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Last Updated 28 September 2010 - Everything Everywhere Limited Copyright © 2010
Who we are
'Orange', 'We' or 'we' means Everything Everywhere Limited trading as Orange (or any organisation that may succeed it), its group companies (the "Orange Group"), their shareholders including but not limited to their ultimate shareholders France Telecom SA and/or Deutsche Telecom AG (the "Shareholders"), Everything Everywhere Limited and the companies in which France Telecom SA have at least a 50% shareholding (the "France Telecom Group") and the companies in which Deutsche Telekom AG have at least a 50% shareholding (the "Deutsche Telecom Group"). We also refer collectively to, Everything Everywhere Limited, the Orange Group. the Shareholders, the France Telecom Group and the Deutsche Telecom Group as "the Group Companies". Some of the Group Companies may be located in countries outside the European Economic Area (EEA).
The services covered by this policy
This Policy only applies to web sites hosted by Orange which comprise the Orange portal service located at www.orange.co.uk and all the personal information collected by Orange from its services and collected from customers when they register for Orange's services. Please read this Policy in conjunction with the terms & conditions of any particular service or services you are using.
What we mean by personal information
When we refer to personal information in this Policy, we mean information that can identify you as an individual or is capable of doing so. By personal information we don't mean general, statistical, aggregated or anonymised information.
Your use of our services signifies your consent to us collecting and using personal information about you as specified below in accordance with this Policy. Should we choose to change our Policy for any reason the changes will be updated on our portal, so that you are always kept informed of how we collect and use your personal information, and when we may disclose it.
How we collect information about you
You may provide personal information when communicating with us (e.g. when you fill out your registration form to become a customer of Orange or any of its services).
You may order a product or a service and give your name, e-mail address, delivery address, credit or debit card number and expiry date so that the order can be processed and your products (or services where appropriate) delivered to you. Sometimes you may be asked for your telephone number.
When you call our Customer Service department, we may monitor or record your calls and store details of the phone number(s) you use to make the call. This information is used to better address your customer service needs.
If you enter a competition or promotion we will ask for your name, address and e-mail address and any other relevant information.
When you connect to the Internet using our services we will collect your Calling Line Identification Number (CLI).
We will collect information about your tastes and preferences both when you tell us what these are and by analysis of customer traffic, including by using cookies (as described below).
It may be that some of the personal information you give us (for instance about your lifestyle or health) is sensitive personal data within the meaning of the Data Protection Act 1998. Any such information ("sensitive information") will only be disclosed with your express consent.
It may be that you provide to us details of credit or debit cards or bank accounts in order to make payments to us. Any such information ("confidential financial information") will be used only for the specific purpose for which it was provided.
How we use your personal information
We may use your personal information to confirm that your orders have been received and to process them, to validate you as a registered customer when using our services and calling our help desk, to prevent and detect criminal activity, fraud and misuse of or damage to our services or networks, to prosecute those responsible and to contact you to invite you to form part of our consumer panel or research groups.
We may use personal information collected about you to personalise your visits to our websites and recommend goods or services to you. Please call Customer Services on 07973 100 150 if you do not wish us to use your personal information as set out in this paragraph.
We also use personal information to help us develop our offers and the layout of our websites to ensure that our services are as useful and enjoyable as possible.
We may also use your personal information and process such information for the purposes of management, research, analysis, corporate reporting, credit scoring and improving business efficiencies.
We may use personal information collected about you to contact you by post, phone and electronic mail (that is email, picture, video, and SMS) about functionality changes to our web site, services or changes to our terms and conditions of use and to communicate with you about your customer benefits and advise you regarding the use of our services.
We may use the personal information collected about you to contact you by post or phone about new customer offers and services. We may also contact you by electronic mail for these purposes subject to any preferences selected by you.
We may on occasion match or combine your Personal Information with Personal Information you have supplied to other Group Companies in order to understand and improve your use of our services and to determine what products, services and promotions are likely to be of interest to you. We may then (except to the extent that you have directed us not to) use this combined Personal Information for providing you with information about goods, services or promotions that may be of interest to you. Please call Customer Services on 150 from an Orange handset or 07973 100150 from any other phone if you do not wish to receive such information from us as set out in this paragraph.
We and/or the Group Companies will use your Personal Information which you provide to us (sometimes together with other information we collect) for providing the relevant products and services to you, administration, advertising, marketing, research, analytics, credit scoring, customer services, tracking your device and web use preferences, profiling your purchasing preferences, corporate reporting, improving business efficiencies and to prevent and detect or investigate criminal activities, fraud and misuse of or damage to our services or networks and to prosecute those responsible. We may disclose your information to our service providers and agents to help us with these purposes.
Please call Customer Services on 150 from an Orange handset or 07973 100150 from any other phone if you do not wish to receive marketing communications from us but remember that this will preclude you from receiving any of our special offers or promotions.
Subject to your preferences in respect of each of our services, selected third parties may use the personal information collected about you to contact you about information that you might find interesting.
Other information we may collect
We may collect network or traffic data related to your use and access to our services. Such data would include - but not be limited to - time spent using our services and your Customer Line Identification Number. This information is used for billing purposes.
We may also use some of this information for research, segmentation of our customer base, marketing our services and to understand and keep you informed about what is the best Internet access package for you according to your use of our services.
We also collect information from visitors to our websites and registered customers to help us improve the websites and services that we make available. The type of information collected includes how many visitors visit our web sites, how many customers log in, when they visited, for how long and which areas of our services. This information allows us to continuously improve our services and develop them according to the taste of our customers and visitors.
The information we collect from visitors to our websites who are not registered users is anonymous and does not include personal information that allows us to identify you as an individual. However, if you are an Orange customer, the information collected from our websites is not anonymous and we may use this information along with your preferences to tailor content, services, advertising and offers for you. Please call Customer Services on 07973 100 150 if you do not wish us to use your personal information as set out in this paragraph.
How long do we keep your information
The periods we keep your information can vary according to the use given to the information. Unless there is a specific legal requirement to keep your information we will not keep it for longer than necessary for the purposes for which the data was collected or for which it is to be further processed.
Disclosing your information to third parties
By using our services you consent to us sharing your information with other Group Companies. They or we may contact you by mail, telephone, electronic messaging services, fax or email to let you know about any goods, services or promotions which may be of interest to you.
Orange reserves the right to access and disclose individually identifiable information to comply with applicable laws, regulations and lawful government requests, to operate its systems properly or to protect itself or its users or solve any customer disputes.
We may provide aggregate statistics about our sales, customers, traffic patterns and other site information to third parties, but these statistics will not include any information that could personally identify you.
We sometimes use other companies to provide some of our services, or to provide services to us or distribute our products. We may share your personal information with these companies, some of whom may provide the services from other countries outside the EEA. These companies can and will process this information on behalf of Orange, only according to our express instructions and applicable data protection legislation.
Where we have your approval to do so, we may pass on your Personal Information which you provide to us (sometimes together with other information we collect) to carefully selected third parties for them to market to you their products and services that may be of interest to you.
We may disclose your Personal Information acting reasonably if we believe such action is necessary, for example, to conform with a legal requirement or comply with a legal process, protect and defend the rights or property of Orange, the Group Companies and its employees, enforce this Policy, or to protect the interests of its users.
We may also disclose or otherwise process you personal information in accordance with applicable law for purposes which we believe are within our legitimate interests and to protect or defend our legitimate interests (for example in civil or criminal proceedings).
If we decide to sell, buy, merge or otherwise reorganise our business, this may involve us disclosing personal information to prospective or actual purchasers, sellers or partners and their advisers.
Without limiting the above, we may disclose your Personal Information acting reasonably to any telecommunications company, debt collection agency, credit reference agency, credit or fraud monitoring scheme, security agency or credit provider a) any disclosure as may be within our Data Protection Act notification registered with the Information Commissioner's Office; b) any disclosure required as a result of an order of any court of competent jurisdiction or by statutory authority or from any regulator and c) any disclosure as permitted under current UK data protection law.
How we protect your information
When you review your account information or order products, Orange offers the use of a secure server. The secure server software encrypts the information that you input before it is transmitted to us. In addition, we have strict security procedures covering the storage and disclosure of your information in order to prevent unauthorised access and to comply with the Data Protection Act 1998. This means that sometimes we may ask you for proof of identity before disclosing any personal information to you.
During the registration process
We allocate cookies during the registration process for our services. These cookies will hold information collected during your registration and will allow us to recognise you as a customer and provide you with the services you require. If your browser is set to reject cookies, you will not be able to register for Orange services. We may also use this data to better understand your interests while online and to personalise your visits to our websites.
On different sections of our portal
The second type of cookie is known as a 'persistent' cookie. These cookies will remain on your computer for a period of time set for each cookie.
This cookie allows us to:
These cookies are used:
How you can refuse or opt out of cookies
Most browsers are set by default to accept cookies automatically, but usually you can alter the settings of your browser to prevent automatic acceptance and prompt you every time a cookie is sent to you or to allow you to choose not to receive cookies at all. If you wish to block cookies, please follow the relevant instructions. Take care to ensure that the instructions you select match the type and version of your browser software:
Microsoft Internet Explorer 6, 7 & 8
1. Select 'Tools' from the main task bar then 'Internet Options'
2. Click on the 'Privacy' tab
3. Choose the level of cookie security you want, ranging from Block All Cookies, High, Medium High, Medium (default level), Low and Accept All Cookies
4. For more detailed information on these options under Internet Explorer 6, please click on the link below. http://support.microsoft.com/support/kb/articles/Q283/1/85.ASP
Microsoft Internet Explorer 5
1. Select 'Tools' from the main task bar then 'Internet Options'
2. Change to the 'Security' tab and click 'Custom Level'
3. Scroll down to the 'Cookies' section and set 'Disable'
4. Click 'OK'
Firefox 2 and 3
1. Select 'Tools' from the main task bar and then 'Options'
2. Click on the 'Privacy' panel
3. Under the 'Cookies' section uncheck the 'Accept cookies from sites' option
4. Click 'OK'
1. Select 'Tools' from the main task bar and then 'Options'
2. Click on the 'Privacy' panel and then click on 'Cookies'
3. Uncheck the 'Allow sites to set cookies' option
4. Click 'OK'
1. Select 'Tools' from the main task bar and then 'Preferences'
2. Click on the 'Advanced' panel and then 'Cookies'
3. Click on 'Never accept cookies'
4. Click on 'OK'
1. Click on the Tools button from the main task bar and then 'Preferences'
2. Click on the 'Security' panel
3. Under the 'Accept Cookies' section click on 'Never'
4. Click on the X in the top right corner to close box
1. Click on the Spanner icon and select 'Options' from the drop down list
2. Select the 'Under the Hood' tab
3. Change the cookie setting to 'Block all cookies'
4. Click on the 'Close' button
2. Click on the "AD COOKIE OPT-OUT" link
3. Ensure you see a "Opt-out completed successfully" message
Questions on Personal Data
If you have any questions about the handling or protection of your Personal Data or your rights under this Policy please contact Customer Services on 0844 871 0079 from any phone or write to Customer Correspondence, PO Box 486, Rotherham S63 5ZX.
Under the Data Protection Act 1998 you are entitled to make a Subject Access Request to find out what personal information we hold about you.
If you would like an application form or more information on how to make a Subject Access Request, please complete the web form on our site at http://www.orange.co.uk/communicate/13409.htm. Please note that we will require your contact details in order to respond to your enquiry, however, this information will not be used for any other purposes.
We will charge a £10 fee towards the cost of this service. We will also require proof of identity. Full instructions will be provided with the Subject Access Request form.