RECORDING OF TELEPHONE CALLS - NOTICE ON DATA PROCESSING
1. Data Controller
Danubius Hotels Zrt.
registered seat: 1051 Budapest, Szent István tér 11.
represented by: Balázs Kovács CEO
2. Method of data processing
We hereby inform our guests that telephone conversations with our customer service are recorded.
2.1. Purpose of data processing:
Quality assurance. In the framework of quality assurance, our goal is to educate our employees and to enhance their communication practices, to simplify complaint management and thus to increase customer satisfaction.
2.2. Legal basis of data processing:
The legal basis of data processing is Danubius’s legitimate interest in quality assurance [Article 6(1)(f) of the GDPR]. We have performed the interest balancing test necessary for the processing of personal data based on legitimate interest. In the course of the test, we compared the interests of the parties to the conversation and those of Danubius and found that data processing is necessary and proportionate and that our company’s legitimate interest to record the conversations prevails over the interest of the parties to the conservation in not to record and process the telephone conversation.
You may object to the processing at any time using either of the contact details listed in Section 1. In this case, Danubius may not process the concerned recording except where it proves that processing is justified by compelling legitimate grounds that prevail over the interests, rights and freedoms of the data subject, or which are related to the submission, enforcement or defence of legal claims.
2.3 Duration of the processing:
- Recordings will be stored for three (3) months for the purpose of staff training.
- Recordings will be stored for one (1) year for the purpose of complaint management.
We use the system of VCC Live Hungary Kft. (registered seat: 1112 Budapest, Balatoni út 2/A. 5. em.) to manage and record calls.
3. Your rights
In addition to objecting to processing (Section 2.2), you may also request information about your data, request their rectification, deletion or the restriction of their processing. If you would like to exercise any of your above rights, please contact us using one of the contact details above. Please also note that you can lodge a complaint against the data controller at the supervisory authority (NAIH) or initiate legal action.