The protection of your personal data is our highest priority and is taken into account in all our business processes. The following privacy policy provides you with a detailed overview of how your personal data is processed by Daimler Truck AG in connection with Mercedes‑Benz Trucks Service24h. Personal data means any information relating to an identified or identifiable natural person. In this privacy policy, we inform you about the type, scope and purpose of the collection of personal data at Daimler Truck AG and how we handle this data. You can also find out what rights you have in relation to the processing of your personal data.

1. To whom does this privacy policy apply?
The following document only refers to the scope of application of Mercedes‑Benz Trucks Service24h. This document represents the most up-to-date version.

Here we inform you about the collection and processing of your personal data if you have concluded a contract with us through a service order or if your personal data is collected and processed in connection with this business relationship, e.g. as an agent, contact person or driver. If you are the contact person of our contractual partner, but not our contractual partner itself, we only process your contact data.

If the contract is related to other services, their privacy policy also applies to these other services.

2. Who is responsible for the processing of my data and who can I contact regarding data protection?
The responsible body for the processing of personal data described below (unless another party is expressly designated as the responsible body) as per the EU General Data Protection Regulation (“GDPR”) is:

Daimler Truck AG (“We”)
Fasanenweg 10
70771 Leinfelden-Echterdingen
contact@daimlertruck.com
+49 (0)711 8485 0

The contact person for any questions regarding data protection is the data protection officer:

Group Data Protection Officer
Daimler Truck AG
HPC DTF2B
70745 Leinfelden-Echterdingen
Germany
Email: dataprivacy@daimlertruck.com

3. Where does my data come from and what kind of data is processed?
In accordance with the principles of data avoidance and data minimisation, we only process personal data (“data”) to the extent necessary, to which we are permitted or obliged to do so on the basis of applicable legal requirements, or to which you have consented.

Unless otherwise stated below, the terms “process” and “processing” include in particular the collection, use, disclosure and transmission of personal data (see Article 4 (2) GDPR).

Data in the following categories is collected and processed in connection with Mercedes‑Benz Trucks Service24h.

Data category 1: Customer data
Types of data:

• Customer master data, in particular name; contact data of the contact person(s), in particular telephone number, email address, address;
• Passport/ID data of the collector

Deletion rule:

• For the performance of the contract, for as long as necessary to be able to perform the agreed services during the term of the contract
• Insofar as the processing is based on legitimate interest, the Daimler Truck Customer Centre will provide information about the retention period applicable to your market.

Data category 2: Vehicle data
Types of data:

• Vehicle condition in the event of a breakdown
• Positioning data
• Vehicle data, in particular vehicle identification number, registration plate, initial registration, engine identification number, vehicle history, mileage, workshop/repair reports;
• Bank details, if a direct debit mandate has been agreed, in particular the IBAN of your account, BIC, details of your bank; if applicable, other data relating to the performance of the respective business relationship.

Deletion rule:

• For the performance of the contract, for as long as necessary to be able to perform the agreed services during the term of the contract
• Insofar as the processing is based on legitimate interest, the Daimler Truck Customer Centre will provide information about the retention period applicable to your market.

Data category 3: Invoice data
Types of data:

• Combination of data categories 1 and 2

Deletion rule:

• 10 years due to statutory retention periods

As part of our business relationship with you, we also collect and process certain additional data that is necessary for the fulfilment of our contractual obligations towards you. This includes, but is not limited to:

• Data from correspondence (postal and electronic) between you and us;
• Data from other postal, electronic or telephone communications.

Data from other sources
We also process personal data that we have received from affiliated companies of Daimler Truck AG and other third parties (e.g. service partners) as permitted – insofar as this is necessary for the performance of the contract or pre-contractual measures concluded with you or if you have consented to this.

We only process personal data from publicly accessible sources (e.g. authorities, the Internet) to the extent permitted by law, for example because this is necessary for the provision of our services or you have consented to this.

4. What is my data used for (purpose of processing) and on what basis (legal basis) is my data used?
Collection and processing as part of the fulfilment of contractual obligations
We collect and process your personal data, specified in more detail in Section 3, as part of the acceptance and performance of our contractual obligations towards you (Article 6 (1) (b) GDPR). For example, we process your contact data for the purpose of contacting you within the framework of the Daimler Truck AG organisation (verification of eligibility for and implementation of breakdown assistance incl. associated processes)

Processing on the basis of legal provisions
In addition, we are subject to extensive legal requirements, for example from the Money Laundering Act or tax laws. Fulfilment of the resulting legal requirements requires the processing of your data (Article 6 (1) (c) GDPR). This processing is particularly for the purpose of sanctions list checks.

Processing based on a legitimate interest
In addition, we process your personal data insofar as this is necessary for the protection of the legitimate interests of Daimler Truck AG or a third party (Article 6 (1) (f) GDPR). This is particularly the case in the following cases:

• To the extent necessary for the assertion of legal claims and defence in the event of legal disputes;
• To improve the customer experience, we regularly conduct customer satisfaction surveys on our Service24h process. This can be carried out by phone, email or SMS. We ask our customers about previous experiences with Service24h in the event of a breakdown and record suggestions for improvement.
• For the purposes of sanctions list checks

Collection and processing based on a legal obligation
We collect and process your personal data to comply with a legal obligation (legal basis Article 6 (1) (c) GDPR). This is particularly the case in the following cases:

• As part of invoicing
• and associated statutory retention periods

Collection and processing based on your consent
In addition, your personal data will be collected and processed if you have expressly consented to this in advance (Article 6 (1) (a) GDPR).

5. Is my data disclosed (to third parties)?
We do not disclose your personal data to third parties unless you have consented to such disclosure or we are entitled or obliged to disclose data due to legal provisions and/or official or court orders.

Transfer of data to processors
We use processors (e.g. IT service providers) to provide our services. Daimler Truck AG passes on your data to these in strict compliance with the obligation of confidentiality as well as the requirements of the GDPR and the Federal German Data Protection Act. The processors commissioned by us, who may only process the data for us and not for their own purposes, are obliged to comply with the strict standards of Daimler Truck AG.

Transmission to the motor vehicle insurance company
We transmit your data, in particular your first and last name, your address and vehicle data, which we have received as part of your order, to your motor insurance company or its agent, insofar as this is necessary for the assumption of costs.

Transmission to service providers
We use freight forwarders/towing companies/recovery companies to carry out service work. We will transmit to these any of your data necessary for the provision of the service.

Transmission to experts
To ensure order and workshop quality, we employ external experts who need to inspect service orders in order to carry out their work. Only the data that is absolutely necessary for the performance of the activity is transmitted.

6. Will my data be transmitted to a third country or to an international organisation?
Data is not transmitted to countries outside the EU or the EEA (so-called “third countries”), unless we are obliged to do so due to official or court orders.

Exceptional case: As part of Mercedes‑Benz Trucks Service24h, personal data may be transmitted to third countries for the purpose of the performance of the contract on the basis of Article 49 (1)(b) GDPR (depending on the vehicle’s positioning data).

7. Is decision-making automated?
Decision-making is not automated.

8. How long will my data be stored for?
We only process and store your personal data for as long as we need it to fulfil contractual or legal obligations. If there is no longer a legitimate interest, we will delete the data or, if this is not possible, block it. As a rule, we delete your contractual data no later than five years after the end of the contractual relationship.

9. What rights do I have in relation to Daimler Truck AG?
You have extensive rights with regard to the processing of your personal data. It is of particular importance to us that we familiarise you with these rights:

• Right to information: You have the right to obtain information about the data stored by us, in particular the purpose of the processing and how long the data is stored for (Article 15 GDPR).
• Right to rectification of inaccurate data: You have the right to request that we rectify your personal data immediately if it is inaccurate (Article 16 GDPR).
• Right to erasure: You have the right to request that we erase personal data concerning you. These conditions provide that you can request the erasure of your data if, for example, we no longer need the personal data for the purposes for which it was collected or otherwise processed, we should unlawfully process the data, or you should have rightfully objected or withdrawn your consent, or if there is a legal obligation to delete it (Article 17 GDPR).
• Right to restriction of processing: You have the right to request restriction of the processing of your data. This right applies in particular for the duration of the verification if you have contested the accuracy of your data, as well as in the event that you request restricted processing instead of erasure if you have an existing right to erasure. Furthermore, processing is restricted in the event that the data is no longer required for the purposes pursued by us, but you need the data for the establishment, exercise or defence of legal claims, and if the successful exercise of an objection between us and you is disputed (Article 18 GDPR).
• Right to data portability: You have the right to receive the personal data concerning you that you have provided to us from us in a structured, commonly used, machine-readable format (Article 20 GDPR), insofar as this has not already been deleted.

If you wish to assert one of your rights or receive further information about this, please use the following online form or send an email to kundenrechte_dt@daimlertruck.com or write to: Daimler Truck AG, HPC V445, 10878 Berlin, Germany.

10. Can I withdraw consent to data processing that I have already given?
You can withdraw your consent to the processing of personal data at any time, free of charge and with future effect. This also applies to declarations of consent issued before the entry into force of the EU General Data Protection Regulation, i.e. before 25 May 2018. 

The withdrawal of a declaration of consent can be sent by email to kundenrechte_dt@daimlertruck.com or in writing to

Daimler Truck AG
HPC V445
10878 Berlin,
Germany

Please note that the withdrawal is only effective for the future. Processing that took place before the withdrawal is not affected. The result of your withdrawal may be that, without the processing of this data, we are no longer able to provide our services in whole or in part, and we may therefore have to terminate the existing contract.

11. Can I object to the processing of my personal data?
You have the right to object to the processing of personal data concerning you at any time for reasons arising from your particular situation (Article 21 GDPR). We shall no longer process your personal data unless we can demonstrate compelling, legitimate grounds for the processing which override your interests, rights and freedoms, or if the processing serves to establish, exercise or defend legal claims.

If you would like to object to the processing of your personal data, please use the online form,  send an email to kundenrechte_dt@daimlertruck.com, or write to Daimler Truck AG, HPC V445, 10878 Berlin, Germany. However, in the event of an objection, it is possible that we will no longer be able to provide our services as agreed with you or not to the agreed extent.

12. Right to lodge a complaint with the supervisory authority.
If you are of the opinion that we are violating the GDPR by processing your personal data, you have the right to lodge a complaint with a supervisory authority, e.g. the data protection authority responsible for your place of residence, your place of work or the place of the data protection infringement.

Status: January 2025