Essential maintenance will be taking place on a number of online systems on Sunday 24 June between 10am and 5pm. This may lead to some parts of the website being unavailable at times. Apologies for any inconvenience caused.

Textphone/minicom and call recording policy

Essential maintenance will be taking place on a number of online systems on Sunday 24 June between 10am and 5pm. This may lead to some parts of the website being unavailable at times. Apologies for any inconvenience caused.

Textphone/minicom

If you are a textphone (minicom) user, please contact us using Text Relay by dialling 18001 before the number you require.

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Text Relay assisted calls are charged at your telecommunication provider’s normal rates

If you have any problems connecting to the Council or it is your first time using Text Relay, dial 0870 240 95 98 from a textphone for help or visit http://www.textrelay.org/

Our call and screen recording policy gives information on who can access call recordings, what will be recorded, and what recordings can be used for. 

Webchat Privacy notice

Web Chat is available for a number of services on the Cornwall Council website. It allows you to speak to council officers using 'live instant messaging’ technology. Information from each 'chat' will be held for 2 years and may be used when looking into your enquiry and for quality and statistical purposes.

You may be asked to complete a short survey on completion of your web chat. All answers for the survey will only be used for service improvement and statistical analysis.

Under Data Protection legislation, you have rights as an individual which you can exercise in relation to the information we hold about you.

You can read more about these rights on or Cornwall Council Data Protection pages.

Before you start a webchat with us we will ask for your name and an email contact. We must ask for your consent to record these.

To initiate a chat session we will always collect

  • Name
  • Email address

To help you with your enquiry during a chat session we may sometimes ask you to confirm

  • Your address
  • Telephone number
  • other information we already hold in our records e.g. to help with Council Tax enquiries

Depending on your enquiry we may also collect the following sensitive personal date

  • physical or medical information e.g. To help with Blue Badge enquiries

We may also capture and store some information about your computer, such as your IP address, operating system and browser type, for system administration. This information is purely statistical and does not identify you as an individual. We use this data to help us understand our users’ browsing patterns.

  • We will use the data you provide us with to send you information about the services you have requested, such as sending you links to our web forms.
  • Where you voluntarily choose to give us your personal details the data you give us will be used to verify your identity and for providing you with the information or service you have requested.
  • The only people using  your personal details will be those initially providing the advice and information to you and those involved in providing, evaluating or managing the webchat service

If you use the Live Chat service we will not share your personally identifiable information with anyone.

We will only send personally identifiable information about you to other organisations when we have your consent. This is only necessary when we need to share your information in order to provide the service requested, such as a missed bin collection.

We may also use the information in response to subpoenas, court orders or other legal process if required under law.

We make every effort through appropriate measures to ensure that your personal information is held securely and to safeguard against unauthorised access by.

  • Having Information Governance policies and procedures for our staff to follow in place
  • Ensuring our staff are trained and competent.

Unfortunately, no data transmission over the Internet can be guaranteed to be 100% secure. We strive to protect your personal information after we have received it; however you acknowledge that the privacy of your communications and personal information can never be completely guaranteed when it is being transmitted.

The Data Controller for all the information you provide is

Cornwall Council
New County Hall
Treyew Road,
Truro, TR1 3AY

Data Protection Registration Number: Z1745294

Link to Cornwall Council Privacy Notice