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Traffic Wales information line 0300 123 1213
The Welsh Government's
traffic information service

Privacy policy

This privacy policy covers this Traffic Wales website and the forms of personal data recorded by North and Mid Wales Trunk Road Agent (NMWTRA) and the South Wales Trunk Road Agent (SWTRA) on behalf of the Welsh Government.

If this 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.

General Data Protection Regulation (GDPR)

NMWTRA and SWTRA operate, respectively, as agents on behalf of the Welsh Government for the trunk road network in North and Mid Wales and the motorway and trunk road network in South Wales.

Under the GDPR, NMWTRA and SWTRA assume the role of “Data Processor” for their respective geographical areas on behalf of Welsh Government, who are the “Data Controller”.

The Welsh Government as Data Controller will be responsible for your personal information. 

Under the GDPR, we have a legal duty to protect any information we collect from you. We use leading technologies to safeguard your data and maintain security standards to prevent any unauthorised access to it. 

Your use of the Traffic Wales website and contacting Traffic Wales

Traffic Wales is a Welsh Government traffic information service covering the motorway and trunk road network. Calls to Traffic Wales on 0300 123 1213 will be handled by the Traffic Wales Team along with emails and social media. Your data will be processed as described in this policy, according to the nature of your contact with us.

When you contact Traffic Wales, we may need to share your personal data between NMWTRA, SWTRA and Welsh Government for the purposes of investigating and responding to your query. Your data may also be shared with other parties depending on the nature of your contact, as described later in this policy.

This website includes an interactive enquiry portal for your use when reporting certain types of issues to us. The enquiry will be received by NMWTRA or SWTRA, on behalf of Welsh Government, based on the nature of the query and/or the geographical location. If you require a response to your query, we ask you to supply your name and contact details in order to allow us to contact you. The data you submit will be treated as described under ‘general enquiries’ or ‘FOI’ in this policy. 

This website uses cookies; however, the cookies we use do not collect personal data. For more detailed information, please see our cookie policy.

Why we need your data, how it will be shared and how long it will be retained 

The Welsh Government collects and uses your personal information as described in this policy, either because it has a legal duty or right to do so, or to perform a public interest task, or because you have given your consent. The legal term for this is called the lawful basis for processing. 

Your data may be shared with other organisations as listed in this page and will be retained for the length of time specified below, depending on the type of contact.

The Welsh Government will not use your information for automated decision making or profiling. 

The Welsh Government will not transfer your personal information outside the United Kingdom.

Why we need your personal data: If you have indicated that you wish to receive feedback or to be updated with a response we shall retain your personal data to allow us to contact you back. We may also need to contact you to obtain further information to investigate your enquiry.

We may share your data with: Trunk Road Agents; sub-processors acting on behalf of the Trunk Road Agents (such as technology providers for our information storage systems); emergency services.

We will retain your data for: 1 year.

The legal basis for processing is: performing a task in the public interest.

Why we need your personal data: To allow us to formally respond to your FOI request.

We may share your data with: Trunk Road Agents; sub-processors acting on behalf of the Trunk Road Agents (such as technology providers for our information storage systems).

We will retain your data for: 1 year.

The lawful basis for processing is: performing a task in the public interest.

Why we need your personal data:  All calls will be recorded to allow us to review the content of calls, to process your request, for service improvement, monitoring, road network incident review, training and audit purposes.

If you have indicated that you wish to receive feedback or to be updated with a response we shall retain your personal data to allow us to contact you back. We may also need to contact you to obtain further information to investigate your enquiry.

We may share your data with: Trunk Road Agents; sub-processors acting on behalf of the Trunk Road Agents (such as technology providers of our telephone systems); emergency services.

We will retain your data for: 1 year.

The lawful basis for processing is: performing a task in the public interest.

Why we need your personal data: If you use an emergency roadside telephone on the Welsh Government road network, or if you are assisted by Welsh Government Traffic Officers at the roadside, we will record your personal details and vehicle information in order to help you with your emergency. Your details will also be held in our incident management records. Emergency telephone calls are recorded to allow us to review the content of calls, for road network incident review, training and audit purposes. 

Welsh Government Traffic Officer personnel and vehicles are equipped with video and audio recording devices, for officers’ personal security and to provide a record of their interaction with the public. Recordings are likely to contain personal data and will be retained in accordance with the CCTV retention policy (see “CCTV” below).

We may share your data with: Trunk Road Agents; sub-processors acting on behalf of the Trunk Road Agents (such as technology providers for our information management systems and telephone systems); emergency services.

We will retain your data for: If not subject to a claim, emergency roadside telephone calls are retained for 1 year, incident management system records are retained for 3 years. If subject to a claim, records are retained as per “third party claims” and “claims for damages to Welsh Government asset(s)” below. Roadside Traffic Officer pocketbook records are retained for 7 years. Roadside Traffic Officer CCTV – please refer to “CCTV” below. 

The lawful basis for processing is: performing a task in the public interest.

Why we need your personal data: In order to investigate the circumstances surrounding your claim and also to respond to you with any subsequent queries and outcome of the claim.

We may share your data with: Trunk Road Agents; sub-processors acting on behalf of the Trunk Road Agents (such as technology providers for our information management systems); the Police; the Fire and Rescue Service; the Driver and Vehicle Licensing Agency (DVLA); your solicitor/our solicitor; your agent/our agent; your insurers/loss adjusters; the Motor Insurers Bureau (MIB).

We will retain your data for: 3 years for personal injury; 22 years for minors; 6 years for vehicle damage or property damage. The audit retention period for prime documents is 6 years.

The lawful basis for processing is: legal duty; performing a task in the public interest.

Why we need your personal data: If you are involved in an incident where damage has been caused to the Welsh Government network, your personal details shall be gathered in order to investigate the circumstances surrounding the incident. Details are also retained in order to contact you to secure reimbursement of costs for the repair to the Welsh Government network.

We may share your data with: Trunk Road Agents; sub-processors acting on behalf of the Trunk Road Agents (such as technology providers for our information management systems); the Police; the Fire and Rescue Service; the Driver and Vehicle Licensing Agency (DVLA); your solicitor/our solicitor; your agent/our agent; your insurers/loss adjusters; the Motor Insurers Bureau (MIB).

We will retain your data for: 22 years.

The lawful basis for processing is: performing a task in the public interest.

Why we need your personal data: CCTV is used for monitoring of traffic on the road network by traffic management centre control room personnel. In normal use for traffic monitoring, the zoom level is such that personal data is not usually identifiable. However, it will be used during incidents and vehicle breakdowns to monitor the situation at the scene and allow the control room teams to relay information to incident responders for coordination purposes. Recordings may therefore contain personal data. Recordings may be subject to police investigation or third party claims (see above).

Still images from road network CCTV are displayed on the Traffic Wales website. Camera images are blocked in situations where personal data may be visible such as during an incident or breakdown.

Welsh Government Traffic Officer personnel and vehicles are equipped with video and audio recording devices, for officers’ personal security when interacting with the public and for incident monitoring purposes. Recordings are likely to contain personal data and will be subject to the same retention policy as other CCTV recordings.

We may share your data with: the Police; Trunk Road Agents; sub-processors acting on behalf of the Trunk Road Agents (such as technology providers for our CCTV camera systems).  For third party claims: the Police; the Fire and Rescue Service; the Driver and Vehicle Licensing Agency (DVLA); your solicitor/our solicitor; your agent/our agent; your insurers/loss adjusters; the Motor Insurers Bureau (MIB).

We will retain your data for: 14 days, continuously overwritten. 3 years, as required for training. 22 years, for claims. Indefinitely, for police investigations.

The lawful basis for processing is: performing a task in the public interest.

Why we need your personal data: If a tree on your property/land is identified as being a hazard to trunk road users, we will contact you to highlight the problem. Your information is also retained in order to contact you to secure reimbursement of costs for the repair to the Welsh Government network following issue of a Section 154 order.

We may share your data with: Trunk Road Agents; sub-processors acting on behalf of the Trunk Road Agents (such as technology providers for our information management systems).

We will retain your data for: 15 years

The lawful basis for processing is: performing a task in the public interest.

Why we need your personal data: To process your streetworks application(s) and maintain a record.

We may share your data with: Trunk Road Agents; sub-processors acting on behalf of the Trunk Road Agents (such as technology providers for our information management systems).

We will retain your data for: 15 years.

The lawful basis for processing is: performing a task in the public interest.

Your rights 

You have legal rights and it is important that you know what they are. 

You have the right to obtain a copy of your personal data. You will be provided with copies of your personal data within the statutory period of one month following your request (or if providing your personal data is a complex matter, this will be done as soon as is reasonable within 3 months). Your personal data will be provided to you free of charge; however, if your request is deemed manifestly unfounded or excessive, a reasonable fee will be charged. To request to obtain your personal data, contact the Welsh Government Data Protection Officer. 

You have the right to have information about you corrected. You have the right to ask that your personal data is rectified if it is incorrect or incomplete. This will be done within 1 month, or if your request is complex, within 3 months. 

You have the right to have personal data erased in specific circumstances: 

  • Where the personal data is no longer necessary in relation to the purpose for which it was originally collected/processed; 
  • If you withdraw your consent; 
  • When you object to the Welsh Government processing and there is no overriding legitimate interest for continuing the processing; 
  • If the personal data was unlawfully processed; 
  • When the personal data has to be erased in order to comply with a legal obligation; or 
  • When the personal data is processed in relation to the offer of information society services to a child. 

You have the right to restrict processing. Where it is claimed that data is inaccurate or the right to erasure has been exercised you can require the Welsh Government to restrict processing until verification checks have been completed. 

You have the right to data portability. Under certain circumstances, you have the right to obtain and reuse your personal data. 

You have the right to object. In addition to the right to object to your information being used for direct marketing, you have the right to object to processing based on the performance of a task in the public interest/exercise of official authority (including profiling), and processing for purposes of scientific/historical research and statistics. 

You have the right to withdraw your consent at any time if consent has been relied upon originally. 

You have the right not to be subject to decisions based solely on automated processing, including profiling, which produces legal effects on you or affects you in a significant way.

Data Protection Officer

If you wish to complain about the way that the Welsh Government has used your personal data, contact the Data Protection Officer. 

The Welsh Government’s Data Protection Officer can be contacted at:

Data Protection Officer
Welsh Government
Cathays Park
Cardiff
CF10 3NQ. 
E-mail: [email protected]

If you are not satisfied with their response you also have the right to contact the Information Commissioner: 

https://ico.org.uk/concerns (external link)
Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
Cheshire SK9 5AF 

Telephone: 01625 545 745 or 0303 123 1113


Call the Traffic Wales information line
0300 123 1213
Contact us