Data protection

Privacy Notice

This Privacy Notice informs you about the data processing in connection with our website and other Miele services. “Services” means the services and other activities, such as support, to be supplied to or carried out by or on behalf of Miele. The processing of personal data takes place exclusively within the framework of the respective applicable legal data protection laws, in particular the European Union (“EU”) General Data Protection Regulation (EU 2016/679) (hereinafter referred to as "GDPR") and where relevant, applicable local data protection law in your territory. Where we refer to the GDPR, we also include reference to applicable provisions of the local data protection law in your territory.

1. General information

1.1 Personal data

In accordance with Art. 4 (1) GDPR, “personal data” means any information relating to an identified or identifiable natural person (hereinafter referred to as the “data subject”); a natural person is considered as being identifiable, directly or indirectly, in particular by means of an identifier such as a name, an identification number, location data, an online identifier or one or more special characteristics expressing the physical, physiological, genetic, mental, economic, cultural or social identity of this natural person.

1.2 Controller

The controller within the meaning of Art. 4 (7) GDPR is:

Miele Sdn Bhd

Level 5 Wisma Star

1 Jalan Yap Kwan Seng

50450 Kuala Lumpur, Malaysia

Email: dpo@miele.my

1.3 Data Protection Officer

You can contact our “Data Protection Officer” at the postal address or phone number listed under the section Controller or by sending an email to: dpo@miele.my

1.4 Legal basis for processing

Information on the legal basis is provided in the relevant section for each of the individual processing activities. The following applies in general:

Insofar as we obtain your consent for the processing of personal data, Art. 6 (1) (a) GDPR is the legal basis.

When processing personal data that is necessary for the performance of a contract to which you are a party or in order to take steps at your request prior to entering into a contract, Art. 6 (1) (b) GDPR is the legal basis.

Insofar as the processing of personal data is required for compliance with a legal obligation to which we are subject, Art. 6 (1) (c) GDPR is the legal basis.

If the processing is necessary to safeguard a legitimate interest on our part or on the part of a third party and if your interests, fundamental rights, and freedoms do not override the former interests, Art. 6 (1) (f) GDPR serves as the legal basis for the processing.

1.5 Storage of personal data

We delete personal data as soon as the storing is no longer necessary in relation to the purposes for which they were collected or otherwise processed. Beyond that, we may be obliged to store your personal data for compliance with a legal obligation which requires processing by Union or Member State law to which we are subject (e.g. commercial and tax law). The personal data will be deleted when a storage period prescribed by the aforementioned standards expires, unless there is a need for further storage of the data in order to conclude or fulfill a contract.

1.6 Obligation to provide personal data

Unless otherwise described in our Privacy Notice, you are not legally or contractually obliged to provide your personal data. However, failure to provide personal data may in some cases mean that we are unable to provide services.

1.7 Transfer of personal data

Within the context of the data processing described in this Privacy Notice, it might be possible that we transfer personal data to the following categories of recipients (in addition to the recipients expressly stated in this Privacy Notice):

• Authorized agents and other consultants (e.g. attorneys, tax accountants, auditors);
• Service providers (e.g. marketing agencies, IT service providers);
• Companies of the Miele Group (https://www.miele.com/en/com/subsidiaries-2156.htm);
• Insurance companies; and
• State agencies and governmental bodies.

We only transfer personal data to third parties insofar as it is required to fulfil our contractual obligations, in case we have or the respective third party has a legitimate interest in processing the personal data or if you have given consent to the transfer. Furthermore, we only transfer personal data to third parties if and insofar as we are obligated to do so according to applicable law, regulatory action or court order.      

1.8 International transfer of personal data

Unless otherwise expressly stated in this Privacy Notice, all personal data collected from you in connection with your use of Miele services is generally stored and processed on servers within the territory of the European Union. However, it might be possible that your data will be transferred and processed outside the territory of the European Union. In such event, your data will be secured by appropriate safeguards as set forth in Art. 46 (2) GDPR, in particular, but without limitation to, the use of the Standard Contractual Clauses for the transfer of data between EU and non-EU countries (which can be found here) or adequacy decisions by the European Commission on the basis of Art. 45 of Regulation (EU) 2016/679 (which can be found here). Please contact us if you want to get more information about the international transfer of data at Miele.

1.9 Data subject rights

Data subjects have various rights under GDPR. These include in particular:

• Right to information: According to Art. 15 GDPR, you can request a confirmation as to whether personal data concerning you is being processed by us. If such processing is available, you may also request further information about the processing from us.
• Right to rectification: In accordance with Art. 16 GDPR, you are entitled to rectification and/or completion if the processing of personal data concerning you is incorrect or incomplete.
• Right to restriction of processing: You may request, pursuant to Art. 18 GDPR, that the processing of your personal data be restricted, as long as one of the following conditions is met:
  1. The accuracy of the personal data is contested by the data subject, for a period enabling the controller to verify the accuracy of the personal data;
  2. The processing is unlawful and the data subject opposes the erasure of the personal data and requests the restriction of their use instead;
  3. The controller no longer needs the personal data for the purposes of the processing, but the data subject requires it for the establishment, exercise or defence of legal claims;
  4. The data subject has objected to processing pursuant to Art. 21 (1) GDPR pending verification of whether the legitimate grounds of the controller override those of the data subject.
• Right to erasure: According to Art. 17 GDPR, you also have the right, under certain circumstances, to demand the deletion of your personal data that has been stored, as long as one of the following conditions is met:
  1. The personal data are no longer necessary in relation to the purposes for which they were collected or otherwise processed;
  2. The data subject withdraws consent on which the processing is based according to Art. 6 (1) (a) GDPR, or Art. 9 (2) (a) GDPR, and there is no other legal ground for the processing;
  3. The data subject objects to the processing pursuant to Art. 21(1) GDPR and there are no overriding legitimate grounds for the processing, or the data subject objects to the processing pursuant to Art. 21 (2) GDPR;
  4. The personal data have been unlawfully processed;
  5. The personal data need to be erased for compliance with a legal obligation under Union or local law of a Member State to which the controller is subject;
  6. The personal data have been collected in relation to the offer of information society services referred to in Art. 8 (1) GDPR.
• Right to data portability: In accordance with Art. 20 GDPR, you are also entitled to receive the personal data that you have provided in a structured, common and machine-readable format and to transmit it without any obstruction from us to another controller.
• Right of appeal: You have the right to complain about the handling of your personal data by a data protection authority. Please find further information here: https://www.malaysia.gov.my/portal/content/654
• Right of objection: If your personal data on the basis of legitimate interests are processed pursuant to Art. 6 (1) (f) GDPR, you have the right to object to the processing of your personal data in accordance with Art. 21 GDPR, provided there are reasons for this arising from your particular situation, Miele cannot demonstrate compelling legitimate grounds for the processing which override the interests, rights and freedoms of the data subject or if your objection is based on being targeted by personal advertising. In the latter case, you have a general right of objection, which is implemented by us without any situation being specified.

To assert the aforementioned rights, please contact us stating your concern, your name and, if applicable, your customer number. Please address your request to the contact details given in sections Controller or Data Protection Office​

2. Collection and processAutomatically processed data when visiting

2.1 Automatically processed data when visiting

Each time you access our website, your browser automatically transmits data that is stored in the log files of the server. This includes the following data (hereinafter referred to as the "Log File Data"):

• Information about browser type and browser version;
• The operating system of the user;
• The Internet service provider and IP address of the user; and
• The date and time of the access.

The Log File Data is evaluated anonymously in order to continuously improve the website, to adapt the website to the interests of our users and remedy errors quickly. For these purposes, our legitimate interest in the processing of data is pursuant to Art. 6 (1) (f) GDPR.

In a non-anonymised form, Log File Data are used solely to detect malfunctions and to ensure system security, including detection and tracking of improper access attempts and fraud and abuse attempts. In the event of technical errors or security incidents, we may also log the customer number and the shopping cart ID. The data are stored up to 30 days. In certain cases, Log File Data must be stored for a longer period, e.g. for troubleshooting or for preservation of evidence. In these cases, Log File Data will not be deleted until final clarification of the respective incident and may in individual cases be forwarded to the investigating authorities. For these purposes, our legitimate interest in the processing of data is pursuant to Art. 6 (1) (f) GDPR.

2.2 Find a Dealer

For our “Find a Dealer” feature, we use the map service Google Maps via an API. The provider is Google Ireland Ltd., Gordon House, Barrow Street, Dublin 4, Ireland (hereinafter referred to as "Google").

If you agree to use our feature by clicking the “Load Google content”-button, your

• IP-address;
• address - if entered in the user input field on the page; and
• geolocation - if you click the arrow icon next to the input field on the page and give or have given permission to share your (geo)location within your browser,

will be shared with Google so that the feature can provide you with a list of dealers, partners or other Miele related locations near the location you have given.

We will save your decision for your current session in a cookie so that you still have the chance to change your mind. The session cookie has only that content (true/false value). For more information, see our cookie policy.

We process your data to provide you with the services you have requested, in accordance with Art. 6 (1) (b) GDPR.

You can change your permission or non-permission sharing your (geo)location within your browser privacy preferences or site settings at any time.

If you change your mind about having your data used for the feature, you can delete the cookies and reload the page or end the session.

Google controls your personal data and may use it for their own purposes and send it to secure and insecure countries. We have no influence on that data transfer and processing. If you would like more information about Google Maps' data processing and privacy, please visit  https://policies.google.com/privacy#europeanrequirements​

3. Contact and customer service

3.1 Contacting us

Our website lists different ways that you can contact us. Furthermore, you can contact us through our social media presences (e.g. on Facebook or Instagram). If you use these and contact us e.g. by email, we will process the data you provided to us to answer your request.

We have a legitimate interest in answering your enquiries. The legal basis for the data processing is Art. 6 (1) (f) GDPR. If the purpose of your request is to conclude a contract, the legal basis is Art. 6 (1) (b) GDPR.

When contacting us, data transmitted to us will be deleted after completion of your request, provided and insofar as we are not obliged to store it for reasons based on commercial and tax law.

3.2 Miele Customer Service

You can contact Miele Customer Service in various ways, e.g. by telephone or online. In this case, we will process the data you submit to us as part of your request. Insofar as it is necessary for the provision of customer service, for example, to collect the Miele appliance from you, to carry out repair work or process warranty or guarantee claims, your data will be forwarded to our service partners.

In the context of the fulfilment of customer services, we process personal (name, address, telephone number, contact details) and appliances-related (serial number, appliances status) data.

The legal basis for the processing of your data in the context of customer service is Art. 6 (1) (b) GDPR.

Furthermore, we process the abovementioned data for product security and surveillance purposes and to fulfil our legal obligations as manufacturer or distributor of the products. For these purposes, we may transfer your data to our supplier. The legal basis for the processing of your data is Art. 6 (1) (b) and 6 (1) (c) GDPR.

Moreover, we pseudonymize your abovementioned data and evaluate your data only in a pseudonymous manner so that we can continuously optimise our products and services. The legal basis for this is Art. 6 (1) (f) GDPR, whereby the optimisation of our products and services justifies our legitimate interest.

If you consented to screen or call recordings, your call and the screen of the agent may be monitored for training or quality assurance purposes. The legal basis for the processing of your data in this context is Art. 6 (1) (a) GDPR for call recordings and Art. 6 (1) (f) GDPR for screen recordings.

With regard to customer service, data transmitted to us will be deleted upon expiry of the corresponding warranty or guarantee periods, provided and insofar as we are not obliged to store them for a longer period for reasons based on commercial and tax law.

3.3 Qualtrics Satisfaction Surveys

We use the services of Qualtrics LLC, 333 W. River Park Drive, Provo UT 84604, USA for customer, product, and brand surveys to regularly improve our products and services. When you are participating in a survey, only log data (date and timestamp, information to your browser and browser settings, information about your device,usage date) will be processed. You are free to decide whether you like to participate in a survey. If you do not want to participate, you can just close the survey pop-up. The legal basis for the data processing is your consent, Art. 6 (1) (a) GDPR. You can revoke your consent with effect for the future at any time.

In the context of the use of Qualtrics services, we also use Qualtrics cookies, mainly to help keep track of survey sessions or to maintain survey sessions. Please find more information to our use of Qualtrics cookies in our cookie notice. For more information about Qualtrics LLC and use of personal data by Qualtrics please visit  https://www.qualtrics.com/privacy-statement/.

3.4 Neocom Buyers Guide

On our website, we use Guided-Selling-service provided by our service provider Neo Commerce GmbH, Max-Bill-Str. 8, 80807 Munich, Germany („Neocom“). The service helps you to find the right product faster and more efficiently. After only a few questions, initial product suggestions are made. The products get populated based on how well it fits your needs. You are free to decide whether you like to use the service. In this context, we only process meta data of an HTTP Web request as referrer, your IP-address, browser language and user agent (browser/ OS type & version) and your data shared with us by using the service. Your data is stored only for the duration of the session. We process your data to provide you the service. The legal basis for the processing is Art. (6) (1) (f) GDPR. We have a legitimate interest in helping you to find the right product on our website Neocom acts as a processor on our behalf and acts upon our instructions.

If you have given consent, we will set a persistent session ID when you use the Buyer’s Guide. This allows us to recognize returning users across sessions and evaluate interaction data to improve the recommendation quality and consultation logic. The session ID is retained for up to 365 days. To support ongoing service improvement, your interaction data may be evaluated - with your consent - to better tailor future consultations and refine how product suggestions are made over time. We store the data for up to 2 years.  The legal basis for the data processing is your consent, Art. 6 (1) (a) GDPR. For further details, please refer to our cookie notice and visit https://neocom.ai. If you additionally consent to website and app behavior tracking for personalized advertising, this data may also be processed for personalized advertising purposes.

3.5 Meta Pixel (formerly Facebook Pixel)

On our website, we use the Meta Pixel, a snippet of JavaScript code that allows us to track your activities on our website (Conversion Tracking) and to use the Facebook remarketing feature (Custom Audiences) provided and/or used by Meta Platforms Ireland Ltd., 4 Grand Canal Square, Grand Canal Harbour, Dublin 2 (“Facebook” or “Meta”).

The Meta Pixel receives and processes the following types of data: HTTP Headers, Pixel specific data (including Pixel ID and the Meta Cookie), Button Click Data, Optional Values and Form Field Names. The Meta pixel enables to offer the Meta Products to you and to understand the information they receive about you, including information about your use of other websites and apps, whether or not you are registered or logged in. Further information about Meta's cookies, including how Miele uses data from Meta, and the data processed, can be found here and in our Cookie Notice.

For more information about Meta, please refer to the Meta Privacy Policy, which you can access here: https://www.facebook.com/privacy/explanation.

In general, your data will be processed within the European Union. However, it might be possible that your data must be transferred und processed outside the United States, for example to the Facebook Inc. in the United States. In such event, your data will be secured by appropriate safeguards as required by law,

For information regarding how to opt out of Meta Pixel tracking, please see our Privacy Preference Centre. 

3.5.1 Conversion Tracking

We use the Meta Pixel to track your actions in order to analyze the effectiveness of our conversion funnel and regularly improve our website.

3.5.2 Facebook Custom Audiences

We use the Meta Pixel in order to show users of the website interest-based advertisements ("Facebook Ads") during their visit to the social network Facebook or other websites that also use this process. We show you advertisements that are of interest to you in order to make our online offers more relevant to you. As part of this effort, we provide Facebook a “hashed version” of your email address, which could be matched to your Facebook profile. Hashing is a mathematical operation that applies an equation to information, producing an encrypted value that cannot be reversed to reveal the original data. Both Miele and Facebook run the same one-way hash function on the same data element, for an example, an email address. As a result, when Miele provides Facebook with the hashed email addresses of a selected group of customers, Facebook is able to match these hashed values against the corresponding hashed values for users of the platform, allowing Facebook to target Miele customers who are users of that platform with relevant advertising, based on demographic and other factors selected by Miele. Miele provides only the hashed value and no other information about you to Facebook. Further information about this process may be provided by Facebook (see, for example, the “Ads” icon in Facebook’s user Privacy Settings and Tools), and you may exercise the preferences provided by those social media platforms with respect to your viewing of advertising on those platforms.

Disabling the "Facebook Custom Audiences" feature is available to logged-in users at https://www.facebook.com/settings/?tab=ads#.

3.6 Google Services

On our website, we use Google Analytics 4, Google Ads for Remarketing, Google Ads Conversion Tracking, Google Conversion Linker, Google DoubleClick (also known as Floodlight), based on the Marketing Platform – including Campaign Manager 360, Display & Video 360, Search Ads 360 (“Google Tools”) that allow us to track your activities on our website and/or used by Google Ireland Limited ("Google"), Gordon House, Barrow Street, Dublin 4, Ireland.

Google receives and processes the following types of data: cookie data, usage data (browser type and settings, device type and settings, operating system, application version number) and other internet information. Google Tools enables Google to offer relevant search results and advertisements to you and to understand the information they receive about you, including information about your use of other websites and apps, whether or not you are registered or logged in. Google may use the data collected to contextualize and personalize the ads of its own advertising network.

For more information on Google Tools and how Google may use your data, please refer to our cookie notice, the Google Privacy Policy and Google Terms of Use found here, the Google Ad Policies found here and https://business.safety.google/privacy/.

To opt out of Google Tools, you can set preferences for how Google advertises to you using the Google Ad Settings page found here. Alternatively, you can opt out by visiting the Network Advertising Initiative Opt Out page found here, or by using the Google Analytics Opt Out Browser add-on found here.

4. Cookies

We also use cookies or similar technologies on our website, such as pixels (hereinafter referred to as "Cookies"). Cookies are small text files stored by your browser on your device, or image files, such as pixels. The next time you visit our website with the same device, the information stored in cookies will either be returned to our website (hereinafter referred to as "First Party Cookies") or to another website (hereinafter referred to as "Third Party Cookies").

We inform you about the use of cookies and provide you the opportunity to activate non-necessary cookies in advance with a corresponding note on a banner or in the cookie settings. Furthermore, you will find exhaustive information about the use of cookies and opportunities to activate or deactivate non-necessary cookies in our cookie policy.

5. Social media plugins

Our website uses the Facebook social media plugin of Meta.

An overview of Facebook plugins can be found here: http://developers.facebook.com/docs/plugins; You can find further information on Facebook's Privacy Policy at the following link: www.facebook.com/policy.php

Facebook may receive the information that you have accessed the corresponding website of our online service and possibly interacted with the plug-in. By activating the plug-in, your personal data will be saved and sent to Facebook.

We have no influence on the collected data and data processing operations, nor are we aware of the full extent of data collection, the purpose of the processing, or the retention periods. We also have no information on how to delete the data collected by Facebook.

Facebook stores the data collected about you as usage profiles and uses them for purposes of advertising, market research and/or tailor-made website design. Such an evaluation is carried out in particular (also for non-logged-in users) for the presentation of needs-based advertising and to inform other users of the social network about your activities on our website. You have a right to object to the formation of these user profiles, whereby you must exercise this right to Facebook.

Through the plug-ins we offer you the opportunity to interact with the social networks and other users, so that we can improve our offer and make them more interesting for you as a user. The legal basis for the use of the plug-ins is Art. 6 (1) (f) GDPR.

You can completely prevent the plug-ins from being loaded using add-ons for your browser, so-called script blockers.

6. Miele digital products and services

Miele collects and processes personal data in connection with your use of the Miele digital products and services. Please find more detailed information about the use of your data in connection with the Miele digital products and services here.

7. User generated content on Social Media

When you tagged us in your content on social media, it might be possible that we ask for your consent to repost your content on our social media channels (e.g. on Facebook, Instagram, YouTube, X and others). We will only use your content after we have received your explicit consent. In order to do so, we process your content, your username / account name on social media, your email address and any further information you share with us, e.g. your name. The legal basis for the processing of your data is your consent, Art. 6 (1) (a) GDPR. The data are stored by us only as long as it is necessary for the fulfilment of the respective purpose, unless otherwise provided for by the applicable legislation. You may revoke your consent at any time, with effect for the future.   

8. Miele trade fair presence

If you visit one of our booths, we collect your data if you provide us with such, e.g. by handing over your business card. We process these data to respond to your concern, e.g. to contact for further discussions or offers. If this is necessary to respond to your concern (e.g. when requesting a contact abroad), we will forward your data to the responsible person of the respective company of the Miele Group.

We have a legitimate interest in answering your enquiries. The legal basis for the data processing is Art. 6 (1) (f) GDPR. If the purpose of your request is to conclude a contract, the legal basis is Art. 6 (1) (b) GDPR. If you give us your consent for such, the legal basis is Art. 6 (1) (a) GDPR. You may revoke your consent at any time, with effect for the future.

When contacting us, data transmitted to us will be deleted after completion of your request, provided and insofar as we are not obliged to store it for reasons based on commercial and tax law.

At our booths, we also occasionally take pictures and film recordings for documentation, marketing and press purposes, which are then published via, among other channels, our social media channels (e.g. Facebook, YouTube or Instagram). In this case, we will expressly point this out to you by posting a notice on the stand. You may revoke any consent granted to us regarding the use of an image at any time, with effect for the future.

 

Information on data security at Miele

Miele on data security

Miele, as a manufacturer of high-quality and durable products, also puts the highest demands on the data and cyber security of its networked devices, apps and web applications. Although, we try very hard to detect and eliminate weaknesses in advance, one hundred percent security in case of information technology can be hardly achieved.

For this reason, Miele is interested in any information from you that relates to possible or discovered data security risks affecting our networked products, apps or web applications.

For reporting vulnerabilities and information about cyber security at Miele, please use our international page:

             https://www.miele.com/de/com/cybersicherheit-5047.htm

Even if you're not quite sure: We will follow up your request and contact you if we have any further questions.