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Please read the below note before clicking on the links to our equality and customer satisfaction questionnaires.

To take our equality questionnaire click here

To take our customer satisfaction survey click here

 

Equality monitoring

My staff and I are committed to providing the best possible service to members of the public. I want to ensure that everyone who uses our service is treated equally so I would be grateful if you would complete the attached equality questionnaire. I am also legally obliged to collect equality information, which includes a duty to measure the impact of my service on people with protected characteristics under the Equality Act 2010 and the Equality Act (Statutory Duties) (Wales) Regulations 2011. Therefore, the Equality questionnaire contains some questions which you may feel are sensitive or personal. All questions are optional, so, if you do not wish to answer a question, you can choose the ‘Prefer not to say’ box.

In addition to using the data to measure the impact of the service on people with protected characteristics, we are also required to publish the data on an annual basis. However, we will ensure that individuals cannot be identified from the data.

If you include your complaint reference number, it will be possible for us to identify you. Please be assured that your response will be held in the strictest confidence and will not be viewed by any member of staff responsible for assessing or investigating your complaint. We are using SurveyMonkey for this questionnaire. As part of the service, your responses will be transferred securely to the United States under the EU-U.S. Privacy Shield Framework and held by SurveyMonkey. For further information, please see the SurveyMonkey Privacy and Legal pages here.

Following receipt from SurveyMonkey, we will retain this data for ten years from the month in which your enquiry or complaint is closed. We will also request that data is deleted by SurveyMonkey during this retention period. After ten years, we will remove any links to identifying information from our systems. During this time, you are entitled to request access to your personal data under Data Protection legislation. You are also entitled to request the correction of inaccurate data. Any such requests or concerns should be sent to the Data Protection Officer at the below address. The Public Services Ombudsman for Wales is the data controller for the purposes of Data Protection legislation. Further information regarding your rights under Data Protection legislation, and how to complain, can be found on the Information Commissioner’s Office website at www.ico.org.uk.

 

Customer Satisfaction

My staff and I are committed to providing the best possible service to members of the public. To help us understand how we are doing and how we might improve, I would be grateful if you could complete and return the enclosed Customer Satisfaction questionnaire.

We would like to hear about your experiences of using our services. Where appropriate, we may use any comments externally and publicly (for example, on communications material). As such, you should not include any information which may identify you, or the person on whose behalf you are completing the form, in any comments.

If you include your complaint reference number, it will be possible for us to identify you. Please be assured that your response will be held in the strictest confidence and will not be viewed by any member of staff responsible for assessing or investigating your complaint. Where comments are used externally or publicly, we will ensure that any identifying information is removed before use.

We are using SurveyMonkey for this questionnaire. As part of the service, your responses will be transferred securely to the United States under the EU-U.S. Privacy Shield Framework and held by SurveyMonkey. For further information, please see the SurveyMonkey Privacy and Legal pages here.

Following receipt from SurveyMonkey, we will retain this data for ten years from the month in which your enquiry or complaint is closed. We will also request that data is deleted by SurveyMonkey during this retention period. After ten years, we will remove any links to identifying information from our systems. During this time, you are entitled to request access to your personal data under Data Protection legislation. You are also entitled to request the correction of inaccurate data. Any such requests or concerns should be sent to the Data Protection Officer at the below address. The Public Services Ombudsman for Wales is the data controller for the purposes of Data Protection legislation. Further information regarding your rights under Data Protection legislation, and how to complain, can be found on the Information Commissioner’s Office website at www.ico.org.uk.

 

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