Customer services privacy notice

Who do you keep information about?

We keep information about members of the public who have reported problems on Council land such as fly tips and potholes. We also keep information on residents who have applied for services for themselves such as Blue Badges, new bins and permits. We keep a recording of calls to Customer Services. We also keep digital images of visitors to Customer Services.

Why do you keep information about me?

We keep a record of who reported problems on Council land to enable the Council to deal with the request and provide feedback to the customer, where appropriate. We keep a record of applications for person-based services such as Blue Badges applications to enable the Council to determine eligibility for the service and process the application. We keep a record of call recordings for training purposes and dispute resolution purposes. We keep CCTV images of visitors to the Town Hall for security purposes and as a deterrent to crime.

Who can see my information?

All Customer Services staff can access your records, and the relevant back office departments who would fulfill that request, such as: Street Scene Coordinator and operative completing the work. Other back offices are Planning, Highways, Traffic, Parking, Cemeteries and Crematoria, Concessionary travel, Occupational Therapy. Voice recordings restricted to the customer services management.

In the case of Blue Badges, the Department for Transport process the ordering of the Blue Badge. 

Information is also shared with other Councils, departments and Government Organisations such as the DWP to detect and prevent fraud. We will advise you if this is applicable at the time of your application.

CCTV images are accessible to reception staff and Customer Services Team Leaders.

How do you store the information you keep about me?

  1. Database entries on the LAGAN CRM system
  2. Audio files on the MacFarlane Voice recordings system
  3. Department For Transport National Database (for Blue Badges only)
  4. CCTV digital images

Is my information transferred to a third country or international organisation?


How long do you keep information about me?

In the case of reports on Council land and requests for services personal to you we keep information for 5 years, Blue Badges we keep your information for 2 years from your entitlement lapsing and recordings of phone calls are kept for up to 12 months (please note that not all phone calls are recorded). CCTV images are stored in line with retention period of 30 days. This information is destroyed securely when we no longer need it.

Is my information used to make an automated decision about me and/or for profiling purposes?


*What sort of information do you keep?

We may use the following information about you to make sure that we provide you with the right service, advice or support.

  1. Name
  2. Identification number
  3. Location data
  4. One or more factors specific to the physical identity of a natural person
  5. One or more factors specific to the physiological identity of a natural person
  6. One or more factors specific to the mental identity of a person
  7. One or more factors specific to the economic identity of a person