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Customers

1 Backround

Taksi Helsinki Oy, 0838031-9, (”Taksi Helsinki”, ”we” or ”us”), shall act as the controller when processing your personal data in connection with the use of Taksi Helsinki’s
taxi dispatch services and the customer app. We shall also act as controller when we
contact you in relation to Taksi Helsinki’s marketing and other communications.
In addition to Taksi Helsinki, a carrier covered by Taksi Helsinki’s order dispatch services
(“Carrier”) shall act with us where applicable as a joint controller in implementing taxi
services. You can read more about joint control implemented by Taksi Helsinki and the
Carrier in the sections “Joint controller arrangements” and “Provision and implementation of taxi dispatch services”.

This privacy policy outlines how we collect, process and share your personal data.
Personal data refers to all data that can be used to identify you.

It is important to us that you feel safe with regard to how we process your personal
data. We will undertake all necessary measures to protect your personal data and in order for your personal data to be processed in accordance with applicable data protection
legislation and our internal practices.

2 Joint controller arrangements

We shall act as a joint controller with the Carrier for personal data processing purposes
that relate to the provision and implementation of taxi dispatch services. Joint processing purposes to which joint control is applicable are listed in further detail in the
section “Provision and implementation of taxi dispatch services”.

The joint controller in the provision and implementation of taxi dispatch services is always the Carrier who accepted and received your order, and which provided the ordered
taxi ride. Carrier refers to a transport carrier acting as a legal person or as a private entrepreneur. For clarity, let it be known that references to the driver in this privacy policy
refer to a taxi driver (”driver”) who has passed a taxi permit test and operates under
the Carrier’s right to direct.

In accordance with general data protection legislation, we have a written agreement
with the Carrier concerning joint controller arrangements. Parts of the arrangements that
are essential to this agreement are as follows:

Taksi Helsinki is responsible for providing information about personal data processing relating to joint control using this privacy policy.
• Taksi Helsinki and the Carrier together shall establish a joint point of contact to
make it easier for you to exercise your rights in accordance with data protection legislation. This joint point of contact is Taksi Helsinki’s data protection officer, whose contact information can be found in the “Contact us” section.
• Despite what is mentioned above, you are entitled to exercise your rights in
accordance with data protection legislation towards both us and the Carrier.
You can find the Carrier’s contact information on the card attached to the taxi dashboard
and on the receipt from your taxi ride.

3 How do we collect your personal data

We collect your personal data in the following ways:
Personal data that you provide to us yourself, such as when you place an order, create a
user account for our customer app, provide a customer rating on your taxi ride, give
feedback, participate in any competitions we organise, and whenever you interact with
us directly.

Using automatic methods, for example when we generate an order number and automatically connect your order with the closest available taxi, when we record the telephone call that connects to our booking number, when you permit the customer app
to use your device’s location data, and when we provide you with loyalty points for
orders placed in accordance with our customer loyalty programme.

From the Carrier, for example, when the Carrier or driver provides notice that your order has been received and completed, and when we receive the driver’s or Carrier’s account of a situation relating to your feedback.

From third parties, for example from our customer app’s map service provider, if you have allowed
the collection of location data from your device, whereupon our map service provider will provide
us with your pick-up address information.

4 Why we process your personal data

Put simply, we process your personal data for the following purposes:
• To offer and implement taxi dispatch services.
• To implement Taksi Helsinki’s customer app and customer loyalty programme.
• For communication and marketing purposes.
• For safety and security purposes.
The purposes for which we process your personal data are outlined in further detail below.

5 Provision and implementation of taxi dispatch services

Distribution of orders, implementation of rides, and monitoring the completion of rides
We process your personal data when we receive your order and otherwise in connection
with the implementation of your taxi ride. Such processing of your personal data includes the reception of the order, generation of an order number, the assignment of
your order to the nearest available driver, linking the taxi’s location data to your order
and reception of information from the driver concerning the completion of the order.

Taksi Helsinki and the Carrier act as joint controllers in personal data processing relating
to assigning orders, implementing rides and monitoring the completion of rides.

Personal data groupsLawful basis
– Basic and identifying information
– Vehicle location information
– Order information
Purposes of legitimate interest (Taksi Helsinki). Personal data processing is necessary in order for us to be able to fulfil Taksi Helsinki’s and the Carrier’s purposes of legitimate interest relating to the distribution of orders,
implementation of rides and monitoring the completion of rides.
Agreement (Carrier). Personal data processing is necessary in order to implement the agreement on taxi transport between the Carrier and the customer, or at the customer’s request, to implement measures preceding the making of an agreement.
Storage period. We store personal data collected for this purpose for 2 years so that we are able to prepare for and defend ourselves or the Carrier in any possible legal claims. After this time, we will erase the aforementioned personal data in accordance with our internal practices.

Enabling communication between the driver and the customer
We process your personal data so that it is possible for you to communicate with the
driver about your order. We will share your contact information with the driver so that
the driver can call you, for example, if they cannot find you at the agreed pick-up
point.

Taksi Helsinki and the Carrier act as joint controllers in personal data processing relating
to enabling communication between the driver and the customer.

Personal data groupsLawful basis
– Basic and identifying information
– Contact information
– Order information
Purposes of legitimate interest (Taksi Helsinki). Personal data processing is necessary in order for us to fulfil Taksi Helsinki’s and the
Carrier’s purposes of legitimate interest relating to enabling communication between the driver and the customer.
Agreement (Carrier). Personal data processing is necessary to implement the agreement concerning taxi transport between the Carrier
and the customer, or at the customer’s request, to implement measures preceding the making of an agreement.
Storage period. Personal data processed for this purpose will be stored for the duration of the driver’s shift. Taksi Helsinki will nevertheless store personal data processed in order to distribute orders, implement rides and monitor the completion of rides for the aforementioned 2 years. After this time, we will remove the aforementioned personal data in accordance with our internal practices.

Implementing customer support relating to taxi orders and informing
the customer of the taxi’s location

If you contact us to ask about the location of a taxi or other matter relating to your order, we will
process your personal data in order to provide customer support. This is important so that we can,
for example, direct you and/or the driver to the correct pick-up location. You can obtain up-to-date
information about the location of the taxi that will fulfil your order using Taksi Helsinki’s customer
app.

Taksi Helsinki and the Carrier act as joint controllers in personal data processing relating
to enabling communication between the driver and the customer.

Personal data groupsLawful basis
– Basic and identifying information
– Contact information
– Order information
– Vehicle location information
Purposes of legitimate interest (Taksi Helsinki). Personal data processing is necessary so that we can fulfil Taksi Helsinki’s and the Carrier’s purposes of legitimate interest relating to the implementation of customer support relating to the taxi order and the provision of information to the customer.
Agreement (Carrier). Personal data processing is necessary to implement the agreement concerning taxi transport between the Carrier
and the customer, or at the customer’s request, to implement measures preceding the making of an agreement.

Storage period. If you contact us by phone, we will save a recording of the call for 30 days after reception of the phone call to verify business transactions and to ensure the quality of the service centre’s operations. Taksi Helsinki will nevertheless store personal data processed in order to distribute orders, provide rides and monitor the completion of rides for the aforementioned 2 years. After this time, we will remove the aforementioned personal data in accordance with our internal practices

Dealing with customer reviews and feedback in order to ensure
the quality of the customer experience

We will process your personal data if you submit a review or give feedback concerning
e.g. your order or your driver using the Taksi Helsinki customer app, our website, or
another equivalent feedback channel. In such cases, we will process your personal data
when we receive your feedback, check the information pertaining to the order and its
completion, and possibly when asking the driver for their account of a situation relating
to your feedback.

Personal data groupsLawful basis

– Basic and identifying information
– Contact information
– Order information
– Vehicle location information
– Customer reviews
– Additional information you provide in feedback
– Driver’s account

Purposes of legitimate interest (Taksi Helsinki). Personal data processing is necessary in order to fulfil Taksi Helsinki’s purposes of legitimate interest relating to dealing with customer reviews and feedback, and to ensuring the quality of the customer experience.

Storage period. We store personal data collected for this purpose for 2 years so that we are able to prepare and defend ourselves or the Carrier in any possible legal claims. After this time, we will erase your aforementioned personal data in accordance with our internal pratices.

Verifying business transactions and quality control for service centre operations

We record incoming telephone conversations to our Taksi Helsinki booking number. Recording takes place so that we can record your order and if necessary, verify the business transaction relating to the taxi dispatch order. We can also use the recording to monitor the quality of our service centre’s operations if you provide feedback about the customer service you received from the booking number.

Personal data groupsLawful basis
– Telephone call recordings
Purposes of legitimate interest. Personal data processing is necessary in order for us to fulfil Taksi Helsinki’s purposes of legitimate interest relating to the verification of business transactions and quality control of the service centre’s operations.

Storage period. Telephone call recordings will be stored for 30 days after the call is received unless it is necessary to store the call for longer in order to prepare for and defend ourselves against any legal claims.
6 Implementation of customer app and customer loyalty programme

Provision of customer app, creation of user accounts and management of customer relationship

When you create a user account for Taksi Helsinki’s customer app or otherwise use the customer app, we will process your personal data in order to manage the customer relationship and customer app. We also process your personal data in connection with use of the app in order to ensure the basic security of the app and to implement the requests you make in the customer app. The creation of a user account is not required for use of the customer app, but a user account will allow you to receive better advantages, such as the opportunity to become a VIP or SuperVIP customer as part of our customer loyalty programme.

Personla data groupsLawful basis

– Basic and identifying information
– Contact information
– Marketing consent information
– Log in information

Agreement. Personal data processing is necessary in order to implement the agreement between Taksi Helsinki and the customer concerning the use of the customer app, or at the customer’s request, to implement measures preceding the making of an agreement.

Storage period. We store personal data collected for this process for as long as the user account maintained by the customer is active. The customer can use the customer app’s ”My account” functionality to manage for how long the customer account and related personal data is stored. In other words, the customer themselves determines for how long their user account and the related personal data are stored.

Implementing improved service features at the customer’s request

In order to be able to offer you better and faster service, we make it possible to order a taxi based on your device’s location data. If you so allow, Taksi Helsinki’s customer app will access your device’s location data and share it with our customer app’s map service provider so that we can determine your pick-up location. You can read more about personal data processing relating to ordering a taxi, assigning orders, and providing rides in the section “Provision and implementation of taxi dispatch services”.

Personla data groupsLawful basis
– Customer’s device location data
Agreement. Personal data processing is necessary in order to implement the agreement between Taksi Helsinki and the customer concerning the use of the customer app, or at the customer’s request, to implement measures preceding the making of an agreement.
 
Consent. The processing of device location data is based on your consent, or the unambiguous expression of consent as outlined in the Information Society Code, to the collection of location data.

Storage period. Taksi Helsinki does not store location data; instead, it is shared with our customer app’s map service provider, which stores the information for a period specified by the service provider.  Our customer app’s map service provider is specified in more detail in the section “Recipients with whom we share your personal data”.

Implementation of the customer loyalty programme to encourage customer commitment

When you create a user account for Taksi Helsinki’s customer app, you also join Taksi Helsinki’s customer loyalty programme. You will not be able to join the customer loyalty programme without creating a user account. When placing an order by phone or by using the customer app, we will process your personal data in order to automatically identify whether your order history entitles you to a VIP or SuperVIP level. If the conditions are met for VIP or SuperVIP level, we will automatically put you at the front of any queue. We continuously show up-to-date information on your customer loyalty level and the customer loyalty points you have accrued in the customer app. You will always be awarded 10 customer loyalty points for each taxi order. You need 100 customer loyalty points to reach VIP or SuperVIP level.

Personal data groupsLawful basis

– Basic and identifying information
– Contact information
– Order information
– Customer loyalty points
Agreement. Personal data processing is necessary in order to implement the agreement between Taksi Helsinki and the customer concerning the customer loyalty programme, or at the customer’s request, to implement measures preceding the making of an agreement.

Storage period. In accordance with the customer loyalty programme, VIP or SuperVIP customership requires at least 10 orders to be placed over a period of 60 days. We store data relating to customer loyalty points for 60 days from the last order that is eligible in accordance with the customer loyalty programme. Otherwise, we store personal data relating to the order for the aforementioned 2 years. After this time, we will remove the aforementioned personal data in accordance with our internal practice

Enabling smoother payment via the customer app

We allow for payment for a taxi ride using the customer app. In this situation, processing of personal data includes adding your payment card information to the payment service provider Netaxpet’s service, which is integrated into our customer app, and providing you with receipts for payments. We do not save or store your payment card information; instead, we simply allow for this information to be collected and stored by the payment service provider via our customer app.

Personal data groupsLawful basis


– Basic and identifying information
– Order information
– Payment information

Agreement. Personal data processing is necessary in order to implement the agreement between Taksi Helsinki and the customer concerning the taxi ride, or at the customer’s request, to implement measures preceding the making of an agreement.

Storage period. We will store personal data collected for this purpose for approx. 6 years in order to comply with obligations set by accounting legislation. After this time, we will remove the aforementioned personal data in accordance with our internal practices.

Measuring and monitoring use of the customer app to develop our services We can collect data relating to use of the customer app by means of our customer app’s analytics service providers. They help us to find out, for example, how users move in the app, as well as other user-related information, such as user volume statistics and other anonymous linked data pertaining to users and the use of the customer app. We are able to use this data to measure and monitor use of the customer app in order to be able to further develop and provide better services for you. Data collected for this purpose is not direct personal data, and instead is based on your online identifiers.

Personla data groupsLawful basis
– Online identifiers
Purposes of legitimate interest. Personal data processing is necessary in order for us to fulfil Taksi Helsinki’s purposes of legitimate interest relating to the measurement and monitoring of the use of the customer app and to developing our services.

Storage period. Taksi Helsinki does not store online identifiers; they are instead shared with the analytics service providers who store the data for periods specified by the relevant service providers. Our customer app’s analytics service providers are specified in more detail in the section “Recipients with whom we share your personal data”. Statistics and reports which do not contain personal data are stored indefinitely.
7 Marketing and communications

Sending digital marketing communications to promote the Taksi Helsinki brand

If you subscribe to our newsletter or other corresponding marketing content that is sent automatically, we will process your personal data in order to deliver the content or communications about our brand and services to which you have subscribed.

Personal data groupsLawful basis

– Basic and identifying information
– Contact information
– Marketing consent information

Consent. The sending of digital marketing communications is based on your consent.

Storage period. Personal data will be stored for as long as your subscription is active. Your personal data will be erased once you unsubscribe (you can withdraw your consent using the link in the marketing communications, or by otherwise contacting us).

Sending customer information notices relating to our business operations or services

If changes to our business operations or services take place, or if we deem it important to inform you about the status or continuity of our business operations or services, we can process your personal data in order to provide you with customer communications about the matter by e-mail, for example.

Personal data groupsLawful basis

– Basic and identifying information
– Contact information

Purposes of legitimate interest. Personal data processing is necessary in order for us to fulfil Taksi Helsinki’s purposes of legitimate interest relating to the provision of customer communications concerning our business operations or services.

Storage period. Personal data will be stored until we have delivered the communication in question to you. We will then delete the list relating to the sending of the customer notice

Social media channel maintenance and advertisements to promote the Taksi Helsinki brand

We can process your personal information when maintaining our social media channels and when implementing marketing on social media. This personal data processing includes e.g. communication with you on our social media channels. We can also process or enable the processing of your personal data by providing targeted advertising commissions to our social media advertising partners and when receiving statistics and reports on the implementation of advertising.

Personal data groupsLawful basis

– Basic and identifying information
– Information you provide during contact with us
– Social media profile

Purposes of legitimate interest. Personal data processing is necessary in order for us to fulfil Taksi Helsinki’s purposes of legitimate interest with regard to social media channel maintenance and advertising and to the promotion of our brand.

Storage period. Personal data will be stored for as long as you follow us on social media. Personal data relating to targeted advertising will be stored for the duration of the advertising campaign. Statistics and reports which do not contain personal data are stored indefinitely.

Organisation of competitions and prize draws to promote the Taksi Helsinki brand

We process your personal data if you participate in a competition or prize draw organised by us. In such cases we will process your personal data e.g. when receiving information relating to participation, when contacting winners, and when delivering the competition or prize draw prize to the prize-winner.

8 Safety and security

Recording camera surveillance in taxis

We can process your personal data in connection with recording camera surveillance in taxis to ensure safety and the protection of property, and for investigative purposes. Read more about how your personal data is processed in connection with recording camera surveillance here.

Compliance with legal obligations

We can process your personal data if it is necessary in order for us to fulfil our legal obligations, for example in order to comply with accounting legislation or to meet an obligation received from the police concerning the disclosure of data. Personal data that we process in order to comply with legal obligations consist of the personal data groups listed in this privacy policy, which are necessary in order to fulfil the relevant legal obligation.

Establishment, exercise and defence of legal claims

We can process your personal data if this is necessary in order to defend ourselves from legal claims, such as in connection with court cases. Personal data that we process in this situation consists of the personal data groups listed in this privacy policy or of additional information received in connection with the legal claim.

Automatic decision-making

We can use your personal data to make decisions automatically. Such automatic decision-making may concern:

  • Matching you with an available taxi. You will automatically be matched with a certain taxi based solely on which taxi is closest to you.
  • Automatically identifying your customer level in accordance with the customer loyalty programme. If we identify you as a VIP or SuperVIP-level customer, we will automatically move you to the front of any queue in order to provide you with faster service.

We can also permit our partners to carry out measurements and to perform analytics services, and to report to us on the results of these actions. These companies can utilise automatic decision-making in connection with the aforementioned actions.

We believe that the automatic decision-making we carried out, including profiling, will not have a significant impact on your rights as stated in data protection legislation or on you otherwise.

9 Recipients with whom we share your personal data

If necessary, we will also share your personal data with other parties. We divide recipients of your personal data into service providers and other recipients. Service providers are personal data processors who process personal data on behalf of Taksi Helsinki Oy for the purposes specified in this privacy policy. Other recipients who may receive your personal data include controllers and they process your personal data for their own purposes.

We can share your personal data with the following recipients:

Service providers

We use different service providers to implement the processing purposes specified in this privacy policy. Service providers process your personal data on our behalf, and we are responsible for the actions of the service providers we use when processing your personal data. These service providers may change, but they include the provider of the taxi dispatch system, the payment service provider, IT and infrastructure service providers, software development service providers, customer service and customer feedback system providers, the customer service telephone system provider, electronic marketing messages and newsletters provider, the customer app analytics service provider and an accounting agency.

We are the controller for personal data processing carried out by a service provider on our behalf.

Other recipients

If necessary, we will share your personal data with other recipients who themselves act as controllers when processing your personal data.

RecipientPurposeLawful basis
Carriers
We will share your personal data with a Carrier for purposes relating to providing and implementing taxi dispatch services. In addition, if you pay for your taxi order directly through the customer app, we will share the payment receipt for the order with the Carrier.

Purposes of legitimate interest.  This processing is necessary for the provision and implementation of taxi dispatch services and for the fulfilment of the purposes of legitimate interest relating to the rendering of accounts between Taksi Helsinki and the Carrier.
Google Maps
We can share your device’s location data with Google if you use our customer app and allow access to your device’s location data. In these cases, the purpose of the processing of your personal data is to implement the customer app’s improved service features at your request.

Agreement. Personal data processing is necessary in order to implement the agreement between Taksi Helsinki and the customer concerning the use of the customer app.
 
Consent. The processing of device location data is based on your consent, or the unambiguous expression of consent as outlined in the Information Society Code, to the collection of location data.
Facebook SKD
We can share your online identifiers with Facebook for the purpose of measuring and monitoring the use of the customer app, and developing our services.

Purposes of legitimate interest. Personal data processing is necessary in order for us to fulfil the purposes of legitimate interest relating to the measurement and monitoring of the use of the customer app and to developing our services.
Social media platforms
We can share your personal data with social media platform providers if you follow us on social media. We can also allow for the processing of your personal data by social media platform providers if we assign them a targeted advertising commission.

Purposes of legitimate interest. Personal data processing is necessary in order for us to fulfil the purposes of legitimate interest with regard to social media channel maintenance and advertising and to the promotion of our brand.
External advisers
If necessary, we can share data with external advisers, such as auditors and law firms, if the law so requires or if it is necessary to share personal data in order for us to prepare for and defend ourselves against any legal claims

Statutory obligation. Processing is necessary in order to comply with our statutory obligations.
 
Purposes of legitimate interest. Processing is necessary in order to fulfil our purposes of legitimate interest with regard to the pursuit of legal claims or defence against them.

Courts, opposing parties, etc.

We can share your personal data with courts, opposing parties, etc. if it is necessary for our defence in any legal claims presented against us.

Purposes of legitimate interest.  Processing is necessary in order to fulfil our purposes of legitimate interest with regard to our defence against legal claims.
10 Why do we process personal data?

We always aim to store and process your personal data within the European Union/European Economic Area. Some service providers or other recipients may, however, be located outside of the European Union/European Economic Area. In order to appropriately safeguard your personal data, we ensure the use of appropriate protective measures by recipients who process your personal data outside of the European Union/European Economic Area. Such protective measures include e.g. data transfer agreements applicable to the international transfer of personal data. If you have any questions about the countries to which your personal data is transferred, and what protective measures are applied to protect your personal data, or if you would like a copy of such protective measures, please contact tietosuojavastaava@taksihelsinki.fi.

11 Your rights

In accordance with data protection legislation, you have certain rights with regard to the processing of your personal data. If you wish to submit a request concerning your rights, we will process your personal data to the extent necessary to fulfil your rights in connection with your request. Submit a request to exercise your rights by contacting us at tietosuojavastaava@taksihelsinki.fi.

You have the right to:

Access your personal data

You have the right to access your personal data that we process. We will provide you with this data unless we have a legal reason to refrain from disclosing the data, or if disclosing the data would have a detrimental effect on the rights and freedoms of third parties. Please note that you are also able to view and update your own data using Taksi Helsinki’s customer app.

Update your personal data

You have the right to request the rectification or completion of inaccurate or incomplete personal data. Please note that you are also able to view and update your own data using Taksi Helsinki’s customer app.

Withdraw your consent

Wherever we process your personal data with your consent, you have the right at any time to withdraw your consent. Please note that you are able to withdraw your consent to marketing in Taksi Helsinki’s customer app.