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How we use your personal information

We may use your personal information:

  • to provide service(s) to you including checking your eligibility for the service(s), managing your account, applications and orders;
  • when you apply for a job;
  • for billing and payment purposes, financial or management forecasts and to collect debt;
  • to verify your identity or to perform any other authentication that we need;
  • to find and stop criminal activity misuse of or damage to our services or network and other assets. We might also use it to prosecute those responsible, defend our rights or property and protect the rights and interests of our customers and users;
  • to carry out credit checks and decisions (please refer to the ‘credit check, fraud prevention and debt recovery’ section for more details);
  • publish your details in the Phone Book and other directories, if you have agreed;
  • to tell you about the products and services you use and to let you know, if we make changes to them. Please note that you will not be able to opt out of receiving essential service communications;
  • to market and advertise our products and services to you. For details of how to opt out of marketing communications, please see the Marketing section of the Privacy Centre;
  • to provide you with personalised services like viewing recommendations and tailored advertising. This may involve using cookies and other similar technologies. Please see the link about our Cookies policy;
  • to monitor communications with us as permitted by law;
  • to help us understand, manage and improve our network and the products and services we offer;
  • for internal purposes like management, research, analytics, corporate reporting, credit scoring and to improve business efficiencies;
  • to provide us with insights into new products and services our customers might like (using anonymised data);
  • to create reports about our customers, our services including traffic and network usage patterns for analytics purposes. We may create these reports using information about you and other customers but we always make sure the information we use is anonymised and aggregated - so you can’t be identified as an individual. We may share these reports with others, including other companies;
  • to analyse customer behaviour;
  • to undertake surveys and research;
  • to analyse and highlight to our clients areas of waste, inefficiency and cost savings;
  • to provide effective security and technical support of our products and services and help maintain service quality (this also means that we may monitor or record calls to our customer services for authentication, security, quality and training purposes);
  • in connection to a restructure, change of ownership, including sale or acquisition of any BT company as long as the recipient uses your information for the same reasons we used it for;
  • to trace nuisance or malicious calls;
  • to comply with applicable laws and regulations.

For more details about how we collect and use your personal information in different situations have a look at the relevant sections of the Privacy Centre. Or read the terms and conditions of your product or service.