Contacting the Office by telephone
Information processed when the Office is contacted by telephone.
Switchboard
The telephone switchboard of the Office of the Parliament of Finland also carries out the tasks of the switchboard of the Office of the Parliamentary Ombudsman. The switchboard forwards calls made to the switchboard (contact details) to those in an employment relationship with the Office of the Parliamentary Ombudsman.
As the controller, the Office of the Parliament of Finland records the following information on calls received by the switchboard: the time and date of the call, the caller’s number (if allowed by the caller and transmitted by the telephone operator), the number to which the call is forwarded, and the duration of the call. To read more about the processing of personal data in Parliament's switchboard, go to Parliament's website (information in Finnish).
The Office of the Parliamentary Ombudsman does not process the details of calls received by the telephone switchboard unless Parliament’s switchboard forwards a callback request from the caller. In these cases, the Office of the Parliamentary Ombudsman processes the data only as long as it takes to examine the matter that the callback request concerns. The data will then be deleted.
Calls to the switchboard are not recorded.
Guidance related to making a complaint, enquiries and calls to the Ombudsmen
As provided in section 8 of the Administrative Procedure Act, the Office of the Parliamentary Ombudsman provides advice on managing a complaint and answers questions and enquiries concerning the use of his services.
From Parliament’s switchboard, calls are mainly directed to the telephone system, from which advice is provided on filing a complaint and inquiries concerning the filing and processing stage of matters, inquiries related to requests for documents and information, and calls to the Ombudsmen are answered. The calls are answered by officials of the Office of the Parliamentary Ombudsman.
Calls made and connected to the telephone system are recorded to ensure appropriate customer service. The recordings are by default stored for 30 days, after which they are deleted from the server of Elisa Oyj, the provider of the services. If necessary, individual recordings are stored for a longer period of time if this is required to determine the appropriateness of the customer service situation.
The Office of the Parliamentary Ombudsman does not collect personal data from received calls unless it is agreed during the call that the matter will be investigated or a callback request to an individual official is exceptionally accepted. In this case, the personal data collected are the caller’s name and telephone number and, if necessary, the information needed for detailing the matter.
Contacting an individual official
Depending on the nature of the matter, the switchboard also connects clients calling the Office of the Parliamentary Ombudsman directly to the legal advisor responsible for the matter, if necessary. When processing the complaint, the officials of the Office of the Parliamentary Ombudsman may also call the complainant or the party subject to the complaint if this is deemed appropriate. Read more (in Finnish) about the processing of personal data related to personnel's work phones on Parliament’s website.
As a rule, callback requests are not accepted. If a client has unsuccessfully tried to reach a public official at the Office several times in connection with a matter that the official has presented or a pending matter the official is handling, Parliament’s switchboard or the official who has answered the call may, if necessary, take a callback request and forward it to the public official concerned.
If you contact the Office of the Parliamentary Ombudsman about a pending matter by telephone, an entry regarding the call is recorded in the case management system of the Office when necessary. Read more about the processing of personal data related to consideration of matters within our competence.
Calls made to and by an individual public official are not recorded.
What our processing is based on
We process personal data to perform a task in the public interest and to exercise official authority vested in the Office of the Parliamentary Ombudsman (Article 6(1)(e) of the GDPR (EU) 2016/679).
Disclosure of information
There are no regular disclosures of information. Information is disclosed to the person requesting it in accordance with the Act on the Openness of Government Activities. The information and documents are public unless specific provisions are laid down on their confidentiality.
The service providers of the information systems used by the Office of the Parliamentary Ombudsman have access to the information for the purposes of maintenance and development tasks. They process personal data on behalf of the Office of the Parliamentary Ombudsman and are not allowed to process the data for purposes other than the provision of the agreed service.
Information is not disclosed for direct marketing, opinion polls or market research.
Information is not transferred outside the European Union (EU) or the European Economic Area (EEA).