This notice provides details of what information we collect from you, what we do with it, and who it might be shared with.
Identity and contact details of the controller and the data protection officer
Falkirk Council is the data controller. You can contact the data protection officer at:
Frequently asked questions
Why do we collect this information?
The information is being collected for the following purposes:
- Service delivery – we use the information to support delivery of services to you.
- Service planning/improvement – we use the recordings for training purposes and/ or to investigate complaints
The legal basis for each purpose is set out below:
|Performance of a contract
|Task carried out in the public interest
What information do we collect about you?
We make a recording of your call to us. We also record calls to or from other staff or contractors about you.
Where do we collect information from?
We collect information from you and from third parties which may contain information about you - for example calls may be recorded between staff and/or our contractor when arranging a repair for your Council House.
Who might we share your information with?
We do not share the voice recordings with anyone else, unless we are required to do so by law. We may share the information you give us in your call with other people in the Council so that you can be provided with a service.
Will we send your information outwith the UK?
We will not transfer any data outwith the UK.
How long do we keep hold of your information?
We keep the recording of your call with us for 3 months after we record the call. However, this period may be extended where there are ongoing investigations into (a) the call itself and/or (b) the issue to which the call relates, by the Council or by any investigatory body (such as the Information Commissioner or SPSO). Such calls will be deleted 3 months after any investigation is completed.
What are my rights in relation to the information held about me?
You have the following rights:
- To see any information held about you by making a subject access request.
- To withdraw consent at any time, where the legal basis for processing is consent.
- To data portability, where the legal basis for processing is (i) consent or (ii) performance of a contract.
- To request rectification or erasure of your information, where data protection legislation allows this.
Do I have a right to complain about the way information has been used?
If you have a concern about the way we are collecting or using your personal data, please let us know and we will try to resolve this. If you are still concerned, you can contact the Information Commissioner:
or if you prefer to use a national rate number:
Do I have to provide my personal data to you?
You do not have to provide information to us, but we may then not be able to provide you with a service.
Do you use any automated processes to make decisions about me?
We do not use automated decision making processes.
For further information, please see our Voice Recording Policy.
- Voice Recording Policy
This notice was last updated in May 2018.