Deutsche Bahn

DB cleaning team

Nothing's too dirty for us to deal with.

At selected stations in Germany and on the trains of S-Bahn Berlin and Munich, people can now use WhatsApp to report dirt and other cleanliness-related problems helping us take care of the issue in even less time. Simply use one of the listed numbers to send a message, including your location and the nature of the problem. You will then quickly receive notification that we have received your message and that the cleaning team is on the case. If you want, we can send you another message when the team completes its work, and you can rate the cleanliness.

Simply use WhatsApp to send a message to the numbers provided. You can contact the DB cleaning team at the following locations. 

We hereby inform you of the following: what personal information of yours we collect, how we use it and how you can withdraw consent to your data's usage.


Who is responsible for collecting and processing data?

DB Station&Service AG is the party responsible for collecting and processing your data.

If you have any questions or comments regarding privacy, please use the following details to contact us:


DB Station&Service AG

Operations (I.SHO)

Europaplatz 1

10557 Berlin Germany


E-mail: Kundendialog.WhatsApp@deutschebahn.com

Contact details for our privacy officers

E-mail: datenschutz-station@deutschebahn.com


What data do we collect? How and why do we process your data?

We collect and process your data only for the purpose of registering, processing and managing information you provide when reporting dirt and other cleanliness-related problems.

The company MessengerPeople GmbH uses the WhatsApp messaging service to forward your mobile phone number to us. MessengerPeople GmbH's privacy notice (in German): https://www.messengerpeople.com/en/datenschutzerklaerung/

To find out how WhatsApp processes and uses your personal data, please see the service's privacy notice: https://www.whatsapp.com/legal/

No additional personal data is necessary for the purposes named above. If you wish to provide us with personal data in a proactive and voluntary manner (e.g. as part of your message or when contacting us by e-mail), we will treat this information as confidential and delete it once your message or question has been dealt with.

When notifying us of dirt, etc., we would also ask you take particular care not to forward information that is clearly unnecessary for processing and handling the incident. Furthermore, do not forward information that might infringe on the rights of a third party (i.e. by including people in photos). We delete all such information immediately upon identification.


Data processing regulations

If we process information based on your consent, this process is based on Article 6.1(a) of the General Data Protection Regulation (GDPR).

Processing personal data required for fulfilling the contract with you is based on Article 6.1(b) of the GDPR. Article 6.1(b) of the GDPR also applies to processing required for performing precontractual measures, e.g. in connection with requests pertaining to our products or services.

If our company is required by law to process personal data, the relevant processing measures are based on Art. 6.1(c) of the GDPR.

Processing arising from our legitimate interests is based on Art. 6.1(f) of the GDPR.

In the event that the vital interests of the person in question or another natural person require the processing of personal information, such processing is based on Art. 6.1(d) of the GDPR.


Is any data forwarded?

Processing notification of dirt, etc. requires the involvement of order processing specialists working under orders, e.g. computer centre operators or other parties involved in contract processing.

We take great care when selecting external service providers who process data on our behalf, and they adhere to our strict contractual obligations. These service providers follow our instructions. This is safeguarded by strict contractual regulations, technical and organisational measures and supplementary checks.

Your data is forwarded only if you provide us with your explicit consent or if mandated by legal provisions.

Your information is not forwarded to a third-party state outside the EU/EEA or to an international organisation unless suitable guarantees have been provided. These include standard EU contract clauses and an EU Commission decision regarding suitability.

We have commissioned DB Systel GmbH to undertake technical operational management in order to provide you with this service for reporting dirt, etc. An orders matrix is used, in particular, for establishing a sequence for incoming reports and preparing them for processing.


How long is your data stored?

We store data only while it is necessary for fulfilling the aim for which it was collected, or if such storage is mandated by law. When dirt, etc. is reported, we store your data only until the operation has been completed in full (notification of completion or information about third party's responsibility). Your data is then deleted.


What rights do users have?

Users can demand to know what data pertaining to them has been stored.

They can demand the correction or deletion of their personal data, or demand that its processing be restricted (blocking), provided this is permissible by law and possible within the framework of an existing contractual relationship.

They have the right to submit complaints to a supervisory authority. The supervisory authority responsible for DB Station&Service AG:

Berliner Beauftragte für Datenschutz und Informationsfreiheit (Berlin's officer for data protection and freedom of information)

Friedrichstr.219, 10969 Berlin, Germany

E-mail: mailbox@datenschutz-berlin.de


You have the right to the transfer of data that you provide us on the basis of your consent or a contract (data portability).

If you have given us your consent to data processing, you can withdraw it using the same process by which you provided it. The withdrawal of consent does not affect the legality of data processing performed before withdrawal on the basis of the consent provided previously.

If processing takes place for reasons connected to our legitimate interests or with the purpose of providing a public service, you can withdraw your consent to data processing for reasons related to your specific personal situation.

To exercise your rights, simply post a letter to the following address:

DB Station&Service AG

Operations (I.SHO)

Europaplatz 1

10557 Berlin Germany

Alternatively, you can use e-mail: Kundendialog.WhatsApp@deutschebahn.com


Privacy notice updates

We update our privacy notice in line with changes to functions or legal regulations. We therefore recommend that you review our privacy notice at regular intervals. If your consent is necessary or if elements of the privacy notice contain provisions from the contractual relationship with you, changes will be made only with your consent.


Last modified: 10 July 2018