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SOLVIT privacy statement

What is SOLVIT?

SOLVIT aims to deliver fast and informal solutions to problems encountered by citizens and businesses when their EU rights are being denied by public authorities in another EU country.

SOLVIT acts as a network of national centres. There is a SOLVIT centre in each EU country and in Iceland, Liechtenstein and Norway.

Every SOLVIT case is handled by 2 SOLVIT centres:

  • home centre – the centre in the country that has the closest links with the complainant (for example on the basis of nationality, residence or place of establishment) and
  • lead centre – the centre in the country where the alleged breach of EU law occurred.
     

Which laws govern data protection by SOLVIT?

  • The IMI Regulation (SOLVIT uses the IMI system)
  • Regulation (EU) 2016/679 (and the relevant implementing acts in each country) – this governs the processing of personal data by national SOLVIT centres
  • Regulation (EU) 2018/1725 pdf – this governs the processing of personal data by the European Commission.
  • National dataprotection law: this governs the processing of personal data by the national SOLVIT centre you are in contact with.

See also the legal notice covering Commission websites.

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Which data do we process when you submit a problem to SOLVIT?

Your full name, full address, e-mail address, telephone number, nationality, and any other personal data contained in your enquiry.

If available, documents in support of the case will also be added to your file in the SOLVIT application.

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Who can access your data and for what purposes?

  1. The 2 SOLVIT centres and the competent authority involved in your case – but only what is necessary to reply to your enquiry or/and to provide you with a solution.
  2. European Commission staff, to:
    • avoid parallel treatment of the same problem submitted to the European Commission by means of another procedure
    • offer informal legal advice if asked by any of the SOLVIT centres involved in a case
    • decide on a possible follow-up after closing the case
    • resolve technical issues affecting the SOLVIT application
    • further assess your case if SOLVIT can't provide a solution (only if you agree).
  3. Other EU help services – if SOLVIT transfers your case (only with your agreement) and data to another, more suitable service (Your Europe Advice or Europe Direct Contact Centre).
  4. The SOLVIT partner organisation that has submitted the case on your behalf (if applicable).
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Can you refuse access to your data?

In most cases, to respond to your problem, SOLVIT needs the specific details of your case, including personal data such as contact details.

You can request that the home centre receiving your case does not disclose your data to the lead centre responsible for finding a solution (including the competen authority/ies). But in many cases this will prevent the lead centre from investigating the case and they may refuse to handle it. If that happens, the home centre will inform you.

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How long will your data be stored?

  • For 18 months after your case is closed – it will be visible in the SOLVIT application, but subject to the access restrictions explained under “who can access your data and for what purposes?” and “can you refuse access to your data?
  • For 18 months after that – the data will be blocked (inaccessible). It can be accessed only if a justified request is made, for specific purposes (e.g., evidence of an exchange).
  • 3 years after your case is closed – all your personal data will be automatically deleted.
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Security measures to prevent unauthorised access

There are different levels of access to the SOLVIT application, each secured by a user ID, password and additional digital code similar to that used in online banking.

External communication with the database is also protected by https, a dedicated, secure internet protocol.

Access to the personal data in the application is given only to the parties referred to in 'Who can access your data and for what purposes?'.

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Access to your data

You will have no direct access to your data in the SOLVIT application. If you want to know which of your data are being or have been processed, or wish to get such data modified or deleted, please contact us.

You can also ask the home centre in your case for a full record of all your data and have them correct or delete incorrect data. They will do this as soon as possible – and no later than 30 days after receiving your request.

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SOLVIT mailbox

You can send us any query you have regarding SOLVIT. The Commission department running SOLVIT will process your data only to the extent necessary for responding to you.

To be able to respond, this department may have to forward your message to another Commission department. If so, you will be notified of this by email.

We will not forward your query to anyone outside the Commission. If contacting a third party is the best way of dealing with your query, we will advise you to do this yourself.

We store your query and related data only as long as needed to respond and (possibly) follow-up after the initial reply.

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Data controller contact information

SOLVIT Team Leader
Internal Market, Industry, Entrepreneurship and SMEs
Single Market Service Center – Unit R.2
European Commission
1049 Brussels
BELGIUM

E-mail: solvit@ec.europa.eu.

Do not use this e-mail address to submit problems to SOLVIT – instead use our online complaint form.