Privacy notices - Complaint
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Purpose
Complaint -
Description
The Highland Council needs to collect your personal data so we can record, investigate and respond to your complaint and also for quality control purposes. We will only collect the personal data from you that we need to deal with your complaint.What information do we collect about you?
- Name
- Address
- Phone number
- Email address
- Nature of the complaint
This is to ensure that we are able to respond to the complaint. If you choose not to supply your name and contact details it may not be possible to investigate or respond to your complaint.If your complaint relates to a service that someone else has received, we may need to ask for evidence that you have been asked to represent them.How will we use the information about you?
We collect information about you to administer and investigate your complaint and to improve the provision of services we provide.Complaints are administered by our Customer Services Officers and are allocated to the appropriate member of staff for resolution and they may contact you for further information. -
If you don't give us your information
If you dont provide personal data we will not be able to contact you about your complaint.
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Conditions for processing personal information
Offical Authority: The Council is a listed authority under the Scottish Public Services Ombudsman Act 2002 and
must ensure it has a complaints handling procedure.Read our complaints handling procedure
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Your rights
Find out more about your rights
- View personal data
- Change personal data
- Delete personal data
- Restrict processing of personal data
- Object to processsing of your personal data
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Who we share your information with
We may disclose information to third parties where it is necessary to investigate your complaint but we will usually discuss this with you. Where we need to disclose sensitive information such as medical details to a third party, we will only do so once we have obtained your explicit consent.
Your personal data will only be shared with someone we know is acting on your behalf when we have your prior consent to do this. The Council has a duty to protect public funds and may share information regarding complaints internally if it is appropriate to do so.
If you choose to appeal the outcome of your complaint to the Scottish Public Services Ombudsman, the Council will usually be asked to share details of your complaint with them.
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How long we hold your information
The Council will hold information on complaints for five years from the date the complaint is recorded as closed.This will allow us to ensure information is retained in case the complaint is escalated and to ensure that any action agreed as a result of the complaint is followed up.
We also send surveys to people who have made complaints to measure their satisfaction with the process and we will use your data to contact you to give you the opportunity to complete such a survey. If you do not wish to be contacted for this purpose, please let us know -
Automated processing
Your personal information is not subject to automated decision making or profiling -
Data controller
The data controller is The Highland Council
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Data Protection Officer
Data Protection Officer
Highland Council Headquarters
Glenurquhart Road
Inverness
IV3 5NX
01463 702029 -
Supervisory authority
If you are unhappy with the way we have processed your personal information you can contact the Information Commissioner:
Information Commissioner's Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF
Tel: 0303 123 1113
https://ico.org.uk/global/contact-us/