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Privacy 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.

How we use your information

This notice explains how we use and share personal information which may be collected online, on paper or by email, telephone, CCTV or in person by different departments across the Council.

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We collect, use, hold and share where necessary, information for the following purposes:

  • to deal with the service that you requested and to allow us to be able to communicate, and provide services appropriate to your needs and to monitor our performance in responding to your request;
  • to ensure we meet our legal obligations;
  • to prevent and detect fraud or crime;
  • for our law enforcement functions, i.e. trading standards, planning enforcement, licensing and other regulatory enforcement;
  • to process financial transactions including grants, payments, benefits and invoices involving us or when we are acting on behalf of other government bodies;
  • to conduct research and surveys and to allow for the statistical analysis of data so we can plan the provision of services;
  • where necessary to protect individuals from harm or injury;
  • to fulfil our duty to improve the health of the population of Cornwall. To help with this, we use data and information from a range of source data, including data collected at the registration of a birth or death to understand more about the health and care needs in Cornwall;
  • where you have consented to the processing;
  • where otherwise permitted under Data Protection legislation.

It applies to information we collect about:

  • Service provision;
  • Visitors to our websites;
  • Providing information to individual services online;
  • Use of cookies;
  • Use of the council website’s search engine;
  • Security of information;
  • People who contact us via social media;
  • People who call our helpline;
  • People who email us;
  • People who use our LiveChat service;
  • People who make a complaint to us;
  • Your rights;
  • Complaints and queries;
  • Access to personal information;
  • Disclosure of personal information

Please see the respective service’s websites for any additional specific privacy policies which may apply to discrete business areas.

Visitors to our websites

When someone visits www.cornwall.gov.uk we use a third party service, Google Analytics, to collect standard internet log information and details of visitor behaviour patterns. We do this to find out things such as the number of visitors to the various parts of the site. This information is only processed in a way which does not identify anyone. We do not make, and do not allow Google to make, any attempt to find out the identities of those visiting our website. If we do want to collect personally identifiable information through our website, we will be up front about this. We will make it clear when we collect personal information and will explain what we intend to do with it.

You will always be provided with a detailed privacy notice when you provide information in order to request a service.  Please make sure that you read the information so you are aware of how your information will be processed.

You can read more about how we use cookies on our Cookies page.

Our website search is powered by SolrSearch. Queries and results are logged anonymously to help us improve our website and search functionality. No user-specific data is collected by either Cornwall Council or any third party.

We use a third party provider, Hootsuite to manage our social media interactions.

If you send us a private or direct message via social media the message will be stored by Hootsuite for three months. It will not be shared with any other organisations.

When you call Cornwall Council’s helpline we currently collect Calling Line Identification (CLI) information. We use this information to help improve its efficiency and effectiveness.

Calls are recorded for training and improvement purposes, call recordings are kept for no longer than two years.

Our helpline also offers a translation service for customers when English is not their first language, this is provided by Language Line. The company that provides this service does not record the calls or retain any information from them.

We use Transport Layer Security (TLS) to encrypt and protect email traffic in line with government. If your email service does not support TLS, you should be aware that any emails we send or receive may not be protected in transit.

We will also monitor any emails sent to us, including file attachments, for viruses or malicious software. Please be aware that you have a responsibility to ensure that any email you send is within the bounds of the law.

If you use the LiveChat service we will collect your name, email address (optional) and the contents of your LiveChat session. This information will be retained for two years and will not be shared with any other organisations.

You can request a transcript of your LiveChat session if you provide your email address at the start of your session or when prompted at the end. Please find more information in the Live Web Chat Privacy Statement.

We will store your information in secure records keeping systems and only use your information in relation to processing and consideration of your feedback. Details of the subject matter raised may be shared with management teams and provided in reports to help with improvements and to monitor our level of service, but this is anonymised and does not include personal details of the person submitting the feedback.

The information you provide will be shared with the service area which relates to your complaint; if further processing is needed you will be advised of this by the relevant service. Where we need to liaise with a third party who provides services on the Council’s behalf, we will only share details of the issue and not your personal information. We will contact you to obtain your permission if it becomes necessary to pass on any personal information.

We will keep your personal information contained in complaint files for up to 6 years from the date your enquiry was closed. This information is retained in a secure environment with restricted authorised access.

Under the 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 our Data Protection pages.

Cornwall Council tries to meet the highest standards when collecting and using personal information. For this reason, we take any complaints we receive about this very seriously. We encourage people to bring it to our attention if they think that our collection or use of information is unfair, misleading or inappropriate. We would also welcome any suggestions for improving our procedures.

If you want to make a complaint about the way we have processed your personal information, you can contact us at dataprotection@cornwall.gov.uk  

We would prefer any complaints to be made to us initially so that we
have the opportunity to see if we can put things right. However, if you are
unhappy with the way we have processed your information or how we
have responded to your request to exercise any of your rights in relation
to your data, you can raise your concerns direct with the Information
Commissioner’s Office.

Tel: 0303 123 1113 or online: https://ico.org.uk/concerns

Cornwall Council tries to be as open as it can be in terms of giving people access to their personal information. Individuals can find out if we hold any personal information by making a ‘subject access request’ under the Data Protection legislation. If we do hold information about you we will:

  • give you a description of it;
  • tell you why we are holding it;
  • tell you who it could be disclosed to; and
  • let you have a copy of the information in an intelligible form.


To make a request to Cornwall Council for any personal information we may hold you need to put the request in writing addressing it to our Corporate Governance and Information Team, or writing to the address provided below.

If we do hold information about you, you can ask us to correct any mistakes by, once again, contacting the Information Governance department.

Further details are available on our Data Protection pages.

We may be required by law to share information about you with other organisations, you will always be informed of this sharing when you provide us with your information. If we don’t have a statutory duty to share information we will not disclose personal data without your consent.

You can also get further information on:

  • agreements we have with other organisations for sharing information;
  • circumstances where we can pass on personal data without consent for example, to prevent and detect crime and to produce anonymised statistics;
  • our instructions to staff on how to collect, use and delete personal data; and
  • how we check that the information we hold is accurate and up to date.

This privacy notice does not cover the links within this site linking to other websites. We encourage you to read the privacy statements on the other websites you visit.

We keep our privacy notice under regular review. This privacy notice was last updated on 23 May 2018.

If you want to request information about our privacy policy you can email us or write to the Council’s Data Protection Officer at:

Corporate Governance and Information team,
4N,
New County Hall,
Treyew Road,
Truro,
TR1 3AY

The Data Controller for all the information you provide to the Council including via this website is Cornwall Council, New County Hall, Treyew Road, Truro

TR1 3AY. Data Protection Registration Number: Z1745294

If you would like to delete your website account please email webmanager@cornwall.gov.uk

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