Privacy and telephone calls

This privacy notice explains how Buckinghamshire Council (the data controller) will use information collected during telephone calls.

Buckinghamshire Council record some inbound and outbound telephone calls. We will advise you if a call is being recorded.

To deal with your enquiry you may need to provide us with your personal information. We collect the following data:

• your name
• your contact details (phone number, email address)
• any information you give us during the call. This would normally be a summary but where appropriate a full copy of the conversation may be kept
• a recording of the call (if applicable)

We need your information to:

• provide you with a service
• investigate complaints
• consider and answer your enquiries
• for training, audit and quality assurance

We will also use your information to keep a record of our contact with you.

The legal bases for processing your information under the UK GDPR and Data Protection Act 2018 are:

• Article 6(1)(e) we need it to perform a public task
• Article 6(1)(a) your consent
• Article 9(2)(g) substantial public interest

We will inform you if a phone call is being recorded and ask for your consent. If you do not consent, we will offer other ways to assist you.

We may need to use your personal information so we can contact you, carry out a request, or provide a service. If appropriate, we may share your information with:

• relevant services within the Council
• partners or contractors of the council who deliver services on our behalf
• other bodies, such as the police, where it is necessary to comply with a legal obligation

Where recorded the Council uses Microsoft CoPilot to summarise and/or transcribe the conversation. Summaries will be checked by the person speaking to you for accuracy before being kept on your notes. For details of how long we keep our information please see our corporate privacy notice.

We will securely hold your information. Recordings are automatically deleted after 90 days. If the call recording or transcript is available, you can request a copy by contacting us.

We do not carry out any automated decision making in relation to this information.

You have legal rights over your information. For details of those rights, see our corporate privacy notice. Your rights will differ depending on our lawful basis for processing your data.

Our Data Protection Officer can be contacted at Buckinghamshire Council, The Gateway, Gatehouse Road, Aylesbury, HP19 8FF, by email at [email protected] or by phone at 0300 131 6000.

If you have any concerns about our use of your personal information, you can make a complaint to the Data Protection Officer. You can also then complain to the ICO if you remain unhappy with how we have used your data.

Date of publication/last update: July 2024