Privacy Statement

Name of register

Public Service Info customer service system

Registrar

Population Register Centre
Lintulahdenkuja 4, FI-00530 Helsinki, FINLAND
Tel. (switchboard) +358 295 535 001, email kirjaamo(at)vrk.fi

Contact person register-relatet matters

Customers unit, Public Service Info, Service Manager Minna Kuitunen
Tel. +358 295 535 106/+358 50 560 8986
minna.kuitunen(at)vrk.fi
Vuorikatu 1, FI-45101 Kouvola
Tel. (switchboard) +358 295 535 001, email kirjaamo(at)vrk.fi

Data Protection Officer

Noora Kallio, Leading Specialist
Lintulahdenkuja 4, FI-00530 Helsinki
Tel. (switchboard) +358 295 535 001, noora.kallio(at)vrk.fi

Retention period of the personal data contained in the personal data file

Personal data is retained for two years to make it possible to return to a customer's past service event. However, phone calls recordings are retained for two months only.

Purpose and legal basis for processing of personal data

The processing of personal data is based on the decree on certain tasks of the Population Information Centre (Väestörekisterikeskuksen eräistä tehtävistä annettu asetus 760/2017, section 1). The Population Information Centre provides and develops the Public Service Info service. Public Service Info is a general advisory service for public service users that supports the advisory services of other authorities. The purpose of Public Service Info is to raise awareness of public administration services and facilitate their use.

The data is used for responding to service requests received by Public Service Info maintained by the Population Register Centre and for forwarding the feedback received on the operation of public authorities. Data is also stored for the purpose of monitoring and improving the quality of the service. Phone calls are occasionally recorded for the purpose of training service advisors.

Public Service Info uses hosting and operational services provided by Elisa, Digia and Tieto.

Register data content

The following data is stored in the customer service system:
  • phone number, start and end time of the call, queueing time
  • language used in the service: Finnish/Swedish/English
  • email address, if provided by the customer
  • content of feedback or service request: what was asked and the given answer
  • other information submitted by the data subject in writing (chat, email, online form), e.g. name.

Phone calls are occasionally recorded for the purpose of training service advisors.

Customers hear an automatic message at the start of each telephone call informing them that the call will be recorded.

Standard sources of information

The information is collected from customers themselves.

Information transfer, disclosure and recipients

As a rule, no information is disclosed to third parties. If the matter concerns a service provided by a public authority and requires a response to the customer, the email address or the phone number is forwarded to the appropriate authority.

Under the law, information may also be disclosed to the police.

Transferring data outside the EU or the EEA

No personal data is transferred outside the EU or the EEA.

Principles of register protection

Manual materials

No manual materials is processed in the service.

Electronically processed material

The data is protected as required by legislation, paying special attention to information security. The register is used only by the controller and is retained on a server that has been protected by means of access control. Personal data can be processed only by the officials at Public Service Info. The server on which the data is stored is located in an area protected by access control.Service events are reported on a statistical basis and the users submitting service requests are not reported or specified.
Existence of automated decision-making
No automated decision-making or profiling is performed on the basis of the data processed by Public Service Info.
Right of inspection

A data subject has the right to request the controller to provide access to personal data concerning him/her, which means viewing the data stored on him/her in the Public Service Info customer service system. The request must be submitted in writing to the Population Register Centre’s registry office. The data subject should specify that the request for access concerns data processed by Public Service Info.

The controller must respond to the request by the data subject without delay, and, as a rule, access will be given within a month of the time the request was registered. However, the aforementioned one-month timeline can be extended by two months at the most, if this is required for examinations resulting from the request made by the data subject. The controller will notify the data subject of any possible extension to the period and of the reasons for the extension.

Right to demand data correction

A data subject has the right to demand that data stored on him/her by Public Service Info is corrected. The request must be submitted in writing to the Population Register Centre’s registry office. The data subject should specify that the request for access concerns data processed by Public Service Info.

The data subject must give a detailed description of what information must be corrected, the reason why the correction is needed, what he/she feels is the correct information and how the correction should be made.

The controller must respond to the request by the data subject without delay, and, as a rule, access will be given within a month of the time the request was registered. However, the aforementioned one-month timeline can be extended by two months at the most, if the correction requested by the data subject so requires. The controller will notify the data subject of any possible extension to the period and of the reasons for the extension.

Cancelling data subject’s consent

Processing of the personal data is not based on consent.

Other rights of the data subject related to personal data processing

The data subject does not have the right to request the deletion of their data, as the data processing is based on the law. For the same reason, the data subject does not have the right to object to the processing of their personal data or the right to have their data transferred to another system.

In certain cases, the data subject has the right to have the processing of personal data restricted based on Article 18 of the EU’s General Data Protection Regulation.

The data subject's right of appeal to the supervisory authority

The data subject has the right to lodge a complaint to the supervisory authority on the processing of his/her personal data. The complaint is submitted to the supervisory authority:

Office of the Data Protection Ombudsman, PO Box 800, 00521 Helsinki

Email: tietosuoja(at)om.fi

Other information

The privacy statement of the Public Service Info customer service system can be found on the website of the Population Register Centre (https://vrk.fi/en/data-protection), on the website of Public Service Info (https://www.kansalaisneuvonta.fi/en-US) and in the Population Register Centre’s registry office.

More information on general data protection at the Population Register Centre is available at https://vrk.fi/en/data-protection.