Last updated: 4 October 2026
eReklamacije is built for companies that need a secure, traceable and tailored complaint handling process.
1. Infrastructure
The platform and customer data are hosted on servers in Slovenia. The marketing website www.ereklamacije.si is hosted by Vercel Inc., with its server functions running in the EU (Frankfurt).
2. Role-based access
Each user can only access the portals and data they have been granted permissions for. Roles and access are tailored to the team structure and to each brand.
3. Traceability and documents
Every complaint keeps its communication, documentation, status and activity history in one place. Attachments are visible only to authorised users, and access is tied to the individual case and to user permissions.
4. Secure operation
Access to the platform requires user login, connections are protected with HTTPS, and data is backed up. We monitor the platform to ensure reliable availability of the service.
5. Our role in processing personal data
For personal data in the platform, the customer is the controller and we process it as a processor, only on the customer’s instructions and under a data processing agreement (Article 28 GDPR). Sub-processors are listed in the data processing agreement. See our Privacy policy.
6. AI with human oversight
AI features are used to help prepare complaints and find information. AI does not take important actions on its own; employees review and confirm every important step. We develop our AI features with the requirements of the EU AI Act (Regulation (EU) 2024/1689) in mind.
AI features run via OpenRouter, Inc. (USA), with which we have a data processing agreement based on Standard Contractual Clauses. When AI features are used, the data sent for processing may therefore also be processed in the USA.
7. Retention and deletion
Data remains in the platform until an authorised user deletes it, or for as long as it is needed to provide the service or to meet legal obligations. When a contract ends, we return or delete the data as instructed by the customer.
8. Security incidents
If a personal data breach affects a customer’s data, we notify the customer without undue delay so that they can meet their obligations under Articles 33 and 34 GDPR.
9. Security questions
For more information about security, or to report a possible security incident or vulnerability, email us at info@ereklamacije.si.