Data protection information for contact by telephone

A service telephone number that you can use to contact our service centre can be found on our website. You can contact our service centre to make general enquiries, submit damage reports, lodge complaints and request an offer for a rental car reservation.

The date and time of the call and details of the person taking the call are always stored.

Depending on the enquiry, information that you provide may be stored in our customer database.

Option 1: general enquiry

To process a general enquiry, we require the following information:

  • First and last name
  • Form of address
  • E-mail address

Further information (if necessary):

  • Booking number
  • Telephone number
  • Company

Option 2: damage report

To process a damage report, we require the following information:

  • Personal details
  • Booking details
  • Refund details
  • Details of the damage
  • Various documents:
    • Local rental agreement
    • Lessor’s damage report
    • Proof of payment
    • Police report (if necessary/available)

 

Option 3: complaint

To process a complaint, we require the following information:

  • Personal details
  • Booking details
  • Refund details
  • Details of your experience, the reason for the complaint
  • Various documents relating to vehicle rental, e.g.
    • Rental agreement
    • Credit card statement
    • Images

Option 4: rental car offer

To provide you with a rental car offer, we require the following information:

  • Place of rental
  • Date and time of collection
  • Date and time of return
  • Desired vehicle category
  • To send the offer (if necessary):
    • First and last name
    • Form of address
    • E-mail address

 

Recording telephone calls

We selectively record telephone calls for quality assurance and training purposes. If this occurs, consent will always be obtained from the caller prior to the start of the call. If consent is not granted, the content of the call will not be recorded.

A call is evaluated only by the team leader / trainer and the employee who took the call.

Legal basis for data processing

The processing of data for a damage report, complaint or to provide an offer forms part of the contract performance/initiation and has its legal basis in Art. 6(1) b) of the GDPR.

Depending on the content of the call, the legal basis for processing data collected in the course of a ‘general enquiry’ can be provided by Art. 6(1) b) or also Art. 6(1) f) of the GDPR.

Your personal data from recorded telephone calls is processed on the basis of your consent. The legal basis is provided by Art. 6(1) a) of the GDPR.

Purpose of data processing

The processing of the personal data that we receive serves solely to process the enquiry. Herein also lies the required legitimate interest in the processing of data.

The recording of telephone calls serves to improve the quality of our service and ensure the quality of the support provided to customers and interested parties.

Duration of storage

The data stored subject to the options specified is deleted when the purpose ceases to apply, provided that no legal reasons (retention periods, traceability) dictate otherwise.

Recordings of telephone calls are deleted following completion of the training measure, provided that this is within a period of four weeks. If no evaluation is performed within four weeks, the recordings will be deleted automatically after this time.

If consent is withdrawn, the recordings will be deleted immediately.

Withdrawal and removal options

You have the option at any time to object to the processing and storage of your personal data. Depending on the legal basis for processing, the data will be deleted or locked if further use of the data entered is not required and no legal reasons (retention periods, traceability) dictate otherwise.

Your consent to the recording of telephone calls can be withdrawn at any time.