Privacy Policy

1. Our Commitment to Your Privacy

At the City of El Paso, we are committed to protecting your personal information and being transparent about how it is used. The 311 App follows all applicable laws, including:

• Texas Public Information Act (Texas Government Code Chapter 552)
• Texas Identity Theft Enforcement and Protection Act (Texas Business & Commerce Code §521)
• Texas breach notification requirements
• Applicable federal privacy and security laws

2. Information We Collect

We collect information to help route your service requests, improve the App, and communicate with you. Here’s what that includes:

2.1 Information You Provide

• Your name (optional or required depending on the service being requested)
• Email address and/or phone number
• Description of the issue
• Uploaded files (photos, videos, or documents)

2.2 Device Permissions

If you choose to grant access, the App may use:

• Camera – to capture images or video
• Microphone – for audio submissions
• Location Services – to help identify where the issue is located
• Files/Documents – to attach supporting materials

2.3 Automatically Collected Data

• Device type and operating system
• App version
• IP address
• Usage logs and timestamps

3. How We Use Your Information

We use the information you share to:

• Process and route service requests
• Follow up with you and provide updates
• Improve city services and App performance
• Maintain system security and integrity
• Support public safety and compliance efforts

4. Public Information and Disclosure

Because the City of El Paso is a public entity, information submitted through the App may be subject to disclosure under the Texas Public Information Act.

This means:

• Submitted reports, photos, or messages may be released if someone makes a lawful request
• Certain information may be withheld if it is confidential or protected by law
• To protect your privacy, please avoid including sensitive details unless the issue absolutely requires it

5. Information Sharing

We may share information:

• Other City departments involved in resolving your request
• Contractors who assist us under strict confidentiality and data-protection obligations
• With law enforcement or regulatory agencies when required
• In response to lawful public-information requests

We do not sell personal information.

6. Data Retention

We retain data based on Texas record-retention schedules and applicable legal requirements.

7. Account Deletion

Account deletion is permanent and cannot be reversed. If access to EP311 through a registered account is needed in the future, the user may create a new account using the same email address. The new account will be separate and will not include information or account history from the previously deleted account.

To delete an account:

1. In the EP311 App, select Account.
2. Select Delete Account.
3. In the confirmation pop-up, select Continue to Account Deletion.
4. On the Delete My Account screen, type REMOVE ACCOUNT.
5. Select Delete My Account to confirm. Automatic sign-out will occur after deletion.

Service requests submitted before account deletion will remain part of the City of El Paso's records and will be retained in accordance with the Data Retention section of this Privacy Policy.

8. Keeping Your Data Safe

We use several layers of security, including encryption, access controls, and monitoring.

9. If a Data Breach Occurs

If a breach involving sensitive personal information occurs, we will notify affected individuals and the Texas Attorney General when required. We will also take any necessary steps to reduce potential harm.

10. Location and Sensitive Data

Location data is only used to route and respond to service requests. You may disable location services, but functionality may be limited.

11. Your Rights

You may request access to or correct your information or contact us about data concerns. Some requests may be subject to Texas law.

12. Children’s Privacy

The App is not intended for children under 13. We do not knowingly collect their information without parental consent.

13. Accessibility

We aim to make the App usable for everyone, and it is designed to comply with accessibility standards, including ADA requirements.

14. Updates to This Policy

If this policy is updated, the revised version will appear in the App with a new effective date.

Acknowledgment

By using the 311 App, you acknowledge that you understand how your information may be collected, used, and shared in accordance with this Privacy Policy.

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