Website privacy policy

This privacy policy outlines how we use, store and share the personal information we collect about you in connection with our website and when you contact us through our fraud reporting line on 0800 328 5690.

It is important that you read this privacy policy together with any other privacy notice we may provide you on specific occasions when we are collecting or processing personal information about you so that you are fully aware of how and why we are using your information. This privacy policy supplements the other notices and is not intended to override them.

This privacy policy does not cover information you provide to us when you contact us by way of email to or by phone call to the Traffic Customer Care Line on 0141 272 7100. Please see our Traffic Scotland privacy policy for details of how we use this information. This privacy policy also does not cover information we collect about you in relation to our concessionary travel schemes. Please see our concessionary scheme privacy policy for details of how we use this information.

About us and how to contact us

We are Transport Scotland, an executive agency of the Scottish Government. We are a data controller for the purposes of the data protection legislation. If you have any questions, comments or requests regarding your personal information you can contact us at:

Data Protection Officer
Transport Scotland
Buchanan House
58 Port Dundas Road
Glasgow G4 0HF
Telephone: 0141 272 7189

If you are not satisfied with our response or believe we are not processing your personal data in accordance with the law you can complain to the Information Commissioner’s Office (ICO).

The personal information we hold about you

Information provided to us by way of our fraud reporting line 0800 328 5690

This information may relate to the person who has contacted the fraud reporting line or other individuals who the person making the phone call believes to be involved in the fraudulent activity. The personal information may include:

  1. name;
  2. address;
  3. contact details;
  4. concession card number;
  5. journey details including the date, time and location; and
  6. any other personal information which the individual provides during the call to the fraud reporting line.

Why we hold and use it

We collect this information in order to identify and protect against fraud in relation to public transport services.

Legal basis

We process this personal information on the following legal grounds:

  • the processing is necessary for the performance of a task carried out in the public interest or in the exercise of official authority;
  • the processing is necessary for compliance with our legal obligations.

We process personal information relating to health including disability (for example, where the report relates to concession fraud) on the following legal grounds:

  • the processing is necessary for carrying out obligations and exercising rights in the field of employment and social security and social protection law; and
  • the processing is necessary for reasons of substantial public interest.

Information we collect about you when you use our website

We use cookies to collect information about your use of our website.

Why we hold and use it

We use cookies to improve your experience of browsing our website and to assist us in improving our services.

Legal basis

We only collect this information where you have provided us your consent to do so. Please see our Website Terms of Use for further information in relation to our use of cookies.

We will only use your personal information for the purposes for which we collected it, unless we reasonably consider that we need to use it for another reason and that reason is compatible with the original purpose. If you wish to get an explanation as to how the processing for the new purpose is compatible with the original purpose, please contact us.

If we need to use your personal information for an unrelated purpose, we will notify you and we will explain the legal basis which allows us to do so.

Please note that we may process your personal information without your knowledge or consent, in compliance with the above rules, where this is required or permitted by law.

How long we hold your personal information

Transport Scotland participates in the Scottish Government’s records management process which sets out how long we keep information. The current Scottish Government policy and procedures in relation to records management are set out in the Scottish Government’s Record Management Plan.

Sharing your personal information

We share your personal information with the third parties described below. We require all third parties to respect the security of your personal information and to treat it in accordance with the law. We do not allow our third-party service providers to use your personal information for their own purposes and only permit them to process your personal information for specified purposes and in accordance with our instructions.

We share your information with our contractors, suppliers and service providers to allow us to administer, manage and maintain our website and fraud reporting phone line. This includes the following companies:

  • Teleperformance Limited – our fraud reporting call centre service provider;
  • Google – Our website uses Google Analytics to analyse how our website is used, further information is available in our Website Terms of Use;
  • YouTube – Our website features YouTube videos. YouTube places cookies on our website. Further information is available in our Website Terms of Use;
  • When you contact the fraud telephone line we may share your personal information with a third party where this is necessary for the resolution of your query. Depending on the subject of your query, we may share your personal information with a local authority, the police or one of the organisations which operate and maintain the relevant road or transport service. These organisations currently include:
    • BEAR Scotland;
    • Amey plc;
    • Scotland TranServ;
    • Autolink;
    • Connect; and
    • Aberdeen Roads Limited.

Where we store your personal information

Your personal information may be stored inside the UK, the European Economic Area (EEA) or outside the EEA.

We transfer personal information outside the UK or the EEA where our service providers or contractors host, process, or store information outside the UK or the EEA. Where we do this, we ensure a similar degree of protection is afforded to your personal by ensuring at least one of the following safeguards is implemented:

Please contact us if you want further information on the specific mechanism used by us when transferring your personal information out of the EEA.

Protecting your personal information

We securely retain personal information on our internal records management system which has effective security procedures in place to prevent unauthorised access to personal data.

Personal information that we hold in hard copy is stored in our secure entry buildings and we comply with Scottish Government security policies and procedures.

We have contracts in place with third parties who process personal data on our behalf which requires them to protect your personal information and comply with all relevant data protection legislation.

Your rights

You have certain rights under data protection legislation which can be exercised by writing to our Data Protection Officer at:

Transport Scotland, George House
2nd Floor, 36 North Hanover Street
G1 2AD

or by emailing, namely:

  • the right to access the personal information held about you by making a subject access request;
  • the right to have your personal information rectified if it is inaccurate or incomplete;
  • the right to request to have your personal information deleted in certain specific circumstances;
  • the right to request the restriction of the processing of your personal information in certain specific circumstances;
  • the right to ask us not to process your personal information for marketing purposes or for purposes based on our legitimate interests (where applicable);
  • the right to ask us not to undertake automated decision making or profiling;
  • the right to request the transfer of your personal information to you or to a third party. We will provide to you, or a third party you have chosen, your personal information in a structured, commonly used, machine-readable format. Note that this right only applies to automated information which you initially provided consent for us to use or where we used the information to perform a contract with you;
  • where you have provided consent, to request to withdraw such consent at any time; and
  • the right to lodge a complaint with the UK Information Commissioner’s Office.

There are some exceptions to the above rights that are permitted under the data protection legislation. Please note that if you choose to exercise your rights to have personal information restricted or deleted, then we may not be able to provide you with our services.

No fee usually required

You will not have to pay a fee to access your personal information (or to exercise any of the other rights). However, we may charge a reasonable fee if your request is clearly unfounded, repetitive or excessive. Alternatively, we may refuse to comply with your request in these circumstances.

What we may need from you

We may need to request specific information from you to help us confirm your identity and ensure your right to access your personal information (or to exercise any of your other rights). This is a security measure to ensure that personal information is not disclosed to any person who has no right to receive it. We may also contact you to ask you for further information in relation to your request to speed up our response.

Time limit to respond

We try to respond to all legitimate requests within one month. Occasionally it may take us longer than a month if your request is particularly complex or if you have made a number of requests. In this case, we will notify you and keep you updated.