Orange aspires to be recognised as a business that is trusted by its customers, employees and partners. We see in the news how new technologies can be intrusive and that data protection is a major challenge for a business such as Orange, whose mobile and fixed networks generate an ever-increasing volume of personal data. At Orange we give the following firm, clear commitments concerning the protection of personal data and respect for the privacy of our customers:
Securty: our customers’ personal data are processed fairly and stored securely
Control: customers can review and approve how their personal data are used
Transparency: in terms of processing of customers’ and users’ data at all levels, throughout our relationship
Assistance: for all customers and users to help them protect their privacy and better manage their personal data
Watch this video:
You can find more information below about how Orange implements these commitments in its provision of mobile and fixed phone and internet services.
What personal data does Orange collect?
Orange will collect your personal details when you take out a contract: name, address, date of birth, gender, identity card number and email address (optional). This information will be collected at a sales point or over the internet. In store, your personal details will be taken by our sales people.
When you use Orange’s mobile or fixed phone services or internet services, Orange will collect traffic data for each call or internet session. These traffic data contain the numbers called, the identification of the telephone, the data and duration of the communication or the date, duration and data volume of the internet session.
Location data are generated whenever a call or an internet connection is made. These data are stored temporarily before being anonymised. Orange does not have any apps that use location data associated with an individual.
Throughout the duration of the contract, Orange Luxembourg will collect your payment data as well as your payment or top-up history if you are a prepayment customer.
Orange will retain a history of your communications with customer services.
Orange will supplement this information about you with demographic information from various sales agents.
All the information collected will be stored and managed on systems controlled by Orange Luxembourg, 8 rue des Mérovingiens L-8070 Bertrange.
What about the confidentiality of communications?
Orange’s employees and partners have no access to the content of your communications over the Orange network, such as the content of calls, emails, texts or internet sessions, etc. This information is encrypted while it is transferred over the Orange network. It is, in any event, protected by the secrecy of telecommunications.
Calls to Orange’s customer services may be recorded for monitoring purposes and to improve the quality of Orange’s customer service and may be used as evidence in commercial disputes.
How does Orange use your personal data?
Orange uses your personal data to provide the services for which you have signed up and to offer you services that are tailored to your needs. Orange uses personal data for, amongst other things:
Does this also apply to B2B customers?
Are personal data transferred to third parties?
Orange will not disclose your personal data to its commercial partners.
What are my rights as a customer?
What about our website?
To enable us to continually improve our website and adapt it to your needs, we need to collect some information about the general use of our website, such as which areas are visited most frequently, the visit length and the average visit length.
We use the following technical means to do this:
Use of an IP address: An IP (Internet Protocol) address is a number automatically assigned to your computer when you browse the internet. The servers which manage all the pages on the internet are able to use this number to identify your computer. This enables us to obtain detailed reports on access to the website, broken down by IP address. We do not, however, establish any link between the IP address and the personal data collected.
Cookies: These are elements of information which many websites, when visited, transfer to the hard disk of the visitor’s computer. By saving your preferences while you are visiting a website, cookies make browsing easier and quicker. However, please note that: