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Customer Experience – Statutory Complaints

24 May 2018

What service is being provided?

Statutory Complaints (Children's & Adults Social Care)

 

What personal data do we need from you?

Name and Contact Details

Family Details

Birth Name

Lifestyle and Social Circumstances

Case File information (such as your Service User number)

Date of Birth

Carer Details

 

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

(Where relevant to your complaint we may need the following)

 

Physical or Mental Health details including disabilities

Racial or Ethnic origin

Religious or other beliefs of a similar nature

Information on court proceedings, including outcomes and sentences

 

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:

  • Suppliers to ECC where they may hold data relevant to the complaint
  • IT Software providers who host and manage our statutory complaints data

 

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

Service Delivery

Service improvement & planning

Prevention & detection of crime and fraud

 

If we cannot use your data we would not be able to fully investigate your complaint

 

Our legal basis for using your personal data is under a legal obligation

 

Our legal basis for using your special personal data is:

  • Social Security & Social Protection (Social Care)
  • Health & Social Care Management
  • Health & Social Care Treatment

 

Who else might we share your data with?

Local Government & Social Care Ombudsman

Parliamentary & Health Service Ombudsman

Information Commissioner's Office

Your representatives (e.g. a Solicitor/Advocate)

 

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 when the complaint is closed

After we stop using it, your data will be deleted after 5 years

 

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 Automated decision making and Profiling

 

We may also receive personal information about you from others:

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