Privacy policy

Identification

  • Name: Orange Espagne, S.A.U.("Orange")
  • Tax ID number: A-82009812
  • Registered office: Paseo del Club Deportivo 1, Parque Empresarial La Finca, Edificio 8, 28223 Pozuelo de Alarcón (Madrid)
  • Registered in the Companies Register of Madrid: Volume 13,183, Page 129, Sheet M-213468.
  • Data Protection Officer (DPO): The user can contact the DPO in writing to ORANGE's address or by email to orangeproteccion.datos@orange.com with the reference "DPO Office."

1. Privacy statement

ORANGE knows how the importance of you knowing how we use your personal information and how we share it. This Privacy Policy is intended to help you understand what data we collect, why we process it and our efforts to protect it. We appreciate the trust that you place in us to process your data with the appropriate guarantees and according to the principles of transparency, minimisation and limitation of purpose, accuracy, integrity and confidentiality, as well as respecting the other obligations and guarantees established in Regulation (EU) 2016/679 of the European Parliament And of the Council of 27 April 2016 on the protection of natural persons with regard to the processing of personal data and on the free movement of such data and in Español Basic Act 3/2018, of 5 December, on data protection and guaranteeing digital rights.

The personal data provided by the customer or user will be processed as described in detail below.

2. What data do we process and where does it come from?

  • Data you have provided us directly.
  • At ORANGE we process the data you have provided us as a customer when purchasing our products and services or, as a user, information you have provided us in the forms on the website www.orange.es, such as: username and password, your full name, email address, telephone number, etc., and any other information provided during the course of the contractual relationship.
  • Data collected automatically via cookies
  • Information derived from products and services you have purchased such as: data on browsing and use of digital channels, data related to your contact with ORANGE, location data, TV audience data, etc. We also collect data automatically when you visit or browse our website, and may collect information via cookies (small text files stored in your web browser) or data storage and retrieval devices on browsing. For more details on how we use these cookies and how to configure them, please see our cookies policy.
  • Data obtained from external sources
  • Information to analyse the economic viability of your applications and operations, obtained from credit information systems (Asnef-Equifax Servicios de Información sobre Solvencia y Crédito S.L and Experian Bureau de Crédito, S.A.) and information from fraud prevention information systems, such as the HUNTER system (Español Association of Companies against Fraud); In addition, provided you have given us your explicit consent, we will use other sources of information to enrich your marketing profile, which will allow ORANGE to take automated decisions.

3. What is the purpose and basis on which we process a user's personal data?

The personal data provided by the customer or user will be processed by ORANGE to properly manage the products and services you request and purchase from us, and for other additional purposes as provided in this privacy policy, in accordance with the following bases:

  • Purposes based on compliance with the commercial or institutional relationship and execution of the contract. Those necessary to provide telecommunications services, maintain and manage the relationship in order to comply with the provisions of the contract signed between the parties, such as those detailed below:
    • Manage user registration and allow access to the activities and tools available through the Orange (My Orange) website orange.es and mobile applications.
    • Register as a user, and for developing, maintaining and managing the pre-contractual and contractual relationship with ORANGE.
    • Manage, process and respond to requests, incidents or queries from the user, when the latter provides his/her data via the forms provided for this purpose on the orange.es website
    • Analyse the User's traffic data to secure the network, preventing illegitimate interference or fraudulent use of services, as well as improving the service we provide you, carrying out statistical analyses that are anonymised and not associated with any personal information, and processing global usage data.
    • ORANGE periodically sends satisfaction surveys to certain customers on the service they have received, the clarity of their bill, the quality of the mobile network or fibre, etc.
  • Purposes based on legitimate interest. Those pursued by ORANGE to satisfy legitimate interests, provided that they are within the reasonable expectations of the customer, that they do not prevail over those interests in the interests, rights and fundamental freedoms of the data subject. You may exercise your right to object to this type of processing at any time, as described below:
    • Perform a risk analysis prior to purchase, in order to allow or reject the purchase of our services. To do this, we may make automated decisions based on consulting your data in credit information files that allow profiles to be drawn up taking these solvency and risk analyses into account.
    • Similarly, in the event of non-payment, we may disclose your personal data associated with a debt to entities responsible for these credit information systems for publication in the Asnef and Badexcug credit files.
    • Carry out traffic controls and draw up "risk profiles" as well as other prevention actions, to avoid fraudulent uses that put the safety of the company at risk. They will also be used to prevent situations in which the customer could be harmed as a result of fraudulent actions by third parties. To do this, we may analyse, using mathematical algorithms (automated processing), the data relating to the average consumption, payment behaviour, and similar, to allow us to assign consumption limits per contracted line. The data will refer to the last 3 years.
    • Conduct satisfaction surveys and market research aimed at finding out customers' retail preferences and interests.
    • To develop a "basic marketing profile," we will analyse your preferences using the data taken from the provision of the service, consumption and average billing of the products, as well as television audiences and/or other devices, that form part of the offer you have purchased with ORANGE, for the sending of customised marketing communications from us and third parties, via any means. In relation to the above, ORANGE may analyse the customer's available data during the life of the contract, to include estimates of the preferred purchasing channel; if the customer does so online, their rate of cessation, age and gender, as well as consumption and television audience data on the different devices used, as well as any other data of a similar type.
    • Communicate your data to Orange Group companies in Spain, so that they can process it for marketing purposes for products and services of the same nature as those contracted, and to send you advertising to enjoy the advantages of their products. These marketing communications may be sent by any means, including electronically.
  • Purposes that require consent. ORANGE will request the express and unequivocal consent to process your data for the following purposes:
    • To use your browsing, traffic and location data, in order to analyse your preferences and to be able to complete your "marketing profile" with this data, and thus greater customise the marketing communications we send you. Please note that browsing data is the technical data associated with web visits, including IP address, connection date and time, DNS request, etc.; Traffic data is the source and destination no., public and/or private IP address of each connection, MAC address, etc.; And geolocation data is the data associated with the geographical position of the mobile service. The data we process will refer to the last year.
    • To allow ORANGE to send marketing communications suited to my "marketing profile" of products and services of companies with which ORANGE collaborates in the telecommunications, financial, insurance, technology, energy, audiovisual, security, education, leisure, automotive, advertising, large consumption sectors.
    • To manage the presence of your data in the guides and/or consultation services on subscriber numbers in accordance with the data you have supplied to ORANGE.
    • To communicate your personal data, including your "marketing profile" to ORANGE Group companies in Spain, for products and services of a different nature as those contracted, to send you marketing communications to enable you to enjoy the advantages of their products. These marketing communications may be sent by any means, including electronically.
    • So that ORANGE can develop a marketing profile using information provided by third parties, and can take automated decisions based on information on defaults, solvency analysis, purchased products, fraud, etc.
    • To communicate your data, including your "marketing profile," to companies with which ORANGE collaborates in the following sectors: Telecommunications, financial, insurance, technology, energy, audiovisual, security, education, leisure, automotive, advertising, large consumption, to be able to provide you with marketing information adapted to you, related to your location, browsing and consumer habits or payment behaviour, as well as any other information that we may infer about you, provided we have your consent. You can view detailed information on the companies we collaborate with in your customer area. These marketing communications may be sent by any means, including electronically. The data processed in this regard will always respond to the customer's current situation.
  • Purposes in compliance with a legal obligation or public interest:
    • We will use your data on the use of the services and traffic and will keep them to comply with our legal obligations and, where applicable, to attend to them requirements of the state security forces and bodies and the National Intelligence Centre by virtue of the provisions of Español Law 25/2007, of 18 Of October, on storing data relating to electronic communications and public communications networks.
    • Managing number portability processes that involve both the processing of the data by the party making the request and the providing entity, and the communication of data to the portability recipient.
    • Any other legal obligation that may apply, such as those derived from tax, judicial, emergency, etc. obligations.
    • Anonymisation of data or data sets, using techniques and tools that allow aggregated results to be obtained in order to make estimates for statistical purposes, in the public interest or for scientific or historical research.

4. How long will Orange process the user's data?

Orange will process the user's personal data in compliance with the principle of limiting the storage period, for the time necessary to comply with the purposes for which it was collected. Data will be kept for the time necessary to provide the requested services and in accordance with the established limitation periods in legislation in force for the exercise or defence of possible administrative or judicial claims. In these cases, the information will be kept duly blocked with restricted access to certain profiles, with the necessary technical and organisational measures to ensure information security, avoiding its alteration, loss, unauthorised processing or access, taking into account the state of the technology, the nature of the data stored and the risks to which they are exposed. Data will be deleted or anonymised, as appropriate, and in accordance with applicable regulations.

Likewise, in compliance with the obligations under Español Law 25/2007, of 18 October, on storing data relating to electronic communications and public communications networks, ORANGE will store traffic and geolocation data for 12 months in order to comply with disclosure duties in the event of being so required by the relevant judicial authorities.

The period for storing the data processed for profiling will respond to the customer's current situation and in any case will not exceed 12 months.

In cases where we automatically obtain data through cookies, you can limit their use over time by deleting them from browsers or devices. You can see detailed instructions in our cookies policy

5. To whom will the user's data be disclosed?

The User's data may be disclosed to:

  • Public Administrations in the cases provided for by law.
  • State security forces and bodies and the National Intelligence Centre by virtue of the provisions of Español Law 25/2007, of 18 Of October, on storing data relating to electronic communications and public communications networks.
  • Banks and financial institutions to charge for the services offered.
  • Other companies in the business group for internal administrative purposes and the management of contracted products and services.
  • Other related companies and ORANGE Group companies in Spain (you can see the Group companies and their sector of activity at www.orange.es/acercadeorange/orangeespana/grupo-espana) in order for them to be processed by them to send you marketing communications, including by electronic means, provided that we have your consent.
  • Companies with which ORANGE collaborates in the following sectors: telecommunications, financial, insurance, technology, energy, audiovisual, security, education, leisure, automotive, advertising and large consumption, to be able to provide you with marketing information, provided we have your consent.
  • The entities responsible for credit information files to which data relating to defaults and incidents in the payment of products or services purchased from ORANGE or third parties may be disclosed.
  • Recovery companies for the total or partial assignment of the portfolio of debts resulting from the provision of telecommunications services that are unpaid.
  • Entities that process number portability between telecommunications operators.
  • Suppliers and distributors that perform functions necessary for the correct provision of the service, on behalf of and/or on behalf of ORANGE, which may be located outside the European Economic Area, providing in any case the necessary guarantees to ensure an adequate level of personal data protection.
  • The Español ASSOCIATION OF COMPANIES AGAINST FRAUD (HUNTER SYSTEM) will be notified of data relating to product and service applications. This data will be compared with other data from requests for electronic communications services that appear in the HUNTER SYSTEM for the prevention of fraud, with the sole purpose of detecting the existence of potentially fraudulent information within the contract approval process. If inaccurate, irregular or incomplete data is detected, the application will be subject to a more detailed study, and this data will be included as such in the file and may be consulted for the aforementioned purposes by the entities associated with the national HUNTER SYSTEM. The list of companies associated with the HUNTER SYSTEM is available on the website of the SPANISH ASSOCIATION OF COMPANIES AGAINST FRAUD: www.asociacioncontraelfraude.org. The Customer may exercise their data protection rights with the data controller, which is the SPANISH ASSOCIATION OF COMPANIES AGAINST FRAUD, at the following address: Apartado de Correos 2054, 28002 Madrid, by sending a signed request accompanied by a photocopy of a valid identity document.

User liability

The user:

  • Warrants that the data provided to ORANGE is true, accurate, complete and up-to-date. For these purposes, the User is responsible for the accuracy of all the data that they communicate and will keep the information provided duly updated to reflect their actual situation.
  • They will be responsible for any false or inaccurate information provided through the website and for any direct or indirect damage or harm that this causes ORANGE or third parties.
  • If the user provides third party data, they declare that they have the third party's consent and undertake to transfer the information contained in the Privacy Policy to them, exempting ORANGE from any responsibility in this regard. Nevertheless, ORANGE may carry out periodic verifications to verify this fact, adopting the due diligence measures that correspond, in accordance with data protection regulations.

6. Electronic marketing and promotional communications

One of the purposes for which ORANGE processes the personal data provided by users and customers is to send them marketing communications electronically containing information about products, services, promotions and offers, as applicable, based on the legitimate interest of ORANGE or the user's consent.

If the user wishes to stop receiving this type of communications from ORANGE, or revoke the consent given, they can do so in the Customer Area, by sending a request by email to orangeproteccion.datos@orange.com or through our free Customer Service.

7. Exercising your rights

The customer may revoke consent at any time, and may exercise the following rights free of charge:

  • Right of access: You will have the right to obtain confirmation of whether or not personal data that concerns you is being processed and to have access to them.
  • Right to rectification: You have the right to rectify inaccurate or incomplete data that concerns you.
  • Right of deletion: You have the right to delete personal data that concerns you when it is no longer required in relation to the purposes for which it was collected.
  • Right to the portability of your data, as well as to the restriction of processing, in the cases set forth in data protection regulations.
  • Right to object to the processing of your personal data, so that the data controller will have to stop processing them. However, when processing is carried out for research purposes, statistical purposes or data anonymisation processes, the data subject must provide well-founded and legitimate grounds relating to a specific personal situation, to exclude the data relating to the data subject from processing.
  • The right not to be subject to decisions based solely on automated decisions taken by ORANGE. You have the right for an agent to intervene to explain the decision taken through this automated processing, to collect your comments on it and to contest such a decision, where applicable.
  • File a claim regarding the protection of your personal data through the mediation system of the Association for the Self-Regulation of Marketing Communication ( AUTOCONTROL) at the following link www.autocontrol.es/servicios/mediacion or to the Español Data Protection Agency via the website (www.agpd.es), or by writing to C/Jorge Juan, 6, 28001-Madrid.

Data subjects may exercise their rights in writing to ORANGE, Paseo del Club Deportivo 1, Parque Empresarial La Finca, Edificio 8, 28223 - Pozuelo de Alarcón (Madrid), with the Ref. "Data Protection," or by email to orangeproteccion.datos@orange.com attaching a copy of your identity document.

Likewise, the customer may revoke their consent at any time in the Privacy Section of the Customer Area, or by email to orangeproteccion.datos@orange.com attaching a copy of a valid identity document.

8. Security measures

Information security is a firm commitment we make, and in compliance with legislation in force, ORANGE will process the User's data confidentially, upholding the duty to secrecy, and to that end taking all technical and organisational security measures necessary to ensure data security and to avoid alteration, loss or unauthorised processing and access, taking into account the state of technology, the nature of the data stored and the risks to which it is exposed.

Date of publication: 26/03/2021

ORANGE may update this Privacy Policy at any time. This update will be made public by ORANGE, and the customer or user will be informed directly should it affect the consents granted.

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