What information do we collect from you?
Telephone Consultants collects various kinds of information. Some of it is personally identifiable and some are non-identifying or aggregated. Here are the types of information we collect or receive:
- Account Information – This includes all the information under your account details within our web portals. It includes names and full contact details for the individual or business that created the account including your name, address, email address, password, job title, phone number, financial information. This is vital for accounting purposes and conforming to our regulatory provisions for providing access to the emergency services.
- Billing Information. This includes all the information under your account details within our billing platform. This includes names and full contact details for the individual or business that created the account including your name, address, email address, password, job title, phone number, financial information.
- Call detail records (CDRs) – This is a record of the communication that has traversed the networks that Telephone Consultants use. It typically includes a source, destination and duration although it can also include quality metrics and fraud prevention data too. CDRs allow us to create an itemised bill for you which form part of our accounting and billing procedures.
- Payment Records – Telephone Consultants retains a transaction history of purchases made for products and services. This is fundamental to our accounting and billing processes. This is located on our billing platform along with your name, address, email address, password, job title, phone number, financial information.
- Radius Logs – Telephone Consultants retains data on Broadband sessions such as the time the connection commenced and duration. Telephone Consultants may also log metrics such as sync data and bandwidth used.
- Communicating with Telephone Consultants – We operate systems which log details of all emails. This allows us to deal with our customers effectively.
- Call Recordings – Call recordings are disabled by default and are opt-in only.
- Cookies – Cookies enable you to use shopping carts and to personalise your experience on our website, and tells us which parts of our websites people have visited to help us measure the effectiveness of ads and web searches, and give us insights into user behaviour so we can improve our communications and products. You can block cookies by activating the setting on your browser that allows you to refuse the setting of all or some cookie
- However, if you use your browser settings to block all cookies (including essential cookies) you may not be able to access all or parts of our site.
- Information we collect when you call us:
- If you call us we will automatically collect the following information: This is information relating to the provision of our products and services.
- the phone number used to call us
- Any personal data disclosed on the call for new orders or for the resolution of any provisioning or faults.
- Information we receive from other sources: We work closely with other organisations, including:
- business partners, suppliers
- Providing us with your details online: This is information you may choose to provide us with using the http://www.telephoneconsultants.co.uk/contact-us/page on our site. It includes your name, telephone number and email address. Please let us know if any of this information changes so we can keep our records up to date.
- Why do we collect this information?
We process your personal information for the following reasons:
- Pursuant to a contract in order to:
- process information at your request to take steps to enter into a contract
- provide you with our products and services
- process invoices & Direct debits
- make deliveries
- maintain business and service continuity
- send service communications (by email, post or, if the circumstances require it, by phone) so that you receive a full and functional service and so we can perform our obligations to you, including notifications about changes to our service
- On the basis of your consent:
- Where we rely on your consent for processing this will be brought to your attention when the information is collected from you.
- We will only contact you with direct marketing communications if you consent to us doing so and you have the right to withdraw consent at any time.
- In our legitimate interests of providing the best service and improving our business we will process information in order to:
- provide you with a personalised service
- improve our products and services
- keep our site and systems safe and secure
- defend against or exercise legal claims and investigate complaints
- understand the effectiveness of our marketing
- How long do we keep hold of your information?
We will keep information about you for a maximum of 1 year after the end of our relationship with you unless obligations to our regulators require otherwise or we are required to remove such data from our records.
Who might we share your information with?
- For the purposes set out in the ‘Why do we collect this information?’ section above, we only share your personal information with our suppliers, or third parties, some of whom we appoint to provide services, including:
- Example: Telephone number subscriber information is shared between the companies involved in a telephone number port as validation. (Openreach/BT along with the RH, LCP and GCP)
- Example: Fixed line services (Broadband and WLR) require installation addresses, therefore, disclose of this information is given to those involved in the provision and installation of these services.
- Example: Fault finding such as UK PTSN based services sometimes require engineer visits in which case we would ask your permission to provide a contact telephone number and name. These can be from BT Group companies or subcontractors or LLU providers and their subcontractors. Example: Suppliers and sub-contractors for the performance of any contract we enter into with you for Example BT Openreach.
- On call engineers in the case of service issues or faults. Example: Billing. Information is supplied on the billing platform for billing purposes.
- Example: Direct Debit Bureau. All financial data is stored and processed securely through a secure payment centre. Additionally, we will disclose your personal information to the relevant third party:
- How your data is stored and kept secure?
- At Telephone Consultants, we take your safety and security very seriously and we are committed to protecting your personal and financial information. All information kept is stored on secure servers. Where we have given you (or where you have chosen) a password that enables you to access certain parts of our service, you are responsible for keeping this password confidential. We ask you not to share a password with anyone.
- We do not transfer your data outside the European Economic Area (“EEA”).
- All centres where billing data is stored for billing are ISO 27001:13 accredited.
- Our billing platform can only be accessed through a secure VPN, with multiple passwords.
- All back-ups for billing are encrypted and links between data centres and data storage locations are 128 bit SSL links Direct debit. We have in place a full information security policy, business continuity and disaster recovery plans. Data security is taken very seriously and we have in place what we believe is the most secure options available to store and transfer your data securely.
- Once we have received your information, we will use strict procedures and security features to try to prevent unauthorised access.
What are your rights?
Where processing of your personal data is based on consent, you can withdraw that consent at any time.
You have the following rights. You can exercise these rights at any time by contacting us at email@example.com. You have the right:
- To ask us not to process your personal data for marketing purposes. We will inform you (before collecting your data) if we intend to use your data for such purposes.
- to ask us not to process your personal data where it is processed on the basis of legitimate interests provided that there are no compelling reasons for that processing
- to request from us access to personal information held about you
- to ask for the information we hold about you to be rectified if it is inaccurate or incomplete
- to ask for data to be erased provided that the personal data is no longer necessary for the purposes for which it was collected, you withdraw consent (if the legal basis for processing is consent), you exercise your right to object, set out below, and there are no overriding legitimate ground for processing, the data is unlawfully processed, the data needs to be erased to comply with a legal obligation or the data is children’s data and was collected in relation to an offer of information society services
- to ask for the processing of that information to be restricted if the accuracy of that data is contested, the processing is unlawful, the personal data is no longer necessary for the purposes for which it was collected or you exercise your right to object (pending verification of whether there are legitimate grounds for processing)
Should you have any issues, concerns or problems in relation to your data, or wish to notify us of data which is inaccurate, please let us know by contacting us using the contact details above. In the event that you are not satisfied with our processing of your personal data, you have the right to lodge a complaint with the relevant supervisory authority, which is the Information Commissioner’s Office (ICO) in the UK, at any time. The ICO’s contact details are available here: https://ico.org.uk/concerns/.
For the purpose of data protection legislation, the data controller is Trevor Crossland @ Telephone Consultants, Ovenden, Halifax, West Yorkshire. HX3 5SP If you have any queries, complaints or requests please contact firstname.lastname@example.org.