PRIVACY & COOKIES

 ‘HQ TELECOM’ means HQ TELECOM company, registration number 04792871 registered at Unit D4, Braintree Road, Ruislip, HA4 0EJ.

‘Customer’ means the person or body corporate contracting HQ TELECOM to supply the Service(s) under this Contract.

‘Third Person’ means someone who is not you or us.

‘Service’ or ‘Services’ means the supply, connection and provision of the Services and equipment as indicated in HQ TELECOM’s terms and conditions.

HQ TELECOM is committed to respecting your privacy. HQ TELECOM takes privacy, security and complying with data protection and privacy laws seriously.

PERSONAL INFORMATION COLLECTED BY HQ TELECOM

The information we collect and how it is collected can vary depending on the products and Services used and subscribed to, how the products and Services are used, and how you have interacted with HQ TELECOM even if you are not a Customer, or what HQ TELECOM has obtained from a third party with permission to share it.

• HQ TELECOM will process your personal data based on:

1. The performance of your contract or to enter into the contract, to take action on your requests and to conduct credit checks when you apply for a product or Service.
2. HQ TELECOM’s legitimate business interests, for example, fraud prevention, maintaining the security of the network and Services, direct marketing, and the improvement of HQ TELECOM’s Services. Whenever HQ TELECOM relies on this lawful basis to process your data, HQ TELECOM assess their business interests to make sure they do not override your rights.
3. Compliance with a mandatory legal obligation, including, for example, accounting and tax requirements and regulations in relation to electronic communications and financial Services, which are subject to strict internal policies (such as retention periods), procedures, and the right to restrict usage of your data, which control the scope of legal assistance to be provided.
4. Substantial public interest, for example, to assist with detecting and preventing fraud, tax evasion and financial crime, or to safeguard the economic well-being of certain individuals.

Consent you provide where HQ TELECOM does not rely on another legal basis. Consent may be withdrawn at any time. When you give your consent, you will be given details on how to change your mind or visit the ‘Your rights’ section of this policy for more information.

Your personal information may be collected when you, for example:

1. Buy or use any of HQ TELECOM’s products and Services
2. Use HQ TELECOM’s network or other HQ TELECOM products and Services
3. Register for a specific product or Service
4. Subscribe to newsletters, alerts or other Services from us
5. Contact HQ TELECOM through various channels, or ask for information about a product or Service
6. Take part in a competition, prize draw, event or survey
7. Visit or browse HQ TELECOM’s website or other HQ TELECOM Group websites
8. Have given permission to other companies to share information about you
9. Where your information is publicly available
10. Are the customer of a business that we acquire

HQ TELECOM also collects information from certain organisations, where appropriate and to the extent there is legal grounds to do so. These include fraud-prevention agencies, business directories, credit check reference/vetting agencies, billing calculating agencies and connected network providers.

HQ TELECOM uses cookies and other techniques such as web beacons.

The types of information HQ TELECOM may have are, where applicable:

1. Name, address, phone and/or mobile number, date of birth, gender, information about your property or household, and email address.
2. Credit or debit card information, information about your bank account and other financial information. We’ll collect the data necessary to process a payment whenever you make a purchase.
3. Traffic data. This is data HQ TELECOM sees as part of providing you with connectivity, like the numbers you call, the time and duration of the call or how you are using data.
4. Location data. This can be precise where it uses Global Positioning System (GPS) data or by identifying nearby mobile phone masts and Wi-Fi hotspots and you enable location-based Services or features. Or less precise where, for example, a location is derived from your IP address or data such as a post code or name of a town or city.
5. Your contract with HQ TELECOM.
6. Your account information, such as dates of payment owed or received, subscriptions you use, account numbers or other information related to your account or included in My HQ TELECOM.
7. Credential information – HQ TELECOM may collect passwords, hints and similar security information used for authentication and access to accounts and Services.
8. Information obtained from other sources, such as credit agencies, fraud-prevention agencies, and from other data providers.
9. In some cases (where permitted by law), special categories of personal data or personal data relating to criminal convictions and offences.

HQ TELECOM will also get information about how you use HQ TELECOM’s products and Services, such as:

1. The level of Service that you receive – for example, network or Service faults and other events that may affect HQ TELECOM’s network Services or other Services.
2. Details of use of the specific Services or products. This includes the number called or sent a text or picture message to, the length, date and time of that call, text or picture message and approximate location at the time that the communication takes place (based on the location of the nearest cell). The same is also recorded every time an incoming call or message is received.

HOW THE INFORMATION IS USED

HQ TELECOM will use the information for the following purposes:

To provide you with your Service:

1. Processing your order and providing you with your products and Services.
2. Billing and customer care.
3. Service messages.
4. Providing roaming Services.

To improve HQ TELECOM’s Service:

1. Improving and innovating HQ TELECOM’s products and Service.
2. Managing HQ TELECOM’s networks and understanding network usage.
3. Marketing.
4. Research and analytics.
5. Credit checks, fraud prevention and security.

HOW YOUR INFORMATION IS SHARED

• Where applicable, HQ TELECOM shares information about you with:

1. Partners, suppliers or agents involved in delivering the products and Services you have ordered or used.
2. Companies who are engaged to perform Services for, or on behalf of, HQ TELECOM.
3. Credit reference, fraud-prevention or business-scoring agencies, or other credit scoring agencies.
4. Debt collection agencies or other debt-recovery organisations.
5. Law enforcement agencies, government bodies, regulatory organisations, courts or other public authorities if we have to, or are authorised to by law.
6. A third party or body where such disclosure is required to satisfy any applicable law, or other legal or regulatory requirement.
7. Emergency Services (if you make an emergency call), including your approximate location.
8. Other third parties when you are signing up to their Service and it is used by them for authentication and fraud-prevention purposes.
9. Third parties that HQ TELECOM may use to serve you marketing.

Fraud management and law enforcement:

1. HQ TELECOM will release information if it’s reasonable for the purpose of protecting HQ TELECOM against fraud, defending HQ TELECOM’s rights or property, or to protect the interests of HQ TELECOM’s Customers.
2. HQ TELECOM may need to release your information to comply with legal obligations to respond to the authorities’ lawful demands.

YOUR RIGHTS

If you have a question or cannot find the answer elsewhere, please contact HQ TELECOM’s Customer Services about:

1. Your right to access personal data.
2. Your right to correct personal data.
3. Your right to data portability.
4. Your right to object to use of personal data.
5. Ability to opt out of marketing messages.
6. Managing cookies.
7. How to lodge a complaint.
8. Right to restrict use of your data.
9. Right to erasure.