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WEBSITE PRIVACY POLICY

This policy includes a description of your data protection rights, including a right to object to some of the processing activities we carry out.

Last revised on 24 May 2018.
 

SCOPE OF THIS PRIVACY POLICY

This privacy policy (the "Policy" or the "Privacy Policy") describes how Infrabel collects, uses, consults or otherwise processes an individual's Personal Data. For the purposes of this Privacy Policy, any reference to "Infrabel", "we" or "us" refers to Infrabel NV, registered at the Crossroads Bank for Enterprises with company number 0869.763.267, having its registered seat at Marcel Broodthaersplein 2, 1060 Brussels, telephone number 02/525.22.11, e-mail address internet@infrabel. In all situations described in this Policy, Infrabel will process your Personal Data as a Controller. You can contact Infrabel's data protection officer at DPO@infrabel.be.

We are committed to protecting the privacy of our users and customers. This Privacy Policy is intended to inform you how we gather, define, and use Personal Data that would allow us to identify you, such as your name, email address or other contact information, online identifiers such as IP address, or any other information you provide to us when using our website. Please take a moment to read this Privacy Policy carefully.

GOVERNING LEGISLATION

For the purposes of this Policy, the term "Data Protection Legislation" will refer to the Regulation 2016/679 of the European 2016/679 of the European Parliament and of the Council of 27 April 2016 on the protection of natural persons with regard to the processing of personal data and on the free movement of such data (the "GDPR"), as well as any other legislation and/or regulation introduced on the basis of the GDPR and the e-Privacy legislation, or which implements, modifies, replaces or consolidates it or any of it and any other applicable laws relating to the processing of Personal data and privacy.

WEBSITE VISITORS

When you visit the Infrabel website, we collect a limited amount of Personal Data for the purpose of managing and properly operating the website.

The list below describes the categories of personal data we process for these purposes, from what source the data have been obtained, the legal basis for this processing activity and any third parties with whom we may share the data.

Processed data categories: IP address
Source of Data: directly from you when you visit the website
Ground for processing: It is in Infrabel's legitimate interest as a business to manage the website it offers to the public, in light of the fact that in this context we will always make sure that your interests are safeguarded.
Recipients of data: IT service provider

Infrabel wants to make your website experience as informative and relevant as possible. To achieve this, we use cookies, whereby we strive to both protect your privacy and offer you a user-friendly online environment. If you would like to know more about the way in which we use cookies, please read our Cookie Policy.

GENERAL CONTACT FORM FOR LOCAL RESIDENTS

If you live near a railway track and would like to obtain more information about the railway infrastructure or about works being conducted on the tracks, wish to report a problem, wish to make a request or have any other question in connection with the railway, you can contact us by using the contact form for local residents. In this respect, we process your Personal Data in order to ensure the correct and efficient treatment of your request and to enable us to provide you with feedback.

The list below describes the categories of personal data we process for these purposes, from what source the data have been obtained, the legal basis for this processing activity and any third parties with whom we may share the data.

Processed data categories: Gender, First name/Name, Phone number, Email address, Street, House number, Municipality, Pictures
Source of Data: Directly from you when completing the complaint form
Ground for processing: Necessary for the performance of a task carried out in the public interest
Recipients of data: IT service providers

NOISE AND VIBRATIONS ALONG THE RAILWAY COMPLAINT FORM

If you live near a railway and are experiencing inconvenience due to the vibrations or noise along the railways which are not caused by works conducted by Infrabel, you can fill in the appropriate complaint form. In this respect, we process your Personal Data in order to create a file, have sufficient information to investigate your complaint and to enable us to provide you with feedback.

The list below describes the categories of personal data we process for these purposes, from what source the data have been obtained, the legal basis for this processing activity and any third parties with whom we may share the data.

Processed data categories: Gender, First name/Name, Phone number, Email address, Street, House number, Life habits, Municipality, Pictures
Source of Data: Directly from you when completing the complaint form
Ground for processing: Necessary for the performance of a task carried out in the public interest
Recipients of data: IT service providers

PRUNING REQUEST

In light of maintaining the general safety of the railway network, you can submit an application for pruning to be carried out. This enables you to report situations that may pose a threat to the safety of local residents or to the safety of railway traffic, so we can investigate them as a matter of priority and act on them. In this framework, we process your Personal Data in order to process your request correctly and smoothly and to enable feedback to you.

The list below describes the categories of personal data we process for these purposes, from what source the data have been obtained, the legal basis for this processing activity and any third parties with whom we may share the data.

Processed data categories: gender, First name/Name, Phone number, Email address, Street, House number, Municipality, Pictures
Source of Data: directly from you when completing the form
Ground for processing: Necessary for the performance of a task carried out in the public interest
Recipients of data: IT service providers

DECLARATION OF DAMAGE

Infrabel offers local residents the opportunity to claim damages for damage to a building that may have been caused by an Infrabel construction site nearby. In this respect, we process your Personal Data in order to ensure correct and efficient treatment of your request and to enable us to provide you with feedback.

The list below describes the categories of personal data we process for these purposes, from what source the data have been obtained, the legal basis for this processing activity and any third parties with whom we may share the data.

Processed data categories: Gender, First name/Name, Phone number, Email address, Street, House number, Municipality, Life habits, Pictures, Fire insurance policy number
Source of Data: Directly from you when completing the form
Ground for processing: Necessary for the performance of a task carried out in the public interest
Recipients of data: IT service providers

APPLICATION FOR THE PURCHASE/RENTING OF A PLOT

If you wish to rent or buy a plot from Infrabel, you can fill in the dedicated form. In this respect, we process your Personal Data in order to process your request correctly and smoothly and to enable us to provide you with feedback.

The list below describes the categories of personal data we process for these purposes, from what source the data have been obtained, the legal basis for this processing activity and any third parties with whom we may share the data.

Processed data categories: Gender, First name/Name, Phone number, Email address, Street, House number, Municipality, Pictures
Source of Data: Directly from you when completing the form
Ground for processing: It is in Infrabel's legitimate interest as a business to process applications for the purchase or rental of plots of land from Infrabel in an appropriate manner, given that we always ensure that your interests are safeguarded in this respect.
Recipients of data : IT service providers

Drones

If you live near a railroad track, you may see drones flying over the rail infrastructure and areas around it. The purpose of these drones is to make images of the tracks at the request of Infrabel or its subsidiary Tuc Rail. The drones are managed by a duly authorized operator who is in possession of the required permits under the legislation on the use of unmanned aircraft in Belgian airspace.
Drones are deployed at the request of Infrabel or its subsidiary Tuc Rail to guarantee the safety of the railway network. More specifically, they’re used for checking the proper functioning and condition of the rail infrastructure, the installation of systems to ensure network safety and to manage incidents or accidents on the network.
The manager of these drones is of course obliged to process any personal data (such as images that may reveal information about someone) that might come into their possession, in accordance with applicable legislation.


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

Categories of processed data: images
Source of data:  Drone manager
Legal basis for processing: Necessary for the performance of a public service mission
Recipients of data: Drone administrator, Infrabel and IT service provider

SATISFACTION SURVEY

In the local residents section of our website, a pop-up may appear, demanding whether you have found the information you were looking for. In case of a negative reply, you will be redirected to a form in which you can formulate your comments and/or suggestions about the local residents section. In this respect, we process your Personal Data in order to be able to investigate your comment or suggestion with a view to improving the local residents section and to allow us to provide you with feedback.

However, you also have the possibility to make an anonymous comment or suggestion by clicking on the appropriate box "I wish to remain anonymous". In that case we will not process any Personal Data about you. Please be aware that we will not be able to give you any feedback on how your comment or suggestion should be dealt with.

The list below describes the categories of personal data we process for these purposes, from what source the data have been obtained, the legal basis for this processing activity and any third parties with whom we may share the data.

Processed data categories: Gender, First name/Name, Phone number, Email address, Street, House number, Municipality
Source of Data: Directly from you when completing the satisfaction survey
Ground for processing: Ad hoc consent when completing the form
Recipients of data: IT service provider

WHEN YOU CONTACT US

Should you have a particular question or request, or should you wish to report something to Infrabel or respond to it, you can contact us by using the contact form on our website. In this respect, we process your Personal Data in order to manage the various requests for information, including by answering your questions, deciding whether or not to grant a certain request and following up on your reactions. This processing is also carried out with a view to planning our activities.

The list below describes the categories of personal data we process for these purposes, from what source the data have been obtained, the legal basis for this processing activity and any third parties with whom we may share the data.

Processed data categories: Gender, First name/Name, Phone number, Email address, Street, House number, Municipality
Source of Data: Directly from you when completing the contact form
Ground for processing: It is in Infrabel's legitimate interest as a business to be able to properly respond to the questions, requests and/or any complaints for which Infrabel is contacted, given that in this context we always ensure that your interests are safeguarded.
Recipients of data: IT service providers

E-MAIL ADDRESS

There are several e-mail addresses (both general and specific) through which you can send us an e-mail containing a question, request, report or reaction, for example with the request to organise an awareness campaign on rail safety at a secondary school, to contact the internship team with a certain request or with a subject proposal for an internship or to ask questions about the Job Days. In this respect, we process certain Personal Data in order to manage the various requests, including by answering your questions, deciding whether or not to grant a specific request and following up on your reactions, as well as to enable us to provide you with feedback.

The list below describes the categories of personal data we process for these purposes, from what source the data have been obtained, the legal basis for this processing activity and any third parties with whom we may share the data.

Processed data categories: Address, E-mail address, Name/First name, Phone number, Gender, CV, Studies and Training, Certificates and Permits, Hobbies and Interests, Letter of motivation
Source of Data: Directly from you through your email
Ground for processing: It is in Infrabel's legitimate interest as a business to be able to properly respond to the questions, requests and/or any complaints on which Infrabel is contacted, given that in this context we always ensure that your interests are safeguarded.
Recipients of data: IT service provider

CALL CENTER

You can also contact us via the call center to which any questions, requests, notifications or complaints you may have can be addressed. In this respect, we process certain Personal Data in order to manage the various requests, including answering your questions, whether or not to grant a specific request and the follow-up of your reactions, as well as to enable us to provide you with feedback.

The list below describes the categories of personal data we process for these purposes, from what source the data have been obtained, the legal basis for this processing activity and any third parties with whom we may share the data.

Processed data categories: Address, E-mail address, Name / First name, Phone number, Gender
Source of Data: Directly from you through your call
Ground for processing: It is in Infrabel's legitimate interest as a business to be able to properly respond to questions, requests and/or possible complaints, given that we always see to it that your interests are also safeguarded in this context.
Recipients of data: IT service provider and Call center service provider

CONTESTS AND EVENTS

From time to time, Infrabel organises contests and public events, for example as part of awareness raising campaigns, for which you may be able to register via the website or through a form provided to you by one of our employees. In this respect, we process your Personal Data for the purposes of organising and managing the contest or event, and for the purpose of providing you with any further information you may need.

The list below describes the categories of personal data we process for these purposes, from what source the data have been obtained, the legal basis for this processing activity and any third parties with whom we may share the data.

Processed data categories: Address, E-mail address, Composition of the household, Images (photo and/or video), Name / First name, Telephone number
Source of Data: Directly from you upon registration
Ground for processing: Ad hoc consent when completing the contest form
Recipients of data: Third parties supporting the organisation of contests or events and IT service provider

SOCIAL MEDIA

We may process Personal Data obtained via social media platforms (e.g. Facebook, Instagram and Twitter) if something is related to Infrabel or is directed at Infrabel in order to (i) be able to offer a first-line response to questions or complaints, (ii) monitor our online reputation and (iii) improve our services and identify opportunities for Infrabel to focus on.

Some of our web pages on social media allow users to post their own content. Please keep in mind that all content posted on our social media is accessible to - and therefore can be viewed by - the public. Therefore, you should be careful about disclosing certain personal information such as financial information or address details via such platforms. We are not responsible for any action taken by third parties when you post personal information on any of our social media platforms, such as Facebook or Instagram. We also refer to the privacy and cookie statements of the platforms you use.

The list below describes the categories of personal data we process for these purposes, from what source the data have been obtained, the legal basis for this processing activity and any third parties with whom we may share the data.

Processed data categories: Any Personal Data relevant to the purposes described above that you decide to share with us or that you publish on social media
Source of Data: Directly from you via publicly accessible pages on social media
Ground for processing: It is in Infrabel's legitimate interest as a company to process the Personal Data that you have chosen to collect from us or that you have disclosed to the public via social media platforms in order to improve services and identify business opportunities, in light of the fact that in this context we will always make sure that your interests are safeguarded.
Recipients of data: IT service provider

LOCAL RESIDENTS

“Mia” Chatbot (automated conversation agent)

If you live near a railway line and you would like more information about the rail infrastructure or work on the railway line, if you want to notify us of a problem, make a request or have any other questions about the railway, you can contact us via the “Mia” chatbot provided for this purpose. “Mia” is an interactive, automated response system managed with the aid of artificial intelligence.  We process your personal data so that we can deal quickly with your request and contact you if necessary, as well as improve the quality of the Infrabel chatbot’s automatic responses to local residents.

The list below shows the data categories that we process for this purpose, where the data comes from, the basis of the data processing activity and who the data will potentially be sent to.

Data categories processed: Email address
Source of dataYour email address will only be stored when you type it in the conversation. If the chatbot cannot provide the answer you are looking for, the chatbot will ask for your email address, so that we can contact you in the future.
Legal basis of processing: Necessary for performing a public service mission
Recipients of the processing: IT services provider

Data categories processed: IP-adres
Source of data: Directly from you when you contact the “Mia” chatbot
Legal basis of processingIt is in Infrabel’s legitimate interest as a company to have your IP address, so that we can technically interact with you and offer you an efficient, quick way of contacting us, on the understanding that we will always ensure that your interests are safeguarded.
Recipients of the processing: IT services provider

Data categories processed: Conversations with the “Mia” chatbot
Source of dataDirectly from you when you contact the “Mia” chatbot
Legal basis of processingIt is in Infrabel’s legitimate interest as a company to use your conversations with the Infrabel chatbot to improve our automatic responses to local residents, and to offer you an efficient, quick way of contacting us, on the understanding that we will always ensure that your interests are safeguarded.
Recipients of the processing: IT services provider

WHAT ARE YOUR RIGHTS?

Once you have provided us your Personal Data, the Data Protection Legislation grants you multiple rights. Subject to statutory exceptions, you can in principle exercise these free of charge. These rights may be limited, for example if fulfilling your request would reveal Personal Data about another person, or if you ask us to delete information which we are required by law to keep or have compelling legitimate interests in keeping. To exercise any of your rights, you can file a request here: DPO@infrabel.be.

Should you have unresolved concerns, you have the right to lodge a complaint with the Supervisory Authority at all times. Of course we encourage you to come to us in the first instance but, to the extent that this right applies to you, you are entitled to complain directly to the Supervisory Authority.

RIGHT TO WITHDRAW CONSENT

Wherever we rely on your consent, you will be able to withdraw that consent at any time you choose and at your own initiative by contacting us here: DPO@infrabel.be. The withdrawal of your consent will not affect the lawfulness of the collection and processing of your data based on your consent up until the moment where you withdraw your consent.

RIGHT TO ACCESS AND RECTIFY YOUR DATA

You have the right to access, review, and rectify your Personal Data. You may be entitled to ask us for a copy of your information, to review or correct it. If you wish to rectify any information like your name, email address and/or any other personal data or preferences, you can easily do so by contacting us here: DPO@infrabel.be. You may also request a copy of the Personal Data processed as described in this Privacy Policy.

RIGHT TO ERASURE

In accordance with Data Protection Legislation, you have the right to erasure of your Personal Data processed by us as described in this Privacy Policy in case it is no longer needed for the purposes for which the Personal Data was initially collected or processed or in the event you have withdrawn your consent or objected to processing as described in this Privacy Policy and no other legal ground for processing applies. Should you wish to have your Personal Data erased, you can file a request at: DPO@infrabel.be

RIGHT TO RESTRICTION OF PROCESSING

Under certain circumstances described in the Data Protection Legislation, you may ask us to restrict the processing of your Personal Data. This is for example the case when you contest the accuracy of your Personal Data. In such event, we will restrict the processing until we can verify the accuracy of your data.

RIGHT TO OBJECT TO PROCESSING

Under certain circumstances described in the Data Protection Legislation, you may object to the processing of your Personal Data, including where your Personal Data is processed for direct marketing purposes.

RIGHT TO DATA PORTABILITY

Where the processing is carried out by automated means and is based on your consent or the performance of a contract between you and us, you have the right to receive the Personal Data processed about you in a structured, commonly used and machine-readable format, and to transmit this data to another service provider.

SECURITY MEASURES

We have put in place appropriate technical and organisational measures to ensure an appropriate level of security for your Personal Information. These measures include (but are not limited to) encryption techniques, physical and IT system access controls, confidentiality obligations etc.

In the event that Personal Data is compromised as a result of an Infringement of Personal Data, and where such an Infringement is likely to pose a high risk to the rights and freedoms of individuals, we will make the necessary notifications as foreseen in the Data Protection Legislation.


WHAT RULES APPLY TO CHILDREN?

Except with the consent of a child's legal representative, in specific cases, we do not knowingly collect or solicit Personal Data from persons under the age of 16.

Where we learn that we have collected Personal Data from a child under the age of 16 without verification of parental consent, we will take steps to ensure deletion of such information as soon as possible. If you believe that we have or may have information about a child under the age of 16, please contact us through DPO@infrabel.be.

HOW IS YOUR PERSONAL DATA SHARED WITH THIRD PARTIES?

We only share or disclose information as described in this Privacy Policy, including with Third Parties.

Your Personal Data will also be shared with government authorities and/or law enforcement officials if required for the purposes above, if mandated by law or if required for the legal protection of the Controller’s legitimate interests in compliance with applicable laws.

ARE YOUR PERSONAL DATA TRANSFERRED OUTSIDE THE EER?

For the purposes described in this Privacy Policy, your data will generally be held within the European Economic Area ("EEA") and will only be transferred outside the EEA to a country or countries that the European Commission has recognised as providing an adequate level of data protection.

In the event that your data is transferred to or stored in a country outside the EEA that is not recognised as providing an adequate level of protection, Infrabel will take appropriate security measures to ensure that the transfer meets the requirements of the Data Protection Legislation. This can be done either by imposing Standard Contractual Clauses approved by the European Commission or, in the case of a transfer to the United States, by ensuring that the transfer is made to a company that meets the requirements of the Privacy Shield.

You can find more information about how an adequate level of protection for the processing of your Personal Data is guaranteed at all times through the websites below:

If you would like more information on how Infrabel applies the above to your Personal Data, please contact us at [DPO@infrabel.be].

HOW LONG WILL WE KEEP YOUR PERSONAL DATA?

We retain your Personal Data for as long as required to fulfil the processing activities set out in this Privacy Policy, for as long as otherwise communicated to you or for as long as is permitted by applicable law.

DOES THIS PRIVACY POLICY APPLY TO THIRD PARTY WEBSITES?

If you click on a link to a Third Party website, you will be taken to a website we do not control and our Privacy Policy will no longer be in effect. Your browsing and interaction on any other website is subject to the terms of use and privacy and other policies of such Third Party website. We recommend you to read the privacy policies of other websites carefully. We are not responsible or liable for the information or content on such Third Party websites.

WHAT HAPPENS IF WE MAKE MODIFICATIONS TO THIS POLICY?

Infrabel reserves the right to update and/or modify this Privacy Policy from time to time. We will bring these changes to your attention should they be indicative of a fundamental change to the processing or be relevant to the nature of the processing or be relevant to you and impact your data protection rights.

HOW TO CONTACT US?

Questions, comments, remarks, requests or complaints regarding this Privacy Policy are welcome and can be addressed to: 

DPO@infrabel.be

or

Infrabel
Data Protection Officer
Marcel Broodthaersplein 2