EU-U.S. and Swiss-U.S. Privacy Shield Programs for Consumers

EU & Swiss Individuals – Be Sure to Look for the ANA Privacy Shield Program Mark

All organizations that comply with the ANA Privacy Shield Program will display our mark in their mail offers, in their print advertisements, and on their websites.

If a company displaying the ANA Privacy Shield mark does not satisfactorily address your data privacy complaint, you may file a complaint by submitting the appropriate complaint form (instructions provided on this page) or in writing to let us know the details of your complaint. Our address is:

ANA
Attn: Privacy Shield Program
225 Reinekers Lane, Suite 325
Alexandria, VA 22314

ANA will contact the company promptly to take appropriate action to address your data privacy complaint. ANA is ready to provide appropriate sanctions against a company that fails to comply with the privacy principles. (For a complete description regarding the ANA’s process for handling complaints, please refer to the ANA Privacy Shield Program Complaint Process on our website.

Even with the best of companies – complaints -can occur. The ANA Privacy Shield Program acts as an intermediary between European/Swiss consumers and companies located in the United States to resolve data privacy complaints in a timely manner.

The ANA Privacy Shield Program is a free consumer service sponsored by the ANA. The ANA has a history of providing assistance to its members in adhering to the best marketing practices. For more information you can also contact the ANA at privacyshield@ana.net.

1. Will the ANA Privacy Shield Program Refer Complaints to Companies that are not Members of the ANA EU-U.S. Privacy Shield Program?
   No. Please refer to the company’s privacy policy to see who is serving as the company’s independent third-party dispute resolution mechanism. You should contact them to have your data privacy complaint addressed if you are not able to seek resolution by the company directly.
2. Should I contact ANA or the company first to resolve my complaint?
   The first and best course of action is to attempt resolution through the company’s customer service department or other in-house dispute resolution program directly. If the company has neither responded to you within 45 days nor addressed your complaint to your satisfaction then you may file a complaint with the ANA Privacy Shield Program.
3. How Do EU Residents Register Complaints under the ANA Privacy Shield Program?
   European consumers may register complaints under the ANA Privacy Shield Program by submitting an online form or by mail:
   Data & Marketing Association
   Attn: Privacy Shield Program
   225 Reinekers Lane, Suite 325; Alexandria, VA 22314
   fax: 202.955.0085
4. How Do Swiss Residents Register Complaints under the ANA Privacy Shield Program?
   Swiss consumers may register complaints under the ANA Privacy Shield Program by submitting an online form or by mail:
   Data & Marketing Association
   Attn: Privacy Shield
   225 Reinekers Lane, Suite 325; Alexandria, VA 22314
   fax: 202.955.0085
5. How Will My Complaint be Processed?
   The ANA Privacy Shield Program staff makes every effort possible to reach a satisfactory resolution for the consumer.

   In those cases where there is no resolution by the company, consumer complaints will be referred to the ANA’s Privacy Shield Program Committee for appropriate review and action.

Sanctions can include:

• Correction of actions found not to be in compliance with the privacy principles;
• Correction or deletion of inaccurate personal information;
• Reimbursement of actual, direct monetary damages incurred by the consumer;
• Suspension or expulsion from the ANA Privacy Shield;
• Publicity for non-compliance;
• Notification to the U.S. Department of Commerce regarding the Committee’s decision and a request to remove company from the Privacy Shield Certification List; and/or
• Referral to the Federal Trade Commission or Department of Transportation for consideration of governmental enforcement action.

For a complete description regarding the ANA’s process for handling complaints, please refer to the ANA Privacy Shield Programs’ Complaint Procedures.