Data protection information Voicebot - Customer service

Data protection information Voicebot - Customer service

Information pursuant to Article 13 of the General Data Protection Regulation (GDPR) for the

Collection of personal data from data subjects

Person responsible

Mayor of the pilgrimage town of Kevelaer

Dr. Dominik Pichler

Peter-Plümpe-Platz 12

47623 Kevelaer

Tel.: 02832-122-206

E-mail: dominik.pichler@kevelaer.de

Data protection officer

Nina Neunheuser

Tel. 02832-122-204

E-mail: datenschutzbeauftragte@kevelaer.de

Purpose of data processing

We process your personal data in order to receive, process and document your requests by telephone. This includes, in particular, meter changes, appointments, fault reports, meter reading reports and other inquiries about our services. The processing also serves to improve our service quality and to ensure efficient customer communication. Your personal data to be processed in this context is earmarked, i.e. it is only used for the purpose for which it was collected.

Main legal basis

Your personal data is processed on the basis of Art. 6 para. 1 lit. b GDPR (fulfillment of a contract or pre-contractual measures), Art. 6 para. 1 lit. c GDPR (fulfillment of legal obligations) and Art. 6 para. 1 lit. f GDPR (legitimate interest in efficient customer communication).

Recipients and categories of recipients of the data

Your data will only be passed on to departments that need it to process your request. This includes the responsible departments of Stadtwerke as well as IT and telecommunications service providers commissioned by us. These service providers process your data exclusively in accordance with our instructions and are contractually obliged to comply with data protection regulations.

Processed in particular:

• Master data (name, address, customer number)
• Contact details (telephone number, e-mail address)
• Conversation content (logged or recorded if required)
• Technical metadata (date/time of the call)

Within Stadtwerke, only the departments responsible for processing your application will have access to your data. If necessary for processing, your data may be transferred to other public bodies or authorities.

Duration of storage and retention periods

We only store your personal data for as long as is necessary to process your request or as required by law. If conversations are recorded, they will be deleted after 14 days at the latest or immediately after processing has been completed. Statutory retention periods, e.g. under commercial or tax law, may require longer storage periods.

Rights of the data subject

Your rights to information, correction, deletion, restriction of processing, data transfer and objection regarding the personal data collected are expressly pointed out at this point. The legal basis for this is Articles 15 to 21 of the EU General Data Protection Regulation and Sections 49 and 50 of the NRW State Data Protection Act.

Competent supervisory authority

State Commissioner for Data Protection and Freedom of Information North Rhine-Westphalia

P.O. Box 20 04 44

40102 Düsseldorf

Tel. 0211/38424-0

Fax. 0211/38424-10

E-mail: poststelle@ldi.nrw.de

Obligation to provide the data

It may be necessary to provide certain data in order to process your request. Without this data, it may not be possible to process your request.

Automated decision making

Automated decision-making or profiling does not take place.