Other product segments


Data protection information


Customer service order/Repair request/Online customer services

We, Liebherr-Hausgeräte Lienz GmbH, attach the utmost importance to the protection and security of your personal data. It is therefore important to us to inform you about the personal data we collect from you, the purposes for which we process it and the rights you have in relation to your personal data.


A. General information


I. What is personal data and what does processing mean?

  • “Personal data” (hereinafter also referred to as “data”) is any information that says something about a natural person. Personal data is not only information that makes a direct reference to a specific person (such as their name or email address), but also information which, given appropriate additional knowledge, can be linked to a specific person.
  • “Processing” means any action carried out with your personal data (such as collection, recording, organisation, ordering, storage, use or deletion of data).


II. Who is the controller for the processing of your data?

The controller for the processing of your data is:

Liebherr-Hausgeräte Lienz GmbH
Dr.-Hans-Liebherr-Straße 1
9900 Lienz
Austria
Phone: +43 508 092-0
Email: [email protected]


III. What are you rights as a data subject?

Within the provisions of the legislation, as the data subject you have the right to:

  • Receive information about your data;
  • Have incorrect data corrected and incomplete data completed;
  • Have your data deleted, particularly if (1) it is no longer required for the purposes stated in this data protection information (2) you withdraw your consent and there is no other legal basis for the processing, (3) your data has been processed unlawfully or (4) you have objected to the processing and there are no overriding legitimate grounds for the processing;
  • Restrict the processing of your data, particularly if you contest the accuracy of the data or the processing of your data is unlawful and you request the restriction of use instead of deletion;
  • Object to processing of your data based on legitimate interests on grounds arising from your particular situation, or, without specific justification, to processing of your data for direct marketing purposes; when you lodge an objection, unless it is an objection to direct marketing, we ask that you explain the reasons why we should not process your data in the way we may have done before. In the event of your reasoned objection, we will examine the merits of the case and cease processing unless we can demonstrate compelling legitimate grounds for the processing which override your interests, rights and freedoms or for the assertion, exercise or defence of legal claims;
  • Receive your data in a structured, commonly used and machine-readable format and the right to have us transfer your data directly to another data controller;
  • Withdraw consent, if you have given us consent for processing. Please note that the withdrawal of your consent does not affect the legality of the processing carried out on the basis of your consent up until then.


If you seek to assert the above rights, kindly note that we may require you to provide proof to establish that you are the person who you claim to be.

Furthermore, you have the right to lodge a complaint with a supervisory authority if you consider that the processing of your data infringes the GDPR.


B. Data processing


I. Customer service order, repair request, online customer services

For the written, telephone or electronic initiation and subsequent implementation of a customer service order on site, and for online repair requests and online customer services, we process the following data of yours.


What data do we process and for which purpose?

We process the following data:

  • First and last name
  • Address (consisting of street, house number, postcode, town and country)
  • Phone number
  • Email address
  • Company name, if applicable
  • Bank details (consisting of IBAN or bank sort code & account number)
  • Serial number and purchase date of your appliance
  • An individual error specification / description of the incident or request for a courtesy to be granted / Content of contact form
  • Documents that you made available via the upload function (if personal)


This data is only processed for the following purposes:

  • Determination of your competent service partner and implementation of a service appointment
  • Communication with you for all matters relating to the customer service order (service incident)
  • Validation of a Liebherr fridge and freezer
  • Classification of the fault by the service technician
  • Payment of a credit note as part of a goodwill claim
  • Implementation of customer service satisfaction surveys


Please note: Contact and implementation will be taken care of either by Liebherr Appliances customer service or by a contractual customer service partner selected by us. If the aforementioned personal data is not provided, we are not able to implement the customer service order, online repair request or online customer service. We only collect further personal data if you provide such data voluntarily.

Processing for other purposes will only be considered if the requisite legal conditions pursuant to Article 6(4) GDPR are met. In this case, we will of course comply with any information obligations pursuant to Article 13(3) GDPR and Article 14(4) GDPR.


On what legal basis do we process your data?

Your data is processed on the following legal basis/bases:

  • Performance of a contract or to take steps prior to entering into a contract (Article 6(1)(b) GDPR)
  • Safeguarding legitimate interests (Article 6(1)(f) GDPR)


Our legitimate interests include:

  • Continuous improvement of our customer service to ensure ongoing customer satisfaction.


You have the right to object to processing at any time on the basis of Article 6(1)(f) GDPR for reasons arising from your specific situation.


II. Data recipients

We may transfer your data to:

  • Other companies in the Liebherr Group, if this is necessary in order to bring about, perform or terminate a contract, or if we have a legitimate interest in the transfer and it is not precluded by your overriding legitimate interest;
  • Providers of functions and any other services actively utilised by you;
  • Service providers which we use in order to achieve the above purposes;
  • Courts, arbitrators, authorities or legal advisers, if this is necessary in order to comply with the applicable law or to assert, exercise or defend legal claims.


III. Data transfers to third countries

Data transfer to entities in countries outside the European Union or the European Economic Area (so-called third countries) or to international organisations is only permitted (1) if you have given us your consent or (2) if the European Commission has decided that there is an adequate level of protection in a third country (Article 45 GDPR). If the Commission has not taken such a decision, we may transfer your data to recipients located in a third country only if appropriate safeguards exist (for example, standard data protection clauses adopted by the Commission or the supervisory authority under a specific procedure) and the enforcement of your rights as a data subject is guaranteed or the transfer is permissible in individual cases on the grounds of other legal bases (Article 49 GDPR).

Insofar as we transfer your data to third countries, we inform you of the respective details of the transfer at the relevant points in this data protection information.


IV. Data erasure and storage period

We process your data for as long as this is necessary for the respective purpose, unless you have effectively objected to the processing of your data or effectively withdrawn the consent that you may have granted.

If statutory retention obligations exist, we will have to store the data affected thereby for the duration of the retention obligation. After the expiry of the retention obligation, we check whether there is any further need for processing. If there is no longer any necessity, your data will be deleted.


V. Automated decisions in individual cases

We do not generally use fully automated decision-making pursuant to Article 22 GDPR in order to establish and implement the business relationship. Should we use this method in individual cases, we will inform you of it separately, insofar as this is required by law.


VI. Data security

We use technical and organisational security measures to ensure that your data is protected from loss, incorrect changes or unauthorised access by third parties. Moreover, we ensure that, on our side, only authorised persons are ever granted access to your data and then only to the extent necessary for the purposes mentioned above.

Version: November 2022