The Dutch Data Protection Authority reports that the number of privacy complaints continues to increase sharply. More than 15.000 people filed a complaint with the Dutch Data Protection Authority (AP) in the first six months of this year. That is almost 60% more than in the second half of 2018.

An explanation for this is that the possibility to file privacy complaints is new in the Netherlands and is becoming increasingly well-known. It is also likely that the Netherlands is a highly digitized country. People are concerned about their privacy and complain about a violation of their privacy rights. For example, they get stuck with a request for access or the request for their data to be deleted. This is especially the case with business service providers, such as energy suppliers and the retail trade.

Chairman Aleid Wolfsen:

“The increase is enormous. It goes without saying that every complaint deserves the most appropriate treatment. We are working hard on that. But there is a limit to what is realistic with a limited number of employees. We need a structural solution so that we can continue to adequately handle the complaints. We are discussing this with JenV. Protecting your privacy is a fundamental right, it should never be a waste of money. ”

With the General Data Protection Regulation (GDPR), people's privacy rights have been strengthened: everyone can file a privacy complaint with the Dutch Data Protection Authority (AP) since 25 May 2018. This is possible if someone suspects that his / her personal data have been processed in a manner that is contrary to privacy law. The second half - year report provides insight into the complaints that the AP received in 2019 and the way in which the complaints have been handled.

Method of treatment.

15.313 people filed a privacy complaint with the AP in the first six months of 2019. That is an increase of 59% compared to the last six months of 2018. The number of international complaints has also increased sharply. An explanation for the large number of complaints is that the possibility to file privacy complaints is new in the Netherlands and is becoming increasingly well-known. It is also likely that the Netherlands is a highly digitized country.

The AP completed over 2019 complaints in the first half of 10.000. Many telephone complaints could be handled satisfactorily immediately. The written complaints have been resolved by acting against a violation by sending a letter explaining standards, mediating or having a standards-transferring conversation (16%). In many other cases (29%), AP employees have helped people to file a complaint with the organization concerned. 68 investigations are ongoing in response to a multitude of complaints (2018: 20).

The number of complaints that come in is greater than the AP can handle with the current investigation capacity. This has led to a backlog in the handling of complaints over the months. A solution is needed to adequately deal with this increasing amount of complaints and the increased workload. The AP is discussing this with JenV.

Subject of complaints.

Most complaints (32%) concern a violation of a privacy right, such as the right of access and the right of removal. For example, people are given no or no full access to their data if they ask for it or experience barriers if they want to have their personal data removed.

People also often complain (13%) about organizations that pass on personal data to third parties when they do not know or want to. For example, they receive calls from unknown companies for direct marketing purposes.

Business service providers (46%), the government (14%) and the IT sector (13%) are the sectors about which the AP receives the most complaints. Complaints from business service providers, such as energy suppliers and the retail trade, mainly concern people's privacy rights and direct marketing. The lawfulness of data processing is the most discussed with the government. It is striking that many complaints within the social domain are about passing on personal data to third parties.

link: Van Nieuwenhuizen provides information about data within the mobility sector