Why do we collect your personal information?
We collect information to help manage your account:
- To deliver products and services relevant to you (whether we provide them or not).
- To improve our products and services and develop new ones.
- And to manage your accounts and help us run and grow our business.
We also collect information so we can tell you about our products and services, other companies’ products and services.
The law also requires us to keep some information. Occasionally this information is anonymised so you cannot be identified.
The type of information we have?
The information we have about you includes things like, who you are, how you use your products and services provided through us, where you use the mobile network, and how you pay for your services.
Who you are includes:
- Your name, home address, gender, age, telephone number, email, etc.
- Your government-issued identification (for example, a passport or driver’s license for new business).
How you use your products and services provided through us includes:
- Your call, text, surfing and billing records.
- Details about your usage of any other products we supply to you. This includes the date and time you use them, how long for, where you use them and how much it costs.
- We don’t look at the content of your messages or listen to your calls (unless you are talking to one of our customer service advisors)
Where you use O2 network, EE network or others:
What you do with your accounts we manage:
This includes things such as when and how much you pay your bill, or how often and why you access your account with us.
Where do we get your information?
We collect information mainly when you sign up with us; contact us and when you use our products and services.
For example when you:
- Register as a customer.
- Get in touch with us to ask something.
- Buy from us – whether it’s over the phone, or somewhere else.
- Make changes to, or close your account.
- Go to our website.
- Sign up for a service with us that mean we need to check with credit reference and fraud prevention agencies.
- Apply for a job with us online.
We also collect information from other sources, including business directories. If we need to conduct a credit check, we will receive information from credit reference agencies.
How do we use your information?
We use and analyse your information to keep in touch with you and to supply and improve our products and services. We will also use your information to tell you about products and services that we think may interest you. Sometimes we’ll combine and anonymise this information so you won’t be identified.
In particular, this means using your information to:
- Manage your account and help you to manage your account.
- Sort out payment, put your order through our system or send you an order.
- Get in touch with you (e.g. if we need to tell you about any problems with a service).
- Keep things secure and prevent crime and fraud.
- Look into any complaints or questions you may raise.
- Check whether you qualify for credit. This is so we can assess and decide on whether we can give you credit-related services, other similar facilities.
- Recover any money you might owe us.
- Tell you if we’ve changed the way a service works, or tell you about a new service that we think may interest you.
- Check what you’re interested in, so we can offer (and develop) relevant products and services.
- Send you information about our products and services (we think you’d be interested in) by phone, post, email, text, or other For some of this marketing activity we need your consent and, in those circumstances, we will only send you messages if you have asked to receive them. You can check and update your current preferences at any time by emailing email@example.com or speaking to your Account Manager.
We are allowed to use your information in these ways and share the information as described below because:
- We need to, so that we can provide you with products and services and to manage your account with us.
- We need to use some of your information to comply with legal and regulatory obligations.
- You have given your consent to us using your information to send you marketing messages. You can opt out of this at any time.
In connection with the purposes described above, we may share your information with others.
This might mean sharing that information with:
- Our partner companies or agencies, which help us run our services, for example our billing or customer service centres.
- Credit reference. When we check your credit score with a credit reference agency, the information that we give them (including details of your credit application and financial details) as well as the fact that we have requested that search will also be recorded by the credit reference agency.
We might also share your information:
- With any public authority or law enforcement agency (if they ask for it).
- To comply with law or regulations, or for possible legal proceedings.
- If you give us personal information that’s wrong or we find out (or think) you’re responsible for fraud. In these circumstances we might share your information with third parties such as law enforcement agencies, credit reference agencies and other affected third parties.
- If there’s an emergency and we think you or other people are at risk.
Why we keep hold of your information?
There are certain reasons we have to keep hold of your information.
We keep information while you’re our customer or after you’ve left us. But only as long as we need it for purposes described above. How long we keep it depends very much on the type of information and purpose.
For example, we might need to sort out disagreements, stop fraud and abuse, prove that you had an account with us or follow our legal obligations. Or the police may need it as evidence. We may also keep information about how you use our products or services.
In each case, the length of time that we need to keep the information may be different, but we will only keep the information for as long as we need it.
You have a number of legal rights in relation to the information that we hold about you, including:
- The right to request details of the information we have about you. There are a couple of ways to do this and some requests have to be in writing for legal reasons. Please fill in the form here and email to firstname.lastname@example.org.
- The right to withdraw your consent to the use of your information where we are relying on that consent (for example, you can opt out of receiving marketing messages from us). Please note that we may still be entitled to process your information if we have another legitimate reason (other than consent) for doing so.
- The right to ask that we update your information, if it is inaccurate or incomplete.
- The right to ask that we erase your information in certain circumstances. Please note that there may be circumstances where you ask us to erase your information but we are legally entitled to retain it.
- The right to request that we restrict the processing of your information in certain circumstances. Again, there may be circumstances where you ask us to restrict the processing of your information, but we are legally entitled to refuse that request.
- The right to make a complaint with the Information Commissioner ico.org.uk if you think that any of your rights have been infringed by us.
You can exercise your rights by contacting us using the details set out in the “Contact us” section below.
How to check and update your information?
You can change how we get in touch with you – and your account details – whenever you like by email at email@example.com.
If you don’t want us to send you relevant offers or marketing information, you can opt out anytime by emailing firstname.lastname@example.org.
Other important information
Please note that if you’re signing up for our products and services there might be extra terms and conditions to look at.