Waste Disposal Crystal Palace Privacy Policy

This Privacy Policy explains how Waste Disposal Crystal Palace collects, uses, stores and protects personal data relating to our customers in the Crystal Palace area. It also explains the rights you have under data protection law, including the UK General Data Protection Regulation and the Data Protection Act 2018. This Privacy Policy applies to all Waste Disposal Crystal Palace customers and prospective customers within the Crystal Palace area who use or enquire about our waste disposal, rubbish removal and related services.

Who We Are and How to Contact Us

Waste Disposal Crystal Palace is a waste removal service provider operating in the Crystal Palace area. For the purposes of data protection law, we act as the data controller in relation to the personal data we collect about you. This means we decide how and why your personal data 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 your service agreement, invoices, or any other communication you receive from us.

Personal Data We Collect

We collect and process different categories of personal data, depending on how you interact with us and the services you request. The personal data we may collect includes:

Contact details such as your name, home or business address, service address, telephone number and email address.

Service information such as details of the services you request or receive, type and frequency of collections, size and number of containers, access instructions and any special requirements.

Account and billing information such as customer reference numbers, billing address, payment method, records of payments made, outstanding balances and any communications regarding billing.

Communication records such as emails, messages, phone call notes, complaints, enquiries, feedback, and any correspondence relating to the services we provide.

Technical and usage information such as information about how you interact with our website or digital services, including the date, time, and duration of visits, pages viewed and basic device or browser information. Where used, this may involve cookies or similar technologies.

Information related to quoting and contracts such as details you provide when requesting a quote, agreeing to a contract for services, or modifying or cancelling your service.

How We Collect Your Personal Data

We collect personal data directly from you when you contact us by phone, email, online form, or in person to request a quote, arrange services, or make an enquiry. We also collect data when you enter into a contract with us, make a payment, or contact us for customer support.

We may receive personal data from third parties where this is necessary for us to provide our services to you. For example, we may receive contact details from a landlord, letting agent, managing agent, building manager or another party who arranges waste services on your behalf.

We may also generate information about you as part of providing services, such as internal service records, visit logs and notes relating to customer service interactions.

Lawful Basis for Processing Your Data

We only process your personal data when we have a lawful basis to do so. The lawful bases we rely on are:

Contractual necessity: We process your personal data when it is necessary to enter into or perform a contract with you, for example to set up your account, provide waste disposal services, communicate about collections, issue invoices and manage payments.

Legal obligation: We may process your data where we are required to do so in order to comply with legal or regulatory obligations, such as record keeping, tax requirements, or responding to lawful requests from public authorities.

Legitimate interests: We may process your personal data where it is necessary for our legitimate business interests and where your interests and fundamental rights do not override those interests. This can include managing our business operations, improving our services, dealing with customer queries and complaints, preventing fraud, and ensuring the security of our systems.

Consent: In limited cases, we may rely on your consent, for example where required for certain optional marketing communications. When we rely on consent, you can withdraw it at any time by contacting us using the details provided in your communications from us.

How We Use Your Personal Data

We use your personal data for the following purposes:

To provide and manage waste disposal and related services, including arranging collections, handling access instructions, and responding to service requests.

To manage our relationship with you, including setting up and maintaining your customer account, communicating about changes to services, and responding to your enquiries or complaints.

To process payments and manage billing, including issuing invoices, processing card or bank payments, handling payment queries, and managing any overdue accounts.

To plan, operate and improve our business, including scheduling collection routes, training staff, improving service quality, and monitoring service performance.

To comply with legal and regulatory requirements, including health and safety obligations, tax and accounting rules, and any lawful requests from authorities.

To send you service-related and, where permitted, marketing communications about our services. You may opt out of marketing communications at any time.

Data Sharing and Processors

We do not sell your personal data. We may share your personal data with trusted third parties who act as data processors and provide services that support our operations. These may include:

Payment processors who handle card or bank payments securely on our behalf.

IT service providers who host and maintain our systems, databases, communication tools and website.

External contractors and subcontractors involved in carrying out collections or related services for you, where they need access to limited information such as your address and contact details.

Professional advisers such as accountants, auditors, or legal advisers who assist us in meeting our legal and regulatory obligations.

We require all processors to process your data only in accordance with our instructions, to keep your data secure, and to comply with data protection laws. Where required by law, we may also share data with public authorities, regulators, law enforcement agencies or courts.

International Data Transfers

Our core operations are based in the United Kingdom and we aim to keep your personal data within the UK or European Economic Area wherever possible. If we need to transfer personal data to a country outside the UK or EEA, we will ensure that appropriate safeguards are in place, such as using standard contractual clauses or equivalent measures recognised under data protection law, so that your data remains protected.

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. In general:

Customer account and service information is retained for as long as you remain a customer and for a reasonable period thereafter, typically up to six years after the end of the relationship, to deal with queries, disputes or legal obligations.

Financial and billing records are retained for the periods required by tax and accounting laws, which is typically six years from the end of the relevant financial year.

Communications and enquiry records are kept for as long as needed to manage your request and for a limited period afterwards in case of follow up or dispute.

When personal data is no longer needed, we will securely delete or anonymise 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 legal exceptions. Your rights include:

The right of access: You can request confirmation that we process your personal data and ask for a copy of the data we hold about you.

The right to rectification: You can ask us to correct inaccurate or incomplete personal data about you.

The 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 purpose it was collected.

The right to restrict processing: You may ask us to restrict the processing of your personal data in certain situations, such as where you contest its accuracy or object to our use of it.

The right to data portability: You may request that we provide you with your personal data in a structured, commonly used and machine readable format, or that we transmit it to another controller, where this is technically feasible and where processing is based on consent or contract and carried out by automated means.

The right to object: You may object to processing that is based on our legitimate interests, including profiling, or to processing for direct marketing.

Where we rely on consent, you have the right to withdraw your consent at any time. Withdrawing consent does not affect the lawfulness of processing based on consent before its withdrawal.

To exercise any of your rights, please contact us using the contact details provided in your service documentation. 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 unauthorised access, loss, misuse, alteration or disclosure. These measures include limiting access to personal data to staff and contractors who need it to perform their duties, using secure systems and taking steps to ensure that our processors maintain suitable levels of security.

Complaints and Contact

If you have any concerns about how we handle your personal data, please contact us so we can try to resolve the issue. You also have the right to lodge a complaint with the UK Information Commissioner's Office or with your local supervisory authority if you believe your data protection 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, how we process personal data, or changes in the law. Any updated version will apply to all customers in the Crystal Palace area from the date it is published. We encourage you to review this Privacy Policy periodically to stay informed about how we protect your information.