Policies

Data Protection Policy

Introduction

This policy outlines the way our website processes, stores and protects user data and sets out the obligations and requirements of Devon Communities Together and website users.

The website

Devon Communities Together will ensure that all necessary steps are taken to protect the privacy of users of our website. The website complies with all UK national privacy laws and requirements.

Use of cookies

A cookie is a small file which asks permission to be placed on your computer's hard drive. Cookies allow web applications to respond to you as an individual. The web application can tailor its operations to your needs, likes and dislikes by gathering and remembering information about your preferences.

We use traffic log cookies to identify which pages are being used. This helps us analyse data about web page traffic and improve our website in order to tailor it to customer needs. We only use this information for statistical analysis purposes and then the data is removed from the system.

Overall, cookies help us provide you with a better website, by enabling us to monitor which pages you find useful and which you do not. A cookie in no way gives us access to your computer or any information about you, other than the data you choose to share with us. You can choose to accept or decline cookies. Most web browsers automatically accept cookies, but you can usually modify your browser setting to decline cookies if you prefer. This may prevent you from taking full advantage of the website.

Personal information

Whilst using our website or services, you may be asked to provide personal information (name, address, email, bank details, etc.). We will ensure that all personal information supplied is held securely in accordance with the General Data Protection Regulation (EU) 2016/679, as adopted into UK law in the Data Protection Act 2018. You have the right at any time to request a copy of the personal information we hold on you. Should you wish to receive a copy of this, or would like to be removed from our database, please contact us by email: info@devoncommunities.org.uk , phone: 01392 248919 or post: Devon Communities Together, 3 & 4 Cranmere Court, Lustleigh Close, Matford Business Park, Exeter EX2 8PW

Information collection and use

Choosing how we use your data

With respect to your personal information that we may hold at any time, we commit to giving you the ability to:

  • Verify the information we hold by contacting our customer services team via info@devoncommunities.org.uk or 01392 248919 or by post to our office address.  Our security procedures mean that we may request proof of identity before we reveal information, including your e-mail address or your address.
  • Contact us (by the same method) to change, correct, or delete your personal information held by Devon Communities Together.
  • Unsubscribe from receiving marketing emails from us by clicking the “unsubscribe” link at the bottom of our emails. 
How long will we keep your data for?

Devon Communities Together will not retain your personal information longer than necessary. We will hold onto the information you provide either:

  • While you remain a member of DCT (including the Devon Oil Collective and Devon Senior Voice), or 
  • As specified in the permissions you give us in relation to other services we provide or,
  • Where we have a legal or regulatory requirement to retain the data.

Devon Communities Together will not give or sell your personal data to anyone without your prior agreement (other than to a General Data Protection Regulation compliant processor working on our behalf).

Complaints Policy

1. Introduction

The Community Council of Devon is committed to providing a high quality service to everyone we deal with. However, we recognise that there may be times when things go wrong. We value all types of feedback about our service and will use complaints to help us to learn and continuously improve our service. This policy tells you how to go about making a complaint about our service and what response you can expect from us.

2. About the Community Council of Devon

The Community Council of Devon is an independent charitable company founded in 1961. Its 240 members include the principal statutory bodies and voluntary organisations in the county, and many other local organisations.

We have a voluntary governing body, our Board of Trustees, in part elected by our full members at general meetings and in part appointed by bodies as designated in our company articles. The Community Council of Devon incorporated as a Company Limited by Guarantee in 1999.

For further information about The Community Council of Devon see www.devoncommunities.org.uk.

3. What kind of complaint can be considered?

Grounds for complaint include:

  • Dissatisfaction with standards of service (for example, the quality of information provided to you, either verbally or in written form, or the manner in which that information was provided).
  • Deficiencies in standards of service (which might include problems with accessibility or the provision of information in appropriate formats).
  • Discrimination, harassment, bullying and victimisation.
  • Other deficiencies in the quality of your experience with Community Council of Devon

4. What kind of complaint is excluded?

The nature of what we do means that we often work in partnership or in association with a large number of organisations, groups and individuals. However we cannot respond to complaints about the public involvement work of others. We therefore suggest that such complaints be addressed to the organisation, group or individual concerned. Complaints made to The Community Council of Devon need to relate to the actions of The Community Council of Devon staff or others working as representatives of The Community Council of Devon, such as volunteers.

5. How to make a complaint

Many concerns can be sorted out by discussing the problem with a member of staff, and we would encourage you to try this first by phoning 01392 248919.

If, however, this does not resolve the situation for you, you can make a formal complaint
through The Community Council of Devon’ s two-stage complaints procedure.

6. Making a complaint: Stage one

In the first instance, your complaint will be dealt with by The Community Council of Devon’s Director of Operations. Therefore please put your complaint in writing and address it to:

Greg Davies
Director of Operations
Devon Communties Together
1st Floor – 3&4 Cranmere Court
Lustleigh Close
Exeter EX2 8PW
Email: greg@devoncommunities.org.uk
Tel: 01392 248919 Ext: 181

It will help us if you can submit your complaint in writing with as much detail as possible, including any supporting documents or information. This helps us to understand the complaint more fully and to respond better to it. In addition, if you have any suggestions about how to resolve your complaint, please include them.

We treat all complaints seriously and you can expect to be treated with courtesy and fairness at all times. We will aim to resolve your complaint as quickly and as helpfully as possible.

We will acknowledge receipt of your complaint within five working days and you will receive a response within 15 working days of the receipt of your complaint. If for some reason we are unable to respond within 15 working days, we will contact you to explain why.

The Director of Operations may discuss your complaint with any relevant parties (i.e. people directly involved in the complaint). However, we undertake to maintain full confidentiality beyond this and will not discuss you or your complaint with anyone outside The Community Council of Devon.

7. Making a complaint: Stage two

If you are not satisfied with our response at Stage One, then you can request that the complaint be taken to Stage Two. At Stage Two, your complaint will be reviewed and responded to by The Chief Executive, Elaine Cook. She may choose to review it with other Senior Managers of The Community Council of Devon.

You can expect to receive an acknowledgement of your request to proceed to Stage Two within five working days, and you will receive a response within 20 working days. Once again, if we are unable to do this we will contact you and let you know the reasons for the delay.

8. If you are not satisfied with our response

We do hope that we resolve your complaint in a satisfactory way. However, if, having followed our complaints procedure, you remain dissatisfied with our response you can ask to have your complaint reviewed by the Chair of The Community Council of Devon Board of Trustees, Teresa Butchers, c/o the address above.

If you need a copy of this policy in another format please contact us:

  • Email: info@devoncommunities.org.uk
  • Telephone: 01392 248919

This policy is also available to download here.

QUALITY STANDARDS POLICY (BS EN ISO 9001:2015)

Community Council of Devon operating as Devon Communities Together aims to provide defect free products and services to its customers on time and within budget.

The Organisation operates a Quality Management System that has gained BS EN ISO 9001:2015 certification, including aspects specific to the provision of local community services.

The management is committed to:

1. Develop and improve the Quality Management System

2. Continually improve the effectiveness of the Quality Management System

3. The enhancement of customer, trustee and partner satisfaction.

The management has a continuing commitment to:

1. Ensure that customer needs and expectations are determined and fulfilled with the aim of achieving customer satisfaction

2. Communicate throughout the Organisation the importance of meeting customer needs and all relevant statutory and regulatory requirements

3. Establish the Quality Policy and to set Quality Objectives at relevant functions, levels and processes

4. Ensure that the Management Reviews set and review the Quality Objectives, and report on the internal audit results as a means of monitoring and measuring the processes and the effectiveness of the Quality Management System

5. Ensure the availability of resources.

The Quality Manager, appointed by the Organisation’s Chief Executive Officer is responsible for the control of all matters relating to the implementation of this Policy.

EQUAL OPPORTUNITY & DIVERSITY POLICY

The Community Council of Devon is committed to the principle of equal opportunity in relation to employment and the services that it delivers.

The organisation believes that the diversity of its staff, volunteers, members and customers, as well as of all Devon’s rural communities, forms an essential part of The Community Council of Devon, known as Devon Communities Together values and enriches every aspect of its work.

Accordingly, the management team of The Community Council of Devon will ensure that recruitment, selection, training, development and promotion procedures results in no job applicant, employee, volunteer, member or customer receiving less favourable treatment because of a protected characteristic (i.e. race, colour, nationality, ethnic or national origin, religion or belief, disability, trade union membership or non-membership, sex, sexual orientation, pregnancy and maternity, gender reassignment, marriage/civil partnership, age, or on the basis of being a part- time or fixed term worker) or non –protected characteristic such as socio-economic status or role within The Community Council of Devon.

Furthermore, the organisation is committed to taking positive steps to actively challenge the discrimination and barriers that members of different disadvantaged groups face.

The Organisation’s objective is to ensure that all decisions made in relation to individuals or organisations are based solely on their relevant aptitudes, skills and abilities.

The Board of Trustees has ultimate responsibility for ensuring equality policies are fully implemented, with operational responsibility delegated to the Chief Executive.