Tickets & fares Travel updates Destinations & offers Help & feedback Live Departures Journey Check Register Login c2c Status: Privacy and Cookies Notice This version posted on: 13/02/2020 Introduction Trenitalia c2c Limited (trading as c2c) is an award-winning train operator that runs services between Fenchurch Street, in the heart of the City of London, and Basildon, Shoeburyness, and Grays and is headquartered in the City of London. We are committed to providing our customers industry leading services, often through groundbreaking innovations, like our award-winning Automatic Delay Repay system. We know you take your right to privacy seriously. We take your right to privacy seriously, too. We want you to have clear, accessible and easy to understand guidance about what information we collect about you, where it comes from and how we use it. This privacy notice applies to the use of personal information and other information by c2c. We are committed to applying appropriate security measures to keep your information secure and safe and to only use the information you provide and any other information we may hold about you, for the purposes set out below. c2c may use and share, with its advisors, applying appropriate security measures to keep your information safe and secure, the information you provide and other information we hold about you for the defined purposes described below. How we collect your personal information and how we use it. Where c2c does request your personal information, in all cases we only request information which is necessary to provide you with the c2c services you have requested. With a few exceptions, the personal information we collect is limited to the sort of information we require to facilitate use of our various services, like; name, last name, home address, phone and or/ mobile number, date of birth and payment card information. We use this information to provide customers with our transportation and ticketing services. We do not sell personal information to anyone and only share it with third parties who are facilitating the delivery of c2c’s services. If you are aged 13 or under, please get your parent or guardian’s permission before you provide any personal information to us. Users without this consent are not allowed to provide us with personal information. In addition to using your information for the purposes mentioned in this Privacy Notice, we may also use your personal information to monitor, improve and protect our products and services, work with our agents and business partners to improve the products and services we offer and to develop new products and services. c2c website Purchases c2c free WiFi and vista onboard entertainment c2c mobile applications Your communication with c2c Secure Cycle Fob Scheme Priority Seat Badges Loyalty scheme, competitions, promotions and surveys c2c Smartcard Recruitment CCTV Systems Delay Repay Ticket Offices Third Parties Sharing personal information Information about purchases and use of our services are stored in association with your c2c account. The personal information which c2c collects about you is stored in one or more data bases hosted by us and by third parties located in the UK and the EU. c2c has contracts with some third party service providers, who provide the administration and ‘back office’ services that ensure the efficient day-to-day operation of our services, products as well as for out recruitment and selection process. Therefore the information you provide may be shared with these third parties for the purposes of providing you with our services and products. Where you have provided us your personal information in the application of a job role with c2c we may also share you information with third parties for employment assessment and to carry out pre-employment screening, like obtaining references from previous employers, or requesting a Disclosure and Barring Service check. In all cases, these third parties will only process applicant information in accordance with c2c’s instructions and make decisions regarding the information as part of the delivery of their services; they are also required to put in place appropriate security measures that ensure an appropriate level of protection for personal information. We may disclose your personal information to train operating companies with whom we share stations, including TfL, London Overground, Arriva and Greater Anglia, where you use your c2c Smartcard to tap in and/or out on their gates. We may also disclose your personal information to them for ticketing and information services. In some circumstances, c2c may disclose your personal information to the police and other law enforcement agencies) if it is necessary for the prevention or detection of crime and/or the apprehension or prosecution of offenders. Each police request to c2c is dealt with on a strictly case by case basis to ensure that any such disclosure is lawful, proportionate and that we are legally obliged to do so. Only when necessary, c2c may also disclose your personal information to other third parties in order to defend c2c’s legal rights, or in an emergency where the health or personal security of an applicant is at risk. Keeping your personal information secure c2c takes the privacy and trust of customers, job applicants and employees very seriously. We have a range of robust policies, processes and technical measures in place and maintain physical, technical and administrative safeguards to protect your personal information. Access to systems that hold personal information is restricted to authorised personnel, who need to know that information to provide you c2c services or products, through the use of unique identifiers and passwords. Your personal information is stored on systems that are protected by secure network architectures and are backed-up on a regular basis (to a second secure location) for disaster recovery and business continuity purposes; and to avoid the risk of inadvertent erasure or destruction. Transferring personal information outside the EU c2c collects and transfers personal data outside the EU only: with your consent; to perform a contract with you; or to fulfill a compelling legitimate interest of c2c in a manner that has been carefully considered to not outweigh your rights and freedoms. c2c only does so under the contractual protections afforded under Standard Contractual Clauses for data transfers between EU and non-EU countries. This is to ensure that suitable safeguards to protect the privacy and security of your personal information is applied and to use it only consistent with your relationship with the c2c and the practices described in this Privacy Notice. Data storage and retention Your personal data is stored by c2c on its servers in the UK, and on the servers of the cloud-based database management services that c2c has contracted with. Some of the cloud servers are located outside the EU, however, in all cases the information is safeguarded through Standard Contractual Clauses for data transfers between EU and non-EU countries. c2c will only retain your personal information data for as long as is necessary, including for any relevant legal retention requirements. We will securely destroy the information once it is no longer necessary to retain it. For more information on where and how long your personal data is stored please contact us DPO@c2crail.net. Data subject rights Under the data protection law, you have rights we need to make you aware of. The rights available to you depends on our reason for processing your information. your right to access a copy of the personal information we hold about you; your right right to rectification of inaccurate personal information we hold about you; your right to restrict our use of your personal information; your right to erasure, be forgotten; your right to data portability; and your right to object to our use of your personal information. Where we rely on consent as the legal basis on which we process your personal information, you may also withdraw that consent at any time. If you are seeking to exercise any of these rights, please contact us at DPO@c2crail.net or via the link here: Contact us here You are not required to pay any charge for exercising your rights. We normally have one month to respond to your request. Please note that we will need to verify your identity before we can fulfill any of your rights under data protection law. This helps us to protect the personal information belonging to our customer against fraudulent requests. This Privacy Notice is intended to provide you with information about what personal information c2c collects about you and how it is used. If you have any questions, please contact us at DPO@c2crail.net. Data Protection Officer c2c has appointed a Data Protection Officer to ensure we protect personal data of our customers & others and comply with data protection legislation. If you any questions about how c2c uses your personal data that are not answered here, or if you want to exercise your rights regarding your personal data, please contact our Data Protection Officer: Our DPO: Andy Stewart-Wright Email: dpo@c2crail.net Phone: 0330 109 8130 Write to: Data Protection Officer, Trenitalia c2c Limited, 2nd Floor, Cutlers Court, 115 Houndsditch, London EC3A 7BR You have the right to lodge a complaint with the Information Commissioner’s Office. Further information, including contact details, is available at https://ico.org.uk or call 0303 123 1113 Cookies Notice As is true of most other websites, c2c’s website collects certain information automatically and stores it in log files. The information may include internet protocol (IP) addresses, the region or general location where your computer or device is accessing the internet, browser type, operating system and other usage information about the use of c2c’s website, including a history of the pages you view. We use this information to help us design our site to better suit our users’ needs. We may also use your IP address to help diagnose problems with our server and to administer our website, analyse trends, track visitor movements, and gather broad demographic information that assists us in identifying visitor preferences. The c2c website also uses cookies and web beacons. c2c may track you when you cross from the c2c website to third party websites, to provide you with targeted advertising. You should be aware that when you use our content products and services, we may collect information from the devices you use to receive c2c content, products and services by using ‘cookies’. We also collect such information from third party websites, mobile sites and from apps where we show our own adverts, using cookies and related ad technology. If you’d like to learn how to manage these cookies and choose whether or not to receive information of different types, please see the section “controlling my cookies” below. So what are cookies? How do we use cookies? How we show advertising and marketing that is relevant to you We won’t sell your personal information collected from cookies Controlling your cookies List of Cookies we use Changes and updates to this Privacy Notice As c2c and its services and products change from time to time, this Privacy and Cookies Notice can be expected to change as well. We reserve the right to amend the Privacy and Cookies Notice at any time, for any reason, without notice to you, other than the posting of the amended Privacy and Cookies Notice at this Site. We will, however, make all reasonable endeavours to notify you of any changes, including by posting a notice banner advising of any material changes on our website. We may also e-mail periodic reminders of our notices and will e-mail registered c2c customers of any material changes. Nevertheless you should check here regularly to see the current Privacy and Cookies Notice that is in effect and any changes that may have been made to it. Contacting c2c about this Privacy and Cookies Notice If you wish to make a complaint about how we use your information, please contact us at dpo@c2crail.net or contact@c2crail.co.uk and we’ll do our best to help. However, if you are still unhappy, you can contact the Information Commissioners Office from their website. For any questions or comments about this Privacy and cookies Notice or requests regarding the information we hold about you, please write to Data Controller – Trenitalia c2c Limited, 2nd Floor, Cutlers Court, 115 Houndsditch, London, EC3A 7BR or by contacting DPO@c2crail.co.uk. Please also be sure to notify us of any updates, amendments and corrections to your information by contacting us at contact@c2crail.co.uk. View Cookie Declaration Buy tickets © c2c 2021 One of the UK’s most punctual and most popular train operators, running to and from London to Southend, we have won 15 industry and corporate awards in the past five years, including being named “Rail Operator of the Year” at the 2018 National Transport Awards Our company name is Trenitalia c2c Limited (trading as c2c), registered number 07897267. Our registered address is 2nd Floor, Cutlers Court, 115 Houndsditch, London, EC3A 7BR. About c2c Latest News Passenger Assist Careers at c2c Contact us Delay repay Privacy & cookies notice Cookie Preferences Terms & conditions Media centre Modern Slavery Act Accessibility Full Sitemap