In order to be able to fulfill the contracts concluded with users, it is necessary to process their personal data. Otherwise, it will be impossible to meet our contractual commitments to the users.
We process users' data to ensure that the goods and/or services provided comply with their contracts.
In order to be able to fulfill our obligations under a contract with a user, it is necessary to process his/her personal data. Thanks to them, Telenor identifies the user as the holder of the contract, delivers the ordered goods and services, observes the parameters of the agreed service, the conditions of the respective subscription plan, etc.
•If we do not know the address of a user, we will not be able to send him/her goods ordered through our online store;
•If we do not know the email address of a user, we will not be able to send a confirmation on a durable medium for an order made through our online store;
•If we do not know that a user has the right to use services over a 4G network in accordance with the contract, the user will be deprived of the opportunity to use them through this technology;
•If we do not know that a user has the right to use unlimited minutes to all national mobile and fixed networks in Bulgaria, it is possible that he/she will be charged consumption according to the standard price conditions of Telenor;
•If we do not know that a user wishes to receive paper invoices, they may not be sent to him/her;
•In order to send an issued invoice to the respective user, it is necessary to process data for his/her address.
We process users' data so that we can provide them with the contracted services.
In order to be able to provide services to users, as well as to charge them correctly (including to prove the authenticity of the prepared invoices), we process their basic data, contract data, as well as traffic data.
In order to provide you with the services, your terminal device connects to the network. For mobile services, as well as for fixed services provided through our mobile network, the terminal device connects to a specific base station that serves the respective location. Therefore, in such services we also process data about the approximate location of users, which are part of the traffic data.
•Without processing data for a mobile number dialed by a user, it is impossible to direct the call to the correct recipient;
•Without processing data on the type and duration of a call, it is impossible to charge the same in accordance with the contract with the user;
•Without processing the traffic data of a user, it is impossible to provide an itemized bill (also called detailed usage summary), in case such is requested by him/her.
We process personal data because according to the applicable legislation we are obliged to ensure the security of our network and information systems (including our users’ personal data)
In order that we can prevent, establish, investigate and/or tackle: (а) security vulnerabilities and/or breaches; or (b) personal data security breaches in certain cases we have to process users’ personal data.
We process users' data for the purpose of interconnection payments
In order for users of different operators and networks to be able to communicate with each other, operators and networks must be interconnected. For this purpose, the two operators conclude a contract under which their networks are connected. Under this contract, operators owe each other payments for calls made by their subscribers.
For example, if a Telenor user calls a subscriber of another mobile operator in Bulgaria, Telenor will owe a certain amount to the respective mobile operator, the amount of which is determined based on the duration of the telephone call.
We process users' data for payment purposes in connection with roaming services provided.
In order for Telenor users to be able to use roaming services (i.e. outside the territory of the Republic of Bulgaria), Telenor must settle its relations with the operators whose mobile networks serve them. To this end, Telenor enters into agreements with the relevant mobile operators. Under these agreements, Telenor owes payment when its user uses services provided through the network of another mobile operator.
For example, if a user located in the territory of the Hellenic Republic makes a telephone call, Telenor will owe payment to the relevant Greek mobile operator, the amount of which is determined on the basis of the type and duration of the telephone call.
We process users' data for charging and billing purposes
We process basic data, contract data, as well as traffic data (when electronic communication services are provided) in order to be able to prepare subscriber accounts, to exercise internal control over their accuracy and reliability, as well as to issue invoices for the services provided.
We process users' data to administer the process of servicing their payments
When a user makes a payment under a contract with Telenor, as well as when a customer wishes to defer or reschedule their obligation to Telenor, we process his/her basic data, contract data, obligation data and payment data.
We process users' data for the purpose of payments with our partners
In order for Telenor users to enter into contracts, register prepaid cards, pay bills (including recharge prepaid cards), submit orders and/or be serviced at business premises of our partners' trade network (e.g. sales representatives, franchisees, distributors, payment service providers, etc.), Telenor enters into agreements with them. Such are also the cases in which the users use digital or other services provided by Telenor's partners, as well as in case of insurances concluded through Telenor's mediation. Under these agreements, Telenor owes amounts for the determination of which it is necessary to process users' data.
•Without processing the information that a user has entered into a contract for mobile services in business premises of our franchisee, it will be impossible to determine and pay the due remuneration to the latter;
•Without processing information that a user has paid his/her bill at the premises of our sales representative, it will be impossible to determine and pay the due remuneration to the latter.
We process users' data to notify them of certain circumstances in connection with their contracts.
In order to fulfill our obligation to inform users about the occurrence or impending occurrence of certain facts or circumstances that affect the provision of our products and/or services, we process the following personal data: basic data; contract data; data on obligations; payment data; traffic data; data for communication with users and others.
•Notification for exhaustion of the applicable credit limit or for reaching a certain amount of it, in compliance with the provisions of the General Terms and Conditions of Telenor;
•Notification of issued invoice, including its value and maturity;
•Notification in case of temporary suspension of access to the services, in compliance with the provisions of the General Terms and Conditions of Telenor;
•Prior notification in case of planned preventive inspections, repairs and/or changes in the network, in compliance with the provisions of the General Terms and Conditions of Telenor;
•Notification when Telenor establishes a predominant presence and consumption of the user in the EU/EEA, which may lead to the application of a mark-up in accordance with Regulation 531/2012, in compliance with the General Terms and Conditions of Telenor;
•Notification that a number dialed by the user that has been excluded or out of range can be searched;
•Notification of the applicable prices and conditions when the user is in roaming;
•Notification for successful recharging of a prepaid card;
•Notification of the forthcoming expiration of the validity of the prepaid card credit;
•Notification of payment made with the "Pay with Telenor" service;
•Notification of forthcoming actions for out-of-court collection of unpaid financial obligations, including the use of services of third parties (credit bureaus, debt collection agencies, etc.), in accordance with the General Terms and Conditions of Telenor and others.
We process users' data to fulfill their requests.
In order to be able to fulfill a user's requests in connection with a concluded contract(s), it is necessary to process his/her basic data, the data for the respective contract(s), as well as data on obligations and/or payments (if applicable).
•In order to perform an operation for recharging a prepaid card, it is necessary to process the basic data of the respective user, data about the contract, as well as data about the payment made, on the basis of which recharging is performed;
•In order to implement a request from a user for replacement of a SIM card (for example in case of damage or loss), it is necessary to process his/her basic data, as well as contract data;
•In order to fulfill users' requests (e.g. for activating or deactivating roaming services or the mobile internet service, for issuing a duplicate of a contract, invoice, etc.), it is necessary to process their basic data, data about their contracts and other relevant data to the request.
We process users' data for customer service purposes.
We process personal data of our users in order to be able to provide them with quality and timely customer service, including, but not limited to, the processing of user suggestions, applications, requests, inquiries and/or complaints. The type and volume of personal data that we process in such cases depend on the nature and content of the relevant proposal, application, request, inquiry and/or complaint.
In order to check the received inquiry or complaint of a user, as well as to prepare a response to it, respectively to send the response to the user, it is necessary to process his/her basic data, data about his/her contract, other data in connection with the inquiry or complaint (e.g. traffic data, data on liabilities, data on payments, etc.), as well as data on communication.
We process users' data when performing number portability from/in the Telenor network
In order to be able to provide the number portability service from/to the Telenor Network, it is necessary to process the personal data of the respective users.
We process consumer data when performing the out-of-warranty support of goods requested by them
In order to be able to fulfill users' requests for out-of-warranty repairs of goods, it is necessary to process their personal data.
We process users' data to prevent, detect, investigate and stop abuse
In case of "atypical behavior" of our users, it is necessary to process their data to determine whether there is abuse, violation of the General Terms and Conditions or applicable law. In case of established behavior that threatens or interferes with the normal use of the services, Telenor may restrict the access to services of the users in question.
We process personal data of users when necessary in order to exercise our rights under contracts concluded with them
The contracts that Telenor conclude with its users create rights for both parties. Both Telenor and the users use these rights to satisfy their interests. The terms and conditions for their exercise are regulated in the contracts themselves, and sometimes derive directly from the applicable legislation. In order to exercise its rights towards users, Telenor needs to process certain personal data about them. In such cases, the processing of data, although not a specific obligation of Telenor under a contract with a user, is compatible with this, as has a direct connection with the counter-obligations of the users to Telenor, arising from the concluded contract.
Examples of hypotheses in which Telenor processes personal data in order to exercise rights under concluded contracts with users:
• In the event that a user voluntarily terminates a contract ahead of time, Telenor may process his/her personal data in order to charge penalties in accordance with the contract;
• In order to perform a current credit assessment of the user according to the General Terms and Conditions of Telenor, it is necessary for Telenor to process his/her personal data in order to analyze whether the consumer meets the requirements of the current trade policy;
• In order to exercise its right to limit and stop the use of the services by a user in excess of the applicable credit limit, according to the General Terms and Conditions of Telenor, it is necessary for Telenor to process his/her personal and traffic data.
We process personal data of users when it is necessary to collect unpaid amounts under concluded contracts
When a user does not pay the amounts due to Telenor as agreed in the contract, Telenor has the right to seek payment out of court or in court. For this purpose, the following users' data need to be processed: basic data, contract data, liability data and payment data. If the user disputes the charged consumption in order to prove the authenticity of the account, Telenor may also process the relevant traffic data. In such cases, the processing of data, although not a fulfillment of a specific obligation of Telenor under a contract with a user, is compatible with this, as the obligation to pay is the main obligation of the user under the contract.
When conducting the out-of-court debt collection process, Telenor may use the services of third parties (debt collection companies), to whom the above-described data may be disclosed. PIN data are disclosed to such companies only after obtaining the consent of the user.
When conducting a court debt collection, Telenor may use the services of lawyers and/or law firms, to which the above-described data, including PIN data, may be disclosed.