Privacy Policy for Waste Collection Dulwich Customers

This Privacy Policy explains how Waste Collection Dulwich collects, uses, stores, and protects personal data relating to customers and prospective customers within the Dulwich area. It also describes your rights under the UK General Data Protection Regulation and related data protection laws.

By using our waste collection and related services, contacting us, or providing your personal data, you acknowledge that you have read and understood this Privacy Policy.

Who We Are

Waste Collection Dulwich provides domestic and commercial waste collection services to customers in the Dulwich area. For the purposes of data protection law, Waste Collection Dulwich is the data controller in respect of the personal data described in this Privacy Policy. This means we determine the purposes and means of processing your personal data.

This Privacy Policy applies to all Waste Collection Dulwich customers and prospective customers located in our service area, including Dulwich and surrounding neighbourhoods where we operate.

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 categories of data we may collect include:

Identification and contact details, such as your name, address, email address, telephone number, and any contact preferences you provide to us.

Service and account information, such as details about the waste collection services you request, service frequency, type of property, access instructions, and records of communications regarding your account or bookings.

Billing and payment details, such as the billing address, payment status, and basic payment-related information. Where you pay by card or online payment services, your card details are processed securely by our payment processor and are not stored in full by us.

Communication records, such as emails, messages, telephone call notes, and any feedback or complaints you submit to us, as well as our responses.

Technical and usage data, such as information about how you access our website or online booking tools, including IP address, device type, and approximate location data derived from your IP address. This is used to improve our services and ensure security.

Marketing preferences, such as whether you have consented to receive marketing communications from us, what topics you are interested in, and your communication channel preferences.

How We Collect Personal Data

We collect personal data in the following ways:

Directly from you when you contact us by phone, email, or online forms, create or update an account, request a quote, book a collection, or communicate with us in any other way.

Automatically when you visit our website or use our online services, through cookies and similar technologies. This may include technical and usage information used for service improvement, analytics, and security purposes.

From third parties where necessary, such as payment processors who confirm the status of your payments, or business partners who refer you to our services, always in accordance with data protection laws.

Purposes and Lawful Basis for Processing

We process your personal data only where we have a lawful basis to do so under data protection law. The purposes and lawful bases include:

To provide and manage our services. We process your personal data to set up and manage your account, schedule and carry out waste collections, handle service changes, and communicate with you about your bookings. The lawful basis is performance of a contract or taking steps at your request prior to entering into a contract.

To handle payments and billing. We use your personal data to issue invoices, process payments, manage refunds, and address payment queries or disputes. The lawful basis is performance of a contract and our legitimate interest in operating our business efficiently.

To respond to enquiries and provide customer support. We process your contact and service information to answer questions, handle complaints, and provide support. The lawful basis is legitimate interests in providing customer service and maintaining good customer relations.

To comply with legal and regulatory obligations. We may process your personal data as required by applicable law, such as keeping certain financial and transaction records for tax or regulatory purposes. The lawful basis is compliance with a legal obligation.

To improve and develop our services. We may use aggregated or pseudonymised data derived from your personal data to analyse how our services are used, improve our operations, and enhance our website. The lawful basis is our legitimate interest in improving our services and running our business.

To send you marketing communications. With your consent where required, we may send you information about our services, special offers, or updates that we think may be of interest to you. The lawful basis is your consent or our legitimate interests, depending on the type of communication and applicable rules. You can opt out at any time.

Data Retention

We retain your personal data only for as long as necessary for the purposes described in this Privacy Policy, or as required by law.

Service and account records are generally kept for as long as you have an active relationship with us and for a reasonable period afterwards to handle any queries, disputes, or legal claims.

Billing and financial records are retained for the period required by law, typically up to six years for tax and accounting purposes, after which they are securely deleted or anonymised.

Marketing data, such as your contact details and preferences, is kept until you withdraw your consent or object to receiving marketing communications, or until we determine it is no longer necessary for this purpose.

When we no longer need your personal data, we will either delete it securely or anonymise it so that it can no longer be used to identify you.

Data Processors and Third Parties

We may share your personal data with selected third parties who act as data processors on our behalf. These processors are only permitted to process your data in accordance with our instructions and must provide appropriate security measures. Such processors may include:

Payment service providers who process payments, refunds, and related financial transactions.

IT and hosting providers who support our website, databases, and communication systems.

Customer support and administration service providers who help us manage customer interactions and bookings.

Professional advisers, such as accountants or legal advisers, where necessary for our legitimate business purposes and compliance with legal obligations.

Where required by law, regulation, or legal process, we may also share personal data with regulatory authorities, law enforcement, or courts. In such cases, the lawful basis will be compliance with a legal obligation or the protection of vital interests or legitimate interests, as appropriate.

International Data Transfers

Where we use service providers located outside the United Kingdom or the European Economic Area, we will ensure that appropriate safeguards are in place to protect your personal data, such as the use of standard contractual clauses or other mechanisms approved by data protection authorities.

Your Data Protection Rights

Under data protection law, you have several 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 that we process your personal data and obtain a copy of the personal data we hold about you.

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 needed for the purposes for which it was collected, or where you have withdrawn consent.

Right to restriction of processing. You can ask us to restrict the processing of your personal data in certain situations, such as while we verify the accuracy of the data or assess an objection.

Right to data portability. Where processing is based on consent or contract and carried out by automated means, you can request that we provide your personal data in a structured, commonly used, machine-readable format, or 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 as our lawful basis, including profiling. You also have an absolute right to object to direct marketing at any time.

Right to withdraw consent. Where we rely on your consent to process personal data, you may withdraw that consent at any time. This does not affect the lawfulness of processing before consent was withdrawn.

To exercise any of these rights, please contact us using the contact details you already hold for Waste Collection Dulwich. We may need to verify your identity before responding to your request.

Security of Your Personal Data

We take appropriate technical and organisational measures to protect your personal data against accidental or unlawful destruction, loss, alteration, unauthorised disclosure, or access. These measures include access controls, secure storage, and staff training on data protection and confidentiality.

While we take reasonable steps to protect your personal data, no system is completely secure. You are responsible for keeping any account details or passwords confidential and for notifying us promptly if you suspect any unauthorised access to your personal data.

Updates to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our services, legal requirements, or data protection practices. Any updated version will be made available to you and will apply from the date of publication. We encourage you to review this Privacy Policy periodically to stay informed about how we process your personal data.

If you have any questions about this Privacy Policy or how we handle your personal data as a Waste Collection Dulwich customer, please contact us using your usual communication channels with our team.