Name: Managing Customer Contact Privacy Notice
Description: Managing Customer Contact Privacy Notice

Managing Customer Contact Privacy Notice

Privacy Notice for Managing Customer Contact

Restricted contact - we may impose a restriction on your access to our services if it is necessary to protect our staff from unacceptable behaviour as defined in our Policy on Unreasonably Persistent and/or Vexatious Complainant’s Behaviour.

Information requirements - we will explain to you the restriction that we have applied and why we feel it is necessary. We will create a record of the restriction for administration purposes, so relevant staff members know the restriction is in place. This will include your name, contact details and a description of why we have imposed a restriction.

We will review the restriction periodically. We will remove it if we feel your behaviour has changed or if you no longer communicate with us.

Lawful bases1 - our lawful bases for processing your personal information are:

  • where it is necessary for the performance of a task in the public interest; and
  • where your information contains:
    • special category personal data (health, religion or ethnicity);
    • criminal convictions and offences (including alleged offences),

this is processed for reasons of substantial public interest under the laws that apply to us where this helps to meet our broader social obligations such as where it is necessary for us to fulfil our legal obligations and regulatory requirements. We have a Data Protection Policy, which sets out how this information will be handled.

Single point of contact - we may provide a single point of contact if you or we (or both) believe it will help to create a better outcome for all concerned.

A decision will be made by a manager to give you a single point of contact. This may be where you have several complaints and we believe it will be more efficient for us to deal with them in this way. We will make a record of the fact that you have a single point of contact. All relevant staff will know about using it to manage communications between you and us. It will include your name, contact details and a description of the need to have a single point of contact.

Data sharing - your information may be shared with:

  • our service departments
  • Councillors
  • Police
  • Member of Parliament
  • Kent County Council
  • Emergency Services

We rely on a number of exemptions, which allow us to share information without needing to comply with all the rights and obligations under the Data Protection Act 2018. Please refer to the Kent & Medway Information Agreement for further details on our sharing arrangements.

Retention period - we keep your personal information for the minimum period necessary. The information outlined in this Privacy Notice will be kept for one year from the date of the file closure unless exceptional circumstances require longer retention eg: a pending court case. All information will be held securely and disposed of confidentially.

Right to object - where processing your personal information is required for the performance of a public interest task (see our lawful bases above), you have the right to object on ‘grounds relating to your particular situation’. We will have to demonstrate why it is appropriate for us to continue to use your personal data.

Changes to this Privacy Notice - we review this Privacy Notice regularly and will place updates on our website.

Please refer to our Corporate Privacy Notice for further details of how we process your personal information and for details on your additional rights.

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1 Note that we may process your personal information on more than one lawful basis depending on the specific purpose for which we are using your information

GDPR/Privacy Notice/ Managing Customer Contact

Last Updated: 20th March 2020