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Legal and contractual information

General conditions

Products and services

As of March 1, 2018, Proximus aligns the general terms & conditions to the new data protection regulation (GDPR).

Fixed telephony

Customers who subscribe to fixed telephony as of 12 June 2017, have a VoIP line and hence the VoIP general conditions (version as of 12/06/2017) are of application, unless if the customer does not have a subscription to the Proximus internet services or DTV services, or except for companies who explicitly order another fix telephony service.

Customers who subscribed to fixed telephony before the 12th of June 2017, have a PSTN line and hence the PSTN general conditions are of application, unless if the customer explicitly opted for a VoIP subscription (in which case the general conditions before 12/06/2017 apply).

Additional services

Fixed internet & data
Proximus TV

Additional services

Mobile telephony and mobile internet

Mobile subscriptions, FullControl and Epic

  • Contracts taken out after 31/08/2010 (.pdf) 
  • ​​Contracts taken out before 31/08/2010 (.pdf)  for the following tariff plans:
  • Smile 5 Freetime, Smile 5 Together, Smile Exclusive 110, Bizz Flex+ 15, Bizz Flex+ 25, Bizz Flex+ 50, Bizz Mobile No Limite, Bizz Fusion Start, Bizz Fusion Team, Bizz Fusion Classic, Voice Fusion Company, Bizz Smart 25, Bizz Smart 35, Bizz Smart 65, Bizz Smart 95, Mobile Internet Start, Mobile Internet Comfort, Mobile Internet Comfort 15h, Mobile Internet Favorite, Mobile Internet Favorite for iPad, Mobile Internet Pro, Mobile Internet Value Pack, Mobile Intranet Anytime Light, Mobile Intranet Anytime, Mobile Intranet No Limit, Mobile Intranet Roaming, Mobile Intranet Value Pack, Mobile Group, Mobile Company Plan, Machine-to-Machine, Mobile Start 5, Mobile Comfort 10, Mobile Comfort 20, Mobile Comfort 30, Mobile Favorite 50, Mobile Intense 80, Generation MTV 10, Generation MTV 20 and Generation MTV 30.

Top-up cards

Please note: the credit of your Pay&Go card is limited to a maximum of €250. Beyond that limit, you will lose every additional top-up.

Changes of Pay&Go general conditions as of 29/05/2017

Extract of General Terms and Conditions

ARTICLE 4 : IDENTIFICATIE

4.1. al2.Furthermore, customers must identify themselves using one of the identification methods chosen by Proximus and mentioned in Article 1, whenever Proximus so requests. Such requests may be made to the customer via sms, mail, letter or Call. If the customer does not identify himself/herself within the timeframe stipulated in the request, Proximus shall be entitled to block the Pay&Go SIM card. SIM cards blocked by June 7 on the basis of the Royal Decree of 27 November 2016 banning anonymous prepaid SIM cards, will be barred ultimately on September 7 (3 months after the ultimate blocking date), whereby all possible remaining credits on the card will be definitively lost.”,

4.5. In case of deactivation of the SIM card Pay&Go in accordance with article 4.4., the customer does not lose the credit that is not used up, provided that the validity period has not yet passed. After the validity period the customer loses the credit.”

PABX (exchanges)
Terms and conditions for professional customers

As of May 25, 2018, Proximus aligns the tailor-made contracts with professional customers to the new data protection regulation (GDPR).

The General Terms and Conditions for professional customers:

  • these general conditions are complemented by the Contractual Service Descriptions (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.
  • definitions of the terms used in the Agreement: Glossary (.pdf)

Proximus websites and MyProximus

Loyalty Programs

Pricelist and tariffs

Current tariffs

EU roaming changes as of 12/06 – subscriptions

Great news: as of 12/06, you will no longer pay any extra charges when roaming within the European Union*! This means that you will be on the same rate plan as in Belgium.

Here is a brief overview of what will actually change for you:

  • For calls made before 12/06, you paid €0.06** VAT incl./minute. As of 12/06, these minutes will simply be deducted from your subscription. If you do not have any or any more minutes in your bundle, the Belgian price outside bundle will apply, without any extra charge.
  • For calls received before 12/06, you paid €0.01 VAT incl./minute. As of 12/06, these calls will be completely free, as in .
  • SMS: before 12/06, you paid €0.02 VAT incl./SMS sent. As of 12/06, these SMSes will simply be deducted from your subscription. If you do not have any or any more SMSes in your bundle, the Belgian price outside bundle will apply, without any extra charge.
  • Surf: before 12/06, you paid €0.06  VAT incl./MB. As of 12/06, these MBs will simply be deducted from your subscription. If you do not have any or any more MBs in your bundle, the Belgian price outside beyond bundle will apply, without any extra charge.
  • MMS: before 12/06, you paid €0.06 VAT incl./MMS received or sent. As of 12/06, the price will increase to €0.50 incl. VAT/MMS.

Please also note that:

  • Any bonuses and options, such as favourite app, free calls between colleagues or family members, Extra 500 MB, etc. will also apply within the EU.
  • Since all rate plans can be used within the EU as of 12/06, the intra-EU roaming option included in certain rate plans until 12/06 will become obsolete and will therefore disappear. The names of these plans may change as of 12/06. The list of affected rate plans is given below, including the new name between brackets where applicable. Smart+ 65 (10GB), Affinity Smart+ 65, Affinity Smart+65, Affi Smart+Phone55, Smart+ 90 (11 GB), Smart+Phone 90, Bizz Smart XL100, BizzSmart+Phone100, BSmart XL60 10GB, BizzSmart+Phone 60, Bizz Smart XL 75, BizzSmart+Phone 75, BizzSmartXLAll-in, BSmartXLAll-in+GSM, BizzSmartXLEurope, BizzSmart+PhoneEur, BizzSmartXLIntense, BSmartXLIntenseGSM, Bizz Mobile XL, BizzMobile+PhoneXL, BizzMobile+Phone66, Bizz Mobile 66, BizzMobile+Phone76, Bizz Mobile 76, Smart Enterprise Intense +, Smart Enterprise Maxi, Bizz Mobile Border.

You don't remember exactly what your rate plan includes?

Need more info?

* Åland Islands (Finland), Austria, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, French Guyana, Germany, Gibraltar, Greece, Guadeloupe (French Antilles), Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Martinique (French Antilles), Netherlands, Poland, Portugal, Réunion, Romania, San Marino (French Antilles), Saint-Barthélemy (French Antilles), Saint Martin (French Antilles), Slovakia, Slovenia, Spain, Sweden, and the United Kingdom + Iceland, Liechtenstein, and Norway.

** €0.11 incl. VAT for the following rate plans: Exprimo, Mobile Comfort, Mobile Start 5, Mobile Favorite, ProxiFun, Proxitime, Smile, Business Easy, Bizz Fusion, Business Package, ProxiPro, SME_Package, Fuse, Fuse Extended, Mobile Company, Mobile Corporate, Mobile Enterprise, Mobile Group, Smart Enterprise Basic, Smart Enterprise Start, Volume Based Pricing and certain Corporate rate plans under a specific contract.

EU roaming changes as of 12/06 - roaming options

Great news: as of 12/06, you will no longer pay any extra charges when roaming within the European Union*! This means that you will be on the same rate plan as in Belgium.

As a result, the following options will become obsolete and will disappear: Bordering Countries, Bordering Countries 2, Promo Travel EU, Promo Travel EU Intense, Promo Travel Surf EU.

Other options combining EU coverage with coverage in other areas will be adapted.   You will still be able to benefit from your roaming option for the areas included in the option, but only outside the EU since, within the EU, you will benefit from your national rate plan.   The names of these options may change as of 12/06. The list of affected options is given below, including the new name between brackets where applicable:

  • Travel Passport EU&Top (Travel Passport Top)
  • Travel Passport EU&Top (Travel Passport Top)
  • Travel Passport EU&Top Intense (Travel Passport Top Intense)
  • Travel Passport World
  • Travel Surf EU&Top (Travel Surf Top)
  • Travel Surf EU&Top Intense (Travel Surf Top Intense)
  • Travel Surf World
  • Travel Surf World Intense
  • Travel World for Business
  • SharedData roaming (all variations)
  • Blackberry World 50MB
  • Blackberry EU&Top 250MB – regular (Blackberry Top 250MB - regular)
  • Daily Travel Surf
  • Daily Travel Surf Comfort
  • Daily Travel Passport
  • Option Bizz Travel (Bizz Data & International Calls)
  • Option Data & Travel (Data & International Calls)

Moreover, with the exception of Daily Travel Passport, and the SharedData roaming options, the price per extra MB of these options will increase from €0.06 to €0.12 incl. VAT, only in the Top destinations**. This is also the case for the Travel Passport Outside EU&Top option.

* Åland Islands (Finland), Austria, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, French Guyana, Germany, Gibraltar, Greece, Guadeloupe (French Antilles), Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Martinique (French Antilles), Netherlands, Poland, Portugal, Réunion, Romania, San Marino (French Antilles), Saint-Barthélemy (French Antilles), Saint Martin (French Antilles), Slovakia, Slovenia, Spain, Sweden, and the United Kingdom + Iceland, Liechtenstein, and Norway.

** Albania, Andorra, Australia, Bosnia and Herzegovina, Brazil, Canada, Cape Verde, China, Dominican Republic, Egypt, , Guernsey (Bailiwick of), Hong Kong, India, Indonesia, Isle of Man, Israel, Japan, Jersey Island, Macedonia, Malaysia, Mexico, Monaco (Monaco Télécom), Montenegro, Morocco, New Zealand, Russia, Serbia, Singapore, South Africa, Sri Lanka, Switzerland, Thailand, Turkey, Ukraine and United States.

EU roaming changes as of 12/06 - prepaid cards

Great news: as of 12/06, you will no longer pay any extra charges when roaming within the European Union*! This means that you will then remain on the same rate plan as in Belgium.

Here is a brief overview of what will actually change for you:

  • Calls made: before 12/06, you paid €0.06** or €0.23***/minute. As of 12/06, these minutes will simply be deducted from your top-up bonus, provided the validity has not expired. If you do not have any or any more minutes in your bonus or if the validity period has expired, the Belgian price outside bundle will apply, without any extra charge.
  • For calls received before 12/06, you paid €0.01/minute. As of 12/06, these calls will be completely free, as in Belgium.
  • SMS: before 12/06, you paid €0.02** or €0.07***/SMS sent. As of 12/06, these SMSes will simply be deducted from your top-up bonus, provided the validity has not expired. If you do not have any or any more SMSes in your bonus or if the validity period has expired, the Belgian price beyond bundle will apply, without extra charge.
  • Surf: before 12/06, you paid €0.06** or €0.24***/MB. As of 12/06, these MBs will simply be deducted from your top-up bonus, provided the validity has not expired. If you do not have any or any more MBs in your bonus or if the validity period has expired, the Belgian price outside bundle will apply, without any extra charge.
  • MMS: before 12/06, you paid €0.06** or €0.24***/MMS received or sent. As from 12/06, the price will increase to €0.50/MMS.

Please also note that:

  • Any bonuses and options you may have, e.g. your favourite app, will also valid within the EU.
  • Since all rate plans can be used within the EU as of 12/06, the roaming included Generation Connect until 12/06 will become obsolete and will therefore disappear.

You don't remember exactly what your rate plan includes?

Need more infos?

* Åland Islands (Finland), Austria, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, French Guyana, Germany, Gibraltar, Greece, Guadeloupe (French Antilles), Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Martinique (French Antilles), Netherlands, Poland, Portugal, Réunion, Romania, San Marino (French Antilles), Saint-Barthélemy (French Antilles), Saint Martin (French Antilles), Slovakia, Slovenia, Spain, Sweden, and the United Kingdom + Iceland, Liechtenstein, and Norway.

** Pay&Go Max customers

*** All prepaid customers except Pay&Go Max customers. Pay&Surf customers pay €0.06/MB and €0.07/SMS until 12/06.

EU roaming changes as of 12/06 - general conditions

Extract of General Terms and Conditions Mobile Communication Services

ARTICLE 2: RIGHTS AND OBLIGATIONS OF PROXIMUS

2.5 Protection of privacy
2.5.1. Proximus registers Customer-related data in its files such as identification data, data on the Customer's use of Proximus products and services, Customer traffic data (e.g. called numbers, data and time of calls and Internet communications, type of call), localization data, billing and payment data, and technical data. This data can be processed for the following purposes:

  • provision and billing of the services requested by the Customer;
  • interconnection with the electronic communication networks of other operators and their billing;
  • Customer administration;
  • dispute management;
  • providing information about or promoting Proximus products and services, whether by post, SMS or e mail;
  • establishment of user profiles for marketing purposes based on the Customer's use of the Proximus Group's products and services and of socio-demographic data;
  • activation of the 1307 Universal Directory Assistance Service and the Universal Telephone Directory (paper and electronic form);
  • combating fraud and infringements committed against Proximus, its employees, its Customers or its suppliers;
  • quality control of the services;
  • market surveys;
  • marketing of the telephone numbers and addresses published in the directories and/or the directory assistance services;
  • conducting information or promotional campaigns for products and services of third parties via bill inserts;- planning and organization of the telecommunications infrastructure;
  • control of the fair use of roaming services.

ARTICLE 3: RIGHTS AND OBLIGATIONS OF THE CUSTOMER

3.12. The Customer commits to make a fair use of the roaming services, within the meaning of the European regulation.
Should Proximus observe any abusive or anomalous use of the voice, data, SMS, MMS roaming services during a period of four subsequent months, Proximus reserves the right to alert the Customer by all appropriate means ( SMS, email, mailing, call etc.). In such a case, the Customer has two weeks to change his usage pattern and to demonstrate an actual domestic presence or consumption. Otherwise, Proximus shall have the right to apply to the Customer the surcharge in force pursuant to the European regulation as from the day after alert date until Customer’s usage no longer indicates a risk of abusive or anomalous use of the roaming services, on the basis of a four subsequent months observation period.
By “abusive or anomalous use of roaming services” is meant under the European regulation:

  • A presence and service consumption which prevail in the other Member States in comparison with the domestic presence and service consumption in Belgium or
  • A long inactivity of a given SIM card associated with use mostly, if not exclusively, while roaming or
  • A subscription and sequential use of multiple SIM cards by the same Customer while roaming.

Furthermore, in case of organised resale of SIM cards to persons who, within the meaning of the European regulation, neither formally reside in nor have stable links with Belgium, Proximus reserves the right to apply immediately any necessary measure for the respect of the agreement, including its suspension and/or termination, without prejudice to Proximus’ right to claim damages.

ARTICLE 4: PROVISIONS RELATING TO THE USE OF THE INTERNET ACCESS

4.15.. Proximus will, at its as the case may be, either reduce the mobile data surfing speed when the mobile data volume included in the rate plan has been used in Belgium or cut off the mobile data connection as soon as possible when the mobile data usage in Belgium exceeds the rate plan by EUR 60 (incl. VAT) or another available threshold communicated in advance by Proximus. When the Customer has reached the surfing limit or exceeds the rate plan by the said threshold, the Customer will be informed accordingly by SMS. The Customer can remove, under its own responsibility, the concerned limitation by contacting the Customer Service or via self-servicing, if allowed.
4.16. As regards the use of the Service outside of Belgium, Proximus will cut off the mobile data connection as soon as amount of the mobile data monthly bill exceeds EUR 60 (incl. VAT). For Customers with a rate plan, the connection will only be cut off if mobile data usage exceeds the rate plan by EUR 60 (incl. VAT). Customers who do not wish to have a limitation are requested to contact the Customer Service. Customers are informed by SMS before they have reached the surfing limit or when they have exceeded this limit.

EU roaming changes as of 12/06 - general conditions Pay&Go

Extract of General Terms and Conditions Pay&Go Service

ARTICLE 1: RIGHTS AND OBLIGATIONS OF PROXIMUS

1.6. Protection of privacy
1.6.1. Proximus registers Customer-related data in its files such as identification data, data on the Customer's use of Proximus products and services, Customer traffic data (e.g. called numbers, data and time of calls and Internet communications, type of call), localization data, billing and payment data, and technical data. This data can be processed for the following purposes:

  • provision and billing of the services requested by the Customer;
  • interconnection with the electronic communication networks of other operators and their billing;
  • Customer administration;
  • dispute management;
  • providing information about or promoting Proximus products and services, whether by post, SMS or e mail;
  • establishment of user profiles for marketing purposes based on the Customer's use of the Proximus Group's products and services and of socio-demographic data;
  • activation of the 1307 Universal Directory Assistance Service and the Universal Telephone Directory (paper and electronic form);
  • combating fraud and infringements committed against Proximus, its employees, its Customers or its suppliers;
  • quality control of the services;
  • market surveys;
  • marketing of the telephone numbers and addresses published in the directories and/or the directory assistance services;
  • conducting information or promotional campaigns for products and services of third parties via bill inserts;- planning and organization of the telecommunications infrastructure;
  • control of the fair use of roaming services.

ARTICLE 2 RIGHTS AND OBLIGATIONS OF THE CUSTOMER

2.12. The Customer commits to make a fair use of the roaming services, within the meaning of the European regulation.
Should Proximus observe any abusive or anomalous use of the voice, data, SMS, MMS roaming services during a period of four subsequent months, Proximus reserves the right to alert the Customer by all appropriate means ( SMS, email, mailing, call etc.). In such a case, the Customer has two weeks to change his usage pattern and to demonstrate an actual domestic presence or consumption. Otherwise, Proximus shall have the right to apply to the Customer the surcharge in force pursuant to the European regulation as from the day after the alert date until Customer’s usage no longer indicates a risk of abusive or anomalous use of the roaming services, on the basis of a four subsequent months observation period.
By “abusive or anomalous use of roaming services” is meant under the European regulation:

  • A presence and service consumption which prevail in the other Member States in comparison with the domestic presence and service consumption in Belgium or
  • A long inactivity of a given SIM card associated with use mostly, if not exclusively, while roaming or
  • A subscription and sequential use of multiple SIM cards by the same Customer while roaming.

Furthermore, in case of organised resale of SIM cards to persons who, within the meaning of the European regulation, neither formally reside in nor have stable links with Belgium, Proximus reserves the right to apply immediately any necessary measure for the respect of the agreement, including its suspension and/or termination, without prejudice to Proximus’ right to claim damages.

Line Rates
Specific expenses and indemnities
Call Rates

A. Phone Line – standard rate (Classic)

B. Private market tariff plans

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

C. Professional market tariff plans

  1. Programme Unlimited Calls
     
  2. Call Credit
     
  3. Fuse Program
     
Promotions
Previous tariff plans (no longer commercialized)

I-Office and I-Office No Limit

Rates for I-Office Classic :

  • Call rates
    • Price as of 1 January 2018: 10,54 eurocent/min
  • Connection cost:
    • Conncetion cost as of 1 January 2018: 10,54 eurocent/call
  • No subscription fee

Rates for I-Office No Limit:

  • Call rates
    • Price as of 1 January 2018: 10,54 eurocent/min
  • Connection cost:
    • Conncetion cost as of 1 January 2018: 10,54 eurocent/call
  • Subscription fee (including unlimited national fixed to fixed calls)
    • Fee as of 1 January 2018: € 3,50 /number/month
Value Pack program
 

Rate changes for certain products as from 1/1/2019

The rates of certain products will change on 1 January 2019.
These changes will mainly affect our Tuttimus and Familus packs, our sports TV bundles, and certain old packs and out-of-pack products. For mobile, they will only affect the old Pay&Go plans (prepaid cards).

Details of the rate changes
  1. Subscriptions
  2. Call rates from the landline

    Professional market tariff plans

  3. Mobile - old prepaid plans
    • Pay&Go Original
    • Pay&Go Night&Weekend
    • Pay&Go Anytime
    • Pay&Go Student
    • Pay&Go Evening Talk
    • Pay&Go Smart
    • Freetime
    • Pay&Go International
    • Pay&Go Together
    • Pay&Go Flex
    • Generation Connect
    • Pay&Go Easy
    • Pay&Go Max

    Price per minute for national calls as from 1/1/2019: 0,35€ (incl. VAT). For Pay&Go International, this price is also valid for international calls.

The fix products of our Tuttimus and Familus packs haven’t been increased since their launch in October 2016. These packs constitute one of the most complete offers on the market, including:

  • Abundant data for individual use and unlimited data for a favorite app of choice (constantly updated)
  • Extensive offer of TV bundles at a reduced price, such as Netflix, Belgian Football, Studio 100 Go Pass, and many more
  • Exclusive coverage of all the matches of the UEFA Champions League, Proximus League, and the channel Studio 100 TV
  • Direct access to Netflix from the decoder
  • Catch up on programs from the TV guide, included in all our packs
  • One free movie per month, chosen from an exclusive catalog
  • One extra decoder at the reduced price of €6 (incl. VAT)/month

Customers with the older solutions or packs are advised, of course, to switch to our Tuttimus/Familus packs.
Our Minimus pack will not increase and remains an alternative for customers without a fixed line.
Bizz Office and Bizz All-In, the packs for our self-employed and small-enterprise customers, will not increase.
Want more information about our packs? Visit our pages www.proximus.be/packs or www.proximus.be/allbizzpacks

Privacy policy

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

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.

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 products and services, you have to provide us with personal details such as your first and last name, address, login, e-mail address, telephone number, mobile number, date of birth, language, and a copy of your identity card. Sometimes we also need other data, such as specific preferences and requirements relating to the service concerned.

We can collect your personal data in different ways: in person at a Proximus point-of-sale, by telephone via the customer service, in writing via order forms or text messages, and digitally via e-forms, when you chat with our chatbot or via our website, via the MyProximus app, when you use social media to contact us, when you use the Itsme app to identify yourself.

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 includes, among others: the landline and mobile numbers called; the date, time, duration and location of a call or Internet connection; and the amount of data you use. We also collect data on your use of Proximus TV services (via the Proximus TV decoder as well as the Proximus TV app and website www.proximustv.be). 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.

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.

Where do we keep 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;
  • billing;
  • customer administration;
  • 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 Proximus TV and in the online advertising network of Proximus and third parties (such as Google);
  • 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.

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. 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 test and develop new products and services;
  • to draw up anonymous, aggregated reports for internal and external use;
  • 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)

We can share your personal 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.

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 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.

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.

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 gids@1207.be or annuaire@1307.be.

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.

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

Information we receive via Proximus TV/TV app/TV web

The personal data you provide and the personal data we collect via the decoder, app or website of Proximus TV are stored in our databases. We can process such data to improve our services, conduct market research, generate statistical reports, create user profiles, and offer personalized recommendations.

The Proximus TV decoder is equipped with software which registers and stores the operations performed with the decoder. The Proximus TV app and website contain similar functions.

All this data can be processed to:

  • allow the successful implementation of the contract;
  • correctly deliver the Proximus TV services;
  • provide you with personalized recommendations relating to Proximus TV 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 Proximus TV 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 Proximus TV adapted to your profile, or don't want to receive any personalized recommendations relating to the Proximus TV 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 Proximus TV services;
  • if such disclosure is necessary for delivering a Proximus TV service;
  • if you have consented to such disclosure.
Use of the Proximus TV app in another EU Member State

You can use the Proximus TV 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 Proximus TV 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 Proximus TV, 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 Proximus TV, i.e. via the TV decoder, the Proximus TV App or the website www.proximustv.be.

We do not share your individual data and customer profile with advertisers who run their advertisements on Proximus TV. These advertisers only receive anonymous, statistical information (number of people with a specific customer profile).
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.

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, proximustv.be, 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.

Connection data

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.

Hyperlinks

Our websites can contain hyperlinks to websites which are not managed by Proximus. Such hyperlinks are for information purposes only. We therefore advise you to carefully read the privacy policy of such websites.

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 complete an online form (e.g. when you order a product or service), your personal data are collected and processed in accordance with this privacy policy.

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 Epic app

To function as it should, the Epic 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 Epic 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 Epic 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 Epic 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);

For the functionality of the Epic 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 anonymous 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.

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.

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.

Data storage:

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.

What are cookies (and related technologies) and how are they used?

Cookies allow us to recognize you as a visitor to our websites, so we can provide you with personalized information.

You can consult our cookie policy via the hyperlink "Cookie policy" at the bottom of the homepage of our websites.

When you log in to MyProximus, we place a cookie in your browser. This way, we can recognize you as a visitor on our website and adapt the content of our welcome page on www.proximus.be to your personal situation, even if you don't log in to MyProximus on your next visit.

This allows us to display personalized messages on our website, e.g. the number of loyalty points you have or the status of your latest bill. We can also inform you about solutions and promotions we think might interest you.

If you don't want to receive any personalized messages when you visit our website www.proximus.be, follow these instructions:

  • Click "I am not… (your name)" on the page where you log in to MyProximus;
  • Then, click the Proximus logo at the top left, to arrive at the non-personalized version of the website.

For the relevant cookie policy: consult the website (not all websites have all sorts of cookies).

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 object (without a motivation) to the use of your personal data for marketing purposes. Via MyProximus (web)/my account/my notifications, you can 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 advertisement), you can withdraw the consent previously given at any time. You can do this via MyProximus (web)/my account/my privacy or via MyProximus (app)/account settings/edit privacy settings.

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, Proximus TV). 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 give proof of identity by sending us a copy of the front side of your identity card (to avoid anyone else exercising your rights). If necessary, we may ask for additional information to allow us to individually identify you.

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 "My privacy", where you can set/modify your privacy preferences and cancel any consent granted. In the same section, under "My notifications", you can also indicate through which communication channels we may or may not contact you.

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.

Rights

Contact

Right to inspect

Contact the Proximus Data Protection Office by e-mail: privacy@proximus.com, via this webform or by post: Boulevard du Roi Albert II 27, 1030 Brussels.

Right to correct

Correct certain data yourself via MyProximus (web)/my account/my customer profile. 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)/my account/my notifications. 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)/my account/my notifications. 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)/my account/my notifications or via MyProximus (app)/account settings/edit privacy settings. 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:privacy@proximus.com, 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 adapt this preference yourself via MyProximus (web)/my account/my privacy or via MyProximus (app)/account settings/edit privacy settings (soon also available via the menu on your TV screen).

Objection to non-personalized recommendations related to the Proximus TV services

Adapt this preference yourself via the menu on your TV screen or via MyProximus (web)/my account/my privacy or via MyProximus (app)/account settings/edit privacy settings.

Removal of data from the telephone directory

By e-mail: annuaire@1307.be or by post: Service Annuaire, rue Lebeau 2, B-1000 Brussels (soon also available via the MyProximus website and app).

Removal of data from the 1207/1307 database

By e-mail: annuaire@1307.be or by post: Service Annuaire, rue Lebeau 2, 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: privacy@proximus.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.privacycommission.be.

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).

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; internal reporting purposes; 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.
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 privacy@proximus.com. Each request must be accompanied by a copy of the identity card.

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.com/preference_centre_nl

End users have the right to lodge a complaint with the Data Protection Authority. More information: see www.privacycommission.be.

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.

Changes in the privacy policy

Changes can always be made to our privacy policy. Therefore, consult this site regularly.

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

Contact details of the Data Protection Officer

If you have further questions about our privacy policy, feel free to contact our Data Protection Officer.

If you have questions about our privacy policy, you can contact the Proximus Data Protection Officer.

How do you contact the Proximus Data Protection Officer?

E-mail: privacy@proximus.com

Address: bd du Roi Albert II 27, 1030 Brussels

Webform: link to webform

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: Bischoffsheimlaan/Boulevard Bischoffsheim 29-35 1000 Brussel/ Bruxelles, 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.

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