Contact Centre privacy notice

Who is the data controller for the information I provide?

Liverpool City Council is the data controller for any personal information you provide during your visit or call - this includes interactions via chat, WhatsApp, email or social media direct message.

Why we are collecting your data

To process your query, complaint or request.

What is the legal process for collecting and processing this data?

We are required to collect data in order to fulfil legal obligations and official public tasks as a public authority, provided for within Articles 6 and 9 of the General Data Protection Regulation (GDPR), and to deal effectively with your query.

The information we may collect 

This will be dependent upon the query that is being raised which can range from the processing of housing benefit or council tax queries to bin collection service.

It has become common practice to record calls due to the volume of business conducted by telephone. Recording customer conversations allows us to assess customer satisfaction, train and develop staff, review call quality and have access to a verbal record of what is said in the event of a subsequent complaint.

If you make an appointment to see a member of our team in person we will collect your name, address, contact details and reason for appointment. 

Do I have to provide this information, and what will happen if I don’t?

In most instances, it will be you that is raising the query. If you do not provide the council with sufficient information, we may be unable to address your query, issue or complaint or any further issues which may arise as a result.

Who will your information be shared with?

To process your query effectively your information will need to be shared with other departments within the council and possibly other agencies and organisations. Within the council your information will only be passed to officers within the relevant departments who are responsible for handling your query. In those circumstances where we are required to share your information with other organisations, we will ensure this is done in a secure manner, and that the information shared is proportionate in order for us to deal with your issue.

How long will you keep this information for?

All contact centre data is retained for 28 days after which it is deleted.

How will my information be stored?

Call recordings are stored in Verint ICT system.

Customer in-person appointment information is stored in Q Genie ICT system.

Online chat conversations are stored in Landbot.

Will this information be used to take automated decisions about me?

No

Will my data be transferred abroad?

No

What rights do I have when it comes to my data?

You have a number of rights that are set out on the How to access your data page of this section.

Where can I get advice?

View our Help and advice page for more information.