Ian Well as we know, the DPA does not cover dead people, however, even if the DPA did cover the dead for period after death, surely under the "DPA framework" this would just delay trying to sort out the deceased person's affairs? I don’t agree that the DPA should be extended to dead people for any length of time. This scenario as I understand it, is a misinterpretation of DPA and retraining needs to be had and processes changed if necessary. This is however, just my opinion. Many thanks Regards Trish Bailey MSc -----Original Message----- From: This list is for those interested in Data Protection issues [mailto:[log in to unmask]] On Behalf Of [log in to unmask] Sent: 28 November 2008 13:50 To: [log in to unmask] Subject: You must be joking... Food for thought on a quite Friday. A brief example of how not to do it. 1. 18.10.2008 a death in the family: 2. 20.10.2008 Checked online with one company to see if it was possible to cancel a service provision - nothing available online (possibly understandably). 3. Telephoned the premium rate customer service line, explained the situation and asked them to cancel the account in early November and if they could produce a final bill for the end of that billing in early November period which would facilitate their bank direct debit payment, simplifying the process for them and the executors. Was asked to post a copy of the death certificate to the company. 4. 20-21/10/2008 access to the on-line billing information part of the service terminated so was unable to properly validate costs. 5. 22/10/2008 Obtained death certificates. Posted covering letter copy of death certificate to the company providing a date for the complete cessation of the service and to facilitate finalisation of the estate of the deceased. 6. Received by registered mail the covering letter and copy of the death certificate (no compliments slip or anything else included) at the home address of the executor to the deceased. 7. 5/11/2008 Received at the home address of the executor a standardised condolence letter asking if the account needed to be cancelled to call and cancel. (Took no action as already cancelled). 8. 24/11/2008. Received standard correspondence addressed to the deceased (and redirected by the post office) (a) Advising that part of the service provision was being transferred and stating the deceased should contact the company to stop that transfer if they had not arranged for it (We assume the new occupants (who are known to us) of the house were doing that) and that it was possible the deceased could accrue additional costs. (b) Red reminder for an outstanding account balance showing the total amount but no detail. 9. 24/11/2008. Acting on behalf of executor (who was rather upset again) contacted the premium rate number provided by the company to find out the details of the outstanding balance and to arrange payment. Call centre - I am sorry but due to the data protection act I cannot speak to you about this account. Caller - Would you please note that on the account or details of this call. Would you also tell me what time it is at the moment. Call centre - Gave the time. Caller - Can I confirm your are aware the account holder is dead? Call centre - Just a moment please. A pause of some moments/a minute. Yes there is a note on the record. Caller - I have received two letters today, one of which is an unpaid outstanding balance billing reminder. But the details of the bill are unknown could your clarify the detai? Call centre - Clarified some of the detail but unable to fully clarify as the figures did not make sense. Caller - Thank you. 24/11/2008 - Contacted the premium rate customer service line. Caller - I wish to make a complaint. Details of the process to date explained and asked for clarification of the total amount. Call centre - That amount explained in more detail, but would/could not provide writted copy Caller - Started to pay the bill and asked for assurance that this was the finalised outstanding balance and that all correspondence with the deceased would cease. Call centre - No, a further amount is due next month for further outstanding costs. Those costs added to the current amount and paid. Call centre - To sort this out I have had to re-enable the account. Would you please call back in 3 days to disable it again. Caller - No. Sorting this out to this stage has already cost a minimum of £3.90 in call charges. This is precisely the type of poor and inflexible organisational administrative process the complaint is about and I see no reason why the estate should be burdened with further costs in improving your organisational processes. The organisation has been made aware of the death of the account holder a number of times. Would you please let me know how my complaint is finalised. A plea to the group. Look to your organisations processes to attempt to limit this type of distress, if only to stop your own organisation from incurring ongoing costs in servicing deceased persons, which I thought was the remit of whichever god people prefer to defer to! Also, the organisation is arguably still liable under DP, the executor, whose details were somewhere in the deceased computer file, continues as a living individual, and is the person the organisation would no doubt eventually chase through the courts for billing purpose, if anybody ever gets to that stage. Their data is not being processed in accordance with the principles. Food for thought maybe. Whilst this was the worst computer/organisationally generated example experienced during this time it was not the most insensitive. That one was purely person generated, so remember when reveiwing processes that human error can also damage organisations and an appropriate level of training is required. Meanwhile my own experiences have merely served to increase the strength of my personal belief that notwithstanding the difficulties, DP should continue to cover the data of deceased for an appropriately specified period following death. Ian W Get 50% off Hotel Bookings ftom Tiscali - http://www.tiscali.co.uk/travel __________________________________________________________ ^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^ All archives of messages are stored permanently and are available to the world wide web community at large at http://www.jiscmail.ac.uk/lists/data-protection.html If you wish to leave this list please send the command leave data-protection to [log in to unmask] All user commands can be found at http://www.jiscmail.ac.uk/help/commandref.htm Any queries about sending or receiving messages please send to the list owner [log in to unmask] Full help Desk - please email [log in to unmask] describing your needs To receive these emails in HTML format send the command: SET data-protection HTML to [log in to unmask] (all commands go to [log in to unmask] not the list please) ^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^ -------------------------------------------------------------------------------------------------------------------- This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. 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