Personal data protection policy

  1. Preamble

Orange Cameroon attaches great importance to the protection of your personal data, as well as to the respect of your choices concerning the latter. Our relationship with you is strong and lasting based on mutual trust. The security and protection of your data is essential for the sustenance of this trust.

This policy has been developed to set the terms and conditions for the collection, processing and storage of personal data by Orange Cameroon, its subsidiaries, subcontractors and other partners.

The policy may be updated at any time by Orange Cameroon. Also, any new version of this policy will be published on the Orange Cameroon websites and applications.

In general, the policy will always be easily accessible via the different pages of the Orange Cameroon websites and applications.

This policy is applicable to customers and users of offers, services, applications and visitors to the websites of Orange Cameroon and its subsidiaries.

It may be supplemented by specific information brought to the attention of the user, with regard to a particular application, offer or service.

  1. Why do we process your data?

Personal Data are collected and processed for specified, explicit and legitimate reasons. They are not processed any further in a way that is not consistent with these reasons. Below are the reasons for which we collect your data:

§ To manage the identity of the customer or user and authenticate it.

§ To manage order

§ To manage equipment

§ To issue invoices and collect payments

§ To provide pre-sales service and sales

§ To provide after-sales service

§ To manage customer contracts

§ To process cancellations

§ To process complaints

§ To communicate with customers

§ To manage incoming mails.

§ To collect unpaid invoices amicably.

§ To manage disputes

§ To manage requests relating to customers' rights

§ To store customer or user data

§ To offer authentication services

§ To respond to requests for information

Orange Cameroon and its subsidiaries also process data for reasons other than the strict execution of contracts with customers. In this case, the Orange Cameroon entities ensure that they have a legitimate interest in processing the data. Furthermore, processing may be subject to, as required, seeking your consent, which you may withdraw at any time.

To this end, the objectives pursued by Orange Cameroon entities are as follows:

§ To organise direct marketing operations.

§ To organise events.

§ To organise competitions

§ To collect personal data subject to consent

§ To analyse how offers and services are used in order to make proposals to the customer

§ To conduct customer or user surveys

§ To improve customer relations and the content of our offers

§ To give the customer a view of their home network

§ To ensure the security of platforms and services

§ To study the deployment of networks.

§ To deploy and operate the network

§ To deploy and operate offers and services

§ To market and optimise connected devices and associated offers

§ To supervise the billing system

§ To fight against fraud and preserve your security

§ To manage risks, the collection or assignment of our receivables and the management of payment incidents;

§ To manage digital advertising activities

Orange Cameroon and its subsidiaries also process your data to meet their legal or regulatory obligations. To this end, the objectives pursued by Orange Cameroon entities are as follows:

§ To fight against money laundering and the financing of terrorism, compliance with regulations on international sanctions and embargoes;

§ To fight against tax fraud, involving the assessment of your tax status in particular;

§ To comply with our banking and financial obligations, involving the assessment of your solvency, and more generally to ensure internal control and operational risk management;

§ To respond to requests from the authorities and to court decisions

§ To respond to the rights of communication of the authorities

§ To ensure the blocking of mobile phones reported stolen while they are in use

Orange Cameroon and its subsidiaries may also process your data for statistical purposes, including marketing the statistics obtained. In this case, all the data will be rendered anonymous beforehand.

  1. The source of your personal data

Your personal data processed by Orange Cameroon entities may be collected directly from you or as a result of the use of our products or services.

Orange Cameroon and its subsidiaries may also be recipients of data that have been collected from you by a third party. These third parties may be individuals, companies or partners who act under your guidance. They may work with Orange Cameroon and its subsidiaries to offer our products and services, to help us ensure security and prevent fraud, or for other legal purposes.

  1. Data processing operations used

Orange Cameroon and its subsidiaries only collect and process personal data that are strictly necessary for our activities. This is done in order to offer you quality products and services adapted to your needs.

As part of our activities, we carry out the following processing operations: direct and indirect collection, consultation, use, storage and all other operations necessary for the provision of our services.

  1. What kind of data do we collected?

Orange Cameroon and its subsidiaries only process data or a category of data if it is strictly necessary for the purpose. You can find information on these purposes above.

Orange Cameroon entities process the following categories of data:

§ Identification data: Surname, first name, identifier, ID card number, facial image, ... ;

§ Personal details: date of birth, nationality... ;

§ Contact details: postal address, email, telephone number... ;

§ Personal life: interests, marital status... ;

§ Information related to your professional background (level of education, employment, salary, etc.)

§ Economic and financial information: means of payment, payment history, ...;

§ Information on connection, use of services and interaction: technical hardware characteristics, terminal identifiers (MAC address, serial number, etc.), traffic data generated by the use of communication networks, IP address, crash report, connection logs, etc.

§ Commercial information: Products and services owned or used;

§ Transactional data (transaction data, including transfers, especially data on beneficiaries with full names, addresses and contact details, expenditure and income categorisation data, etc.);

§ Customer relationship monitoring data: support requests, correspondence with the subscriber, survey results, profiles and scores for customer segmentation, etc;

§ Content data: Files stored on the cloud, email box, etc;

§ Video protection system data (including CCTV cameras) and geolocation data (e.g. locations of withdrawals or payments for security purposes or to determine the location of the branch or service provider closest to you);

§ Geolocation data;

§ Biometric data such as fingerprints, voice prints or facial recognition data which may be used for identification and security purposes;

§ Health-related data such as: information entered in insurance contracts (data processed only if strictly necessary)

§ Cookies and other tracers;

§ Any other information justified by the laws and regulations in force.

It is therefore important that the information you provide is accurate and up-to-date. It is also important that you inform us without delay of any significant updates concerning you.

  1. Who are the recipients of your personal data?

The data collected is intended for Orange Cameroon entities and subcontractors.

The data may also be processed by partners of Orange Cameroon and their subsidiaries in cases where partners are involved in the provision of services. It may also be processed with your consent.

Finally, the processed data may be sent to the competent authorities, at their request, for legal proceedings, in the case of legal investigations and requests for information from the authorities or in order to comply with other legal obligations.

  1. How long will your data be stored?

To ensure fair processing, your personal data will not be retained by Orange Cameroon entities longer than is necessary for the purposes for which they were originally collected or for which they will be processed.

The length of time that Orange Cameroon entities store your personal data takes into account the minimum and maximum legal, regulatory and contractual requirements that influence data storage periods.

Upon request from a competent authority or in the event of litigation, we may be required to keep data for a longer period ranging from 2 to 10 years.

  1. Are your data processed out of Cameroon?

Your personal data may be transferred to, or accessed by, third parties around the world. In such cases, Orange Cameroon and its subsidiaries comply with applicable laws and regulations on the protection of personal data. This is to ensure an adequate level of protection for your data, anywhere in the world.

  1. How are your data secured?

Orange Cameroon entities provide a standard level of security to protect personal data from destruction, loss, alteration, unauthorised access or disclosure to unauthorised persons. This is the case even when certain operations are carried out by subcontractors.

To this end, Orange Cameroon and its subsidiaries have deployed appropriate measures (physical, technical and organisational) to ensure the integrity and confidentiality of your personal data.

These measures are adapted according to the level of sensitivity of the data processed and according to the level of risk that the processing or its implementation poses.

  1. What are your rights?

Any person whose personal data is processed by Orange Cameroon entities has the following rights:

§ Right of access (e.g. to check the data we hold and to obtain a copy on the basis of a court order);

§ Right to rectification (e.g. to update or correct data if it is incomplete or incorrect);

§ Right to object at any time to the collection and processing of any data for commercial prospecting purposes. This right thus offers every customer the possibility of modifying their notification preferences at any time;

§ Right to deletion (e.g. any customer may request the definitive deletion of their customer account).

  1. How can you exercise your rights?

Requests for access, correction or deletion of personal data or an objection may be made by the individual concerned, his or her authorised legal representative, or, in the case of a child, by a parent or legal guardian. Requests must be submitted in writing to Orange Cameroon.

Any request to exercise your rights must be accompanied by a photocopy of proof of identity.

Before acting on any request or objection, Orange Cameroon shall ensure the identity of the person making the request or objection. In the case of a legal representative or a legal guardian, proof of this legal authority must be provided. Requests and objections from parents or guardians of children shall be assessed in the light of the best interests of the child.

Orange Cameroon shall respond to requests and objections within a reasonable time, in writing or orally, and in one of the two (2) official languages of Cameroon.

  1. Cookies and other technologies

Orange Cameroon's websites, online services, interactive applications, emails and advertisements may use "cookies" and other technologies. These technologies allow us to better understand user behaviour (e.g. for security and fraud prevention purposes), measure the effectiveness of advertisements and facilitate Internet searches. They also tell us which parts of our websites are most visited.

We generally process the non-personal data we collect using cookies and similar technologies. In addition, we sometimes combine non-personal data collected through these technologies with other personal data in our possession. In such cases, we treat the combined data as personal data for the purposes of this policy.

  1. How to contact us

If you have any questions about the security of our sites, services and applications or the use of your personal data, you can contact us by mail at Orange Cameroon, Boulevard de la Liberté, B.P. 1864, Douala.

  1. Update of data protection policy

This Privacy Policy may be updated from time to time, especially as a result of legislative and regulatory changes and to reflect changes in our practices and technologies. We encourage you to visit this page regularly.

Last updated on 01 July 2021