The Data Protection Act 1998 is the law that sets out what companies must and must not do with any individual’s information they have. Italk is registered as a data controller, which is overseen by the Information Commissioner.
What information do we collect?
If you are subscribed to our telephone and/or broadband services then we collect some personal information to help us provide and improve the service. Typically, the information we collect includes your name, address, date of birth, email address and payment details to set up your Direct Debit.
We also collect information relating to your usage of our service, such as information about calls you have made or what times you are using your italk broadband. This is required so that we can correctly bill you for the use of our services.
If you ever call us, we may also record those calls for training and monitoring purposes, and our Customer Care team will keep notes for each call on your records. From time to time we may ask you to fill in a questionnaire or provide us with feedback. We may do this to see if there is anything we can do to improve our service.
We may also collect information from third parties, for example other people in the same household.
We also log how individuals use our website, which is intended to help us improve our website. This information may include how you navigate around the website, and the website that you visited prior to accessing our site.
IP addresses and Cookies
To make this site work properly, we sometimes place small data files called cookies on your device. Most big websites do this too.
A cookie is a small text file that a website saves on your computer or mobile device when you visit the site. It enables the website to remember your actions and preferences (such as login, language, and font size and other display preferences) over a period of time, so you don’t have to keep re-entering them whenever you come back to the site or browse from one page to another.
Some cookies are necessary for us to provide the website that you need, and this may include cookies that monitor activity for performance.
• Cookies may track your movement around the site, and the time you spend on the site as well as which site you visited prior. This can help us make sure that the site is working for our visitors and customers, and help us improve our facilities.
• If you enter any information on our website, such as filling in a form, this information may also require a cookie to help pre-fill these fields for subsequent visits.
• Some cookies also help you purchase our products, such as saving your selection or remembering your tickboxes, and carrying this information to checkout or purchase. This is particularly beneficial if you navigate away from the page temporarily.
• If you use the website to provide feedback or to set a callback request, we will also log your IP address for compliance and due diligence purposes.
• If you wish to withdraw consent for the non-essential cookies, please click here
You can control and/or delete cookies as you wish – for details, see aboutcookies.org. You can delete all cookies that are already on your computer and you can set most browsers to prevent them from being placed. If you do this, however, you may have to manually adjust some preferences every time you visit a site and some services and functionalities may not work.
Use of your information
The information that we collect is used for a variety of purposes, which may in your case include some of the following:
• To manage your account effectively
• To help provide you with the service
• To provide you with updates and other service information
• To identify products that might suit your requirements
• Debt collection purposes
• Fraud prevention/detection
• To check your identity and ensure the records we have about you are correct
• To carry out market research, or marketing
• To profile service usage in order to calculate bills
• To improve the service we provide
• To improve the website
Disclosure of your information
We may provide some of your information to our partners, or third parties in which we conduct our business. This would only be applicable if the need arises for support or technical reasons, to help us continue providing you a service. This could be to get equipment delivered or if you have a fault that requires an engineer visit or for quality monitoring purposes. Some of these partners may be based outside the EEA.
We may also process your information for marketing purposes, but this would only be if we have your consent to do so.
We also may perform a credit check on applications for our products or services. This is recognised industry practice as it contributes to our decision for accepting applications.
Security and data retention
Where we process, maintain and store your sensitive personal information, we ensure that there are adequate security measures in place to protect your data, and that access to that information is restricted, and only done so as a routine part of providing your service. We hold data only for as long as is reasonably needed to carry out our services, such as calculating invoices, or in line with statutory retention laws.
Please note that any information that you put out over our internet service, is not something we can be held responsible for.
You have the right to opt-out of us processing your data for marketing purposes. This can be done by contacting us using any of the methods found below in the Contact section.
Access to information
The Data Protection Act 1998 allows individuals to request access to the data a company holds on or about them. This request is known as a Data Subject Access Request (DSAR). Any request for information may be subject to a £10 processing fee, which is in line with what the Data Protection Act 1998 advises.
This policy may be updated from time to time to reflect changes in legislation or regulation. We recommend that you check this page from time to time. This page was last updated on the 29th of April 2016.