Handling Disputes
We hope we can resolve any disputes relating to our data protection practices by working with you to understand your concerns and correct any issues. If something isn’t right with your account, please reach out to our Support team. If you have questions or concerns about our data protection practices, you can contact the Office of the Data Protection Officer either by emailing us at privacy@twilio.com or by writing to us at any of the following addresses:
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Worldwide Headquarters |
EEA Headquarters |
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Twilio Inc. |
Twilio Ireland Limited |
In the event that you have a dispute relating to or arising out of your agreement with us for your use of our products and services, please see that agreement regarding how those disputes will be resolved.
In the unlikely event that we are unable to resolve a privacy concern quickly and thoroughly, we provide you with dispute resolution options below. These options differ slightly depending on where you are and which path you choose to take.
If you are a resident of the European Economic Area (EEA), United Kingdom (UK), or Switzerland and are dissatisfied with the manner in which we have addressed your concerns about our privacy practices, you may seek further assistance, at no cost to you, from our designated independent recourse mechanism:
Residents of the EEA, UK, or Switzerland may also elect to arbitrate unresolved complaints. Prior to initiating arbitration for those unresolved complaints, you must:
- (1) contact Twilio and afford us the opportunity to resolve the issue;
- (2) seek assistance from Twilio’s designated independent recourse mechanism above; and
- (3) contact the U.S. Department of Commerce (either directly or through a European Data Protection Authority or the Swiss Federal Data Protection and Information Commissioner) and afford the Department of Commerce time to attempt to resolve the issue.
Each party will be responsible for its own attorney’s fees. This arbitration process is provided through the Data Privacy Framework. As such, the arbitrator(s) may only impose individual-specific, non-monetary, equitable relief necessary to remedy any violation of the Data Privacy Framework with respect to the individual. Twilio is subject to the investigatory and enforcement powers of the U.S. Federal Trade Commission (FTC).
Individuals in many jurisdictions around the world have additional rights to make a complaint to a competent data protection authority or commence proceedings in a court of competent jurisdiction in accordance with applicable data protection laws. Depending on where you live, you may have the additional right to lodge a complaint with your local data protection authority.
In addition, residents of the EEA have the right to lodge a complaint with the Data Protection Commissioner in Ireland (where our EEA headquarters are based).
Irish Data Protection Commissioner
Office of the Data Protection Commissioner
Canal House, Station Road, Portarlington, Co. Laois, R32 AP23, Ireland
Phone: +353 57 868 4757
Fax: +353 57 868 4757
Email: info@dataprotection.ie
Residents of the UK have the right to lodge a complaint with the Information Commissioner’s Office (where our UK headquarters are based).
Information Commissioner's Office
Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF, United Kingdom
Phone: 0303 123 1113 (local rate)
Fax: 016 25 524 510
Email: icocasework@ico.org.uk
If you have any unresolved privacy or data use concerns related to Twilio's participation in CBPR certification that we have not addressed satisfactorily, you may contact our U.S.-based third-party dispute resolution provider (free of charge) at https://feedback-form.truste.com/watchdog/request.
For more information about Twilio’s complaint handling procedures, see Twilio’s BCR: Complaint Handling Procedure.