Privacy policy

Please read our information on how we are supporting residents and businesses, as well as information on affected services.


Please be aware that the Council has published a separate privacy notice detailing how we are processing personal data for the Covid-19 response. View the Covid-19 Privacy Notice.

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.

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, ie. 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.

Providing information to individual services online

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.

Use of cookies

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

Search engine

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.

People who contact us via social media

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.

People who contact us via Textphone/minicom

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

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 0800 500 888 from a textphone for help or visit https://www.relayuk.bt.com/

Call and screen recording policy

The Council’s telephony system logs the telephone number of incoming calls (except where the number is withheld by the caller) and all outgoing calls. This information is processed in collective form as performance data in order that the council can shape and improve its service to the public. The information is also retained for a no longer than two years to protect both the council and members of the public in the event of complaint, criminal or fraudulent activity.

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. 

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