Customer Services Surveys Privacy Notice
Read the privacy notice for customer services surveys
Following or during contact with Customer Services, we make ask you if wish to complete a customer satisfaction survey. We may also provide information on, or ask if you wish to complete, other Council Surveys which are available. Access to surveys will be available online or through other internal Council Service areas, e.g. on the Council's website or within our Libraries via the Council's Library staff.
As the 'data controller' for the personal information - or data - we hold about you, South Ayrshire Council decides how your personal information is used/processed, and what it is used for. This statement provides more details about this and provides information on how to get in touch with us if you need to know more.
Your personal data - what is it?
Personal data is information relating to a living person who can be identified from that data. Identification can be based on the information alone, or in conjunction with any other information. The processing of personal data is governed by the UK General Data Protection Regulation (UK GDPR) and supplemented by the Data Protection Act 2018.
What Personal Data will we collect from you?
The completion of Customer Services Surveys is voluntary. We will only collect the personal information you choose to provide when completing the survey. The questions asked in surveys are anonymous, unless you choose to provide additional information which may identify you. Please note that some fields within the survey are mandatory to enable submission.
The personal information we will collect is as follows:
Essential Data Collection | Optional Data Collection |
|---|---|
Appointment type and details, e.g. which service your enquiry related to | Age range |
Your preference for interacting with customer services, e.g. email, telephone, face to face, or other digital options | Reasons for your selected method of contact |
Information on whether the service met your needs or not | Any additional feedback/details relating to your contact |
Overall service experience when contacting Customer Services | Partial post code |
Location where customer service assistance was provided |
|
You will be asked for your personal views, experiences and opinions when you agree to complete a survey. This could include:
Your confidence levels in using online/digital services;
Your experiences in using Council online/digital services;
If you are interested in additional support and learning for online services, and/or what online and digital services you currently use.
The survey will also give you the opportunity to provide further information in free-text/comments boxes. The Council will never ask you to provide sensitive personal information, but if you chose to do so you should keep in mind that you are sharing this and it will be processed by the Council and held on Council records.
How will we use your information?
When you choose to participate in one of our surveys, a member of our Customer Services Team can complete the survey verbally with you. Alternatively, we can text or email you a link to the survey. Paper copies are available from our customer service team to enable you to complete the survey in paper format should you wish this.
We will use the information you submit in Customer Service surveys to develop and improve the service we provide and to measure service delivery.
We will also use survey information to understand themes and trends in relation to your contact with Customer Services. The information will be used in anonymised reporting, at corporate and elected member level.
Where you provide anonymous information relating to customer trends, preferences and experiences we may use this information to develop and enhance service provision in local community areas.
The information you provide will remain confidential, although general anonymised information will be retained and used by the Council for monitoring purposes and for improving the provision of Council Services.
What is the legal basis for using/sharing your information?
Our legal basis for processing your personal data is that the processing is required for the legitimate interests of the Council, as data controller, i.e. it is in the interests of the Council to gather this data to collect and report this information to develop and improve customer services within the Council and to improve the provision of Council services.
Special category data
The Council will not ask that you share special category with us during engagement with our surveys. However, should you choose to provide more sensitive personal information about yourself known as special category data, for example health information, processing of this data is necessary for reasons of substantial public interest as set out in Article 9(2) (b) of the UK GDPR and meets a condition in Part 1 of Schedule 1 of the Data Protection Act 2018.
Who will we share your information with?
Survey information will be shared in an anonymised format for reporting purposes.
Where a survey incorporates customer trends, preferences and experiences we may share anonymised survey information with other internal Council Services, e.g. Thriving Communities with a view to developing and enhancing service provision in local community areas, e.g. to improve access to digital support.
How long do we keep hold of your information?
We keep your personal data for no longer than reasonably necessary. Your information will be retained in line with our Corporate Records Retention Schedule as follows:
Purpose we collect your personal data | Trigger - event that prompts start of retention period | How long we hold your data |
|---|---|---|
Survey | Completion of Survey | Current plus 2 years |
Anonymised statistical survey information may form part of corporate reporting, that will be permanently retained by the Council and may be published within Council official reports, e.g. around customer trends and service improvements.
What are your rights?
The lawful basis for processing/using your personal data directly impacts which rights are available to you. You can ask us to:
- correct your personal information if it is inaccurate;
- complete your personal information if it is incomplete;
- restrict the processing of your personal information in certain circumstances; and
- erase your personal information in certain circumstances.
You also have the right to object to the processing of your personal information.
What are the consequences of failing to provide personal information?
These surveys are voluntary and there are no consequences of failing to provide personal information.
What about Automated Decision-Making?
The Council does not use profiling or automated decision-making. Some processes are semi-automated (such as data matching for the prevention or detection of fraud), but an actual person will always be involved before any decision is reached affecting any individual.
Do you require this statement in a different format?
Please contact us if you require this information in an alternative format.
How can you get in touch with us?
If you wish to obtain any records held by the Council relating to you, or if you have any general data protection queries, please contact the Council's Data Protection Service at:
Data Protection Officer
South Ayrshire Council
County Buildings
Wellington Square
Ayr
KA7 1DR
Email: [email protected]
Telephone: 01292 612 223
Are you dissatisfied with the way your Personal Information has been handled?
If you are unhappy with the way we have dealt with your personal information, you can complain to the Council's Data Protection Officer using the contact details noted above.
If you remain dissatisfied after contacting us, you have the right to complain to the Information Commissioner (https://ico.org.uk/for-the-public/):
Information Commissioner's Office - Scotland
Queen Elizabeth House
Sibbald Walk
Edinburgh
EH8 8FT
Email: [email protected]
Telephone: 0303 123 111
