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2021-05-21
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Complaint and/or inquiry privacy policy

We care about your privacy

Your trust is important to us. Our aim is to ensure that you feel safe when you share your personal data with us. Personal data is any information that can be used to identify an individual.

We take appropriate measures to ensure that your personal data is stored securely with us and processed in accordance with applicable law, our internal policies, guidelines and procedures. Our activities are monitored by a Data protection officer in accordance with legislation and guidelines.

It is important for us to be transparent with how we handle your personal data. In this information text, we describe how and where we process personal data in the context of the management process of complaints and inquiries.

Which categories of personal data we collect and why?
Evaluation and settlement of your claim and/or inquiry

We process your personal data in order to evaluate and settle your claim and/or inquiry (i.e., proposal, note, question, feedback and etc.) to ascertain that your claim is legitimate and to provide a response to you.

In the case of submitting a claim, please also provide the following information: your name, surname, contact information, statement of claim and documents proving the validity of your claim. Failure to provide this information will prevent us from reviewing and resolving your claim.

When you submit an inquiry, you have the opportunity to choose whether you want to receive a response to your inquiry and how. Therefore, we allow you to only provide the relevant contact information – address of residence or e-mail address, or telephone number. If you do not provide any contact information, we will not be able to provide you with an answer.

Categories of personal data Legal basis Retention period
·         Identity information e.g., name, username, customer identification document, etc.

·         Contact details, e.g., email, phone number, address, etc.

·         Information about situation, e.g., the type of event, time and date when the event occurred, description of the event, accompanying documents, etc.

·         Health data

e.g., injuries, disability, results of compulsory health examinations, etc.

·         Reference data

·         Audio-visual material

For example, photos, videos, audio files, CCTV recordings

·         Information for management of legal claims 

Processing is necessary for compliance with a legal obligation to which we are subject. See section “For how long are my personal data stored?”
The processing of special category of personal data (health data) is necessary for the establishment, implementation or defence of legal claims.
Improving our services

We process your personal data to evaluate, improve and expand our services. For this purpose, we process information that identifies you, contact information, or any other information that may identify you as an individual. This only happens when necessary and in direct connection with the improvement of a certain area of our services if we cannot achieve this goal without the processing of your personal data.

Categories of personal data Legal basis Retention period
·         Identity information e.g., name, username, customer identification document, etc.

·         Contact details, e.g., email, phone number, address, etc.

·         Information about situation, e.g., the type of event, time and date when the event occurred, description of the event, accompanying documents, etc.

·         Audio-visual material

For example, photos, videos, audio files, CCTV recordings

·         Reference data

Processing is necessary to meet our legitimate interest to improve our services. See section “For how long are my personal data stored?”
Management of legal claims

We process your personal data to establish, implement or defend legal claims.

Categories of personal data Legal basis Retention period
·         Identity information e.g., name, username, customer identification document, etc.

·         Contact details, e.g., email, phone number, address, etc.

·         Information about situation, e.g., the type of event, time and date when the event occurred, description of the event, accompanying documents, etc.

·         Health data

e.g., injuries, disability, results of compulsory health examinations, etc.

·         Reference data

·         Audio-visual material

For example, photos, videos, audio files, CCTV recordings

·         Information for management of legal claims

Processing is necessary to pursue our legitimate interests in establishing, implementing or defending legal claims. See section “For how long are my personal data stored?”
The processing of special category of personal data (health data) is necessary for the establishment, implementation or defence of legal claims.
Call recording

We will record calls received by Rimi Customer Service to fulfill other related processing activities and objectives: to evaluate and settle your claim and/or inquiry; improve our services (does not apply to recorded voice messages that were left without reaching a Rimi employee) and manage legal claims.

Categories of personal data Legal basis Retention period
·         Identity information e.g., name, username, customer identification document, etc.

·         Contact details, e.g., email, phone number, address, etc.

·         Information about situation, e.g., the type of event, time and date when the event occurred, description of the event, accompanying documents, etc.

·         Reference data

·         Audio-visual material

For example, photos, videos, audio files, CCTV recordings

·         Information for management of legal claims

Processing is necessary to implement our legitimate interests to perform other related processing activities and objectives: to evaluate and settle your claim and/or inquiry; improve our services (does not apply to recorded voice messages that were left without reaching a Rimi employee) and manage legal claims. See section “For how long are my personal data stored?”
Interactions with other resources

We process your personal data to improve your experience of using our services and our interactions with you. For example, we can use a variety of interaction tools and resources that are publicly available, such as the Frequently Asked Questions section, the “Ask Our Expert” section, and more. Your personal data will only be processed if you have decided to interact with us using the specified options. For example, if you choose to send questions to our external expert, we may publish your question without directly identifying you and the expert’s response in the “Ask Our Expert” section, and we may use your contact information to contact you.

Categories of personal data Legal basis Retention period
  • Contact information,
    such as email, phone number, address, etc.

 

  • Reference data

 

  • Other data necessary for the purpose.
Your consent Up to 3 months
From which sources do we collect personal data?
Yourself

We collect the personal data you or your representative provide to us, for example, when you are submitting a claim and/or inquiry.

Sharing of personal data
Service providers

We might share your personal data with companies that provide services to us, such as:

  • data centre service providers;
  • information system development and maintenance service providers;
  • social platform maintenance service providers.

These companies can only process your personal data according to our instructions and not use them for other purposes. By law and under our cooperation agreement these companies are obliged to protect your personal data.

Group companies

We may share your personal data with relevant Rimi Baltic group companies if your claim and/or inquiry is related to another Rimi Baltic group company (-ies).

Law enforcement authorities, state and local government institutions

To fulfil our legal obligation, we may transfer your personal data to law enforcement authorities, state and local government institutions upon their request. We may also transfer your personal data to law enforcement authorities, state and local government institutions in order to meet our legitimate interest in establishing, claiming and defending legal claims, and preventing fraud.

Where do we process your personal data?

We always aim to process your personal data within the EU/EEA (European Union, European Economic Area). In certain cases, your personal data may be transferred or processed in a country outside the EU/EEA. For example, if you contact us through social platforms (Facebook, Instagram, Twitter, etc.), your personal data are transferred to service providers located in the United States. The European Commission has not taken a decision or indicated whether this country ensures an adequate level of protection of personal data. To ensure the security of your personal data, we enter into an appropriate agreement. You can receive information about personal data safeguards by submitting a written request to us.

For how long are my personal data stored?

All personal data relating to the settled claims and/or inquiries will be stored for no longer than 2 years from the date of claim and/or inquiry receipt. Personal data may be kept longer if the claim and/or inquiry has not yet been processed or legal proceeding is still pending. In such situation, personal data will be stored till the claim and/or inquiry is processed or for 1 year after the completion of the respective legal case.

Call recordings will be saved for 30 days. Personal data may be stored for a longer period if the claim and/or investigation has not yet been settled or legal proceedings are pending.

If the claim and/or inquiry is resolved by signing a settlement, the agreement with your personal data is kept for 10 years.

Personal data processed for the purpose of improving our services will be stored for a maximum of 2 years from the receipt of the relevant claim and/or inquiry.

Personal data that is processed in the interaction with you by other resources will be stored for a maximum of 3 months from the moment of receipt of the relevant question or the moment of interaction.

Your rights

Under data protection laws, you have a number of rights regarding the processing of your personal data.

Access to personal data

You are entitled to request confirmation from us as to whether we process personal data related to you, and in such cases request access to these data we are processing about you. To carry out the mentioned rights, please, submit a written request to us or to our Data protection officer.

Rectification of personal data

If you believe that information about you is incorrect or incomplete, you have the right to correct it yourself (if there is such an option) or ask us to do it. To carry out the mentioned rights, please, submit a written request to us or to our Data protection officer.

Objection against processing based on legitimate interests

You are entitled to object to personal data processing based on our legitimate interests. However, we will continue to process your data, even if you have objected to it, if we have compelling motivated reasons for continuing to process data. To carry out the mentioned rights, please, submit a written request to us or to our Data protection officer.

 

Erasure

Under certain circumstances, you have rights to ask us to delete your personal data. However, this does not apply in cases where the law requires us to retain data, for example, certain information is necessary to comply with legal obligations under consumer protection laws. To carry out the mentioned rights, please, submit a written request to us or to our Data protection officer.

Restriction of processing

Under certain circumstances, you are also entitled to restrict the processing of your personal data. To carry out the mentioned rights, please, submit a written request to us or to our Data protection officer.

Withdrawal of consent

To the extent that we process your personal data based on your consent, you are entitled to withdraw your consent to personal data processing at any time. To carry out the mentioned rights, please, submit a written request to us or to our Data protection officer.

Who do I contact if I have any questions?

If you have any questions about the processing of your personal data, please contact us. If you are not satisfied with the response you received, you are entitled to file a complaint with the Data Inspectorate.

Contact details of the company in charge of handling your personal data

In most cases:
SIA Rimi Latvia, reg. No. 40003053029,
Registered address: A. Deglava iela 161, Riga, Latvia, LV-1021
Phone number: +371 6 7045 409
Email: info.lv@rimibaltic.com

However, in certain cases, one of the Rimi Baltic Group companies listed below may be responsible for processing your personal data. These companies process personal data as described in this information text.

SIA Rimi Baltic, reg. No. 40003592957,
Registered address: A. Deglava iela 161, Riga, Latvia, LV-1021
Phone: + 371 6 7045 529
Email: info.lv@rimibaltic.com

SIA Plesko Real Estate, reg. No. 40003516351
Registered address: A. Deglava iela 161, Riga, Latvia, LV-1021
Phone: + 371 6 7045 409
E-mail: relv@rimibaltic.com

SIA Deglava Real Estate, reg. No. 40003785181
Registered address: A. Deglava iela 161, Riga, Latvia, LV-1021
Phone: + 371 6 7045 409
E-mail: relv@rimibaltic.com

Data protection officer contact details

E-mail: RimiDPO@rimibaltic.com
You can also contact our Data protection officer by sending a letter to the above-mentioned address and addressing it to the Data protection officer.