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Customer Contact Privacy Notice

This Privacy Notice outlines how your personal data is processed by us, Boston Borough Council (BBC), and our partner, Public Sector Partnership Services (PSPS), when you contact our customer contact channels (telephone, electronic forms or email).

For all contact made through our customer contact teams, we are the Data Controller responsible for the personal information you may provide. Our Data Protection Officer (DPO) can be contacted via email Data.Protection@boston.gov.uk, by phone on 01205 314200, or by writing to us at information Management, Boston Borough Council, Municipal Buildings, West Street, Boston, PE21 8QR.

Your data will initially be processed by PSPS, a company which is owned by East Lindsey and South Holland District Councils, before it is passed onto any relevant Council departments for processing. PSPS' Data Protection Officer can be contacted via email: Corporate.Services@pspsl.co.uk, by phone on 01507 613303, or in writing to Data Protection Officer, Public Sector Partnership Services, The Hub, Mareham Road, Horncastle, Lincolnshire, LN9 6PH.

What we mean by Customer Contact

Any time you call the Council by phoning (01205 314200), by emailing a central email address, by submitting a web form or by speaking with an advisor face-to-face, you are engaging with our customer contact team.

Their role is to answer any queries they can directly, and/or to pass your query on to relevant specialists when appropriate or necessary to do so.

Types of information processed by Customer Contact

Our Customer Contact team can be the main or first point of contact for any service provided by the Council. For example, this may include but not be limited to services relating to: Council Tax, Benefits, Business Rates, Housing Advice and Support, Environmental Protection, Planning, Waste Services and Licensing.

The type of information retained is usually high level information regarding your contact, such as when you contacted us, by what method, what you contacted us about and any other information taken at the time such as contact information.

Call recording

From 31st October 2022, a new Telephony Solution will be implemented which will improve customer experience when contacting the Council, including more effective call options and messages and a call recording feature.

When a call is recorded, the telephone number of both parties (internal and external) and a digital recording of the telephone conversation will be retained on the system. Recordings are kept securely and confidentially. They will be held for no more than 30 days, unless there is a legitimate reason to do so. Call recordings will be used to assist in the quality monitoring of staff performance, to investigate and resolve complaints and to identify training needs.

The data controller for call recordings is PSPS.

Retaining and Sharing Information

PSPS currently retains information dating back to 2011. This is something we're currently reviewing and our intention is to have a much shorter retention period in the future.

Information you provide to customer contact will always be shared with the relevant service where this is necessary to deal with your query or service request. For example, if you contacted us relating to a Council Tax query we will pass this information directly onto the Council Tax Team, or if you wanted to purchase a green bin service we will pass this onto the waste services team. Other than sharing this information with services directly where necessary to deal with your query, we will not share this information more widely unless there is a legal obligation to do so.