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Safety during your journey

Information about how your details are used to guarantee your safety during the journey.


What personal data do we use?

The safety of our travellers and employees is of great importance to us, which is why we use camera surveillance. These cameras let us record and review situations and allow us to act quickly in the event of incidents so that we can investigate and prosecute any violations or criminal offences.

At the request of the Ministry of Infrastructure, NS is conducting a test in the Flirt trains to allow travellers to report when they feel unsafe in the train via WhatsApp, and later via text message as well. The WhatsApp or text message brings the traveller into direct contact with the NS Emergency Desk, which can call on the assistance of NS staff if necessary. The test began in the region Southeast Netherlands, and will eventually be scaled up to cover the entire country. The service will require us to use your telephone number.

What do we use your personal data for?

Security is an issue that we take very seriously. In principle, rail travel is a safe mode of transport, but unsafe situations may occur, or passengers may feel that a situation is unsafe due to the actions of aggressive travellers without a ticket, vandals or loiterers, or large crowds around the access gates.

The grounds for processing the data is: justified interest.

One of the measures we take for increased safety is camera surveillance in stations and in trains. In practice, this has turned out to be a key tool in preventing, investigating, and prosecuting criminal offences, or tackling other violations. It is also a useful tool for identifying the formation of large crowds, and it enables NS to take measures to ensure the safe and smooth passage through the access gates. These cameras are clearly visible and you are informed of their presence by means of images on stickers. NS and its travellers all benefit from camera surveillance. We have also installed cameras on the front and rear of some train series. These cameras help us to process incidents on the rails, and can also be used to prevent such incidents in the future.

Security personnel and Service & Safety employees are authorised to use their bodycams in all stations and trains, which they wear to guarantee your safety as well as their own. They can activate the camera and record the images from the bodycams when they see an unsafe situation arise.

Without this footage, we would not be able to investigate incidents or to ensure the safety of our travellers and employees. We believe this outweighs the risk of violating the privacy of a traveller or employee. We ensure that all footage is stored securely and that access to the footage is limited to authorised personnel only; the personnel equipped with bodycams cannot access the images.

The purpose of the test is to determine whether NS can improve safety and contact with travellers in the train via WhatsApp and text messages and offer an opportunity to report socially unsafe situations. During every conversation, you will have the option of informing us of what you think about the service and the handling of your report by clicking on the link in the conversation. Your answers will be processed by an external research bureau for analysis purposes using anonymous data.

With whom do we share this data?

We contract third parties to provide IT services, such as the incident reporting service described above. 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.

We are authorised to share your information with law-enforcement agencies, such as the police, with an eye on tracking and preventing criminal offences.

We are authorised to provide your personal information to parties outside the European Economic Area under certain circumstances. In that event, we will take suitable measures with these parties, for example by agreeing to the standard provisions required by the European Commission.

How long do we store your data?

Only authorised personnel have access to the footage. If no incident has been recorded, the footage is retained for 28 days, after which it is deleted. All train footage is retained for 7 days. In case of an incident, all footage is retained until the incident has been handled and processed in its entirety.
Your telephone number will be stored for 14 days for the purposes of this test.