TE Customer Service Centre's privacy statement

Privacy statement 25 November 2020

The purpose of this privacy statement is to provide information on the processing of personal data in accordance with the EU General Data Protection Regulation (EU) 2016/679. The statement will be updated if necessary.

1. Register controller and the controller's contact details

South Savo Centre for Economic Development, Transport and the Environment (ELY Centre)
TE Customer Service Centre
Stefan Strandberg
PO Box 164, 50101 Mikkeli
Street address: Jääkärinkatu 14, 50100 Mikkeli
Tel. +358 295 024,000, kirjaamo.etela-savo@ely-keskus.fi

2. Data protection officer

Miika Pentikäinen
tietosuoja.keha@ely-keskus.fi

3. Names of the registers

TE Customer Service Centre (TE Telephone Services, EnterpriseFinland telephone service and Talousapu advisory service) customer service systems’

  • telephone calls
  • chat conversations
  • e-mails
  • electronic contact requests
  • guidance space and contact request registers of the ohjaustaverkossa.fi service

4. Purpose of personal data processing

Article 6 of the EU General Data Protection Regulation (EU) 2016/679
Information is needed for the performance of statutory tasks, for the implementation of services and for communication, as regulated by the following laws:

  • Act on Public Employment and Business Services, 916/2012
  • Unemployment Security Act, 1290/2002
  • Act on Job Alternation Leave, 1305/2002
  • Act on the Promotion of Integration, 1386/2010
  • Act on Rehabilitative Work Activities, 189/2001
  • Act on the Multidisciplinary Joint Service for Employment, 1369/2014.
  • EU Regulation on a digital gateway, EU 2018/1724

The information is used to verify the service event in case of a complaint and for the development of operations and the training of customer service personnel in order to improve the quality of the service.

5. Register’s data content and personal data groups

Data stored in the register includes data reported by the customer and the data generated in a customer service situation, such as:
Personal identification data:

  • Name and personal identity code
  • Address information, telephone number and e-mail address
  • Employment and work history information and unemployment security information
  • Personal information that has been created in a counselling or guidance situation, brought up by the customer or the official

Business information:

  • Name and business ID
  • Address and e-mail information and telephone number
  • Topics of the enquiries
  • Business operations-related information created in a counselling or guidance situation, brought up by the customer or the official.

6. Data retention period

Call recordings are stored for 6 months. For quality development projects and complaints, individual recordings can be stored for a longer period, but no longer than 12 months. Chat conversations do not contain customers’ identification data, and the conversations are stored for 180 days. During the conversation, the customer can choose to have the chat history be sent to them by e-mail. E-mails and electronic contact requests are stored for 180 days. The conversation is saved in the customer's e-mail. Individual ohjaustaverkossa.fi guidance spaces remain active until the customer has not logged in the guidance space for three (3) months or until the space is closed by the user organisation. A closed guidance space can be activated within the following three (3) months. If a guidance space is not activated during this time, the guidance space in question is archived for twelve (12) months, and during this period, it will not be visible to the instructor. The archived guidance spaces are visible to the logged-in customer, and their contents can be downloaded by the customer throughout the archiving period.

The data collected in electronic service requests in the Business Finland telephone service (customer’s situation citizen/company/other, customer’s country of location, topic of the enquiry) will be stored in the European Commission’s data repository for a maximum of three years, after which it will be automatically removed.

7. Regular sources of information

Information provided by the customer and generated during conversations; the TE Services' customer data system, the Trade Register, the Register of Foundations, and the Register of Associations.

8. Regular disclosure of information

No regular disclosure.

The TE Customer Service Centre discloses customer information to other authorities only when disclosure is regulated by law.

9. Regular disclosure of personal data or transfer of data outside the EU or the EEA

The data shall not be disclosed or transferred outside of the EU or the EEA.

10. Principles of register protection

Article 32 of the EU General Data Protection Regulation (EU) 2016/679

At the TE Customer Service Centre, information security and personal data protection are systematically taken into account in all use and processing of data. The TE Customer Service Centre processes personal data in a secure manner and in accordance with legislation.

All processors of the TE Customer Service Centre's personal data sign a confidentiality commitment. Register data is only used by persons who need this data in their work tasks according to their access rights. The service provider of the storage system has a duty of professional secrecy.

11. Inspection right and requesting data

Article 15 of the EU General Data Protection Regulation (EU) 2016/679

The data subject has the right to inspect the data in the register concerning him or her.

The inspection request must always be made in writing and must be signed. The inspection request must specify the time of the communications that the request concerns as well as the contact details used for the communications. The inspection request must be addressed to the TE Customer Service Centre and sent by post or e-mail to the registry of the ELY Centre of South Savo (contact details in section 1). The sender of the email must encrypt the email in order to ensure privacy.

Listening to a call recording takes place at the TE Office or the ELY Centre's office, agreed separately. The customer must be prepared to prove their identity

12. Right to rectify data and erase data

Articles 16 and 17 of the EU General Data Protection Regulation (EU) 2016/679

The data subject has the right to demand the correction and erasure of incorrect personal data in the register.

A request for rectification must always be made in writing and must be signed. The written request must specify which personal data file the rectification request applies to. The request is addressed to the TE Customer Service Centre and sent by post or e-mail to the registry of the ELY Centre of South Savo (contact details in section 1). The sender of the email must encrypt the email in order to ensure privacy.

The right to erase data does not apply to the personal data required by TE Services for the performance of a statutory task.

For any refusal to correct/erase data, a written report is sent to the customer indicating the reasons for the refusal.

13. Complaint or appeal concerning the processing of personal data

Article 77 of the EU General Data Protection Regulation (EU) 2016/679

The data subject has the right to lodge a complaint with the Data Protection Ombudsman if he or she considers that the processing of personal data infringes the EU Data Protection Regulation.