Privacy Notice – Customer Care
Effective from:
Published at:
This document describes how Volvo Cars (as defined below) processes your personal data when you contact and engage with our customer care service (hereinafter “Customer Care Queries”).
You can find below:
1. Who we are
The entity responsible for the processing of personal data in relation to Customer Care is Volvo Car Malaysia Sdn. Bhd., having its registered office at 25th Floor, Menara Hong Leong, 6 Jalan Damanlela, Bukit Damansara, 50490 Kuala Lumpur, Malaysia [Registration No.: 199901007530 (482430-K)], hereinafter referred to as “Volvo Cars”, “we”, or “us”.
2. What personal data we process and why
The Customer Care Queries involve the processing of the following categories of personal data:
- In order to handle the matter of concern for which you contact us via the internet, app, call center or other channel, we manage your query and provide you with relevant support. For example, we answer questions that are related to Volvo Cars´ products and services or handle complaints. For this purpose, we process your contact information, customer information, car-related information, case information, and, in case that you are inquiring about a Care by Volvo subscription, financial information related to your subscription (subject to the availability of such services in your country). The legal basis of the data processing is our legitimate interest.
- If you reach out to us, and have agreed to participate in a survey, we also process your data for the purpose of performing customer satisfaction surveys. The goal of this activity is to generate and analyse customer feedback related to our products, services, brand, and communications. For this, we process your first and last name, phone number, and your responses to our questions. The legal basis of the data processing is your consent.
- If you are not yet a customer of Volvo Cars, we also process your personal data for the purpose of lead management, i.e., the handling of prospective customer´s interests. That means that we register you in our systems as a person interested in our products and/or services. For this purpose, we process your name, chosen contact method (phone, e-mail, chat, etc.), contact information, recommended or preferred retailer, and particular interests with regards to our products and services. The legal basis of the data processing is our legitimate interest.
- We will identify the categories of personal data that are mandatory to be provided by you with an asterisk (*) (collectively, “compulsory personal data”). We may refuse to process the personal data for any of the purposes above if you fail to supply the compulsory personal data.
- When you provide personal data relating to a third party, you must ensure that such third party has read this privacy notice and consented to Volvo Cars collecting the third party personal data for any of the purposes prior to the supply of such third party personal data to us.
3. How long we keep your data
The data that is processed for case and lead management is kept for 12 months. If case-related data is needed in order to exercise or defend legal claims, we keep such data for 84 months. The customer satisfaction survey responses data is be kept for 6 months.
4. Who we share your personal data with
We will share your personal data with the following categories of third parties, on a need-to-know basis including but not limited to:
- Our processors supporting our activity in general, such as providers of IT solutions;
- Our processors supporting Customer Care Queries, which are limited by contract in their ability to use your personal data for any purpose other than to provide services for us in compliance with each data processing agreement in place:
- salesforce.com, inc. (Germany, USA) – customer relationship management solution.
- Five9, inc. (United Kingdom) – cloud call center software that is used for inbound and outbound phone calls.
- Medallia, Inc (EU, United States) – customer feedback analysis tool.
In some of these situations the use of the processors involves transfer of personal data outside of Malaysia, and you consent to such transfer.
5. Your rights in relation to the data processing we perform
You have specific legal rights granted by the Personal Data Protection Act 2010 relating to the personal data we process about you. You can withdraw your consent or object to our processing of your data, access the data we hold about you upon payment of a prescribed fee, ask for rectification or restriction of your data, and finally you can file a complaint with a data protection supervisory authority.
Details about your rights – what they mean, when and how you can exercise them - can be found in our Customer Privacy Policy.
You are responsible for ensuring that the information you provide to us is accurate, complete, not misleading and kept up to date. You may update your personal data by contacting Volvo Cars through the methods provided below.
6. Contact information
In order to exercise your rights, please use the applicable web form mentioned above. If you have any other questions regarding the subject matter of personal data protection, you can contact us at the following contact details:
Volvo Car Corporation
Post address: Volvo Car Corporation, Assar Gabrielssons Väg, SE-405 31 Gothenburg, Sweden
E-mail address: globdpo@volvocars.com
Volvo Car Malaysia Sdn. Bhd.
Designation: Digital Manager
Postal Address: Lot 01-13A, 13A Floor, Menara Symphony, No. 5, Jalan Prof. Khoo Kay Kim, Seksyen 13, 46200 Petaling Jaya, Selangor, Malaysia
Email Address: mycare@volvocars.com
Phone Number: 1800-88-1728
7. Changes to our Privacy Notice
We reserve the right, at our discretion, to modify our privacy practices and update and make changes to this privacy notice at any time. For this reason, we encourage you to refer to this privacy notice on an ongoing basis. This privacy notice is current as of the date which appears at the top of the document. We will treat your personal data in a manner consistent with the privacy notice under which they were collected, unless we have your consent to treat them differently.