Article version 2023.44.0

Privacy Notice – Customer Care

Effective from:

Published at:

This document describes how Volvo Cars (as defined below) processes your personal data when you contact and engage with our customer care service (hereinafter “Customer Care Queries”).

You can find below:

1. Who we are

The entity responsible for the processing of personal data in relation to Customer Care is Volvo Car Turkey OTOMOBİL LTD. ŞTİ, having its registered office at Fatih Sultan Mehmet Mah. Poligon Cad. Buyaka 2 Sitesi No: 8B Kule 2, Kat 4 Tepeüstü, Ümraniye 34771, Istanbul, Turkey, company registration number 422515 , hereinafter referred to as “Volvo Cars”, “we”, or “us”.

2. What personal data we process and why

The Customer Care Query involves the processing of the following categories of personal data:

  1. In order to handle the matter of concern for which you contact us via the internet, app, call centre or other channel, we manage your query and provide you with relevant support. For example, we answer questions that are related to Volvo Cars´ products and services or handle complaints. For this purpose, we process your contact information, customer information, car-related information, case information, and, in case that you are inquiring about a Care by Volvo subscription, financial information related to your subscription. The legal basis of the data processing is our legitimate interest to handle your errand (Art. 6.1.f) GDPR).
  2. If you reach out to us, and have agreed to participate in a survey, we also process your data for the purpose of performing customer satisfaction surveys. The goal of this activity is to generate and analyse customer feedback related to our products, services, brand, and communications. For this, we process your first and last name, phone number, and your responses to our questions. The legal basis of the data processing is your consent (Art. 6.1.a) GDPR).
  3. If you are not yet a customer of Volvo Cars, we also process your personal data for the purpose of lead management, i.e., the handling of prospective customer´s interests. That means that we register you in our systems as a person interested in our products and/or services. For this purpose, we process your name, chosen contact method (phone, e-mail, or chat), contact information, recommended or preferred retailer, and particular interests with regards to our products and services. The legal basis of the data processing is our legitimate interest (Art. 6.1.f) GDPR).

3. How long we keep your data

Volvo Cars will only retain your personal data for so as long as it is required for one or more of the purposes listed above, or where we are otherwise legally obligated to keep the data (including but not limited to: contractual periods, warranty and product liability requirements, legal reporting obligations, retention requirements necessary for anticipated disputes, and/or to prevent fraud).

Where we no longer have a legitimate business need for the data, we will either anonymise it so that it is no longer capable of being associated specifically to you, or your vehicle, or we will delete it.

The standard retention periods for customer care support interactions depends on your country of residence and ranges between 1 to 10 years from the date the case is closed. Meanwhile, call recordings and chat transcripts data will be kept up to one (1) year from the date of the call or the chat. These retention times are furthermore subject to certain rights available to you (such as your right to erasure), choices and permissions you have selected, periodic changes to other legal obligations we must comply with (see above) or where we have otherwise notified you of a different retention period.

4. Who we share your personal data with

We will share your personal data with the following categories of third parties, on a need-to-know basis:

  • Our processors supporting Customer Care Queries, which are limited by contract in their ability to use your personal data for any purpose other than to provide services for us in compliance with each data processing agreement in place.

5. Your rights in relation to the data processing we perform

You have specific legal rights granted by the General Data Protection Regulation relating to the personal data we process about you. You can withdraw your consent or object to our processing of your data, access the data we hold about you, ask for rectification or restriction of your data, request to have your data ported to another entity, request that we delete your data, and finally you can file a complaint with a data protection supervisory authority.

Details about your rights – what they mean, when and how you can exercise them - can be found in our Customer Privacy Policy.

6. Contact information

In order to exercise your rights, please use the applicable web form mentioned above. If you have any other questions regarding the subject matter of personal data protection, you can contact us at the following contact details:

Volvo Car Corporation

Post address: Volvo Car Corporation, Assar Gabrielssons Väg, SE-405 31 Gothenburg, Sweden

E-mail address:

Volvo Car Turkey OTOMOBİL LTD. ŞTİ

Postal address: Fatih Sultan Mehmet Mah. Poligon Cad. Buyaka 2 Sitesi No: 8B Kule 2, Kat 4 Tepeüstü, Ümraniye 34771, Istanbul, Turkey

E-mail address:

7. Changes to our Privacy Notice

We reserve the right, at our discretion, to modify our privacy practices and update and make changes to this privacy notice at any time. For this reason, we encourage you to refer to this privacy notice on an ongoing basis. This privacy notice is current as of the date which appears at the top of the document. We will treat your personal data in a manner consistent with the privacy notice under which they were collected, unless we have your consent to treat them differently.