Scottish Centre for Production Animal Health & Food Safety

Terms and conditions cattle

Normal hours of business

Normal business hours are 9am to 5pm, Monday to Friday.

Fee structures

Visits will only be conducted with the knowledge of the farm’s normal veterinary practice, by a SCPAHFS veterinary surgeon.  Fees for consultancy visits to farms will be charged on an individual basis and invoiced to farmers directly through the Farm Animal Clinical Sciences Divisional Office. When students attend the current fee is £150 plus transport and any laboratory fees.  Otherwise the dairy visits are charged as below:

Farm visit (including 3 hours office time and 4 hours farm time)	£1/ cow (£400 minimum)
Additional office / farm time	£75 per hour
Travel	£0.45 per mile
Lab fees / sample collection	@ cost

No veterinary medicinal products are to be prescribed or supplied by SCPAHFS clinicians.  All other veterinary services (e.g., out of hours service) and all veterinary medicines used on the farm, either during the visit or at other times, are normally provided by the farm’s normal veterinary practice.

Methods of payment

Payment is due within 30 days of the date of the invoice.  You may settle your accounts using cash, credit/debit cards, cheque or BACS payments.  BACS payments are to be paid to the bank account shown on the foot of your invoice and should include as an account’s reference your surname and postcode.  Full terms of payment are on the reverse side of the invoice.

Estimates of treatment costs

The SCPAHFS does not provide any treatment in the consultancy visits. The farm's normal veterinary practice provides and charges for drugs and supplies.

Generic

Payment is due within 30 days of the date of the invoice.  Should an account not be settled a reminder will be sent. Should it be necessary for further reminders to be sent, administration charges will be incurred. If an account remains unpaid it will be referred to a debt collection agency and further charges, such as for the production of reports, correspondence, court fees, attendance at court and phone calls will be levied in respect of costs incurred in collecting the debt. Any cheque or credit/debit card transaction not honoured or any cash tendered that is found to be counterfeit will result in the account being restored to the original sum with further charges added to cover bank charges and administrative costs. 

If the debt is a business to business debt, then we will pursue payment of all charges and interest to which we are entitled under the Late Payment of Commercial Debts (Interest) Act 1998 including our Administrative costs. If outstanding accounts are referred for legal proceedings the Court Fees and Legal Costs will also be claimed.

Inability to pay

If for any reason, you are unable to settle your account as specified, we ask you to discuss the matter with a member of staff, as soon as possible and before work is undertaken. 

Access to and ownership of records

Farm and case records (e.g., animal testing results, pictures) including production data, x-rays and ultrasound or MRI scans are the property of, and shall be retained by the Farm Animal Division, School of Biodiversity, One Health & Veterinary Medicine, University of Glasgow.

The care given to your herd or animal may involve undertaking some specific investigations, for example taking blood samples. The ownership of the resulting laboratory results and all other records will remain at all times with the Farm Animal Division, School of Veterinary Medicine, University of Glasgow as part of the complete and comprehensive records. If required, we can arrange copies of the x-rays or sample results to be available but there may be a cost involved with this.

You may view your herd clinical notes on request by appointment. Please note it is your responsibility to provide us with accurate contact details.

Procedures for second opinions and referrals

Copies with a summary of the history of a herd investigation can be passed to another veterinary surgeon taking over a case, on written request to us and upon settlement in full of all sums due to us in respect of such investigations, consultancy or treatments.

The practice’s privacy notice

The practice’s contact details

SCOTTISH CENTRE FOR PRODUCTION ANIMAL HEALTH & FOOD SAFETY

College of Medical, Veterinary and Life Sciences

University of Glasgow

Bearsden Road

Glasgow

G61 1QH

Tel reception: 0141 330 5815 

On call vet: 07580 976564

https://www.gla.ac.uk/schools/bohvm/animalhealthfoodsafety/privacystatement/

Purpose of this privacy notice

This privacy notice aims to give you information on how we collect and process your personal data through your registration with the Scottish Centre for Production Animal Health and Food Safety.

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

Controller

University Of Glasgow is the data controller and responsible for your personal data (collectively referred to as “University of Glasgow”, "we", "us" or "our" in this privacy notice).

Data Compliance Officer email address:    dp@gla.ac.uk

Changes to the privacy notice and your duty to inform us of changes

It is important that the personal data we hold about you is accurate and up-to-date. Please keep us informed if your personal data changes during your relationship with us.

How client data will be used and processed/ the purposes for which the client data is being processed and the legal basis for doing so

We will only use your personal data when the law allows us to. Most commonly, we will use your personal data in the following circumstances:

• Where we are about to enter or have entered into a contract for the delivery of veterinary services with you.

• Where processing is necessary for our legitimate interests (or those of a third party) as well as your interests, and your fundamental rights and freedoms do not override those interests.

• Where we need to comply with a legal or regulatory obligation.

Please refer to the Glossary to find out more about the types of lawful basis that we will rely on to process your personal data.

Generally, we do not rely on consent as a legal basis for processing your personal data.

Purposes for which we will use your personal data

We have set out below, in a table format, a description of all the ways we plan to use your personal data, and which of the legal bases we rely on to do so. We have also identified what our legitimate interests are (where appropriate).

Note that we may process your personal data on more than one lawful ground depending on the specific purpose for which we are using your data. If you would like to know more about the specific legal ground we are relying on to process your personal data (where more than one ground has been set out), please contact us.

Purpose/Activity	Type of data	Lawful basis for processing including basis of legitimate interest
To register you as a new customer	(a) Identity (b) Contact (c) Animal data	Performance of a contract with you
To process payments (e.g. compensation for the donation or consultancy fees) for products and services we provide to you, including: (a) Managing payments, fees and charges (b) Collecting and recovering money owed to us	(a) Identity (b) Contact (c) Animal data (d) Financial (e) Transaction	(a) Performance of a contract with you (b) Necessary for our legitimate interests (to recover debts due to us)
To manage our relationship with you, which will include: a) Provide feedback to you and your referring veterinary surgeon regarding any cases donated or investigations undertaken (b) Notifying you about changes to our terms or privacy policy (c) Asking you to leave a review or take a survey	(a) Identity (b) Contact (c) Animal data (d) Profile of the farm (e) Communications	(a) Performance of a contract with you (b) Necessary to comply with a legal obligation (c) Necessary for our legitimate interests (to keep our records updated)
To administer and protect our business and our website (including troubleshooting, data analysis, testing, system maintenance, support, reporting and hosting of data)	(a) Identity (b) Contact (c) Animal data (d) Technical	(a) Necessary for our legitimate interests (for running our business, provision of administration and IT services, network security, to prevent fraud and in the context of a business reorganisation or group restructuring exercise) (b) Necessary to comply with a legal obligation

Newsletter

We use the identity, contact and profile data of veterinary practices to send quarterly newsletters to those practices. 

Website

For information on data processing by our website, please visit https://www.gla.ac.uk/legal/privacy/

Change of purpose

We will only use your personal data for the purposes for which we collected it. However, we may sometimes find that our purposes for collecting and using data changes over time. If we originally collected and used your personal data on the lawful basis of consent, we will always ask you for ‘fresh’ consent for the processing of your personal data for any new purpose. If we did not originally collect your personal data on the basis of consent, we may only use your personal data for a new purpose if this new purpose is compatible with the original purpose. When assessing whether the original and new purpose are compatible, we will consider the differences between the original and the new purpose; the reasonable expectations that you would have with regards to our handling of your data; and the impact on the individuals whose data we are processing. 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 data for an unrelated, ‘incompatible’ purpose, we will notify you and we will explain the legal basis which allows us to do so.

The circumstances in which personal data may be shared with third parties e.g. referring vets, laboratories etc

All the personal data we collect is processed by staff at the University of Glasgow in the United Kingdom. Your personal data may be shared with your own veterinary practice, veterinary laboratories to which animal samples are submitted and specific third parties as set out below. We provide clinical training for veterinary students and post-graduate students, who, acting under appropriate supervision, will have access to your data.  All data provided is stored securely on internal password protected servers.

Third Parties

External Third Parties

Service providers [acting as processors] based in the United Kingdom and the EEA who provide, laboratory, IT and system administration services.

Service providers [acting as processors] based in non-EEA countries where appropriate safeguards have been put in place to allow for restricted transfers of personal data.

Professional advisers including lawyers, bankers, auditors and insurers based in the United Kingdom and the EEA who provide consultancy, banking, legal, insurance, debt and accounting services.

HM Revenue & Customs, regulators and other authorities based in the United Kingdom who require reporting of processing activities in certain circumstances.

Where this is required by law, we may share your personal data with relevant law enforcement agencies without your knowledge or consent.

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

The data retention period or how such period is determined

We have put in place procedures to deal with any suspected personal data breach and will notify you and any applicable regulator of a breach where we are legally required to do so.  Please see the University of Glasgow guidance here https://www.gla.ac.uk/myglasgow/dpfoioffice/a-ztopics/breaches/

How long will you retain my personal data?

We will only retain your personal data for as long as necessary to fulfil the purposes we collected it for, including for the purposes of satisfying any legal, accounting, or reporting requirements.

We keep basic information about our farm clients and referring vets (including Contact, Identity, Animal data, Financial and Transaction Data) for seven years after they cease being customers for legal and tax purposes.

In some circumstances you can ask us to delete your data: see Request erasure below for further information.

We may anonymise your personal data (so that it can no longer be associated with you) for research or statistical purposes, in which case we may use this information indefinitely without further notice to you.

The client’s rights as data subject (e.g. the right to withdraw consent to the processing of his/her data, the right to access the data, the right to rectification or erasure, the right to data portability and the right to restrict processing)

Under certain circumstances, you have rights under data protection laws in relation to your personal data.

Request access to your personal data (commonly known as a "data subject access request"). This enables you to receive a copy of the personal data we hold about you and to check that we are lawfully processing it.

Request correction of the personal data that we hold about you. This enables you to have any incomplete or inaccurate data we hold about you corrected, though we may need to verify the accuracy of the new data you provide to us.

Request erasure of your personal data. This enables you to ask us to delete or remove personal data where there is no good reason for us continuing to process it. You also have the right to ask us to delete or remove your personal data where you have successfully exercised your right to object to processing (see below), where we may have processed your information unlawfully or where we are required to erase your personal data to comply with local law. Note, however, that we may not always be able to comply with your request of erasure for specific legal reasons which will be notified to you, if applicable, at the time of your request.

Object to processing of your personal data where we are relying on a legitimate interest (or those of a third party) and there is something about your particular situation which makes you want to object to processing on this ground as you feel it impacts on your fundamental rights and freedoms. In some cases, we may demonstrate that we have compelling legitimate grounds to process your information which override your rights and freedoms.

Request restriction of processing of your personal data. This enables you to ask us to suspend the processing of your personal data in the following scenarios: (a) if you want us to establish the data's accuracy; (b) where our use of the data is unlawful but you do not want us to erase it; (c) where you need us to hold the data even if we no longer require it as you need it to establish, exercise or defend legal claims; or (d) you have objected to our use of your data but we need to verify whether we have overriding legitimate grounds to use it.

Request the transfer of your personal data to you or to a third party. We will provide to you, or a third party you have chosen, your personal data 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.

Withdraw consent at any time where we are relying on consent to process your personal data. However, this will not affect the lawfulness of any processing carried out before you withdraw your consent. If you withdraw your consent, we may not be able to provide certain services to you. We will advise you if this is the case at the time you withdraw your consent.

If you wish to exercise any of these rights, please contact dp@gla.ac.uk.

No fee usually required

You will not have to pay a fee to access your personal data (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 data (or to exercise any of your other rights). This is a security measure to ensure that personal data 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 are usually able to respond to all requests within one calendar month from confirming the validity of the request. In the rare occasions where a request is particularly complex or voluminous, we may need to extend this deadline by an additional two calendar months. If this is the case, we will notify you as soon as possible, and in any event within 30 days. 

The data subject’s right to lodge a complaint with the Information Commissioner’s Office

If you wish to raise a complaint on how we have handled your personal data, you can contact the University Data Protection Officer who will investigate the matter.

Our Data Protection Officer can be contacted at dataprotectionofficer@glasgow.ac.uk

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) https://ico.org.uk/

Glossary

LAWFUL BASIS

Legitimate Interest means the interest of our service in conducting and managing our contract with you to enable us to give you the best service and the best and most secure experience. We make sure we consider and balance any potential impact on you (both positive and negative) and your rights before we process your personal data for our legitimate interests. We do not use your personal data for activities where our interests are overridden by the impact on you (unless we have your consent or are otherwise required or permitted to do so by law). You can obtain further information about how we assess our legitimate interests against any potential impact on you in respect of specific activities by contacting us

Performance of Contract means processing your data where it is necessary for the performance of a contract to which you are a party or to take steps at your request before entering into such a contract.

Comply with a legal or regulatory obligation means processing your personal data where it is necessary for compliance with a legal or regulatory obligation that we are subject to.

The complaints handling policy

Where possible we will try and resolve simple and straight forward complaints through discussion with the complainant. If the complainant wishes to speak to someone in management, the call should be passed to George King, Head of Farm Animal Clinical Sciences. Where the complaint is of a complex nature, we ask that the complaint is put in writing to us such that we can ensure each element of the complaint is captured and responded to.

All such complaints should be made in writing to the Divisional Administrator, Gillian Ironside at the following address: School of Biodiversity, One Health & Veterinary Medicine, University of Glasgow, McCall Building, Garscube Campus, Bearsden Road, Glasgow, G61 1QH.

Where a complainant wishes to complain by email this should be sent to Gillian.ironside@glasgow.ac.uk.

Complaint letters are dated on the day the letter is received. An administrator will post or email an acknowledgment of receipt of the complaint to the complainant. Where possible the acknowledgement will be sent on the day the complaint is received but all complaints will be acknowledged within 3 working days of receipt of the complaint. The acknowledgement will stipulate that the complainant will receive an updated response within 10 working days from receipt of the complaint. The complaint is then passed to the Head of Department who will determine the most appropriate manner to handle the complaint. The Head of Department will review the complaint, with assistance where appropriate from all relevant staff members, and, if necessary, will seek guidance from within the university. 

An updated response will be given to the complainant within 10 working days. This may not be a response in its entirety dependent on the nature and complexity of the complaint. It may be a call/letter to the client to advise the complaint is being addressed at present. After a full response has been provided, if the complainant is not satisfied with the response, they can escalate the complaint to the Head of School for the School of Biodiversity, One Health & Veterinary Medicine.

All correspondence from the initial receipt of the complaint shall be logged and tracked.