Privacy Policy

Telcom Group

About this policy

Telcom Group is committed to protecting our customer privacy and takes its responsibility regarding the security of customer information very seriously. We will be clear and transparent about the information we are collecting and what we will do with that information.

This Policy sets out the following:

• What personal data we collect and process about you in connection with your relationship with us as a customer and through your use of our website and online services;
• Where we obtain the data from;
• What we do with that data;
• How we store the data;
• Who we transfer/disclose that data to;
• How we deal with your data protection rights;
• And how we comply with the data protection rules.  
• All personal data is collected and processed in accordance with UK data protection laws.  

Data Controller

Telcom Group is the Data Controller and has an appointed Data Protection Officer (DPO) who can be contacted via email at dpo@telcom.uk. Our registered offices are at NorthStar, 135-141 Oldham Street, Manchester, M4 1LN.

Telcom Group currently consists of:

• Telcom Group Ltd
• Telcom Networks Ltd
• Telcom Infrastructure Ltd
• Telcom Wholesale Ltd
• Pioneer Utilities Ltd
• Clear Fibre Limited
• Luminet Solutions Ltd

GigaBritain® is a wholesale brand of Telcom Group. GigaBritain® provides channel partners and resellers with a full suite of flexible services.

What personal data we collect

Personal data means any information relating to you which allows us to identify you, such as your name, contact details, reference number, payment details and information about your access to our website.

We may collect personal data from you when you contact us or make a purchase for one of our services with us (either directly or indirectly through our trusted third-party partners) or when you contact us.

Specifically, we may collect the following categories of information:

• Name, job title, billing address, work address, e-mail address, telephone number, credit/debit card or other payment details;
• Information about service requirements you may have from us in order to quote for, deliver and operate those services
• Information about services you have with us and the property in which those services are provided (including any contact information provided)
• Information about your company, its size and relevant product or technology requirements
• Information about your support queries;
• Information about your use of our website and customer portal;
• The communications you exchange with us or direct to us via letters, emails, chat service, calls, and social media.
• Contractual history – this includes details about service you have purchased from us

We do not collect Special Categories of Personal Data about you (this includes details about your race or ethnicity, religious or philosophical beliefs, sex life, sexual orientation, political opinions, trade union membership, information about your health and genetic and biometric data).

How we collect your personal data

We use different methods to collect data from and about you including through:

• Direct interactions.
  You may give us your personal data by filling in forms or by corresponding with us by post, phone, email or otherwise. This includes personal data you provide when you:some text
  • Purchase services from us
  • Interact with our sales, support and delivery teams
  • Update your information on our customer portal
  • Subscribe to our mailing list
  • Request marketing to be sent to you
  • Contact us when you have any enquiries about our services
  • Providing feedback

How we use your personal data

Your data may be used for the following purposes:

• Providing products and services you request and to process your order and manage your account
• If we send you communications about the services you have asked for, and any changes to such services. These communications are not made for marketing purposes
• Credit or other payment card verification/screening: we use your payment information for accounting, billing and audit purposes and to detect or prevent fraudulent activities
• Administrative or legal purposes: we use your data for statistical and marketing analysis, systems testing, customer surveys, maintenance and development, or to deal with a dispute or claim
• Customer Services communications: we use your data to manage our relationship with you as our customer and to improve our services and enhance your experience with us
• Provide tailored services: we use your data to provide information we believe is of interest to you, to personalise the services we offer to you, such as special offers we have
• Marketing: from time to time, we will contact you with information regarding promotions and ancillary products via e-communications. You will have the choice to opt in or opt out of receiving such communications by indicating your choice at this stage. You will also be given the opportunity on every e-communication that we send you to indicate that you no longer wish to receive our direct marketing material.

We will only process your personal data where we have a legal basis to do so. The legal basis will depend on the reasons we have collected and need to use your personal data for.

In most cases we will need to process your personal data so we can enter into our contract of service with you during which we will have obtained your consent to do so.

Sharing your personal data

We're serious about our commitment to protecting your privacy so we do not sell any of your personal information to any third parties.

Telcom Group - we will share your personal information in certain circumstances with the other companies within the Telcom Group  so that we can provide you with a high quality, personalised and tailored service (including relevant marketing) across our Group. That includes sharing information with the following group subsidiaries:

• Telcom Networks Ltd
• Telcom Infrastructure Ltd
• Telcom Wholesale Ltd
• Pioneer Utilities Ltd
• Clear Fibre Limited
• Luminet Solutions Ltd

As part of our normal operations we share your personal data with a select set of third parties who play an essential part in enabling us to provide our service to you, such as payment service providers and IT professional services providers. We require all third parties to respect the security of your personal data and to treat it in accordance with the law. We do not allow our third-party service providers to use your personal data for their own purposes and only permit them to process your personal data for specified purposes and in accordance with our instructions.

In specific situations and with your explicit permission, we share contact information and requirement details with a set of approved GigaBritain Wholesale Resale Partners who provide products and services to end user customers on behalf of Telcom Group. Contracts are in place with each partner to ensure a duty of confidentiality and to confirm that appropriate measures are in place to ensure the security of your data.

Security of your personal data

We follow strict security procedures in the storage and disclosure of your personal data, and to protect it against accidental loss, destruction or damage. In addition, we limit access to your personal data to those employees who have a business need to know. They will only process your personal data on our instructions, and they are subject to a duty of confidentiality.

Retention

We will only retain your personal data for as long as necessary to fulfil the purposes we collected it for, including for the purposes of satisfying any legal, accounting, or reporting requirements.

Once the retention period expires, Personal Data shall be deleted.

Profiling and automated decision making

We do not perform any profiling based on personal data that has a legal significant effect. We do not make any decisions about you, using automated means and we do not envisage this changing in the near future. If the situation does change, we will notify you in writing.  

International Transfers

We may transfer personal data to a country not in Europe where data subjects’ rights may not be adequately protected or enforceable. Whenever we arrange for international transfers of data overseas we will ensure the suitable arrangements are in place to provide suitable safeguards for the people whose information we transfer. When we appoint overseas data processors we check that suitable arrangements are in place such as European Commission Adequacy Decisions, Standard Contractual Clauses, or other permitted mechanisms. These transfers include:

• We use Stripe, Inc. to securely store and process payment card information - read more here
• We use CallRail, Inc. to help link phone calls to website visits - read more here

Marketing and preferences

We will only use your personal data to send you marketing material if we have your consent or a legitimate interest to do so.

If you consent (opt-in) to receiving marketing material from us, you can remove that consent (opt-out) at any time by either, clicking on the ‘unsubscribe’ link that appears in all emails we send. If you don’t want to receive texts from us, you can tell us by contacting us at any time. Otherwise, you can always contact us to update your contact preferences.

Your rights

You have the following rights concerning your personal data:

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The right to be informed

We will tell you in clear and plain language when we are collecting, using or sharing information about you

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The right of access

You have the right to know and see what information we hold on you.  A written request is called a “Subject Access Request”.  We have to provide information within one month of your request.

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The right to rectification

You have the right to have incorrect or incomplete information corrected within one month.  This includes any information we have shared with other companies processing data on our behalf.

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The right to erasure

You can request to be forgotten, but this would not be upheld where we have a right to hold information.

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The right to restrict processing

You can ask us to stop using your personal information if you are contesting the accuracy or use of the information.  We have to stop processing this information until we have corrected it or established, we have a legal right to use it.

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The right to data portability

You can request certain information is shared with another organisation.  This only applies to information that is carried out by automation and doesn’t apply to the information we process.

The right to object

You can object to us using your information, but this right would normally apply for customers rather than staff.  For example, customers objecting to direct marketing.

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Rights in relation to automated decision making and profiling

This applied to decisions made entirely by computers, so this doesn’t really apply to Telcom Group at present.

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Where we process your personal data based on consent you have the right to withdraw your consent at any time. You can exercise these rights at any time by contacting us at dpo@telcom.uk. You also have a right to lodge a complaint with the Supervisory Authority (Information Commissioner's Office (ICO) in the UK) about us via www.ico.org.uk, casework@ico.org.uk or 0303 123 1113