Privacy Policy

Superfast Cornwall was a partnership project funded by the European Regional Development Fund (ERDF) and Cornwall Council.

This website is left live for information purposes only, and with the end of resourcing for Superfast Cornwall in Sep 2023, its accuracy cannot be guaranteed. The policy below was applicable to when the Superfast Cornwall project was operational.

Superfast Cornwall respects your privacy and is committed to protecting your personal data. This privacy notice will inform you as to how we look after your personal data when you visit our website (regardless of where you visit it from) and tell you about your privacy rights and how the law protects you.

Purpose of this privacy notice

This privacy notice aims to give you information on how Superfast Cornwall collects and processes your personal data through your use of this website, including any data you may provide to us as a result of information on the website, e.g. contacting us by email or phone to raising an issue getting connected, or to find out about the Superfast Cornwall grants scheme.

You may wish to read this privacy notice together with any other privacy notice or fair processing notice we may provide on specific occasions when we are collecting or processing personal data about you so that you are fully aware of how and why we are using your data. This privacy notice supplements the other notices and is not intended to override them.

Data Protection Officer and Data Control Officer

If you would like to access any of the information we hold about you or have concerns regarding the way we have processed your information, please contact: Data Protection Officer, Cornwall Council, County Hall, Truro, TR1 3AY, Tel: 01872 326424, Email: dpo@cornwall.gov.uk

If you have any questions about this privacy notice, or how we handle your personal information, please contact the DPO initially. You have the right to make a complaint at any time to the Information Commissioner’s Office (ICO), the UK supervisory authority for data protection issues (www.ico.org.uk). We would, however, appreciate the chance to deal with your concerns before you approach the ICO so please contact us in the first instance

Changes to the privacy notice and your duty to inform us of changes

It is important that the personal data we hold about you is accurate and current. Please keep us informed if your personal data changes during your relationship with us.

Third Party Links

This website may include links to third-party websites, plug-ins and applications. Clicking on those links or enabling those connections may allow third parties to collect or share data about you. We do not control these third-party websites and are not responsible for their privacy statements. When you leave our website, we encourage you to read the privacy notice of every website you visit.

The data we collect about you

Personal data, or personal information, means any information about an individual from which that person can be identified. It does not include data where the identity has been removed (anonymous data).

We may collect, use, store and transfer different kinds of personal data about you which we have grouped together follows:

Identity Data includes first name, maiden name, last name, username or similar identifier, marital status, title, date of birth and gender.
Contact Data includes address, email address and telephone numbers.
Technical Data includes internet protocol (IP) address, your login data, browser type and version, time zone setting and location, browser plug-in types and versions, operating system and platform and other technology on the devices you use to access this website.
Profile Data includes your username and password, your interests, preferences, feedback and survey responses.
Usage Data includes information about how you use our website and services.
Marketing and Communications Data includes your preferences in receiving marketing from us and our third parties and your communication preferences.

We may also collect, use and share Aggregated Data such as statistical or demographic data for any purpose. Aggregated Data may be derived from your personal data but is not considered personal data in law as this data does not directly or indirectly reveal your identity. For example, we may aggregate your Usage Data to calculate the percentage of users accessing a specific website feature. However, if we combine or connect Aggregated Data with your personal data so that it can directly or indirectly identify you, we treat the combined data as personal data which will be used in accordance with this privacy notice.

We only collect anonymised Special Categories of Personal Data about your company employees confined to ethnicity, age and disability with the option to choose “prefer not to say”. This is a requirement from the contract we have with MHCLG, who are Managing Agents of the ERDF funding, in delivering this programme. Nor do we collect any information about criminal convictions and offences.

If you fail to provide personal data

Where we need to collect personal data by law, or under the terms of a contract we have with you and you fail to provide that data when requested, we may not be able to perform the contract we have or are trying to enter into with you (for example, to assist with an issue getting connected or progress a Superfast Cornwall grant application). In this case, we may have to cancel a product or service you have with us but we will notify you if this is the case at the time.

How is your personal data collected?

We use different methods to collect data from and about you including through:

Direct interactions. You may give us your Identity and/or Contact Data by filling in forms (e.g. Grant Application Form) or by corresponding with us by post, phone, email or otherwise. This includes personal data you provide when you:
apply for our services (e.g. Superfast Cornwall Grant);
ask us to look into an issue you are having getting connected
promotion or survey; or
give us some feedback.
Automated technologies or interactions. As you interact with our website, we may automatically collect Technical Data about your equipment, browsing actions and patterns. We collect this personal data by using cookies for Google Analytics.
Google Analytics. When someone visits this site we use a third party service, Google Analytics, to collect standard internet log information and details of visitor behaviour patterns. We do this to find out things such as the number of visitors to the various parts of the site. This information is only processed in a way which does not identify anyone. We do not make, and do not allow Google to make, any attempt to find out the identities of those visiting our website. For more information on Google Analytics cookies, see the official Google Analytics page.
Cookies are small text files that are placed on your computer by websites that you visit. They are widely used in order to make websites work, or work more efficiently, as well as to provide information to the owners of the site.
The only cookies we use are Google Analytics cookies, used to record users behaviour on a website, for example to record the pages they have viewed

There are 2 different types of cookie that can be placed in your browser by a website:

Session cookies are only used for the period you use the website, and are deleted when you close your web browser. A new cookie would then be placed in your web browser if you were to visit the same website again in the future
Persistent cookies remain in your browser once you have left the site and closed your web browser. The next time you visit the site the information in the cookie will be used to ensure the website works as set up at the previous visit. For example to display certain things on the homepage. Persistent cookies will expire if the website that set them is not visited again within a certain timescale.
Cookies on this website. We only use Google Analytics cookies on this website, which are session cookies. We do this to find out things such as the number of visitors to the various parts of the site. We collect this information in a way which does not identify anyone, we do not make any attempt to find out the identities of those visiting any of our websites, and we do not share this information with anyone.
More Information – Managing cookies on your PC: Most web browsers allow some control of most cookies through the browser settings. To find out more about cookies, including how to see what cookies have been set and how to manage and delete them, visit: the about cookies website.
Third parties or publicly available sources. We may receive personal data about you from various third parties in the form of a referral on the basis that you would have already given your consent for this. For example, people may raise an issue of poor broadband with their MP, who would forward this to us.
You can choose to block the cookies that are set by the Superfast Cornwall website; however you must be aware that doing so may mean that parts of the site may not work correctly.
Changes to the way websites use cookies: The law that controls how cookies are used on websites has changed. There is more information about cookies on the: Information Commissioners website.

Hopefully the above has clarified things for you and as was previously mentioned if there is something that you aren’t sure whether you need or not it’s usually safer to leave cookies enabled in case it does interact with one of the features you use on our site

However if you are still looking for more information about the way cookies are used on this site, or how you may be affected please contact our DCO.

How we use your personal data

We will only use your personal data when the law allows us to. Most commonly, we will use your personal data in the following circumstances:

Where we need to perform the service we are about to enter into or have entered into with you, e.g. progressing a Superfast Cornwall Grant application.
Where we need to share your information with our partners, in particular BT / Openreach, to try and resolve a broadband connection issue or query.
Where it is necessary for our legitimate interests (or those of a third party) and your interests and fundamental rights do not override those interests.
Where we need to comply with a legal or regulatory obligation.

Information you supply using any electronic forms on this website will only be used for the purpose(s) stated on the form.

Information you provide in emails to us, or contacting us by phone, will only be used for the purpose (which we reasonably believe) that you give it to us for.

Information you provide us with may be used for statistical research but will not be used in any way (beyond its original purpose) which enables you to be identified.

Generally we do not rely on consent as a legal basis for processing your personal data other than in relation, if applicable, to sending marketing communications to you. You have the right to withdraw consent to marketing at any time by contacting us through the contact details on the website.

Purposes for which we will use your personal data

We collect, use, hold and share where necessary, information for the following purposes:

to deal with the service that you requested (e.g. applying for a grant or raising a broadband connection issue) and to allow us to be able to communicate, and provide services appropriate to your needs and to monitor our performance in responding to your request
to ensure we meet our legal obligations
to prevent and detect fraud or crime
to process financial transactions including grants, and invoices involving us or when we are acting on behalf of other government bodies
to conduct research and surveys and to allow for the statistical analysis of data so we can plan the provision of services
where you have consented to the processing
where otherwise permitted under Data Protection legislation

It applies to information we collect about:

Service provision;
Visitors to our websites;
Use of cookies;
People who call us;
People who email us;
People who make a complaint to us;
Your rights;
Complaints and queries;
Disclosure of personal information
Access to personal information

We have set out below, in a table format, a description of all the ways we plan to use your personal data, and which of the legal bases we rely on to do so. We have also identified what our legitimate interests are where appropriate.

Purpose/Activity	Type of data	Lawful basis for processing including basis of legitimate interest
To register your broadband issue or query	(a) Identity (b) Contact	(a) To investigate your broadband query or issue (b) When necessary, to share your data with our project partners, in particular BT / Openreach, to help resolve the query / issue.
To enable you to provide information to complete an application for our services, in particular a Superfast Cornwall grant	(a) Identity (b) Contact (c) Address (d) Broadband speed (e) Property status (council tax / business rates / occupancy status) (f) For multiple address schemes, Names, Addresses, Phone, Broadband speed, Property status (council tax / business rates / occupancy status) of other participating addresses	(a) To carry out eligibility checks, shared with CDC’s PFS team for administration and payment of approved grants
To enable you to complete a survey	(a) Identity (b) Contact (c) Marketing and Communications	(a) Assessment of economic outcomes of broadband rollout in accordance with our contractual requirements with MHCLG and Cornwall Council (b) Necessary for our legitimate interests (to study how customers use our products/services, to develop them.
To administer and protect our business and this website (including troubleshooting, data analysis, testing, system maintenance, support, reporting and hosting of data)	(a) Identity (b) Contact (c) Technical	(a) Necessary for our legitimate interests (for running our business, provision of administration and IT services, network security, to prevent fraud and in the context of a business reorganisation or group restructuring exercise) (b) Necessary to comply with a legal obligation
To use data analytics to improve our website, services, marketing, customer relationships and experiences	(a) Technical (b) Usage	Necessary for our legitimate interests (to define types of customers for our products and services, to keep our website updated and relevant, to develop our business and to inform our marketing strategy)

Marketing

Our marketing is not based on personal data. It uses, for example, this website and Search Optimisation to drive traffic, anonymised information about addresses which have been upgraded to inform the non-specified occupants at the address that they can upgrade, and presence at local events and meetings to highlight our services.

Change of purpose

We will only use your personal data for the purposes for which we collected it, unless we reasonably consider that we need to use it for another reason and that reason is compatible with the original purpose. If you wish to get an explanation as to how the processing for the new purpose is compatible with the original purpose, please contact us.

If we need to use your personal data for an unrelated purpose, we will notify you and we will explain the legal basis which allows us to do so.

Please note that we may process your personal data without your knowledge or consent, in compliance with the above rules, where this is required or permitted by law.

Disclosures of your personal data

We may have to share your personal data with the parties set out below for the purposes set out in the table in paragraph 4 above.

Third Parties

Your data may be shared with the following internal third parties:

Internal Third Parties

Your identity and contact details may be shared within CDC only for the purposes listed above.
CORSERV or Cornwall Council or accessed by their appointed auditors as a consequence of our funding requirements.

External Third Parties

MHCLG and associated auditors. This forms part of our contractual agreement with MHCLG.
HM Revenue & Customs, regulators and other authorities acting as processors or joint controllers based in the United Kingdom who require reporting of processing activities in certain circumstances.
Your information may be shared with our project partners, in particular BT / Openreach, to help resolve a broadband query / issue.

We require all third parties to respect the security of your personal data and to treat it in accordance with the law. We do not allow third parties to use your personal data for their own purposes and only permit them to process your personal data for specified purposes and in accordance with our instructions.

International Transfers

We do not transfer your personal data outside the European Economic Area (EEA).

Data Security

We have put in place appropriate security measures to prevent your personal data from being accidentally lost, used or accessed in an unauthorised way, altered or disclosed. In addition, we limit access to your personal data to those employees, agents, contractors and other third parties who have a business need to know. They will only process your personal data on our instructions and they are subject to a duty of confidentiality.

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

Data Retention

How long will you use my personal data for?

We will only retain your personal data for as long as necessary to fulfil the purposes we collected it for, including for the purposes of satisfying any legal, accounting, or reporting requirements.

Information relating to broadband queries and issues. When logged on spreadsheet, this will be deleted for closed issues older than 12 months, and deleted for unresolved issues after 2 years. When existing as a general email query, emails older than 5 years old will be deleted.

Information relating to making an application for a Superfast Cornwall grants, including application forms and spreadsheets summarising grants, will be held for 12 months after the end of the grants programme.

People who make a complaint to us

When we receive a complaint from a person we make up a file, manual or electronic, containing the details of the complaint and associated investigation. This normally contains the identity of the complainant and any other individuals involved in the complaint.

We will only use the personal information we collect to process the complaint and to check on the level of service we provide. We may compile and publish statistics highlighting information such as the number of complaints we receive and time taken to resolve, but not in a form which identifies anyone.

We usually have to disclose the complainant’s identity to the department/service/programme/project which the complaint is about, including third parties such as contractors, in order to fully understand and resolve an issue. If a complainant doesn’t want information identifying him or her to be disclosed, we will try to respect that. However, it may not be possible to handle a complaint on an anonymous basis.

We will keep personal information contained in complaint files in line with our retention policy. Local Government Ombudsmen complaints are retained for ten years from closure. Complaint files are retained in a secure environment and access to it will be restricted according to the ‘need to know’ principle.

Similarly, where enquiries are submitted to us we will only use the information supplied to us to deal with the enquiry and any subsequent issues and to check on the level of service we provide.

No fee usually required

You will not have to pay a fee to access your personal data (or to exercise any of the other rights). However, we may charge a reasonable fee if your request is clearly unfounded, repetitive or excessive. Alternatively, we may refuse to comply with your request in these circumstances.

What we may need from you

We may need to request specific information from you to help us confirm your identity and ensure your right to access your personal data (or to exercise any of your other rights). This is a security measure to ensure that personal data is not disclosed to any person who has no right to receive it. We may also contact you to ask you for further information in relation to your request to speed up our response.

Time limit to respond

We try to respond to all legitimate requests within one month. Occasionally it may take us longer than a month if your request is particularly complex or you have made a number of requests. In this case, we will notify you and keep you updated.

Glossary

Lawful Basis

Legitimate Interest means the interest of our business in conducting and managing our business to enable us to give you the best service/product and the best and most secure experience. We make sure we consider and balance any potential impact on you (both positive and negative) and your rights before we process your personal data for our legitimate interests. We do not use your personal data for activities where our interests are overridden by the impact on you (unless we have your consent or are otherwise required or permitted to by law). You can obtain further information about how we assess our legitimate interests against any potential impact on you in respect of specific activities by contacting us

Performance of Contract means processing your data where it is necessary for the performance of a contract to which you are a party or to take steps at your request before entering into such a contract.

Comply with a legal or regulatory obligation means processing your personal data where it is necessary for compliance with a legal or regulatory obligation that we are subject to.