Complaints privacy notice

Why we need your information and how we use it

Gateshead Council is always working to improve the way services are provided to our customers. We want to ensure that we are transparent and provide you with information about how we will use your personal data.

In order to investigate and administer your complaint it is necessary for us to collect and hold personal information about you.

If you make a complaint about the us we will hold the information you provide to us securely and use it to help us to process your complaint. Your information will only be passed to officers within the relevant departments who are responsible for handling, investigating and responding to complaints. All information pertaining to complaints are administered and held on a central system which will be accessible by complaints management staff.

Any personal data collected through the complaints handling process will be processed in accordance with the UK Data Protection Legislation.

Type of information collected from you

We will ask for details such as your name, address, contact number, email address and the type of service your complaint is about.

If the complaint relates to another person, we will need to contact them separately to gain consent if this has not already been provided.

We have a commitment to equalities monitoring and as part of this we will also ask you some questions about you. We will ask for details such as your date of birth, ethnicity, gender, sexuality, age, religion and whether you have a disability. The information that you give us will help us to make sure that everyone is treated fairly and that we are reaching a wide range of people and understanding their needs and concerns.

Who your information may be shared with (internally and externally)

We will only share your information with internal departments and organisations that we are contracted with or who we need to share information with to deal with your complaint for example the Local Government Ombudsman.  We will not normally share your information with any other external organisation without your consent. However there may be certain circumstances where we would need to share your information for example; where we are required to do so by law, for safeguarding purposes or in risk of harm or emergency situations.

How long we keep your information

We are required to keep your information relating to your complaint for a minimum of six years after which time your information will be destroyed.

Your information we use for marketing purposes will be kept with us until you notify us that you no longer wish to receive this information.

How you can access, update or correct your information

The Data Protection law gives you the right to apply for a copy of information about yourself. This is called a 'Subject Access Request'. For information on how to make a request visit our Data protection page.

It is important that we hold accurate and up to date information about you. This will enable us to investigate and administer your complaint more efficiently and to provide you with any relevant services or information more quickly. If any of the information we hold on you is inaccurate or out of date please us let know. You can do this by emailing us at informationrights@gateshead.gov.uk

Your information choice and rights

If you have any questions or concerns about how your information is used please email our Information Governance team at informationrights@gateshead.gov.uk

Information Commissioner's Office

The Information Commissioner is the UK's independent body set up to uphold information rights.

If you would like to know more about your rights under the Data Protection law, and what you should expect from us, visit the Information Commissioner's website.

If you have any concerns regarding our privacy practices or about exercising your Data Protection rights, you may contact the Information Commissioner's Office:

Information Commissioner's Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF

0303 123 1113 or 01625 545 745 
casework@ico.org.uk

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