Dudley Council
Dudley Skyline

Customer Services (Dudley Council Plus) Privacy Notice

Your right to privacy is very important to us and we recognise that when you choose to provide us with information about yourself, you trust us to act in a responsible manner. The following information will assist you in understanding why we process your information.

This privacy notice will explain how Dudley Metropolitan Borough Council will use the information you provide when completing a customer services request via telephone, face to face, email or written correspondence.

Recording telephone calls

In some parts of the council we routinely record telephone calls for the following purposes:
•  To monitor the quality of call handling and customer service
•  Staff training, coaching and support
•  The verification of what was said if there is a dispute or complaint
•  To protect staff from abusive behaviour
•  To verify the customers agreement during certain service requests

If it is likely that your call will be recorded, then reasonable efforts will be made to ensure you are aware of this fact. This will usually be achieved by playing a notification of recording at the start of your call.

Where there is a need to verify something you have said (e.g. that the information you have provided in support of an application is true and accurate) you will be reminded that the conversation is being recorded.

Why we collect your information

Dudley Metropolitan Borough Council’s Customer Services provides a point of access for the public to a wide range of services.

The information that we collect from you will be forwarded to the relevant service area responsible for providing the service requested.

Who we share information with

We will share your information internally to the Council with the service that can assist you. The council has a number of Privacy Notices published at Privacy and Disclaimer Statements 

They will provide you with further details on how your information will be handled once it has been passed on.

The lawful basis on which we use this information

Privacy and Disclaimer Statements will take you to information including the legal basis for processing, how long information will be retained and any sharing of your information with other organisations.

 

Further information

You can obtain further information on why the council processes information and your rights, including your right of access to your records, at Corporate Privacy Disclaimer Statement