Privacy Statement for the Individual Customer Service
The task of the Digital and Population Data Services Agency's personal customer service is to provide advice and guidance on using the agency's services and related services.
The individual customer service uses the multi-channel customer service system. It is the Agency's internal work management tool for managing messages between customers and the Agency. Emails sent by customers to the individual customer services of the Digital and Population Data Services Agency as well as service requests made by customers by telephone, chat or text message are recorded in the customer service system. The agency's internal service requests are also stored in the system.
Digital and Population Data Services Agency
Lintulahdenkuja 2, 00530 Helsinki, Finland
PO Box 123, 00531 Helsinki, Finland
Telephone (switchboard) +358 295 536 000
Email kirjaamo(at)dvv.fi
Contact person in register-related matters
Minna Mattila, Chief Specialist
Lintulahdenkuja 2, 00530 Helsinki, Finland
Telephone (switchboard) +358 295 536 000
Email kirjaamo(at)dvv.fi
Telephone (switchboard) +358 295 536 000
Email [email protected]
The multi-channel customer service system, the call system and the anonymous chat service enable the centralised management of the Digital and Population Data Services Agency's customer contacts and enquiries. The purpose of the processing of personal data related to them is to identify and serve customers and users in different contacts. Customer service calls are recorded to develop operations, to train customer service personnel to improve the quality of the service and to verify a service event in case of a complaint. Personal data may also be used for statistical purposes, such as monitoring the total number of customer service events during a certain period of time. We may also ask you for feedback via text message.
Personal data contained in contacts processed in the personal customer service is processed as part of the statutory official services of the Digital and Population Data Services Agency. The processing of personal data is necessary and required for the performance of tasks in the public interest of the Digital and Population Data Services Agency. Provisions on the activities and certain services of the Digital and Population Data Services Agency are also laid down in the Act on the Population Information System (661/2019) and the Population Register Centre 's Certificate Authority Services and the Act on Joint Administrative Electronic Support Services (571/2016).
The data recorded in the multi-channel customer service system is retained for one (1) year after closing the ticket created at the time of contact.
Call recordings are stored for one (1) year from the date of contact.
The personal data processed in the systems for both the customer and the officials using the system include:
- first name and surname or only the first name,
- address (for civil servants, the address of the office)
- email address,
- phone number and
- The means of contact and the time information related to the contact, such as the time at which an email arrived and the start and end times of a phone call.
The personal data of civil servants using the systems that is processed in the systems also include:
- role (user, main user),
- job title,
- organisation and
- organisation's contact details.
Other data content:
- the contents of the message header and message field sent by the client, any attachments and the means of contact,
- the contents of the message header and message field sent by the authority to the client, including any attachments and
- telephone conversations, including their content.
In addition, the official may record additional information provided by the client during the telephone conversation, such as the method of contact preferred by the client.
Information is obtained from the customer personally, and information already held by the Digital and Population Data Services Agency or other related authorities may be attached in order to process a matter.
The contact details of Digital and Population Data Services Agency employees are recorded in the system as necessary in accordance with access rights requests.
Customers hear an automatic message at the start of each telephone call informing them of this. The official can record information provided by the customer during the call, such as contact information and the method of contact preferred by the customer, for further processing the case.
Data will not be disclosed to third parties from the system except when the processing of the matter requires the transfer of the matter to another authority.
No personal data is transferred outside the EU or the EEA or to international organisations.
No personal data is used for automated decision-making.
Right of access
You have the right to access your personal data and check its content.
You can send a request to check your personal data to the Registry office of the Digital and Population Data Services Agency. Be prepared to provide proof of identity.
Right of revision
You have the right to correct your personal data if you notice that it contains inaccurate or incorrect information. The request for corrections must be submitted in writing to the contact person of the registry. In your request, you must specify which information should be corrected and what changes or additions should be made. Be prepared to provide proof of identity.
Limitations to the rights of the data subject
Most of the services provided by the Digital and Population Data Services Agency are based on compliance with the controller’s statutory obligation, on the performance of a duty of public interest or the exercise of public authority. In such cases, you do not have any right to demand that your personal data should be deleted or transferred to another system. Moreover, as a rule, you do not have any right to object to the processing of your personal data.
If you think that your personal data is processed unlawfully, you can submit a complaint to the Office of the Data Protection Ombudsman.
Office of the Data Protection Ombudsman
Street address Lintulahdenkuja 4, 00530 Helsinki, Finland
Postal address PO Box 800, 00531 Helsinki, Finland
Email tietosuoja(at)om.fi
Switchboard +358 29 566 6700
Registry +358 29 566 6768
For more information on submitting a complaint, see the website of the Office of the Data Protection Ombudsman at https://tietosuoja.fi/.