Orange Privacy policy

Orange collects and processes your Data for specified, explicit and legitimate purposes, as detailed below:  

A.    Preparation for the taking out of a subscription and for entering into a contract    

If you are yet to take out a subscription with us and you would like us to respond to any questions that you send us, we will need some of your personal information in order to reply to you. The service installation address, for example, which will allow us to establish whether services are available in your area and to provide you with details such as the available speed. If you share this with us, we will also use data about your preferences or habits in order to advise you of a subscription or TV package that meets your needs.

Before entering into the contract, if you have ever previously subscribed to our services, we will verify that you do not have any outstanding debts with us and that our services do not deem you to be a fraudster or an “aggressive person” (for example, if you have ever assaulted any of our agents or technicians).

Should you subscribe to our services, we will need to formally identify you, be able to contact you, know the services to which you have subscribed to and/or any equipment purchased, whether you pay by direct debit, as well as your own data management choices and preferences (choice to appear in directories, preferences regarding billing or business communications, etc.).

As such, Data collected may include your identification and contact details, your National Register number, nationality, date of birth, postal address(es), delivery address for your product and/or service, your email address, telephone and/or mobile phone number, bank account details and social tariff eligibility status.

Once you have submitted your subscription request, you will be allocated a customer number (which will serve as your ID) and an Easy Switch ID, which will enable you to easily transfer your services to another operator if you wish to terminate your contract.

B.    Supply of services, technical customer support, installation and assistance

In order to supply our internet and TV services or deliver products to you, we will need to be able to contact you and determine your availability. Our technicians will also collect information about your installation. In some instances, for example if premises are insanitary or unsafe to our technicians, they may be required to take photographs.

Should you transfer your services from another operator, we will process the information received from them in order to carry out the transfer.

In order to allow you access to our internet and TV services, we will also send you the relevant hardware. This will have its own identifiers and generate certain data when in use, e.g. the URLs of web pages visited (viewed or downloaded site content is, however, not visible), calls or messages you send and receive, duration of communications, location, ratio between sent and received text messages, TV programmes viewed, or connection data such as your computer's IP address, modem connection and usage logs, hardware configuration data, devices connected to your modem or used to make calls or browse the web, and your equipment's connection events. These Data are collected for analysis so that we can help you in the event of a technical problem.

We will also store some details of your communication with us, e.g. when you contacted us, details of the problem, solution offered, etc.  

C.    Billing

For billing purposes, we use information about products and options you have subscribed to, the promotions or special offers you benefit from, traffic data, data regarding your out-of-bundle consumption, such as the quantity and cost of VODs rented, international or premium rate calls, services paid for by SMS, etc.

For billing purposes, we will process information about your chosen payment method and the personal and contact details required to dispatch your bills to you.

D.    Customer identification

Article 127 of the Belgian Electronic Communications Act imposes the obligation to reliably identify users.

To comply with this obligation, data on your identity papers, including your National Register number, will be processed.

This Data may be shared with the relevant authorities as part of our legal obligations to cooperate.

E.    Co-operation with the authorities

In accordance with Sections 122 §4, 126, 126/1 and 127/1, §2 of the Belgian Electronic Communications Act certain authorities may, upon their request, oblige operators to store and share the following data: traffic data (call time and connections, duration, recipients, etc.), location data (location at the time of the call, location of equipment, etc.), contract data (e.g. your telephone and SIM card number, time of subscription to the service, subscription channel, location at time of purchase, etc.) as well as all technical data available to us.

The authorities with the right to access this Data, in cases provided for by the law, are as follows:
-    The judicial authorities 
-    The intelligence and security services
-    An investigating officer from The Belgian Institute for Postal Services and Telecommunications 
-    The emergency services 
-    An investigating officer from the Belgian Federal Police’s missing persons bureau
-    The Telecommunications Ombudsman 
-    An FSMA auditor or auditing assistant 
-    The Belgian Data Protection Authority (GBA)
-    The tax authorities

F.    Be Alert

Section 106/1 of the Belgian Electronic Communications Act requires us to collaborate with the authorities to send out emergency alerts in the event of imminent danger or a major disaster.

In this context, and upon request of the Crisis Centre, warning messages may be sent to customers in at-risk areas. To do so, we will only check whether your mobile phone is located in the area defined as at-risk by the authorities at the time of the alert, in order to send a targeted warning message via SMS. For more information on this matter, please consult the website https://www.be-alert.be/fr.  

The list of phone numbers concerned is automatically deleted six months after the alert is sent.

G.    Accounting recordkeeping and tax reporting

In common with all businesses, Orange is subject to tax and accounting obligations.

To fulfil its obligations, the following Data are stored: customer contracts, bills sent out and a detailed statement of payments received.

H.    Fraud prevention and provision of secure electronic communications networks and electronic communications services

In accordance with Sections 121/8, 122 §4, and 4/1 of the Belgian Electronic Communications Act, operators are required to take appropriate, proportionate, preventative and remedial measures, within the scope of the latest technologies, to detect fraud and malicious activities on their networks and services and to prevent end users from suffering harm or harassment.

Pursuant to the foregoing, operators are authorised to process and store traffic data. Consequently, for this purpose, they may also process technical data relating to the equipment used to establish connections, as well as communication and location data, contact details and identification data. It is possible therefore that we may contact you to inform you that we have detected fraud or a security threat which concerns you.

In some instances, for the sole purpose of tackling fraud committed through phone messaging systems such as SMS and MMS, the law authorises us to retrieve the content of messages by mechanical means. In such cases, however, this processing involves only the mechanical examination of messages, with human involvement limited to ensuring the relevant computer algorithms function correctly.

I.    Providing reliable telecommunications services and improving service quality

In order to ensure our services are running smoothly and to improve service and network quality, we are engaged in a process of continuous monitoring. It is therefore helpful for us to know when users in a particular area are experiencing problems, understand how and why a malfunction occurs when using a given piece of equipment, a particular version of an app, or when viewing certain channels.  

Analysing network usage data enables us to detect and then resolve problems effectively. For example, analysing call traffic from other operators' customers enables us to detect interconnectivity issues. It is also possible that, when call quality issues are raised, we may check the content of certain phone calls, with the sole aim of checking the call quality and therefore ensuring the effective operation of an electronic communications service.

J.    Crime prevention and ensuring the safety and security of the business, sales points, staff, customers and visitors

CCTV cameras are installed in and around our shops in for your own safety and that of our staff, as well as to help prevent theft and antisocial behaviour.

Unless the Data from these is required following an offence, they are automatically erased after 1 month.
 

K.    Implementing payment of bills and handling of billing-related complaints    

If you are late paying your bills, we will send you several reminders, by post and text message, and in some instances, via phone call.

If you dispute your bill, or the imposition of reminder fees, for example, our agents will be able to access your service usage data and payment history to check that the bills issued are correct. Our agents will also be able to consult your customer record to see whether you have contacted customer services about any technical problems in the past and, where appropriate, may decide to give you a discount or issue a credit note.

L.    Website operation and optimisation

Strictly necessary or functional cookies keep the website running efficiently. They are usually set in response to your activity and constitute service-request type actions, such as recording your privacy settings, logging in, or filling out forms.

In order to improve the functioning and attractiveness of our various websites, we offer the use of optional cookies that analyse your online activities. If you accept them, we can then examine which pages you visit, your most frequently-visited pages, the length of time spent on a page, what generates clicks or abandoned orders, etc.

We can use this information to make our site more user-friendly, ensuring you see more of the products that interest you, etc.

To learn more about cookies, you can consult Orange’s cookie usage policy, available here or the orange.be site, and here for the voo.be site.

M.    Brand promotion

In order to promote our brand and services, we organise competitions and events. As part of this, your entries need to be processed to select winners, send out any prizes, to see whether or not you participate in an event and on what date, as well as your contact details so we can let you know the competition results and send out prizes and invitations.

N.    Direct marketing and newsletter distribution

Orange uses your Data to tell you about new products and services, special offers, and to send you targeted recommendations or newsletters based on your habits and preferences. These processes also include checking your satisfaction levels in order to ensure our messages are relevant. Within the scope of our direct marketing messages (by telephone, email or text message), we use your contact details in order to get in touch with you. We also cross-reference some of your data in order to ensure you receive more relevant messages, and to determine target groups for our marketing campaigns.

When you participate in Orange Thank You, we use your contact details and your contract details. Your status is related to your customer loyalty record. We also use your preference data to offer you gifts and offers which are more likely to appeal to you.

If you left us up to two years ago, and if you did not object to the use of your data for marketing purposes while you were with us, we may use your first and last name and phone number to contact you to find out why you left us, determine how satisfied you are with your new operator, and let you know about our new offers or promotions.

If you are no longer a customer or it is over two years since you were a customer of ours, your Data will only be used with your consent.

O.    Targeted marketing

Should you consent, based on data collected via cookies, we will work with our partners to create profiles of your interests in order to show you relevant advertisements.

P.    Best tariff information

Sections 109 and 110 of the Belgian Electronic Communications Act make it mandatory for operators to inform their customers of the best tariff for them, depending on their individual usage profile. This usage profile is drawn up in accordance with The Belgian Institute for Postal Services and Telecommunication regulations.

Q.    Fraud detection and management

Your Data are used to prevent, detect and manage potential fraud. This processing helps maintain network security, avoid malicious usage and limit potential harm to both customers and Orange.

R.    Management of legal complaints and litigation regarding provision of goods and services, as well as technical support work

Your Data enables us to handle complaints or disputes concerning our services, products and technical support work. Data are used to examine the facts, provide an appropriate response, and where relevant, propose a remedial solution.

S.    Improving services provided by agents and resellers

Your interactions with our agents and resellers may be analysed in order to improve the services we offer. This may include, for example, analysis of phone calls to customer services, analysis of customer feedback and improving the efficiency of customer support work.

T.    Use of Artificial Intelligence (AI) tools

Orange uses artificial intelligence tools for operational support purposes.

These tools are used to more effectively manage initial contact with customers and prospects (for example, via automated messages on WhatsApp or other digital channels) and to assist our teams in preparing and drafting contractual documents, while maintaining thorough and consistent human overview and quality control. We also use artificial intelligence to rewrite or summarise your communications with us so that we can better understand the issues you are experiencing and respond more effectively.

The aim of this processing is to improve response times, service efficiency and quality. No legal decision, or action with a significant impact on your rights is taken solely on the basis of AI.