Privacy Policy

     
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Welcome

Welcome

We’ve updated our privacy policy to reflect the changes in data-protection laws.  

In a nutshell

Grey boxes like this summarise each section of the privacy policy.

We’ve also created a short version of the entire policy, so you can get all the facts at a glance.

Our privacy policy

Our privacy policy

Please read the policy carefully as it applies to the products and services we provide you with (such as mobile, TV and broadband, passing your details on to the relevant insurance provider and helping to pay other organisations for digital goods or services), our apps and our websites.  It applies to our consumer, sole trader and partnership customers but doesn’t apply to the information we hold about companies or organisations.

It also applies even if you’re not one of our customers and you interact with us as part of running our business, such as by:

  • using one of our products or services – paid for by someone else
  • taking part in a survey or trial
  • entering a prize promotion;
  • calling our helpdesk
  • generally enquiring about our services

If you need to give us personal information about someone else in relation to our products and services, the privacy policy will also apply. And if we need the permission of the other person to use that information, we’ll ask you to check they are OK with this.

Technology is a fast-changing area and can be complicated. We’ve included a glossary which explains the meaning of any technical terms we use. 

Section summary

This privacy policy applies to the products and services we provide you as our customer, but doesn’t apply to companies and organisations that we work with. 

Accessing and updating how we use your information

Accessing and updating how we use your information

You can access and update the information we hold about you using our online form. Once we’ve looked at your request, we’ll let you know when you can expect to hear from us.

We’ll always try to help you with your request but we can refuse if we believe doing so would have a negative effect on others or the law prevents us.  And even though we have to complete your request free of charge, we are allowed to reject requests if

  • they’re repetitive
  • you don’t have the right to ask for the information
  • or the requests made are excessive

If that’s the case, we’ll explain why we believe we don’t have to fulfil the request.

Section Summary

You have the right to access and update the personal information we hold about you. You can also choose when and how we communicate with you and can opt out of marketing messaging at any time.


What kinds of personal information do we collect and how do we use it?

What kinds of personal information do we collect and how do we use it?

The personal information we collect depends on the products and services you have and how you use them. We’ve explained the different ways we use your personal information below.

Section summary

We use your personal information in a number of ways, depending on the products and services you use. For instance, by knowing what EE services you use, we can know what support to provide you with. Your personal information also lets us detect and prevent crimes such as fraud. 

Sharing your information

Sharing your information

Section summary

We share your personal information with other companies within the BT Group, all of which provide the same high level of security and protection. When sharing outside of the BT Group, we make sure that it is protected as far as reasonably possible.

Protecting your information and how long we keep it

Protecting your information and how long we keep it

Section summary

Your personal information is protected by strict security measures and only kept for certain amounts of time depending on individual circumstances.

How to contact us and further details

How to contact us and further details

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Glossary

Glossary

We have included a description of how the technical terms we use are generally interpreted:

  • Aggregated data means grouped information, for example the total number of calls made in a month or total number of   minutes called.
  • Anonymised data means data which has had all personally identifiable information removed. 
  • Apps means an application, such as one you’ve downloaded to your mobile or portable device.
  • BT Group companies and BT Group plc means EE Ltd, Plusnet plc, Openreach Ltd, BT Communications Ireland Ltd, BT Business Direct Ltd, BT Cables Ltd, Tikit Ltd, BT Fleet Ltd, Pelipod Ltd and BT Law Ltd and the areas that make-up BT: Consumer, EE, Business and Public Sector, Global Services, Wholesale and Ventures, Technology, Service and Operations, Group Functions, BT Wifi, BT Shop and MyDonate. 
  • Binding corporate rules are designed to allow multinational companies to transfer personal information from the European Economic Area (EEA) to their affiliates outside of the EEA and to keep to data-protection legislation.
  • Browser records means the types of websites that you visit, as well as the date, time, length of your internet session, cell site and network used, device information, your data usage, your IP address, and the nature of the websites you view.
  • Call records means the date, time, length and cost of your communications, device information, the location the call was made to and from, the network used and the type of communication, including when you make calls abroad. 
  • Cell site means the place where we keep the antennae and communications equipment we use to create a cellular network over which we transmit communications.
  • Content means any part of a communication which shares the meaning of the communication.  This could be the title of an email, the content of a text message or a recording of a voicemail.
  • Cookies are small text files (up to 4KB) created by a website and stored in the user's connected device – either temporarily for that session only or permanently on the hard disk (called a persistent cookie). Cookies help the website recognise you and keep track of your preferences.
  • Data usage means the volume of data you’ve used or what’s included under your service agreement with us.  This can be a download or upload volume.
  • Device information means the MAC address, MSISDN, IMEI, IMSI and advertising identifiers for your device. Device information also means the hardware manufacturer, model and operating system version for the device.
  • EE, we and our means EE Limited, covering all the products and services operated by our three brands in the UK-
    EE, Orange and T-Mobile. 
  • Encryption means scrambling information into an unreadable form that can only be translated back using a special key.
  • IMEI (international mobile equipment identity) is a unique number given to every single mobile-phone
    handset.
  • IMSI (international mobile subscriber identity) a unique number identifying a mobile subscriber.
  • IP address is a unique string of numbers that identifies each device using the internet or a local network.
  • MAC address (media access control address) is a unique identifier assigned to a network connection made to a device.
  • MSISDN (mobile station international subscriber directory number) means a mobile phone number that uniquely identifies a service subscription.
  • Model contracts are standard contractual clauses set by the European Commission. They offer enough protection of people’s privacy, fundamental rights and freedoms when their personal information is moved from within the EEA to outside of it. The contracts keep to data-protection legislation.
  • Personal information means information that identifies you as an individual, or is capable of doing so.
  • Power of attorney refers to the option to choose a trusted friend or relative (or more than one if you want) to act on your behalf. The person you appoint, called an 'attorney', can then use your money to pay bills, sell assets on your behalf and make gifts. In the UK an ‘attorney’ must be registered with the Office of the Public Guardian to be valid.
  • Regulatory obligations means our obligations to regulators such as Ofcom and the Information Commissioner’s Office.
  • TV records means details of the devices you use (including the device information), the channels, programmes and adverts you watch on them, the services you access, how long you watch and what actions you take when doing so, including how you view, record and fast-forward programmes.
  • Tags are an instruction inserted on a website that specifies how the site, or a part of the site, should be formatted and how it’s performing. 

 

Last updated: 7/9/2018
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