Information on the processing of personal data: "survey on the quality of call centers 2021"
Information on the processing of personal data: "survey on the quality of telephone responses from call centers" - year 2021.
In fulfillment of the obligations set out in the resolution of the Authority for the Regulation of Energy Networks and Environment 21 July 2016, 413/2016/R/com and subsequent amendments, the information on the processing is published 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) and n) and paragraph 23 to periodically check the quality of the services and the their effectiveness through customer evaluation.
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" - TIQV; the provision is available on the Authority's website www.arera.it) has established that a survey is carried out annually on the quality of the responses telephone lines provided to customers by the commercial call centers of the major power supplier companies and of gas, 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 they are addressed to the call centers of the main operators. The results of the survey will be made public in anonymous form, in compliance with the confidentiality profiles indicated by the legislation in force, within the Report 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 a information entered within the IVR of the call center, while waiting to speak with an operator the information on the survey is also published both on the sites of the sellers involved and on the ARERA site.
At the time of the call you can express, modify or update your consent to the processing of data for this specific investigation.
Having said that, pursuant to the European Regulation on the protection of personal data, the processing of the information concerning you will be based on principles of correctness, lawfulness, transparency and protection your privacy and your rights. Therefore, in fulfillment of the obligations established by the aforementioned Text integrated regulation of the commercial quality of sales services (available on the Authority's website www.arera.it) and in compliance with EU regulation 2016/678 on the processing of personal data yes provide the following information.
Purpose of the processing
Some data related to your call to the call center, provided by you to the seller, explicitly indicated in the following paragraph, will be treated, also electronically, to the extent and for the time strictly necessary for carrying out the opinion poll that the Authority for the Regulation of Energy, Networks and Environment (ARERA) will conduct in order to ascertain the quality of telephone services and, in particular, the satisfaction and expectations of customers of power and gas services who have turned to call centers.
If you are called back for the purpose of carrying out the telephone interview, and you consent to it, the data acquired during the same will also be processed, including by ARERA personnel who acts on the basis of specific instructions provided regarding the purposes and methods of treatment described above the possibility of not issuing the aforementioned telephone interview remains unaffected. In this case, the investigation will continue in the against the other subjects in the sample.
Basis of lawfulness of processing
The personal data necessary for carrying out this survey are data collected by sellers pursuant to the contractual and registration obligations provided for by the TIQV and will be processed by the Authority in the execution of the their duties in the public interest or in any case connected with the exercise of their powers. In particular, it does reference to the provisions of art. 2 of law 481/1995 for what is foreseen by the verifications of the degree of a customer satisfaction and the effectiveness of services.
The data controller for the "CALL CENTER QUALITY SURVEY" YEAR 2021 is the Regulatory Authority for Energy, Networks and the Environment (ARERA) with registered office in Milan, Corso di Porta Vittoria 27, 20122:
- email: firstname.lastname@example.org
- PEC: email@example.com
Data Protection Officer
The Data Protection Officer (DPO) can be reached at the following address: Regulatory authority for energy, networks and environment - Personal Data Protection Officer, Corso di Porta Vittoria 27, 20122 Milan:
- email: firstname.lastname@example.org
Recipients of the data
The personal data collected are processed electronically by staff of ARERA and Lutech S.p.A. which supplier of the development, maintenance and operational management services of the technological platforms used and by company personnel in charge of carrying out the investigation acting on the basis of specific instructions provided regarding the purposes and methods of processing, limited to the purposes described. Some data related to the your phone call, provided by you to the seller, will be treated temporarily, even electronically, in the measure strictly necessary for carrying out the satisfaction survey on the quality of the answers written to complaints and requests for information, year 2021.
The R.T.I. between IZI SPA and Centro Statistica Aziendale Srl carries out the investigation and is in charge of data processing necessary to carry it out. The person in charge of data processing is Luca Savo company IZI Spa, Via Cornelio Celso, 11 Rome:
- email: email@example.com
Types of data processed
The data processed relate to: the name of the person who spoke with the call operator center, the name of the holder of the supply contract to which the call refers, the service to which the call (electric, 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 merchant and relating to the contractual relationship established or to be established.
Optional provision of data
If you are called for the purpose of carrying out the telephone interview, and you consent to it, or if you the data acquired during the survey will also be processed the possibility of not to give the aforementioned telephone interview or not to answer the questionnaire. In that case the investigation it will continue towards the other subjects in the sample.
Rights of interested parties
At any time you can exercise your rights towards the data controller as provided by the art. 15-22 of the GDPR; in particular, it may ask to know the existence of data processing that can relate to it (right of access) will be able to obtain without delay the communication of the same data and their origin, 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; in addition, it has the right to revoke the consent, in whole or in part, for legitimate reasons, to the processing of personal data that the concern, even if pertinent to the purpose of the collection (right of opposition).
Duration of treatment
Deletion of data used for the purposes of the investigation: the Authority, at the end of the investigation after the delivery of the results anonymously and the control of the same will delete all the data files made available by the sales firms.
Right of complaint
The interested parties, having met the conditions, also have the right to lodge a complaint with the Guarantor for the protection of personal data, as a national supervisory authority or to take appropriate judicial offices.