We will use your personal information for the following purposes:
1. To provide you with your service
Processing your order and providing 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.
- To provide the relevant product or service to you. This includes other services not included in your agreement with us (PayPal, for example), services that use information about where you are, and to contact with you messages about changes to the products or services.
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 taken. For example, changes to our terms and conditions or service interruptions.
Providing 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 partners' roaming networks) and to solve technical issues if you are experiencing any.
- To understand how Vodafone 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.
Vodafone uses personal data such as your name, email address, password, mobile phone number and call records in order to do this. Vodafone creates aggregated and statistical management reports from this information that do not identify you individually. Vodafone may also take this personal data and anonymise it so that more in-depth analysis of our roaming services can be undertaken. This helps Vodafone 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.
Managing our networks and understanding 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 and improve these, and develop more interesting and relevant products and services, as well as personalising our products and services.
3. Marketing and tailoring our service to you
- As our customer, we will keep you informed generally about new and existing products and services, send you newsletters or white papers, invite you to participate in market research or let you know about offers, promotions, prize draws or competitions. We tailor these messages for example, based on the sorts of products and services you’ve bought from us.
- If you have given your permission, we will also contact you to let you know about products and services. There are various ways that we may do this – for example, by email, post, phone, text, picture message or notifications through our apps.
- Remember that opting out of interest-based advertising doesn't stop advertisements from being displayed – it's just that they won’t be tailored to your interests.
- You will also see advertising in your social media, for example in your Facebook or Twitter feed. If you don’t want to receive this advertising, go to the relevant platform’s ad settings.
4. 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 Vodafone 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 also have strict rules ensuring that personal information is anonymised or de-identified at the appropriate stage in the process.
We use our analytics to, for example:
- Conduct market research and to carry out research and statistical analysis, including to monitor how customers use our networks, products and services;
- Frame our marketing campaigns and determine how we might personalise those;
- Provide reports to third parties (such reports don’t contain information which may identify you as an individual). For example, as part of Vodafone Analytics
5. Credit checks, fraud prevention and security
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 (for example, the electoral roll and credit reference agencies) to assess the accuracy of the information that we hold.
Fraud prevention and security
- We will process your personal and 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.