Legal warnings for private and professional customers

Legal warnings for private and professional customers

Legal warnings

General terms and conditions governing the use of our websites

These general terms and conditions are applicable to the use of all parts of the websites (including the mobile ones) created by Belgacom SA.

Consumer info

Codes of conduct

This charter applies to relations between subscribers and their private customers and individual consumers. In this text, the term consumers is used for these persons.

Information concerning the access and usage of electronic communications networks and services

Indicators concerning quality of service

General conditions

These documents contain the general conditions that apply to our telephony services, excluding terminal equipment. These general conditions are applicable as of August 3, 2012, in compliance with the law of July 10, 2012 (MB 25/07/2012 changing the law of June 13, 2005 concerning electronic communications).

Fixed telephony
Mobile telephony and mobile Internet

With the exception of terminal equipment, the terms and conditions (.pdf) and the list of administrative fees (.pdf) are applicable for the Pay&Go and Pay&Go Autoreload customers.
Please note: the credit of your Pay&Go card is limited to a maximum of €250. Beyond that limit, you will lose every additional top-up.

General conditions regarding the services for mobile subscriptions (.pdf)  and the list including the administrative fees (.pdf), except for the terminal equipment, are applicable until June 30, 2015 included. As of July 1, 2015 these General conditions (.pdf) will be applicable.

However, the contracts taken out before 31 August 2010 for the subscriptions included in the below-mentioned list are subject to the following conditions until June 30, 2015: general conditions regarding the services for mobile subscriptions (.pdf) and the list including the administrative fees (.pdf). As of July 1, 2015 these General conditions (.pdf) will be applicable.

List of the concerned subscriptions: Smile 5 Freetime; Smile 5 Together; Smile Exclusive 110; Bizz Flex+ 15, Bizz Flex+ 25 and Bizz Flex+ 50; Bizz Mobile No Limit; Bizz Fusion Start, Bizz Fusion Team and Bizz Fusion Classic; Voice Fusion Company; Bizz Smart 25, Bizz Smart 35, Bizz Smart 65 and Bizz Smart 95; Mobile Internet Start, Mobile Internet Comfort, Mobile Internet Comfort 15h, Mobile Internet Favorite, Mobile Internet Favorite for iPad, Mobile Internet Pro and Mobile Internet Value Pack; Mobile Intranet Anytime Light, Mobile Intranet Anytime, Mobile Intranet No Limit, Mobile Intranet Roaming and Mobile Intranet Value Pack; Mobile Group; Mobile Company Plan; Machine-to-Machine; Mobile Start 5, Mobile Comfort 10, Mobile Comfort 20, Mobile Comfort 30, Mobile Favorite 50 and Mobile Intense 80; Generation MTV 10, Generation MTV 20 and Generation MTV 30.

Fixed internet & data
Proximus TV
Home View and Home Control
Telephone exchanges (PABXs)
Loyalty programs
Terms and conditions for professional customers

The products and services of Proximus for professional customers are subject to the following General Terms and Conditions (.pdf). These general terms and conditionscomplement the Specific Terms and Conditions related to the product and/or service in scope of the solution you have purchased with Proximus. However, they do not apply to fixed, mobile and internet communications services. The general terms and conditions for these services are mentioned further up on this page. To consult the Contractual Service Descriptions (including the Specific Terms and Conditions) and the Glossary, please contact your Proximus Account Manager or visit the MyProximus.

Pricelist and tariffs

Three years ago, in April 2012, Proximus launched the Packs with Internet Everywhere: Start, Comfort and Maxi. These "new" Packs have been further enhanced over the past years (more volume, more speed, Happy Time, etc.).
And now another feature will be added to these Packs at no extra charge: from 1 June, TV Replay will simply be included in these Packs. Customers who have already activated TV Replay will therefore pay 3 euro per month less for their Pack as from 1 June.

Proximus will increasingly tailor these convergent Packs to modern-day needs. The subscription for these Packs launched in 2012 remains unchanged, even though customers will now also get TV Replay.

The subscription fee for the older Packs, for internet only and for fixed line there will be a rate increase on 1 July. Those clients can also opt for the new packs to enjoy TV replay and other advantages.

On July 1, 2015 we change certain rates. These are the most important updates:

Price changes and updates to general conditions - 1 July, 2015
  • The subscription fee for more recent Packs (activated after April 2012) remains unchanged.
  • In addition, some connection and calling fees are updated, for fixed telephony as well as for mobile telephony.
  • The subscription fee for Internet (Start/Comfort/Maxi/Intense/Pro) increases with €2.
  • The subscription fee for fixed Classic line increases with €0.50. For older residential Packs (activated before April 2012), the subscription fee also increases with €2 and for professional Packs there is an increase of at least €0.50 and maximum €4.
  • Finally, we are making some modifications to the general conditions for Internet and mobile telephony.

You will find all the detailed information on your bill or in the below overview.

A. Subscriptions fixed lines and packs

B. Call charges fixed line

  1. Classic (standard rate)

  2. Mass market tarrif plans
    2.1 National calls (to fixed and mobile)
    2.2 All types of calls
  3. Professional market tarrif plans
    3.1. Value Pack Program
    3.2. Benefit Program
    3.3. Calls via broadband connection

C. Call charges mobile line

  1. International call charges
  2. Call charges from abroad

D. General terms and conditions mobile lines

Current tariffs

Line Rates
Specific expenses and indemnities
Call Rates

A. Classic (standard rate)

B. Private market tariff plans

  1. National calls:
  2. International calls:
  3. Calls to a mobile phone:
  4. All type of calls:
  5. Calls via broadband connection:

C. Professional market tariff plans

  1. Value Pack program
  2. Benefit program
  3. Fuse Program
  4. Calls via broadband connection
Previous tariff plans (no longer commercialized)

Privacy Policy

This is the privacy policy of Belgacom SA under public law, which carries out its activities under the name "Proximus".

Proximus understands that privacy is very important for you, and we do our best to respect it. That is why your personal data is only used by the Belgacom group; it is never communicated, without your prior consent, to third parties for commercial purposes.

At the same time Proximus commits to always keeping you informed about its special offers and promotions that are likely to interest you. However, if you do not wish to receive commercial messages from us, you can easily indicate this anytime you want via one of the many communication channels (MyProximus, email, 0800 number), and we will make sure that your choice is respected.

The sections below detail how Proximus handles your personal data when you use our services, such as fixed and mobile telephony, the Internet, Proximus TV and our other audiovisual services, and when you visit our websites proximus.be, belgacom.com, skynet.be and m.skynet.be.

Collection and use of personal data

If you want to use our services, you may be asked for some personal data, such as your first and last name, address, login, e-mail address, telephone number, mobile number, date of birth, language, and a copy of your identity card. We may also ask for other data which we need to deliver the service, such as specific preferences and requirements related to the service concerned.

Personal data can be collected through various channels: e.g. orally in the Proximus points-of-sale, by telephone via the customer service, in writing via order forms or via electronic forms on the websites or via SMS. We can collect your personal data when you place an order, take part in a survey or competition, call the customer service, subscribe to a newsletter, or ask us for information. Your bill and payment data is also stored.
In addition, we collect data on your use of our services and websites and on the communication traffic that flows through our network. Communication traffic can include the called fixed-line and mobile numbers, and the date, time, duration and location of a call or Internet connection. We can also use socio-demographic data that we buy from specialized agencies.

The personal data you enter via these different channels is stored in files held by Belgacom SA under public law (27 Bd. du Roi Albert II, B-1030 Brussels). This data is used to deliver the required service or information, to establish and bill the connection with the electronic communication networks of other operators, for customer administration, to draw up and distribute telephone guides and offer directory assistance, to market the telephone numbers and addresses mentioned in the telephone guides, for dispute management, to combat fraud and infringements committed against Proximus, its employees, customers or suppliers, to improve the quality of the services, for the planning and organization of the telecommunications infrastructure, for market research and customer profiling, and to provide information about our products, services and offers.  All the data we collect can be combined to better adapt our offers to your personal needs.

If you do not wish to receive any information about our products and services, or if you do have a specific preference regarding the communication channels we use to inform you, or if you do not want us to adapt our offer to your usage  pattern, you can find out how to prevent this in the "Your wish for privacy" section.

The personal data are stored for up to 10 years after a person has ceased to be a Proximus customer. Shorter storage times apply to certain types of data, such as traffic data related to communications and connections, which are only kept for 12 months.

According to the law, all processing of consumer data has been notified to the Commission for the Protection of Privacy. Belgacom’s identification number for these notifications is HM 133424. Notification has been filed for several purposes, such as customer management, direct marketing, market research, customer profiling, litigation management, fraud combating, telephone directories, trade in personal data, camera surveillance and reporting services.

Secrecy of telecommunications

The content of the communication traffic that flows through our network as fixed and mobile telephone calls, e-mails, SMS messages and your surfing behavior on the Internet on other websites than those belonging to Proximus, is protected by the laws concerning the secrecy of telecommunications. This means that Proximus and its employees may not have any knowledge of such content. Proximus has taken the necessary security measures and given strict instructions to its employees to respect the secrecy of telecommunications.

The telephone calls you make to our customer service may be recorded to serve as evidence in case of a dispute about a commercial transaction. Said telephone calls can also be recorded and listened to by a quality control monitor.

Securing your personal data

We have taken technical and organizational measures to protect the databases in which your data is kept against unauthorized access, unauthorized use, theft or loss. Our security measures are regularly evaluated and adapted so that we can continue to provide a high level of protection.

Disclosure of personal data to third parties

Some of our databases may be accessible to third parties working for us or assisting us with the performance of our tasks, e.g. our partners or call centres who sell Proximus services in our name and on our behalf. Such third parties only have access to this data on a need-to-know basis, to enable them to perform their task on our behalf.
Your personal data and the data on the Proximus products and services you use, can be shared with the subsidiaries of the Belgacom Group to keep you informed about the products and services of the entire Belgacom Group. In case of non-payment, we can inform our subsidiaries about your payment habits in order to protect the interests of the Belgacom Group.
If you agreed to have your fixed-line and/or mobile number listed in the telephone guide and/or in the directory assistance file, we will pass this data on to Directory Information Services, a Proximus department which deals with the telephone guides and the 1405 directory assistance service. You can ask for changes to your listing by calling the toll-free number 0800 98 022 (NL) or 0800 98 033 (FR) or via an e-mail to gids@1207.be or annuaire@1307.be.
If you submit a complaint via the telecommunications ombudsman's service, for the handling of your complaint, we may have to pass on your data to the ombudsman's service.
For the rest, we do not give the collected data to third parties, unless we explicitly state that this is required for a specific action, or unless we are required by law to provide said data, e.g. at the request of the competent legal authorities in the framework of a judicial enquiry.

Use of anonymous data for reporting services

There is more and more interest in society to use location data for reporting such as on the number of people that are present in a given place at a certain point in time.  To create such reports, Proximus can use the location data generated by the mobile telecommunication traffic, possibly in combination with other customer data in Proximus’s possession. Proximus does of course take the measures required to respect your privacy. Firstly, only anonymously created data are used to draw up the reports. Secondly, the anonymous individual data are combined into large groups in such a way that the recipients of these reports are not in any way able to reduce the information to individual customers.

Privacy policy relating to our websites

You can visit our websites (proximus.be, belgacom.com, skynet.be and m.skynet.be) without having to enter any personal data. Access to certain parts or functions of our websites may be limited to visitors with an account on skynet.be or a MyProximus account, after the correct password and login have been entered.

  • Tracking of commercial e-mails from Proximus
    Proximus may send you e-mails in order to keep you informed about its existing and new products, services and promotions, unless you have exercised your right to object. Proximus uses tools to measure and follow up the impact of these e-mails: has the e-mail been opened or not, has the hyperlink been clicked on or not, etc. These tools are used to increase the efficiency of e-mail campaigns and to better adapt Proximus’s offers to your personal needs.
  • Comments and content that you enter on www.skynet.be
    If the comments or content you enter in the Skynet News section on Skynet fora or in a Skynet blog give rise to complaints, or if your comments or content do not correspond with the terms and conditions of use and the "Code on Illegal Content" which you will find on www.skynet.be, this can be registered in our databases so that the appropriate measures can be taken, e.g. remove the content or comment, or delete your profile. Your data can also be transferred to the judicial authorities at their request in the framework of our obligation to inform the public prosecutor of any illegal content. If you are not a Proximus-customer for your access to the Internet, the judicial authorities may obtain your identity via your Internet Service Provider using your IP address. You can find more information about this in the "terms and conditions of use" and the "Code on Illegal Content" on www.skynet.be.
  • Proximus’s cookie policy
    You can consult the cookie policy of Proximus via the "Cookie Policy" hyperlink found at the bottom of the homepages of our websites.
  • Hyperlinks
    Our websites may contain hyperlinks to websites that are not managed by Proximus. Such hyperlinks are provided purely for information purposes. When consulting such websites, we recommend that you carefully read their privacy policy.
  • Connection data
    We also register information about the connection you make to our websites and the software and devices you use to accomplish this. This information includes your IP address, the time of your visit to the website, the type of browser and the type of device you use and the pages you visit. This data is used to create statistics and improve the quality of our website and service through the analyses of your surfing behavior on our website.
    If you visit a Proximus website, we can use your surfing behavior on our websites and other data we have collected to offer you a more personalized set of services and products which are tailored to your specific needs.
    If you are a Proximus customer for your access to the Internet, Proximus can identify your IP address and link it to your customer data so that based on all the collected data we can offer you a more personalized set of services that might interest you. If you do not want this, you can find out how to prevent it in the "Your wish for privacy" section.
Privacy policy relating to Proximus TV and other audiovisual services of Proximus such as TV Everywhere

The data that you provide to Proximus via different channels and the data that Proximus collects on your use of the Proximus TV services or other audiovisual Proximus services, are incorporated into Belgacom's databases (27 Bd. du Roi Albert II, 1030 Brussels).
The Proximus TV decoder is equipped with software which registers and stores the operations carried out.
This data can be processed to:

  • allow the successful implementation of the contract;
  • ensure the correct delivery of the Proximus TV services and other audiovisual Proximus services;
  • enable us to provide you with personalized recommendations regarding the Proximus TV services;
  • allow customer management;
  • conduct market surveys and draw up user profiles;
  • detect fraud, e.g. breaches of intellectual property rights;
  • conduct information or promotional campaigns related to Belgacom Group products and services, including by post and/or e-mail. This information can be personalized according to your use of the products and services offered by Proximus.

If you do not wish to be contacted, please read the instructions in the "Your wish for privacy" section on how to inform us about this.

If you prefer non-personalized rather than personalized recommendations regarding the Proximus TV services, please inform us of your choice via the selection menu on your TV screen.
The data on your use of the Proximus TV services is stored for 12 months.
The data that is collected can be disclosed to partners assisting Proximus in the delivery of the Proximus TV services or in the event that such disclosure is necessary for the delivery of the service, or if you have authorized such disclosure.

Your wish for privacy

If you do not wish to receive information about Proximus products and services, or if you object to your data being shared with Belgacom Group subsidiaries for direct marketing purposes, please read the instructions here on how to inform us of your wishes. Please take into account that adapting our systems to the new preferences can take a few weeks.

  • You are a Proximus customer:
    If you have access to the MyProximus on the Proximus website, you can also inform us of your wishes with respect to receiving information via: My administration > My customer profile > My contact data. There you can select your preference per communication channel.
    If you do not wish to receive personalized recommendations from Proximus based on your calling habits or surfing behavior on our websites after the identification of your IP address, in the list of communication channels you must for all the channels indicate you don’t want to receive commercial messages. Then we will not use this data, neither send you commercial messages.
    You can call the toll-free number 0800 99 487 to inform us of your wish for privacy with respect to the sending of information about Proximus products and services.
    You can call the toll-free number 0800 99 981 if you object to your data being shared with Belgacom Group subsidiaries for direct marketing purposes.
    If you do not want your data which is published in the telephone guide to be commercialized, you can inform us by calling the toll-free number 0800 98 022 (NL) or 0800 98 033 (FR) or via an e-mail to gids@1207.be or annuaire@1307.be.
    You can call the toll-free number 6030 from your Proximus mobile phone and inform us of your wish for privacy.
  • You are not a Proximus customer:
    You can call one of the following numbers to inform us of your wish for privacy:
    0800 55 800 for private persons, professionals and SMEs;
    0800 55 200 for medium-sized and large companies and public institutions.
The Do-Not Call Me List

If you do not wish to receive commercial calls from any company or organization, you may register on the Do-Not Call Me List via the website www.bel-me-niet-meer.be/ or www.ne-m-appelez-plus.be or you may send a letter to the Belgian Direct Marketing Association at the address Noordkustlaan 1, 1702 Groot-Bijgaarden.
All companies and organizations that make offers by telephone or GSM are obliged by law to comply with this list.
Each company or organization is responsible for compliance with the Do-Not Call Me List. They are bound to withdraw your telephone number and your name from their files and they are no longer allowed to call you in order to propose their products or services? or their special promotions. Proximus has no powers to supervise and control this.
For any complaints regarding unsolicited commercial calls, you can contact the Federal public service FPS Economy, SMEs, Self-Employed and Energy, Contact Center, Rue du Progrès 50, 1210 Bruxelles or call to the toll-free number 0800 120 33.

Your right of inspection and correction

You have the right to consult and, if necessary, rectify your personal data. To do so, send a request (dated and signed) with a copy of your identity card to Belgacom Group Legal Services (27 Bd. du Roi Albert II, 1030 Brussels).

Changes to our privacy policy

Our privacy policy may be extended or adapted in the future (for example, to accommodate new developments). For this reason, we recommend that you consult this privacy policy regularly.

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