Privacy Policy

This Privacy Notice governs the collection, use and disclosure of Personal Information by Miele Limited and our affiliates (“Miele”, “we”, “our”) in connection with our Canadian Website, https://www.miele.ca/ (“Website”), and related services and other activities, such as support, to be supplied to or carried out by or on behalf of Miele.

This Privacy Notice does not apply to Miele’s collection and processing of Personal information in connection with your use of Miele digital products and services, such as the Miele@home system, Miele apps, Miele Voice Assistants, and related services. Please find more detailed information about the use of your data in connection with the Miele digital products and services here.

By visiting our website, making an online purchase, registering your warranty, booking a service request, downloading a manual or other document, entering one of our contests, enrolling in one of our promotions or otherwise interacting with our site or corresponding or communicating with us, you agree to Miele collecting, using and disclosing your personal information in accordance with this Privacy Notice.  Note to Canadian residents: Please note that this Notice contains repeated references to the European Union (“EU”) General Data Protection Regulation (EU 2016/679) (hereinafter referred to as "GDPR"), which apply only to residents of the European Economic Area (EEA) in respect of the global privacy notice on which this Canadian Privacy Notice is based.  Miele processes your Personal Information in accordance with applicable privacy and data protection laws, including the Canadian privacy law applicable in your province of residence.

1. General Information

1.1. Personal Data/Personal Information

For the purposes of this Privacy Notice, the term “Personal Data” or “personal information” means any information relating to an identified or identifiable natural person, including any information that, together with other available information, could be used to identify a natural person, or as may be otherwise defined in Art. 4 (1) GDPR and applicable Canadian privacy laws.  Among other things, a natural person, (referenced below as a “data subject” or “individual”) is considered as being identifiable, directly or indirectly, in particular by means of an identifier such as a name, an identification number, location data, an online identifier or one or more special characteristics expressing the physical, physiological, genetic, mental, economic, cultural or social identity of this natural person.  Personal Data/Personal Information does not include aggregated information, or any Personal Data/Personal Information that has been de-identified through the removal of potentially identifying details, such that the data may not reasonably be identified with a particular individual.

1.2. Controller

The controller, or organization that is accountable at law for the processing of Personal Data/personal information, is

• Miele Ltd. 
• 161 Four Valley Drive
• Vaughan, ON L4K 4V8
• Tel: +1-866-758-0462
• E-mail: marketing@miele.ca 

1.3. Data Protection Officer

You can contact our Data Protection Officer, the individual designated as accountable for our compliance with this Privacy Notice and applicable data protection and privacy laws, at the postal address or phone number listed under 1.2 or by sending an e-mail to: marketing@miele.ca.

1.4. Legal basis for processing

For residents of Canada, we collect, use and disclose your personal information only with your consent, or as may be otherwise required or permitted under applicable Canadian privacy or other laws.

For EEA data subjects: Information on the legal basis are provided in the relevant section for each of the individual processing activities. The following applies in general:

Insofar as we obtain your consent for the processing of Personal Data, Art. 6 (1) (a) GDPR is the legal basis.

When processing Personal Data that is necessary for the performance of a contract to which you are a party or in order to take steps at your request prior to entering into a contract, Art. 6 (1) (b) GDPR is the legal basis.

Insofar as the processing of Personal Data is required for compliance with a legal obligation to which we are subject, Art. 6 (1) (c) GDPR is the legal basis.

If the processing is necessary to safeguard a legitimate interest on our part or on the part of a third party and if your interests, fundamental rights and freedoms do not override the former interests, Art. 6 (1) (f) GDPR serves as the legal basis for the processing.

1.5. Storage of Personal Data

Except as stated in this Privacy Notice, or as required or permitted by applicable privacy and data protection law, Miele retains your Personal Data/Personal Information only for as long as reasonably necessary and proportionate to the original purpose for collecting and processing it, after which it will be securely destroyed, irreversibly erased or anonymized.  Note that we may retain so Personal Data/Personal Information for legal, administrative or compliance purposes.  For example, we may be obliged to store your Personal Data/Personal Information for compliance with a legal obligation which requires processing by Canadian or Union or Member State law to which we are subject (e.g. commercial or tax law). We may also retain Personal Data/Personal Information in connection with any legal proceedings or prospective legal proceedings, to protect ourselves from fraud, or to otherwise establish, exercise or defend our legal rights. We will also retain Personal Information/Personal Data to manage the warranties on the Miele products that you have purchased from us.

1.6. Obligation to provide Personal Data

Unless otherwise described in our Privacy Notice, you are not obligated to provide your Personal Data. However, failure to provide Personal Data may in some cases mean that we are unable to provide certain services.

1.7. Transfer of Personal Data

Within the context of the data processing described in this Privacy Notice, we may share Personal Data/Personal Information with third party service providers that we have engaged to perform services on our behalf, such as: to the following categories of recipients (in addition to the recipients expressly stated in this Privacy Notice):

• authorized agents and other consultants, such as lawyers, tax accountants, and auditors;
• Marketing and advertising agencies, installation and repair specialists, IT service providers, data processing, hosting and storage companies;
• companies of the Miele Group that assist us in providing services (https://www.miele.com/en/com/subsidiaries-2156.htm);

We will limit our disclosure of your Personal Information to such third parties to that which is reasonably necessary for the purpose or service for which the third-party service provider is engaged.  We will use contractual and other means to provide a comparable level of protection while the information is being processed by such third parties, including limiting such providers to using your Personal Information solely to provide us with the specific service for which those providers were engaged, and for no other purpose. You can obtain more information about our policies and practices with respect to the use of Personal Information by third party service providers by contacting our Data Protection Officer.

With your consent, we may also share your Personal Data/Personal Information with our financing partners, to assist with the financing of your purchase, or with insurers, to assist us with providing extended warranty service.

We may also share or transfer your Personal Data/Personal Information where reasonably required in the context of a sale, merger, reorganization or amalgamation of all or part of our business.  In any such case, the recipient parties will be contractually required to keep the information confidential and use it only for the purposes of the transaction, or proposed transaction, in question.

We may also disclose your Personal Data/Personal Information to third parties as required or permitted by law, such as:

• State agencies, governmental bodies and law enforcement agencies, pursuant to warrant, order or statutory requirement;
• To courts, parties, counsel, investigators, experts and other personnel connection with any legal proceedings or prospective legal proceedings involving Miele;
• To otherwise establish, exercise or defend our legal rights (including providing information to third parties for the purposes of fraud prevention and reducing credit risk, as permitted by law)

We not otherwise share, give, rent or sell Personal Data/Personal Information to any third parties, except as may be required or permitted by law, unless additional consent is obtained.

For EEA residents, we only transfer Personal Data to third parties insofar it is required to fulfil our contractual obligations, in case we have or the respective third party has a legitimate interest in processing the Personal Data or if you have given consent to the transfer. Furthermore, we only transfer Personal Data to third parties if and insofar as we are obligated to do so according to applicable law, regulatory action or court order.     

1.8. International Transfer of Personal Data

Unless otherwise expressly stated in this Privacy Notice, all Personal Data/Personal Information collected from you in connection with your use of Miele services are generally stored and processed on servers within the territory of the European Union. However, it might be possible that your data will be transferred and processed outside the territory of the European Union. In such event, your data will be secured by appropriate safeguards as set forth in Art. 46 (2) GDPR, in particular, but without limitation to, the use of the Standard Contractual Clauses for the transfer of data between EU and non-EU countries (which can be found here) or adequacy decisions by the European Commission on the basis of Art. 45 of Regulation (EU) 2016/679 (which can be found here). Please contact us if you want to get more information about the international transfer of data at Miele. Please note that when Personal Data/Personal Information is transferred and processed outside of your country/province of residence, it will be subject to the laws of that jurisdiction, including law enforcement, regulatory, and national security authorities in that jurisdiction.

1.9. Data subject rights

Data subjects may have various rights under applicable data protection laws, such as the Canadian privacy law applicable in your province of residence and the GDPR. These include in particular:

• Right to information: According to Canadian privacy laws and Art. 15 GDPR, you can request a confirmation as to whether Personal Data/Personal Information concerning you is being processed by us. If such processing is available, you may also request access to the Personal Data/Personal information that we hold about you, as well as further information about how that data is processed by us.
• Right to rectification: In accordance with Canadian privacy laws and Art. 16 GDPR, you are entitled to request rectification and/or completion if the processing of Personal Data concerning you is incorrect or incomplete.
• Right to restriction of processing - EEA: If you are a data subject in the EEA, you may request, pursuant to Art. 18 GDPR, that the processing of your Personal Data be restricted, as far as one of the following conditions is given:

  (i) the accuracy of the Personal Data is contested by the data subject, for a period enabling the controller to verify the accuracy of the Personal Data;

  (ii) the processing is unlawful and the data subject opposes the erasure of the Personal Data and requests the restriction of their use instead;

  (iii) the controller no longer needs the Personal Data for the purposes of the processing, but they are required by the data subject for the establishment, exercise or defence of legal claims;

  (iv) the data subject has objected to processing pursuant to Art. 21 (1) GDPR pending the verification whether the legitimate grounds of the controller override those of the data subject.

• Right to restriction of processing – Canada:  If you are a resident of Canada, you generally have the right to withdraw consent to any continued use or disclosure of your Personal Information, subject to legal or contractual restrictions and reasonable notice.
• Right to erasure - EEA: If you are a data subject in the EEA, according to Art. 17 GDPR, you also have the right, under certain circumstances, to demand the deletion of your Personal Data that has been stored, as far as one of the following conditions is given:

  (i) the Personal Data are no longer necessary in relation to the purposes for which they were collected or otherwise processed;

  (ii) the data subject withdraws consent on which the processing is based according to Art. 6 (1) (a) GDPR, or Art. 9 (2) (a) GDPR, and where there is no other legal ground for the processing;

  (iii) the data subject objects to the processing pursuant to Art. 21(1) GDPR and there are no overriding legitimate grounds for the processing, or the data subject objects to the processing pursuant to Art. 21 (2) GDPR;

  (iv) the Personal Data have been unlawfully processed;

  (v) the Personal Data need to be erased for compliance with a legal obligation in Union or local law of a Member State to which the controller is subject;

  (vi) the Personal Data have been collected in relation to the offer of information society services referred to in Art. 8 (1) GDPR.

• Right to erasure – Canada: if you are a resident of Canada, you generally have the right to withdraw consent to any continued use of your Personal Information, including the retention of that information, subject to legal or contractual restrictions and reasonable notice.  For example, we cannot erase Personal Information that we are required by law to keep.
• Right to data portability: If you are a data subject in the EEA, in accordance with Art. 20 GDPR, or a resident of Quebec, you are also entitled to receive the Personal Data that you have provided in a structured, common and machine-readable format and to transmit it without any obstruction from us to another controller.
• Right of appeal: You have the right to complain about the handling of your Personal Data/Personal Information to the privacy commissioner or data protection authority in your jurisdiction.
• Right of objection - EU: Note to data subjects in the EEA: If your Personal Data on the basis of legitimate interests are processed pursuant to Art. 6 (1) (f) GDPR, you have the right to object to the processing of your Personal Data in accordance with Art. 21 GDPR, provided there are reasons for this arising from your particular situation, Miele cannot demonstrate compelling legitimate grounds for the processing which override the interests, rights and freedoms of the data subject or if your objection is based on being targeted to personal advertising. In the latter case, you have a general right of objection, which is implemented by us without any situation being specified.

To assert the aforementioned rights, please contact us stating your concern, your name and, if applicable, your customer number. Please address your request to the contact details given in sections “Controller” or “Data Protection Officer”, above.  If you are a resident of Canada, any such request must be made in writing.

2. Collection and Processing Related to Our Website

2.1. Server Logs

Each time you access our website, your browser automatically transmits data that are stored in the log files of the server. This includes the following data (hereinafter referred to as the "Log file data"):

• Information about browser type and browser version;
• operating system of the user;
• Internet service provider and IP data of the user; and
• date and time of the access.

The Log file data is evaluated anonymously in order continuously to improve the website, to adapt the website to the interests of our users and to be able to remedy errors quickly. (Note to data subjects in the EEA: For these purposes, our legitimate interest in the processing of data is pursuant to Art. 6 (1)(f) GDPR.)

In a non-anonymised form, Log file data are used solely to detect malfunctions and to ensure system security, including detection and tracking of improper access attempts and fraud and abuse attempts. In the event of technical errors or security incidents, we may also log the customer number and the shopping cart ID. The data are stored up to 30 days. In certain cases, Log File Data must be stored for a longer period, e.g. for troubleshooting or for preservation of evidence. In these cases, Log File Data will not be deleted until final clarification of the respective incident and may in individual cases be forwarded to the investigating authorities.  (Note to data subjects in the EEA: For these purposes, our legitimate interest in the processing of data is pursuant to Art. 6 (1)(f) GDPR.)

2.2. Registration for Miele Account

With a Miele Account, you can easily access all relevant information related to your orders, products, warranties, upcoming events and products services. All such information will be gathered and will be made available to you after your registration and login on the Miele website or in the Miele Apps. 

For residents of the EEA, we and Miele & Cie. KG are jointly responsible for data processing. You may contact us at any time if you have any questions or wish to exercise your rights as a data subject. Upon request, we will provide you with the main terms of the joint controller agreement between Miele & Cie. KG and us.

If you actively submit data to us, for example by registering with a Miele Account, we will process the data transmitted by you.

When registering for a Miele Account, we collect and process the following information from you:

• title;
• name;
• e-mail-address;
• address;
• telephone number;
• password; and
• date of birth (optional).

We process the above data in order to create and maintain a Miele Account. (Note to data subjects in the EEA: The legal basis is Art. 6 (1)(b) GDPR.)

2.3. Processed Data When Using the Online Shop

2.4. Collection Service

In the event that you are in default of payment despite repeated reminders, we reserve the right to forward the data required for the execution of a collection to a debt collection agency for the purpose of fiduciary collection or to sell the outstanding claims to a collection service provider. In the event of a sale, the collection service provider becomes the holder of the claim and asserts the claims in its own name. (Note to data subjects in the EEA: The legal basis for the transfer of data in connection with the fiduciary collection is Art. 6 (1)(b) GDPR and for the transmission of data in the context of the sale of a claim Art. 6 (1)(f) GDPR.) 

3. Commercial Communication

4. Creating analyses and evalutation

The pseudonymized data is used for the following purposes:

• User journey optimization: By understanding how our customers interact with our products and services, we want to identify and eliminate obstacles in the customer journey to make the path from initial contact to purchase or use as easy as possible.
• Product improvement: By understanding how our products are used, we can further develop products, integrate new features, or optimize existing ones to increase the product's usefulness for the customer.
• Service improvement: By analysing data we can personalize service for customers, processes can be optimized, employees trained, or self-service offerings expanded.
• Usage pattern analysis: By evaluating customer usage patterns, we can better understand their needs.
• Customer loyalty and customer satisfaction: Customer data analysis can reveal what makes customers happy and what causes them to churn.
• Statistical analyses: Comprehensive statistical analyses provide insights that influence overarching decisions (e.g., corporate or product development strategy).

Note to data subjects in the EEA: This constitutes our legitimate interest to process your data, Art. 6 (1) (f) GDPR. You have the right to object to the processing of your Personal Data as outlined under the “Right to Object” section of this Privacy Notice.

Data will be processed for this purpose for the time periods described in the respective sections in this Privacy Notice.

5. Meta Lead Ads

We also use so-called “lead ads” in the social networks Facebook and Instagram.  These are ads displayed in the news feed of Facebook and Instagram users, which prompt interested users to fill out a form in order to receive further information about Miele products or services, take advantage of a special offer or promotion, and the like.  Lead ads allow users to stay on the platform while completing and submitting the form (i.e. the submitted data is stored and processed on Meta’s servers).  The forms may collect basic contact information and other relevant information, also allowing users to easily give their consent for us to contact them for marketing and promotional purposes. The specific marketing and promotional purposes are specified in detail in the lead adverts, in particular, in the lead ads forms.

The legal basis for the processing of your Personal Data (usually your name and email address) is your consent (Note to data subjects in the EEA:Art. 6 (1) (a) GDPR). Unless the Lead Ads contain expressly deviating information on data processing, the information in section Commercial Communications of this Privacy Notice also applies accordingly to marketing and advertising purposes for which you have given us your consent via the Lead Ads. You can object to the processing of your data for these purposes at any time with effect for the future (e.g. by using the unsubscribe link contained in the email or by writing an email or letter to us). 

For EEA users, Facebook and Instagram are operated by Meta Platforms Ireland Ltd, 4 Grand Canal Square, Dublin 2, Ireland (“Meta”), i.e. the Personal Data transmitted via the form will be stored or processed on Meta’s servers. Further information on data processing in connection with the use of Facebook and Instagram Lead Ads can be found here.

6. Product Rating and Reviews

On our website we use the services of Yotpo UK Ltd (Tagwright House, 35-41 Westland Place, London N1 7LP, United Kingdom), to collect and display ratings and reviews of customers for products they have purchased and to provide customers with a ready means of providing feedback, to allow us to identify potential issues and improve the customer experience, and to provide other consumers with user-generated information to assist in making informed purchasing decisions. We share the personal data described below to our affiliated entities Miele & Cie. KG and Miele X B.V. and to our service provider Yotpo, so that we can provide all the functionalities of these services. Miele & Cie. KG, Miele X B.V. and Yotpo acts as a processor / sub-processor on our behalf and acts upon our instructions. 

If you have provided us your consent for basic commercial communication, within the context of these services, we collect and process information that includes Personal Data, such as order ID, order date, and your Email address. This data is processed with the purpose of sending you Email communications, requesting you to provide rating and reviews regarding the products you have purchased. Note to data subjects in the EEA: The legal basis for this processing is your consent, as described in Art. 6 (1) (a) GDPR or our legitimate interest in direct marketing, Art. 6 (1) f GDPR. If you do not submit a review, the aforementioned Personal Data will be retained for 90 days following the email requesting your review to give you the opportunity to send a rating or review during that time.  

If you submit a review on our website, within the framework of these services, we collect and process information that includes Personal Data, such as review title, review content, order ID, order date, reviewed and purchased product, reviewer display name, reviewer Email address, and personal unsubscribe token. Published reviews will be displayed on the relevant product detail page on our website, and on the websites of other entities of the Miele Group (Subsidiaries (miele.com)) and on websites of our partners and resellers who are promoting the same product. We are using the services of Bazaarvoice, Inc. (10901 Stonelake Blvd, Austin, TX 78759, USA) for the distribution of the content. Baazarvoice acts as a processor / sub-processor on our behalf and acts upon our instructions. 

The retention period of the personal data associated with your ratings and reviews is contingent upon various factors, including product popularity, lifecycle, and potential delisting of a product. While certain reviews, such as kitchen appliances, may be kept for up to 20 years, the specific timeframe is determined by an evaluation of individual product attributes, popularity trends, and whether the product remains listed or is delisted. 

For residents of the EEA, the legal basis for the data processing is our legitimate interest to collect and display ratings and reviews for our offered products you purchased, as agreed by your confirmation of our Terms of Use and further to confirm your legitimacy to rate and review these products and to prove authenticity, Art. 6 (1) (f) GDPR. You can find the Terms of Use Product Ratings and Reviews here.

For more information about the use of Personal Data by Yotpo, please visit https://www.yotpo.com/privacy-policy/. All reviews must be in accordance with these terms. Do not provide any personal or sensitive data about yourself in the input field. We are jointly responsible for data processing with the Miele & Cie. KG and the subsidiaries listed at miele.com (Subsidiaries (miele.com)), but you may contact us at any time if you have any questions or wish to exercise your rights as a data subject. Upon request, we will provide you with the main terms of the joint controller agreement.

7. Contact and Customer Service

7.1. Contacting Us

7.2. Miele Customer Service

7.4. Go Instore

On our website we use the Go Instore services provided by Sym-Sys Ltd (t/a Go Instore), 1 Phipp St., London, EC2A 4PS, United Kingdom. Sym-Sys Ltd. By using this service, you will be connected with our Miele Experience Center in order to get a digital presentation of our products. You just have to activate your microphone. The video/audio stream will not be stored. In this context, your Personal Data (IP-address and further information you shared with our MEC Team) will be processed. (Note to data subjects in the EEA: We have a legitimate interest in answering your enquiries. The legal basis for the data processing is Art. (6)(1)(f) GDPR. If the purpose of your request is to conclude a contract, the legal basis is Art. 6 (1)(b) GDPR. When contacting us, data transmitted to us will be deleted after completion of your request, provided and insofar as we are not obliged to store it for reasons based on commercial and tax law. Furthermore, we use cookies for the service.) Please find detailed information to the use of cookies in our cookie notice. For more information to Sym-Sys Ltd and the Go Instore service please visit www.goinstore.com.

7.5. Qualtrics Satisfaction Surveys

7.6. Meta Services

9. Cookies

10. Social Media Plugins

11. Social Media Presence

11.1. Note regarding the Facebook Fanpage

Accessing www.facebook.com/MieleCanada will take you to our fanpage on the Facebook.com social network, which for EEA users is operated by Facebook Ireland Ltd, 4 Grand Canal Square, Grand Canal Harbour, Dublin 2 Ireland (hereinafter referred to as "Facebook"). If you visit our fanpage, Facebook collects and processes data respecting that visit, in accordance with Meta’s Terms of Service and Privacy Policy for your jurisdiction, and may store and process it outside your jurisdiction of residence, including in Europe or the US. This also happens if you yourself are not a registered user of Facebook or simply have not logged in to your Facebook account. Facebook will collect the IP address, operating system information, hardware versions and browser type, data collected from Facebook cookies about your user behaviour, and other technical data. Facebook and we will process your data as joint controller within the meaning of Art. 26 GDPR. You will find the essence of the joint controller arrangement between Facebook and us here: https://www.facebook.com/legal/controller_addendum. For more information to Facebook, please refer to the Facebook Privacy Policy, which you can access here: https://www.facebook.com/privacy/explanation. You can also find information from Facebook about cookies on https://www.facebook.com/policies/cookies

11.2. Note regarding X (formerly Twitter)

11.3. Note regarding Instagram

We run the Instagram account https://www.instagram.com/mielecanada/ on the social network Instagram (hereinafter referred to as "Instagram"). If you visit our account, data will be collected from Instagram and processed in the US, if necessary. This also happens if you yourself are not a registered user of Instagram or have not logged in to your Instagram account. (Note to data subjects in the EEA: Facebook and we will process your data as joint controller within the meaning of Art. 26 GDPR. You will find the essence of the joint controller arrangement between Facebook and us here: https://www.facebook.com/legal/controller_addendum.) For more information to Instagram, please refer to the Facebook Privacy Policy, which you can access here: https://www.facebook.com/privacy/explanation.. Please refer to the Instagram Privacy Policy, which you can access here: https://help.instagram.com/519522125107875?helpref=page_content. 

11.4. Note regarding YouTube

12. Miele Digital Products and Services

Miele collects and processes personal data in connection with your use of the Miele digital products and services. Please find more detailed information about the use of your data in connection with the Miele digital products and services here. 

13. User Generated Content on Social Media

14. Job application

15. Miele Trade Fair Presence