Privacy policy (as of 17 November 2022)

The City of Frankfurt as operator of the website and the FFM app

The City of Frankfurt am Main, represented by DER MAGISTRAT, Amt für Informations- und Kommunikationstechnik, Zanderstraße 7, 60327 Frankfurt am Main, e-mail: (hereinafter referred to as "City of Frankfurt") is the operator of the website (hereinafter referred to as "website") as well as the FFM app and the services offered thereon. The City of Frankfurt is responsible for the collection, processing and use of your personal data that takes place in the course of using the website and the app. The content of the website and app is designed by the City of Frankfurt. 

The City of Frankfurt uses your personal data in compliance with the applicable legal regulations: Datenschutzgrundverordnung (DSGVO), Bundesdatenschutzgesetz neu (BDSG-neu), Hessisches Datenschutz- und Informationsfreiheitsgesetze (HDSIG), Telemediengesetz (TMG) and  Telekommunikations-Telemediendatenschutzgesetz (TTDSG). The City of Frankfurt stores your data exclusively in the context of registering on the website/app or when submitting guest participations for the purpose of carrying out citizen participation procedures, reporting deficiencies or supporting ideas in the ideas platform for the duration of the provision of the web offer or the app. This requires your consent (legal basis is Art. 6 para. 1 lit e DSGVO). Due to the technical connection of app and website and the storage of personal data in the database of the website, the following declaration refers to both the website and the app. Therefore, please also note the terms of use.

The City of Frankfurt takes internal organisational data protection very seriously as well. The employees and the commissioned service companies are obliged to maintain confidentiality and to comply with the requirements of data protection law.

Service provider polidia GmbH

The website and app of the City of Frankfurt are part of the DIALOG BOX client platform (hereinafter referred to as "DIALOG BOX"), which is operated by polidia GmbH, Mühlenstr. 40 in 10243 Berlin (hereinafter referred to as "polidia"). Accordingly, the City of Frankfurt has concluded an agreement with polidia GmbH on the processing of orders. The website constitutes a so-called DIALOG BOX client. In the event of registration directly on the website or via the app, your master data (=name, first name, e-mail, password) will be stored on the DIALOG BOX servers and a central user account will be created for you. This requires your explicit consent. This master data is stored by polidia and processed within the terms of the user relationship (legal basis is Art. 6 para. 1 lit b DSGVO). The data will not be used for advertising or newsletter distribution by polidia. Likewise, polidia will not pass on your data to third parties without your consent. In all other respects, polidia processes your personal data in compliance with the current data protection regulations.

If, in addition and independently of this, you register on further DIALOG BOX clients of polidia (also referred to as "participation websites") to actively engage in online participation and under the applicable data protection declarations and terms of use, your master data for the creation of the user profile of each further DIALOG BOX client will be adopted from the central user account created. In this case, registration is possible with a uniform login, as polidia processes this master data uniformly.

1. Scope and purpose for processing personal data when visiting the website or the FFM app

If you do not register, only the personal data that your browser transmits to our server and that are technically necessary to view the website are processed on the website (legal basis is Art. 6 para. 1 lit f DSGVO). When you visit the website, the DIALOG BOX servers temporarily save each access in a log file. For this purpose, so-called log files are directly and exclusively accessible to administrators for up to 24 hours. After that, they are only indirectly available via the reconstruction of the data backups and are finally deleted after seven days. The following data is collected without your intervention and stored until automatic deletion, even if you are not a registered user:

  • date and time of access;
  • name and URL of the file accessed;
  • the website from which the access was made;
  • the operating system of your computer and the browser you are using;
  • name of your internet access provider;
  • your IP address

This data is collected and used in order to enable the access to the website (connection establishment), to permanently guarantee the system security and stability, to enable the technical administration of the network infrastructure and the optimisation of our internet offer. Your IP address will be temporarily collected as described above, but will only be evaluated in the event of attacks on the website's network infrastructure.

In addition, cookies and web analysis services are used when visiting the website. Please refer to sections 2 and 3 of this privacy policy.

Taking part in surveys on the website

When participating in surveys, we optionally store your city district and year of birth. The data is processed anonymously and cannot be assigned to a user account or an e-mail address in the case of guest participation.

You can use the app without registration. You will receive reading access to complaints and ideas. If you wish to report a defect, you can also do so without registering. The same applies to supporting ideas. In these cases, we store the following personal data from you:

When reporting defects:

  • The location of the defect report (optionally via location search or via your location - you can grant access rights for this). Please note: when you access the report form, map data is already loaded in the first processing step. For the iOS operating system, your IP address will be forwarded to the map provider Apple Inc.
  • Up to three photos (optional - for this you can grant access rights to the camera)
  • A description of the defect report
  • First and last name (optional)
  • E-mail address
  • Your consent to the processing of your data

The aforementioned data will be used by us to process your report as well as to contact you and for status updates by e-mail (legal basis is Art. 6 para. 1 lit e) DSGVO).

When supporting ideas:

  • First and last name
  • E-mail address
  • Street
  • House number
  • Postal code
  • City
  • Reasons for support (optional)
  • Your consent to data processingIhr Einverständnis in die Datenverarbeitung

The above data will be used by us to verify your support, if necessary. The aim of the Ideas Platform is to give citizens of Frankfurt the opportunity to participate, which is why we request your address data. If you apply the checkbox "support anonymously", your name will not be published on (legal basis is Art. 6 para. 1 lit e) DSGVO).

When you post an idea, we collect the following data:

Posting an idea requires a profile on and thus registration via the website or the app. Please also refer to the terms of use of the website / app. We store the following data as part of the idea submission process:

  • First and last name
  • E-mail address
  • Street
  • House number
  • Postal code
  • City
  • Idea description
  • A photo (optional - you can grant camera access rights for this)

We may use the above data to verify your idea submission. The aim of the ideas platform is to give Frankfurt citizens the opportunity to participate, which is why we request your address data (legal basis is Art. 6 Para. 1 lit e) DSGVO).

Use of the map function

The app offers the possibility to store entries on a map in the deficiency detector. The app on the Android operating system uses OpenStreetMaps map material on polidia map servers.

The app on the iOS operating system uses a map service of Apple Inc. (1 Infinite Loop, Cupertino, CA 95014, USA). In order for the map to be displayed to you, your IP address is forwarded to the map provider Apple Inc. You can see how Apple stores your data when you use Maps on Apple's privacy page here or here The data processing is carried out by Apple Distribution in Ireland. Model contract terms are used between Apple Distribution Ireland and Apple Inc. for the international transfer of personal data collected in the European Economic Area or Switzerland (see section "International Users" in the following statement:

We base the use of the aforementioned tools on Art. 6 para. 1 lit f) DSGVO: the data processing is carried out to improve the user experience on our website and is therefore in our legitimate interest.

2. Cookies

Cookies help to make your visit to the website easier, more pleasant and more meaningful in many aspects. Cookies are alphanumeric information files. When you visit our website, only those cookies that are necessary for the operation of the website, for technical reasons and do not require your consent, are automatically stored on your computer hard drive by your web browser.

Cookies do not damage your computer's hard drive, nor is personal data transmitted to us through the setting of cookies.

You can refuse to accept cookies centrally via your browser settings. In this case, it may not be possible to use all the functions of this website to their full extent.

We base the use of cookies on Art. 6 para. 1 lit f DSGVO. We describe the cookies used below. Please also refer to section 3. of this statement, which explains cookies for the use of a web analytics service.

Use of session cookies (JSESSIONID)

The City of Frankfurt uses session cookies (JSESSIONID) to be able to identify you as a user of the website without you having to log in separately. Navigation on the site is not possible without the session cookie. Session cookies are temporary and are automatically deleted as soon as you leave the website. The use of these cookies does not result in the City of Frankfurt obtaining new personal data about you as a user of the website, but to ensure the operation of the website. The information generated by the cookie about your use of this website is not passed on to third parties.

Use of a session cookie (JSESSIONID) to permanently "stay logged in" on the website

With the "stay logged in" function, we enable you to use the website without having to log in again each time. The use of this session cookie (JSESSIONID) is optional and requires your consent. You should not use this function if the computer is used by several users. The "stay logged in" function is not available if you use a setting that automatically deletes stored cookies after each session.

If you have already agreed to the cookie banner, your settings will be stored for seven days. If you wish to change your settings before the seven days are over, please uncheck the following checkbox and reload the page.

3. Web analytics services

The website uses a local instance of Matomo as a web analytics service. Matomo uses cookies (namely: piwik_sessid), which enable the analysis of how the website is used and thus enable website optimisation. Through the information obtained by means of web analysis, the City of Frankfurt aims to further improve this website.

Your active consent is required for tracking via "Matomo". The platform informs you of this via a so-called cookie banner (the cookie used here is CookieControl). If you decline this option, Matomo will not collect any session data.

In the event of your consent, the software will set cookies on your computer. When you call up another individual page of the website, the following data is stored for statistical evaluation:

  • the pseudonymised IP address,
  • information on the operating system and browser used,
  • geo-information,
  • the URL accessed,
  • the website from which the accessed individual page was reached (referrer site),
  • the sub-pages that were accessed from the accessed website,
  • the time spent on the website,
  • the videos that were viewed and
  • the frequency with which the website was accessed.

The IP address is immediately pseudonymised during this process. Visitors are thus not recognisable.

If you do not agree to the storage and evaluation of this data resulting from your visit, you can object to its storage and use at any time by clicking on the button below. In this case, a so-called opt-out cookie will be stored in your browser, which means that Matomo will not collect any session data. The cookie used here is: piwik_ignore. Please note: If you delete your cookies, the opt-out cookie will also be deleted and you may have to reactivate it.


You can also refuse to accept cookies centrally via your browser setting.

No tracking functionalities are used for the app.

4. Social Plugins

The website does not use links to social networks that already contain the code of the respective external network on the website, so-called "social plugins". On the website, you will only find simple links created by polidia, so that no data can be passed on to external site operators while you are on the website.

Within the app we offer the possibility to share ideas. In this case, a link to the individual view of an idea is provided, which you can share via apps installed on your device (messenger, mail programmes, etc.). In this case, the respective data protection declarations of these third-party app providers apply.

5. Links

This data protection declaration does not extend to other websites operated by the City of Frankfurt or polidia that are linked to from the website or the app. The City of Frankfurt has no influence on whether the data protection and security standards of the City of Frankfurt are also adhered to on these sites. The operators of the linked pages are solely responsible for their content.

6. Contact Form

You can contact us directly via the contact and feedback forms provided on our website or the app. We collect, process and use the information you provide via a form exclusively for processing your specific request or for processing your error message by polidia GmbH.

By sending us your request, you agree that we may use your information to answer your request or contact you on the basis of Art. 6 Para. 1 lit. c DSGVO. As a matter of principle, data will not be passed on to third parties unless applicable data protection regulations justify such a transfer or we are legally obliged to do so. For the processing of your enquiry, it is sufficient to provide an e-mail address. The additional voluntary information about yourself is only used to personalise the enquiry.

You can revoke your consent at any time with effect for the future by sending an e-mail to onlinebuero(at) In the event of such revocation, your data will be deleted immediately. Your personal data will otherwise be deleted when we have processed your request or the purpose for storing it no longer applies. You can obtain information about the data stored about you at any time.

7. Data subject rights

You have the right to obtain information about which personal data we have stored in relation to you. If the data we have stored about you is incorrect, you may request that it be corrected or, if necessary, deleted. In addition, you can demand that this data be blocked and thus that further processing may only be carried out by us with your consent. Furthermore, if you wish, we will make your data available to you for your further use. We will also transfer your data to a recipient designated by you at your request.

According to the EU GDPR, you have the following rights as a data subject:

  • Information rights according to Article 13 and Article 14 DSGVO,
  • Right to information according to Article 15 DSGVO,
  • Right to rectification pursuant to Article 16 DSGVO,
  • Right to erasure pursuant to Article 17 of the GDPR,
  • Right to restriction of processing pursuant to Article 18 DSGVO,
  • Revocation of any declarations of consent pursuant to Article 7 (3) of the GDPR.

8. Processing and storage in Germany

Within the framework of, your data is processed and stored exclusively in Germany. The data is stored on servers of ]init[ AG, Köpenicker Str. 9, 10997 Berlin, Germany. ]init[ AG is an application, service and hosting provider for regional and international customers in the eGovernment and business sectors. The data centre infrastructure of ]init[ AG is certified according to ISO 27001 on the basis of IT-Grundschutz.

9. Contact

General questions about the platform

If you would like to exercise your rights as a data subject, have questions about data protection on the website, request information, or request the deletion of your data as a registered user, please contact us by e-mail at or

Contact for data protection

Referat Datenschutz und Informationssicherheit, Sandgasse 6, 60311 Frankfurt am Main


Data protection authority in charge

Der Hessische Beauftragte für Datenschutz und Informationsfreiheit

Postfach 3163

65021 Wiesbaden


10. Historie 

Privacy Policy, as of 24 October 2022

Privacy Policy, as of 25 March 2019

Privacy Policy, as of 25 May 2018