Highways fault reporting, enquiries, complaints and recharges privacy notice

This notice explains what personal data (information) we hold about you, how we collect, how we use and may share information about you. We are required to give you this information under data protection law.

Who we are

Kent County Council (KCC) collects, uses and is responsible for certain personal information about you. When we do so we are regulated under the General Data Protection Regulation (GDPR) which applies across the European Union (including in the United Kingdom) and we are responsible as ‘controller’ of that personal information for the purposes of those laws. Our Data Protection Officer is Benjamin Watts.

The personal information we collect and use

Information collected by us

In the course of offering services to you via the Highways and Transportation fault reporting and enquiry form we collect your personal information from either you or 3rd parties.

We may collect the following types of personal information from you:

  • contact details  (for example, name, postal address, email address and telephone number)
  • proof of your validity to drive a vehicle (for example, driving licence number and type of driving licence such as EU, UK or other) 
  • vehicle information (for example, vehicle registration number, colour of vehicle and type of vehicle)
  • driver details (for example, name, postal address, email address and telephone number, of any persons whose vehicles are involved in an accident)
  • photo images or video recordings (for example, showing damage to a vehicle, property or highways asset such as street light, road, pavement, crash barrier)
  • location details (for example, road or street where damage to a vehicle, property or highways asset has occurred)
  • named 3rd parties (for example, contractors, sub-contractors, developer or utility companies)

We may also collect the following personal information from other 3rd party sources:

  • CCTV or video footage (for example, from members of the public who send this to us)
  • insurance information from either Kent Police or the askMID secure website

Our fault reporting website and mobile version of the website

Statistics regarding the usage of the fault reporting website is collected using ‘Google Analytics’, however no personal data is collected.

For more information on cookies and related technologies used on our fault reporting website, and how to disable them read our cookie policy.

When you use the mobile version of our website, this will create a temporary session cookie only which helps you to navigate the app. This temporary cookie is then destroyed as soon as you close the browser itself.

Reasons we can collect and use your personal information

We may need to use some information about you to:

  • deliver services and support to you
  • carry out emergency works
  • recover costs due to damage to the highway asset or enforcement duties
  • investigate insurance claims
  • understand how you interact with the highways online fault reporting website
  • train and manage the employment of our workers who deliver those services
  • keep track of spending on services
  • check the quality of services
  • help with research and planning of new services

If you do not provide your personal information we will or may be unable to:

  • clarify with you the exact location or nature of your fault or enquiry, should we have a query regarding this or if there is insufficient information to resolve a fault or enquiry
  • book you onto a driver improvement course
  • recoup the costs and carry out repairs to the highway assets due to damage to the highway or enforcement action.
  • improve our services and levels of customer service.

To be able to process your personal information we need to demonstrate that we have a lawful basis for doing so. The table below details some of our reasons for processing data and their lawful basis.

Purpose/activity

Type of data

Lawful basis for processing including the basis of any legitimate interest grounds

To investigate the reported fault, enquiry or complaint

To accurately locate your reported fault

To understand clearly the nature of the fault, enquiry or complaint

To contact you to inform you that your enquiry has been resolved

Contact details

Necessary for the performance of a public task in the public interest

Your contact details may be passed onto a 3rd party supplier or contractor for the purposes of contacting you to accurately locate where emergency works maybe required, understand clearly the nature of this emergency or to inform you that this emergency has been resolved

Contact details

Necessary to comply with a legal obligation (Highways Act 1980)

To understand (within a short period of time) after your reported fault or enquiry has been resolved, as to what level of customer service you experienced.

Contact details

Necessary for the performance of a public task in the public interest

To resolve an enquiry regarding a potential future booking or existing booking for a driver improvement course, where this has not been resolved by the contact centre

You can also read our driver improvement course privacy notice

Contact details

Validity to drive a vehicle

Performance of a contract (with the data subject attending a driver improvement course)

To investigate an insurance claim where damage to a vehicle, property or highways asset has occurred

Contact details

Vehicle information

Driver details

Images or video recordings

Location details

Named 3rd parties

Necessary for the performance of a public task in the public interest

Necessary to comply with a legal obligation (Highways Act 1980) to investigate and reclaim costs due to damage to the highway asset

We don't collect any criminal offence information 

To investigate an enforcement action regarding a land owner

Contact

Images or video recordings

Location details

Necessary for the performance of a public task in the public interest

Necessary to comply with a legal obligation (Highways Act 1980) to recoup costs due to enforcement action taken by us

We don't collect any criminal offence information 


How long your personal data will be kept

We will hold your personal information and information provided to us by third-parties securely and retain it for 6 years in accordance with our retention schedule.

Who we share your personal information with

Who we share your personal information with

Purpose/Activity

KCC

  • Contact centre

To redirect any reported faults, complaints or enquiries to the appropriate internal team, outside organisation or contractor/supplier for the purposes of investigating and resolving their fault, complaint or enquiry

To understand (within a short period of time) after your reported fault or enquiry has been resolved, as to what level of customer service you experienced

KCC teams who deal with matters relating to:

  • highway operations and asset management
  • highway safety inspections
  • street Lighting
  • roads and pavements
  • drainage
  • highway bridges, culverts and structures
  • highway grass verges and highway trees
  • traffic lights and intelligent traffic systems
  • traffic and the highway network
  • developments agreements
  • transport planning and development
  • schemes planning and delivery
  • road safety and casualty reduction
  • traffic management
  • major highway projects and programmes
  • public transport
  • highway business, commissioning, contracts and commercial functions

To investigate the reported fault, enquiry or complaint

To accurately locate your reported fault

To understand clearly the nature of the fault, enquiry or complaint

To contact you to inform you that your enquiry has been resolved

KCC teams who deal with matters relating to emergencies

To carry out emergency works on the highway

KCC teams who deal with matters relating to driver improvement courses

To resolve an enquiry regarding a potential future booking or existing booking for a driver improvement course, where this has not been resolved by the contact centre

KCC teams who deal with matters relating to:

  • insurance claims
  • investigations relating to reclaiming of damages to the highway assets

3rd parties external to KCC:

  • insurance companies
  • loss adjustors
  • solicitors

To investigate an insurance claim where damage to a vehicle, property or highways asset has occurred

To investigate an enforcement action regarding a land owner

KCC teams not mentioned in the above list

Other local authorities or public bodies

One of our 3rd party suppliers or contractors

To investigate the reported fault, enquiry or complaint

To accurately locate your reported fault

To understand clearly the nature of the fault, enquiry or complaint

To contact you to inform you that your enquiry has been resolved

To obtain customer feedback as to your level of satisfaction with our service

We will share personal information with law enforcement or other authorities if required by applicable law.

Your rights

Under GDPR you have rights which you can exercise free of charge which allow you to:

  • know what we are doing with your information and why we are doing it
  • ask to see what information we hold about you (subject access request)
  • ask us to correct any mistakes in the information we hold about you
  • object to direct marketing
  • make a complaint to the Information Commissioners Office
  • withdraw consent at any time (if applicable)

Depending on our reason for using your information you may also be entitled to:

  • ask us to delete information we hold about you
  • have your information transferred electronically to yourself or to another organisation
  • object to decisions being made that significantly affect you
  • object to how we are using your information
  • stop us using your information in certain ways

We will always seek to comply with your request however we may be required to hold or use your information to comply with legal duties. Please note, your request may delay or prevent us delivering a service to you.

For further information about your rights, including the circumstances in which they apply, >see the guidance from the UK Information Commissioners Office on individuals’ rights under GDPR.

If you would like to exercise a right, please contact the Information Resilience and Transparency Team at data.protection@kent.gov.uk.

Keeping your personal information secure

We have appropriate security measures in place to prevent personal information from being accidentally lost, or used or accessed in an unauthorised way. We limit access to your personal information to those who have a genuine business need to know it. Those processing your information will do so only in an authorised manner and are subject to a duty of confidentiality.

We also have procedures in place to deal with any suspected data security breach. We will notify you and any applicable regulator of a suspected data security breach where we are legally required to do so.

Contact

Please contact the Information Resilience and Transparency Team at data.protection@kent.gov.uk to exercise any of your rights, or if you have a complaint about why your information has been collected, how it has been used or how long we have kept it for.

You can contact our Data Protection Officer, Benjamin Watts, at dpo@kent.gov.uk, or write to: Data Protection Officer, Sessions House, Maidstone, Kent ME14 1XQ.

GDPR also gives you right to lodge a complaint with a supervisory authority. The supervisory authority in the UK is the Information Commissioner who may be contacted on 03031 231113.

Read our corporate privacy statement.