Privacy is important to you – and to us, too. That's why we respect your privacy.
- What personal data do we collect and how long do we keep it?
- For what purposes do we use your personal data?
- Why do we share personal data with third parties, and who are these third parties?
- What is secrecy of telecommunications?
- How do we protect your personal data?
- Information about specific products and services
- What are cookies (and related technologies) and how are they used?
- Does Proximus collect personal data from people who are not yet customers?
- What are my privacy rights and how can I exercise them?
- Specific information on privacy for professional customers and their end users
- Contact details of the Data Protection Officer
What personal data do we collect and how long do we keep it?
To allow you to use our products and services, we need your personal details. We also collect other personal information, such as data on payments and communication traffic. All these data are stored in our files for a specific length of time.
Information you provide to us
If you want to use our services and products, we need some personal information. Which data we need may vary depending on the situation. For example, this may include your surname, first name, address, login, e-mail address, telephone number, mobile phone number, date of birth, language, details of your identity document or your customer number. Sometimes we also need other information, such as specific preferences and requirements related to the service in question.
We may collect your personal information in a variety of ways. At a Proximus point of sale or online in the Proximus webshop, Proximus can ask you to identify yourself via the electronic reading of your identity document or via the Itsme app. Read more about "Customer identification" later in this chapter. Data can also be collected in other ways such as: verbally in the Proximus points of sale, by telephone via customer service, in writing via order forms, e-mail or text message, digitally via e-forms or when you chat with our chatbot or via our website, via the MyProximus app or other Proximus apps or when you use social media to contact us.
Each customer contact offers the possibility to collect personal data: e.g. when you order; participate in a survey, test or competition; call our customer service; identify yourself as a user of a Pay&Go card; register for a newsletter; or simply ask us for information.
You can always refuse to provide certain data, but this may mean you won't be able to use certain products or services, or that they won't function as they should.
Information we obtain through your use of our products/services
We collect data on the way you use our products and services (fixed and mobile services, TV, etc.) and websites; data on the devices you use (type/brand) and on the communication traffic that flows over our network; and data on the devices (type/brand) which connect to your Wi-Fi network. Communication traffic can include called landlines and mobile numbers, the IMEI number of your mobile device, the date, time, duration and location of a communication or Internet connection, the amount of data you use, and the kind of mobile apps you use. We also collect data on your use of Pickx services (via the Pickx decoder as well as the Pickx app and website www.proximus.be/pickx/fr). Finally, we collect data on the quality and speed of the network and your Wi-Fi connection. We also store your billing and payment data.
Information we purchase from third parties
We may use socio-demographic data and consumer information we purchase from specialized companies such as Bisnode Belgium.
Identification of customers
Proximus needs your identity information to correctly identify you when you purchase a service or request a change to an existing service or contract or access to certain customer data.
You can identify yourself in the Proximus points of sale and in the Proximus webshop by using the Itsme app or via an electronic reading of your eID card, both with an eID reader and via the optical reading of a scan of your eID card.
If you use the Itsme app, Proximus will receive the necessary identification data from Itsme in a secure manner.
If you identify yourself with a Belgian identity document, Proximus collects the following data:
your surname, first name, date of birth, gender, address, document number and period of validity and your national registration number (the latter only for the judicial and other competent authorities).
Proximus needs your identity data for the following purposes:
- to be able to offer you the requested services. Proximus must indeed be able to correctly identify its customers in order to enter into a contractual relationship, to be able to provide the services to the customers, to install the service on location with the customers if necessary, to bill the customers and to contact the customers for all customer administration. This data processing is necessary for the execution of the agreement between Proximus and the customer;
- to combat fraud, phishing and identity theft (identity theft consists of someone posing as a customer or as the customer's representative and buying a product in the customer's name without the customer being aware of it). On the one hand, Proximus wants to prevent the use of false identities or the ordering of services that will never be paid for, on the other hand, Proximus also wants to protect you against misuse of your identity and prevent you from becoming a victim if someone with bad intentions tries to order products or services in your name. That is why identification is such a thorough process. The legal basis here is the legitimate interest of both Proximus and the customer in preventing fraud and identity theft;
- to comply with the legal obligation to identify customers before the judicial and other competent authorities. Proximus, like all other providers of electronic communication services, is legally obliged to identify its customers. This is set out in the Electronic Communications Act of 13 June 2005 and in the Royal Decrees of 19 September 2013 and 27 November 2016. Proximus is legally obliged to register your National Register number in a separate database held for the competent authorities. Proximus itself is not allowed to use your National Register number. In certain cases Proximus is also required to keep a copy of your identity document;
- to have a high-quality database to keep customers informed about Proximus' products and services via various communication channels such as e-mail, SMS, telephone, letter, online advertising and TV advertising. Proximus will try to adapt its communication as much as possible to your personal needs, for example on the basis of your age, your gender and your place of residence. The number of your identity document will help us to identify you uniquely in the customer database and to avoid the creation of duplicate accounts for one and the same customer. You are of course entitled to refuse the use of your data by Proximus to send you commercial information. See further in this policy in the chapter "What are my privacy rights and how can I exercise them". This data processing is based on Proximus' legitimate interest in promoting its services to its customers.
Proximus can check the validity of your identity document by means of automated and/or manual verifications. If, on the basis of these verifications, it appears that the identity document has expired, been stolen, falsified or is invalid for any other reason, Proximus will refuse the document and the service requested by the customer cannot be provided. The customer will be informed accordingly. If Proximus' decision is based on a purely automatic decision without human intervention, the customer will be informed at that time of the steps he can take to contest the automated decision.
How long do we keep personal data?
Personal data are kept for up to 10 years after a person has ceased to be a Proximus customer. Shorter storage periods apply for certain categories of data, such as data on your communication traffic, which are kept for no more than 12 months.
Who stores your personal data?
The personal data we collect and use are stored in the files held by Proximus PLC under Belgian Public Law (27 bd du Roi Albert II, 1030 Brussels).
For what purposes do we use your personal data?
Your personal data may be used for different purposes. These can be of a technical, administrative, commercial or legal nature.
We need your personal data for different reasons, including for:
- delivering the requested products/services or information;
- connecting with electronic communication networks of other operators;
- resolution of technical problems and malfunctions in our services;
- billing and accounting;
- customer administration and support including the return of Proximus materials;
- correct use of roaming abroad;
- drawing up and distributing telephone directories and offering directory assistance;
- dispute management;
- detecting fraud and infringements against Proximus, its employees, its customers or its suppliers;
- automatic testing of your data against the existing databases of Proximus and third parties before concluding a contract, in order to prevent fraud, insolvency or the risk of unpaid bills (i.e. a creditworthiness test). When you opt for an offer of a device linked to a service, we can check your data beforehand to limit the risk of fraud or insolvency. In any event, you have the right to request a review of a negative decision;
- improving the quality of our products and services;
- internal reporting purposes;
- planning and organization of telecom infrastructure and development of new products and services;
- market research and testing of products and services;
- customer profiling based on all the collected data to make the information about our products, services and offers more relevant to you;
- better alignment of your potential interests and needs with advertising on Pickx and in the online advertising network of Proximus and third parties (such as Google);
- the provision of verification services to third parties (digital service providers) to allow them, in the context of preventing and combating fraud, to check whether the data they possess corresponds with the data in our customer database, but without disclosing the customer data to the third party. Proximus helps these third parties to validate user identity and support them in their fight against identity fraud. It allows them to evaluate quickly and in real time the data a unique customer provides during the registration process and as such helps them to detect the creation of fake accounts. Based on the evaluation, the digital service providers can determine the appropriate actions and either allow, block or flag a registration or transaction. It’s important to emphasise that in this process, Proximus never shares individual personal data with these digital service providers.
- fulfilling our legal obligations vis-à-vis the courts and other Belgian authorities such as the tax authorities, the emergency services, and the judicial authorities, or for warning you, at the government's request and on the basis of your location data on our mobile network, about an imminent threat or major disaster.
- fulfilling our legal obligation to make subscription data available to the people who draw up and distribute the telephone directory or offer a directory assistance service.
Proximus processes your data only if there is a legal basis for doing so, as laid down in the privacy regulations, or if:
- we need your personal data to prepare and perform our contract with you and deliver the service to you;
- we ask for your permission to process your data;
- we are required by law to process your data;
- Proximus processes your personal data for its own legitimate interest or that of a third party, where this is in balance with your right to privacy.
Proximus has a legitimate (commercial) interest in processing and using your data:
- to promote and better align its offer and services with your potential interests, whether you are a Proximus customer or not. You can always object to this use of your data or indicate your preferences as explained in the section "What are my privacy rights and how can I exercise them?";
- to share some of your personal data with subsidiaries of the Proximus Group;
- in the context of fraud management;
- for network and information security;
- to solve technical problems and malfunctions you experience; to this end, Proximus may use data on your use of our services, such as your communications traffic;
- to test and develop new products and services;
- to draw up anonymous, aggregated reports for internal and external use;
- to provide verification services to third parties;
- for third-party billing (roaming, interconnection, etc.);
- for organization and management of the work schedule (e.g. with regard to technicians);
- for management of indirect sales channels;
- for camera surveillance;
- in the context of market research;
- in the context of corporate administration (public relations).
Why do we share personal data with third parties, and who are these third parties?
We may share your personal data with our subsidiaries and third parties with whom we collaborate. If you want to be listed in our telephone directory and/or directory assistance service, we inform our internal department, Directory Information Services. If you pay for services from third parties via our bill, we can pass on your mobile number to said third parties. We may also have to provide your personal data to the Ombudsman's office if you submit a complaint there. And in some cases, Proximus has a legal obligation to provide data to government services.
Who are these third parties?
Subsidiaries of the Proximus Group (e.g. Scarlet)
Subcontractors, suppliers and partners of Proximus
We can make our databases accessible to third parties working for us and assisting us with our tasks and marketing activities, e.g. partners or call centers who sell Proximus services in our name and on our behalf, or specialized companies that deliver our IT services. Such third parties only have access to the data on a need-to-know basis, to enable them to perform their tasks on our behalf.
When you purchase a mobile device from Proximus, its identification number can be passed on to the supplier of the device for stock management purposes.
When you browse using your Proximus mobile phone subscription, or purchase the services of online third parties (e.g. mobile apps) and pay for them via our M-Pay service (billing by Proximus, who deposits the amount to the third party), we can pass on your mobile number (or the identification number created when you use the M-Pay service) to these third parties to enable the payment.
Proximus shares your personal data with its partner Fiberklaar. Fiberklaar is a network builder in charge of installing Fiber across Belgium. Fiberklaar and Proximus are processing your personal data as distinct data controllers, meaning that each entity pursues its own purposes when processing your personal data. Proximus collects your personal data when you show interest for Fiber products, or even pre-order a Fiber product. It then transfers it to Fiberklaar to allow them to install Fiber from the street to your home. Fiberklaar will not reuse your personal data for any other purpose, it will exclusively process your personal data to install Fiber in your home. This data sharing is based on legitimate interest: Proximus’ Legitimate interest to offer you Fiber products and installation, your legitimate interest to not be requested to provide your personal data twice and Fiberklaar’s legitimate interest to identify the individuals requesting an installation.
Proximus can enlist the services of subcontractors located outside the European Economic Area. Proximus only works with subcontractors from countries that the European Commission deems can guarantee a suitable level of protection, or with subcontractors bound by the standard provisions approved by the European Commission.
In addition, your personal data may be shared outside the European Economic Area if this is required for the delivery of the service you wish to use, e.g. when you call a number in a country outside the European Economic Area or visit a website hosted by servers outside this area.
Office of the Ombudsman for Telecommunications
If you submit a complaint to the Office of the Ombudsman for Telecommunications, we may have to disclose your data to the Ombudsman for the handling of your complaint.
Legal obligation to disclose personal data to certain government services
We are required by law to disclose certain personal data to the emergency services when you place an emergency call. We also have a legal obligation to disclose certain personal data at the request of the judicial authorities in the context of a judicial inquiry, and at the request of the Belgian intelligence services, the Belgian Institute for Postal Services and Telecommunications, and the tax authorities.
Belgian emergency centers support AML. This means that during an emergency call, every phone with AML (i.e. most phones) can transmit the most accurate position possible to the emergency centers. The location information is only sent to the emergency centers when you call 112 or 101 (or the old number, 100, which is no longer promoted). The transmission of location data complies with Belgian law and is only used for efficiently locating an incident.
Within Proximus SA?
If you consent to have your landline and/or mobile number listed in the telephone guide and/or in the directory assistance file, we will pass on this data to Directory Information Services, a Proximus department which deals with the telephone directories and the 1207/1203 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 by sending an e-mail to firstname.lastname@example.org or email@example.com.
To correctly process your personal data, they are also made accessible to internal Proximus services and their employees where this is considered necessary for delivering the products or services, ensuring customer management, fulfilling accounting obligations, etc.
What is secrecy of telecommunications?
Proximus and its employees may not have knowledge of your communication traffic over our different networks. The only exception are phone calls to our customer service.
Messages sent over our network (landline and mobile phone calls, e-mails, text messages, Internet traffic, etc.), as well as the content of your browsing behavior on the Internet, are protected by the secrecy of telecommunications laws. This means that Proximus and its employees may not have knowledge of such content. Proximus has taken the necessary security measures and given strict instructions to its employees to respect the secrecy of telecommunications.
If you have an unlisted phone number for your landline or mobile service, your phone number will not be listed in the telephone directory or the directory assistance service. Your number will also be protected by the secrecy of telecommunications. Proximus employees may only process your unlisted number if this is needed to deliver the Proximus services.
Phone calls you make to our customer service may be recorded to serve as evidence in case of a dispute on a commercial transaction. These calls may also be recorded or listened to for quality control purposes.
In case of technical problems or to check the quality of its services, Proximus may need to look at the content of your traffic/communication to analyze what went wrong and solve the problem. Such interventions are limited to what is strictly necessary for detecting, analyzing and solving the problem.
How do we protect your personal data?
The databases containing your personal data are secured. Updates guarantee a high protection level.
We take technical and organizational measures to protect the databases in which your data are stored against unauthorized access/use, theft or loss. Our security measures are regularly evaluated and updated to ensure that we can continue to provide a high protection level.
Here you will find a general overview of the technical and organizational measures taken by Proximus.
Information about specific products and services
Data processing when you use Pickx (TV) through your decoder, the Pickx app or through the Pickx website
The personal data generated when you use Pickx or data that you provide yourself in the context of Pickx are processed and included in our databases. We may process this data to provide you with the Pickx service, to improve our services, to conduct market studies, to produce statistical reports, to create user profiles and to bring personalised or non-personalised recommendations.
The Pickx decoder is equipped with software which registers and stores the operations performed with the decoder. The Proximus Pickx app and website contain similar functions.
All this data can be processed to:
- allow the successful implementation of the contract;
- correctly deliver the Pickx services and solve technical problems;
- provide you with personalized recommendations relating to Pickx services and other Proximus services;
- allow customer management;
- conduct market surveys and create user profiles;
- generate statistical reports on viewing behavior for internal purposes and for reporting to TV channels and the media regulator;
- adapt advertising on Pickx to your profile;
- detect fraud, e.g. breaches of intellectual property rights;
- conduct (personalized) information or promotional campaigns related to Proximus Group products and services by any means, including by post and/or e-mail.
If you prefer not to receive any information about our products, services or promotions via your TV screen, or don't want advertising on Pickx adapted to your profile, or don't want to receive any personalized recommendations relating to the Pickx services, you can find out how to indicate your preferences in the section "What are my privacy rights and how can I exercise them?".
In some cases, Proximus may disclose the collected data:
- to partners that help us deliver the Pickx services;
- if such disclosure is necessary for delivering a Pickx service;
- if you have consented to such disclosure.
Use of the Pickx app in another EU Member State
You can use the Pickx app when you are temporarily in an EU Member State other than Belgium, according to the European Regulation on portability, only if you are a resident of an EU Member State. Proximus therefore verifies your residence Member State when you conclude the TV app contract and during the performance of the contract. Within the limits of the European Regulation on portability, Proximus decides which verification methods it will use. The processing of personal data for this verification is limited to what is considered proportional. The personal data will not be kept longer than is required for the verification.
Personalized TV advertising
To respond to your needs more effectively, commercials can be adapted on some TV channels. For this, we create customer profiles based on your administrative data and viewing behavior. We can also purchase certain statistical data from a data supplier. We do not share your personal data with advertisers, who only receive anonymous statistical information. If you don't want to receive adapted TV advertising, you can change your privacy settings via MyProximus or the privacy settings on your TV.
The commercials on a number of TV channels that you watch via Pickx can be adapted to better reflect your potential interests and needs.
For this, Proximus creates a customer profile based on:
- administrative data, such as your age, language, postal code, and the Proximus services used;
- socio-demographic data that we purchase from a data supplier (such as Bisnode Belgium). Part of this data relates to you and/or your family if this supplier has your data. It can be about your family typology, for example. Another part of the data we purchase is statistical data at neighborhood or street level;
- your TV viewing behavior: data on the programs you watch via Pickx, e.g. whether you watch cooking programs, sports programs, current affairs programs, children's programs, etc. The data concerning your TV viewing behavior is collected regardless of how you watch Pickx, i.e. via the TV decoder, the Pickx App or the website http://www.proximus.be/pickx/fr.
We do not share your individual data and customer profile with advertisers who run their advertisements on Pickx. These advertisers only receive anonymous, statistical information (number of people with a specific customer profile).
An advertiser may, however, ask to show his ad to a list of persons selected by him. Proximus will then use your individual details to check whether you are on that list. If that is the case, you will see the advertiser's ad. However, Proximus will under no circumstances inform the advertiser of the persons to whom his advertisement has been shown.
If you indicated via MyProximus or the customer service that you don't want adapted TV advertising, we will respect your choice. Your TV viewing behavior will no longer be used for adapted TV advertising or for creating your customer profile for TV advertising.
However, your TV viewing behavior will still be collected where this is required for billing purposes, reporting, and for the development of Proximus services. Your TV viewing behavior can also be used to keep you informed in a more personalized way about Proximus services, unless you objected to this when you set your privacy preference.
Personalized advertising on the Internet and in mobile applications
In addition to being a telecom operator, Proximus also operates an online advertising service. Such an advertising service buys advertising space on the Internet on behalf of advertisers and sells advertising space on the Internet on behalf of website and application owners. The service offers advertisers of all kinds of brands the possibility of displaying advertisements for their services and products of their brand on Proximus websites and applications, as well as on a number of other websites and applications.
When you visit certain ad serving websites or use mobile ad serving applications, the ads shown there may already be personalized to a certain extent if you have accepted ad cookies on those sites or in those applications. For example, most of the ads are already customized to your language.
Proximus now offers you the opportunity to better tailor this type of advertising to your potential interests and needs. If you wish to see such more personalised advertisements, Proximus requires your permission to use your data to create your 'web profile'. Below you can read which data qualifies for this.
In addition to using such a web profile, advertisers can send Proximus user lists of people they wish to address. Subject to your permission, Proximus can then refine these lists on the basis of information and criteria available to Proximus.
1. Web profile
We’ll be able to choose advertisements that best match your web profile which is determined from the data that Proximus holds about you. For example, if we notice that you often watch football on television, we may infer that football is one of your interests and as a result, football related ads will more likely be shown.
The data we use to build your web profile are as follows:
- Administrative data that you have shared with us (language, age, postal code, type of customer, etc); Proximus products purchased; Proximus services used; information relating to billing and so on. Along with any other data that we have derived from this information. For example, if you have just bought a state-of-the-art smartphone from Proximus, we may conclude that you are a fan of new technology.
- The types of programmes you watch (sports, news, cookery, children's programmes, etc) when you have a subscription to our TV services.
- The types of competitions you participate in on Pickx and data collected through our Enjoy! loyalty program.
- Data collected from the Family Life application if you happen to use this Proximus service.
- Ads that you have already viewed if you have a Pickx subscription and you already benefit from personalized ads on TV – this is used to create consistency between the different media on which you view ads.
- Data we receive from our partners and for which you have given your prior consent to the partner. Please find the list of our partners here.
- Statistical and public data that Proximus has obtained from external sources such as data on the neighbourhood where you live. Please find the list of our external sources here.
- Cadastral data of your home taken from the cadastral plan made publicly available by the Federal Ministry of Finance. This is used to determine whether you have a garden for example.
The following data collected through third-party advertising cookies will also be added to your web profile:
- Ads you have already viewed on websites and applications; your interactions with those websites and applications; and the pages visited. For example, if you browse a website selling sporting goods or have clicked on an advertisement that we have shown you in connection with sporting goods, this will allow us to identify an interest and add it to your profile.
- Data related to advertising cookies which you have accepted (browsing, language, location, etc).
- Information about the device and the browser you are using, such as the brand and model of device, the Mac address and the IP address from which it is derived which city you are in. For mobile devices, this may include the advertising IDs assigned to your device by, for example, Apple, Google or Microsoft and location information, depending on the settings and preferences you have installed on your device.
All of the information listed above may be combined in the web profile to replace certain banner or video ads that are less interesting to you with ads that may be relevant to you. You will certainly not receive more ads than today.
2. List of advertisers
We also have the possibility of sending you advertisements based on lists of users selected by the advertisers. This list may be refined by Proximus at the advertiser's request using segmentation criteria proposed by Proximus. For example, an advertiser could ask Proximus to refine a list of users to select only those believed to have an interest in football (as determined by their web profile above) and to exclude those who do not.
Conditions to benefit from the personalized advertisements
Proximus can only adapt the advertisements offered via its advertising service to your possible interests and needs if you have given Proximus your prior consent to collect data about you in order to get to know you better and to create your web profile with your possible interests.
It is also required that:
- You have authenticated yourself at least once on one of the Proximus websites or applications (Pickx, MyProximus, Proximus.be, etc);
- You have accepted advertising cookies from third parties on the Proximus websites or applications (see the cookie management policy on our website);
- You have accepted advertising cookies from third parties on the website or application which you are using and on which we feature advertising.
You can withdraw your consent at any time
If you have given your permission, it will be ticked in MyProximus. If you wish to withdraw your consent, go to MyProximus → Account settings → My account → Alerts and Privacy and uncheck your consent there. Or click in the MyProximus mobile application on the circle in the top left corner, Account settings →Privacy → My Account → Alerts and Privacy and uncheck your consent.
Personalized advertising via Ads & Data
Within the framework of a collaboration between several partners, Proximus and Ads & Data (Harensesteenweg 226, 1800 Vilvoorde, Belgium, KBO: 0809.309.701), as joint controllers, process your personal data.
Ads & Data? This is an organisation that ensures collaboration between Belgian providers of advertising space, who jointly build up target groups for advertisements and show personalised advertisements on digital media and television.
The categories of personal data that Proximus and Ads & Data collect and use, subject to your consent, for the purposes are
- Personal data you have shared directly with Proximus, such as name, e-mail address, age, gender, postal code.
- Data collected during your visit to and use of our websites and mobile applications such as unique identifiers (eg. your IP address), the URL of the pages visited, click behaviour with regard to viewed articles or advertisements.
- Derived data: these are interests that Proximus derives from data at its disposal such as age, gender, postal code, Proximus products and services, ... and possibly your viewing behaviour, characteristics based on statistical and public data. Based on this information Proximus can for instance deduce that you are a “cooking enthusiast”.
This collaboration means, among other things, that, subject to your consent, Proximus will collect these personal data and transmit them to Ads & Data in an encrypted form. This encryption means that Ads & Data will not be able to identify you directly. Ads & Data then uses this information to build your advertising profile (e.g. sports fan, male, age group, ...). Ads & Data uses this to automatically display, with the help of service providers, targeted ads on certain Proximus websites and applications.
In concrete terms, this means that Proximus and Ads & Data process your personal data for the following purposes and on the basis of the following legal grounds:
- To create personalized online advertising profiles, based on your consent.
- To select personalized advertisements, based on your consent.
- To measure the performance of advertisements, based on your consent.
For these purposes, Proximus will communicate your personal data to Ads & Data in its capacity as joint controller, who will process them into an advertising profile.
You may withdraw your consent for the aforementioned purposes at any time, firstly by adjusting your cookie settings so that we no longer collect data related to your use of our websites and mobile applications either through the Proximus website or the Proximus app, and secondly by adjusting your privacy settings in MyProximus web (account settings/My account/Alerts & privacy) and app (account settings/Privacy/My account/Alerts & privacy). It may also be useful to check whether you have accepted advertising cookies from third parties on other sites or applications on which you surf and on which Ads & Data broadcasts targeted advertisements, a list of these partners can be found on the Ads & Data website.
Ads & Data will share your advertising profile with
- Processors that process data on our behalf (e.g. IT companies),
- Advertisers who want to use Ads & Data’s services to display advertising on our websites and applications.
Ads & Data also shares an identification number from your browser with platforms that provide support services for selecting and displaying targeted advertisements.
Some recipients may be located in countries outside the Economic European Area (EEA). If your encrypted data is transferred to them, this will be covered by appropriate safeguards, including European Standard Contractual Clauses, to continue to ensure an adequate level of protection.
Ads & Data will constantly update your personal data and keep it for a maximum of 13 months.
Information we receive via our websites
All our websites are freely accessible. However, to access certain parts or functions of our websites, you need an account with a login and password. When you visit a Proximus website, we register your connection data. If you are logged in with your MyProximus account, we can recognize you and adapt the content of our website to your profile. Your comments in evaluation tools on our websites can be shown anonymously on other websites, although you have to use a pseudonym when you leave a comment. We can also disclose data to third parties that we hire to track and analyze browsing behavior on our websites.
You can visit our websites (proximus.be, www.proximus.be/pickx/fr, proximus.com, skynet.be and m.skynet.be) without having to enter any personal data. Sometimes, certain parts or functions of our websites are only accessible after you enter the login and password of your account or subscription.
We register data about your connection to our websites and the software and devices you use to connect. This information can include your IP address, the time, the browser, the type and brand of device you use, and the pages you visit.
These data are used to generate anonymous statistics and improve the overall quality of our websites and service, thanks to the analysis of the browsing behavior of visitors on our websites.
If you log in to our websites using your MyProximus account, we can recognize you as a Proximus customer. We can then personalize some of our website content, partly on the basis of other data we have collected about you as a Proximus customer. For example, we can display information about products or services you do not yet use and which we think might interest you, rather than show you information about products and services you already know.
Evaluation of products and services
Partner technology may be used on our websites to allow you to evaluate our products and services. The personal data collected in this way are used to manage this evaluation service. Your comments may be displayed on other websites besides those of Proximus, without any mention of your personal data. In any event, you have to use a pseudonym when you leave a comment.
Analysis of the use of Proximus' websites
On our websites, we can use the services of third parties to track, analyze and report on browsing behavior (third party analytics). To this end, such third parties can collect anonymous data about your use of our websites, including your behavior on our websites. Such data enable us to track down any errors in our websites and determine how we can improve your user experience.
In only one case, your personal data may be collected using a partner's analysis tool. These personal data are solely used to see how users navigate on our websites and, based on this, to improve the user experience on the websites.
Collection of personal data via the Proximus websites
When you order a product or service on our website but don't complete your order (e.g. due to a technical problem), the personal data you entered before sending the order form can be used to temporarily save your digital shopping basket. We can send you an e-mail with a hyperlink to your shopping basket to make it easier for you to complete your order, if you wish to do so. If you don't reply to this e-mail within a reasonable time frame, your personal data and your shopping basket will be removed.
Personal data in the MyProximus app
To function as it should, the MyProximus app needs to access personal data stored on your mobile device. Proximus uses the personal data on your device only where such data are necessary for the functionality of the app. In addition, Proximus collects data about your use of the MyProximus app in order to improve the app and adapt it to user needs. The personal data collected are kept for two years and are not shared with third parties for commercial purposes.
The MyProximus app only uses the following categories of personal data. The purpose for which the data are used is indicated for each category:
- your mobile number: to identify you as a user of the app and to prevent other people from obtaining access to your customer information in the MyProximus app;
- your contacts: to allow you to easily perform a Pay&Go top-up for one of your contacts;
- your phone number: to allow you to call our customer service via the app;
- your Wi-Fi connection: only to check whether your Wi-Fi connection is activated – it is not possible to identity your device via a Wi-Fi connection;
- your data connection: this is required for the functionality of the app;
- your device identification: to send you push notifications related to the app, your bill, your products/services, your loyalty program, or Proximus solutions and promotions that might interest you (in the "notifications" section, you can indicate which sort of messages you want to receive);
- your location data: only to make it easy to find the nearest Proximus point-of-sale on the basis of your GPS data;
For the functionality of the MyProximus app and the analysis of its use, a small amount of data may have to be stored on your device. This concerns so-called functional and analytics cookies. These are small files which are stored on your device and are needed for the functionality of the app. You can't refuse them.
Personal data in the context of repairs and technical assistance
For the repair of infrastructure or devices, Proximus can collect personal data that can be useful or necessary for the repair.
If you do not delete the data stored on your device before bringing it in for repair, the competent repair service can access the data on your device during the repair. These data may have to be deleted during the repair and your device may have to be reset to the factory settings to enable the repair. If your device cannot be reset, the data will be destroyed.
If, when reporting a fault to Proximus, you have the possibility to use the "Visual Assistance" service, the photos and/or videos you send from your infrastructure, equipment, and cables will only be used to clear the fault remotely. The photos and videos are not stored; they are immediately deleted when the session ends.
Proximus processes internal identifiers to help provide assistance in case of technical issues. It is in Proximus’ and the data subject’s interest that Proximus develops and efficient way to provide technical support. This internal identifier allows Proximus to log your actions and quickly identify the action related to the technical issue in order to provide a rapid and efficient assistance. Proximus will only access your actions if technical assistance is needed.
Play & Gold app
The Play & Gold app collects various data that it needs to ensure the proper functioning of the app and game and to send you a gift when you win with the Play & Gold game.
The following personal data are processed when you use the Play & Gold app:
- Your mobile number: used as your login to identify you as a participant and to send you the access codes you need to play the Play & Gold game with each top-up. If you no longer wish to receive access codes, you can text "STOP" to 8930.
- Your last name and first name: to identify you when you win and to personalize our communications to you.
- Your e-mail address: to inform you when you've won a gift, to send it to you electronically, and to remind you about unused access codes. The reminder e-mails can be turned on and off on the Play & Gold platform or via a link in the e-mails themselves.
- Your postal address: to deliver your gift.
- The activation date of your prepaid card: to reward you as a customer after certain time periods.
- Your date of birth: to send you a gift on your birthday and to identify minors for the invitation to prize-giving ceremonies so that a parent can come along or give their consent.
- Your Play & Gold history: used for complaints handling, statistical analyses, and to obtain customer preferences which can be added to a customer's profile to personalize the communication with the customer about Proximus products and services.
These personal data are kept for up to three months after you have ceased to be a Proximus customer.
If you have indicated in the Play&Gold app that you consent to geolocation data being collected for more personalized offers and gifts and/or for the personalization of advertising for various products and services shown on Pickx or on the Internet on websites that are part of, or collaborate with, the Proximus online advertising network, Proximus will collect, through your mobile phone's operating system, your GPS location data and your phone's advertising identifier (IDFA for Apple devices and AAID for Android devices).
The frequency of such data collection is adjusted depending on whether you and your device are on the move or not. When your device is on the move, location data is collected very frequently; when your device is not moving, the frequency is lower. Only if you have agreed to this will your location data also be collected when the Play&Gold app is not active.
If you have agreed to this, the location data collected will be used to supplement your Proximus customer profile with information about your shopping behavior, the means of transport you use, your interests (sports, culture, etc.), your family composition as far as it is possible to deduce this from your location data, and the location where you are likely to work.
If you have agreed to this, your location data will also be used to personalize a number of advertisements on Pickx or on websites that are part of, or collaborate with, the Proximus online advertising network. This means that certain advertisements may be replaced by advertisements for third-party products and services personalized on the basis of your profile.
Your location data or the information likely to be derived from it will only be used by Proximus itself and will not be shared with third parties, unless they work on behalf of Proximus. Parties working on behalf of Proximus are bound by strict contractual obligations regarding the processing of your data and they may only process these data on behalf of Proximus. The advertisers do not have access to your data, they only receive anonymous statistical information.
You may withdraw your consent at any time via the settings screen of the Play&Gold app.
As soon as the location data are used to update your profile, they are destroyed.
If you withdraw your consent or remove the Play&Gold app from your mobile phone, no more data will be collected. The data included in your profile will continue to exist for up to 3 years after you are no longer a Proximus customer, unless you have informed Proximus at the end of your contract that you no longer wish to receive commercial messages from Proximus.
Proximus requires that the user creates a MyProximus account prior to accessing this service. The data collected during the creation of the account is necessary in order to give access to the service. The "Family life" profile includes following mandatory pieces of information: the surname, first name and email address. The user has the possibility of completing his profile by adding other optional data (photos, videos, telephone number, gender, birthday, etc.).
The data that the user provides via the various shared tools of Family life will only be used the context of this provided service. Only members of the circle can see the information and content that the User shares. In addition to the shared information the User also has the possibility of creating private events in the "Calendar" tool and private tasks in the "TO DO list" tool. These private events will only be visible to the user and, if he/she wishes, by a limited number of members of the circle that he/she explicitly selects.
The User also has the possibility of sharing his location data to other member of the circle in real time or in specific locations. User can limit the sharing of his position either in time, or to specific places and/or to certain members of the circle. To use features such as these, User must enable location services by turning on the “Location” function in the application before it can use his location data. Location data is processed for the sole purpose of providing the User with the requested location services, i.e. to allow other members of the circle to locate him. Location data is not shared with third parties. Location data is kept as long as the “Locate” function is enabled in the application. User can disable location services at any time by turning off the “Locate” function in the application.
The username linked to a User is associated to every post he / she creates. A user (administrator or otherwise) can delete any post (message, photo, event, task, contact, ...) that he/she has posted. In the event that the posts are not explicitly removed prior a user leaving a circle or terminating the service, the username linked to the user will be removed from all posts they may have created. The user retains the possibility of deleting posts prior to leaving a circle or terminating the service.
Unless otherwise specified, user data is managed and processed as long as the user account remains active. In the event that the user decides to terminate this service, notably in the event of account termination, his "Family life" user profile will be removed from the date of deactivation. The removal of the "Family life" user profile is independent of his/her MyProximus account, which shall remain active, as it allows access to other services.
Use of data for an optimal Wi-Fi connection
To set up an optimal Wi-Fi connection and provide support in case of problems with your Wi-Fi network, Proximus collects information via your modem about the devices connected on your Wi-Fi network, about all the connections set up with your Wi-Fi network, and about possible disruptions due to the presence of other Wi-Fi networks nearby. You must inform the users of your Wi-Fi network about this data collection.
Enjoy! is a Proximus loyalty program which allows you to benefit from advantages via contests and/or specific deals. It will also include some surprises. In order to inform you about the existence of a contest/deal which is relevant to you, or to properly select the appropriate surprise, Proximus will a.o. use your Proximus existing customer profile (as defined above) and the information about your activity on Enjoy!.
Personal data collected via Enjoy! (for example, the list of contests & deals in which you have participated, the surprises selected) are stored as part of the Enjoy! program. Proximus will use your contact information to inform you about contests, deals & surprises. Proximus might use your date of birth to surprise you with a gift.
Your contact information can be transferred to the partners of Enjoy! to deliver the rewards, for example, to register your name on a guest list for VIP access to a festival.
We may also share your personal data with third parties who work on our behalf. This is the case for the company Hilarious we entrust with certain processing tasks and which assists us in the execution of these tasks and activities (such as developing, hosting and maintaining the contest platform and sending you newsletters to promote loyalty assets in function of your interest). Hilarious is located in the EU. Its access is limited to the data it needs to perform the tasks we have entrusted to it.
Based on your activity on Enjoy!, Proximus will identify your specific interests. Those preferences will be added to your Proximus existing customer profile. It will be used to inform you of the existence of contests & deals that may be of interest to you (by email, SMS and notification) and to offer you personalized surprises. This profile might also be used to personalize other marketing campaigns related to Proximus products and services. Your profile is not shared with third parties.
Via MyProximus, you can object at any time against the personal data collection in the context of Enjoy! and also receiving email from Enjoy!. When doing so, you will still have free access to Enjoy! and can still benefit from the Enjoy! contests & deals.
Use of anonymous data for reporting services
Data on the location of mobile phones in our network are grouped anonymously. On the basis of such grouped data, we can generate reports that show how many people are or were in a specific place. These reports are generated at the request of, for example, tourist services, cities and municipalities. We ensure that the reports do not disclose any individual information.
Location data are increasingly used (by tourist services, mobility managers in towns and municipalities, etc.) to generate reports on, for example, the number of people present in a particular place at a particular time.
Each activity of a mobile phone on Proximus' mobile telecom network generates network location data. These location data make it possible to determine which antenna tower your mobile phone is connected to on the Proximus mobile network. Unlike GPS data, however, network location data are not precise because an antenna tower can serve a large region. From the data, you can't tell, for example, whether a particular person has gone to a particular restaurant, shop or bakery.
Proximus can use location data to generate location reports. In doing so, we of course take the necessary measures to respect your privacy.
Only anonymous data are used to create such reports. Moreover, the anonymous data are grouped in such a way that the recipients of these reports are unable to link the information to individual customers. Where certain reports relate to smaller groups, additional measures are taken to prevent any re-identification. Anonymous location data can relate to the current location (near real time) or can go back up to three months. Location reports can be supplemented with a limited amount of statistical data, e.g. which country, region, or municipality the people live in, how long they stayed in the location, how often they visit the location, where they came from and where they are going from that location, and other external statistical data (e.g. aggregated data from censuses which are available to the public). Here, too, only anonymous data are included in the reports. Proximus does not sell any individual location data. The anonymously created location data remain within the company. Proximus only sells reports that give information on how many people are present at a specific time and in a specific place (at least at the postal-code or event level), in order to provide data on visitors, events and movement analysis.
Proximus does not sell individual location data. The anonymously created location data remain within the company. Proximus only sells reports that give information on how many people are present in a specific place at a specific time (at least to the postal-code or event level), in order to provide visitor-, event- and movement-analysis data.
Other customer data can also be anonymized and consolidated into larger groups for internal and external reporting. For example, your viewing behavior can be converted into anonymous reports on the popularity of TV channels and programs.
In any event, Proximus ensures that, in reports based on our data, it is impossible to identify any person.
Proximus' MyThings portal
Proximus operates a public Internet-of-Things network on which devices and sensors can send data to the Proximus MyThings platform. For privacy reasons, this service is not suitable for locating people.
When you log in to Proximus' MyThings portal, the following data are collected to identify and authenticate you: your login data, your e-mail address, your first and last name, and the name of the company on whose behalf you are logging in.
Your e-mail address is used to keep you informed about the latest news and changes to the service, unless you object to this via IoT@proximus.com. For security reasons, all your operations on the MyThings portal are recorded and kept for one month. Your account data are kept for as long as your account is active. If your account has been inactive for two years, it is destroyed.
To exercise your privacy rights, please send an e-mail to IoT@Proximus.com.
The only cookies used on this portal are those which are necessary for the functionality of the portal. Without these cookies, the MyThings portal can’t function properly.
Proximus Home Optimizer app
Proximus processes data which are necessary for the functionality of the app and for providing you with a better Wi-Fi experience.
The following data are processed:
Data necessary for the functionality of the app:
- identification data of the Wi-Fi circuits and the Wi-Fi devices detected by the app, such as MAC addresses of modems, routers and Wi-Fi extenders;
- the results of measurements taken with the app in each room, e.g. the strength of the Wi-Fi signal, the channel used for Wi-Fi, and the result of the speed test.
To detect Wi-Fi networks, your access to location data must be activated. The app doesn’t use your GPS coordinates.
Data necessary for monitoring the proper functioning of the App and the improvement of its quality:
- anonymous data on the way the app is used by the public;
- the type of smartphone on which the app is installed and its operating system.
If you are not logged in to your MyProximus account when you use the app, the measurements shown in the app and any other data (except for anonymous user data) will not be saved.
If you are logged in to your MyProximus account when you use the App, the following data will be sent to a Proximus database: the measurements taken, the Proximus Wi-Fi circuits, and the MAC addresses of Proximus Wi-Fi devices.
These data will be processed by Proximus in order to remotely (or on-site, if necessary) adapt the Wi-Fi settings in the Proximus modem to improve your Wi-Fi experience, to obtain an overview of the quality of the Proximus Wi-Fi network over a longer period, and to optimize the Proximus Wi-Fi network.
These data can also be used to inform you about Proximus products, services and promotions that might interest you, unless you object to this via the privacy preferences in MyProximus.
The data are kept for one year. The data processing is necessary to deliver the service of the app.
Proximus advertising via e-mail and social media
We can display/send advertisement on our products and services via e-mail and your social media accounts. If you no longer want this, you need to adapt your account settings.
Proximus can send you e-mails to keep you informed about existing and new products, services and promotions, unless you objected to this. In the "How can I exercise my privacy rights" section, you can find out what you can do to stop receiving such e-mails. There is also an opt-out possibility in each commercial e-mail we send. We use tools to measure and track the impact of these e-mails (e.g. was the e-mail opened or not, was a hyperlink clicked?). This way, we make our e-mail campaigns more effective and can better align our offer with your personal interests.
If you have a Facebook, Instagram, Twitter, LinkedIn or Google account, Proximus can display advertisement via these accounts on products, services and promotions that might interest you. To this end, Proximus determines a specific target audience by using a number of parameters such as age, gender, interests, ... and asks the provider of a social media channel to show a specific advertisement to this target audience eg. please show a Proximus advertisement to men between 20 and 25 years with an interest in football. It is important to note that Proximus does not share personal data with the provider of the social media channel. If you don't want such advertisement, you need to change your settings for advertising in the relevant account or via www.youronlinechoices.com.
Proximus’ customer call centres
Upon contacting Proximus’ customer call service at the Proximus 0800 number, your inbound call can be recorded and converted into text to assist you as quickly as possible. This way of working is in Proximus’ legitimate interest and will allow Proximus to provide you with a much better customer experience and satisfaction and rout you directly towards the correct agent or self-service for an answer to your request. In the present case, not only Proximus, but also you will save time and costs.
In addition, your call can also be recorded to improve this type of call service for the same reasons. This recording will however only happen in case of complaints about our call service to understand -for example- why you have not been correctly redirected to the correct agent and to fix the related bug or problem. How will this work in practice? Upon calling Proximus, you will first receive a welcome message in which you are offered the possibility not to be recorded and have your speech converted to text. It is thus your own choice whether you want this or not. If you do not want this, you are requested to press *. In this case, you are directly routed to our standard customer call service.
If you however do not press *, you will be asked, prior to your request, whether you call for the mobile or phone number that you are calling from. This question will need to be answered by a simple YES or NO. If your answer is NO and you are calling for another number, you will be requested to introduce the complete number you are calling for and finish with a hash. If you do not know this number, you will be asked to press the star.
Afterwards, you will be asked how we can help you and then you can briefly state what you are calling for. This message can be recorded and will be converted into text so that the system is able to capture the intent of your request to route you to the correct agent or self-service. The self-services are the same as the ones active in our standard customer call service (with numeric keypad choices). From these self-services, you will need to select the option applicable to your request.
If -for some reasons- your request or question cannot be recognized by the system, Proximus will ask you to reformulate your question. If however in this case the system is still not able to recognize your request or question, you will be reverted to our standard customer call centre.
Only the calls which are recorded for troubleshooting and debugging purposes are kept for a certain period at the premises of Proximus. These recordings will however never be stored for a period longer than 14 days which is in general the time to fix the related bug or problem. All other (customer) data related to your call are stored as long as is needed or legally required for dealing with your request (in compliance with Proximus’ data retention policy).
Direct Carrier Billing
Proximus offers its customers the possibility to pay for products/services offered by other entities through “direct carrier billing”. When you want to buy a digital service for instance, the provider of the service will offer you different means of payment. One of them is called “Direct carrier Billing”.
It means the amount of the product/service will be mentioned in a statement attached to your Mobile Telecom operator’s invoice. If you wish to resort to this mean of payment, Proximus and the provider will share personal data about you. The provider will mainly transfer Proximus information about the service purchased. If required, Proximus will use and transfer your phone number to allow your identification by the provider and confirm whether the transaction can go through or not (i.e. if you refused the use of M-pay services, or decided on a limited maximum amount lower than the price of the service, the transaction will not go through). For these categories of information, Proximus is acting as a data controller and transferring your data based on its legitimate interest to offer DCB payment services to its partner and provide a safer mean of payment for its customers online. When the transaction is confirmed, the service will be mentioned in a statement attached to your telecom invoice and the amount will be collected by Proximus and transferred to the provider. In this situation, the service provider is controller of the data related to the purchase of the product/service and Proximus is its processor.
Camera surveillance in Proximus' buildings
Proximus uses surveillance cameras to monitor its buildings (both its own buildings and rented buildings) and the access to its buildings, to ensure the security of visitors and employees and the protection of goods. The images collected are used in compliance with legislation on surveillance cameras to prevent, detect or track down crimes.
The images are deleted after one month unless they can be used to prove a crime, damage or nuisance, or to identify perpetrators, disturbers of public order, witnesses or victims.
Does Proximus collect personal data from people who are not yet customers?
Proximus can collect your data if you are not yet a Proximus customer through various channels. These data can be used to inform you about Proximus products, services and promotions. You have the right to object to such use of your data.
Proximus can collect your data if you are not yet a Proximus customer. It can do this through various channels, such as:
- when you participate in a Proximus competition;
- promotional offers at music festivals and other events;
- door-to-door campaigns;
- visits to the Proximus shops;
- use of the Proximus websites;
- purchase or rental of data from specialized companies;
- when you use a free Proximus Wi-Fi hotspot.
Proximus mainly collects the following data:
- your first and last name;
- your e-mail address;
- your mobile number;
- your postal code;
- other data, such as data about the competition or event in which you took part.
Proximus uses these data to inform you about its products, services and promotions. If you no longer wish to be kept informed, you can read what to do in the section "What are my privacy rights and how can I exercise them?".
What are my privacy rights and how can I exercise them?
You have the right to inspect, correct and remove your personal data. You can also object to the use or processing thereof. You can withdraw your consent and change your choice. Finally, you can register on the Do Not Call Me list. If you are a Proximus customer, in most cases you can indicate your privacy preferences via MyProximus (web and app) or via our customer service. If you are not a customer, you can always call our customer service.
What are my rights?
You can view your personal data
You have the right to request access to your personal data. We will then provide you with an overview of the personal data we process on you. We will also give you additional information on, for example, why these personal data are processed, the origin of the data, the types of third parties with whom we share your personal data, etc.
You can correct your personal data
If you notice that certain data that Proximus has about you are no longer correct, you can adapt them. For this, contact our customer service.
Some personal data, such as contact details, are available in the MyProximus environment and you can adapt them there.
You can have your personal data deleted
In certain cases (e.g. if you suspect that Proximus has unlawfully processed your personal data), you can ask for your personal data to be deleted.
Proximus is unable to delete certain personal data (e.g. billing data) because it is required by law to keep that data.
You can object to the use of certain personal data
You can always object (without a motivation) to the use of your personal data for marketing purposes via MyProximus Web (Account settings – My Account – Alerts and Privacy) and/or MyProximus App (Account Settings – Privacy – My Account – Alerts and Privacy). You can also separately indicate whether we can contact you by phone (mobile or landline), text message, e-mail, post, or pop-up via the web.
You can also follow the instructions in the e-mails and texts you receive from Proximus to stop receiving such commercial messages in the future.
If you have a specific reason (motivated request), you can object to Proximus using your personal data for purposes other than those required for the performance of an agreement or for complying with a legal obligation (e.g. fraud prevention). In case of a justified request, Proximus will stop using your personal data unless we have compelling grounds to continue using it.
You can withdraw a consent previously given
Whenever you give us explicit consent to process personal data for specific purposes (e.g. personalized TV advertisements), you can withdraw the consent previously given at any time. You can do this via MyProximus Web (Account settings – My Account – Alerts and Privacy) and/or MyProximus App (Account Settings – Privacy – My Account – Alerts and Privacy).
You can change your choice any time
Bear in mind that the change of choice will not be visible immediately in all environments (MyProximus web and app, Pickx). It takes some time for the change to be processed in our systems and databases.
You can sometimes object to the automatic processing of your personal data
If Proximus processes your personal data in a totally automatic way (without human intervention), you can object to this.
You can ask to transfer your personal data
You can transfer personal data that you provided to Proximus (e.g. contact details) to yourself or a third party.
You can register on the Do Not Call Me list
If you no longer wish to receive any commercial calls from any company or organization on your landline or mobile, you can register to have your name put on the "Do Not Call Me" list. You can do this on the website www.dncm.be, by calling the number 078-77 00 12, or by sending a letter to Do Not Call Me vzw, Z1 Research park 120 – 1731 Zellik.
All companies and organizations that make offers by telephone or mobile phone are required by law to comply with this list. They have to remove your telephone number and name from their call files, and are no longer allowed to call you about their products or services or promotional offers. Each company and organization is responsible for respecting the "Do Not Call Me" list. Proximus has no powers to supervise or control this within companies other than Proximus.
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 Brussels, call the toll-free number 0800 120 33, or contact the hotline: meldpunt.belgie.be, section "Vervelende telefoontjes" (unsolicited phone calls).
You can register on the Robinson list
If you no longer wish to receive commercial letters from companies that are members of the Belgian Direct Marketing Association, you can register on the Robinson list via www.robinson.be or the following address: BDMA – Dienst Robinson, Z1 Research park 120 – 1731 Zellik.
How can you exercise these rights?
To ensure that the request is made by the right person, we ask you to provide certain information to confirm your identity and to avoid anyone else exercising your rights. If this information is not sufficient to confirm your identity, we may ask for additional information to allow us to individually identify you or ask you to send us a copy of the front side of your identity card (you may redact all information on your identity card that is not relevant to confirm your identity).
We have 30 days to respond to your request. This term starts running as soon as we have all the information we need to meet your request.
The term of 30 days may be extended to 60 days maximum, depending on the number and complexity of the requests. We will keep you informed of any delay in our response within the initial term.
We strive to adapt our systems and databases as quickly as possible. But, in practice, it may take some time to adapt your choice. Below, you can read how you can inform us of your privacy preferences.
Are you a Proximus customer?
On our website www.proximus.be, go to MyProximus and sign in with your password. Once you are signed in on MyProximus, go to the "My account" section and then to "Alerts and Privacy", where you can set/modify your privacy preferences and cancel any consent granted.
If you don't have access to MyProximus, follow the instructions provided there to create a MyProximus account.
If you don't have Internet access, you can inform customer services of your preference at 0800 55 800.
Not a Proximus customer?
Individuals can inform us about their privacy preference via the toll-free number 0800 55 800.
The self-employed and SMEs can inform us about their privacy preference via the toll-free number 0800 55 500.
Medium-sized and larger companies as well as public institutions can call the toll-free number 0800 55 200.
Below you will find a useful overview of the different rights and the respective contact points.
Right to inspect
Right to correct
Correct certain data yourself via MyProximus (web)/account settings/my account/Alerts and Privacy. If that doesn't work, call the Proximus customer service on 0800 55 800 or by using this webform.
Objection to written contact
Adapt this preference yourself via MyProximus (web)/account settings/my account/Alerts and Privacy. If that doesn't work, call the Proximus customer service on 0800 55 800.
Objection to telephone contact
Adapt this preference yourself via MyProximus (web)/account settings/my account/Alerts and Privacy. If that doesn't work, call the Proximus customer service on 0800 55 800.
Objection to text/e-mail contact
Adapt this preference yourself via MyProximus (web)/account settings/my account/Alerts and Privacy or via MyProximus (app)/account settings/privacy/my account/alerts and privacy. If that doesn't work, call the Proximus customer service on 0800 55 800.
Objection to marketing
Contact the Proximus Data Protection Office by e-mail:firstname.lastname@example.org, via this webform or by post: Boulevard du Roi Albert II 27, 1030 Brussels.
Objection to personalized TV advertising
Call the Proximus customer service on 0800 33 750 or change this preference yourself via MyProximus Web (Account settings – My Account – Alerts and Privacy) and/or MyProximus App (Account Settings – Privacy – My Account – Alerts and Privacy).
Objection to personalized recommendations related to the Pickx services
Change this preference yourself via the options menu on your TV screen or via MyProximus Web (Account settings – My Account – Alerts and Privacy) and/or MyProximus App (Account Settings – Privacy – My Account – Alerts and Privacy).
Objection to the use of mobile network location data for anonymous reporting
Submit a request via MyProximus Web (Account settings – My Account – Alerts and Privacy – Network mobile data) and/or MyProximus App (Account Settings – Privacy – My Account – Alerts and Privacy – Network mobile data).
Removal of data from the telephone directory
By e-mail: email@example.com or by post: Service Annuaire, Boulevard Roi Albert II 27, B-1000 Brussels (soon also available via the MyProximus website and app).
Removal of data from the 1207/1307 database
By e-mail: firstname.lastname@example.org or by post: Service Annuaire, Boulevard Roi Albert II 27, B-1000 Brussels (soon also available via the MyProximus website and app).
If you are not satisfied with our answer, please let us know at the Proximus Data Protection Office, either by e-mail: email@example.com, via this webform, or by post: Boulevard du Roi Albert II 27, 1030 Brussels.
You can submit a complaint to the Data Protection Authority
If you are not satisfied with the answer you receive from Proximus, or you do not agree with our opinion, you can contact the Data Protection Authority and submit a complaint. More information: see www.dataprotectionauthority.be/contact-us.
Specific information on privacy for professional customers and their end users
When a professional customer uses Proximus services and products, the specific provisions of this chapter apply.
Proximus as data controller
Proximus acts as a data controller for the identification and contact details of the customer's contact persons, which are collected by Proximus, and for data generated by the use that the customer and its end users make of Proximus' electronic communication services (e.g. metadata on communication traffic). Proximus also acts as a data controller for the data that customers provide when they create cases in a Proximus system (e.g. for a service disruption) and for the communication on such cases.
These data are used for: delivering the requested products and services; setting up the connection with the electronic communication networks of other operators; billing; ensuring the correct use of roaming services abroad; dispute management; detecting fraud and infringements against Proximus, its employees, its customers or its suppliers; improving the quality of products and services; developing new products and services; internal reporting purposes; drawing up anonymous, aggregated reports for internal and external use; the planning and organization of the telecom infrastructure; market research and to invite the customer or its end users to test products and services; and customer profiling, in order to make the information about our products, services and offers more relevant to the customer or its end users.
In addition, a certain quantity of personal data are processed because Proximus has a legitimate interest in promoting its products and services in order to increase its market share. Certain personal data are also processed because Proximus has a legal obligation to do so, e.g. at the request of the competent authorities.
Proximus transfers to professional customers the obligation to pass on the following important information to their end users:
- information about the processing of the personal data of end users by Proximus, which acts as a data controller for the purposes mentioned in the paragraph above;
- information about the way in which users can exercise their rights with regard to their personal data, as described further in this chapter;
- information about the retention period of the personal data collected by Proximus: personal data are stored for a maximum of 10 years after the contract with the customer ends, while personal data relating to communication traffic are stored for 12 months.
Participants in Proximus events can be filmed or photographed. The photos and/or videos can be published on interfaces available to the public, such as websites, Facebook pages or apps. Proximus can use the photos and videos to report on the events as part of its communication campaigns or promotional presentations. You have the right to have any photos or videos in which you appear removed. For this, send an e-mail to firstname.lastname@example.org.
The use of customer experiences in Proximus campaigns.
If a Proximus customer has consented to the publication of their testimonial, quote, or idea on the use of Proximus services in a marketing or other communication campaign or during a co-creation event, Proximus may process that customer's relevant personal data for this purpose. Proximus stores such personal data for five years. Customers can withdraw their consent regarding the processing of their data for this purpose at any time via https://www.enterprises.proximus.be/preference_centre_nl.
Proximus as data processor
Proximus acts as a data processor whenever it processes personal data at the customer's request.
This is the case for personal data that:
- the customer stores in Proximus' data centers or cloud (e.g. Hosting, vContainer, Push-to-Talk, Call Connect, Hosted Skype for Business, Cloud Managed Dedicated Hosting, and other Cloud services);
- the customer enters in a tool made available by Proximus (e.g. Invoice Insights, Mobile Device Management, and Proximus Fleet Management);
- the customer has entrusted to Proximus for configuring the service.
Other data processors or "sub-processors"
When Proximus acts as a data processor for the personal data of the customer or its end users, it can be assisted by sub-processors. Proximus remains liable to the customer for the protection of the personal data of the customer's end users. The Proximus subcontractor list covers the subcontractors for the products and services provided to our professional customers for which Proximus acts as a data processor. Proximus will keep the list up-to-date.
The list of subcontractors can be consulted here.
Rights of end users of professional customers regarding their personal data
End users of professional customers have the right to inspect, correct and delete their personal data.
If end users receive a bill from Proximus, they can exercise this right by contacting the Data Protection Officer of Proximus and by sending a request (dated and signed) to the Proximus Data Protection Officer (27 bd du Roi Albert II, 1030 Brussels) or to email@example.com.
End users who do not receive a bill from Proximus must contact the professional customer to exercise this right.
Professional customers and their contact persons can inform Proximus about their preference as regards the reception of commercial information from Proximus via: https://www.enterprises.proximus.be/preference_centre_nl
End users have the right to lodge a complaint with the Data Protection Authority. More information: see www.dataprotectionauthority.be/contact-us.
Proximus Affinity Program
If you are a member of the "Proximus Affinity Program" and therefore benefit, thanks to your employer or community, from advantageous rates on your telecom products, Proximus will check at regular intervals with your employer or with the company through which you can benefit from it, whether you are still in the required conditions to take advantage of it.
Subsidiaries of the Proximus Group (e.g. SpearIT)
We can share your personal data (e.g. contact details), as well as data on the products and services you use or are interested in, with our subsidiaries to keep you informed about all the solutions of the Proximus Group, unless you object to this. In case of non-payment, we can inform our subsidiaries about your payment habits to protect the interests of the Proximus Group.
Contact details of the Data Protection Officer
Last update: 01/07/2022