Privacy notice for live chat

Who is collecting and using your personal data?

Devon County Council will process personal information you provide via live chat in line with our organisation’s Data Protection Policies and in line with your rights under the EU General Data Protection Regulations and associated data protection laws currently applicable in the UK.

Why are we collecting your personal data?

To enable us to assist it may on occasion be helpful to have name and contact details.

Our preference is that you do not share sensitive or personal information via live chat. If it becomes necesary to share sensitive information we will request alternative contact details. We retain a copy of the transcript for training and reporting purposes only; if used in this way all information is anonymised.

Who we will share your personal data with?

Please note that an operator can see what you type into livechat as you type it and before you press ‘enter’.

Your live chat communication can only be seen by specified live chat operators who work within Devon County Council.

Our preference is that you do not share sensitive or personal information via live chat. If it becomes necesary to share sensitive information we will request alternative contact details.

We will not share any information from your live chat communication with anyone outside Devon County Council.

Data recorded via live chat is held on the live chat platform provided by Tawk.to. This is their privacy policy. Tawk.to makes use of cloud hosting provided by Google. Tawk.to complies with Google’s terms and model contract clauses that cover compliance with UK and EU data protection law.

How long will we hold your personal data?

Your live chat communication will be stored on the live chat platform for up to 2 years unless you ask for any communication to be deleted. We retain communications for training and reporting purposes only; if used in this way all information is anonymised.

You can copy and paste, or print your live chat communication with us. If you prefer we can email it to you.

Should you wish to find out more about Devon County Council’s Data Protection Policies, please contact our Data Protection Officer.

Exercising your rights

Under the Data Protection Act 2018 and the EU General Data Protection Regulations you have the following rights:

  • The right of access to your own personal data
  • The right to request rectification or deletion of your personal data
  • The right to object to the processing of your personal data
  • The right to request a copy of the information you provide us in machine readable format
  • The right to withdraw your consent to any processing that is solely reliant upon your consent

Should you wish to exercise any of your rights, you should contact the Data Protection Officer.

Your right to complain

In the event that you wished to complain about the way your personal data has been handled by Devon County Council, you should write to the Data Protection Officer and clearly outline your case.

Your complaint will be investigated in accordance with Devon County Council’s Customer Feedback Procedure.

If you remained dissatisfied with the way your personal data had been handled, you may refer the matter to the Information Commissioner’s Office using the contact details below.

Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF
Email: casework@ico.org.uk