Privacy Customer Care
Information notice concerning the collection of personal data in the context of use of the call centre or contact form and customer feedback in accordance with Art. 13 GDPR
1. Identity of the controller:
FC Bayern München AG
Säbener Straße 51-57
Telephone: +49 89 699 31-0
Fax: +49 89 64 41 65
Legally represented by the Executive Board: Jan-Christian Dreesen, Andreas Jung and Dr. Michael Diederich
2. Contact details for our data protection officer:
3. Types of personal data
Depending on the procedure in question, the following personal data will be processed:
- Personal master data (gender, title, first and last name, address, telephone number, mobile number, e-mail address, date of birth, language of communication)
- Contract billing and payment data (bank details, credit card data, etc.), payer
- Permission, newsletter consent
- Order/contract data
- Reason for contact/subject
- Content of conversation
- Communication data
- Customer data (myFCB, membership number, customer number etc.)
- Customer history
- Parent or legal guardian
- Verification of discount eligibility
- Customer feedback
4. Purposes of processing personal data
When you contact us, e.g. by e-mail or telephone, we process the data you provide (e.g. name, contact details and content of the enquiry) in order to process your request.
Processing is also carried out for the purpose of initiating, implementing and executing a contract in relation to ticketing and merchandising, subscription management for FC Bayern.tv and Kids Club membership of FC Bayern München AG and FC Bayern München eV, FC Bayern Basketball.
Customer data is also processed in order to manage provisions of consent relating to the newsletters of FC Bayern München AG and its affiliated companies as well as FC Bayern München eV and FC Bayern Basketball GmbH.
Furthermore, data is collected and processed in the course of quality management relating to call centre customer service employees (voice recording) and in the context of customer feedback.
5. Legal basis for data processing
We process data received from you in this way on the basis of Art. 6 (1) f GDPR, as we intend to answer your enquiry for you; this also accords with your interest in receiving a reply; therefore, there is no conflict between your interests and the processing.
The collection and processing of data is also based on the performance of the contract (Art. 6 (1) b GDPR).
With regard to permission management and quality management, data is processed on the basis of Art. 6 (1) a GDPR (consent).
6. Recipients / recipient categories
Your personal data may also be transferred within FC Bayern München AG (e.g. specialist departments, financial accounting, postal department etc.), its affiliated companies and FC Bayern Basketball GmbH. Furthermore, our service provider Capita Customer Services (Germany) GmbH receives the results of the customer feedback relating to customer service employees in order to evaluate them and modify the service if necessary.
7. Transfer to a third country
No transfer to a third country is planned.
8. Period of storage
We store the data received for the purpose of making contact only until we have provided a final response to your enquiry. We also store this data to comply with any statutory preservation obligations (§§ 238, 257 HGB (German Commercial Code) amongst other regulations).
After termination of the contract, the data will be erased after expiry of the statutory retention periods (§238 and § 257 HGB, §147 AO (Fiscal Code)), i.e. after 10 years. If a customer asks for the data to be erased, the data will be blocked immediately and deleted following expiry of the statutory retention periods (§238 and § 257 HGB, §147 AO), i.e. after 10 years.
9. Rights of data subjects
As data subjects, users have the following rights under the GDPR:
- Information (Art. 15)
- Rectification (Art. 16)
- Erasure (Art. 17)
- Restriction of processing (Art. 18)
- Objection to processing (Art. 21)
- Data portability (Art. 20)
- If applicable, revocation of consent (Art. 7 (3))
10. Right to lodge a complaint with a data protection authority
You have the right, pursuant to Art. 77 GDPR, to lodge a complaint with a regulatory authority if you believe the processing of your personal data is illegal.
The address of the regulatory authority responsible for FC Bayern München is:
Bayerisches Landesamt für Datenschutzaufsicht
11. Provision of the personal data is mandatory or necessary
Provision of personal data is necessary for conclusion of a contract or to answer an enquiry. In the case of non-provision of personal data, no contract or processing of a request will be possible.
Management of newsletter permission as well as quality management measures are carried out only on the basis of consent.
Version: July 2021