Proximus & GDPR
In order to use our services and products, we need your personal data. We also collect other personal information, such as payment details and communication traffic. All this data is included in our files and stored for a certain period of time.
Information you give us
If you wish to use our services and products, we require a number of personal details such as your surname, first name, address, login, e-mail address, telephone number, mobile phone number, date of birth, language and a copy of your identity card. Sometimes we also need other information, such as specific preferences and requirements relating to the service in question.
We may collect your personal data in various ways: verbally at Proximus points of sale or via the electronic reading of your identity card, by telephone via customer service, in writing via order forms or text message, digitally via e-forms or when you chat with our chatbot or via our website, via the MyProximus app or when you use social media to contact us or when you use the Itsme app to identify yourself.
Every customer contact creates the possibility of collecting personal data: when you order, when you participate in a survey, test or contest, by calling customer service, when you identify yourself as a user of a Pay&Go card, when you register for a newsletter or when you simply ask us for information.
You always have the option not to provide certain information, but this may result in you not being able to use certain products or services or that they do not function properly.
Information we obtain through your use of our products/services
We collect data on the use you make of our services and products (fixed and mobile services, TV, etc.) and websites, on the devices (type/brand) you use and on the communications traffic over our network, as well as data on the devices (type/brand) that connect to your Wi-Fi connection. The communication traffic may include the telephone and mobile phone numbers called, the IMEI number of your mobile device, the date, time, duration and location of a communication or of an Internet connection, the data volume you use, the type of mobile app you use. We also collect data on your use of the TV services (both via the TV decoder and via the Proximus Pickx app and the website www.proximus.be/pickx/nl). Finally, we also collect data on the quality and speed of the network and of your Wi-Fi connection. We also keep your billing and payment details.
Information we purchase from third parties
We can use socio-demographic data and consumer information, which we purchase from specialised companies such as Bisnode Belgium.
How long are personal data stored?
Personal data is stored for a maximum of ten years after a person ceases to be a Proximus customer. Shorter retention periods apply to certain categories of data, such as data relating to your communication traffic, which is not kept for more than twelve months.
Who keeps your personal data?
The personal data that we collect and use are included in the files of Proximus S.A. under public law (Boulevard du Roi Albert II 27, 1030 Brussels).