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Customer contact and service

Information about the use of your data when you have contact with us.

What personal data do we use?

In order to answer your questions or help you solve a problem, we may occasionally need to use data provided by you, such as your contact details and your card number. In some cases, such as remote assistance, we may need to know the location of the Ticket Machine. In order to process complaints or requests, such as refund requests, we may also need to use your banking information.

When you request a duplicate or replacement for a personalised OV-chipkaart, we may ask you to submit a passport photo to print on the new OV-chipkaart.

We use a chatbot to communicate with you. Chatbots are useful for answering simple questions, such as questions about the timetable, a travel product or an e-ticket. For more complex, personal questions, you will be transferred to an NS employee, and the chatbot will only help by asking for your name and customer details. We may use anonymous data provided via the chatbot for analysis purposes and to improve the quality of the chatbot.

We also make use of outbound calling market research and scientific studies (outgoing telephone traffic), which means that we engage an intermediary who may call you for telemarketing purposes, as long as you have not exercised your right to object. We comply with the Code for Telemarketing 2021 Code for Telemarketing 2021 (CTM) - Stichting Reclame Code in this respect.

What do we use your personal data for?

We use your information for customer contact and service, including answering questions, processing complaints, reports and disputes, and returning lost and found items.

When you ask NS Customer Service a question or submit a complaint at the station, or contact NS Customer Service or NS Zakelijk Customer Service via telephone, e-mail, social media, chat, or post, we may ask for your contact details in order to process the question or complaint and to respond with additional information. We will only use these personal details for this purpose, and your personal information is only accessible for those persons within NS who are charged with the processing of your question or complaint.

We may record telephone- or online conversations as well as written correspondence between you and NS Customer Service or NS Zakelijk Customer Service in order to improve our services. We will not use these conversations for other purposes, and we ensure that the conversations are only accessible to those persons within NS who use the conversations for training purposes. In the event of a bomb threat, the conversation can be turned over to the authorities for further investigation. In order to improve our services, we may approach you for customer satisfaction surveys conducted by market research bureaus working under our responsibility, for example after we have had telephone contact with you. Customer satisfaction surveys are conducted to improve the quality of our services. We may also contact you to find out if you are satisfied with our products.

The principle behind the use of the information is: legitimate interest.

Processing this information is in the commercial interest of NS: it gives us the opportunity to provide optimal service to you, and to improve our services or address incidents as necessary. We take every security measure necessary to prevent or limit violations of your privacy.

The principle behind the processing is: consent.

With your consent, other carriers may also view your travel information in order to provide services to you.

With whom do we share this data?

With your permission, other carriers may also view your travel information in order to provide services to you. If you have granted permission, we will share your information with the relevant carrier or carriers. We have made agreements with the other carriers regarding the processing and storage of data.

We contract third parties to provide IT services. These parties process our information solely for our own internal use, and for no other purpose. We have made agreements with these parties pertaining to the processing of personal information.

Some NS Customer Service activities are contracted out to a party that has locations in the Netherlands and Suriname. We have made agreements with this party to implement the standard provisions required by the European Commission.

How long do we store your data?

We store questions, complaints and contact information for a maximum of 18 months after processing the request or complaint, unless the nature of the question or complaint requires us to store the information for a longer period.

We store recorded telephone conversations for a maximum of 59 days, and recorded chat conversations for a maximum of 18 months.