6. Personal data we process when you call, send an email, or chat with us
The UDI Information Service processes personal data to fulfill our duty to provide guidance and to ensure that you, as a user, can safeguard your interests in the best possible way. When you contact us, you may be asked to provide personal data so that we can guide you. If you contact us without providing personal data, we will not be able to offer you guidance on specific cases.
UDI is required to control and verify the information we receive in immigration and citizenship cases. In some cases, the information you provide through our information service may therefore be used as part of the processing of your case. We may also use your contact information to send you information regarding your case.
UDI provides guidance via chat and email for certain questions. To uphold our duty of confidentiality and your privacy, we have limited ability to provide anything other than general guidance via chat and email. UDI can often offer more detailed guidance by phone.
UDI's chatbot provides answers to general questions within selected case types 24/7. The chatbot does not respond to questions that require access to personal data, so we ask that you do not provide personal data during the conversation. When you interact with the chatbot, your message is processed by an AI-based language model. What you write is not used to train or improve the language model. To secure and further develop the service, conversations are temporarily stored for up to 30 days. You may request a copy of the conversation at any time. If you do not want your conversation to be stored, you can ask the chatbot to delete it immediately.
When you contact the UDI Information Service, others than the person you are speaking or chatting with may follow the conversation for training purposes. If this occurs, you will be informed at the start of the conversation. You may then choose to opt out, and others than the case officer will no longer follow the conversation.