Waste Collection Queen's Park Privacy Policy

This Privacy Policy explains how Waste Collection Queen's Park collects, uses, stores and shares your personal information when you use our waste collection, recycling and related services in the Queen's Park area. It also explains your rights under the UK General Data Protection Regulation and the Data Protection Act 2018.

This Privacy Policy applies to all Waste Collection Queen's Park customers located in the Queen's Park area, including residential, commercial and other customers who engage us to provide waste collection or related services by phone, email, website forms or in person.

Who we are and how to contact us

Waste Collection Queen's Park is the controller of the personal data described in this Privacy Policy. As controller, we decide how and why your personal data is processed and are responsible for ensuring that it is handled in accordance with data protection law.

If you have any questions about this Privacy Policy, or about how we handle your personal data, you can contact us using the contact details provided on your service documentation or any invoice you receive from us.

Types of personal data we collect

We collect and process different categories of personal data, depending on how you use our services and how you interact with us. This may include:

Identity and contact information: name, address, email address, telephone number, company name and position where applicable.

Service information: details about the services you request or receive from us, such as type of waste collection, bin size, frequency of collection, service address, access instructions and any special service notes.

Account and billing information: payment status, amounts charged, payment method type, invoice history, bank account or card details where provided for payment processing, and records of refunds or chargebacks.

Communication records: copies of emails, letters and messages you send to us, notes of telephone calls and any complaints or feedback you provide.

Technical and usage data: basic technical information when you interact with our website or digital booking tools, such as IP address, browser type, device type, pages visited and the time and date of your visit.

Location information: service and collection locations, including details required for access to a property such as entry codes or contact details for keyholders when these are provided to us.

How we collect your personal data

We collect personal data from you directly when you:

Request a quote or make a booking by phone, email or through our online forms.

Set up or manage an account with us as a residential or commercial customer.

Contact us with a query, complaint, feedback or request to change your service.

Make a payment or request a refund for services you receive from us.

We may also collect personal data from other sources in limited circumstances, such as:

Publicly available records, for example to confirm a business contact address.

Payment providers or banks, for example where we receive confirmation that a payment has been made or declined.

Lawful basis for processing your data

We only process your personal data when we have a lawful basis to do so under data protection law. Depending on the specific activity, we rely on the following lawful bases:

Contract: We process your personal data when it is necessary to enter into and perform a contract with you. This includes setting up and managing your waste collection service, arranging collections, sending service communications and handling billing and payments.

Legal obligation: We process certain information because we are required to do so by law. This may include keeping financial and tax records, responding to requests from regulators or law enforcement and maintaining records of consent where applicable.

Legitimate interests: We process personal data for our legitimate business interests, provided that these interests are not overridden by your rights and freedoms. These interests include maintaining accurate records of our services, improving and developing our operations, handling queries and complaints, recovering debts and ensuring the security of our systems and staff.

Consent: In limited cases, we rely on your consent, for example for sending certain types of marketing communications. When we rely on consent, you have the right to withdraw it at any time.

How we use your personal data

We use your personal data for the following purposes:

To provide and manage waste collection services that you have requested.

To arrange, confirm and complete collections at your address or service location.

To issue quotes, invoices and payment reminders and to process payments and refunds.

To communicate with you about your service, including operational messages such as changes to collection schedules or access issues.

To respond to your enquiries, resolve complaints and handle service changes or cancellations.

To manage our relationship with you, including maintaining service and account records.

To improve our services, monitor performance and train our staff using de-identified or aggregated information wherever reasonably possible.

To protect our business, for example by detecting and preventing fraud or misuse of our services and by enforcing our contractual rights.

Sharing your personal data with processors

We do not sell your personal data. We may share your personal data with trusted third parties who act as processors on our behalf. These processors may include:

IT and hosting providers who support our business systems, email services and data storage.

Payment processors and banks who handle payments and refunds for our services.

Customer service and communication service providers who help us manage bookings and enquiries.

Professional advisers such as accountants or legal advisers, where this is necessary for our business operations.

When we use processors, we maintain written agreements that require them to act only on our instructions, to keep your personal data secure and to comply with data protection law. We may also share personal data with public authorities, regulators or law enforcement where required by law or where it is necessary to protect our rights or the rights of others.

Data transfers outside the UK or EEA

In some cases, our processors may be located outside the UK or the European Economic Area, or may store data on servers in other countries. Where this occurs, we take steps to ensure that appropriate safeguards are in place to protect your personal data, such as using standard contractual clauses approved for use by data protection authorities or ensuring that the destination country has an adequacy decision. You can contact us if you would like more information about these safeguards.

Data retention and storage

We keep your personal data only for as long as it is needed for the purposes for which it was collected, or as required by law. The specific retention period will depend on the type of data and the reason it is held, but we generally follow these guidelines:

Customer and service records: kept for the duration of your contract or service relationship with us and for a period afterwards to handle queries, disputes or legal claims.

Billing and payment records: kept for the period required by tax and accounting laws, which is usually a number of years after the end of the financial year to which the records relate.

Communications and complaints: kept for a reasonable period after resolution, in case of follow-up queries or disputes.

When personal data is no longer required, we will securely delete it or anonymise it so that it can no longer be linked to an identifiable individual.

How we protect your personal data

We take appropriate technical and organisational measures to keep your personal data secure and to protect it from accidental loss, misuse, unauthorised access, alteration or disclosure. These measures include access controls, staff training, secure storage and regular monitoring of our systems and processes.

While we take steps to protect your personal data, no system can be completely secure. If we become aware of a personal data breach that is likely to result in a high risk to your rights and freedoms, we will notify you and the relevant supervisory authority where required by law.

Your data protection rights

Under data protection law, you have a number of rights in relation to your personal data. These include:

Right of access: you have the right to request a copy of the personal data we hold about you, along with information about how and why we process it.

Right to rectification: you have the right to ask us to correct or complete any inaccurate or incomplete personal data we hold about you.

Right to erasure: in certain circumstances, you have the right to ask us to delete your personal data, for example where it is no longer needed for the purpose for which it was collected or where you withdraw consent.

Right to restriction: you have the right to request that we restrict our processing of your personal data in certain situations, such as while we review a request for rectification.

Right to object: you have the right to object to our processing of your personal data where we are relying on legitimate interests as our lawful basis. We will stop processing unless we can demonstrate compelling legitimate grounds that override your interests, rights and freedoms or where processing is required for legal claims.

Right to data portability: in certain circumstances, you have the right to receive personal data that you have provided to us in a structured, commonly used and machine-readable format and to have it transmitted to another controller.

Where we rely on consent to process your personal data, you have the right to withdraw that consent at any time. Withdrawing consent does not affect the lawfulness of processing carried out before the withdrawal.

You can exercise your rights by contacting us using the details provided on your service documentation or invoice. We may need to ask you for information to confirm your identity before responding to your request.

Complaints and supervisory authority

If you are unhappy with how we handle your personal data, we encourage you to contact us first so that we can try to resolve your concerns. You also have the right to lodge a complaint with the UK data protection supervisory authority. Details of how to do this are available directly from the supervisory authority.

Changes to this Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our services, our business practices or legal requirements. When we make changes, we will update the date of the latest version at the top or bottom of the policy. We encourage you to review this Privacy Policy periodically to stay informed about how we protect your personal data.