Purpose and legal basis

We process your personal data in order to fulfill our agreement with you as a customer, and to handle your inquiry in the best possible way.

We will also use minimized information from your inquiry to analyze and gather insights and statistics to improve our services. If you contact us by phone, we will also record the phone conversation to ensure your inquiry is represented as accurately as possible.

In some cases, we will contact you to invite you to an interview and possibly user testing to follow up on suggestions and feedback that can improve our services. You can, of course, decline to respond to such inquiries.

For these purposes, Ruter has a legitimate interest in improving our services, but if you have any objections to the use of your personal data for this purpose, you can raise the objection by using the privacy contact form.

For customer inquiries by phone, the legal basis is consent, which you provide via a keypress before the call begins.

This is what we handle

Routers generally do not need sensitive personal information to process your inquiry. Such information must, in any case, be sent by mail.

If you contact us by phone, contact form on ruter.no or by letter, we process the following information about you:

• Customer information. This includes contact data such as name, address, telephone number and/or email address, possibly postal address and your description of the inquiry.
• Travel card number or app ID and corresponding travel details or sales information relevant to the case. Travel details include information about which zone and stop you started your journey, when you scanned the travel card, which ticket type you used, and your travel card number. The last eight readings are stored on the travel card itself, and we process travel or sales information that is relevant to the case.
• Sales information. Information from the sale of a ticket or the topping up/usage of travel funds such as the time of purchase, amount, type of ticket, and which zone(s) the ticket is valid for.
• Damage information. In cases of damage, we also process information you have submitted about the damage through our contact form.

Access and use

There is a limited number of users who have access to the personal information you provide us over the phone, contact form, or email.

We do not disclose your personal information in connection with customer service inquiries unless we are required to do so by public authorities. The exception is inquiries about damage cases, which are forwarded to Sporveien or the bus company and/or their insurance company for further processing.

Storage and deletion

Your information will be processed as long as you, as a customer, have the right to file a complaint with the Transport Complaints Board. Customer information and the description of your inquiry are stored in our customer follow-up system for up to 365 days after the last activity in the case. After 365 days, your inquiry will be anonymized.

Travel information is stored for up to 365 days after the ticket has expired or 365 days after you have submitted a written complaint to Ruter about an issue with your journey. This is to be able to handle the customer's right to complain to the Transport Complaints Board.

Sales information is stored for up to 365 days after the ticket has expired or 365 days after you have submitted a written complaint to Ruter about an issue with your journey. This is to be able to handle the customer's right to complain to the Transport Complaints Board.

See regulations on the Transport Appeal Board § 5-2

Social media

We do not store any information about you if you contact us via Facebook, X (Twitter), Instagram, or LinkedIn.

Remember not to disclose personal information on social media, whether about yourself or others, as it is accessible to everyone. Personal information includes, for example, information such as app ID, travel card numbers, case numbers, or pictures of others who have not consented to publication.

Your rights

You have the right to access, correct, and delete your personal data. You also have the right to object to certain ways your personal data is processed, to receive your personal data, and to request that we transfer the information to a new service provider.

Learn more about your rights under Privacy in Ruter's services

If you wish to exercise your rights as mentioned above, you must send a written request, either by mail or through the contact form.