Customer Services Surveys Privacy Notice

Read the privacy notice for customer services surveys

Following or during contact with Customer Services, we make ask you if wish to complete a customer satisfaction survey.

As the 'data controller' for the personal information - or data - we hold about you, South Ayrshire Council decides how your personal information is used/processed, and what it is used for. This statement provides more details about this and provides information on how to get in touch with us if you need to know more.

Your personal data - what is it?

Personal data is information relating to a living person who can be identified from that data. Identification can be based on the information alone, or in conjunction with any other information. The processing of personal data is governed by the UK General Data Protection Regulation (UK GDPR) and supplemented by the Data Protection Act 2018.

What Personal Data will we collect from you?

The completion of Customer Services Surveys is voluntary. We will only collect the personal information you choose to provide when completing the survey. The questions asked in surveys are anonymous, unless you choose to provide additional information which may identify you.

The personal information we will collect is as follows:

Essential Data Collection	Optional Data Collection
Appointment type and details, e.g. which service your enquiry related to	Age range
Your preference for interacting with customer services, e.g. email, telephone, face to face, or other digital options	Reasons for you selected method of contact
Information on whether the service met your needs or not	Any additional feedback/details relating to your contact
Overall service experience when contacting Customer Services
Location where customer service assistance was provided

Based on what you answer within any free-text/comments boxes, potential sensitive personal data may be captured depending on the content you provide. Please note that some fields within the survey are mandatory to enable submission.

How will we use your information?

When you choose to participate in one of our surveys, a member of our Customer Services Team can complete the survey verbally with you. Alternatively, we can text or email you a link to the survey. Paper copies are available from our customer service team to enable you to complete the survey in paper format should you wish this.

We will use the information you submit in Customer Service surveys to develop and improve the service we provide and to measure service delivery.

We will also use survey information to understand themes and trends in relation to your contact with Customer Services. The information will be used in anonymised reporting, at corporate and elected member level.

The information you provide will remain confidential, although general anonymised information will be retained and used by the Council for monitoring purposes.

What is the legal basis for using/sharing your information?

Our legal basis for processing your personal data is that the processing is required for the legitimate interests of the Council, as data controller, i.e. it is in the interests of the Council to gather this data to collect and report this information to develop and improve customer services within the Council.

Special category data

Should you choose to provide more sensitive personal information about yourself known as special category data, for example health information, processing of this data is necessary for reasons of substantial public interest as set out in Article 9(2) (b) of the UK GDPR and meets a condition in Part 1 of Schedule 1 of the Data Protection Act 2018.

Who will we share your information with?

Information will be shared only in an anonymised format for reporting purposes.

How long do we keep hold of your information?

We keep your personal data for no longer than reasonably necessary. Your information will be retained in line with our Corporate Records Retention Schedule as follows:

Purpose we collect your personal data	Trigger - event that prompts start of retention period	How long we hold your data
Customer Services Survey	Completion of Survey	Current plus 2 years

Anonymised statistical survey information may form part of corporate reporting, that will be permanently retained by the Council.

What are your rights?

The lawful basis for processing/using your personal data directly impacts which rights are available to you. You can ask us to:

correct your personal information if it is inaccurate;
complete your personal information if it is incomplete;
restrict the processing of your personal information in certain circumstances; and
erase your personal information in certain circumstances.

You also have the right to object to the processing of your personal information.

What are the consequences of failing to provide personal information?

These surveys are voluntary and there are no consequences of failing to provide personal information.

What about Automated Decision- Making?

The Council does not use profiling or automated decision-making. Some processes are semi-automated (such as data matching for the prevention or detection of fraud), but an actual person will always be involved before any decision is reached affecting any individual.

Do you require this statement in a different format?

Please contact us if you require this information in an alternative format.

How can you get in touch with us?

If you wish to obtain any records held by the Council relating to you, or if you have any general data protection queries, please contact the Council's Data Protection Service at:

Data Protection Officer
South Ayrshire Council
County Buildings
Wellington Square
Ayr
KA7 1DR

Email: DataProtection@south-ayrshire.gov.uk

Telephone: 01292 612 223

Are you dissatisfied with the way your Personal Information has been handled?

If you are unhappy with the way we have dealt with your personal information, you can complain to the Council's Data Protection Officer using the contact details noted above.

If you remain dissatisfied after contacting us, you have the right to complain to the Information Commissioner (https://ico.org.uk/for-the-public/):

Information Commissioner's Office - Scotland
Queen Elizabeth House
Sibbald Walk
Edinburgh
EH8 8FT

Email: Scotland@ico.org.uk

Telephone: 0303 123 1115