Data Controller and purpose
The information you provide will be used by the London Borough of Tower Hamlets’ contact centre service, to process your telephone interactions. London Borough of Tower Hamlets is the data controller and Wavenet is the data processor for telephone calls.
We process your data in accordance with the General Data Protection Regulation (GDPR) and if you have any concerns the council’s Data Protection Officer can be contacted on DPO@towerhamlets.gov.uk.
Condition for processing personal data
It is necessary for us to process your personal data under the GDPR article 6(1)(a) consent.
A delay in you providing the information requested may result in a delay in providing appropriate services.
How long do we keep your information?
We will only hold your information for as long as is required by law and to provide you with the necessary services. Telephone call recordings are retained for 12 months and then the recording is automatically deleted. In order to maintain privacy and confidentiality, the Corporate Contact Centre does not hold conference calls (e.g. talk to a customer and a 3rd party at the same time).
We may also anonymise some personal data you provide to us to ensure that you cannot be identified and use this for statistical analysis of data to allow the council to effectively target and plan the provision of services.
Information sharing
Your personal information may be shared with internal departments or with external partners and agencies involved in delivering services on our behalf. This may include Council tax, Benefits, Parking and other Council departments.
The council has a duty to protect public funds and may use personal information and data-matching techniques to detect and prevent fraud, and ensure public money is targeted and spent in the most appropriate and cost-effective way. Information may be shared with internal services and external bodies like the Audit Commission, Department for Work and Pensions, other local authorities, HM Revenue and Customs, and the Police.
This activity is carried out under social protection law.
We have a duty to improve the health of the population we serve. To help with this, we use data and information from a range of sources including hospitals to understand more about the nature and causes of disease and ill-health in the area. This data would normally be anonymised and never used to make decisions on a specific individual or family.
The service will process some of the data by computer and may therefore make automated decisions on your case. You can ask for this to be explained to you, please see the ‘your rights’.
Your Rights
You can find out more about your rights on our data protection page and this includes details of your rights about automated decisions, such as the ranking of Housing Applications, and how to complain to the Information Commissioner.