Privacy Policy of JSC “Ukrainian railways”

subjects of personal data means individuals whose personal data are processed – existing and potential consumers, service customers, users of electronic service channels, including for the processing of electronic travel / transport documents and additional railway services of JSC “Ukrainian railways”, persons who contacted the information line or sent an e-mail, persons who contacted JSC “Ukrainian railways” in the manner prescribed by the laws of Ukraine “On Citizens’ Appeals”, “On Access to Public Information”, “On Personal Data Protection”, “On the Bar and Advocacy”;

electronic customer service channels means websites and mobile application of JSC “Ukrainian railways”, which are used in the provision of services to individuals while implementing activities specified in the Charter of JSC “Ukrainian railways”;

website means a software placed on the Internet and used to provide services and to inform users in particular, but not limited to, on issuing and returning electronic travel / transport documents and additional services, obtaining information and reference services, other operations related to passenger service, ordering such services online;

mobile application of JSC “Ukrainian railways” (hereinafter – the mobile application) means a software allowing users to make reservations, purchase and return electronic travel / transport documents, order additional services, and obtain reference information via official distribution channels (repositories), ensuring the functioning on mobile devices with Android and iOS operating systems;

user means an individual who accesses the websites and mobile applications of JSC “Ukrainian railways” and uses them for their intended purpose.

1. Provision of services for the issuance / return of electronic travel / transport documents in passenger traffic by rail in domestic and international traffic and provision of other services through electronic customer service channels, in particular:

   creation by subjects of personal data of accounts on the websites and in the mobile application for issuing electronic travel / transport documents;

   providing users with access to the websites and mobile application for issuing electronic travel / transport documents;

   ordering and processing services, managing orders for the provision of services via the websites and mobile application;

   using feedback functions on the website and mobile application;

   ensuring the exchange of information from the websites, mobile application via e-mail;

   ensuring user participation in surveys and promotions within the loyalty program of JSC “Ukrainian railways”;

   conducting research and analysis to improve the quality of passenger services;

   improving the websites and mobile application;

   providing information on services (newsletters, information about promotions, loyalty program);

   sending a travel / transportation document to the e-mail address specified at registration by the subject of personal data.

2. Provision of services for the transportation of cargo, luggage, freight luggage and mail by rail in domestic and international traffic.
3. Performance of contractual terms and obligations to connect to the electricity distribution system networks.
4. Fulfillment of conditions and obligations under agreements concluded by JSC “Ukrainian railways” with individuals with regard to the provision of services provided for by the Charter.
5. Implementation of legitimate interests of JSC “Ukrainian railways”.
6. Fulfillment by JSC “Ukrainian railways” of the requirements and obligations specified by the legislation.
7. Implementation of the rights of individuals to receive information pursuant to the procedure established by the Laws of Ukraine “On Citizens’ Appeals”, “On Personal Data Protection”, “On Access to Public Information”, “On the Bar and Advocacy”.

informed consent of the subject of personal data to process personal data;

performance by JSC “Ukrainian railways” of obligations defined by the Laws of Ukraine “On Citizens’ Appeals”, “On Access to Public Information”, “On the Bar and Advocacy”;

conclusion and execution of transactions to which an individual is a party, or which are concluded for the benefit of an individual;

implementation of the legitimate interests of JSC “Ukrainian railways” or a third party, except in cases where the needs to protect the fundamental rights and freedoms of subject of the personal data in connection with the processing of his data prevail over such interests.

1. When issuing electronic travel / transport documents in passenger traffic and providing services through electronic customer service channels: last name, first name, mobile phone number, e-mail address, data from the document certifying the right to a privilege, which are used when issuing preferential travel documents.
2. When issuing travel / transport documents in passenger traffic at the railway ticket office: last name, first name, data from the document certifying the right to a privilege, which are used when issuing preferential travel / transport documents.
3. When ordering a car carrier: last name, first name, mobile phone number, e-mail address, vehicle type.
4. When ordering group travel documents: full name, mobile phone number, e-mail address.
5. When placing an order for a station assistant: full name, mobile phone number, e-mail address, data from a document certifying the right to a privilege.
6. When placing a special order for travel documents for military personnel: full name, mobile phone number, e-mail address.
7. When ordering a special rail car: full name, mobile phone number, e-mail address, data from a document certifying the right to a privilege, a scanned copy or photo of a document certifying the right to a privilege.
8. When ordering a lounge: name, mobile phone number, e-mail address.
9. When ordering a service for finding lost items: name, mobile phone number, e-mail address.
10. When filing a claim form for the return of travel documents: full name, mobile phone number, e-mail address, date of birth, place of residence, taxpayer registration identification card number (RNOKPP), IBAN account number, photo or scanned copy of a document confirming the circumstances of the claim return.
11. When providing feedback via electronic customer service channels: information contained in any messages that the subject of personal data sends to JSC “Ukrainian railways”, including the content of the message and metadata.
12. When drawing up contracts for the provision of services related to the standard connection of electrical networks of distribution systems, non-standard connection of electrical networks of distribution systems with the design of the linear part of the connection to be done by the consumer: full name, series, number, date of issue of the passport, place of registration, taxpayer registration identification card number (RNOKPP), data on the right of ownership or use of the real estate object, mobile phone number, e-mail address.
13. Data of telephone calls of the subject of personal data to service numbers of JSC “Ukrainian railways”: the start and end time of the call, conversation recording, phone number.
14. Data from chatbot chats: date and time of the request, name of the subject of personal data in the chat, phone number, content of the session.
15. Data from SMS requests from subjects of personal data: time of request, phone number, content of response to request.
16. Data when creating accounts for electronic customer service channels: last name, first name, photographic data, mobile phone number, e-mail address, date and time of entry to electronic customer service channels, information on the device used by the subject of personal data, in particular, but not limited to (IP address, type and version of browser and operating system).
17. Data of persons applying pursuant to the procedure specified by the Laws of Ukraine “On Citizens’ Appeals”, “On Personal Data Protection”, “On Access to Public Information”, “On the Bar and Advocacy”: full name (if available); place of residence; availability of benefits that are the basis for priority consideration of the application; information on communication means; other data related to the person and provided by this person for consideration of the application, request.

1. Collection of users’ personal data through the electronic customer service channels of JSC “Ukrainian railways” shall be made automatically when creating accounts, authorizing them (electronic authentication) in the electronic customer service channels, sending e-mails, and any other information containing personal data.
2. Collection of personal data of persons applying to JSC “Ukrainian railways” pursuant to the procedure specified by the Laws of Ukraine “On Citizens’ Appeals”, “On Personal Data Protection”, “On Access to Public Information”, “On the Bar and Advocacy” shall be carried out by such persons providing their personal data, information in applications and requests for information, lawyer requests.

1. Changes to personal data shall be made on the basis of:

   a motivated written request of the subject of personal data;

   an order of the Commissioner for Human Rights of the Verkhovna Rada of Ukraine or officials designated by him of the Secretariat of the Commissioner for Human Rights of the Verkhovna Rada of Ukraine;

   an appeal from other parties to a relationship related to personal data, if there is the consent of the subject of personal data;

   a court decision that came into effect.

2. Personal data shall be subject to deletion or destruction in the following cases:

   expiration of the specified period of storage of personal data;

   termination of legal relations between the subject of personal data and JSC “Ukrainian railways”, unless otherwise provided by law;

   issuance of a relevant order of the Commissioner for Human Rights of the Verkhovna Rada of Ukraine or officials designated by him of the Secretariat of the Commissioner for Human Rights of the Verkhovna Rada of Ukraine;

   a court decision on the deletion or destruction of personal data that has entered into force.

3. Personal data shall be deleted or destroyed in a manner prescribed by law.

when required by the legislation of Ukraine;

to exercise or protect the legal rights and interests of JSC “Ukrainian railways”.

in the case of purchasing preferential travel / transport documents in passenger traffic at the railway ticket office – for a period of five years, subject to the completion of the audit by tax authorities and the state audit service;

in the event of a claim or lawsuit against JSC “Ukrainian railways” – for the period necessary to consider the claim or lawsuit in court and for three years after the decision is made;

of persons who applied in accordance with the procedure established by the Laws of Ukraine “On Citizens’ Appeals”, “On Personal Data Protection”, “On Access to Public Information”, and “On the Bar and Advocacy” – for a period of 5 years from the date of the last appeal;

know about the sources of collection, the location of his / her personal data, the purpose of its processing, the location of the personal data controller or to give an appropriate instruction to obtain this information to persons authorized by him / her, except for cases established by law;

receive information about the conditions for providing access to personal data, in particular information about third parties to whom personal data is transferred;

access his / her personal data;

receive a response no later than thirty (30) calendar days from the date of receipt of the request, except for cases provided for by law, on whether personal data is being processed, as well as to receive the content of such personal data;

submit a reasoned request to the personal data controller with an objection to the processing of his / her personal data;

submit a reasoned request to JSC “Ukrainian railways” to change or delete his / her personal data if this data is being processed illegally or is inaccurate;

protect his / her personal data from unlawful processing and accidental loss, destruction, damage due to intentional concealment, failure to provide or untimely provision of such data, as well as to be protected from the provision of information that is unreliable or defames the honor, dignity and business reputation of an individual;

file complaints about his / her personal data processing to the Commissioner for Human Rights of the Verkhovna Rada of Ukraine or to the court;

apply remedies in case of violation of the legislation on personal data protection;

apply remedies in case of violation of the legislation on personal data protection;

make reservations regarding the restriction of the right to process his / her personal data when giving consent;

withdraw consent to the processing of personal data;

know the mechanism of automated processing of personal data;

be protected against automated decision that has legal consequences for the subject of personal data.

the “hotline” of JSC “Ukrainian railways”, “Quality and Service” Contact Center: 0-800-503-111;

e-mail: [email protected], [email protected];

via the mobile application;

in chatbots;

by letter to the address: 03150, Kyiv, 5 Jerzy Giedroyc Street.

the Commissioner for Human Rights of the Verkhovna Rada of Ukraine;

courts.

Address and contact details of the Commissioner for Human Rights of the Verkhovna Rada of Ukraine: 01008, Kyiv, 21/8 Instytutska Street. Hotline: 0800-50-17-20 (free of charge). E-mail: [email protected]. >