The Data Protection Act

Under the Data Protection Act 1998, we have a legal duty to protect any information we collect from you. We do not pass on your details to any third party unless you give us permission or the Council is legally obliged to do so or it is for the prevention or detection of crime or fraud. Our website contains full details of Norfolk County Council’s Data Protection Policy

Data protection officer

Norfolk County Council appoints a data protection officer who coordinates Data Protection across the Council and can be contacted by writing to:

The Data Protection Officer

Norfolk County Council

Norfolk Record Office

The Archive Centre

Martineau Lane




What information we collect

If you are a user with general public and anonymous access the Norfolk County Council website does not store or capture personal information, but merely logs the user’s IP address that is automatically recognised by the web server.

We collect information from visitors to the Norfolk County Council website in three ways:

  1. Requests for information or services via email and online forms
  2. Feedback via an online form
  3. Feedback via an optional online survey

We use Google Analytics and Site Core, which anonymously tracks things like numbers of visits/visitors/pageviews to our website, popular pages, customer journies, and what browser or device people are using. It does not collect any personal information about the individual user. This enables us to monitor the performance of the website, ensure it can be used by everybody, and to deliver relevant and timely information to users.

Telecommunications Regulations 2000

Communications with Norfolk County Council (including online transactions) may be subject to monitoring and recording only for purposes permitted by the Telecommunications (Lawful Business Practice) (Interception of Communications) Regulations 2000 in order to prevent or detect a crime, or investigate or detect the unauthorised use of the service.

Contacting us

You can ask for information or request services in five ways: by requests and questions sent by online forms, email, phone, post or in person. You can make comments and give us your feedback in the same way.

If you send an email or complete a form on the website asking for information or a service, or sending a comment that requires a response, it will be passed to the appropriate department who will respond to you. We do not pass on your details to any third party unless you give us permission or the Council is legally obliged to do so or it is for the prevention or detection of crime or fraud.

After we have replied to you, the Customer Service Centre will keep a record of your message for one year. Any queries which have been forwarded to other departments for a response may be kept for longer, but always in accordance with Norfolk County Council’s data protection policy.

Content sharing

Content published on our website (including on our Norfolk Directory) is public-facing, and can be shared via email or social networking sites using the functionality provided on the site. This type of content sharing is permitted as the information is being bookmarked or linked, and not adapted or altered.

Customer website feedback

Customers can give us feedback about our website, online information and transactions, using either by contacting us via a web form (see ‘Contacting us’ above), or the online feedback facility (Govmetric).

GovMetric provides an optional feedback facility which customer can access from the bottom corner of any page on our website, and then rate and give feedback on that page. Contact details are optional, and are only used to contact the person about their feedback at their request. The results are processed by ROL Solutions Ltd (who act on behalf of GovMetric) and are accessed by the Customer Services team at Norfolk County Council. Neither Norfolk County Council nor the service providers pass any personal information to anyone else.

The information provided is used to build an overall picture of the general locations of people who use the website (ie via postcode) and their experiences so we can make our website usable and useful to all our visitors.

Access to your information and contacting Norfolk County Council

If you wish to see our records of any correspondence you have sent to us, or if you have a query or complaint about this privacy policy or about the site, you can contact us by email, phone or regular mail:


Phone: 0344 800 8020

Norfolk County Council

Martineau Lane

Norwich NR1 2HD

If this privacy policy changes in any way, we will place an updated version on this page. Regularly reviewing this page ensures you are always aware of what information we collect, how we use it and under what circumstances, if any, we will share it with other parties.