SNCF has appointed a data protection officer, reachable at [email protected].

The purpose of processing the data is to:

• Respond to and assist individuals who call the hotline or send messages via SMS or the app
• Contact the individuals to follow up on the call or message if necessary
• Record calls to improve our service and training programmes
• Provide recordings to police in the event of prosecution
• Log statements made by individuals
• Gather anonymous statistics

The legal basis for processing the data is the data controller’s legitimate interest in responding appropriately to callers and maintaining high service quality.

The categories of data processed are the caller’s identity, their telephone number, their travel information, recordings of voice calls and SMS messages, and geolocation of the caller, with their agreement (if they use the app). In emergencies, health data may be collected to rescue and/or assist the caller. This data results from questions asked by the operator. The telephone number, call and SMS messages are recorded.

Written data is retained for one year, and voice recordings are retained for one month, exclusively for use by the unit(s) involved. Disclosure of this data is limited to: the French national rail security centre (Centre National de Sûreté Ferroviaire, or CNSF), SNCF’s digital services operations division (Direction des Opérations des Services Numériques, or DOSN), and transport providers that use the service (TER, Transilien, SNCF Voyages, Intercités, RATP), with data disclosed to the relevant user in each case.

All data subjects have the right, within the terms and limits of the law, to ask the data controller for access to their personal data, as well as the right to rectification and erasure, the right to restrict or oppose processing of their data, the right of portability, and the right to issue directives on the handling of their personal data after their death.

To exercise your rights, please write to [email protected] and provide proof of your identity if necessary.

If you believe that processing of your data has violated the law, you have the right to submit a claim to the French National Data Protection Commission (CNIL) or to the controlling authority in the country where you ordinarily reside or work, or where the violation took place.