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Anonymous
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Asked: September 2, 20222022-09-02T15:49:11+01:00 2022-09-02T15:49:11+01:00In: GDPR

Customer Service

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As part of our day to day business we carry out various forms of customer servce. This may entail phone calls, emails, discretionary offerings (not via marketing but in response to long service/commitment or complaints).
Would you expect processing data in this way to be considered Legitimate Interest and therefore and LIA to be completed or is it common sense that it the processing will take place?

Thank you for your help.

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    1. Smurf333

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      Smurf333 Bronze contributor
      2022-09-07T15:06:31+01:00Added an answer on September 7, 2022 at 3:06 pm

      If you are providing a service to customers then it would be, depending on your circumstances, most likely to rely upon the legal justification for the performance of a contract. I would assume that in the provision of your customer service that the customer has entered into an agreement for which you may have been obligated to provide certain service levels to a quality standard and within specific timescales. If that is the case then I would recommend you use the legal justification of a performance of a contract rather than looking at undertaking a legitimate interests assessment (LIA). I trust that the above is helpful.

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