Waste Collection Chiswick Privacy Policy

This Privacy Policy explains how Waste Collection Chiswick collects, uses, stores and protects personal data relating to our customers and prospective customers. It applies to all Waste Collection Chiswick customers and service users in our operating area, whether you contact us online, by telephone, by email or in person.

We are committed to handling your personal data lawfully, fairly and transparently in accordance with the UK General Data Protection Regulation and the Data Protection Act 2018. This Privacy Policy describes the categories of data we collect, the purposes for which we use it, the lawful bases we rely on, and the rights you have in relation to your personal data.

Who We Are

Waste Collection Chiswick is a waste and rubbish collection service operating in the Chiswick area. For the purposes of data protection law, we act as the data controller for the personal data described in this Privacy Policy. This means we determine how and why your personal information is processed when you use our services.

If you have any questions about this Privacy Policy or how we process your personal data, you can contact us using the contact details provided on our main customer communications or invoices.

Personal Data We Collect

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

Identification and contact details, such as your full name, address, service address, email address, telephone number and any alternative contact details you provide.

Service and account information, such as details of the waste collection services you request, service frequency, type of waste collected, notes relating to access arrangements, and any instructions you provide to our team.

Billing and payment information, such as billing address, payment method details, records of invoices, amounts paid, payment status, and relevant transaction information. Where required, we may also keep records of correspondence relating to billing queries or disputes.

Communication records, including emails, phone calls, messages and any other correspondence between you and Waste Collection Chiswick. This may include complaints, enquiries, feedback or requests for quotes.

Website and usage data, where applicable, including technical information about how you use our website or digital services, such as IP address, browser type, visit times, and pages viewed. This data is usually collected using cookies or similar technologies, subject to your device settings.

Operational and safety information, such as information about access to your property that is required for safe waste collection, including gate codes or instructions. We collect only what is necessary to perform our services and protect the safety of our staff and the public.

Purposes and Lawful Basis for Processing

We only process your personal data where we have a lawful basis under data protection law. Depending on the circumstances, we may rely on one or more of the following lawful bases:

Contract. We process your personal data when it is necessary to enter into a contract with you or to perform a contract we have with you. This includes providing waste collection services, issuing invoices, collecting payments, arranging service visits and communicating with you about your bookings or account.

Legal obligation. We process personal data where necessary to comply with legal and regulatory requirements, including tax, accounting, health and safety, and waste disposal regulations. This may include retaining certain records for a legally required period and sharing information with public authorities where required by law.

Legitimate interests. We may process personal data where it is necessary for our legitimate business interests and where your interests and fundamental rights do not override those interests. This may include improving our services, managing and developing our business, protecting our property and staff, preventing fraud, and responding to general enquiries.

Consent. In limited situations, we may seek your consent to use your personal data, for example for optional marketing communications about our services. Where we rely on consent, you can withdraw it at any time by contacting us using the details on our customer communications.

How We Use Your Personal Data

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

To provide and manage waste collection services, including creating and managing your customer account, arranging collections, handling special instructions and resolving operational issues.

To manage billing and payments, including issuing invoices, collecting payments, managing debt recovery where necessary, and handling billing queries or disputes.

To communicate with you, including responding to your requests for information or quotes, sending service updates or notices, and handling complaints, feedback or service amendments.

To manage our business operations, including scheduling staff and vehicles, planning routes, monitoring service quality, and keeping internal records for operational management and auditing.

To comply with legal and regulatory obligations, including record keeping for tax and accounting, waste management regulations, and responding to lawful requests from public or regulatory authorities.

To improve and develop our services, including monitoring service usage, analysing performance, and, where applicable, using aggregated or anonymised data to improve efficiency and customer experience.

Where permitted, to send you information about similar services or offers that may be of interest to you. You can object to this type of communication at any time.

Data Sharing and Processors

We do not sell your personal data. We may share your personal data with trusted third parties where necessary for the purposes set out in this Privacy Policy. These third parties act either as data processors on our behalf or as separate controllers with their own responsibilities.

Typical categories of recipients include:

Service providers and data processors, such as IT system providers, hosting providers, payment processors, customer management systems and communication service providers who support the operation of our business and services. These providers are only allowed to process your personal data in accordance with our instructions and must keep it secure.

Professional advisers, such as accountants, auditors or legal advisers, where necessary for the management of our business, to obtain professional advice, or to establish, exercise or defend legal claims.

Public authorities and regulators, where we are required or permitted by law to share information, for example with tax authorities, waste regulatory bodies or law enforcement agencies.

If we undertake any reorganisation or transfer of our business, personal data may be transferred as part of that process, in line with applicable data protection requirements.

Data Retention

We keep your personal data only for as long as necessary to fulfil the purposes for which it was collected, including satisfying any legal, accounting or reporting requirements.

In general, we retain customer account and service information for the duration of your relationship with Waste Collection Chiswick and for a period after services end, to deal with any queries, disputes or legal obligations. Billing and transaction records are typically kept for a period required by tax and accounting laws.

Where personal data is no longer required for the stated purposes, we will securely delete, anonymise or destroy it in line with our data retention procedures.

International Transfers

In some cases, the service providers who process data on our behalf may be located outside the United Kingdom or may store data in other countries. Where this occurs, we take appropriate steps to ensure that your personal data remains protected in accordance with applicable data protection laws, for example by putting in place appropriate contractual safeguards and ensuring that equivalent data protection standards apply.

How We Protect Your Data

We take appropriate technical and organisational measures to protect your personal data against unauthorised access, accidental loss, destruction or damage. These measures include access controls, secure storage, staff training and procedures designed to ensure that our systems and processes remain secure and that data is handled confidentially and only by those who need it.

Your Data Protection Rights

Under data protection law, you have a number of rights in relation to your personal data. These rights may be subject to certain conditions and exemptions. Your rights include:

Right of access. You can request confirmation of whether we process your personal data and, if we do, you can request a copy of the information we hold about you.

Right to rectification. You can ask us to correct or update personal data that is inaccurate or incomplete.

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 no other lawful basis applies.

Right to restriction. You may request that we restrict the processing of your personal data in certain situations, such as while we investigate a concern about accuracy or our lawful basis.

Right to data portability. Where the processing is based on consent or contract and carried out by automated means, you may request that we provide your personal data in a structured, commonly used and machine readable format, or ask us to transmit it to another controller where technically feasible.

Right to object. You can object to our processing of your personal data where we rely on legitimate interests, including any direct marketing. We will stop processing unless we have compelling legitimate grounds or need to continue for legal reasons.

Rights relating to automated decision making. We do not currently make decisions about you based solely on automated processing that have legal or similarly significant effects.

To exercise any of your rights, or if you have concerns about how your data is handled, please contact us using the details on our customer communications. You also have the right to raise a concern with the relevant supervisory authority if you believe your rights have been infringed.

Changes To This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our services, legal requirements or how we process personal data. Any updated version will apply to all Waste Collection Chiswick customers in our operating area from the date it is made available. We encourage you to review this Privacy Policy periodically so that you remain informed about how we handle your personal data.