PRIVACY STATEMENT
As the Consumer Mediation Service, we are responsible for processing your personal data. This statement applies to the Consumer Mediation Service website and any affiliated companies whose websites link to this statement. If you have any questions about our privacy statement, you can contact us using the details below:
Data controller – Consumer Mediation Service
Boulevard du Roi Albert II 8 bte 1
1000 Bruxelles
Email: privacy@mediationconsommateur.be
Why do we process your data?
Your personal data is processed by the Consumer Mediation Service for the following purposes and on the basis of the following provisions:
Your personal data is used to process your request for an amicable settlement as a consumer.
Your personal data is collected as part of our general interest missions. This purpose is recognized as a legitimate basis for processing personal data under Article 6.1, e) of the GDPR.
Please note that if the Consumer Mediation Service does not have the necessary data, your complaint cannot be taken into consideration.
What data is processed?
To this end, we may request, process and store the following personal data about you:
Personal identity data: surname, first name, address, telephone number, email address
Personal characteristics: gender, nationality, date of birth
We will only use the data collected for the purposes for which it was obtained.
Who processes your data?
The data provided will be processed by the Consumer Mediation Service team exclusively for the purpose of dealing with your complaint. Please note that if the Consumer Mediation Service is not competent, your data may be transferred to the competent qualified entity which will deal with your complaint subject to grounds of inadmissibility.
List of qualified entities:
- Ombudsman for Telecommunications
- Financial disputes ombudsman (Ombudsfin)
- Ombudsman for the notarial profession
- Insurance Ombudsman
- Construction Conciliation Commission A.S.B.L
- Automobile reconciliation commission
- Energy mediation service
- Travel disputes committee
- Mediation service for the postal sector
- Mediation service for the trein passengers
- The lawyers’ mediation service of the French- and German-speaking Bar Association Consumer Arbitration Commission for Textile Care (CACET)
- Bailiffs’ Ombudsman
We only process the personal data of minors (people under the age of 16) with the written authorisation of their parent(s) or legal guardian(s).
This list is completed by mediators who are not included in the above list but who are members of Ombudsman.be, the Belgian network of mediators. These are :
- Brussels Ombudsman
- City of Ostend Ombudsman
- The Federal Ombudsman
- The Mediator of Wallonia and the Wallonia-Brussels Federation
- The Flemish Ombudsman
- Pensions Mediation
- General Delegate for Children’s Rights
- STIB mediation service
- Regional Mediation Service for Energy (SRME)
- CWaPE
- City of Ghent Ombudsman
- Antwerp City Ombudsman
- Ombudsman for the town of Saint-Nicolas
- Ombudsman for the commune of Ixelles
- Mediator of the German-speaking Community
- Office of the Ombudsman for the German-speaking Community
Cross-border cases, between a consumer and a company not established in Belgium but in another EEA Member State, are transferred to the ECC, the European Consumer Centre.
Shelf life
The Consumer Mediation Service will not retain personal data for longer than is necessary for the purposes for which it was provided or as required by law.
Your personal data will be kept for a period of 5 years from the date of receipt.
Where the complaint results in an out-of-court settlement or recommendation, this document is signed by the Chair of the Management Committee. Your file will be kept for 7 years from the date of signature.
Your rights with regard to your data
You have the right to consult, correct or delete the personal data we have received from you. We will make every effort to process your request within two weeks of receiving it.
You may also object to the processing of your personal data (or part thereof).
Finally, you have the right to the transferability of your data. We may ask you to identify yourself before granting these requests.
Complaints
If you have a complaint about the processing of your personal data, we invite you to contact our services directly.
You also have the right to lodge a complaint with the Data Protection Authority, which is the supervisory authority for the protection of privacy.
Amendment to the privacy statement
The Consumer Mediation Service may amend its privacy statement. Any changes will be published on our website.
