Legal and contractual information

General conditions

Products and services

B. Products and services for large companies (as of 10 employees)

The General Terms and Conditions for professional customers:

  • these general conditions are complemented by the Contractual Service Descriptions (CSD) (including the Specific Terms and Conditions). To consult the Contractual Service Descriptions, please contact your Proximus Account Manager or visit the MyProximus.
  • for fixed voice, mobile and internet communication services and PABX, these general conditions are also complemented by the terms and conditions mentioned further up on this page when the CSD refers to it.

Proximus is adapting its contractual conditions for mobile services to comply with the new European roaming regulations that will come into force on July 1, 2022.

Thanks to the new European roaming regulation, roaming customers within the European Union will continue to enjoy their national tariffs for the next ten years without any additional costs compared to Belgium for calls, texts and MMS. This is called 'Roam Like At Home'.

As a reminder, the following tariff conditions apply to roaming:

  • The national rate applies to calls, texts, MMS and data within the European Union (+ Iceland, Lichtenstein, Norway and other countries included by Proximus such as the United Kingdom, the full list is available on proximus.be/roaming).
  • A roaming charge is always applied for roaming users to calls and texts to Value Added Services numbers even when these services are advertised as free for local users.
  • A reasonable usage policy may apply to the relevant tariff plan in the event of a certain volume of data having been exceeded. The applicable volumes and tariffs are specified in the description of the relevant tariff plan.
  • The tariffs applicable outside the European Union and/or when connecting to non-terrestrial networks are specified in the price list or in the description of the relevant tariff plan (the national tariff does not apply).

On accordance with the new regulation, these principles have been reclarified in the general and/or special conditions for the mobile service. 

The latter now also specify any local factors that may influence the quality of mobile roaming abroad and how to lodge a complaint if the quality of service abroad within the EU does not live up to the contractual conditions.

Finally, changes have also been made continuously better to protect customers and avoid high roaming bills:

  • Currently, mobile Internet use abroad is limited to EUR 60 (incl. VAT) outside the bundle unless the customer decides to remove this protection to continue surfing without limit.
  • Pursuant to the new regulations, customers will still be able to continue surfing beyond the 60 EUR (incl. VAT) of Internet usage abroad, but their mobile Internet connection will be interrupted again if the usage reaches 121 EUR (incl. VAT) outside the bundle, unless they have decided to remove this second limit too and to continue surfing without limit at their own responsibility. Customers can change their mind at any time.

All these changes will come into force on July 1, 2022, at the same time as the new EU roaming regulation.

Proximus is adapting its contractual conditions to the new legal framework governing electronic communications services

The changes are designed to provide better protection for customers and will be applicable to ongoing contracts as of January 10, 2022 (entry into force of the « law of December 21, 2021 transposing the European Electronic Communications Code and amending various provisions on electronic communications »), except:

  • the reimbursement of the remaining credit of a prepaid or FullControl card in the event of a change of operator;
  • the extension of the right to keep the email address beyond the current 18-month period in the event that the customer terminates his internet contract if such a service was included.

These two changes will be applicable as soon as the royal decrees determining the practical and financial terms of their implementation come into force.

The changes include:

A. Concerning the conditions applicable to products and services for consumers, self-employed persons and small businesses (up to 9 employees):

  • Extending the deadline for submitting number portability requests. Customers will be able to request the transfer of their number to another operator by applying to the latter up to one month after the date of termination by the customer of the contract linked to this number. Furthermore, if the number porting procedure fails within the time limits set by law, Proximus will reactivate the customer's contract linked to the number and will continue to provide services under the same conditions until the porting procedure is successfully completed.
  • Standardizing the cancellation period in the event of price increases or changes to contractual conditions that are unfavorable to the customer. Proximus will notify the customer before the changes come into force, and a customer who does not accept the changes to the contract may terminate the contract free of charge, at the latest 3 months after the notification (except when these changes are exclusively for the benefit of the customer, are of a purely administrative nature and have no negative impact on the customer, are directly imposed by or pursuant to legislation, or concern a price increase linked to the consumer price index).
  • The General Terms and Conditions now include information about devices and tariff plans adapted for customers with disabilities.
  • The Price List now sets out the maximum tariffs for premium numbers & text messages as well as the mobile tariffs outside the bundle, in order to provide customers with this information on a durable medium that they can keep.
  • It is also specified in the General Terms and Conditions that Proximus does not provide a minimum quality of service, unless otherwise stated. Proximus naturally undertakes to implement all the resources necessary to ensure the proper functioning of the Service and to provide it in accordance with the contract and as soon as possible.
  • The new possibility for the consumer/customer to request reimbursement of the credit on a prepaid or FullControl card in the event of a change of operator. When the consumer/customer changes operator and transfers their number, they can then apply for a refund of the remaining credit actually purchased (excluding "bonus" credit or credit received free of charge as part of a promotion). If the customer transfers their number to Proximus, they must contact their former operator to make the request. If the customer transfers their Proximus number to another operator, they can submit their request to Proximus within one month of the day on which their number is actually transferred to the new operator. After this period, the customer loses the right to a refund.

    Proximus will refuse the refund request in case of fraud or abuse. For example, a customer having not used at least 50% of the credit actually purchased during the last 6 months at the time of the request will be considered as fraud or abuse.

    The refund request is made via the Proximus website. The customer's number must be ported and active at the time of the request in order to receive a personal security code.

    Refund requests may only be made by consumers for porting requests made after the entry into force of the applicable law.

    Proximus will apply an administrative fee for the refund operation which will be determined by the future Royal Decree and specified in the Price List. These costs will be deducted from the remaining credit. If the remaining credit does not cover these costs, the refund will not be made.

    This change will be applicable from the entry into force of the Royal Decree determining the practical and financial arrangements for its implementation.

  • The extension of the right to keep the email address beyond the current 18-month period in case the customer terminates their internet contract if such a service was included. This change will be applicable from the entry into force of the Royal Decree determining the practical and financial arrangements for its implementation.
  • Contracts for electronic communications services concluded with business customers and providing for an initial term with tacit renewal will be automatically extended for an indefinite term at the end of their initial term. During this extension, they may be terminated in writing at any time by giving one month's notice. This applies only to the following electronic communications services within the meaning of the law: Internet access services, number-based interpersonal communications services and transmission services other than machine-to-machine services.

B. Concerning the conditions applicable to products and services for large companies (as of 10 employees):

The changes listed above for business customers with up to 9 employees are also applicable from the entry into force of the Act to contracts for electronic communications services with other business customers (with 10 or more employees) subject to the following:

  • A customer of machine-to-machine services with more than 50 employees shall not have the right to terminate their contract in the event of price increases or contractual changes which would be unfavorable to them.

Services that do not meet the legal definition of "electronic communications services" as defined by law are not covered by these amendments.

Proximus websites and MyProximus

Automated interactions with our customer service

When you contact Proximus customer service, via call or chat, you will first meet an artificial intelligence (AI) that will offer to assist you. Proximus aims to improve its interactions with its customers through different means, aiming to reduce as much as possible the waiting time when you try to reach our services. Given the large number of services offered by Proximus, and the broad range of support provided to our customers, one of the most efficient ways to better improve our interactions is through artificial intelligence.

The way this AI works is the following:

Step 1: You contact Proximus through the communication mean of your choice
Step 2: You are put in contact with an AI, that identifies itself as being an AI, and that offers to assist you.
Step 3: The AI will attempt to identify the reason for call/message to assist you in the most efficient way.

Note that:

If the AI can correctly identify the reason for your call/message, and it is able to assist you without the intervention of an agent, then it will offer you the information it believes you need or the solution you might have requested.

If the AI can correctly identify the reason for your call/message, and it is not able to assist you without the intervention of an agent, then it will put you directly in contact with the right agent that will attempt to assist you with your request.

If the AI is not able to correctly identify the reason for your call/message, then it will put you directly in contact with an agent that will attempt to assist you with your request.

In any case:

You are always offered the possibility to be put in contact with an agent if you wish to.

Although the aim of the AI is a triage of the requests received by our customer service, to put you in contact with the right agent, some small decisions might be taken automatically (cancellation of an invoice for instance). However, such actions could require additional identification from you in order to prevent usurpation of your identity before taking any actions that could impact you.

The interaction with our AI is stored in our systems for documentation purposes for a maximum of 3 months after the closure of the conversation, to allow us to access the history of past conversations for more efficient management of requests when you have recurrent issues.

Do you have questions about your personal data? Please click here

Pricelist and tariffs

Current tariffs

A. Personal

National calls (landline)

International calls (landline)

International calls from Belgium (mobile phone)

Roaming rates (mobile phone)

B. Business

National calls (landline)

Unlimited Calls National(PDF, 83Kb)

International calls (landline)

Unlimited Calls National/International (VAT excl.)(PDF, 206Kb)

International calls from Belgium (mobile phone)

Roaming rates (mobile phone)

Calls and SMS from abroad with your mobile with subscription(PDF, 354Kb)

C. Large companies

Standard rate (landline)(PDF, 205Kb)

Unlimited Calls (landline)

Call Credit (landline)

Infinity (landline)

Roaming rates (mobile phone)

International calls and SMS from abroad with your GSM for corporate customers(PDF, 330Kb)

Privacy policy

Privacy is important to you – and to us, too. That's why we respect your privacy.

The Proximus privacy policy aims to provide transparent information to data subjects regarding the processing of their personal data, as required by the General Data Protection Regulation.

With this privacy policy, Proximus wants to offer you more information about the personal data we collect about you, what happens with your personal data if you use our services and apps and/or visit our different websites, for what purposes your personal data are used, and with whom your personal data are shared. You can also find out how you can control our use of your personal data.

We therefore recommend you read this privacy policy carefully. You will soon discover that it contains interesting and very useful information. To make the policy more readable, we have divided the different topics into chapters, which are easy to consult using the selection menu.

Privacy policy

After-sales customer service

Questions about your online order or a product? Feel free to contact our customer service! Our team will answer your questions over the phone from Monday to Saturday from 8 a.m. to 10 p.m. on 0800 55 800 (for consumers) (toll-free) or 0800 55 500 (for small enterprises) (toll-free).

A complaint? Contact your local Proximus service or call 02 202 41 11.

You can also contact the Telecom Mediation Service by e-mail: klachten@ombudsmantelecom.be/ plaintes@mediateurtelecom.be or by post: Boulevard du Roi Albert II 8 boîte 3 à 1000 Bruxelles / Koning Albert II-laan 8 bus 3 te 1000 Brussel, tel. 02 223 09 09/ 02 223 06 06. Or you can contact the Online Dispute Resolution Platform.

Name changes

In an effort of simplification of our offer, the naming of certain of our products will change as from the 1st October, without any change of content, price or conditions.

Find here the complete list of the products in scope of this renaming(PDF, 66.5Kb)

Some PDF files may be inaccessible to some people. In this case, we invite you to contact us.