The purpose of gathering information from the customer serves the purpose of operating our business & enhancing our customer experience.
Vodafone is entrusted with the confidentiality of millions of customers’ communications and for managing an immense volume of personal information. We continue to foster the trust and confidence of customers in the way we handle their personal information and provide services.
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How to use this privacy and cookies policy?
In this policy, we explain how we collect, use, share and protect your personal information when you use our products and services and our website.
Who we are?
We are Vodafone Egypt, if you go to https://web.vodafone.com.eg/about-us you can find more information about us. Our registered office is Smart Village Vodafone Cairo Alexandria desert road. also registered with Commercial registration number 4216
“we/us” means Vodafone Egypt.
“third party” means someone who is not you or us.
“Vodafone Group” means Vodafone Group Plc and any company or other organisation in which Vodafone Group Plc owns more than 15% of the share capital.
Vodafone is committed to respecting your privacy. We take privacy, security and complying with data protection and privacy laws seriously.
We have set out our core Privacy Commitments in our Privacy Centre.
We aim to put these commitments at the heart of everything we do.
The basics Personal information we collect about you:
The information we collect about you and how we collect it can vary depending on the products and services that you use and subscribe to, how you have used the products and services, and how you have interacted with Vodafone even if you aren’t a customer, or what we have obtained from a third party with permission to share it with us.
Vodafone will process your personal data based on:
The performance of your contract or to enter into the contract and to take action on your requests. For example, so you can make calls and texts, and browse the internet on your phone, we process things like the numbers you dial, how much data you’re using and when you’re doing it so we can provide connectivity. This also enables us to generate your bill, based on your usage. We also need to conduct credit checks when you apply for a product or service.
Vodafone’s legitimate business interests, for example, fraud prevention, maintaining the security of our network and services, direct marketing, and improvement of our services. Whenever we rely on this lawful basis to process your data, we assess our business interests to make sure they do not override your rights. Additionally, in some cases you have the right to object to this processing. For more information, visit the “How to exercise your rights?” section of this policy.
Compliance with a mandatory legal obligation, including for example accounting and tax requirements, which are subject to strict internal policies (such as retention periods), procedures, and your right to restrict usage of your data, which control the scope of legal assistance to be provided.
Consent you provide where Vodafone does not rely on another legal basis. Consent may be withdrawn at any time.
When we will collect your personal information?
For example, we collect your personal information when you:
Buy or use any of our products and services.
Use our network or other Vodafone products and services.
Register for a specific product or service.
Subscribe to newsletters, alerts or other services from us.
Contact us through various channels, or ask for information about a product or service.
Take part in a competition, prize draw or survey.
Visit or browse our website or other Vodafone Group websites.
Have given permission to other companies, such as our business or joint-venture partners as well as our third-party suppliers or contractors, to share information about you.
Where your information is publically available; or
When you are a customer of a Company acquired by Vodafone.
We also collect information from certain organisations, where appropriate and to the extent we have legal grounds to do so. These include fraud-prevention agencies, business directories, credit check reference/vetting agencies, billing calculating agencies and connected network providers.
What personal info we collect about you?
Where applicable, we may collect:
Your name, address, phone and/or mobile number, your date of birth, gender and email address.
Your credit or debit card information, information about your bank account and other banking information – for example, you’ll have to give us this information when you open an account with us. We’ll collect the data necessary to process a payment whenever you make a purchase.
Your traffic data,This is data we see as part of providing you with connectivity like the numbers you call, the time and duration of the call or the amount of data you are using.
Your location data. This can be precise where it uses Global Positioning System (GPS) data or by identifying nearby mobile phone masts and Wi-Fi hotspots and you enable location-based services or features. Or less precise where, for example, a location is derived from your IP address or data such as a post code or name of a town or city.
Your contact with us, such as a note or recording of a call you make to one of our contact centres, webchat, an email or letter sent, or other records of any contact with us.
Your account information , such as dates of payment owed or received, subscriptions you use, account numbers or other information related to your account or included in My Vodafone.
How do we use your personal information?
To provide you with your service: Processing your order and provide you with your products and service
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, services that use information about where you are, and to contact with you through 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.
We will contact you with customer service messages to keep you updated with current information about products and services you’ve purchased. For example, changes to our terms and conditions, price plan and data use, upgrade you might be entitled to, roaming or service interruptions.
Provide Roaming Services:
To connect and charge for roaming services, we use your personal data as follows:
As a subscriber of Vodafone Egypt and during roaming in other countries, the storage, treatment, and transfer of your personal data is controlled by the roaming network you are using and is subject to regulations applied on such networks in their respective countries.
As a visitor user from another country roaming on our Vodafone Egypt network, your personal data is processed by us and our vendors e.g. Data Clearing House to calculate and charge you for your Calls, SMS, and Data usage.
We also use it 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 partner roaming networks) and to solve technical issues if you are experiencing.
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.
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.
Manage our networks and understand 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, develop and improve these, develop more interesting and relevant products and services, as well as personalising our products and services.
Based on customer selection, Ana Vodafone App collects location data to enable Speed Test Checker feature even when the app is closed or not in use. This is for the purpose of Network Performance Enhancement via collecting background data of your mobile device, network parameters, etc…This takes place in an anonymized manner where you can’t be personally identified.
Marketing & tailoring our service to you:
- As our customer, we will keep you informed generally about new products and services, send you newsletters or white papers, invite you to participate in a survey or let you know about offers, promotions, prize draws or competitions. We tailor these messages based on the sorts of products and services you’ve bought from us
- We can further tailor these messages using your calling and messaging activities, location information and browsing information
- We will also contact you to let you know about products and services of other Vodafone Group companies and those of other companies which we think may interest you.
- We’ll contact you by post, online, phone or push notifications through our apps.
- You can always unsubscribe from all of these marketing comms of all kinds or select certain types to reach you and others to refrain from reaching you, through the “opt out” option by calling customer service on the number 888 from your mobile phone or 0225292888 from the landline.
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. 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 have strict rules ensuring that personal information is anonymised or de-identified at the appropriate stage in the process.
We use our analytics to:
- Market research and to carry out research and statistical analysis including to monitor how customers use our networks, products and services on an anonymous or personal basis;
- Provide reports to third parties (such reports don’t contain information which may identify you as an individual). These can be to third parties such as content providers and advertisers or as part of Vodafone Analytics.
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 to assess the accuracy of the information that we hold.
Fraud Prevention & Security:
We will process your 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.
With whom do we share your personal information?
Where applicable, we share information about you with:
- Companies in the Vodafone Group
- Partners or agents involved in delivering the products and services you’ve ordered or used
- Companies who are engaged to perform services for, or on behalf of, Vodafone Limited, or Vodafone Group
- Credit reference, fraud-prevention or business-scoring agencies, or other credit scoring agencies
- Debt collection agencies or other debt-recovery organisations
- Law enforcement agencies, government bodies, regulatory organisations, courts or other public authorities if we have to, or are authorised to by law
- A third party or body where such disclosure is required to satisfy any applicable law, or other legal or regulatory requirement
- Emergency services (if you make an emergency call), including your approximate location
- Third parties for joint promotions with that third party
- Partner organisations we’ve carefully chosen so they can contact you about their products and services (which may or may not include Vodafone products and services). We’ll ask for your consent before sharing this information
- Other third parties when you are signing up to their service and it is used by them for authentication and fraud-prevention purposes
- Third parties that we advertise with, such as Facebook, in order to serve you advertisements online
- Third parties that we use to serve you marketing.
Fraud management and law enforcement:
- We will release information if it’s reasonable for the purpose of protecting us against fraud, defending our rights or property, or to protect the interests of our customers.
- We also may need to release your information to comply with our legal obligation to respond to the authorities’ lawful demands. Your personal data shall only be provided when we in good faith believe we are obliged to do so in accordance with the law and pursuant to an exhaustive evaluation of all legal requirements.
Mergers and Acquisitions:
If we’re reorganised or sold to another organisation we will provide your information to that organization, to continue providing you with the services and to maintain legal liabilities.
Third parties that we work with:
Where you’ve purchased Vodafone products and services using a third party or partner organisation, we often need to exchange information with them as part of managing that relationship and your account – for example, to be able to identify your order and be able to pay them.
If we have a contract with a service provider or contractor to provide us with services or provide a service on our behalf, and they may have access to your personal information, we don’t authorise them to use or disclose your personal information except in connection with providing their services.
We collect and combine information in order to monitor your use of products and services, and that of our other customers, as well as to help us to improve the quality of our products and services. We provide this information to third parties (for example, to content providers and advertisers) but any such third party reporting shall not include information which may identify an individual customer.
Third party devices that you connect your sim with:
You may use a number a third party devices to connect your sim with either manually with a sim card or electronically through our One Number product. These may include mobile phone devices or connected devices such as smart speakers or smart watches. When you connect you sim with these devices those third parties may record your sim details or your interaction with the network. Those third party device manufacturer’s will process your personal data in accordance with their privacy policies and we recommend that you read their privacy policies before choosing to connect your sim to their devices.
Third party products that you buy through your Vodafone account:
Where you buy a third-party product or service through your Vodafone account (such as Charge to Bill for mobile), the contract for it is with the party selling that product or service. Vodafone is only charging the amount directly to your bill as part of its arrangements with the seller. As part of this, you’re agreeing that Vodafone may pass certain personal information to the seller to complete your purchase with them.
The seller’s terms and conditions and privacy and cookies policies will apply to how it uses your personal information – please read them carefully.
How long do we keep your personal information for?
We’ll store your information for as long as we have to by law. If there’s no legal requirement, we’ll only store it for as long as we need to.
We’ll keep some personal information for a reasonable period after your contract with us has finished in case you decide to use our services again. We, or one of our partners, may contact you about Vodafone services during this time if you haven’t opted out of receiving marketing communications from us.
How do we keep your personal information secure?
We have specialised security teams who constantly review and improve our measures to protect your personal information from unauthorised access, accidental loss, disclosure or destruction.
Communications over the internet (such as emails) aren’t secure unless they’ve been encrypted. Your communications may go through a number of countries before being delivered, as this is the nature of the internet.
We cannot accept responsibility for any unauthorised access or loss of personal information that is beyond our control.
We’ll never ask for your secure personal or account information by an unsolicited means of communication. You’re responsible for keeping your personal and account information secure and not sharing it with others.
Our website may provide links to third-party websites. We cannot be responsible for the security and content of such third-party websites. So make sure you read that company’s privacy and cookies policies before using or putting your personal information on their site.
The same applies to any third-party websites or content you connect to using our products and services.
You may choose to disclose your information in certain ways such as social plug-ins (including those offered by Google, Facebook, Twitter and Pinterest) or using third-party services that allow you to post reviews or other information publicly, and a third party could use that information.
How to exercise your rights?
Right to correct personal data:
You have the right to have information held about you corrected if it is not accurate. If what we hold on you needs updating, or you think it may be inaccurate, you can do so via visiting one of our Vodafone Stores. For more information, you can contact our Customer Services team on 888 from your mobile or 0225292888 from landline.
Right to access personal data:
You have the right to make a request for a copy of the personal data that Vodafone holds about you. You can do so through My Vodafone account on Ana Vodafone App, Vodafone Website, visiting one of our Vodafone Stores or contacting our Customer Services team on 888 from your mobile or 0225292888 from landline.
Right to data portability:
You have the right to be able to take with your data you provided to us in certain circumstances. For example, Vodafone ensures that you can take your data with you by allowing you to download your monthly bills, at the click of a button, in a format of your choice. In order to do this, log in to My Vodafone and go to your billing area.
Right to object i.e. Opt out of Marketing messages:
If you no longer want to receive marketing messages from Vodafone, you can elect to opt out of all marketing communications via calling our Customer Services team on 888 from your mobile or 0225292888 from landline.
Opting out does not mean that you won’t any longer receive service-related messages. You will still continue to receive those (unless we have indicated otherwise).
In some cases, you may receive marketing from Vodafone, even if you’re not a customer or never had contact with Vodafone. This is a result of third-party marketing lists which Vodafone may acquire from time to time. If you’ve registered to opt out of such marketing, you shouldn’t receive such communications. If you do, we ask that you let us know immediately.
App Marketing Notifications:
Some notifications are sent via your device and to disable push notification messages, including the marketing messages, you could do so by changing the notification settings via device’s operating system or by uninstalling the app.
If you’re using an enterprise owned line: All mentionedbelowrights will be awarded to the Enterprise account’s authorized person, who will be able also to:
- Purchase account with the agreed number of lines.
- Transfer its ownership of the account or the line.
- View Itemized & Summarized bills.
- Pay/dispute bill/s and history of services.
- Purchase products and services.
- Swap sims as required.
- Deactivate or suspend lines/services.
- Change the rate plans or convert the lines to prepaid.
- Redeem the account points.
- Add the end users’ data to the lines.
- Add/remove end users Lock.
Enterprise end user will be permitted to:
- View only his/her Itemized & Summarized bills.
- Purchase prepaid products/services.
- Elect to opt out of all marketing communications
Our cookies don't hold personal information such as your name or bank details. They simply let us find information once you're logged in or help link your browsing information to you and your personal information when you choose to register for a service, white paper or newsletter.
To do this we sometimes use persistent cookies. We take looking after your personal information seriously – we're always monitoring and improving how we protect it.
We've put our cookies into the following categories, to make it easier for you to understand why we need them:
- Strictly necessary – these are used to help make our website work efficiently
- Performance – these are used to analyse the way our website works and how we can improve it
- Functionality – these help to enhance your experience by doing things like remembering products you've added to your basket
Example of First Party Cookies we use:
- Facebook Pixel
- Google Marketing and Conversions
- Adobe Target
- Adobe Audience Manager
- Adobe Analytics
- Google Analytics
- Medallia Digital
- Urban Airship
Cookies and you
To make a purchase online or sign up to services like [My Vodafone or Vodafone Rewards on Pay as you go], you must have cookies enabled on your internet browser. The more popular browsers are:
- Internet Explorer
- Google Chrome
If you choose not to enable cookies, you’ll still be able to browse our website, but the below functionalities may not work properly:
- User Login
- E-Commerce i.e. Purchasing Online
Third Party Cookies :
First party cookies originate from the same domain as the website you’re currently visiting (in this case https://web.vodafone.com.eg
Third party cookies originate from a domain that’s different to the website being visited. For example, when you visit our website, we may link to another company's website – like our Facebook or Twitter account, or a video from our YouTube page.
So, when you 'Like' or 'Tweet' a phone from our website, these sites may sometimes put cookies on your computer. We don't control how they use their cookies, so we suggest you check their website to see how they're using them and how you can manage them.
Affiliates of the Vodafone Egypt with a different domain name may also place cookies on our website, to show you adverts or pages of other Vodafone Egypt companies that may be of interest to you.
Controlling your cookies:
How to check cookies are enabled for PCs
- Click the menu button (three horizontal bars) at the top right of your browser window and select ’Settings’ then ‘Show advanced settings…
- Locate the 'Privacy' heading, and select 'Content settings'
- Now select 'Allow local data to be set'
Microsoft Internet Explorer 11
- Click on the ‘Settings’ icon (looks like a cog) at the top right of your browser window and select 'Internet options', then click on the 'Privacy' tab
- Ensure that your Privacy level is set to Medium or below, which will enable cookies in your browser
- Settings above Medium will disable cookies
- Click the menu button (three horizontal bars) at the top right of your browser window and select Options
- Then select the Privacy icon
- Click on Cookies, then select 'allow sites to set cookies'
How to check cookies are enabled for Macs
Safari on OX X
- Click on 'Safari' at the top of your browser window and select the 'Preferences' option
- Click on 'Privacy'
- Select 'Allow from websites I visit'
If you'd like to find out how to stop websites using cookies to remember what sites you visit, choose your browser from the list. This will take you to the browser's respective page where you can manage your cookies and site data:
If you change your cookie settings in your browser, your experience with us won't be tracked.
Information on controlling and deleting cookies is also available at http://allaboutcookies.org
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