Please use our customer service and GVB Service & Tickets office if you have any questions, comments, complaints or claims in relation to our travel products or services.
Why does GVB use your personal data?
When you get in touch with our customer service, you will usually be asked to provide personal data that is necessary to help you and to be of good service to you. This could be in relation to settling complaints, incidents, questions, travel information, assessing and paying out refund requests in the event of a delay or rectifying failed top-up transactions.
In the event of questions, complaints or requests in relation to a personal OV-chipkaart, GVB Service & Tickets may ask you to provide a valid form of ID and customer service may ask verification questions. This is in order to verify whether you are actually the card holder or contract holder, so that personal data doesn't end up in the wrong hands.
Telephone conversations with our customer service will also be recorded for training purposes for our customer service staff and the evaluation of the effectiveness and quality of our customer service, t enable us to further improve the services we provide.
Which personal data is processed by GVB?
When you get in touch with our customer service directly or contact us by other means (such as social media or completing online forms for refund requests, for example), we will process your personal data that is necessary to provide service. Depending on your question, complaint or claim, we will process the data for the settling thereof. This could be your contact details, complaint, question or claim details, employer details (for travel products via the employer), Facebook and Twitter accounts, refund details, date of birth, travel details, bank details, product details or OV-chipkaart data. Some data is provided to us by you personally. We already have other data in our systems, such as customer data that we keep as up to date as possible by merging from different systems. With your consent, we may also consult your travel information with the OV-chipkaart in order to improve the service we provide to you. Telephone conversations are also recorded if you contact our customer service by phone.
You may also contact our customer service anonymously, and our customer service will settle your question or complaint without recording personal data. This is only possible if you do not wish to receive any feedback from us to your question, remark or complaint. If that is something that you want, it will be necessary to process your personal data. Claims cannot be submitted anonymously. In order for claims to be settled, processing of your personal data is necessary at all times.
Basis for processing
Execution of the agreement forms the basis for the settlement of questions, claims and refund requests related to your travel product or our terms and conditions of transport.
Justified interest forms the basis for processing for other questions, comments, complaints or claims that arrive at our customer service and are being settled. GVB has a business interest in a customer service that is working properly in order to improve or adapt the service it provides to its travellers. That is also in the interest of the traveller who wants to be helped. The interest of GVB in that case is then greater than the potential violation of your privacy caused by the processing. We also apply safeguards to protect your privacy, such as by only processing data that is necessary for the settlement and only giving employees access to this data insofar as this is necessary for the exercising of their role.
In order to settle a complaint, question or comment, it may be necessary to consult your travel information that you have generated using your OV-chipkaart. Customer service asks for insight into your travel information in relation to your OV-chipkaart number, combined with the end date of your card. You are thereby giving your consent for your travel information to be inspected. If you do not wish to provide this data, in some cases it will not be possible to handle your complaint, question or comment. If your complaint, question or comment relates to a different public transport company, our customer service will refer you to this transport company and we will not handle this complaint, question or comment.
Justified interest forms the basis for using the recorded telephone conversation. GVB has a justified interest in investigating the effectiveness and quality of the customer service and training its customer service employees properly to improve or adapt its customer service. That is also in the interest of the traveller who can ultimately receive better help. In that case, the interest of GVB is greater than the potential violation of your privacy caused by the processing. Furthermore, you will be notified in advance that conversations are being recorded and you may even decide what you do and do not share with us.
Period of retention
We retain your personal data that we use for customer service purposes for up to 18 months after the question, comment, complaint or claim has been settled. We retain any recorded conversations for training purposes, evaluation of the effectiveness and quality of the customer service for up to 3 months after recording.
Who do we share the data with?
If you have travelled with GVB, your travel information may be consulted by the customer service of other transport companies in order to provide service to you. Conversely, GVB customer service may also consult your travel information at other transport companies. Such information is consulted via an online portal that is only accessible to transport companies. Access is enabled by Translink Systems B.V. (“Translink”), the party which, together with the transport companies, is the controller in this matter. Without your consent, your travel information will not be consulted (either at GVB or another transport company). Transport companies and Translink have reached agreements in this regard so that your travel information is handled carefully.
We share your personal data with processors who process personal data on the instructions of or on behalf of GVB. These processors are cloud providers, hosting services, and IT service providers.
Depending on the content of the question, comment, complaint or claim, it can sometimes be necessary to pass it on to our insurance company for further settlement, such as in connection with a claim or incident. The insurance company itself is controller for the processing of your personal data.