This policy describes the processing of personal data carried out by Jerónimo Martins, SGPS, S.A., a public company with its head office at Rua Actor António Silva, No. 7, in Lisbon, registered on C.R.C. Lisbon with tax number 500 100 144 (“Jerónimo Martins”), as Controller, within the scope of the activities performed by the Customer Ombudsman.
Purposes of processing, Legal basis and Retention periods
When you contact the Customer Ombudsman, the personal data necessary to manage the matter raised by the data subjects is collected, and processing is based on Jerónimo Martins’ legitimate interest in responding to such contacts. Calls are recorded with the data subjects’ consent for the purpose of monitoring service quality and are transcribed to facilitate the management and analysis of interactions with the Customer Ombudsman, based on Jerónimo Martins’ legitimate interest. If, within the scope of the matter raised, special category data is processed, such as health data, this will be processed based on consent.
The data collected is retained for a period of three years after the case is closed, except for call recordings, which will be deleted within a maximum of 90 days.
The data collected may be shared, whenever necessary and in compliance with the principle of data minimisation, with customer service channels or other departments within the Jerónimo Martins Group companies, limited to the situation communicated. Data may also be collected from these departments to ensure more efficient management of complaint processes.
Also based on Jerónimo Martins’ legitimate interest, and always safeguarding the rights and freedoms of data subjects, Jerónimo Martins may process personal data for the following purposes: (i) fraud prevention and detection, (ii) network and information security, (iii) website development and maintenance, (iv) technical support, and (v) internal audit. In these cases, data will only be retained for the minimum period necessary for the purposes for which it was collected, after which it will be deleted.
Data Subjects’ Rights and How to Exercise Them
Under and within the limits provided by applicable law, data subjects are guaranteed the right to access, rectify, object to processing, portability, erasure, and restriction of processing of their personal data. Whenever the legitimacy of processing depends on the data subject’s consent, this may be withdrawn at any time without affecting the lawfulness of processing carried out up to that point.
Data subjects may exercise any of the above rights, subject to the limitations provided by applicable law, via provedoria@jeronimo-martins.com.
Data subjects also have the right to lodge a complaint with the Portuguese Data Protection Authority (CNPD) or the Local Supervisory Authority.
Security Measures
Committed to ensuring the security of data subjects’ personal data, Jerónimo Martins has implemented the technical and organisational security measures deemed necessary for processing activities.
Disclosure of Personal Data
For the purposes of processing mentioned above, Jerónimo Martins may also use other companies within the Jerónimo Martins Group or external partners and service providers, namely for system development, maintenance and hosting, consultancy services, satisfaction analysis, and quality monitoring.
In all the cases mentioned above, Jerónimo Martins ensures that its partners will use the data solely for the purposes for which it was collected and that they comply with appropriate technical and organisational measures, as required by applicable law.
The data collected may be transferred to entities located in third countries (outside the European Union), ensuring that appropriate security measures are taken in accordance with applicable law.
Personal data may also be shared with other entities (i) to comply with applicable legislation, (ii) to fulfil legal obligations, and (iii) to respond to requests from public and governmental authorities.
Google Analytics
This website uses Google Analytics, a web analytics service provided by Google, to better understand the use of our websites and services. Google Analytics collects information such as how often users visit the websites, which pages they visit, and which other sites they used before visiting. Google uses the data collected to track and examine website usage, prepare reports on activities, and share them with other Google services. Google may use the data collected on websites to contextualise and personalise ads on its own advertising network. IP anonymisation has been activated on this website, meaning that the IP address of Google users in EU Member States is shortened beforehand. Only in exceptional cases will the full IP address be sent to a Google server in the USA and shortened there.
Google’s ability to use and share information collected by Google Analytics about your visits to websites is restricted by Google Analytics Terms of Service the and Google Privacy Policy, which you should consult to clarify any questions related to this service or to disable Google Analytics on your device.
HOTJAR
This website uses the Hotjar tool to better understand user needs and optimise service and experience. Hotjar helps to understand user experience (e.g., how much time they spend on which pages, which links they choose to follow, what users like and dislike, etc.), enabling service optimisation based on user feedback. Hotjar uses cookies and other technologies to collect data on user behaviour and devices (in particular, the device’s IP address (captured and stored only anonymously), device screen size, device type (unique device identifiers), browser information, geographic location (country only), and preferred language used to access the website. Hotjar stores information associated with a pseudonymised user profile. Neither Hotjar nor Jerónimo Martins will use this information to identify individual users or combine it with other data of individual users. For more details, consult Hotjar’s privacy policy by clicking on this link.
You can disable the creation of a user profile, the storage of data in Hotjar about the use of this website, and the use of Hotjar tracking cookies on other websites by following this deactivation link.
Data Protection Officer
You can contact Jerónimo Martins’ Data Protection Officer to clarify any questions related to the processing of your personal data, as described in this Policy and in compliance with applicable law, via: dpo.portugal@jeronimo-martins.com.
Changes to the Data Protection Policy
Jerónimo Martins reserves the right to amend this Data Protection Policy at any time, with changes being published on this website.
Last updated: 14 November 2025