Cornwall Council Customer Satisfaction Surveys

Who will control my data?

The Data Controller for all the information you provide on this form is Cornwall Council, New County Hall, Treyew Road, Truro TR1 3AY. Data Protection Registration Number: Z1745294

There’s something I don’t understand

If you need help in understanding this information, please contact the Customer Standards team on telephone number 01872 327800 or by emailing customerstandards@cornwall.gov.uk 

How will the Council use my personal data?

The personal data you provide as a result of completing the customer satisfaction survey will be based upon your consent and processed in line with the information provided to you within this privacy notice.

The survey responses you provide will be summarised to provide statistical information relating to customer experience to help improve our service.

We will only request your name and email address if you wish to be contacted by the Council in relation to your feedback. Your name and address will only be used for this purpose only.

If you have called the Council recently and received a text message, we will only reuse your mobile phone number if you have replied ‘STOP’. This is so that we can exclude your number from receiving future text messages.

Who else will we share your information with?

The survey platform is provided by our Data Processor, GovMetric.  

Our text messaging service is provided by our Data Processor ‘Notify’ which is provided by the Government Digital Service. If you have received a text message after a call to the Council your mobile number will have been shared with Notify.

How do we keep your personal data secure?

Your data will be held within Cornwall Council’s secure network and premises and will not be processed outside of the EEA. Access to your information will only be made to authorised members of staff who are required to process it for the purposes outlined in this privacy notice.

GovMetric surveys maintain the same levels of security that we do which are set out in the contract we have with them.

Notify maintain the same levels of security that we do which are set out in the contract we have with them.

How long will you keep this information for?

If you provided contact details, we will keep that information for 1 year following the end of the current financial year (31^st March). This is to align with our retention policies for customer contact and complaints.

If you have received a text message with a link to the survey your phone number will be stored. How long we keep your mobile number is different depending on whether you have replied ‘STOP’ or completed the survey.

• If you respond to the survey; we keep your information for 1 year following the end of the current financial year (31^st March)
• If you replied ‘STOP’ because you do not want to receive further messages, we will keep your mobile number in order to stop future text messages.
• If you haven’t responded to the survey or replied ‘Stop’ your information will be automatically erased after 7 days.

What are my data rights?

Your personal information belongs to you and you have the right to:

• be informed of how we will process it
• request a copy of what we hold about you and in commonly used electronic format if you wish (if you provided this to us electronically for automated processing, we will return it in the same way)
• have it amended if it’s incorrect or incomplete
• have it deleted (where we do not have a legal requirement to retain it)
• withdraw your consent if you no longer wish us to process
• restrict how we process it
• object to us using it for marketing or research purposes
• object to us using it in relation to a legal task or in the exercise of an official authority
• request that a person reviews an automated decision where it has had an adverse effect on you

How do I exercise these rights?

If you would like to access any of the information we hold about you or have concerns regarding the way we have processed your information, please contact:

Data Protection Officer
Cornwall Council
County Hall Truro
TR1 3AY
Tel: 01872 326424
Email: dpo@cornwall.gov.uk

I don’t agree with something

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 Office Tel No. 0303 123 1113 or online at https://ico.org.uk/concerns