Orange Privacy and Cookie Policy

The following provides details about our Privacy and Cookie Policy.

Orange treats your privacy seriously. We use the personal information that we collect from you in accordance with this Privacy and Cookie Policy. We are subject to the data protection legislation and are registered with the Information Commissioner's Office.

Who we are
'Orange', 'We' or 'we' means Orange Home UK Limited and other companies owned by France Telecom. Some of the France Telecom 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, but does not apply to the third party companies, individuals, organisations or other websites to which Orange links to. These sites operate their own privacy policy. We urge you to read these carefully.

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.

Consent
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 notified in writing to our customers and also 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. (i.e. 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 information
We may use your information to confirm that your orders have been received, 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 web sites and recommend goods or services to you. We also use the information to help us develop our offers and the layout of our web sites 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 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.

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 Orange may use this information along with your preferences to tailor content, services and offers for you.

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
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.

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.

Cookies explained
A cookie is a piece of information that is stored on your computer's hard drive by your web browser. On revisiting our site our computer server will recognise the cookie, giving us information about your visit.

When we use cookies

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
For visitors to our web site, we use cookies to collect information. Our servers use two different types of cookies. The first type is known as a 'session-based' cookie and is allocated to your computer only for the duration of your visit to our web site. It helps you to move around the web site faster and, if you're a registered customer, it allows us to give you information relevant to your selected Orange service. This cookie automatically expires when you close down your browser.
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:
Limit how often you see a particular advertisement or announcement on our web site Identify your preferences when customising content for you Provide you with relevant self-help information Record how many times you visit a page or advertisement Limit and record how often you can vote in our polls Confirm you are a registered user and save your login details when accessing certain services on our website Collect statistics on the use of our services We may also use cookies and web beacons to ensure that our mailing tools are working properly Other companies which advertise or offer their products or services on our web sites will also allocate cookies to your computer.

These cookies are used:
To serve advertisements on our site and track whether these advertisements are clicked on by users To control how often you are shown a particular advertisement To tailor content to your preferences To count the number of anonymous users of the site To provide security within shopping baskets or transactions The types of cookies they use and how they use the information generated by them will be governed by those companies' Privacy Policies. We have no control over these.

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 link below for instructions. Take care to ensure that the instructions you select match the type and version of your browser software:

Microsoft Internet Explorer 6
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

For more detailed information on these options under Internet Explorer 6, please visit the Microsoft website.

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 1.0
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'

Netscape 7
1. Select 'Edit' from the main task bar then 'Preferences'
2. Expand 'Privacy & Security' in the category menu and click 'cookies'
3. Select the requried option under 'Cookie Acceptance Policy'
4. Click 'OK'

How you can manage your privacy preferences
If you'd like to change your current privacy settings for electronic mail you can do so by unsubscribing to the address provided in each message or by opting in to receive these messages by contacting Orange.

If you'd like to stop receiving telemarketing calls from us and other companies, please contact the Telephone Preference Service on 0845 0700707 or email the TPS and register your phone number(s).

If you'd like to stop receiving direct marketing mailers from us and other companies, please contact the Mail Preference Service, via their website

If you'd like us to stop processing your information for marketing purposes please write to Orange customer care at the address below.

How to find out what personal information we hold about you
If you want to know what personal information we hold about you and how it is processed, please follow these steps:

(a) 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. Please note that we'll require your contact details in order to respond to your enquiry, however, this information will not be used for any other purposes.

(b) Enclose a cheque for £10 payable to Cable & Wireless UK. Cable & Wireless is the company that manages these requests on behalf of Orange.

(c) If you want specific information, please tell us, because this will speed up our reply. Please also give us any relevant details to help us find the information you're looking for.

Customer feedback
You'll be pleased to learn that we take all your feedback and complaints seriously. If you'd like to ask us about the way we use your data, or like to make any amendments to the information we hold about you, contact us.