Our Privacy and Cookies Policy

The basics

Personal information we collect about you

The information we collect about you and how we collect it can vary depending on the products and services that you use and subscribe to, how you have used the products and services, and how you have interacted with Vodacom even if you aren’t a customer, or what we have obtained from a third party with permission to share it with us.

Vodacom will process your personal data based on:

  1. The performance of your contract or to enter into the contract and to take action on your requests. For example, so you can make calls and texts, and browse the internet on your phone, we process things like the numbers you dial, how much data you’re using and when you’re doing it so we can provide connectivity. This also enables us to generate your bill, based on your usage. We also need to conduct credit checks when you apply for a product or service.
  2. Vodacom’s legitimate business interests, for example, fraud prevention, maintaining the security of our network and services, direct marketing, and improvement of our services. Whenever we rely on this lawful basis to process your data, we assess our business interests to make sure they do not override your rights. Additionally, in some cases you have the right to object to this processing. For more information, visit the Your Rights section of this policy.
  3. Compliance with a mandatory legal obligation, including for example accounting and tax requirements, which are subject to strict internal policies (such as retention periods), procedures, and your right to restrict usage of your data, which control the scope of legal assistance to be provided; or
  4. Consent you provide where Vodacom does not rely on another legal basis. Consent may be withdrawn at any time.

We will collect your personal information when you, for example:

  • • Buy or use any of our products and services;
  • • Use our network or other Vodacom products and services;
  • • Register for a specific product or service;
  • • Subscribe to newsletters, alerts or other services from us;
  • • Contact us through various channels, or ask for information about a product or service;
  • • Visit or browse our website or other Vodacom Group websites;
  • • Have given permission to other companies, such as our business or joint-venture partners as well as our third-party suppliers or contractors, to share information about you;
  • • Where your information is publically available; or
  • • Are the customer of a business that we acquire.
We also collect information from certain organisations, where appropriate and to the extent we have legal grounds to do so. These include fraud-prevention agencies, business directories, credit check reference/vetting agencies, billing calculating agencies and connected network providers.

We use cookies (small text files stored in your browser) and other techniques such as web beacons (small, clear picture files used to follow your movements on our website). For more details on this and how to opt out of these, please see the Cookies section of this policy.

The types of information we may have are, where applicable:

  • • Your name, address, phone and/or mobile number, your date of birth, gender and email address;
  • • Your credit or debit card information, information about your bank account and other banking information – for example, you’ll have to give us this information when you open an account with us. We’ll collect the data necessary to process a payment whenever you make a purchase;
  • • Your traffic data. This is data we see as part of providing you with connectivity like the numbers you call, the time and duration of the call or the amount of data you are using;
  • • Your 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;
  • • Your contact with us, such as a note or recording of a call you make to one of our contact centres, a Live Chat, an email or letter sent, or other records of any contact with us;
  • • 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 MyVodacom; Credential information – we’ll collect passwords, hints and similar security information used for authentication and access to accounts and services;
  • • Your preferences for particular products, services and lifestyle activities when you tell us what they are, or we assume what they are, based on how you use the products and services;
  • • See Cookies for details on what we collect using cookies, web beacons and other technologies, including ad data;
  • • Your browsing history. If you have given your permission, Vodacom collects the categories of website you have browsed on your mobile, device or PC, for example Sports, Music or News. However, we don’t have a history of the sites you browse, as this is limited for a short period of time to enable the connection to be made. We use these interests to send you personalised marketing or show you personalised advertising. You can opt out of advertising through Cookies
  • • Information we obtain from other sources, such as credit agencies, fraud-prevention agencies, and from other data providers. This includes demographic data, interest based data, and internet browsing behaviour.

We’ll also get information about how you use our products and services, such as:

  • • The level of service that you receive – for example, network or service faults and other events that may affect our network services or other services;
  • • Details of your use of the specific services or products, for example:
    • Every time you use your mobile phone, a record is kept. This includes the number you called or sent an SMS or MMS to, the length, date and time of that call, SMS or MMS and your approximate location at the time that the communication takes place (based on the location of the nearest cell that you sent that call or message from). The same is also recorded every time you receive an incoming call or message. We don’t, however, keep a record of the content of your calls or messages.

How we use your personal information

We will use your personal information for the following purposes:

1.To provide you with your service
    Processing your order and provide you with your products and services
  • • To process the products and services you’ve bought from us, and keep you updated with the progress of your order;
  • Billing and Customer Care
    • • To bill you for using our products and services, or to take the appropriate amount of credit from you;
    • • Contact you if the billing information you provided us with is about to expire or we’re not able to take payment;
    • • To respond to any questions or concerns you may have about our network, products or services.
    Service messages
    • • We will contact you with customer service messages to keep you updated with current information about products and services you’ve purchased. For example, changes to our terms and conditions, price plan and data use, upgrade you might be entitled to, roaming or service interruptions.
    Provide Roaming Services
    • • To improve your roaming experiences, to ensure that we’re meeting our commitments around fair use, to detect and resolve fraudulent use of our networks (and our partner roaming networks) and to solve technical issues if you are experiencing.
    • • To understand how Vodacom is performing in providing roaming services, whether Roaming Services and related products are working as intended, or whether improvements are needed to make roaming better. Vodacom uses personal data such as your name, email address, password, mobile phone number and call records in order to do this. Vodacom creates aggregated and statistical management reports from this information that do not identify you individually. Vodacom may also take this personal data and anonymise it so that more in-depth analysis of our roaming services can be undertaken. This helps Vodacom to develop its roaming services for customers without identifying users in an individual way.
    2. To improve our service
      Improving and innovating our products and services
    • • We collect anonymous, de-identified or aggregate information in order to improve the service we offer to everyone. None of these analytics are linked back to you in any way.
    • Manage our networks and understand network usage
      • • To protect our networks and manage the volumes of calls, texts and other uses of our networks. For example, we identify peak periods of use so we can try and ensure the networks can handle the volume at those times;
      • • To understand how you use our networks, products and services. That way we can seek to review, develop and improve these, develop more interesting and relevant products and services, as well as personalizing our products and services.
      3. Marketing & tailoring our service to you
      • • As our customer, we will keep you informed generally about new products and services, send you newsletters or white papers, invite you to participate in a survey or let you know about offers, promotions, prize draws or competitions. We tailor these messages based on the sorts of products and services you’ve bought from us (for example, we know not to market to you if you’re in the middle of your phone contract).
      • • We can further tailor these messages using your calling and messaging activities, location information and browsing information, if you have authorised that we process this information for this purpose;
      • • If you have given your permission, we will also contact you to let you know about products and services of other Vodacom Group companies and those of other companies which we think may interest you unless you opt out of such marketing messages from us;
      • • We’ll contact you by post, online, phone or push notifications through our apps.
      • • You can control your Marketing permissions and the data we use to tailor these communications at any time when receiving marketing messages.
      • Advertising online
        • • To deliver advertising that is relevant to you, you’ll also see targeted advertising online based on the use of cookies. This is known as interest-based advertising. It can be on websites belonging to the Vodacom Group, those of other organisations as well as other online media channels such as social media sites. We may also combine data collected via the cookies with other data we have collected. If you don't want any information processed through the use of cookies, check our Cookies section. It explains how to control and opt out of cookies.
        • • Remember that opting out of interest-based advertising won’t stop advertisements from being displayed – but they won’t be tailored to your interests.
        Research and analytics
          We use a variety of analytics methods including what is commonly referred to as “Big data analytics”. Big data analytics are mathematically driven analysis techniques on large and varied data sets (that is why it is “big” data) to uncover hidden patterns and hitherto unrevealed trends. At Vodacom we take governance of big data analytics seriously. Our data scientists are required to sign up to a Code of Ethics. We have a strict use case process that requires that privacy and data protection law checks are carried out before any use case commences. We have strict rules ensuring that personal information is anonymised or de-identified at the appropriate stage in the process.
            We use our analytics to:
          • • Market research and to carry out research and statistical analysis including to monitor how customers use our networks, products and services on an anonymous or personal basis;
          • • Provide reports to third parties (such reports don’t contain information which may identify you as an individual). These can be to third parties such as content providers and advertisers or as part of Vodafone Analytics.
          4. Profiling
            We will sometimes need to profile you, for credit, fraud and security purposes.
              Credit checks and ID
              • • We will carry out a credit check when you apply for a contract for any products or services with us.
              • • We will also use your personal information for identity verification purposes, for access to your account and for general account management. We sometimes supplement the information we collect about you with information from other sources to assess the accuracy of the information that we hold;
              • Fraud Prevention & Security
                • • We will process your traffic data in order to protect against and detect fraud, to protect and detect misuse or damage to our networks, to recover debts or trace those who owe us money resulting from the use of our services.

How we share your personal information

Where applicable, we share information about you with:
  • • Companies in the Vodacom Group
  • • Partners or agents involved in delivering the products and services you’ve ordered or used;
  • • Companies who are engaged to perform services for, or on behalf of, Vodacom Tanzania Public Limited Company, Vodacom Group or Vodafone Group;
  • • Credit reference, fraud-prevention or business-scoring agencies, or other credit scoring agencies;
  • • Debt collection agencies or other debt-recovery organisations;
  • • Law enforcement agencies, government bodies, regulatory organisations, courts or other public authorities if we have to, or are authorised to by law;
  • • A third party or body where such disclosure is required to satisfy any applicable law, or other legal or regulatory requirement;
  • • Emergency services (if you make an emergency call), including your approximate location;
  • • Third parties for joint promotions with that third party;
  • • Partner organisations we’ve carefully chosen so they can contact you about their products and services (which may or may not include Vodacom products and services). We’ll ask for your consent before sharing this information;
  • • Other third parties when you are signing up to their service and it is used by them for authentication and fraud-prevention purposes;
  • • Third parties that we advertise with, such as Facebook, in order to serve you advertisements online;
  • • Third parties that we use to serve you marketing.
Fraud management and law enforcement
  • • We will release information if it’s reasonable for the purpose of protecting us against fraud, defending our rights or property, or to protect the interests of our customers.
  • • We also may need to release your information to comply with our legal obligation to respond to the authorities’ lawful demands. Your personal data shall only be provided when we in good faith believe we are obliged to do so in accordance with the law and pursuant to an exhaustive evaluation of all legal requirements.
Mergers and Acquisitions
    If we’re reorganised or sold to another organisation we will provide your information to that organisation.
Third parties that we work with
    Where you’ve purchased Vodacom products and services using a third party or partner organisation, we often need to exchange information with them as part of managing that relationship and your account – for example, to be able to identify your order and be able to pay them.

      If we have a contract with a service provider or contractor to provide us with services or provide a service on our behalf, and they may have access to your personal information, we don’t authorise them to use or disclose your personal information except in connection with providing their services.

        We collect and combine information in order to monitor your use of products and services, and that of our other customers, as well as to help us to improve the quality of our products and services. We provide this information to third parties (for example, to content providers and advertisers) but any such third party reporting shall not include information which may identify an individual customer.

How long we keep your personal information for

    We’ll store your information for as long as we have to by law. If there’s no legal requirement, we’ll only store it for as long as we need to.

Keeping your personal information secure

    We have specialised security teams who constantly review and improve our measures to protect your personal information from unauthorised access, accidental loss, disclosure or destruction.

      Communications over the internet (such as emails) aren’t secure unless they’ve been encrypted. Your communications may go through a number of countries before being delivered, as this is the nature of the internet.

        We cannot accept responsibility for any unauthorised access or loss of personal information that is beyond our control.

          We’ll never ask for your secure personal or account information by an unsolicited means of communication. You’re responsible for keeping your personal and account information secure and not sharing it with others.

            Our website may provide links to third-party websites. We cannot be responsible for the security and content of such third-party websites. So make sure you read that company’s privacy and cookies policies before using or putting your personal information on their site.

              The same applies to any third-party websites or content you connect to using our products and services.

                You may choose to disclose your information in certain ways such as social plug-ins (including those offered by Google, Facebook, Twitter and Pinterest) or using third-party services that allow you to post reviews or other information publicly, and a third party could use that information.

                  Social plug-ins and social applications are operated by the social network themselves and are subject to their own terms of use and privacy and cookies policies. You should make sure you’re familiar with these.

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