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Published on 23 April 2019

What we do with your data

Our data philosophy is based on trust, which is why we’re committed to protecting your data and respecting your privacy. We will always keep you up to date with how we use and process your data in order to help us improve the services we can provide to you.


When the General Data Protection Regulation (GDPR) came into force on 24 May 2018, it was a further reminder of the need to protect personal data, which has been an essential commitment for Orange over the long term. The Group has always operated within a strict data protection framework, and its network of Data Protection Officers, which is led at Group-level, ensures compliance with new regulations. Our Group entities have implemented new systems and policies to evaluate how we collect and process data including asking for consent when required. These new processes incorporate the strictest data protection to ensure everything we do is well considered, documented and respectful of the rules that apply.


Informing users about what data is processed

Whether it is information provided on a contract or data generated when using telecoms products or services, Orange has processes in place to inform you of the way we process it. We’re simplifying our online privacy policies and updating our cookie processes so that a pop-up will ask for your consent when browsing our websites. You can manage how your data is collected and used throughout the lifetime of your contract in your account area. Orange has also developed and integrated dozens of applications through the Trust Badge which provides clear information about why data is collected and what it is used for. It also enables you to change your settings.


Offering an enriched customer experience

Our role as a telecoms leader puts us in a firm position of responsibility when it comes to the data we process. Some is analysed by our teams to understand your uses so we can continue to improve our services. This includes making our operations more efficient (billing, fraud detection, network optimisation etc.) and offer customers the most adapted and relevant services to enrich their experience.

Information coming from connected devices such as the Livebox can also help our customer service teams identify a problem. And mobile customers who have subscribed to the ActuMarques programme receive targeted offers that match their profile.

Whenever possible we also anonymise data. By removing all personal information we can carry out statistical analysis for some of our customers (footfall, origin and movement) through our Big Data Flux Vision solution. This contributes to a region’s development as communities can more efficiently adapt their infrastructure and modernise their urban planning.


Building a common foundation for all Group countries

We have a common approach to using data responsibly in line with our code of ethics. We’re involved at all different levels, from our membership to committees around the ethical use of technology such as “Impact AI”, to associations such as the High-Level Expert Group on Sustainable Finance formed by the European Commission, which has just unveiled a set of guidelines on artificial intelligence. Lastly, the Group announced last December that it had created its own ethics committee to look at data use and AI.