Privacy and security – Our approach
The way we handle privacy and security is a vital part of our responsibility to customers and essential to the success of our business.
Our customers trust us with their personal information and their privacy. Protecting that information and respecting their privacy is fundamental to maintaining their trust. Our privacy and security programmes govern how we collect, use and manage customers’ information – from ensuring the confidentiality of their personal communications and respecting their permissions and preferences, to protecting and securing their information.
Read on to find out more about our approach. Or go to Performance to read about our progress in 2012/13.
In focus: How can mobile technology affect customers’ privacy and security?
We understand that customers may be concerned about the privacy and security of their personal information as they use their mobile phones more and more and for different purposes. We help customers manage a wide range of privacy and security risks that may affect them when using mobile and other communications services.
Confidentiality of their personal and private communications – a basic issue for a communications company
Collection of their personal information – mobile operators have access to a lot of sensitive information including customers’ personal communications, their location and how they use the internet
Security of their personal information – the complexity of technology, threats from hackers and the potential for human error can lead to information being lost or deleted or getting into the wrong hands
Use of their personal information – as more services use mobile data for advertising and analytics, customers need to be able to control how information is used and provide consent
Additional privacy issues from smart phones, apps and new technologies (such as connected cars, smart grids and mHealth) – for example, mHealth services may mean that patient health records are transmitted across mobile networks and individual apps often require their own privacy permissions to collect and use data