Privacy Notice – Customer Support

The Croatian Academic and Research Network – CARNET, as the personal data controller, respects the privacy and security of its users. Therefore, through this privacy notice we wish to inform you which personal data we collect, how we use it, how we safeguard it, and what your rights are regarding the processing of that data.

The use of most CARNET services requires the processing of personal data, so special attention is paid to their protection in accordance with the General Data Protection Regulation and national regulations.

The data we collect

• phone call recordings
• User personal data (First Name; Last Name; Title; Username; OIB; Address; Contact details: phone, mobile, e-mail address; Submitted documents; User's affiliation with the institution; Requests)
• Institution data (Name; Location; Address; Contact details; Registration number; Domain; Services and projects; Documents; Users – User relationship with the institution: role, function, personal data; Requests)
• Service information (contact is logged depending on the service for which support is required).

Purpose of data collection

CARNET's Customer Support Service, in accordance with the General Data Protection Regulation (Regulation (EU) 2016/679), collects user personal data for the purpose of:

• evidencing
• documentation
• Providing support
• Employee training
• service improvements.

All personal data is used exclusively for the purposes for which it was collected.

The period for which personal data will be stored

• All personal data is deleted upon the cessation of the purpose for which it was collected, or upon the termination of the contractual relationship, and at the latest upon the expiration of all legal obligations related to the retention of personal data.
• Call recordings are kept for two years, after which they are permanently deleted.
• Data on institutions are kept in accordance with membership agreements concluded between CARNET and the member institution or the provisions and decisions of the Ministry of Science, Education and Sports.

Transfer of your personal data

The collected data will not be made available to third parties in any way, except in cases where such an obligation is regulated by law.

Access and update your personal information

Our users have the following rights:

• right to access data and inspect data
• Right to be informed about the processing of personal data
• right to data portability
• right to withdraw consent
• right to lodge a complaint
• right to rectification and amendment of personal data in case the data is incomplete or inaccurate
• The right to erasure in cases such as cessation of the purpose of processing, withdrawal of consent, or in case of objection.

The security of your personal data

We take all technical and organizational security measures to protect your personal data from unauthorized or unlawful processing and from accidental loss, destruction, or alteration.

Identity and contact details of the Data Protection Officer

CARNET has appointed a Data Protection Officer in accordance with the relevant regulations, whom you can contact for all questions related to the processing of your personal data or the exercise of your rights to data protection within CARNET.

https://www.carnet.hr/zastita-osobnih-podataka/

Supervisory body

If you have a complaint regarding your rights, you can submit it to the personal data protection supervisory authority, i.e., the Personal Data Protection Agency (AZOP).

Personal Data Protection Agency
Selska cesta 136
10,000 Zagreb
https://azop.hr/

Notification of Changes

All changes to the privacy notice will be posted on this page or made available to users in another appropriate manner in a timely manner.