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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 and FullControl

  • Contracts taken out after 31/08/2010 (.pdf) (new GDPR)
  • ​​Contracts taken out before 31/08/2010 (.pdf) (new GDPR) 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
 

Privacy Policy

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

At the same time, Proximus commits to always keeping you informed about special offers and promotions that are likely to interest you. However, if you do not wish to receive any commercial messages from us, you can easily let us know at any time through various communication channels (MyProximus, 0800 55 800). We will make sure your choice is respected.

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

Collection and use of personal data

If you want to use our services, you may be asked for some personal data, such as your first and last name, address, login, e-mail address, telephone number, mobile number, date of birth, language, and a copy of your identity card. We may also ask for other data which we need to deliver the service, such as specific preferences and requirements related to the service concerned.
Personal data can be collected through various channels: e.g. orally in the Proximus points-of-sale, by telephone via the customer service, in writing through order forms or electronic forms on websites, via the MyProximus app or the Itsme app, or by SMS. We can collect your personal data when you place an order, take part in a test, survey or competition, call our customer service, identify yourself as a Pay&Go card user, subscribe to a newsletter, or ask us for information. Your bill and payment data are also stored.
In addition, we collect data on your use of our services and websites, on the types and brands of devices you use for this, and on the communication traffic that flows through our network. Communication traffic can include: called fixed-line and mobile numbers, and the date, time, duration and location of a call or Internet connection. We can also use socio-demographic data and consumer information that we purchase from specialized agencies such as Bisnode Belgium.

The personal data you enter via these different channels is stored in files held by Proximus SA under public law (Boulevard du Roi Albert II 27, 1030 Brussels). This data is used for delivering the required service or information to you, for establishing the connection with the electronic communication networks of other operators, for billing, for customer administration, for ensuring correct use of the roaming services abroad, for drawing up and distributing telephone guides and offering directory assistance, for marketing telephone numbers and addresses mentioned in the telephone guides, for dispute management, for combating fraud and infringements committed against Proximus, its employees, customers or suppliers, for improving the quality of the services, for internal reporting purposes, for the planning and organization of the telecommunications infrastructure, for market research and for inviting you to test products and services, for customer profiling, for making the information about our products, services and offers more relevant to you, and for aligning the advertising on Proximus TV more closely with your potential interests and needs. All the data we collect can be combined to create your profile and better adapt our offers to your personal needs. To avoid unpaid bills, we conduct a credit worthiness test based on your payment behavior with regard to Proximus and information we obtain from external databases. For example, 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.

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

The personal data is stored for up to 10 years after a person has ceased to be a Proximus customer. Shorter storage periods apply for certain types of data, such as data about your communication traffic, which is kept for no more than 12 months.

Proximus can use your mobile number and your location data of the mobile network to send you messages at the request of the competent authorities in order to warn you in case of a potential threat or major disaster.

Proximus can collect data about people who are not yet Proximus customers through various channels – such as competitions, promotional campaigns at festivals, and data purchased from specialized companies – in order to propose the most relevant offer of Proximus services to these people.

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

Secrecy of telecommunications

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

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

Protection of personal data

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

Disclosure of personal data to third parties

We may make some of our databases accessible to third parties working for us and assisting us with the performance of our tasks and marketing activities, e.g. our partners or call centers who sell Proximus services in our name and on our behalf. Such third parties only have access to this data on a need-to-know basis, to enable them to perform their task on our behalf.
In some cases, Proximus enlists the services of subcontractors located outside the European Economic Space. Proximus only works with subcontractors from countries that the European Commission deems can guarantee a suitable level of protection, or with subcontractors which are bound by the standard provisions approved by the European Commission.
Your personal data and the data on the Proximus products and services you use, can be shared with the subsidiaries of the Proximus Group to keep you informed about the products and services of the entire Proximus Group. In case of non-payment, we can inform our subsidiaries about your payment habits in order to protect the interests of the Proximus Group.

When you surf the Internet with your Proximus mobile subscription and purchase third-party services online, such as mobile applications, and pay for them using Proximus' M-Pay service (meaning that Proximus bills you for the amount that you must pay to the third party for its services and then passes on that amount to the third party), Proximus may communicate your mobile number, or another identification number that is created when you use the M-Pay service, to said third party to make the payment possible.

If you agreed to have your fixed-line and/or mobile number listed in the telephone guide and/or in the directory assistance file, we will pass this data on to Directory Information Services, a Proximus department which deals with the telephone guides and the 1405 directory assistance service. You can ask for changes to your listing by calling the toll-free number 0800 98 022 (NL) or 0800 98 033 (FR) or via an e-mail to gids@1207.be or annuaire@1307.be.

If you submit a complaint via the Office of the Ombudsman for Telecommunications, we may have to pass on your data to said Ombudsman for the handling of your complaint.

For the rest, we do not give the collected data to third parties, unless we explicitly state that this is required for a specific action, or unless we are required by law to provide said data, e.g. at the request of the competent legal authorities in the framework of a judicial inquiry.

Specific information on privacy for professional customers and their end users

By professional customers we mean large companies with 10 or more employees, and public authorities. Where a professional customer uses Proximus services and products, the specific provisions of this chapter will apply.

  • Proximus as data controller

    Proximus acts as a data controller for the identification and contact data of the customer's contact persons which is 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 relating to communication traffic.
    This data is used for delivering the requested services, for setting up the connection with the electronic communication networks of other operators, for billing, for ensuring the correct use of roaming services abroad, for dispute management, for detecting fraud and infringements against Proximus, its employees, customers or suppliers, for improving product and service quality, for internal reporting purposes, for the planning and organization of the telecom infrastructure, for market research and to invite the customer or its end users to test products and services, and for customer profiling in order to make the information about our products, services and offers more relevant to the customer or its users. In addition, certain personal data is processed because Proximus has a legitimate interest in promoting its products and services in order to increase its market share. Some personal data is also processed because Proximus has a legal obligation to do so, e.g. at the request of the competent authorities.
    Proximus delegates to professional customers the obligation to provide the following important information to its end users:
    - information about the processing of personal data of end users by Proximus, which acts as a data controller for the purposes mentioned in the paragraph above;
    - the way in which users can exercise their rights with regard to their personal data, as described further in this chapter;
    - the retention period of the personal data collected by Proximus: personal data is stored for a maximum of 10 years after the contract with the customer ends, while personal data relating to communication traffic is 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:
    - which the customer stores personal data in Proximus' data centers or cloud (e.g. Hosting, Housing, vContainer, Push-to-talk, Call Connect, Hosted Skype for Business, Cloud Managed Dedicated Hosting, and other Cloud services);
    - which the customer enters in a tool made available by Proximus (e.g. Invoice Insights, Mobile Device Management, and Proximus Fleet Management);
    - which the customer entrusts to Proximus for the purpose of configuring the service.

    Other data processors or "sub-processors"
    When Proximus acts as a data processor for 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. Before 25 May 2018, Proximus will publish a list of potential sub-processors.

  • The rights of the end users of professional customers regarding their personal data

    The end users of professional customers have the right to access, rectify 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 go to their employer to exercise this right.
    Professional customers and their contact persons can inform Proximus about their preferences as regards the reception of commercial information from Proximus via www.enterprises.proximus.com/preference_centre_en.

    End users have the right to lodge a complaint with the data protection authority. For more information, see www.Privacycommission.be.

Use of anonymous data for reporting services

Location data is being used more and more (by tourist services, mobility managers in towns and municipalities, etc.) for reporting on, for example, the number of people that are present in a given place at a given time.

Each activity of a mobile phone on Proximus' mobile telecom network generates network location data. This location data makes it possible to determine to which antenna towers your mobile phone is connected, but unlike GPS data, the data is not precise. It doesn't tell you, for example, whether a particular person has gone to a particular restaurant or to a shop or bakery.

Proximus can use this location data to create location reports. In doing so, Proximus of course takes the necessary measures to respect your privacy.

Only data rendered anonymous is used to draw up the reports. Moreover, the reporting only contains grouped data, so the recipients of these reports have no way of extracting information about individual customers. Where certain reports relate to smaller groups, additional measures are taken to prevent any possible identification.

Proximus does not sell individual location data; the anonymous location data remains within the company. Proximus only sells reports which give information on how many people were present at a specific time in a specific place (at least to the postal code or event level), in order to provide information about visitor, event, and movement analysis.

Other customer data can also be anonymized and consolidated into larger groups and used for internal and external reports. For example, your viewing behavior data can be converted into anonymous reports on the popularity of TV channels and programs.

In all cases, Proximus ensures that it is not possible to identify a person based on these reports.

Privacy policy relating to 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. Access to certain parts or functions of our websites may be limited to visitors with an account on skynet.be, a subscription to Proximus TV, or a MyProximus account, after the correct login and password have been entered.

  • Connection data
    We register information about the connection you make to our websites and the software and devices you use to accomplish this. This information includes your IP address, the time of your visit to the website, the type of browser and the type and brand of device you use, and the pages you visit. This data is used to create statistics and improve the quality of our website and service through analyses of your surfing behavior on our website. This information may also be used to adapt our offering on the website to your potential needs.
    If you visit a Proximus website, we can use your surfing behavior on our websites and other data we have collected to offer you a more personalized set of services and products which are tailored to your specific needs. If you watch Proximus TV via the proximustv.be website, the "Privacy policy concerning Proximus TV" shall apply.
     
  • Comments and content that you post on www.skynet.be
    If the comments or content you post in the Skynet News section, on the Skynet forums or in a Skynet blog give rise to complaints, or if your comments or content do not comply with the "Terms and Conditions of Use" and the "Code on Illegal Content" which you will find on www.skynet.be, this may be registered in our databases so that appropriate measures can be taken, e.g. remove the content or comment, or delete your profile. Your data can also be transferred to the judicial authorities at their request in the framework of our obligation to inform the public prosecutor of any illegal content. If you are not a Proximus customer for your access to the Internet, the judicial authorities may obtain your identity via your Internet Service Provider on the basis of your IP address. You can find more information about this in the "Terms and Conditions of Use" and the "Code on Illegal Content" on www.skynet.be.
  • Proximus' cookie policy
    You can consult the cookie policy of Proximus via the "Cookie Policy" hyperlink found at the bottom of the homepages of our websites.
    When you log into MyProximus, a cookie is installed in your browser that allows us to recognize you as a visitor to our website and adapt the homepage content on our website www.Proximus.be to your personal situation, including if you are not logged into MyProximus during a subsequent visit. If we recognize you as a visitor, we can address personalized messages to you on our website that may be informative, such as the number of loyalty points you have accumulated or the status of your last bill. We can also inform you in a personalized way about Proximus products, services and promotions which we believe may be of interest to you. If you do not wish to receive any personalized messages when visiting our website www.proximus.be, please follow the instructions below: 
    • on the page where you log into MyProximus, click "I'm not.....(your name)"
    • on the following page you arrive on, click the Proximus logo at the top left and you will arrive on the non-personalized version of the website.
  • Hyperlinks
    Our websites may contain hyperlinks to websites that are not managed by Proximus. Such hyperlinks are provided purely for information purposes. When consulting such websites, we recommend that you carefully read their privacy policy.
  • Tracking of commercial e-mails from Proximus
    Proximus may send you e-mails in order to keep you informed about its existing and new products, services and promotions, unless you have exercised your right to object. Proximus uses tools to measure and follow up the impact of these e-mails: whether the e-mail was opened or not, whether the hyperlink was clicked on or not, etc. These tools are used to increase the efficiency of e-mail campaigns and to better adapt Proximus’ offers to your personal needs.
  • Evaluation of products and services
    Partner technology may be used on our websites to allow you to evaluate our products and services for the general public. The personal data collected in this way is used to manage the evaluation service. The content of the comments you provide may be displayed on websites other than those of Proximus, without mentioning any personal data, such as your e-mail address. When making a comment you are required to use a pseudonym. Moreover, you may not enter any personal data in the comments field.
  • Analysis of the use of Proximus' websites
    We may use third-party services (also called "third-party analytics" services) on our websites to monitor, analyze and report on the usage visitors make of our website. To this end, third parties providing Proximus with such services may collect anonymous data about your use of our websites, including your behavior on our websites. Such data enables us to track down any errors in our websites and to determine how we can improve your user experience on our website.
Privacy policy relating to the MyProximus application

Proximus knows that privacy is important to you and would like to inform you about the processing of your personal data in connection with the MyProximus app. Proximus uses only the categories of data listed below.

Your mobile number: to identify you as a user of the app and prevent any other people from obtaining access to your data in the MyProximus app. Your contacts: solely to enable you to easily perform a Pay&Go top-up for one of your contacts. Your phone number: solely to enable you to call our Customer Service from the app.

  • Your Wi-Fi connection: solely to check whether your Wi-Fi connection is activated or not.  It is not possible to identify your device over a Wi-Fi connection.
  • Your data connection: this is required for the MyProximus app to function.
  • Your device identification: to send you push notifications related to the MyProximus app, your bill, your products/services, your loyalty program, and Proximus products, services and promotions that might interest you. The Notifications section allows you to choose the notifications you receive.
  • Data relating to your use of the MyProximus app is used by Proximus to improve the app, respond better to users’ needs, and keep users up to date on changes or new features in the MyProximus app.
  • Your location data: exclusively for making it easy to find the nearest Proximus point-of-sale on the basis of your GPS data;

The data processed and collected when you use the MyProximus app is stored by Proximus PLC under Belgian Public Law, Boulevard du Roi Albert II 27, B-1030 Brussels. The data is not shared with third parties for commercial purposes. The data is kept for two years.

You have the right to access and rectify this data.

Privacy policy relating to Proximus TV

The data that you provide to Proximus via different channels and the data that Proximus collects on your use of the Proximus TV services, via the Proximus TV decoder and via the Proximus TV App and the website www.Proximustv.be, are incorporated into Proximus' databases (Boulevard du Roi Albert II 27, 1030 Brussels). 
The Proximus TV decoder is equipped with software which registers and stores the operations carried out. The Proximus TV App and Proximustv.be website contain similar functionalities.
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 regarding the Proximus TV services;
  • allow customer management;
  • conduct market surveys and draw up user profiles;
  • adapt the advertising on Proximus TV to your profile; 
  • detect fraud, e.g. breaches of intellectual property rights;
  • conduct information or promotional campaigns related to Proximus Group products and services, including by post and/or e-mail. This information can be personalized according to your use of the products and services offered by Proximus.

If you would rather not receive information about Proximus products, services or promotions via your TV screen, or if you do not want advertising on Proximus TV to be adapted to your profile, find out in the "Your privacy preference" section below, how to inform us of your choice.

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

Adapted TV advertising on Proximus 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:

  • your administrative data, such as your age, language, postal code, and the Proximus services you use;
  • socio-demographic data that Proximus purchases 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 or rather 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., whether you watch via the TV decoder or the Proximus TV App or the website www.Proximustv.be.

Proximus does not share your individual data and customer profile with advertisers who run their advertisements on Proximus TV. Advertisers only receive statistical information, i.e. how many people there are with a specific customer profile.

Because we believe that adapting commercials to your profile can offer you an added value, we can run adapted advertisements without you having to take any action. However, if you do not want TV advertising to be adapted to your profile, you can adapt your privacy settings via MyProximus (see explanation in the "Your privacy preference" section below).

If you have indicated via MyProximus that you do not want adapted TV advertising, we will respect your preference and will no longer use your TV viewing behavior for adapted TV advertising or for creating your customer profile for TV advertising. Nevertheless, 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 opposed this when choosing your privacy preference.

Your privacy preference

Below, you can read how you can inform Proximus of your privacy preferences. We do our best to update our systems and databases as quickly as possible, but bear in mind that it does take some time to put your preference into practice.

You are a Proximus customer:

On our website www.proximus.be, go to MyProximus (top right) and sign in with your password.
If you have not yet created a MyProximus access, follow the instructions given there to create your MyProximus access.

After signing 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 permissions granted. In the same section, under "My notifications", you can also indicate which communication channels we can use to contact you.

  • If you don't have Internet access, you can inform our customer services of certain preferences at 0800 55 800. To mark your choice to not longer receive adapted TV advertising, you can confirm us by dialing the number 800 33 750.
  • If you do not want your data which is published in the telephone guide to be commercialized, you can inform us by calling the toll-free number 0800 98 022 (NL) or 0800 98 033 (FR) or via an e-mail to gids@1207.be or annuaire@1307.be.

You are not a Proximus customer:

You can call one of the following numbers to inform us of your privacy preference:
0800 55 800 for private persons, those in liberal professions and SMEs;
0800 55 200 for medium-sized and large companies and public institutions.

The "Don't-call-me-anymore" list

If you no longer wish to receive any commercial calls from any company or organization on your fixed-line or mobile phone, you can register to have your name put on the "Don't-call-me-anymore" list. You can do this via the website www.bel-me-niet-meer.be (NL) or www.ne-m-appelez-plus.be (FR), by telephone at 078 77 00 12 or by sending a letter to the Belgian Direct Marketing Association, Noordkustlaan 1, 1702 Groot-Bijgaarden.
All companies and organizations that make offers by telephone or mobile phone are obliged by law to comply with this list. They must remove your telephone number and name from their call files and are no longer allowed to call you for their products or services or for special promotional offers. Every company and organization is responsible for respecting the "Don't-call-me-anymore" list. Proximus has no powers to supervise and control this. For any complaints regarding unsolicited commercial calls, you can contact the Federal Public Service FPS Economy, SMEs, Self-Employed and Energy, Contact Center, Rue du Progrès 50, 1210 Brussels or call the toll-free number 0800 120 33.

Proximus advertising via social media

If you have created a Facebook, Instagram, Twitter, LinkedIn or Google account, Proximus may show you, via that account, advertisements for its products, services and promotional offers that may be of interest to you. If you don't want such advertisements, you will need to change your settings for advertising in your relevant account or via www.youronlinechoices.com.

Your right to access, rectify and delete

You have the right to access, rectify, and delete your personal data. To do so, send a request (dated and signed) with a copy of your identity card to the Proximus Data Protection Officer (Boulevard du Roi Albert II 27, 1030 Brussels).

Data protection authority

You have the right to lodge a complaint with the data protection authority. For more information, see www.Privacycommission.be.

Changes in our privacy policy

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

Contact details of the Proximus Data Protection Officer

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

Contact details:
E-mail: privacy@proximus.com

Address: 27 Bd du Roi Albert II – 1030 Brussels

Last update: 27/03/2018  

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.

Contact

Our advisors are at your disposal. Choose your contact mode.

  • Call us on 0800 55 800Mo – sat: 08:00 – 22:00
    Technical questions: 08:00 – 24:00 (7/7)

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