GUIDELINES FOR CONSUMERS COMPLAINTS
We have been
encouraging our customers to address us and share with us their impressions,
opinion, suggestions and proposals. Special attention is paid to the
question of complaints and suggestions for improvement. We make records of all
the addresses (either by telephone or mail), collect them, and whenever
possible offer our help and inform the competent department of the need to
follow up complaints until they can be considered closed and our customers
satisfied.
If you have a claim to the goods/product/service purchased in our
retail stores, you are free to declare it:
- Orally at the place where the goods/product/service is purchased to a Petrol Station Manager, administrator or cashiers present (00-24h);
- By calling our free customer line: 0800 088 887 (Monday to Friday from 8 am - 21pm, Saturday 8 am - 19 pm)
- By submitting completed Request for Complaints which can be found at cash desk on all EKO petrol stations, or downloaded in electronic form on the website www.ekoserbia.com
o The completed Request is
submitted to a Petrol Station Manager, administrator or cashiers, with the
obligatory submission of proof of purchase, or the number of the EKO SMILE loyalty
card if the payment is made with its transaction for points;
o Authorized person for
receiving complaints, Petrol Station Manager, administrator or cashiers
present, will issue you a copy of your Request for Complaint as a receipt of
submitted Request;
- Electronically by sending an e-mail to our customer service: [email protected]
Our CUSTOMER SERVICE will answer the complaint as soon as possible without delay and at the latest within eight days.
NOTICE ON
PERSONAL DATA PROCESSING:
We collect the following personal data: first and last name, e-mail address or home address if the customer does not have an e-mail address, contact telephone (hereinafter: personal data). We process your personal information solely for the purpose of fulfilling our legal obligations and fulfilling your rights in accordance with the provisions of the Consumer Protection Act. The basis of processing is processing without consent in accordance with Article 12, paragraph 1, item 2 of the Law on Personal Data Protection. The access to your data have persons in charge of resolving complaints according to the Rulebook on the manner of receiving and resolving complaints at EKO petrol stations.
Your data is stored and processed
exclusively for the aforementioned purposes and will not be used for any other
purpose, within at least 2 years from the date of the submission of the
complaint, after which it is deleted or anonymized. Regarding the processing of
your personal information, you have the following rights: the right to notice
of processing, the right to insight, the right to copy, as well as the rights
under the insight, all in accordance with the applicable regulations in the
field of personal data protection. More information on processing your personal
data, as well as the realization of your rights, can be found by contacting the
customer service or by e-mail of Personal Data Protection Officer EKO Serbia
a.d. Belgrade: [email protected]
