Privacy Statement

This Privacy Notice is issued by the National Transport Authority of Haymarket House, Smithfield, Dublin 7, D07 CF98 (“NTA”, “we”, “us”, “our”).

We operate a contact centre, the ‘Customer Contact Centre’ to respond to customer queries in relation to Transport for Ireland services. The purpose of this notice is to inform you of the data relating to you that we may collect and use in connection with the Customer Contact Centre, and the uses (including disclosures to third parties) we may make of such data.

If you have any questions about our use of your personal data, please contact us at privacy@nationaltransport.ie

Personal Data that we Collect and Process

We will collect and process personal data relating to you in connection with your use of the Customer Contact Centre and our relationship with you. This personal data may include:

• Information that you provide to our Contact Centre such as your name, contact details, including address, phone number, email address, and social media handle
• Information that you provide via the Contact Form on the Transport for Ireland website, including name, email, contact number, and attachments
• Information that you provide during an interaction with the Customer Contact Centre by phone, webchat, social media, email, or letter
• Information you provide when requesting accessibility assistance via the Customer Contact Centre
• Recordings of calls to the contact centre
• Information your provide by email, including attachments
• Your IP address if you contact our virtual assistant or use the web chat facility
• Information provided in relation to accessibility requests

If you use the Transport for Ireland Lost Property service, the personal data may include:

• Your name, email address and any other details you provide when reporting a lost property item
• A delivery name, address and instructions for return of your item via courier

Purposes of Processing and Legal Basis

For all the below purposes of processing, the legal basis is the performance of tasks that we carry out in the public interest and the exercise of official authority vested in us by law, including Section 10 of the Dublin Transport Authority Act 2008, as amended.

• To respond to customer queries
• To respond to customer complaints, including complaints about anti-social behaviour which may include details of other persons
• To escalate a contact to the appropriate team or agent
• To capture customer feedback on our services
• To respond to requests for accessibility assistance
• To manage ticketing enquiries and issues
• To notify customers of planned and unplanned service disruptions
• To respond to Parliamentary questions, FOI and Subject Access Requests
• To provide customer support
• To communicate with customers as part of the resolution of customer interactions
• To provide better customer service by linking multiple interactions for a single customer
• To manage lost property
• To capture an audit trail of user/agent activity for the purpose of quality control and monitoring of agents’ work
• To establish, exercise or defend legal claims;
• To perform our functions as a public authority and complying with our legal obligations.

If you use the Transport for Ireland lost property service and choose to have your item returned by courier, the legal basis for sharing your delivery details with the parcel delivery comparison website (Parcel2Go) and the selected courier company is consent.

Recipients of Data

We may disclose your personal data to other organisations in connection with the above purposes, including:

• To the operators of public transport services, where your enquiry relates to the them
• To the National Transport Authority, where your enquiry relates to them
• To  Capita, the third-party who we engage to provide the Customer Contract Centre and related IT systems and services
• Where you choose to have a lost property item returned by courier, you will be required to give consent for the delivery details you provided to be shared with the parcel delivery comparison site (Parcel2Go) and the courier you have selected. You may also choose to collect a lost property item from the transport operator lost property depot.
• Where permitted by law, to the Gardaí or other law enforcement authorities for the purposes of the prevention, investigation or detection of crime.
• In the instance of a claim against a company within the CIÉ Group, your data may be shared within the CIÉ Group of companies.

The following organisations support the TFI contact centre:

The following organisations support the lost property service:

Retention

We will not hold your personal data for longer than is necessary. We retain your personal data for as long as we need it for the purposes described in this Notice, or to comply with our obligations under applicable law and, if relevant, to deal with any claim or dispute that might arise between you and us.

Feedback, queries, complaints and other correspondence submitted on our website or by email, webchat, social media or phone, are retained for 13 months following case resolution.

Recordings of calls to the TFI customer contact centre are retained for 7 months.

Letter are destroyed 5 days after scanning, and the scanned images are kept for 13 months following case resolution.

Copies of social media interactions are kept for one year.

The retention period for Freedom of Information requests, responses and feedback is indefinite.

Transfers Abroad

The information you provide to the Authority is processed in the European Economic Area and in the UK, which is recognised by the European Commission as providing for an equivalent level of protection for personal data as is provided for in the European Union. This is solely for the purposes of the operation of the Customer Contact Centre.

Your rights

You have the following rights, in certain circumstances and subject to certain restrictions, in relation to your personal data:

• Right to access the data – You have the right to request a copy of the personal data that we hold about you, together with other information about our processing of that personal data.
• Right to rectification – You have the right to request that any inaccurate data that is held about you is corrected, or if we have incomplete information you may request that we update the information such that it is complete.
• Right to erasure – You have the right to request us to delete personal data that we hold about you. This is sometimes referred to as the right to be forgotten.
• Right to restriction of processing or to object to processing – You have the right to request that we no longer process your personal data for particular purposes, or to object to our processing of your personal data for particular purposes.
• Right to data portability – You have the right to request us to provide you, or a third party, with a copy of your personal data in a structured, commonly used machine-readable format.

Please note that these rights are not absolute and are subject to certain restrictions and exemptions. For example, the right to erasure of personal data will not apply where we have a legitimate interest to hold such data and we may continue to process your personal data, despite an objection by you, where we have compelling legitimate grounds for the processing which override your interests, rights and freedoms. If you wish to exercise any of the rights set out above, please contact us at privacy@nationaltransport.ie or you can contact our Data Protection Officer at privacy@nationaltransport.ie.

Updates

We may occasionally update this policy. We encourage you to periodically review this policy for the latest information on our privacy practices.

Complaints

If you are not happy with the way we are using your personal data or how we facilitate your rights or comply with our obligations under applicable data protection law,  you have a right to make complaint to the Data Protection Commission via  https://www.dataprotection.ie/website.