Our privacy statement provides detailed information about the processing of your personal data when using the "ConsumerConnect" website.
1. WHO IS THE DATA CONTROLLER?
The__ Federal Public Service Economy, SMEs, Self-Employed and Energy__, headquartered at Rue du Progrès 50, 1210 Brussels and registered with the Crossroads Bank for Enterprises under number 0314.595.348 (hereinafter the "FPS Economy"), is the data controller for the processing of your personal data within the framework of ConsumerConnect.
Further information on the tasks of the FPS Economy can be found on our website.
Contact:
Federal Public Service Economy, SMEs, Self-Employed and Energy
Data Protection Officer - Office of the President
Rue du Progrès, 50
1210 Brussels
Email: dpo@economie.fgov.be
2. WHAT PERSONAL DATA DO WE PROCESS AND WHY?
2.1. Your Use of the ConsumerConnect Website
When you visit our website, we process certain personal data, such as IP addresses and technical data collected by cookies, to ensure the proper functioning and security of our website.
The processing of personal data to ensure the proper functioning and security of our website is based on a legal obligation (Art. 6.1 (c) GDPR). This processing is primarily necessary to meet our obligation to inform you and to assist you in your search for information on consumer protection (Art. 4.1° of the ConsumerConnect Law). In this respect, we use technical and functional cookies that are strictly necessary.
The processing of personal data to analyse the use of this website is based on your consent (Art. 6.1 (a) GDPR). To do this, we use analytical cookies and always ask for your prior consent.
Further information on the use of cookies can be found in our Cookies Policy.
2.2. Asking Questions via ConsumerConnect
ConsumerConnect allows consumers to ask questions on consumer protection (Art. 4. 2° of the ConsumerConnect Law).
Legal Obligation (Art. 6.1 (c) GDPR)
When you submit a question via ConsumerConnect, we process personal data to meet our legal obligation to answer consumer questions (cf. Art. 1° of the ConsumerConnect Law).
| What personal data do we process? | How did we obtain this personal data? | How long do we keep this data? | Who has access to this data? |
|---|---|---|---|
| - Contact details: email address, postal address or telephone number - Additional information: i.e. information provided by the consumer in support of their question (and which may contain personal data relating to the consumer, their representative or a third party). |
Directly from the consumer and/or their representative (by form, telephone or email). | Three years from the date on which we answered the question. | Subcontractors responsible for our technical infrastructure. |
2.3. Reporting to the FPS Economy Inspection Services or Other Inspection Services
ConsumerConnect offers consumers the possibility of notifying the FPS Economy inspection services or other inspection services of a possible violation of the economic regulations (Art. 4.3° of the ConsumerConnect Law).
Legal Obligation (Art. 6.1 (c) GDPR)
By submitting a report via ConsumerConnect, the FPS Economy processes personal data to meet its legal obligations to follow up on reports from consumers or their representatives (Art. 6. 2° of the ConsumerConnect Law).
| What personal data do we process? | How did we obtain this personal data? | How long do we keep this data? | Who has access to this data? |
|---|---|---|---|
| Identification data (first) name, age range, post code and gender of the consumer - Contact details: email address or telephone number - National register number if it is necessary to check whether the consumer is not registered with the Central Individual Credit Register. - Additional information provided in support of the report (and which may contain personal data on the consumer, their representative or third parties). |
Via a form in ConsumerConnect, directly from the consumer and/or their representative. | If the FPS Economy inspection service processes the report: ten years from receipt of the report or, if an inspection file has been opened, ten years after closure of the file/final end of any legal proceedings. - If the FPS Economy inspection services are not competent: one year from the transmission of the report to the competent inspection services. |
- Subcontractors responsible for our technical infrastructure. - If the FPS Economy inspection services are not competent: other inspection services. A list of these Inspection Services can be found in Appendix 2 of this Privacy Statement. |
2.4. Applying for Mediation for a Consumer Dispute
ConsumerConnect allows consumers to use a mediation service (Art. 4.4° of the ConsumerConnect Law).
Legal Obligation (Art. 6.1 (c) GDPR)
When submitting a mediation request for a consumer dispute in ConsumerConnect, the FPS Economy processes personal data to satisfy the legal obligation of enabling consumers to issue such requests (cf. Art. 6.3° of the ConsumerConnect Law).
| What personal data do we process? | How did we obtain this personal data? | How long do we keep this data? | Who has access to this data? |
|---|---|---|---|
| Identification data (first) name, age range and gender of the consumer - Contact details: email address or postal address - Personal data necessary for the mediation services to carry out their legal duties - Information provided in support of the request (and which may contain personal data on the consumer, their representative or third parties). |
Via a form in ConsumerConnect, directly from the consumer and/or their representative. | For a period of three years from: - the date of transmission of this data to the competent entity, if this entity does not use ConsumerConnect to manage the dispute, OR - the date on which this entity closes the file, if this entity does use ConsumerConnect to manage the dispute. |
- Subcontractors responsible for our technical infrastructure. - Mediation services, i.e. the Consumer Mediation Service or another entity competent to process the request. A list of Mediation Services can be found in Appendix 1 of this Privacy Statement. |
2.5. Creating and Using an Account
ConsumerConnect allows consumers to create an account. Consumers can create this account to:
- consult the status of their question or request for mediation of a consumer dispute; and/or
- consult the answer to the question, if it has been answered in writing by the FPS Economy.
Legal Obligation (Art. 6.1 (c) GDPR)
When consumers create and use an account in ConsumerConnect, the FPS Economy processes personal data to meet the legal obligation to allow the consumer access to this account (Article 6, 4°-5° of the ConsumerConnect Law).
| What personal data do we process? | How did we obtain this personal data? | How long do we keep this data? | Who has access to this data? |
|---|---|---|---|
| - Personal data relating to the presentation of a question and the submission of a request for mediation of a consumer dispute (see Parts 2.2 and 2.4 of this policy); - The initiation date of your procedure and the status of your inquiry; and - National register number. |
Directly from the consumer and/or their representative, using electronic identification via an electronic identification tool. | Regarding consultation of the status of questions or requests for mediation of a consumer dispute: - for one year from the date on which the answer to the question was provided or the file closed by the competent mediation service. Regarding the FPS Economy's answer to your question: - three years from the date on which an answer was provided. |
- Subcontractors responsible for our technical infrastructure. |
2.6. Anonymising Personal Data for Statistical Purposes
The FPS Economy anonymises the personal data collected in connection with ConsumerConnect for the purpose of compiling and updating demographic statistics on ConsumerConnect users.
Legal Obligation (Art. 6.1 (c) GDPR)
FPS Economy processes personal data to meet its legal obligation to compile demographic statistics on ConsumerConnect users (cf. Art. 8, 8° of the ConsumerConnect Law).
| What personal data do we process? | How did we obtain this personal data? | How long do we keep this data? | Who has access to this data? |
|---|---|---|---|
| All the personal data mentioned in Part 2 of this privacy statement may be anonymised. | Via a form in ConsumerConnect, directly from the consumer and/or their representative. | After anonymisation (making it impossible to identify the consumer), for an indefinite period. | Subcontractors responsible for our technical infrastructure. |
3. WHAT ARE YOUR RIGHTS AND HOW CAN YOU EXERCISE THEM?
You have a wide range of rights relating to your personal data, which you can exercise with regard to the FPS Economy. These rights include the following:
- Right of Access: Request to view and obtain a copy of your personal data held by us.
- Right of Rectification: Request corrections to your personal data in cases of error, inaccuracy, or incompleteness.
- Right to Erasure (Right to be Forgotten): Request the deletion of your personal data if it is no longer necessary or if its processing is unlawful.
- Right to Object: Object to the processing of your personal data for reasons related to your specific situation.
- Right to Restrict Processing: In certain cases, request limitations on the processing of your personal data.
- Right to Withdraw Consent: Withdraw your consent if the processing of your personal data is based on that consent.
- Right to Data Portability: In some cases, request the transfer of your personal data in a structured, commonly used, and machine-readable format to another data controller.
If you wish to exercise your rights or if you have a question about how the FPS Economy processes your personal data, please contact the FPS Economy's Data Protection Officer (DPO):
Federal Public Service Economy, SMEs, Self-Employed and Energy
Data Protection Officer - Office of the President
Rue du Progrès, 50
1210 Brussels
Email: dpo@economie.fgov.be
We will process your request within one month. Exceptionally, if your request is complex, this period may be extended by two months (i.e. a maximum of three months in total). We will always inform you of this extension within one month of your request.
Always be clear about which of the above rights you would like to exercise and the type of response you want (e.g. by email, post, etc.). Please note that in some cases, we may request additional documentation, including a copy of your ID, to ensure that we are helping the right person.
You can make a complaint to the Data Protection Authority if you consider that the FPS Economy has not processed your personal data in accordance with the current regulations:
Data Protection Authority
Rue de la Presse, 35
1000 Brussels
Email: contact@apd-gba.be
Appendices:
- Appendix 1: Mediation services
- Appendix 2: Inspection services
Latest version of the Privacy Statement: 18 March 2024
Relevant Regulations:
Appendix 1: Mediation Services
Mediation services facilitate the out-of-court resolution of consumer disputes (mediation of consumer disputes), as referred to in Article I.19, 4°, of the Code of Economic Law. The following mediation services are available under the ConsumerConnect Law:
- Telecommunications mediator,
- Financial disputes mediator (Ombudsfin),
- Ombudsman for notaries,
- Insurance Ombudsman
- Construction Conciliation Commission A.S.B.L.
- Consumer Mediation Service,
- Energy ombudsman,
- Travel Dispute Commission,
- Postal Sector Mediation Service,
- Ombudsdienst Consumentengeschillen Advocatuur,
- Service Ombudsman des avocats de l'Ordre des barreaux francophone et germanophone,
- Trade Ombudsman,
- Consumer Arbitration Commission - Textile care sector,
- Ombudsman for bailiffs.
Appendix 2: Inspection Services
- Social Research and Information Service,
- Financial Services and Markets Authority,
- Belgian Institute of Postal Services and Telecommunications,
- Federal Agency for the Safety of the Food Chain,
- Federal Agency for Medicines and Health Products,
- Federal Public Service Finance,
- Federal Public Service Public Health, Security of the Food Chain and Environment,
- Federal Public Service Mobility and Transport,
- Belgian Competition Authority,
- National Bank of Belgium
- Federal Judicial Police,
- Other competent inspection services.
