Information on the processing of personal data, survey on call centre quality - year 2019

Information on personal data processing, survey on the quality of telephone responses from call centres - year 2019

In compliance with the obligations set out in the Regulatory Authority for Energy Networks and the Environment (ARERA, according to its Italian acronym) resolution of 21 July 2016, 413/2016/R/com and subsequent modifications and integrations, this information notice is published on personal data processing, pursuant to EU Regulation 2016/679.

Among the duties assigned by law to the Regulatory Authority for Energy, Networks and Environment (ARERA), Law 481/1995 and subsequent amendments provide for conducting opinion polls on customer satisfaction and service effectiveness (Article 2, paragraph 12 , letters i), l), and n) and paragraph 23), in order to periodically check the quality and effectiveness of services via customer evaluation.

The Regulatory Authority for Energy Networks and the Environment with its resolution of 21 July 2016, 413/2016/R/com and subsequent modifications and integrations (measure available on the Authority's website) has established that an annual survey is to be carried out on the quality of telephone responses provided to customers of commercial call centres for major electricity and gas suppliers, instrumental to the exercise of the powers conferred by Law 481 of 14 November 1995, n. 481.       

In more detail, the customer satisfaction survey will be carried out by drawing a sample of customers who have resorted to the call centre. The survey results will be made public in an anonymous form, in compliance with the confidentiality profiles indicated by the legislation in force, within the Annual Report on the quality of call centre services.

The customer is informed of the possibility of being contacted to participate in the survey by an information inserted in the call centre’s IVR (interactive voice response), while waiting to speak with an operator.

At the time of the call, callers can express modify or update their consent to the processing of data for this specific survey.

In light of the above and in accordance with European Regulations on personal data protection, the processing of information concerning you will be based on the principles of fairness, lawfulness and transparency and the protection of your privacy and rights.

Therefore, in fulfilment of the obligations set out in the aforementioned integrated text of the regulation of the commercial quality of sales services (available on the Authority's website) and in compliance with EU regulation 2016/678 on personal data processing, the following information is provided:

  • the data controller for the "CALL CENTRE QUALITY SURVEY YEAR 2019" is the Regulatory Authority for Energy, Networks and the Environment (ARERA), with headquarters in Corso di Porta Vittoria, 27, 20122, Milan - email: info@arera.it, PEC: protocol.aeegsi@pec.energia.it, switchboard +39 02655651;
  • The Data Protection Officer (DPO) can be reached at the following address: Regulatory Authority for Energy Networks and the Environment. Personal Data Protection Manager, Via dei Crociferi, 19 - 00187 Rome, email: rpd@arera.it
  • the research company Istituto Piepoli, with registered office at Via B. Cellini 2-A 20129 Milan, conducts the survey and operates as the party responsible for the processing of personal data pursuant to and for the purposes of the GDPR. Contact details are available in the special section dedicated to the survey on the website www.arera.it. Some data related to your call to the call centre, which you have provided to the seller, explicitly indicated in the following paragraph, will be processed, also electronically, to the extent and for the time strictly necessary for carrying out the demoscopic survey that the Regulatory Authority for Energy Networks and the Environment (ARERA) will conduct to ascertain the quality of telephone services and, more specifically, the satisfaction and expectations of electricity and gas service customers that have resorted to call centres. 
  • Personal data collected are processed by ARERA staff, who act on the basis of specific instructions provided for the purposes and methods of the processing described above. The data subject to the processing concern: the name of the person who spoke to the call centre operator, the holder's name for the supply contract to which the call refers, the service to which the call refers (electricity, gas or both),  the reason, week and time of call, the telephone number, as resulting from the data in the operator's possession and relating to the contractual relationship established or to be established. If you are called back for the purposes of the telephone survey and you consent, the data acquired during the survey will also be processed, including by ARERA personnel acting on the basis of specific instructions provided in relation to the processing purposes and methods described above. It is not necessary to take the aforementioned telephone survey. In this case, the survey will continue in respect of the other subjects in the sample. 

Legal basis of the processing: personal data collected for this survey is processed by the Authority, in the performance of its tasks of public interest, or tasks otherwise related to the exercise of its powers. In particular, reference is made to the provisions of Article 2 of Law 481/1995 on the degree of customer satisfaction and the effectiveness of services. You may exercise your rights towards the data controller at any time pursuant to Articles 15-22 of the GDPR; namely, you may request to know the existence of data processing concerning you (right of access); without delay, you may obtain the communication of such data and its origin, cancellation (right to oblivion), transformation into anonymous form or blocking of data that is unlawfully processed, as well as the updating, rectification (right of rectification) or integration of data. You also have the right to revoke your consent, entirely or partially, for legitimate reasons, to the processing of personal data concerning you, even if it is relevant to the collection purposes (right of opposition). Deletion of data used for survey purposes: the Authority, at the end of the Survey, after the anonymous delivery of the results and the control of the same, will delete all data files made available by the sales companies.