Privacy Policy

VOO cares about the respect of your privacy and the processing of your personal data, hereafter referred to as the « Data », with the greatest care and in all transparency. VOO vows to offer their clients the best security as possible. You will find here below all the information concerning the Data processed by VOO and your rights related to this Data.

Who is my data controller and how to contact him?

It is the association of Nethys SA (Rue Louvrex 95, at 4000 Liège) and Brutélé SCRL (rue de Naples 29 at 1050 Brussels), hereafter jointly named « VOO », who are the responsible controllers of the processing.

These two companies can be reached through the web form located on voo.be under the « contact us » section, or by writing to the Nethys DPD office (Data Protection Department) at the address indicated here above, or to the Brutélé DPD office at the following address :BP 80.000 in Gosselies or directly by email at the following address: privacy@nethys.be.

In order to select the right recipient for your request, please check your contract and who it has been concluded with: Brutélé or Nethys. If you have any questions regarding this privacy policy, don’t hesitate to consult our FAQ section on the VOO website.

This privacy policy will be modified in the future. Therefore, VOO invites you to regularly consult the latest version of this policy which will always be displayed on the VOO website. The policy can also be sent to you upon request to our DPD. In any case, if a substantial modification is brought to this policy, VOO will inform you beforehand through their website or by their usual means of communication. The French version of this policy prevails.

Why is your data processed ?

First of all, VOO processes your Data in order to be able to operate the contract it has with you or to take any pre-contractual measures that are necessary to perform actions such as answering your general enquiries about our services. Therefore VOO collects personal data such as your identification data, your date of birth, your postal address(es), your email address, your phone/cellphone number and your banking information. In order to establish its invoices, VOO also processes the data related to your consumption of our different services. Furthermore, to conclude a contract with you, VOO needs at least your identification and contact data as well as the address to which the service will be delivered.

When you become a VOO client, data such as your subscriber number, an easyswitch ID, a SIM card number, a modem ID number, a decoder ID number will also be attributed to you. In the same way, if you have not yet subscribed to VOO but you have general questions which you sent to VOO through their website, they will request your email address or phone number in order to answer. Unless you object, VOO will keep this data in order to inform you about their services.

VOO also processes data according in its legitimate business interests. For example, so as to know their clients better and improve their services; to measure your satisfaction; to answer your demands to the fullest, for marketing purposes, to ensure the smooth running of their network and services and to prevent & detect frauds or to prevent security breaches. As such, VOO keep track of all contacts they had with you through their different channels. Certain phone calls to their services are also recorded in order to evaluate the quality of the answer that was given to you.

Your usage and services consumption behaviours are also collected in order to offer you recommendations for television programs, to offer you advantages or to offer services and/or options which meet your expectations. VOO also uses your Data to build their aggregated data so as to establish reports on trends and usages of their services, such as frequently watched channels or the volume of your internet consumption. The information VOO extracts from these analyses is used to evaluate and enhance their services. VOO will not make any decision based solely on automated processing (decision making processing) that might have legal effects concerning you or that would affect you in a significant manner. However, VOO does perform profiling that is then used for contract conclusion or to operate contracts. Therefore, evaluations of your socio-economic situation are established based on your socio-demographical situation and statistics.

Numerous legal and regulatory obligations force VOO to process and retain certain Data such as invoices (accounting and tax obligation), traffic data related to your communications, and localization data (specific obligation for telecom providers). In that regard, rest assured, the latter (Data) is only retained for the purposes defined by law such as answering judicial authorities or intelligence services enquiries, verifying the proper running of VOO network or processing emergency calls.

In certain cases VOO will process your Data upon reception of your consent. In that case, you will be adequately and specifically informed, at the moment your consent is asked, as to the reasons why VOO wishes to use this Data. Furthermore, you should know you may withdraw your consent at any time and without any reason. However, this will not affect the lawfulness of the processing that has been executed before the consent withdrawal.

Where does the Data come from ?

The great majority of processed Data is collected with you, either directly if you’ve handed over information to VOO or indirectly if they are collected through the usage you make of VOO services. Certain data are also given to VOO by third parties, with your consent. These are contact data (phone number or email) which allow VOO to contact you and offer you services if you are not yet a registered subscriber.

In certain cases VOO also collects Data which have been made public on the internet. These are socio-demographic data such as age, gender, city, data related to your interests or related to your behaviour on the Internet (number of clicks, time of visit, pages visited on the VOO website (voo.be), on the forums or on the VOO Facebook page).

This Data allows us to establish profiles in order to offer targeted advertisement or to enhance the attractiveness of our services, websites and platforms. Know that this data is collected in an aggregated manner so that no connection can be established with your person.

How long is my data retained ?

The period of time Data will be retained depends upon the reason for which they will be / are processed. The majority of the Data related to your contract are retained for the length of the contract and during a period of principle of ten years after the contract ended. The traffic data are retained until the end of a possible dispute period of the invoice or until the end of the period during which an action may be brought to obtain payment; the localization data are retained as long as necessary to perform the specific localization or traffic data services. The connection and access data to the network terminal equipment and user or subscriber identification data are retained for a period of 12 months. The surveillance camera’s data which are located in some of the VOO sales points and the conversations with VOO’s employees are retained for a maximum of one month. The prospection marketing data are retained for one year. In some cases, where it is required by law or in order to safeguard VOO rights and interests, for example in cases of legal disputes, Data may be retained for a longer period of time, as they will be necessary for the pursuit of the aforementioned purposes.

VOO relies on different service providers who, in certain cases, will have access to some of your Data. For example, VOO calls out for independent installers or technicians; the generating of invoices and their mailing are also done by a third party provider as well as parts of the website & forums management. Our call centers are operated by third party partners or other companies of the Nethys group.

VOO also relies on independent resellers and communicates certain Data to third parties in order to recover outstanding claims or to establish data analyses and statistics. Certain Data may also be communicated to partners as part of commercial actions, such as granting a price to the winner of a contest. Some Data may also be transmitted to insurance companies in case of a disaster. VOO is also legally required to transmit certain Data to the emergency services or to certain authorities. If requested by you, your data may be transmitted to the phone directories editors.

In certain cases, some Data may be transferred to service providers established outside the European Economic Area and for which the European Commission has issued a decision of adequacy (conformity) thereby acknowledging that these providers offered an adequate level of protection to the Data transferred to them by a European entity. Your personal Data is therefore transferred to them, based on this legal assumption.

What are your rights, and how to use them ?

In conformity with applicable regulations, you have the following rights, which you may exercise at any time, free of charges, except in case of abuse:

  • - The right to access your data (A)
  • - The right to rectification (B)
  • - The right to erasure (C)
  • - The right to object to the processing (D)
  • - The right to restriction of processing (E)
  • - The right to data portability (F)
  • - The right to lodge a complaint to one of the supervisory authorities (G)

A. Right of Access

You have the right to ask VOO to confirm if Data related to you are or are not processed, and if they are, you can request access to the said Data. The following information will then also be provided:

  • - The categories of personal data and the purposes of processing;
  • - The recipients or categories of recipients to whom the personal data have been or will be disclosed, in particular recipients established in other countries;
  • - When possible, the envisaged period of time during which the personal data will be stored, or, if not possible, the criteria used to determine that period;
  • - Your rights related to this data, among which the right to lodge a complaint to the supervisory authorities for data protection;
  • - When the personal data was not collected with you directly, any available information as to their source;
  • - The existence of automated decision-making, including profiling, and meaningful information about the logic involved;

This right can be easily exercised through the « contact us » section on the VOO website in the « administrative » category, or by writing to one of our Data Privacy Departments at the addresses mentioned here above. It must be highlighted that the traffic data related to your communications can only be communicated to the authorities designated by law, hence access to this data will not be granted.

B. Right to Rectification

You have the right, at any given time, to request the rectification of any inaccurate or incomplete Data. This right can be exercised easily through our « Contact us » section on the VOO website, in the « administrative » category, or by calling the 078/50.50.50 or by writing to the client service of VOO, rue Jean Jaurès 46 at 4430 Ans for the Nethys subscribers and rue de Naples 29 at 1050 Brussels for the Brutélé subscribers.

C. Right to Erasure

You have the right to request from VOO to erase Data related to you in the following cases:
a) The Data are no longer necessary in relation to the purposes for which they were collected or otherwise processed ;
b) You have withdrawn your consent on which the processing is based and no other legal basis to the processing exists;
c) You have exercised your right to object as explained below in point D ;
d) The Data have been unlawfully processed;
e) The Data have to be erased for compliance with a legal obligation;
f) The Data that have been collected in relation to the offer of information society services offered to a child;

The Data will not be erased in every case. No erasure will take place if the processing is necessary for VOO’s compliance with legal obligations or for the establishment, exercise or defense of legal claims.

This right can be easily exercised through the « contact us » section on the VOO website in the « administrative » category, or by writing to one of our DPD offices at the addresses mentioned here above.

D. Right to Object

You have the right to object, on grounds relating to your particular situation, at any time to the processing of your Data, including profiling made by VOO on the basis of its legitimate interest. In that case, VOO will cease the processing unless it is necessary for VOO’s compliance with legal obligations or for the establishment, exercise or defense of legal claims or if VOO demonstrates compelling legitimate grounds for the processing which override your interests, rights and freedoms.

You dispose of an absolute right to object to the processing of your Data, including profiling, if done for marketing purposes. Know that, in that case, it is however possible that VOO contacts you anew if, after their conservation period, their receive your Data again, from a third party, with your consent.

This right can be easily exercised through the « contact us » section on the VOO website in the « administrative » category, or by writing to one of our DPD offices at the addresses mentioned here above.

E. Right to restriction of processing

You have the right to request from VOO the restriction of processing in one of the following cases:

a) You contest the accuracy of the Data;
b) The processing is unlawful but you do not wish the erasure of the Data;
c) VOO no longer needs the Data for the purposes of the processing, but they are required by you for the establishment, exercise or defense of legal claims;
d) You have objected to the processing and the verification for knowing whether VOO’s legitimate grounds override yours is pending.

This right can be easily exercised through the « contact us » section on the VOO website in the « administrative » category, or by writing to one of our DPD offices at the addresses mentioned here above.

F. Right to data portability

You have the right to demand that all your Data, which you have transmitted either through consent or in the performance of the contract and if processed through automated means be handed over to you or to another controller if that is technically possible.

If you wish to make use of this right, indicate it in your cancellation request.

G. Right to lodge a complaint to the Data Control Authority

You may address any demand or complaint related to the processing of your Data by VOO to the Belgian data protection Authority.