How we use your information
Aberdeen City Council records calls for emergency response made to our Response Control Centre. We do not communicate privacy information directly during calls so as not to impede emergency response. We record calls to enable us to monitor and improve our service. We use call recordings for performance reviews with our customer service team.
How long we keep your information for
Recorded calls are kept for six months, after which point, they are deleted. If there is a requirement to keep a specific call after this period, for example if it forms part of an ongoing case with a customer, the call is kept until such time that it is no longer deemed necessary. Recorded calls kept for longer than six months will be reviewed on a regular basis to ensure that no calls are kept if they no longer serve a business purpose.
Individuals have rights to their data, including the right to ask for a copy of it (See more information) and the right to make a complaint to the Information Commissioner’s Office, the body responsible for making sure organisations like the Council handle your data lawfully.
Our legal basis
Wherever the Council processes personal data, we need to make sure we have a legal basis for doing so in data protection law. The Council understands our legal bases for processing personal data during call recording as Article 6(1)(e) and Article 6(1)(f) of the General Data Protection Regulation. This is because monitoring and improving the service we provide to our customers through our Response and Control Centre is part of our public task, and it is within our legitimate interests where we have a contract with partner organisations to provide emergency response services on their behalf.