Live chat and links to other websites

Live chat provides online support when you can't find what you are looking for on our website.

If you use our live chat, we may collect:

  • name and email address
  • chat transcripts
  • completed surveys
  • automatic information such as internet provider (IP) address, operating system, browser type and geographical location

How we use the information the council collects

  • use of email when we need to contact you about the chat
  • survey responses to improve our services
  • we may share this information with third parties if it is needed to help investigate or help you with your enquiry. All the information will be held in a secure environment and only authorised staff will be able to access it.

Third party service provider

We use a third party service provider called Cirrus Response Limited to help us in hosting the live chat platform.

How we keep your information secure

We encrypt all personal data and this is hosted within the third party service providers infrastructure. You can view their privacy policy.

Access and changes to personal data

You have the right to request information from the council, relating to your live chat. You can also request removal or amendments to your personal data.

Request removal or amendments to your personal data

Links to other websites

The council website may contain links to other websites run by other organisations. This privacy notice applies only to the council's processing of data‚ so we encourage you to read the privacy statements on the other websites you visit.

We are not responsible for the privacy policies and practices of other sites, even if you access them using links from our website.

Social media

When you contact us via our social media accounts such as Facebook or X (formerly known as Twitter) you should be aware that we cannot control the data you post there.

Once we have transferred any requests for service or complaints from the platform concerned onto our corporate systems, your information will be treated like any other personal data the council holds.

Page last updated: 1 May 2024

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