Waste Collection Twickenham Privacy Policy

This Privacy Policy explains how Waste Collection Twickenham collects, uses, stores and protects personal data relating to our customers and prospective customers. It applies to all Waste Collection Twickenham customers and service users within the Twickenham area, whether you contact us online, by telephone or in person. We are committed to processing your personal data in a lawful, fair and transparent manner in accordance with the UK General Data Protection Regulation and the Data Protection Act 2018.

Who We Are And How To Contact Us

Waste Collection Twickenham is the data controller in relation to the personal data described in this Privacy Policy. This means we decide how and why your personal information is processed. If you have any questions about this Privacy Policy or about how we handle your personal data, you can contact us using the details provided on our main customer communication channels.

What Personal Data We Collect

We collect and process different types of personal data depending on how you interact with us and the services you use. The types of data we may collect include:

Identification and contact data, such as your name, address, email address, telephone number and any other contact details you choose to provide. Service and account data, such as information about the waste collection services you request or receive, your service address, service history, preferred contact methods, billing information and account reference numbers. Payment data, such as partial payment card details when processed through a secure payment provider, bank account details for transfers, payment history, invoices and receipts. Communication data, such as records of emails, phone calls, written correspondence and any feedback or complaints you submit. Technical and usage data, such as your IP address, browser type, device identifiers and basic information about how you use our website or digital services, where this is collected through cookies or similar technologies. Marketing preference data, such as whether you wish to receive marketing communications from us and the channels through which you wish to be contacted.

We will normally collect personal data directly from you, but we may also receive data from third parties such as payment providers, referral partners or public authorities where this is necessary to provide our services.

Lawful Bases For Processing Your Data

We only process your personal data where we have a lawful basis under data protection law. Depending on the context, we rely on the following lawful bases:

Contract: We process your personal data to enter into and perform a contract with you, for example to set up and manage your waste collection service, arrange collections, process payments and respond to service queries.

Legal obligation: We process certain data because we are legally required to do so, for example to comply with tax, accounting, waste management and environmental regulations or to respond to lawful requests from public authorities.

Legitimate interests: We process personal data where it is necessary for our legitimate business interests or those of a third party, provided your interests and fundamental rights do not override those interests. This may include managing our relationship with you, improving our services, preventing fraud, ensuring network and information security, or pursuing and defending legal claims.

Consent: In some cases we rely on your consent, for example for certain types of marketing communications or for non-essential cookies and similar technologies. When we rely on consent, you can withdraw it at any time using the options we provide or by contacting us.

How We Use Your Personal Data

We use the personal data we collect for the following purposes:

To provide and manage waste collection and related services you request from us, including booking collections, delivering services at your premises, coordinating schedules and handling service-related communications. To create and manage customer accounts, verify your identity where necessary and maintain accurate records of services and transactions. To process payments, issue invoices and receipts, manage direct debits or bank transfers and recover sums owed to us. To respond to your enquiries, handle complaints, resolve issues and provide ongoing customer support. To manage our business operations, including planning routes, allocating staff and vehicles, monitoring service performance and improving our services. To carry out administrative and reporting functions, including internal audits, financial reporting and compliance checks. To send marketing communications about our services and offers, where we are permitted to do so by law and you have not opted out. To maintain the security of our systems, protect against fraud and misuse and to establish, exercise or defend legal rights or claims.

Data Sharing And Processors

We do not sell your personal data. We may share your data with trusted third parties where necessary for the purposes described in this Privacy Policy, including:

Service providers who act as data processors on our behalf, such as IT and hosting providers, payment processors, billing and accounting service providers, customer relationship management platforms, communication and messaging providers and document storage services. Professional advisers, such as lawyers, accountants, auditors and insurers, where this is necessary to obtain advice or manage legal claims and compliance. Public authorities, regulators, law enforcement bodies and courts, where we are required to do so by law or where disclosure is necessary to protect our rights or the rights of others.

Where we use data processors, they are only permitted to process your personal data in accordance with our instructions, must keep it secure and are bound by contractual obligations that meet the requirements of the UK GDPR.

International Transfers

In some cases, our service providers or their systems may be located outside the United Kingdom. Where this results in the transfer of your personal data to a country that is not subject to a UK adequacy decision, we will ensure that appropriate safeguards are in place, such as standard contractual clauses approved by the relevant authorities, to protect your data and ensure that your rights are maintained.

Data Retention

We keep your personal data only for as long as necessary to fulfil the purposes for which it was collected and to meet any legal, accounting or reporting requirements. Retention periods are determined based on the nature of the data, the services provided and our legal obligations.

For example, we may retain customer account and service records for a number of years after your last interaction with us to comply with tax and accounting regulations and to manage any potential legal claims. Where personal data is no longer needed, we will either securely delete or anonymise it so that it can no longer be linked to you.

Your Data Protection Rights

Under data protection law, you have a number of rights in relation to your personal data. These rights apply to all Waste Collection Twickenham customers and service users in the Twickenham area, subject to certain conditions and exemptions in the law. Your rights include:

Right of access: You can request confirmation of whether we process your personal data and obtain a copy of that data together with information about how we use it.

Right to rectification: You can ask us to correct or complete any inaccurate or incomplete personal data we hold about you.

Right to erasure: In certain circumstances, you can request that we delete your personal data, for example where it is no longer necessary for the purposes for which it was collected or where you withdraw consent and there is no other lawful basis for processing.

Right to restriction of processing: You can ask us to restrict the processing of your personal data in certain situations, for example while we consider a request for rectification or an objection.

Right to data portability: In some circumstances, you can request that we provide your personal data in a structured, commonly used and machine-readable format and that we transmit it to another controller where technically feasible.

Right to object: You can object to our processing of your personal data based on our legitimate interests and you have an absolute right to object to direct marketing at any time.

Right to withdraw consent: Where we rely on your consent as the lawful basis for processing, you can withdraw that consent at any time. This will not affect the lawfulness of processing carried out before withdrawal.

You can exercise your rights by contacting us using the contact details provided through our standard customer communication channels. We may need to confirm your identity before responding to your request. We aim to respond within one month, or longer where the request is complex, in accordance with data protection law.

Security Of Your Personal Data

We take the security of your personal data seriously. We use appropriate technical and organisational measures to protect your information from unauthorised access, accidental loss, destruction or damage. Measures may include access controls, encryption, secure storage, staff training and regular review of our information security practices. While we take reasonable steps to protect your data, no system can be completely secure and you should take care to keep your own information and devices safe.

Marketing Communications

We may use your contact details to send you information about our waste collection services, related services and offers where we have a lawful basis to do so. You can opt out of marketing communications at any time by following the instructions in the messages you receive or by contacting us. Opting out of marketing will not affect service-related communications that are necessary for the performance of our contract with you.

Changes To This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our services, our data processing activities or applicable laws. The updated version will apply from the date it is made available through our usual communication channels. We encourage you to review this Privacy Policy periodically so that you remain informed about how we process and protect your personal data.

This Privacy Policy applies to all Waste Collection Twickenham customers and service users in the Twickenham area and is intended to provide clear and transparent information about our data protection practices. If you have any questions or concerns about this policy or your personal data, please contact us.