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Communication

  1. Satisfaction survey

A pop-up may appear on our website asking if you found the information you were looking for. If your answer is no, you will be directed to a form where you can submit your comments and/or suggestions. As part of this, we process your Personal Data to enable us to investigate your comment or suggestion for the purpose of improving the local residents section and to provide feedback to you.

However, you also have the option of submitting a comment or suggestion anonymously, by clicking the "I want to remain anonymous" box provided for that purpose. In that case, we will not process Personal Data about you. Please be aware that we will not be able to send you feedback on the handling of your comment or suggestion.

The list below describes the categories of data we process for these purposes, where your data comes from, the legal basis for this processing activity and with whom we may share the data.

Categories of data processed: Gender, first name/surname, telephone number, email address, street, house number, municipality, images

Source of data: Directly from you upon completing the satisfaction survey Legal basis for processing: Ad hoc consent upon completing the form Recipients of data: IT service providers

 

  1. Response to your requests and information mailings

You can send us an email or a letter or contact us by phone, or submit a form with a question, request, notification or response, for example, asking us to organise an awareness campaign on rail safety at a secondary school, ordering educational materials, a complaint or a request for reimbursement; we will respond to your individual query or, if necessary, by sending you a mailing. As part of this, we process certain Personal Data in order to manage various requests, including responding to your requests for information and enquiries, including whether or not to grant a particular request and following up on your responses.  This processing also takes place for the purpose of planning our activities.

The list below describes the categories of data we process for these purposes, where your data comes from, the legal basis for this processing activity and with whom we may share the data.

Categories of data processed: Address, email address, surname/ first name, phone number, gender, and if applicable (if necessary for the purpose of the request) photos and insurance policy number. With regard to a request to exercise your rights as a data subject in relation to personal data (GDPR), you might also need to identify yourself and therefore also provide a copy of an identity document.

Source of data: Directly from you via your email, letter, phone call or via the contact form on our website or via our web shop

Retention period: (a) [to be filled in] for the call centre and applications (b) either until after the webshop's products are shipped (if you register as a guest), or for as long as you decide to keep your profile (if you register as a returning customer).

Legal basis for processing: (a) regarding the help desk: It is in Infrabel's legitimate interest as a company to be able to properly follow up questions, requests and/or complaints in relation to which individuals contact Infrabel, in light of the fact  that we always ensure in this regard that your interests are also safeguarded. We only send you information mailings if you have given your consent (e.g. via the designated form) (b) regarding the web shop: execution of the agreement with you.

Recipients of data: IT & call centre service providers

Access to data: Access to the personal data is limited to the staff members involved in this data processing: the external IT & call centre service providers as a first-line service and  the employees of I-SCPA.323 Media (for the help desk) and I-ICT.513 (for the web shop) as a second-line service.

 

 

  1. Competitions and events

From time to time, Infrabel organises competitions, events, and public events, such as within the context of awareness campaigns, for which you may register via the website and possibly via a form provided to you by one of our employees. In this context, we process your Personal Data for the purpose of organising and managing the competition or event, and to communicate further necessary information to you about it.

The list below describes the categories of data we process for these purposes, where your data comes from, the legal basis for this processing activity and with whom we may share the data.

Categories of data processed: Gender, first name/surname, telephone number, email address, street, house number, municipality, composition of households, images (photo and/or video), employee number

Source of data: Directly from you upon registration

Legal basis for processing: Ad hoc consent upon completing the competition form

Recipients of data: Third parties providing support for organising competitions or events and IT service providers

General Privacy Policy