Privacy statement

V-Tell is a trade name of Glotell B.V. and Glotell B.V. is the company responsible for gathering and using your data. This privacy statement is applicable to all your data Glotell B.V. processes within the framework of the products and services Glotell B.V. introduces onto the market under the name V-Tell.


V-Tell understands your privacy is extremely important to you and we do whatever necessary to respect your personal privacy as well as possible. During the execution of the service provisioning, V-Tell uses and processes your data, including personal and traffic data, and we are constantly looking for ways to improve the service we provide to you and to match this service to your personal needs. V-Tell treats these data carefully and ensures that the protection and the processing of these data complies with the applicable laws and regulations regarding the protection of personal privacy, and in particular, with the Dutch Personal Data Protection Act and the Dutch Telecommunications Act.


The following categories explain the way in which V-Tell handles your personal data when you use our services and when you visit our website www.v-tell.nl. The latest version of the privacy statement can always be found on the homepage of your website www.v-tell.nl and www.v-tell.com.


Which data does V-Tell use for what purposes?

Personal data

V-Tell processes your personal data (such as name, address, place of residence, email address, number, services used) for the following purposes:

a) Making the service provision technically possible, including the establishment of connections;

b) Managing the relationship between V-Tell and you, including all activities related to the preparation and the execution of the agreements concluded between V-Tell and you;

c) Managing the relationship with the you, including complaints handling, questions about the invoice, solving a malfunction, advice, and suchlike;

d) The process of invoicing, including preparation of the invoice, collection, prevention of fraud and investigation of fraud;

e) Network management, including network planning and detection of fraud;

f) Conducting responsible business operations, including security, risk reduction, integrity investigation, treatment of unwanted calls, expansion and improvement of service provision;

g) Complying with statutory obligations, such as provision of data within the framework of a criminal investigation to competent authorities, and upon request of the client, to other providers for the purpose of shielding the number called on the invoice;

h) Publishing (electronic) guides and offering information services for subscribers;

i) Conducting market research and marketing and sales activities (also after termination of the contract) for V-Tell’s own service provision and for service provision to companies affiliated with V-Tell, among other things for the purpose of providing joint offers.


Traffic Data

V-Tell processes your traffic data (such as the time and the duration of using a connection, surfing behaviour, IP-addresses, URLs) for the following purposes:

a) Preparing invoices;

b) Managing traffic;

c) Handling your requests for information regarding your own connection;

d) Detecting fraud;

e) Statutory obligations, including providing cooperation with legally given orders for tapping and within the framework of criminal investigation proceedings;

f) Conducting market research and sales activities regarding electronic communication services provided that you, as a client, have given your permission to do so;

g) Providing added value services provided that you, as a client, you have given your permission to do so.


Location data

Location data are the data used to determine the location of your SIM card. We receive these data from the network. V-Tell may process your location data, unnecessary for the transmission of communications, for the following purposes:

a) Statutory obligations, including providing cooperation with legally given orders for tapping and within the framework of criminal investigation proceedings;

b) Providing added value services (such as a (traffic) information service) provided that you have given your permission to do so and have not withdrawn that permission at any time (temporarily) from V-Tell.


Number portability and the transfer service

When you become a client of V-Tell, you have the choice of transferring the telephone number you had with your previous telephone provider to V-Tell. In that case, V-Tell exchanges information with the Association COIN. COIN is a joint venture between telecom providers that was particularly founded to ensure clients switching from one telephone operator to another to keep their own telephone number.


Provision of data to third parties

V-Tell does not provide your data to third parties for the purpose of marketing, sales and other business activities. Insofar data are being provided for the purpose of these activities, this will only be done in such anonymised and aggregated form they can no longer be traced back to an individual in any way.


For how long does V-Tell keep your data?

V-Tell does not keep your data for any longer than legally allowed and necessary to realise the objectives for which the data are being processed.


Security of your data

V-Tell ensures a suitable organisational, technical and physical security of the files in which your data are saved. This way it is guaranteed for your data to only be accessible for persons who are authorised to access your data by virtue of their function and for the data to only be used for the purposes for which they were obtained and for compatible purposes. Our security measures are evaluated and adjusted regularly so we will continue to offer a high level of protection.


What does this mean for you, as a client?

Right to access your personal data

As a client, you have the right to access your personal data. This means you can request which of your personal data are being registered and for what purposes these data are being used. Should you want to access your data, you must send a letter including a request for access stating your name, address, mobile telephone number and a copy of a valid identity document to: Glotell B.V., Postbus 7036, 2701 AA Zoetermeer. V-Tell has the right to charge you a maximum amount of € 4.50 for administration costs.


Right to correct your personal data

As a client, you have the right to have your personal data corrected. Should you want to correct your data, you must send a letter including a request for correction stating your name, address, mobile telephone number and a copy of a valid identity document to: Glotell B.V., Postbus 7036, 2701 AA Zoetermeer.

You will then receive a written reply within 4 weeks.


Right to object to the use of your data

As a client, you legally have a number of possibilities to object to further use of your data. Even if you have given your permission in an earlier stage, you are allowed to object to further use of your data. You are able to object to the use of your personal data if your personal data are being used for purposes other than necessary for the execution of an agreement or necessary for compliance with a statutory obligation. For example, you can object to the use of your data for direct marketing purposes and/or provision of your data to third parties for direct marketing purposes.

You can object to the use of your traffic data if your traffic data are being used for market research and sales activities regarding electronic communication services and if your traffic data are being used for the provision of added value services (V-Tell does point out to you that you will in that case no longer be able to use those added value services).

To invoke the right to object, you must send a letter stating your name, address and mobile telephone number to: Glotell B.V., Postbus 7036, 2701 AA Zoetermeer. You will then receive a written reply within 4 weeks.

In the event of invoking the right to object to the use of your personal data, V-Tell is entitled to charge you an amount of maximum € 4.50 for administration costs, unless it involves an objection to the use of your personal data for direct marketing purposes. The latter can be announced free of charge.


Number display and alarm number 112

V-Tell standard supplies your number to the connection called. If you do not want your telephone number to become visible to others, you are able to block the display of your number (one-time) per call. To block the display the display of your number, check the user manual for your device.

When calling the alarm number 112, your telephone number will always be displayed even if you have your number display blocked.


Invoice specification

In the specification of invoices, the telephone number of the extension with which a connection is established can be displayed on the invoice of the calling connection, unless it has been agreed upon with the client of the called connection that his/her telephone number will be shielded on the invoice of other clients. Shielding the number means that at least the final four digits of the number will be made illegible. A request for the so-called b-number shielding can be submitted to: Glotell B.V., Postbus 7036,

2701 AA Zoetermeer.

V-Tell cooperates with other communication providers to have your number also shielded on their invoices but can unfortunately not guarantee that your number will never be displayed on the invoice of those other providers.


Telephone disturbance

If you are bothered by continuing nuisance or malicious calls and you do not know from whom these calls originate, you are able to submit a written request to V-Tell in order to provide to you the data of the person from whom the nuisance or malicious calls are originating. You can submit this request to: Glotell B.V., Postbus 7036, 2701 AA Zoetermeer. Such request has to include the following data:

a. your name, address, postal code and place of residence;

b. the number to which the calls relate;

c. a description of the nature and the severity of the disturbance as a result of the nuisance or malicious calls; and

d. an indication of the dates and times of the calls concerned.

If the identity of the caller is known to V-Tell, V-Tell will inform that person (in writing) of the fact that you consider these calls disturbance and urgently ask that person to stop calling.

Should that not solve the issue, V-Tell can give you, as a last resort and if available, the telephone number including the name and the address of the caller. The caller whose data it concerns will be informed of the provision of his/her data. Is the caller a client of a different telecom provider? We can ask this provider to send her client a similar letter.


Statutory obligation to provision of data

V-Tell can be obliged to provide (personal)data on the basis of laws and regulations or on the basis of a ruling of the competent court. All requests will be assessed and verified on legitimacy and only after internal approval, the information will be submitted to the requesting government through secured connections. These requests are handled by a team specially trained for this purpose and whose employees have been screened, so that the privacy of our clients in this process of application, assessment and tracing the information will be secured.

V-Tell is also obliged to grant cooperation with an order to tap telephone connections and to tap the internet. The competent authorities will only be given access to personal, telephone or internet data if they have the necessary orders granted by judicial authorities. V-Tell can also be obliged to submit name and address information of her clients to the Central Information Point Investigation Telecommunications (CIOT). The latter is only allowed to use these data for the investigation, detection and prosecution of criminal offences. The Tax Authorities and other governmental institutions may also seek information about clients based on statutory provisions. It usually concerns information regarding name, address and telephone number and/or invoices.


Cookies

A method used on many internet pages to make these function better or to align these better with the preferences of users, is the use of so-called (temporary or permanent) cookies. Cookies are small text files that are automatically placed by the internet page visited on the computer of a visitor. These cookies can, for example, record the preferences of a visitor so the internet page can be automatically adjusted to these preferences upon a next visit.

Almost all leading sites make use of cookies to optimise the internet traffic. Because cookies contain information about visitor numbers and visited pages, they provide V-Tell information on popular areas of interest. This information is used for optimisation of the service provision of V-Tell on the internet. Most browsers are standard set to accept cookies. You are also able to set your browser in such a way that cookies are refused or that you get a warning when cookies are being sent. You can also regularly delete the cookies stored on your computer.

You can consult the user guide of your browser for more information on this topic. The V-Tell Websites use cookies to make it possible for you to place an order at V-Tell. You can also make use of the option to save your user name when you login to your Account on the V-Tell Website. In that case, V-Tell places a permanent cookie on your computer. Your browser will offer you the possibility to remove the cookie upon every visit.


Alterations of the Privacy Policy

All alterations in this or future versions of the privacy policy will be described on the website. Possible questions or comments can be sent to: customercare@v-tell.com stating “privacy policy” in the subject title. We will do our utmost to answer all of your questions within 3 workdays.