our obligations and your Rights:

 

The ICO Guide to the General Data Protection Regulation 2016

The General Data Protection Regulation 2016

 

If you have concerns over the way we are asking for or using your personal data, please raise the matter with our Data Protection Officer by the following means:

 

Postal AddressData Protection Officer, Information Governance Team, Essex County Council, County Hall, Market Road, Chelmsford, Essex, CM11QH
Emaildpo@essex.gov.uk
Phone Number0333 013 9824

 

If you still have concerns following our response you have the right to raise the matter with the Information Commissioner's Office:

 

Postal AddressInformation Commissioner's Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF
Online Formhttps://ico.org.uk/concerns/handling/
Phone Number0303 123 1113

 

For our full privacy notice:

http://www.essex.gov.uk/privacy-notices/Pages/Default.aspx