Privacy statement of the PRH’s customer service

This privacy statement describes how the PRH processes personal data to organise its customer service, process customer feedback and to implement administrative registration of matters. The PRH processes personal data as part of the management of its official duties.

Controller and contact persons

Controller

Finnish Patent and Registration Office (PRH)
Mailing address: Finnish Patent and Registration Office, FI-00091 PRH, Finland
Street address: Sörnäisten rantatie 13 C, Helsinki, Finland
Tel. (switchboard): +358 29 509 5000

Representatives of controller

Customer feedback:
Liinu Lehto
Email: liinu.lehto[at]prh.fi
Tel. +358 29 509 5309

Recording camera surveillance at the customer service point:
Jukka Meriläinen
Email: jukka.merilainen[at]prh.fi
Tel. +358 29 509 5615

Customer account service, invoice and cash information:
Pekka Heikkinen
Email: pekka.heikkinen[at]prh.fi
Tel. +358 29 509 5984

Case and document management system:
Sini Heikkinen
Email: sini.heikkinen[at]prh.fi
Tel. +358 29 509 5975

Details of beneficial owners:
Ville Tornberg
Email: ville.tornberg[at]prh.fi
Tel. +358 29 509 5409

Payment service:
Lasse Koivisto
Email: lasse.koivisto[at]prh.fi
Tel. +358 29 509 5227

Phone calls, chat and chatbot sessions, Virre Information Service, Information Service of the Finnish Register of Associations, information service on beneficial owners:
Kirsi Lahtinen
Email: kirsi.lahtinen[at]prh.fi
Tel. +358 29 509 5000

Data protection officer

Tel. +358 29 509 5000
Email: tietosuojavastaava[at]prh.fi

Purpose and legal basis of processing personal data

In the PRH’s customer service, personal data is processed for the following purposes:

handling of customer contacts
provision of information services
development of services
quality assurance
management of customer and contractual relationships
processing of payments
management of the appointment service
internal marketing surveys and analyses
compilation of statistics
recording and processing of general administrative matters.

You can use several different customer service channels to contact us (telephone, email, chat, information services). The PRH saves the calls to service numbers for quality assurance and staff training purposes.

Personal data is also processed as part of the camera surveillance of the PRH’s customer service facilities to ensure and enhance the safety of the personnel and customers.

The processing of the personal data is based on the performance of a task carried out in the public interest in accordance with Article 6(1)(e) of the EU’s General Data Protection Regulation (679/2016).
The task carried out in the public interest is described in detail in section 2 of the Act on the Finnish Patent and Registration Office (578/2013).

The PRH also processes personal data to comply with the legislation generally applicable to official activities, such as:

section 8 of the Administrative Procedure Act (434/2003)
section 5 of the Act on the Provision of Digital Services (306/2019).

The PRH collects information on customers to whom it discloses information on companies’ beneficial owners, personal identity codes and the home addresses of persons living abroad. Customer requests concerning this information are stored in the PRH’s electronic case management system. Compliance with Article 6(1)(c) of the EU’s General Data Protection Regulation (controller’s statutory obligation) serves as the legal basis for processing personal data.

Personal data storage periods

The storage periods of the personal data processed in connection with the customer service vary according to the intended use of the personal data and any legislation on the storage of personal data.

Personal data concerning the processing of customer feedback is stored as long as it is necessary for the intended use of the data but no longer than two years.

Customer service call recordings are stored for 6 months, chat sessions for 2 years, contact history data for 12 months and appointment data for 3 months.

The data in the customer register of the information service for beneficial owners is stored for 5 years.

After the termination of a contractual relationship, the personal data of the Virre Information Service and the Information Service of the Finnish Register of Associations is stored for a maximum of 6 years in connection with the implementation of accounting regulations and otherwise in connection with a contractual relationship.

Personal data entered in the case and document management system is stored in accordance with the Archive Act (831/1994) and the PRH’s archive formation plan.

The camera surveillance data of the customer service point is stored for about 6 months.

Personal data processed by the PRH

The personal data content may vary depending on the intended use of the personal data.

The following personal data is processed in the PRH’s customer service:

identity data (name, date of birth, language)
personal identity code
contact information (address, phone number, email)
details of financial position
log data
image recordings
phone call recordings.

As a rule, the PRH does not process special categories of personal data referred to in the EU’s General Data Protection Regulation.

Regular data sources

As a rule, we obtain the personal data from customers through contacts and contact channels. Personal data is also accumulated when the customers use the PRH’s online services. Personal data is also obtained from the data collected in connection with the PRH’s activities.

Customer identification data is obtained from the Digital and Population Data Services Agency through the Suomi.fi e-Identification service.

Disclosure of data

As a rule, no data is disclosed to third parties. We may only disclose your personal data in situations required and permitted by law.

Transfer of data to countries outside the EU or the EEA

No personal data is transferred outside the EU or the EEA or to international organisations.

Automated decision-making

No personal data is used for automated decision-making.

Rights of the data subject

Right of access

If you cannot use online services to check your details, you can submit a request to access your personal data to the PRH
by email
by post (Finnish Patent and Registration Office, FI-00091 PRH, Finland)
by telephone (+358 29 509 5000)
by visiting our customer service point in Helsinki.

We recommend that you use secure email if you submit the request by email. Select ‘Control of your details’ as the message recipient. Read the instructions and send secure email.Avautuu uuteen välilehteen

Be prepared to prove your identity.

Right to rectification of data

You have the right to rectify inaccurate and incorrect personal data on you.

Give the following information in the rectification request:

the data you want to correct (word for word)
proposed changes (word for word)
justification for the proposed changes
your name
your contact information (such as email address or phone number).

You can submit the rectification request to the PRH

by email
by post (Finnish Patent and Registration Office, FI-00091 PRH, Finland).

We recommend that you use secure email if you submit the request by email. Select ‘PRH Registry’ as the message recipient. Read the instructions and send secure email.Avautuu uuteen välilehteen