Privacy policy

Orange aims to be recognized as a trusted operator by its customers, employees and partners. The recent news reminds us that the new technologies may be intrusive and shows that the protection of personal data is a major challenge for an operator as Orange which mobile and fix network is managing an increasing amount of personal data. Orange has taken the following clear and firm commitments in the domain of personal data protection and with respect of the private life of our customers:

• Security: of customers’ personal data through its reliable processing and secure storage
• Control: the customer will be able to check and agree how his personal data will be used
• Transparency: in terms of the handling of data for its customers and users at all stages throughout our relationship
• Support: for all its customers and users to help them protect their privacy and manage their personal data better

In the following chapter you will find more of information on how Orange is realizing these commitments for our mobile and fixed telephony and internet services.

• What personal data is collected by Orange?
• What is the secrecy of communication?
• How is Orange using the personal data?
• Can I refuse that my personal data is used ?
• How is the personal data protected?
• How long is the data retained?
• Is the personal data exported to third parties?
• What are my rights as a customer?
• And what about the Orange website?
• Is Orange using cookies?
• Changes in the policy

What personal data is collected by Orange?

• At the start of the contract Orange will collect personal information as the customer’s name, address, email address, date of birth, etc. This information will be collected in a point of sales, via the internet or via our Telesales agents. In the shop the personal information: name, address, date of birth and ID number will be retrieved from your E-id card. Orange will not use any additional information available on the E-id card.
• When using the Orange mobile and fix telephony or internet services Orange will collect traffic information for each call or data session. This traffic information contains called numbers, phone identification, data and duration of the communication or date, duration and data volume of an internet session and visited sites.
• During the contract Orange will collect the customer’s payment information and payment or reload history and Orange will keep a history of the customer’s contacts with the Customer Service.
• Orange will complete this customer information with demographic information as coming from different commercial brokers.
• All the collected information will be stored and managed in systems controlled by Orange SA/NV Avenue Du Bourgetlaan 3 1140 Brussels

What about the secrecy of communication?

• Orange personal and partners have no access to the content of the customer communication on the Orange network as call content, email or sms messages, internet session content etc. This information is protected by the telecommunication secrecy. Anyhow this information is encrypted while transiting the Orange network the time needed for the processing of the communication.
• Calls to the Orange customer service can be recorded to monitor the quality of the Orange customer service and can be used as evidence in the event of a commercial dispute.

How is Orange using the personal data?

• Orange uses the personal data of the customers to provide the subscribed services and offer them services tailored to their needs. In particular Orange is using the personal information:
  • to invoice the services used by the customer
  • for direct marketing to inform the customer of related or new products and changes to existing Orange products and services
  • Orange will send this information via mail, e-mail, sms or direct contact via the call centre
  • in the Orange loyalty program to grant the customer different kind of advantages and gifts
  • to determine the customer segmentation
• Orange complies, for its direct marketing actions, with the Belgian Direct Marketing Association deontological code.
• Anonymous and aggregated mobile and mobile data traffic is used for analysis of the traffic behaviour on the Orange network and to optimize the Orange network and services.

Can I object to the use of personal data for direct marketing purposes?

• The customer can opt-out of the direct marketing campaigns or loyalty campaign of Orange via his customer zone on http://www.Orange.be/nl/e-services/ or http://www.Orange.be/fr/e-services/ or by calling customer relation on 5000 from you Orange GSM (free) or 02 745 95 00 from any other line (local tariff)
• The customer can register his phone number(s) in the “do-not call-me” register if he doesn’t want any commercial call on his phone(s). The customer can register via www.bel-me-niet-meer.be or www.ne-m-appelez-plus.be or by sending a letter to the BDMA Noordkustlaan 1 1702 Groot-Bijgaarden.

How is the personal data protected?

• Orange has implemented security measures appropriate to the degree of sensitivity of the personal data to protect against malicious intrusion, loss, alteration or disclosure to non-authorized third parties.
• Orange issues permissions for access to its information systems to only those who need access to perform their function
• Orange educates its employees to the protection of personal data made available to them in the framework of their duties and shall ensure that they comply with the rules in force and the ethics of the company.
• Orange performs controls and audits to verify the correct operational application of these rules.
• Orange requires its suppliers to comply with its principles of security.

How long is the data kept?

• Personal data of the customer is kept for 10 years after termination of the contract for legal reasons.
• Traffic information will be retained for 36 months
• Customer invoice data will be archived for 8 years for fiscal reasons.

Is the personal data exported to third parties?

• Orange will not communicate personal data of its customers to commercial business partners.
• Orange has outsourced some of its activities, these partners have access to the personal information limited to the scope of the outsourced activities and only for the scope of these activities and controlled by Orange. Some of these outsourced activities are located outside Europe but secured according to the Orange standards.
• If the customer has agreed to publication of his phone number(s) in the telephone directories some of his personal information will be shared with the provider of these directories. The customer can revoke this publication via his customer zone or by calling customer relation. It can take some time before this request becomes effective.
• As legally obliged Orange will communicate personal information at requests of the judicial authorities in the context of a judicial investigation.

What are my rights as a customer?

• The customer can at any time verify and change his preference, example commercial communication via his customer zone or by calling customer relation.
• The customer has the right to request an overview of his personal data collected by Orange by sending a dated and signed request and a copy of the id-card to Orange Legal Department Avenue Du Bourgetlaan 3 1140 Brussels.
• The customer can correct his personal information via his customer zone or by calling customer relation.

And what about the Orange website?

• Orange records the personal data that is communicated to it via the site www.Orange.be (the "Site") in databases that belong to it. These data can be used for commercial actions, for the delivery and invoicing of communication services, for the management and provision of information, for the processing of requests submitted via the Site (including applications), for market studies, for marketing and for offering other goods or services.
• Orange can call upon third parties to perform market studies, marketing or direct marketing actions or specific services via sub-contracting or cooperation contracts. Orange communicates the personal data provided to it via the Site to these third parties only to the extent necessary for the performance of the assignments that are entrusted to them and only for the purposes of such performance.
• When accessing the Site via the Internet and when communicating any personal information, the communication is protected by proven and powerful encryption technologies.
• The Site uses two types of cookies. A cookie is a small file (with a randomly-chosen alphanumeric combination) that the server sends to your browser and which afterwards is stored on your computer. A first cookie spares you from having to make your language choice all over again every time you visit, while the second type of cookie, which only works during the period of a single session or visit, will simplify navigation on the sites of the partners who are accessible via the Site, since you won't always have to "introduce" yourself. Absolutely no cookie contains information through which you can be contacted by telephone, e-mail or "snail mail". You have the possibility to configure your browser so that it notifies you each time cookies are prepared or each time that it prevents their preparation. For more information, see http://www.Orange.be/nl/cookies/ or http://www.Orange.be/fr/cookies/

Is Orange using cookies?

• For more information on the way Orange is using cookies on the Orange Website see http://www.Orange.be/nl/cookies/ or http://www.Orange.be/fr/cookies/

Changes to the policy

• Each change to the Orange data protection policy will be published on this site, allowing the customer to be informed of the (personal) data collected by Orange and the purposes for which the data will be used.