On December 14, 2024, the Data State Inspectorate (DVI) issued guidance on assessing customer expectations regarding the processing of their personal data. The DVI emphasized that the assessment is essential to ensure the lawfulness and transparency of data processing, which protects customers' fundamental rights and aligns with the General Data Protection Regulation (GDPR).

The DVI noted that assessing customer expectations allowed organizations to ensure that personal data is processed in a manner that aligns with customer expectations. Additionally, the DVI stated that transparency is vital, as customers need to clearly understand the legal basis for data processing.

Furthermore, the DVI highlighted that customer expectations are influenced by several factors, including context, availability of information, the type of data, and practical situations in which data is used.

Moreover, the DVI discussed the importance of informing customers when their conversations are recorded, as customers expect to be notified about the use of such recordings. The DVI warned that using recordings for advertising purposes without customer consent would likely exceed reasonable expectations.

Lastly, the DVI recommended organizations gather customer views through surveys, focus groups, and interviews to better understand expectations. The DVI concluded that this approach not only ensures compliance with data protection laws but also fosters trust between customers and organizations.

You can read the press release, only available in Latvian, here.