Customer Service Privacy Policy

 

In the following we would like to inform you in detail in accordance with article 13 of the EU General Data Protection Regulation (GDPR) about the processing of your personal data in the context of the processing of your inquiries by Lidl’s customer service.

The Data Controller pursuant to Article 4 (7) GDPR is Lidl Malta Ltd. with registered office in Triq il Karmnu, Luqa LQA 1311. If necessary, you can reach Lidl Malta Ltd. by telephone at 80062777 (available only in english from Malta on some service providers) or by e-mail at info@lidl.com.mt

Personal information provided by you when filling out our contact form, by telephone or by e-mail or via social media is, of course, treated as confidential. We use your personal data solely for the purpose of responding to your customer request. In order to identify you as a customer or to process your request, we may use personal data from your customer accounts at Lidl. The legal basis for processing your data is Article 6 (1) (f) of the GDPR. The legitimate interest in the processing of your personal data by Lidl arises from our intention to answer your request and thus to maintain and promote customer satisfaction.

We generally exclude the transfer of personal data to third parties outside of Lidl. By way of exception, personal data will be processed by service providers carefully selected by us and who work on our behalf. These are each carefully selected and appointed by us as Data Processors in accordance with Article 28 GDPR.

Furthermore, it may be necessary for us to forward extracts of your request to contract partners (e.g. suppliers for product-specific inquiries) in order to process your request. In these cases, however, the request will be anonymized beforehand, so that the third party cannot make any connection to you. If, in individual cases, the disclosure of your personal information should be required, we will inform you about this in advance and obtain your consent.

All personal information that you send to us in case of inquiries (suggestion, praise or criticism) will be deleted by us no later than 90 days after the given final response to you, or securely anonymized. The retention of 90 days is explained by the fact that you, as a customer, may occasionally need to contact us regarding the same issue again and we have to be able to refer to the previous correspondence. Experience has shown that usually after 90 days, questions about our answers no longer occur. Occasionally it may happen that for legal reasons (e.g. in insurance cases) we need to store your personal details for longer period. In these cases, we do not save your information longer than the statutory retention requirements allow. If you exercise your rights as a data subject, your personal data will be stored for a period of 5 years from our response, as evidence of the completeness of the information provided to you and of compliance with legal requirements.

According to the GDPR, you as the data subject also have the following general rights:

  • According to Article 15 (1) of the GDPR, you have the right, upon request, to obtain information free of charge about the personal data stored by Lidl concerning your person.
  • In addition, if the legal prerequisites exist, you are entitled to obtain rectification (Art. 16 of the GDPR), cancellation (Art. 17 of the GDPR) and restriction of the processing (Art. 18 of the GDPR) of your personal data.
  • If the data processing is based on Article 6 (1) (e) or (f) of the GDPR, you are entitled to exercise the right to object pursuant to Art. 21 of the GDPR. When an objection is entered, the processing of data ceases, unless Lidl can prove compelling and legitimate reasons requiring the continuation of the further data processing, which outweigh the interest of the person concerned in the objection.
  • If you have provided the processed data yourself, you are entitled to data portability according to Art. 20 of the GDPR.

Insofar as the data processing is based on consent pursuant to Art. 6 (1) (a) or Art. 9 (2) (a) of the GDPR, you can revoke the consent at any time with future effect, without affecting the lawfulness of the previous processing of data.

For the cases mentioned above or in case of questions or complaints please contact the Data Protection Officer in writing or by e-mail.

You also have the right to lodge a complaint with the appropriate Data Protection Supervisory Authority. The competent authority is either defined by your country or the country where the Data Controller has its Headquarters registered. 

You can reach our Data Protection Officer using the following contact information:

Lidl Italia S.r.l. Data Protection Officer
Via Augusto Ruffo 36,
37040 Arcole (VR)
privacymt@lidl.com.mt