It applies to the processing of the personal data of our customers (individual persons, self-employed persons and companies) in connection with our mobile telephony products and services, as well as to the personal data of the end users who - through their relationship with our customer (for example: family members, friends, visitors and employees) - make use of these BASE products and services.
We process the personal data that you give us yourself. This can be done by telephone (for example, when you call customer service with a question or if you wish to report a malfunction), in writing (for example, when you fill in an (online) order form, send us a text or email, register for a competition or download a BASE app), electronically (for example, when reading your e-ID when entering into a contract), or verbally (for example, in one of the BASE Shops).
We assign personal data to you for the use of our products and services (for example, an IMSI number, telephone number, customer number, login code(s) and passwords). In addition, our systems also register personal data that is generated during your use of our products and services (for example, data relating to calls, call numbers and transit volumes, location and time of calls), including use by end users.
We may also obtain personal data from affiliated companies within the Telenet Group (e.g. Liberty Global BV and Telenet Group NV/SA), for example to inform you about products and services of the entire Telenet Group. The transfer of personal data is in the legitimate interest of the Telenet Group and only takes place for purposes that are compatible with the purpose for which the personal data were originally collected. In this context, the companies within the Telenet Group qualify as separate data controllers, and the data processing agreements are laid down contractually between the respective companies.
In our systems, we specify different types of personal data, which can be combined with each other:
As determined by law, we do not process sensitive data, such as data about your racial or ethnic origin, political opinions, sexual preferences and health.
Through various channels, such as competitions, promotions/campaigns, our websites/apps, and through the purchase of data from specialized big-data companies, we are able to collect personal data about persons who are not (yet) customers of BASE, with the intention of approaching these persons with the most relevant offer of BASE products and services. We thereby guarantee your right to information, and, as far as applicable, also contractually enforce this from the third parties who, with your consent where legally required, could collect your information (on our behalf) in this context.
We process personal data for various purposes, but always only process the data that is necessary to achieve the intended goal.
For example, we use personal data when this is necessary:
If the processing of your personal data is not necessary for one of these three reasons, we will always ask for your permission to process your personal data.
We collect personal data for the following specific purposes:
BASE does not make automatic decisions – on the basis of profiling or otherwise – that have legal consequences for you, or where such decisions affect you to a considerable extent, unless:
In such situations, you will be informed in advance about the establishment of the automated decision, the fact that you have the right to demand human intervention, and the way in which you can challenge the decision.
We work hard to protect your personal data and privacy, and this in our offices, our shops, on our network and in your home.
The number of employees of our company that has access to your personal data is limited, and our employees are carefully selected. They are only granted access to your personal data to the extent that they need this information to carry out their duties properly.
Your personal communications are confidential. We can process metadata (i.e. data that is processed to technically enable the communication), but the existence and content of the personal communication that is transmitted via our network (for example: mobile telephone calls, emails and text messages) are protected by the provisions regarding the secrecy of telecommunications. The secrecy of telecommunications implies that BASE is not permitted to take cognizance of the existence or content of such communication, except in the cases listed by law. BASE has taken the necessary security measures and has given its employees adequate instructions to comply with telecommunication secrecy.
We do not sell personal data to third parties without your consent, and we don't pass it on to third parties, except:
Your personal data can be processed for the promotion of similar products and services offered by BASE, unless you oppose this ("opt-out") via the BASE customer zone, the BASE customer service, or the BASE Shops. The processing of your opt-out could take a little time (up to 72 hours).
As long as you are under the age of sixteen and call with a prepaid card, an opt-out is always automatically registered. Otherwise, BASE will always request the prior consent of your parent(s) or guardian, insofar as this is required by law.
Please note that everyone (including prospects) can always to use the following external unsubscription options:
We will only send commercial messages via texts and/or emails to website users who are not BASE customers after they have given their unambiguous consent to this.
Please note: the fact that you no longer wish to receive commercial information from us naturally does not prejudice our right to contact you electronically in the context of the implementation of your contract, or if we are required to do so by law.
Your right of access to the data
You have the right to know at any time from BASE whether or not we are processing your personal data, and, if we are processing your data, to view that data and receive additional information about:
You also have the right to receive a free copy of the processed data in an understandable form. BASE may request a reasonable compensation to cover its administrative costs for any additional copy that you ask for.
Your right to the correction of personal data
You have the right to immediately have incomplete, incorrect, inappropriate or outdated data corrected.
In order to keep your data up-to-date, we in any case ask you to notify us of any changes, such as a move, a change of email address or the renewal of your identity card.
Your right to erasure ("right to be forgotten")
You have the right to have your personal data deleted without unreasonable delay in the following cases:
Please note that we are not always able to comply with the request to delete all the personal data, for example when its processing is necessary for the lodging, exercising or substantiation of a legal claim, or because we are obliged to retain data on the mobile phone traffic of our customers for 12 months, as required by the judicial authorities and the State Security. We will provide you with more details on this in our reply to your request.
Your right to the restriction of processing
You have the right to obtain the restriction of the processing of your personal data if one of the following aspects applies:
Your right to transferability of personal data ("data portability")
You have the right to "recover" your personal data, for example, in order to change your service provider more easily. This is only possible for the personal data you yourself have provided to BASE, based on consent or after agreement. In all other cases you will not be able to exercise this right (for example, if the processing of your data takes place on the basis of a legal obligation).
This right involves 2 aspects:
Your right to oppose the processing of your personal data
You have the right to oppose the processing of your personal data on the basis of your special situation if the processing takes place in the context of a legitimate interest of BASE, or in the context of the general interest. BASE will discontinue the processing of your personal data unless BASE can demonstrate compelling and legitimate reasons for the processing that outweigh your reasons, or if the processing of the personal data relates to the lodging, exercising or substantiation of a legal claim (for example, the filing of a request at a court).
How can I exercise my privacy rights? Through the BASE customer zone (only for active BASE customers) and the BASE Shops. In order for you to exercise your privacy rights and to prevent any unauthorized disclosure of your personal data, we must verify your identity. If there is any doubt or ambiguity, we will first ask you for additional information (preferably a copy of the front of your identity card). The contact persons or authorized representatives of our business customers-legal entities who only purchase BASE products and services that are intended for large companies and organizations can exercise their privacy rights through the account manager of this business customer. If we cannot confirm your identity with certainty, we will not process your request.
Are there any costs associated with this? You can exercise your privacy rights free of charge, unless your request is manifestly unfounded or excessive, in particular if it is repetitive in nature. In accordance with the privacy legislation, we are at our discretion entitled, in such a case, (i) to charge you a reasonable fee (taking into account the administrative costs involved in providing you with the requested information or communication, as well as the costs associated with implementing the requested measures), or (ii) to refuse to comply with your request.
In what format will I receive a reply? If you submit your request electronically, the information will also be provided electronically, if this is possible and unless you request otherwise. In any case, we will provide you with a concise, transparent, understandable and easily accessible reply.
When will I receive a reply? We will respond to your request as soon as possible, and in any case within one month of the receipt of your request. Depending on the complexity of the requests and on the number of requests, this period could be extended by a further two months if necessary. If the response period is extended, we will notify you accordingly within one month of receipt of the request.
What happens if BASE does not comply with my request? In our reply, we will always inform you about the possibility to file a complaint with a supervisory authority, and to lodge an appeal with the court.
We are not permitted to retain personal data for longer than is necessary to achieve the goal for which we collect it. The retention period will therefore differ depending on the goal, and can sometimes be very short. For example, traffic data relating to calls and connections will never be retained for longer than 12 months, and your conversations with the BASE customer service that are recorded for training purposes are retained for up to 30 days. The retention period may sometimes be longer, for example in order to comply with our legal obligations (to meet our accounting and tax obligations, for example, we are obliged to retain your billing data for up to 7 years), or on the basis of a legal necessity to retain certain data (in particular your contract, invoices/bills and correspondence in connection with complaints in this respect) as proof in the case of disputes for up to 10 years after the termination of your contract. There is, of course, a restriction on the accessibility of such archived data.
After the applicable retention period(s) has (have) expired, the personal data will be deleted or anonymized.
If you visit our websites and use our apps, we will process the following personal data relating to you:
The personal data that we collect through our websites and apps is used for the following purposes:
Do you want to report a privacy incident? You can contact our Data Protection Officer ("DPO") using the contact form.
You can also send your question, complaint or request by letter for the attention of the Data Protection Officer ('DPO'):
Telenet Group NV
The Data Protection Authority is an independent body that ensures that your personal data are processed in accordance with the law. If you have a complaint regarding the processing of your personal data by Telenet or if you wish to initiate proceedings for mediation, you can contact the authority.