+32 70 79 79 79 (€0.30/min)
+32 70 79 79 79 (€0.30/min)
+ int. and/or local cost
Mo-Fr: 8-20h / Sa-Su: 9-16h30

How do we process your personal data?

We understand that your privacy is important to you and we do all we can to respect this. We would like to reassure you immediately! Your personal data will only be used by SNCB/NMBS, public limited company (Rue de France / Frankrijkstraat 56, 1060 Brussels, Belgium). We do not provide your personal data to third parties who wish to promote their own products and services. Below, you can read in detail how we will use your personal data.

When you decide to provide us with your personal data (for example, by completing an application form for a discount card), you confirm that you have read through these privacy conditions.

 

Which data do we use, for what, to whom may we provide it and how long will we keep the data?

 

Which data we use, what we will use the data for and how long we will keep the data is determined by the reason for processing the data. You can find more information about this by clicking on the text below that applies to you.

1. I would like to buy a ticket or travel pass for a domestic trip
2. I would like to buy a ticket for a trip abroad
3. I would like to buy a rail season ticket
4. I use a MOBIB card
5. I would like to take advantage of a specific discount or permit
6. I travel by train
7. I call or email the contact centre with a question or complaint
8. I have lost an object on the train or in the station and I would like to get it back
9. I have agreed to receive commercial offers and surveys about the products of SNCB/NMBS
10. I have opened a MySNCB/NMBS or MyTrain account
11. I have been given a fine
12. I am a supplier or professional client (or a contact person of a supplier or professional client) of SNCB/NMBS12. I am a supplier or professional client of SNCB/NMBS
13. I am the victim of an accident on the platform, in the station or on the train
14. I (regularly) visit the SNCB/NMBS website or regularly use the SNCB/NMBS app

On which grounds do we process your information?

In most cases, we will process your information so that we can carry out the contract that exists between SNCB/NMBS and you. This is the case, among others, when you book or purchase a train trip and ask for a discount and when you wish to use the after-sales service.

In addition, in certain circumstances, we are legally required to process your personal data. We are required to ensure the safety at the stations, on the trains and on the platforms. For that reason, we may also film you with cameras that can be found in those places and we can also check your identity, establish violations and follow-up on these.

We can also group an amount of processing in the legitimate economic interest of SNCB/NMBS. Examples of this include the combating of fraud, carrying our market research, improving our services and the development of new products. In doing so, we always assess whether your interest in protecting your privacy and your rights concerning your personal data outweigh the interest of SNCB/NMBS. If this is effectively the case, SNCB/NMBS cannot begin this processing and must adapt it so that it is in balance with your interests.

Lastly, we will base some of the processing on your consent. This is, for example, the case with electronic direct marketing and with processing specific categories of personal data, such as medical information. This consent shall, in most cases, be made clear by a positive action that you make (for example, supplying us with your personal data). In specific cases, such as with the processing of medical information, we will ask for your explicit consent.
You can always revoke your consent. The processing that we have done until this consent is revoked does remain valid and justified.

How long will we keep your data?

Whenever the law imposes a minimum storage period, we are always required to store your information at least for this period. Aside from this minimum storage period and when the law does not establish a storage period, we have made a consideration in determining the storage period that weighs your interests and those of SNCB/NMBS whereby the interests of SNCB/NMBS may never outweigh yours, and of the rate at which the data ages and the reasons for processing your data.

If we process your data for various reasons, the longest storage period will always apply. The possibility of the relevant services of SNCB/NMBS using your personal data will, however, be determined by the specific storage period that applies to that service: if the storage period for that service has expired, we will no longer be able to use the data.

After the storage period has expired, your data will be removed from our data banks or be anonymised so that we can no longer link it to you.

More information about the exact storage period of your data can be found above in the information for specific processing.

What can we help you with insofar as your personal data is concerned?How can we help you insofar as your personal data is concerned?

1. You can oppose the use of your personal data for direct marketing.1. Oppose the use of your personal data for direct marketing.
2. We can provide you with an overview of your personal data that we process.2. Get an overview of your personal data that we process.
3. You can ask us to adapt or augment your personal data.3. Adapt or augment your personal data.
4. You can ask us to delete certain parts of your personal data.4. Delete certain parts of your personal data.
5. You can ask us to provide you with your personal data in an electronically legible format so that this can be passed on to another train operator.5. Get your personal data in an electronically legible format.
6. You can revoke the consent you provided for the processing of your personal data.6. Revoke your consent for the processing of your personal data.
7. You can ask to limit the processing of your personal data to certain purposes.7. Limit the processing of your data to certain purposes.

How can I do this?

You can oppose the use of your data for direct marketing by clicking on the "sign out" button that you will find in all of the direct marketing documents.

In addition, you can also send a written request with proof of your identity to SNCB/NMBS Customer Service, Hallepoortlaan 40, 1060 Brussels, Belgium or send an email to privacy@b-rail.be.

If you have a My SNCB/NMBS account, you have the option of managing and adapting your own profile information and of choosing to no longer receive any emails or sms text messages from SNCB/NMBS.


How do we protect your data?

We have appointed a Data Protection Officer who advises us about the privacy rules and checks whether SNCB/NMBS complies with the privacy rules.

In addition, we also ensure that only the persons who are effectively required to process your personal data for their professional activities within SNCB/NMBS have access to your data.

For all important existing processes and all new processing operations, we carry out a Data Protection Impact Assessment in which we examine, together with the Data Protection Officer, whether the privacy rules are being complied with and your personal data is always sufficiently protected. When these assessments yield points of improvement for us, these are strictly followed and a solution must be found before the processing can start again.

We are committed to taking all the appropriate technical and organisational measures to protect your personal data against destruction, loss, unintended alteration, damage or disclosure. To guarantee this protection, we periodically make back-ups, among others.

Contact information

National Railway Company of Belgium (SNCB/NMBS), limited liability company under public law, Frankrijkstraat 56, 1060 Brussels, Belgium (RPR Brussels: BE 0203.430.576).
SNCB/NMBS is responsible for the processing of this personal data and ensures the confidentiality and security of this data.

You can contact us at the following address: SNCB/NMBS Customer Service, Hallepoortlaan 40, 1060 Brussels, Belgium or send an email to privacy@b-rail.be.

The Data Protection Office service and the Data Protection Officer of SNCB/NMBS can be contacted via the SNCB/NMBS Data Protection Office, Hallepoortlaan 40, 1060 Brussels, Belgium or via email dataprotectionoffice@b-rail.be.

If you are not satisfied about the way SNCB/NMBS processes your personal data and about the response you received from our customer service and the Data Protection Officer to your complaint, you can submit a complaint to the Data Protection Authority. On the date of this publication, no details were known yet about where and how you can submit a complaint to this authority. While we await this information, we refer you to the website of the Data Protection Authority: www.dataprotectionauthority.be.
SNCB/NMBS reserves the right to always be able to change this Privacy Policy.