Regulatory Services - Service Requests Privacy Statement

Find out how Stirling Council uses personal data by checking the Council’s website at the following address:

https://www.stirling.gov.uk/privacy-statement/

Our website contains a Register of Data Processing which lists all the different ways
in which the Council uses personal data.

This Privacy Notice provides more information about just one of those processes.

The Council has a Data Protection Officer to make sure it is complying with data protection laws.

They can be contacted at:

Data Protection Officer
Stirling Council
Old Viewforth
14-20 Pitt Terrace
Stirling
FK8 2ET

Email: dataprotection@stirling.gov.uk
Telephone: 01786 404040

To permit investigation of service requests from consumer or business which may involve contacting a third party and identifying the person who has raised the request or complaint.

Personal data is recorded to ensure that the service request is being investigated/progressed by the appropriate local authority.

To permit transfer of data to another party if they are
more appropriate to deal with the service request.

Name, Address, Telephone number (landline / mobile) and Email address of service users (which include consumers and businesses from the local council area) and consumers from out with the area who have a complaint about a business in the local area.

Data subject can also be proxy contacts who are contacts for consumers in our area who have given authority for a family member to act on their behalf. These data subjects may or may not be located within our local council area.

In certain complaints we may also record, date of birth
and financial details

GDPR Article (6)(e) - processing is necessary for the performance of a task carried out in the public interest or in the exercise of official authority vested in the controller.

Personal data may also be processed for the purpose of a contract that the service user is party to.

Personal data is submitted directly by data subjects by letter, email or via interview or telephone conversation.

It can also be submitted by proxy contact on behalf of data subject.

We may receive information from another Law
Enforcement Agency with name and telephone number asking for contact to be made with data subject.

Personal data is also transferred by The Citizens Advice Consumer Service into the Civica APP system and is subject to a data sharing agreement. If the data is
passed from another Law Enforcement Agency it is by email or telephone and is entered to UNIFORM or CIVICA by the receiving officer.

Data is stored on the Civica APP or UNIFORM system and on network drives.

Data is also stored in paper format

Paper forms are archived at the end of the calendar year to the records office with a retention period of 5 years.

Data is in email systems and is deleted from that system when the service request is completed.

A maximum of 6 years from the end of the calendar year in which the service request was received.

Personal data for service requests from
consumers/businesses, we will routinely contact a third party to progress request and the personal data will be shared to allow third party to respond to concern.

You have the following rights under data protection laws. If you have a request under any of these rights, you can make a subject access request.

• The right of access – You have the right to request information we hold about you. This is known as a subject access request and is free of charge. We must respond within one month, although this can be extended to three months if the information is complex.
  
  
• The right to rectification - You are entitled to have your information rectified if it is factually inaccurate or incomplete. We must respond to your request within one month. If we decide to take no action, we will tell you why and let you know about your right of complaint to the UK Information Commissioner
  
  
• The right to erasure - You have the right to ask us to delete your information or stop using it. It will not always be possible for us to comply with your request, for example, if we have a legal obligation to keep the information. If we decide to take no action, we will tell you why and let you know about your right of complaint to the UK Information Commissioner.
  
  
• The right to restrict processing - You have the right to restrict how your data is processed in certain circumstances, for example, if the information is not accurate. If a restriction is applied, we can retain just enough information to ensure that the restriction is respected in future. We must tell you if we decide to lift a restriction on processing.
  
  
• The right to data portability – You have the right to object to processing, if we are processing your personal data with your consent, and it is held in a structured, commonly used, machine-readable form, you have a right to ask us to transmit it to another data controller so they can use it. This right does not apply if we process your personal data as part of our public task.
  
  
• The right to object - You can object to your information being used for profiling, direct marketing or research purposes.
  
  
• You have rights in relation to automated decision making and profiling - to reduce the risk that a potentially damaging decision is taken without human intervention.

If you want to complain about or comment on how we have processed your personal information, you should email dataprotection@stirling.gov.uk

If you are still unhappy with how the council handled your complaint, you can contact the UK Information Commissioner's Office at:

The Information Commissioner,
Wycliffe House,
Water Lane,
Wilmslow,
Cheshire SK9 5AF

Phone: 0303 123 1113

You can find further information on the Information Commissioners Office website.