Privacy Policy

1. Can someone compel me to use the services provided by the EAP Platform?

No, your participation is completely voluntary. Even if you contacted Pulso following the referral of a family member, colleague or supervisor, you ultimately decide if you want to use these services. This also means that you have the right to end your account at any moment.

2. Is the EAP Platform confidential?

Absolutely, the EAP Platform ensures strict confidentiality. Your employer, your supervisor, your colleagues or family members will not be notified of the fact that you make use of the EAP Platform or any of its related services. The counsellors of the EAP counsellor network are bound by professional confidentiality. Your counsellor will not share any information about you or the consultations with third parties. Furthermore, our network of counsellors is regularly monitored and updated.

If your counsellor considers it a good idea to contact a third party, you will be asked to sign a consent form beforehand. This form will clearly indicate what you consent to. The only exception to this rule is when you are an immediate risk or danger to yourself and/or your environment (risk of suicide or violence,...). In that case, the counsellor will contact the emergency services without your prior consent.

3. What can I expect from this platform and what not?

The EAP Platform provides:

  • information regarding the Employee Assistance Programme;
  • information regarding the domains for which you can request individual assistance from Pulso or one of our counsellors;
  • information, references and links to internal resources provided by your employer;
  • a library with advices regarding various topics including tips and tricks about health and well-being;
  • access to an online intake form to contact a case manager;
  • and, if applicable, access to interactive self-help modules and self-tests such as HappyCare.

If applicable, you can grant family members access to the EAP Platform and its related services. The platform integrates clear instructions how to provide access to family members.
This access is intended for family members only and it is prohibited to be transfered to or used by any other individual.

4. What happens with my personal information?

Your personal information is processed in accordance with EU GDPR 2016/679 (Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016 on the protection of natural persons with regard to the processing of personal data and on the free movement of such data, and repealing Directive 95/46/EC).

  • What we need

    Our Personal Data Protection Policy governs the use and storage of your data. You can see our Personal Data Protection Policy at
    Pulso Europe BV is a controller of the personal data you provide us. We collect the following types of personal data from you:

    • Personal Data: email address, employee number, gender, name, birthdate, country, education, general information about the relation to the employer (organisation, organisational code, seniority, function, employee site and organisation unit), client status (employee/family member). In case you are a familymember of an employee whose employer provides access to the EAP Platform, data regarding the family relationship to this employee is also stored.
    • Survey data concerning your general well-being and evaluations of the guidance traject.
  • Why we need it

    We need your personal data to provide you with the following services:

    • By registering your profile you gain adequate assistance by a case manager, and after referral a counsellor, in response to your request and to provide the EAP service. Your contact information can be used for practical reasons.
    • Your personal information will be processed electronically to generate statistical reports about the use of these services. All information related to you as a person will be rigorously protected. This means that you will not be identifiable by name or in any other recognisable way in dossiers or reports related to the provided services.
  • What we do with it

    Your personal data is processed by Pulso Europe BV located in Belgium. Hosting and storage of your data takes place in the datacenters of LNS (Belgium) and Amazon Web Services Inc. (Frankfurt, Germany). No third party providers have access to your data, unless specifically required by law.

    The personal data you provide during the use of these services will not be used for marketing or any other purpose other than described in this document.

  • How long we keep it

    Under EU law, we are required to keep your documents for a certain time. Your personal data collected in the EAP Platform will be stored for up to 5 years after your last use of this platform or any of its components. After this period, your personal data will be irreversibly erased. Please see the Data Retention Policy located at for more information on our personal data retention schedule.

  • What are your rights?

    Should you believe that any personal data we hold on you is incorrect or incomplete, you have the ability to request to see this information, rectify it or have it deleted. If the legal basis for the processing relies on consent you have the right to withdraw your consent at any time. You have the right to obtain from the controller restriction of processing, as well as the right to object to the processing of your personal data and automated individual decision-making and profiling. As the data subject you can exercise your rights through the Data Subject Access Request Form located at

    In the event that you wish to file a complaint about how we have handled your personal data, please contact the Data Protection Officer at the contact details listed below. Our Data Protection Officer will then look into your complaint and work with you to resolve the matter.

    If you still feel that your personal data has not been handled appropriately according to the law, you have the right to lodge a complaint with the supervisory authority.

5. Are these services free?

Yes, all services provided through the EAP Platform are free of charge. Your employer (or your family member’s employer) entered into a contract with Pulso Europe to guarantee these services. All consultations with Pulso or its counsellors are fully covered by this contract.

If your counsellor refers you to a different type of care, outside of the scope of the Employee Assistance Programme, you are responsible for the costs related to that care. Your counsellor will of course take your financial situation into account in case of a referral and discuss this with you upfront.

6. Does my participation influence my responsibilities at work?

No, using the EAP Platform or any of its services does not free you of your professional responsibilities as described in your employment contract, job description and/or labour regulations. For example, any of the services provided by the EAP Platform cannot be used to justify absence from work, nor to pardon a serious professional error. Your counsellor cannot provide any attestations on these or related matters.

7. How can I express my (dis)satisfaction with these services and/or the counsellors contexted to the network?

You can express all your problems or concerns by e-mail ( As other personal data, the information you provide us on this form will be treated with strict confidentiallity.

By agreeing the following terms and conditions, I declare that

  • I have been informed about the EAP Platform and its components
  • I have read and understood the information
  • I understand that my participation will be treated strictly confidential;
  • I understand that I can terminate my participation at any time;
  • I give consent to Pulso Europe to process my personal information and to use it in order to generate statistical reports;
  • I make use of these services on a complete voluntary basis.

8. Contact details

Contact details of the controller for the service subject to this Privacy Notice:

Pulso Europe BV
Diestsesteenweg 52 / 0201
3010 Kessel-Lo
Tel: +32 16 20 85 96
Fax: +32 16 20 86 60

You can contact the Data Protection Officer at or in writing at address listed above.