Information on the processing of personal data: "survey on call centers quality 2020"

Information on the processing of personal data: "survey on call centers quality" - year 2020.

In fulfillment of the obligations established by the resolution of the Authority for the Regulation for Energy, Networks and Environment 21 July 2016, 413/2016/R/com and subsequent amendments, the information on the processing of personal data pursuant to EU Regulation 2016/679.

Law 481/1995 and subsequent amendments, among the tasks assigned to the Regulatory Authority for Energy, Networks and the Environment, ARERA, provides for the conduct of opinion polls of customer satisfaction and the effectiveness of services (Article 2, paragraph 12, letters i), l) en) and paragraph 23 to periodically verify the quality of the services and their effectiveness through the evaluation of customers.

The Authority with the resolution of 21 July 2016, 413/2016/R/com and subsequent amendments ("Integrated text of the regulation of the commercial quality of sales services"; the provision is available on the Authority's website) has established that a survey on the quality of the telephone answers provided to customers by the commercial call centers of the major electricity and gas suppliers, instrumental to the exercise of the powers conferred by the law of November 14, 1995, n. 481.

In particular, the customer satisfaction survey will be carried out by recalling a sample of customers who have contacted the call center of the main operators. The results of the survey will be made public anonymously, in compliance with the confidentiality profiles indicated by the legislation in force, within the Annual Report on the quality of telephone services.

The customer is informed of the possible possibility of being contacted to participate in the survey by an information entered within the IVR of the call center, while waiting to speak with an operator.

At the time of the call, you can express, modify or update your consent to the processing of data for this specific survey referred to above.
That said, pursuant to the European regulation on the protection of personal data, the processing of information concerning you will be based on principles of correctness, lawfulness, transparency and protection of your privacy and your rights.

Therefore, in fulfillment of the obligations provided for by 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 the processing of personal data, the following information is provided.

The data controller for the purpose of the "CALL CENTERS QUALITY SURVEY" YEAR 2020 is the Regulatory Authority for Energy, Networks and the Environment (ARERA) with registered office in Milan, Corso di Porta Vittoria 27, 20122. The R.T.I. between IZI SPA and Centro Statistica Aziendale Srl carries out the survey and is in charge of processing the data necessary to carry it out. The person in charge of data processing is Luca Savo company IZI Spa, Via Cornelio Celso, 11 Rome. ARERA addresses and contacts are available in the specific section dedicated to the survey on the website www.arera.it.

The personal data collected are processed by ARERA staff who act on the basis of specific instructions provided regarding the purposes and methods of the processing described above. Some data related to your call to the call center, provided by you to the seller, explicitly indicated in the following paragraph, will be processed, even electronically, to the extent and for the time strictly necessary for the conduct of the opinion poll that the Regulatory Authority of Energia Reti e Ambiente (ARERA) will conduct in order to ascertain the quality of telephone services and, in particular, the satisfaction and expectations of customers of electricity and gas services who have turned to call centers. The personal data collected are processed by ARERA staff who act on the basis of specific instructions provided regarding the purposes and methods of the processing described above.

In particular, the data subjected to the processing concern: the name of the person who spoke with the call center operator, the name of the holder of the supply contract to which the call refers, the service to which the call refers (electrical, gas or both), the date, the contract, the week and time slot of the call, the telephone number, as resulting from the data held by the operator and relating to the contractual relationship established or to be established.

If you are called back for the purpose of carrying out the telephone interview, and consent to it, the data acquired during the same will also be processed, including by ARERA personnel who act on the basis of specific instructions provided regarding the purposes and processing methods described above; the possibility of not issuing the aforementioned telephone interview remains unaffected. In this case, the investigation will continue with the other subjects in the sample.

Basis of lawfulness of processing: the personal data collected for this investigation are processed by the Authority in the performance of its tasks of public interest or in any case connected to the exercise of its powers. In particular, reference is made to the provisions of art. 2 of Law 481/1995 on the degree of customer satisfaction and the effectiveness of services.

At any time you can exercise your rights towards the data controller as provided for by art. 15-22 of the GDPR; in particular, you may ask to know the existence of data processing that may concern you (right of access); will be able to obtain without delay the communication of the same data and their origin, the cancellation, transformation into anonymous form or blocking of data processed in violation of the law, as well as updating, rectification (right of rectification) or integration of data; furthermore, you have the right to withdraw your consent, in whole or in part, for legitimate reasons, to the processing of personal data concerning you, even if pertinent to the purpose of the collection (right to object).

Deletion of the data used for the purposes of the survey: the Authority, at the end of the survey after the anonymous delivery of the results and the control of the same, will delete all the data files made available by the sales companies.