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Specific Data Protection/Privacy Statement on the procedure for Immediate Feedback Help & FAQs

The processing of the data is carried out under the responsibility of the Director of the Customer Services Department (CSD), acting as Data Controller.
This processing operation is subject to Regulation (EC) No 45/2001 of the European Parliament and of the Council of 18 December 2000 on the protection of individuals with regard to the processing of personal data by the Community institutions and bodies and on the free movement of such data. The information in this communication is given pursuant to Articles 11 and 12 of the Regulation (EC) No45/2001.

1. What is the purpose of the processing operation?
The purpose of this immediate feedback functionality is to measure user satisfaction in relation to the content provided in the “Help & FAQs” section of the EUIPO’s website. In this section, you will be able to rate whether you like or not the answers provided in the Help & FAQs. In case you do not like it, you will be asked to provide your contact details (i.e. name, phone number and e-mail address).   Please note that if you expressly provide your contact details to be contacted for a follow-up, EUIPO will contact you back via phone or email to better understand your feedback.
2. What personal data do we process?
The data processed are the following:
  • Satisfaction ratings and comments to the questionnaires
  • Data on users automatically collected by the EUIPO website portal while answering the questionnaire (e.g. language, date and time)
  • If logged in, data on users already existing in our system including personal data - PER ID, country, type user and subtype user
  • Contact details expressly provided and per explicit request by the users for follow-up purposes: name, email address and phone number 

3. Who has access to the data and to whom is it disclosed?
Only specifically authorised internal staff (working for CSD) at EUIPO who are personally involved in analysing this data have access to your data. No personal data is shared with third parties for any purposes.
4. How do we protect and safeguard your information?
All personal data related to immediate feedback procedures is stored in secure IT tools (ShareDox / Survey system) according to the security standards of the Office as well as in specific electronic folders accessible only to the authorised recipients.
Appropriate levels of access are granted individually only to the above recipients. The database is password protected under single sign-on system.
5. How can you access, verify, modify or delete your data?
You have the right to access, rectify, block, and erase your personal data in the cases foreseen by Articles 13, 14, 15 and 16 of Regulation (EC) N°45/2001 by submitting a written request to the data controller, Director of the Customer Services Department and by explicitly specifying your request under the following mailbox: euipo_satisfaction_survey@euipo.europa.eu
6. What is the legal basis for processing this data?
The personal data are collected and processed in accordance with Regulation 45/2001 of the European Parliament and of the Council of 18 December 2000 on Protection of Personal Data and particularly under Articles 5(a) and 5(d)
You can find further general information on EUIPO personal data policy. For any further question or requests concerning the information you have submitted, please contact the Data Controller.
7. How long do we keep your data?
Your personal data will be kept only for the time necessary to achieve the purpose for which they will be processed: three years for demographic information (as it is considered register data), five years for linked satisfaction data of users answering the survey, indefinite for anonymous satisfaction data.
8. Contact Information
Should you have any queries concerning the processing of your personal data, please address them to the data controller, Director of the Customer Services Department under the following mailbox: euipo_satisfaction_survey@euipo.europa.eu
You may consult EUIPO’s Data Protection Officer for any question on Protection of Personal Data:   DataProtectionOfficer@euipo.europa.eu
Complaints, in cases where the conflict is not resolved by the Data Controller and/or the Data Protection Officer, can be addressed at any time to the European Data Protection Supervisor: edps@edps.europa.eu
Page last updated 18-04-2018
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