This notice is provided for clarification on what information we need for the Customer Services team to deliver services to East Ayrshire residents.
Customer Services are your first point of contact whether online or by telephone. Our dedicated team of advisors are committed to providing excellent customer services using the most convenient way for you.
Our aim is to provide the residents and businesses of East Ayrshire with effective and efficient services that meet their needs.
We will aim to deal with your request at first point of contact, where this is not possible we will arrange to contact another service on your behalf or put you in touch with them. When you visit our office in person and would like to speak to someone in private, we will arrange for a suitable private interview facility.
It is necessary for us to gather, collect, store and process personal information to assist in the running and provision of these services.
We put measures in place to protect the privacy of individuals throughout this process.
Responsibility for your information
The information provided by you either in person or through our website will be processed by East Ayrshire Council in accordance with data protection law.
For information on the role of the Data Controller, Data Protection Officer and contact details for the Council, please refer to our Privacy Statement.
What personal information we need and why
We will collect information about you or your household composition (partner or dependants), such as:
- your name
- address
- telephone number
- email address
- date of birth
- and if applicable bank details to facilitate payments
We will use this information to assist us in the delivery of an improved standard of customer service.
We will check some of the information with other services to ensure the information provided is accurate and to determine whether you are entitled to any discount with regards to fees, such as for bulk uplifts. If this information is not provided it may affect our ability to process an application or provide a service.
Within the Customer Service team we have implemented a Customer Service Platform. This platform will provide customers the opportunity to register for a customer account and offer access to a self-service portal. Initially this account will allow you to make any payments to us online and permit you to check your payment history.
As the system develops, the information and features available will be extended to include:
- forms
- account balances
- information bulletins
- the ability to make service requests online and track the progress
Lawful basis for processing personal information
The lawful basis for processing personal data are set out in the Data Protection legislation. In this case the lawful basis for processing individuals’ data are:
- public task – the processing is necessary to perform a task in the public interest
- contract – the processing is necessary for the performance of a contract
Special category data
Data protection legislation defines Special Category Data as data relating to processing of personal data regarding:
- racial or ethnic origin
- political opinions
- religious or philosophical beliefs
- trade union membership
- the processing of:
- genetic data
- biometric data
- data concerning health
- data concerning a person’s sex life or sexual orientation
We may have a requirement to process some types of Special Category Data, and in particular racial or ethnic origin for monitoring purposes.
Lawful basis for processing Special Category Data
The processing is necessary for reasons of substantial public interest. This is on the basis of Union or Member State law which shall be proportionate to:
- the aim pursued
- respect the essence of the right to data protection
- provide suitable and specific measures to safeguard the fundamental rights and the interests of the data subject
Who we will share your information with
To enable us to provide services we may share information under our legal obligations with partner organisations including:
- Health and Social Care Organisations such as NHS Ayrshire & Arran and East Ayrshire Health and Social Care Partnership
- Police Scotland and other criminal investigation agencies
- Scottish Public Services Ombudsman
- The (UK) Information Commissioner
- External Regulators
- Scottish Government
- Registered social landlords
- Housing Associations
We will make any disclosures required by law and may also share information with other bodies responsible for:
- detecting or preventing fraud, or
- auditing and administering public funds
National fraud initiative
The Council is required by law to participate in the National Fraud Initiative (NFI) data matching exercises and information may be provided to the Cabinet Office for NFI purposes, and will be used for cross-system and cross-authority comparison for the prevention and detection of fraud.
How long we keep your information
We will only keep your information for the minimum period necessary.
After this time, information is deleted/destroyed in accordance with our Council approved Retention Schedule (PDF 814 KB) which explains how long we keep information for.
Individuals' data processing rights
Under data protection legislation, individuals have the right to request access to information about them that the Council holds.
Individuals also have the right to:
- object to processing of personal data that is likely to cause, or is causing damage or distress
- prevent processing for the purpose of direct marketing
- object to decisions being taken by automated means
- in certain circumstances, have inaccurate personal data rectified, blocked, erased or destroyed
- in certain circumstances, transfer their data to another organisation (data portability)
How to contact us
Individuals can contact us:
- regarding their data protection rights and the processing of their data
- if they have a concern about the way the Council is collecting or using their personal data
They should raise their concern with our Data Protection Officer in the first instance. Contact details can be found on our Privacy Statement.