Information pursuant to Article 13 of EU Regulation 679/2016 (“GDPR” - General Data Protection Regulation) on the processing of personal data carried out as part of customer care services.
Details on telecommunication channels
Enel Energia SpA (hereinafter also "EE"), with registered office in Viale Regina Margherita no. 125 - 00198 Rome, controller of the data acquired by its Customer Service, informs you that your data will be processed in compliance with to Article 13 of EU Regulation 679/2016 (“GDPR” - General Data Protection Regulation) for the purpose of offering you commercial and technical assistance and, more generally, customer care services.
Enel Energia processes all the personal data of Customers collected as part of its commercial and technical assistance and customer care services primarily with the use of computerised means and in full compliance with the provisions of the Privacy Code and community legislation.
The data collected by EE as part of the above-mentioned services, with particular reference to the recording of conversations, is processed not only for contractual purposes linked to the activation of energy service supplies and for changes regarding existing contracts, but also for purposes of monitoring the quality of the services offered directly by EE or through its partners, in order to verify the effectiveness of its customer service and effectively coordinate training activities for the persons in charge of the processing.
The personal data is processed by automated tools for the time strictly necessary to achieve the purposes for which it is collected, based on criteria related to the purposes described above. Specific security measures are implemented to prevent loss of the data, or its illegal or incorrect use and unauthorised access, with particular reference to processing connected with listening to and recording conversations.
As already communicated through the pre-recorded information messages, solely for the purposes described above, the content of the communications, also via telephonic means, with the Assistance Service and the responding Operator, can be accessed by other persons, Officers appointed for such a purpose or Persons authorised to conduct such processing by Enel Energia. In addition, conversations can be recorded and communicated to the competent overseers of the Authorities for the Sector, in compliance with current legislation.
Pursuant to Articles 15 - 22 of the GDPR, the Client, in relation to his or her own personal data, has the right to access and request a copy; request the correction; request cancellation; impose limitations regarding the processing; oppose the processing; receive the data in a structured format that is commonly used and readable using an automatic device; not be subjected to a decision based solely on automated processing. For the exercise of the rights and for the revocation of consent, it is possible to send communication to the dedicated inbox: firstname.lastname@example.org. The request will be actioned in the shortest possible amount of time and, in any case, within the terms set out in the GDPR. By using the telephone service and/or providing the data requested by the same, the interested parties guarantee that the personal data is correct, truthful and current.
Finally, it should be noted that, in the event that the Client gives an evaluation at the end of the call regarding the quality of the service provided by the individual operators, such will be acquired directly by the individual Enel Energia Business Partner responsible for the contact centre service on behalf of the Company.