Privacy Notice – Customer Care

This document describes how Volvo Cars (as defined below) processes your personal data when you contact and engage with our customer care service (hereinafter “Customer Care Queries”).

You can find below:

1. Who we are

The entity responsibility for the processing of personal and/or sensitive personal data in relation to Customer Care is Volvo Auto India having its registered office at BPTP Park Centra, Sector 30, NH-8, Gurgaon – 122017, India, hereinafter referred to as “Volvo Cars”, “we”, or “us”.

2. What personal data we process and why

When you contact our Customer Care for raising a query, your personal data is collected by us. This data is hosted on a cloud server in Germany.

In order to handle the matter of concern for which you contact us via the internet, through the Volvo Cars website, app, call center or other channel, we manage your query and provide you with relevant support. For example, we answer questions that are related to Volvo Cars´ products and services or handle complaints. For this purpose, we process your contact information, customer information, car-related information, case information, and, in case that you are inquiring about a Care by Volvo subscription, financial information related to your subscription.

If you reach out to us, and have agreed to participate in a survey, we also process your data for the purpose of performing customer satisfaction surveys. The goal of this activity is to generate and analyze costumer feedback related to our products, services, brand, and communciations. For this, we process your first and last name, phone number, and your responses to our questions.

If you are not yet a customer of Volvo Cars, we also process your personal data for the purpose of lead management, i.e., the handling of prospective customer´s interests. That means that we register you in our systems as a person interested in our products and/or services. For this purpose, we process your name, chosen contact method (phone, e-mail, or chat), contact information, recommended or preferred retailer, and particular interests with regards to our products and services.

3. How long we keep your data

The data that is processed for case and lead management is kept for 12 months. If case-related data is needed in order to exercise or defend legal claims, we keep such data for 12 months. The customer satisfaction survey responses data is be kept for 6 months.

4. Who we share your personal data with

We will share your data with the Volvo Car Corporation (“VCC”), our parent company in Sweden, for processing of your data. We may also share your personal data with the following categories of third parties, on a need-to-know basis:

Our processors

For compliance of law

We may disclose your personal data/sensitive personal data without consent where such disclosure is necessary for compliance of a legal obligation.

Consent

In most cases, we will secure your consent before transferring your personal data and/or sensitive personal data to any of these entities. We may transfer your personal data to any of these entities without your consent, if it is necessary for the performance of a lawful contract with you. While transferring your data. we will ensure that any such entity to whom the data is transferred ensures the level of data protection required under the SPDI Rules.

Your personal data may be retained by Volvo Cars and Volvo Group of Companies.

5. Your rights in relation to the data processing we perform

You have specific legal rights granted by the Information Technology (Reasonable security practices and procedures and sensitive personal data or information) Rules, 2011 (“SPDI Rules”) relating to the personal/sensitive personal data we process about you. If you do not accept the terms of this Privacy Notice, you can choose not to provide your consent for processing of your personal data; however, please note that in this case you will not be able to access our Customer Care Features.

You can also access your personal data that we hold, ask for review of your personal data, amend/and any data found to be inaccurate/deficient, and finally you can file a complaint with our Grievance Officer by using the web form provided at Section 7 below.

6. Security Practices and Procedures

Volvo Cars has in place reasonable Security Practices and Procedures and a comprehensive documented information security program and information security policies with adequate managerial, technical, operational and physical security control measures to protect your personal/sensitive personal data against unauthorised disclosure or access, accidental or unlawful destruction, accidental loss or alteration, and any other unlawful forms of processing.

We aim to ensure that the level of security and the measures adopted to protect your personal/sensitive personal data are appropriate for the risks presented by the nature and use of your personal data.

7. How to contact us

In order to exercise your rights in relation to your personal data collected by uss under GDPR, please use the applicable web form. If you have any other questions regarding the subject matter of personal data protection, you can contact us at the following contact details:

Volvo Auto India

Postal address: BPTP Park Centra, Sector 30, NH-8, Gurgaon – 122017

Contact Person: Data Protection Coordinator India

E-mail address: dpchamp@volvocars.com

8. Changes to our Privacy Notice

We reserve the right, at our discretion, to modify our privacy practices and update and make changes to this privacy notice at any time. Whenever we make substantial changes to this notice that would affect the consent that you are providing, we will inform you of the changes, and seek fresh consent to those terms. This privacy notice is current as of the date which appears at the top of the document. We will treat your personal data collected through your interaction with Customare Care services in a manner consistent with this privacy notice, unless we have your consent to treat them differently.