Customer service
Our customer service offers general guidance on the Positive credit register by telephone.
We record all calls coming in to the customer service. Our call system is managed by Elisa Corporation, an external service provider. The data saved in the call system on all incoming calls includes the start and end time, the caller's number, the name of the person who answers the call, and a voice recording of the call. At the beginning of each call, we notify the caller that the call will be recorded. Call recordings are used to verify the content of a call afterwards and to ensure the quality of our customer service.
No other personal data is collected in our customer service, unless the customer is identified and it is agreed that the Tax Administration's Incomes Register Unit will investigate the matter. In such a case, the personal data we collect includes the customer's name and telephone number, and any other information necessary for investigating the matter.
If the matter remains pending, a service request can be submitted to the service management system provided by ServiceNow.
If you are communicating with the Incomes Register Unit about a pending administrative matter, notes made about the customer contact can also be saved in a case management system provided by Triplon Oy.
E-services
The Positive credit register has two e-services: one for organisations and the other for private individuals. In the e-service for organisations, business operators can sign up to the Positive credit register as data notifiers or apply for a data permission, which they need to be able to request credit register extracts. Contact person details specified by organisations when signing up as data notifiers or applying for data permissions are available to all such e-service users of the organisation in question who have the right to use the e-service in the organisation’s name, i.e. persons who have an official role recorded in the Trade Register or the Business Information System or who – or a company they represent – have the ‘Registration as a notifier and user of credit data’ authorisation.
In the e-service for private individuals, individuals and persons they have authorised can view the individual's latest loan and income data and credit register extracts requested about them. They can also set a voluntary ban on credits there, and give their consent that information about the credit ban can be disclosed to credit reference agencies. In the e-service, private individuals can also see who has requested credit register extracts about them, when and for what purpose.
Our e-services store cookies, i.e. small text files, on your terminal device. All the cookies of our e-service are technical cookies that enable the use of the e-service. Cookies help to identify the e-service user, and they also maintain the user's session in the e-service.
On what basis do we process data?
We process personal data in the telephone service and e-service to comply with the Incomes Register Unit’s statutory obligation (General Data Protection Regulation (EU 2016/679), Article 6(1)(c)). The processing is provided for in the Act on the Positive Credit Register (734/2022) and in the Administrative Procedure Act (434/2003).
The basis for processing call recordings and cookies in the e-service is to perform the Incomes Register Unit’s task in the public interest (General Data Protection Regulation (EU 2016/679), Article 6(1)(e).)
Disclosure of data
As a general rule, data is not disclosed.
Processors
We use the following service providers for application management services, such as troubleshooting: Innofactor Platforms Ltd, Gofore Plc, Gofore Verify Ltd, Fujitsu Finland Ltd, Advania Finland Ltd, Futurice Ltd and Siili Solutions Plc. When processing personal data, application management uses a service management system provided by ServiceNow.
Retention of data
With regard to data retention, we comply with the Tax Administration's information management plan. We retain the call recordings for no more than six months.
