Legal and contractual information

Specific conditions linked to Home

29. The Functionality provides the User with a dashboard to gain insights in their energy usage, check the impact of their home in terms of carbon consumption, get an overview of their connection status and do a fiber eligibility check. The users can also manage their connected devices and use parental control. The User will also receive personalized maintenance reminders for his house. 

30. The Functionality includes recall information regarding products installed or used at the User’s home that have been registered within the Functionality. Proximus does not guarantee the accuracy of such recall information and it is provided as a convenience only and declines all liability in the event of claims, penalties, loss, damage or expenses incurred in connection with the use of such Service. 

31. The Functionality includes information on building, repairing, maintaining or renovating. All information on or through the Functionality is for informational purposes only and should not be construed as professional advice. The User should seek independent professional advice from a person who is licensed and/or qualified in the applicable area. Proximus declines all liability in the event of claims, penalties, loss, damage or expenses incurred in connection with the use of such information made available through the Service. 

32. The Functionality allows Users to connect their water, gas and electricity meters to get an overview of their energy consumption. This service is provided and managed exclusively by EnergieID. Proximus is not party to the Contract and only provides access to the Functionality in its Proximus+ application. By using the Functionality in the Proximus+ application, the User become a customer of EnergieID and is bound by the general terms and conditions of EnergieID. Customer service is provided exclusively by EnergieID. 

33. The Functionality constantly monitors the energy market and compares the different gas and electricity prices in order to offer the User the energy contract that best suits his gas and/or electricity consumption needs. This energy service is provided and managed exclusively by Gaele. Proximus is not party to the Contract and only provides access to the Functionality in its Proximus+ application. By using the Functionality in the Proximus+ application, the User become a customer of Gaele and is bound by the general terms and conditions of Gaele. Customer service is provided exclusively by Gaele 

34. The Functionality allows users to access and manage their service vouchers, which can be used to pay for various household services such as cleaning and ironing. Users can view their voucher balance and history and simulate orders for additional vouchers. They can also accept or contest work orders from service providers. The service is provided and managed exclusively by Pluxee. Proximus is not party to the Contract aond provides access to the Functionality in its Proximus+ application. By using the Functionality in the Proximus+ application, the User becomes a customer of Pluxee and is bound by the general terms and conditions of Pluxee. Customer service is provided exclusively by Pluxee.

Specific conditions linked to Mobility

35. The Functionality provides the User with a way to pay for parking: 

1. off-street parking in more than 50 car parks in Belgiumvia number plate recognition and; 
2. on-street parking in more than 150 towns and cities in Belgium and the Netherlands via the app. 

36. The parking service is provided by Be-Mobile through the integration of their mobile app 4411. Terms & Conditions of 4411 apply. 

37. The Functionality also allows Users to organise their daily trips, such as planning trips by public transport, car, bicycle or on foot, getting real-time updates on the best travel option or setting up and managing favourite destinations and frequent habits (‘Habit planner’). Information may not always be accurate. Proximus use third parties, such as Stoomlink (BMC) to provide data on which the Functionality’s transport information and recommendations are based. Proximus and the data providers try to make sure that the data is correct and up to date, but Proximus cannot guarantee that it will always be. Journey times are only estimates, as actual timings depend on many factors outside Proximus’ control. Accordingly, the User accept that Proximus do not accept any liability for any error or omission in the information available or the recommendations made through the Functionality and exclude all liability (direct or indirect damage including loss of income, profit, opportunity or time) as a result of relying on any information available through the Functionality. The User acknowledges that the Functionality and its content are provided "as is", without any warranty of any kind. 

38. The Functionality includes navigation service which provides real-time information about traffic conditions and other relevant road information to help users navigate more efficiently. Proximus emphasises that any use of the Functionality will be at the User's own responsibility. More specifically, Proximus would like to remind the User of the following in this context: 

1. that the Functionality is not intended to be used in order to bypass or evade compliance with traffic or other legislation and regulations; 
2. that the phone or other peripheral device on which the User uses the Functionality should not be operated by the driver while driving; 
3. that the use of the Service may not be allowed in some countries/jurisdictions. 

39. Proximus will actively attempt to make sure that the information offered by means of the Services is correct, and that the relevant service provision is carried out correctly. However, Proximus cannot guarantee that all information offered and/or services provided are free of errors, suitable for a certain purpose or suitable for regular use. The information provided by the Functionality is not intended in any case to replace the information presented on the road such as traffic lights, traffic signs, etc. In the event that the information presented on the road instructs differently than the Functionality, the User must not rely on the Functionality. Without prejudice of the above articles related to the modification of the Service, Proximus reserves the right to modify, even immediately, the Functionality if it is required to do so subject to a legal request by a public authority or to comply with changes in the laws and regulations. Proximus shall in such events as soon as reasonably possible inform the User on any such modifications.

Specific conditions linked to Neighbourhood 

40. The Functionality connects Users with events, places and the people in their direct surroundings. Location of the places are provided by Google and the accuracy of this information cannot be guaranteed. The information about events may contain technical inaccuracies or errors. This information is periodically updated. However, Proximus declines all responsibility for the appropriateness, reliability and accuracy of the addresses and places. They are only provided "as is" without warranty of any kind.

41. The Functionality allows Users to connect to their neighbours to get to know new people in their neighbourhood, help each other out or meet up at events. The community service is provided and managed exclusively by Hoplr. Proximus is not party to the Contract and only provides access to the Functionality in its Proximus+ application. By using the Functionality in the Proximus+ application, the User become a customer of Hoplr and is bound by the general terms and conditions of Hoplr. Customer service is provided exclusively by Hoplr. 

Specific conditions linked to Wellbeing 

42. The functionality offers content and self-assessment tools. Users have access to articles and blogs on various health topics, providing advice and useful information to better understand and manage their health. Additionally, the Functionality provides self-assessment tools that allow users to perform health tests at home, such as screening tests for medical conditions. The service is provided by Doktr and the content is exclusively managed by Doktr. Proximus only provides access to the Functionality in its Proximus+ application.  

Specific conditions linked to Weather 

43. The Functionality provides the User with an hourly and daily weather and rain forecast at his home or current location. The information about weather is only indicative. This information is periodically updated. Weather forecasts are displayed according to the User's location if consent has been given. Otherwise, the weather forecast will be provided by default based on the home address.

Access conditions

To use 5G+, the following conditions must be met:

1. A 5G+ compatible plan

Only certain mobile plans provide access to 5G+. The list of applicable plans is available below.

2. A 5G+ compatible device

You must have a 5G+ compatible smartphone certified for use on the Proximus network.

At launch, compatibility is limited to the following devices:

• Google Pixel 9
• Google Pixel 10

The list of compatible devices will be gradually extended.

3. An appropriate eSIM

Using 5G+ requires a specific eSIM including 5G+ profiles.
Current eSIMs do not allow access to 5G+ and must be replaced.
More information here.

Service availability

Actual access also depends on:

• 5G+ network coverage,
• the user’s location,
• and the technical conditions of the network.

Compatible plans

Residential:

• Mobile Unlimited
• Mobile Flex+ Unlimited
• Mobile Flex Unlimited
• Unlimited Premium

Self-employed and small businesses (up to 9 employees):

• Business Mobile International
• Business Mobile International Limited Edition
• Business Mobile Flex Intense
• Business Mobile Flex+ Intense
• Business Mobile Flex Premium
• Business Mobile Flex+ Premium

The “estimated maximum speed” is the maximum speed that users can expect to achieve at different locations in the coverage area under realistic conditions. This maximum value results from measurements on the whole national territory and might vary depending on the selected compatible tariff plan, the device performance and your location during the use of the service. 5G being under deployment, the speed estimation is based on limited data.

The “optimal maximum speed” is the maximum speed that can be reached under optimal conditions and might vary depending on the selected compatible tariff plan, the device performance and your location during the use of the service.

If despite a normal use, the service quality of the Internet service presents a continuous or recurrent discrepancy in comparison with the estimated maximum speed, the consumer can lodge a complaint with the customer service.

1.4. Proximus undertakes to use all means at its disposal to ensure that its Customers have access to the Service. However, Proximus makes no warranties, whether express or implied, as to the Service's capacity to meet Customers’ expectations or needs, or as to the error-free or uninterrupted operation of the Service. The Service is only available in terrestrial areas and under no conditions shall Proximus provide any aerial coverage.

4.1 In order to ensure optimal conditions of use and to preserve the proper functioning of the network, the Customer agrees to use the Service in a normal and personal way. The following practices shall not be considered as normal or personal use (non-exhaustive list):

[…]

• In the event of use of the Service for a connection without human intervention, for drones, for robots, for unmanned vehicles, or for a connection between machines;

3.1. Upon subscribing to the Service, the Client receives a SIM card with a PIN code and a PUK code (personal unlocking key). The SIM card can also be digital, directly integrated into the mobile device ("eSIM"). For eSIMs, the PIN code is disabled by default. The Client is free to activate the PIN code in the settings of their mobile device. This code is generic by default. The Client is free to modify it. The SIM card remains the property of Proximus, which can modify the programming of the SIM card at any time.

12.3 Proximus cannot be held responsible for damages resulting from the activation/deactivation by the Client of certain services/options, such as the deactivation of the PIN code. Proximus disclaims all responsibility for any damage resulting from the Client's choice to deactivate the PIN code or not to activate or personalize a PIN code for eSIMs. In case of loss, theft, misuse, or improper use of the SIM card, Proximus will not be held liable. Proximus will not refund credit used by others and will not bear the consequences of the use of services linked to the card.

The following clause will be added in a new Article 13.6:

“13.6 To the maximum extent permitted by applicable law, the extra-contractual liability of Proximus and the board-members and employees of Proximus for damages of any kind whatsoever is excluded. Proximus’ and Proximus’ board-members and employees’ extra-contractual liability for damages of any type is excluded.”

And former article 13.6 is replaced by the following clause:

“13.6 No limitation of liability shall apply in the event of personal injury or death attributable to Proximus or in any other case not authorized by law.”

“13.7 Nothing in these General Terms and Conditions shall operate to:

• exclude liability for wilful or gross misconduct;
• limit or exclude liability for physical injury or death or for any other liability that cannot be excluded or limited by law.”

Any complaint regarding potentially illegal content or abuse of Service should be addressed to the Proximus central contact point. Complaints can be submitted either by e-mail to abuse@proximus.com, or via the complaint form available on the Proximus website : proximus.com/illegal-contentOpens a new window .

Responses to complaints will be communicated by e-mail within a reasonable period of time.

When the Product or Service is an “intermediary service” in the sense of the Digital Services Act of 19 October 2022, and as part of the internal complaint handling procedure, Proximus reserves the right to take all appropriate actions to remedy the situation, including but not limited to the actions set out in article 5.6 of the General Terms and Conditions, formal notice to cease any abuse and referral of the matter to appropriate entities for further action.

Any complaint regarding potentially illegal content or abuse of Service should be addressed to the Proximus central contact point. Complaints can be submitted either by e-mail to abuse@proximus.com, or via the complaint form available on the Proximus website : proximus.com/illegal-contentOpens a new window .

As part of the internal complaints handling procedure, Proximus reserve the right to take appropriate action to remedy the situation. This may include, but is not limited to, formal notice to cease any abuse, temporary or permanent blocking of the service, or referral of the matter to appropriate entities for further action.

Responses to complaints will be communicated by e-mail within a reasonable period of time.

Who is eligible for legal compensation?

• Customers with a subscription to an internet or fixed telephony product for consumers, in the event of service interruption in the area where their installation address is located.
• Customers with a mobile subscription for consumers, in the event of an interruption in the area where their billing address is located.
• Consumer prepaid card users, in the event of an interruption in the area where their residence is located.

What type of outage is eligible for automatic compensation?

The interruption of fixed or mobile service must meet the following criteria:

• It must last more than 8 hours.
• It must be complete, meaning no signal can pass through (even partially).
• It must be due to an uninterrupted failure of the public electronic communications network that extends up to and including the network input socket in the home (and not to a problem with the modem, terminal equipment, internal cabling in the home, etc.);
• It must have a collective element, impacting several customers (for mobile service and for fixed services when the cause is not due to a hardware failure in the network).
• It must not be caused by or be the fault of the customer (e.g. suspension due to an unpaid bill, a change made by the customer, postponement of a repair appointment, etc.), nor be due to force majeure, a lack of network coverage, etc. (non-exhaustive list).

Is legal compensation automatically granted if the eligibility requirements are met?

Due to the difficulty of determining with certainty which customers have been affected by an outage and the need to verify the eligibility requirements, compensation may or may not be granted automatically, depending on the case:

• Fixed service interruptions caused by a hardware failure in the fixed network will be compensated automatically (e.g. cable break due to Proximus or one of its subcontractors) without the customer having to report the outage.
• Fixed service interruptions not caused by a hardware failure in the fixed network will be compensated automatically if the customer has reported the outage (e.g. software update problem), and provided that several customers are affected by the same outage.
• Mobile service interruptions (subscriptions) will be compensated automatically if the customer has reported the outage, and provided that several customers are affected by the same outage.
• Mobile service interruptions (prepaid cards) will be compensated only at the express request of the customer, who must provide their home address, and provided that several customers are affected by the same outage.

Customers will be able to notify outages and submit legal requests for compensation no later than 30 days following the day on which the breakdown ends using the means that Proximus will make available for this purpose.

How much is the compensation and in what form is it granted?

• 1 euro for the 16-hour period following the first 8 hours of interruption. For each subsequent 24-hour period, the compensation for the previous day is increased by 1 euro, plus 0.5 euro for each additional day of interruption; or
• in the case of a subscription, 1/30th of the monthly subscription fee, if this amount exceeds the value of the compensation mentioned in the first point.

The compensation will consist of a credit note or discount, at Proximus' discretion, or a top-up of the user's prepaid card. Proximus may also propose compensation in kind, which the customer may accept at their discretion.

When is no legal compensation due?

No legal compensation is due (non-exhaustive list):

• in the event of acceptance by the customer of a technical solution, even if this solution is temporary;
• if an appointment was rescheduled at the customer's request or through the customer's fault, for the period between the originally scheduled appointment and the new appointment;
• if the service interruption is not due to an incident (e.g. lack of network coverage);
• in the case of force majeure.

The current compensation scheme in Article 5.4 of the General Terms and Conditions for consumers and small businesses will be replaced by this new legal compensation scheme.

The account manager is the customer who has subscribed to several subscriptions and granted their use to users, such as family members. The account manager can view invoices and manage all his products, whereas the user can only see his own mobile phone, consumption and options, and cannot view invoices.

The account manager will be informed by email and/of SMS each time a transaction is carried out.

The account manager will receive an SMS when this measure becomes active, in October. The SMS will contain a direct link to the page allowing customers to manage user rights on MyProximus or the Proximus+ application. The account manager will be able to deactivate this functionality and restrict usage rights at any time in the Proximus+ application or on the MyProximus website.

This new measure is designed to simplify the ordering process, avoiding the need to seek prior approval from the account manager each time. It is limited to:

• Consumer customers (excluding professional customers and their users).
• Users aged 18 or over.

A new article 15 is added to the Specific Terms and Conditions for the mobile phone Service.

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!