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FrieslandCampina Privacy Statement

FrieslandCampina Privacy Statement

Every day Royal FrieslandCampina provides millions of consumers all over the world with dairy products containing valuable nutrients. At FrieslandCampina, we feel responsible to protect the personal data of our consumers and business partners and to safeguard your privacy. We believe in the importance of keeping our services transparent, personal and reliable. We invite you to familiarize yourself with this Privacy statement, which we developed to inform you about the way we collect, use and protect your information.
  • 1 About This Privacy Statement

    This Privacy statement describes the collection and use of your personal information by FrieslandCampina group companies in Europe. It applies whenever one of our websites, mobile apps, social media pages or hardcopy forms redirects you to this statement on www.frieslandcampina.com. This Privacy statement does not apply to the use of your personal information by websites that are not operated by FrieslandCampina, even though links to these websites may be included on ours.
    This Privacy statement may change when prompted by new developments. FrieslandCampina advises you to read this Privacy statement regularly, in order to stay up to date on any changes. In case of major changes, we endeavour to inform you pro-actively.
    This Privacy statement was last updated on 19 May 2018.

  • 2 AT A GLANCE - How We Use Your Information

    Click on the following topics to find out how we are using your personal information. Also take a moment to read the MORE INFORMATION section below to find out about:

    • Sharing and receiving your information with others
    • Storing your information
    • Using your information to improve our products and services
    • Using your information to build profiles
    • Using personal information of children
    • Your privacy rights
  •    2.1 Contacting Customer Service

    If you contact our customer service by telephone, email, social media or by completing an online form, we register your query in our customer service database. We also register your name, address, telephone number, email address and all other personal data provided by you.
    We only use the data to respond to you, handling your complaints and, after removing all items that relate to you, for improving our products and services.
    Your personal information will be stored for no more than two years.

  •    2.2 Subscribing to a Newsletter

    If you subscribe to our newsletters or leave your phone number for this purpose, your name, email address and phone number will be used to inform you about FrieslandCampina products, and related promotions and events. You may choose to give us more details, such as your age, gender or profession. We also store your interaction with our newsletters, for instance whether you opened the email or clicked on items in the newsletter. We use this information to get to know you better and to personalise our newsletters, for example by:

    • Showing events that are organized in your region
    • Highlighting products or offers based on your age, gender or consumption behaviour
    • Sending a special offer on your birthday


    We also use the information to display advertisements of our products that may be interesting to you on third-party websites, like Facebook and Google.
    In case you also interact with us via contests and events, join our loyalty programmes or order online, we add this information to your newsletter profile.
    We keep you on our mailing lists until you choose to unsubscribe by clicking on the unsubscribe link in each newsletter. You can also send an email to privacy_statement@frieslandcampina.com. If you want to keep receiving newsletters but do not agree to us sharing your information for displaying advertisements, send us an email too.

  •    2.3 Participating in Contests, Events and Loyalty Programmes

    You can take part in our contests and events. Examples are our prize contests, cashback actions, (free) samples, sweepstakes, loyalty programmes and organised excursions to farms.
    We collect your personal data, such as your name, address, email address and age. Your information is used to confirm your registration, to verify eligibility and to execute the event. If you subscribe to a newsletter when taking part in an event, we link the information to your (newsletter) profile.
    In addition this Privacy statement, campaigns or promotions may be governed by additional privacy terms. Please take a moment to familiarize yourself with such terms before participating in any such campaigns or promotions.
    Your information will be stored as long as the contest or event is running, and a bit longer to be able to analyse data and measure effectiveness. This will never exceed two years after the event is closed, though.

  •    2.4 Ordering Online

    If you choose to buy our products in our web shops, we use your information to conclude your order, to ship the products and to contact you in relation to your order.
    We register your contact and payment details, such as name, address, email address, account, bank account number and credit card details. We also store your purchase history and payment history.
    Your information will be stored for two years. Your transactional information (wire transfer details), will be stored longer to comply with laws.

  •    2.5 Visiting Our Websites & Using Our Apps

    When you are using our websites or apps, we collect technical information about your device and your interaction with our websites and apps.
    We collect information such as:

    • The IP address of your device
    • Information on the operating system and browser of your device
    • Your interaction with our websites, apps and online advertisements

    If the website you visit or the app you use enables login, we also connect the information to your personal account (like your web shop or loyalty programme account), to optimise your browsing experience and provide you relevant information across all channels. Find out more about how we’re using your information to build profiles in section 3.4 below.

    Cookies
    We use cookies to collect the information. Cookies are small data files that are created on the device you use to visit our website. Cookies prevent you from repeatedly providing your data, specifying your choices or putting products in your shopping basket. They allow us to show you advertisements of our products on third-party websites. So, your information also becomes available to the other parties involved in publishing our advertisements. We will always seek your consent, before using these type of cookies.
    Cookies used for advertising are stored on your device for a maximum of twelve months following your last visit. You can always disable cookies yourself or delete them from your device. You can find all details in our Cookie statement. If you choose to delete cookies, our website may not operate as optimally as before, and some services may no longer be available to you.

    Geolocation / GPS
    We also use your geolocation in some of our apps, but only when you have enabled this. We use your device’s GPS signal to push certain content to your device, such as a movie, loyalty points or website links when you’re near a specific location or in a geographic location.

    We do not store your historical locations. We only use your last known location. We store your visits to geographic areas which were marked for specific campaigns or events (such as the Campina Farm Days). This information is deleted when the campaign or event is finished. You can switch off sharing location/GPS data in your (mobile) device settings at any time.

  •    2.6 Taking Part in Panels, Tastings & Surveys

    If you choose to take part in one of our consumer panels, tastings or surveys, we use your input to improve our products and services. We value your opinion, as it enables us to bring high-quality dairy products to our consumers.

    If you occasionally take part in a panel, tasting event or survey on the street or at one of our business partners, FrieslandCampina normally does not collect and use identifying information like your name, address or contact details. We may ask for, or use, information like age and gender to be able to analyse your input and successfully market our products.

    If you take part in an online survey to give your opinion about our products, such as when clicking on a link to a survey in one of our newsletters, we will use your identifying information by:

    • Linking surveys to your (loyalty) account to automatically capture gender, age and region
    • Connecting your opinion to your consumption behaviour, which is stored in your profile


    This enables us to obtain more valuable input from you and to better understand your preferences. Apart from improving our products, we also add this information to your profile. Find out more about how we build profiles in the MORE INFORMATION section below.

  •    2.7 Interaction Via Social Media

    On our social media pages
    When you communicate with us via social media (Twitter, Pinterest, YouTube, Instagram, Facebook and so on), we will receive some of your information. You can communicate on our social media pages by:

    • Placing a comment or sending a message
    • Uploading media
    • Becoming a follower (by clicking on a "like" button or subscribing to a YouTube channel, for instance)
    • Participating in our contests and campaigns on social media (Facebook lead forms, for example)


    We will receive information such as your (user) name, your profile photo, the place where you live, your email address and your gender. You can check your social media account settings and the social media privacy statements to find out more.
    We use your information to respond to your comments and messages, to analyse and measure our consumer population and to enable you to participate in our contests and events.

    On your social media pages
    We also use social media to display advertisements. This is either based on the information the social media platform has collected from you or the information FrieslandCampina has collected from you, such as when you subscribe to our newsletters (see 2.2 above).

    • In case the social media platform has collected the information, FrieslandCampina does not get access to that information. As a result, we have no say in how the platform stores and uses the information. We recommend reading the conditions and privacy statements of your social media provider. They also often provide you with account settings or some other means to change your privacy settings.
    • In case we share your personal information, like your email address or phone number, the social media platform uses your information to include or exclude you from seeing a particular advertisement. Your information will be encrypted (hashed) when transferred to the social media platform. If you don’t have a profile on a particular platform, that platform won’t be able to decrypt the information and find out who you are.


    We may also proactively contact you on social media if you’re connected to us or if you post a photo or video linked to FrieslandCampina or our products.
    You can opt out at any time from sharing your information with social media platforms for advertising by sending an email to privacy_statement@frieslandcampina.com.

  • 3 MORE INFORMATION – How We Use Your Information

  •    3.1 Sharing & Receiving Your Information With Others

    Which other parties have access to your information?
    FrieslandCampina does not sell your information to others, but we make personal information available to partners that work with us to provide products and services, or that help us market to customers. Whether your information is provided to these partners depends on the nature of your interaction with us:

    • Email marketing partners, to send you our newsletters, call or text you
    • Order fulfilment partners, to ship products to you
    • Payment providers, to administer your (ordering products) and our (cashback) payments
    • Media agencies, to manage our website and apps and to display advertisements on the internet
    • Marketing agencies, to assist us in organising contests, promotions, loyalty programme and other events
    • Companies that assist us in analysing customer data and building profiles
    • Social media platforms, to show you our advertisements


    Our partners only use your information under our instructions. We take measures to ensure that your information is used only for the purposes described in this Privacy statement.
    Where necessary, we also share your information with FrieslandCampina group companies.

    Personal data will only be provided to supervisory bodies, fiscal authorities and/or investigating authorities if FrieslandCampina is obliged to do so by law.

    From which other parties do we receive your information?
    FrieslandCampina does not collect your personal information from others without you knowing about it first. If we receive information from others, we always ensure that we have your consent for receiving and using the information.

  •    3.2 Storing Your Information

    We use various systems and databases to store your personal information. Some are managed by FrieslandCampina and others by our partners (see 3.1 above). Because we fully understand the importance of keeping your information secure, we have taken various technical and organisational measures to protect your information against loss or improper use. Our systems and applications are protected according to the applicable standards for information protection.

    Most personal information is stored within the European Union. If personal information is passed on to recipients in countries outside the European Union, we will take additional measures to protect your information.

  •    3.3 Using Your Information to Improve Our Products and Services

    FrieslandCampina uses the information you provide to us to measure, analyse and improve our:

    • Products, based on your feedback
    • Websites and apps, based on your use
    • Newsletters, based on your interaction
    • Contests and events, based on your participation
    • Advertising, based on your interaction with them

    Your information will be anonymised before it is used. We’re not interested in your particular situation but rather in trends and aggregated data.

  •    3.4 Using Your Information to Build Profiles

    If you subscribe to our newsletters, create an account on our website, use our apps or take part in our contests and events, we create a profile for you. This enables us to get to know you and do more effective marketing and communication. It allows you to receive communications according to your interests and preferences.
    This is how we build profiles:

    • We link your surfing behaviour on our websites and apps to your profile
    • We link your purchases in our web shops to your profile
    • We connect data concerning your participation in contests, events, loyalty programmes and online surveys to your profile
    • We mark your (possible) interests in your profile, based on the information above and demographic information, data resulting from market research and your interactions with us


    If you would prefer us not to make profiles, or you’d like to correct or update your interests and preferences, feel free to send an email to privacy_statement@frieslandcampina.com.

  •    3.5 Personal Data of Children

    We understand the importance of safeguarding the privacy of children. We do not knowingly collect personal data of children without the consent of their parents or legal guardians. We ask children who are under the age of 16 and who are using our websites or apps in a way that requires them to submit personal data, to ask their parent or guardian to consent to submitting that data.
    We may set age limits to participate in sweepstakes or other promotions. This restriction will then be mentioned in the terms and conditions of these activities. We may ask for certain personal data, like date of birth, to carry out age verification checks and enforce any such age restrictions.

  •    3.6 Your Privacy Rights

    Requests for access, correction and removal of your data
    If you want to know what information we store about you, just ask and we will send you an overview of your personal information. No costs will be charged. If the information turns out to be inaccurate—or in case it appears to be stored in violation of data protection laws—we will correct or delete it. If you have an account on our websites or apps, you can also update your information yourself.

    Requests to stop using your data

    You can also ask us to not use your information anymore or to stop using it in a particular way, like for building profiles or sharing it with social media platforms (see 3.4 above). If you have given consent for the use of your information, you can withdraw that consent.

    Questions and complaints
    If you have a question about this Privacy statement, please send an email to privacy_statement@frieslandcampina.com.
    If you have a complaint about the way we use your information or how we respond to your requests and questions related to privacy, you can also send a complaint to your national Data Protection Authority.

    How to contact us and how we respond to your request
    Requests can be made by clicking on the contact link on the website that forwarded you to this Privacy statement or publishes this statement. You can also go to the contact page of the FrieslandCampina corporate website (www.frieslandcampina.com), look for your brand or product and find the contact details of the appropriate FrieslandCampina group company. Alternatively, send an email to privacy_statement@frieslandcampina.com by indicating your country and how you’ve been in touch with FrieslandCampina. We will channel your request to the appropriate group company.
    We may decline requests if we cannot verify your identity, your request is unreasonable or unspecific or in case your request jeopardizes the privacy of others. We will reply to you anyhow within four weeks.