Description
We process your data, so we can evaluate and address your enquiries, requests, suggestions, notes, complaints, requirements, and feedback, as well as to make sure that they are reasonable and to provide you with an answer by also seeking to declare, fulfil or protect legal requirements.
In the case of a complaint you must provide us with your first name, surname, contact information, complaint description and documents supporting the legitimacy of your complaint. If you fail to provide the mandatory information, we shall not be able to evaluate and address your complaint. We allow you to choose whether you want to receive an answer to your enquiry, request, suggestion, note, complaint, requirement, or feedback, and in what way you want to receive it, therefore specify your phone number or email e-mail based on your preference. If you fail to provide the specified information, we shall not be able to answer you.
We receive your personal data once you provide us with the aforementioned enquiries, requests, suggestions, notes, complaints, requirements or feedback via email, through the call centre phone line, our Facebook account, public space, as well as when you fill out feedback forms.
All the personal data related to complaints being addressed or submitted enquiries, requests, suggestions, notes, requirements or feedback shall be stored for no longer than 3 years from the date of their settlement. Personal data may be stored longer if settlement of a complaint or enquiry, request, suggestion, note, requirement or feedback fails or is still in progress, also if personal data is required to protect our or any third parties’ legitimate interests, e.g. for the period of statutory limitation or in case of a legal dispute. If a complaint is to be settled by signing a peace agreement, your personal data shall be stored for 10 years.
We may transfer your data to an insurance company. We transfer your personal data to our data processors, e.g. who provide us with IT systems and services, provider of text messages.
Categories of personal data
- Name
- Surname
- Address
- E-mail
- Phone number
- Description of complaint or other request
- Documents supporting the complaint that aside from other personal data may also include health data given that the request is related to compensation for damage because of health impairment
- Loyalty card number
- Purchase history
- Feedback
- Other related information
Legal basis for the processing
Your personal data are processed based on our legitimate interests to make sure that your complaint or other request is legitimate as well as to analyse it, while we process personal data of special categories to declare, fulfil or protect legal requirements.
Personal data may also be processed based on your consent.