FrieslandCampina Privacy Statement
Everyday, Royal FrieslandCampina provides millions of consumers all over the world with dairy products containing valuable nutrients. At FrieslandCampina, we feel responsible to protect the personal data of our consumers and business partners and to safeguard your privacy. We believe in the importance of keeping our services transparent, personal and reliable. We invite you to familiarize yourself with this Privacy Statement, which we developed to inform you about the way we collect, use and protect your information.
1. About This Privacy Statement
2. AT A GLANCE – How We Use Your Information
Click on the following topics to find out how we are using your personal information.
Contacting Customer Service
Subscribing to a Newsletter
Participating in Contests, Events and Loyalty Programmes
Visiting Our Websites & Using Our Apps
Taking Part in Panels, Tastings Surveys
Interaction Via Social Media
2.1 Contacting Customer Service
If you contact our customer service by telephone, email, social media or by completing an online form, we register your query in our customer service database. We also register your name, address, telephone number, email address and all other personal data provided by you.
We only use the data to respond to you, handling your complaints and, after removing all items that relate to you, for improving our products and services.
Your personal information will be stored for no more than two years.
2.3 Participating in Contests, Events and Loyalty Programmes
You can take part in our contests and events. Examples are our prize contests, cashback actions, (free) samples, sweepstakes, loyalty programmes and organised excursions to farms.
We collect your personal data, such as your name, address, email address and age. Your information is used to confirm your registration, to verify eligibility and to execute the event. If you subscribe to a newsletter when taking part in an event, we link the information to your (newsletter) profile.
In addition this Privacy statement, campaigns or promotions may be governed by additional privacy terms. Please take a moment to familiarize yourself with such terms before participating in any such campaigns or promotions.
Your information will be stored as long as the contest or event is running, and a bit longer to be able to analyse data and measure effectiveness. This will never exceed two years after the event is closed, though.
2.4 Ordering Online
If you choose to buy our products in our web shops, we use your information to conclude your order, to ship the products and to contact you in relation to your order.
We register your contact and payment details, such as name, address, email address, account, bank account number and credit card details. We also store your purchase history and payment history.
Your information will be stored for two years. Your transactional information (wire transfer details), will be stored longer to comply with laws.
2.5 Visiting Our Websites & Using Our Apps
When you are using our websites or apps, we collect technical information about your device and your interaction with our websites and apps.
We collect information such as:
- The IP address of your device
- Information on the operating system and browser of your device
- Your interaction with our websites, apps and online advertisements
If the website you visit or the app you use enables login, we also connect the information to your personal account (like your webshop or loyalty programme account), to optimise your browsing experience and provide you relevant information across all channels. Find out more about how we’re using your information to build profiles in section 3.4 below.
Cookies used for advertising are stored on your device for a maximum of twelve months following your last visit. You can always disable cookies yourself or delete them from your device. You can find all details in our Cookie Statement. If you choose to delete cookies, our website may not operate as optimally as before, and some services may no longer be available to you.
Geolocation / GPS
We also use your geolocation in some of our apps, but only when you have enabled this. We use your device’s GPS signal to push certain content to your device, such as a movie, loyalty points or website links when you’re near a specific location or in a geographic location.
We do not store your historical locations. We only use your last known location. We store your visits to geographic areas which were marked for specific campaigns or events (such as the Campina Farm Days). This information is deleted when the campaign or event is finished. You can switch off sharing location/GPS data in your (mobile) device settings at any time.
2.6 Taking Part in Panels, Tastings & Surveys
If you choose to take part in one of our consumer panels, tastings or surveys, we use your input to improve our products and services. We value your opinion, as it enables us to bring high-quality dairy products to our consumers.
If you occasionally take part in a panel, tasting event or survey on the street or at one of our business partners, FrieslandCampina normally does not collect and use identifying information like your name, address or contact details. We may ask for, or use, information like age and gender to be able to analyze your input and successfully market our products.
If you take part in an online survey to give your opinion about our products, such as when clicking on a link to a survey in one of our newsletters, we will use your identifying information by:
> Linking surveys to your (loyalty) account to automatically capture gender, age, and region
> Connecting your opinion to your consumption behavior, which is stored in your profile
This enables us to obtain more valuable input from you and to better understand your preferences. Apart from improving our products, we also add this information to your profile. Find out more about how we build profiles in the MORE INFORMATION section below.
3. MORE INFORMATION – How We Use Your Information
3.1 Sharing Receiving Your Information With Others
Which other parties have access to your information?
FrieslandCampina does not sell your information to others, but we make personal information available to partners that work with us to provide products and services, or that help us market to customers. Whether your information is provided to these partners depends on the nature of your interaction with us:
- Email marketing partners, to send you our newsletters, call or text you
- Order fulfillment partners, to ship products to you
- Payment providers, to administer your (ordering products) and our (cashback) payments
- Media agencies, to manage our website and apps and to display advertisements on the internet
- Marketing agencies, to assist us in organizing contests, promotions, loyalty programme and other events
- Companies that assist us in analyzing customer data and building profiles
- Social media platforms, to show you our advertisements
Our partners only use your information under our instructions. We take measures to ensure that your information is used only for the purposes described in this Privacy Statement.
Where necessary, we also share your information with FrieslandCampina group companies.
Personal data will only be provided to supervisory bodies, fiscal authorities and/or investigating authorities if FrieslandCampina is obliged to do so by law.
From which other parties do we receive your information?
FrieslandCampina does not collect your personal information from others without you knowing about it first. If we receive information from others, we always ensure that we have your consent for receiving and using the information.
3.2 Storing Your Information
We use various systems and databases to store your personal information. Some are managed by FrieslandCampina and others by our partners (see 3.1 above). Because we fully understand the importance of keeping your information secure, we have taken various technical and organisational measures to protect your information against loss or improper use. Our systems and applications are protected according to the applicable standards for information protection.
If personal information is passed on to recipients in countries outside the Philippines, we will take additional measures to protect your information.
3.3 Using Your Information to Improve Our Products and Services
FrieslandCampina uses the information you provide to us to measure, analyze and improve our:
- Products, based on your feedback
- Websites and apps, based on your use
- Newsletters, based on your interaction
- Contests and events, based on your participation
- Advertising, based on your interaction with them
Your information will be anonymized before it is used. We’re not interested in your particular situation but rather in trends and aggregated data.
3.4 Using Your Information to Build Profiles
If you subscribe to our newsletters, create an account on our website, use our apps or take part in our contests and events, we create a profile for you. This enables us to get to know you and do more effective marketing and communication. It allows you to receive communications according to your interests and preferences. This is how we build profiles:
- We link your surfing behavior on our websites and apps to your profile
- We link your purchases in our web shops to your profile
- We connect data concerning your participation in contests, events, loyalty programmes and online surveys to your profile
- We mark your (possible) interests in your profile, based on the information above and demographic information, data resulting from market research and your interactions with us
If you would prefer us not to make profiles, or you’d like to correct or update your interests and preferences, feel free to send an email to firstname.lastname@example.org.
3.5 Personal Data of Children
We understand the importance of safeguarding the privacy of children. We do not knowingly collect personal data of children without the consent of their parents or legal guardians. We ask children who are under the age of 16 and who are using our websites or apps in a way that requires them to submit personal data, to ask their parent or guardian to consent to submitting that data.
We may set age limits to participate in sweepstakes or other promotions. This restriction will then be mentioned in the terms and conditions of these activities. We may ask for certain personal data, like date of birth, to carry out age verification checks and enforce any such age restrictions.
3.6 Your Privacy Rights
Requests for access, correction, and removal of your data
If you want to know what information we store about you, just ask and we will send you an overview of your personal information. No costs will be charged. If the information turns out to be inaccurate—or in case it appears to be stored in violation of data protection laws—we will correct or delete it. If you have an account on our websites or apps, you can also update your information yourself.
Requests to stop using your data
You can also ask us to not use your information anymore or to stop using it in a particular way, like for building profiles or sharing it with social media platforms (see 3.4 above). If you have given consent for the use of your information, you can withdraw that consent.
Questions and complaints
If you have a question about this Privacy Statement, please send an email to email@example.com. If you have a complaint about the way we use your information or how we respond to your requests and questions related to privacy, you can also send a complaint to your national Data Protection Authority.
How we respond to your request
We may decline requests if we cannot verify your identity, your request is unreasonable or unspecific or in case your request jeopardizes the privacy of others. We will reply to you anyhow within 30 days.