1 What is this privacy statement for?
This is the privacy statement by Voiceworks. This privacy statement describes the policy used by Voiceworks regarding the privacy of information in our possession.
Voiceworks conceives, develops and supplies innovative communication resources for the commercial market. As a result of this kind of service provision, Voiceworks possesses personal information. Do you use Voiceworks services? Then this privacy statement is intended for you. In this privacy statement, you can read about the information Voiceworks collects, what Voiceworks uses this information for, how Voiceworks protects privacy and personal information, how long the information is stored and how you can view and/or correct your personal information.
Voiceworks does not share personal information with third parties, unless this is (1) legally required, (2) necessary to supply a service or (3) specifically requested by the customer that has provided the personal information.
1.1 Legal requirement
Voiceworks is legally obliged to store certain information from customers for a specific time period for the purposes of legal investigations. Voiceworks must cooperate with requests for personal information from the judicial authorities or other authorised government institutions, as well as with requests for information we process and store as part of our normal business operations. For example information from your telephone records or about your data usage. When the storage period has elapsed, stored information is destroyed or made anonymous. Another example of a legal requirement is the calling of the emergency number 112. When you do this, your telephone number and the location of your telephone are always transmitted to the 112 control room, even when you have blocked the display of your telephone number. This is a legal requirement.
1.2 Necessary for our service provision
Voiceworks does not always supply its services itself, but uses, for example, Wholesalers to supply its services. In such a case, it is necessary that we share the information that is required for the provision of certain services with Wholesalers. For example, when Voiceworks shares information with its Wholesaler, the Wholesaler must comply with the conditions specified by Voiceworks and the same privacy requirements we adhere to also apply to that company.
1.3 At the request of the customer
It is also possible that you as the customer purchase certain services for which personal information is required. For example an App that uses GPS data. In such cases you can use your telephone or the App to specify whether or not you wish to share this information, and then give this permission to the App provider. Voiceworks is then not the party that processes your personal information.
1.4 Who can I ask questions about my information?
Naturally, we would be happy to answer any questions you have regarding your personal information. You can ask your questions by sending an email to email@example.com. We will then provide a substantive answer to your question and contact you if necessary.
1.5 Where can I find the latest version of the privacy statement?
Rapid technological developments, legislation or changes to business processes mean that Voiceworks has to alter this Privacy Statement fairly regularly. The date at the top of this Privacy Statement shows when it was last updated. Voiceworks can change this privacy statement unilaterally. We therefore recommend that you regularly check this privacy statement for changes.
1.6 Who is responsible for your information?
Voiceworks B.V. in Almere, the Netherlands, is responsible for the collection and use of your information.
2 What information do we collect?
2.1 Personal and User Information
When you purchase a service from Voiceworks, or when you contact us, Voiceworks processes your Personal Information. Personal information is information that can be traced to an individual. The word ‘process’ has a very broad definition. It refers to all actions relating to personal information, including the collection, storage, changing, viewing and using, provision, grouping, shielding, erasing and destruction of information.
The information requested by Voiceworks when you purchase a service is your: name, address, telephone number, email address and bank account number.
2.2 Traffic data
When using our services, traffic data are processed. These are data that are required to set up communication. Traffic data say something about the communication, such as the sender and destination numbers that were called, the date, time and duration of the call, and the fees that were charged for this. This information does not concern the content of the communication. In the case of a data session, we also register the amount of data, and when roaming, we register the network that was used.
Voiceworks also processes internet data. When an email is sent, we process the sender and destination numbers, the IP addresses of those involved, the size of the email message, and the date and time of sending. Once again, we do not store the content of the message.
Traffic data are generated and processed automatically.
2.3 Location data
When you set up a call or data session, Voiceworks processes information that can make a very rough determination of your location at that moment. We use this information to determine whether the call or data session is happening in the Netherlands or not.
Voiceworks uses KPN’s mobile network. KPN is able to accurately determine your location by looking at which transmission tower was used for your call or data session. Voiceworks does not have access to this information.
Voiceworks.com and our customer portal Operator also use Google Analytics, Hotjar and Social Media cookies (such as Facebook and LinkedIn) to analyse how users use the site. For Google Analytics, the information generated by cookies about your visit to the website (including your IP address) is transferred to and stored on servers in the United States by Google. Google uses this information to monitor the way you use the website, compose reports on the website activity for website operators, and offer other services with regard to website activity and internet use.
When you visit our head office, you will be registered as a guest. We use this registration for safety purposes, so that we can quickly evacuate the premises in case of a disaster, without leaving anyone behind.
We also use camera recordings as a safety measure in our offices. We do this to protect our guests, personnel and the building. You will be clearly informed about the presence of cameras when on our premises.
3 What do we use this information for?
3.1 Providing services and invoicing
Voiceworks uses the aforementioned information primarily for the provision and improvement of services purchased by you. For example the delivery of an order to the specified address, or the setting up of a telephone call.
Based on these services and the use thereof, Voiceworks drafts an invoice. This invoice shows the fees charged for each service, specified by type of use. You can see fees incurred abroad, call costs, data usage and more. The invoice does not show an overview of all calls or data sessions. A detailed overview, for monitoring or administrative purposes, can be found in Operator.
3.2 Traffic management, network planning and quality of services
For the sake of the maintenance and the improvement of our platform, we analyse information about the use of our network. We do this so that we can, among other things, redirect traffic in case of potential overloading, but especially so that we can prevent this by planning and implementing targeted improvements. In addition, we can use the information to see when malfunctions occur on the platform.
Based on analyses of call and internet behaviour, Voiceworks can proceed to restrict certain destinations when excessive usage is detected. Higher usage than the average call behaviour may indicate fraud. A blockade can limit fraud and misuse, and prevent you from receiving a huge bill for fees that you have not incurred yourself. Voiceworks also uses advanced techniques (such as firewalls, spam filters and virus scanners) to protect against security breaches, viruses, spam and malware.
3.4 Caller ID
Voiceworks always displays your telephone number to the called number. This means that your number will be visible to the call recipient on the display of their telephone. This can be turned off by calling anonymously. However, we are legally obliged to always reveal your number when you call 112.
3.5 Legal requirements
In some cases Voiceworks is legally required to give your information to third parties. For example, the provision of information in the context of a criminal investigation, to authorities, and - at your request - to other providers for the purposes of shielding the called number in the records.
3.6 Training and education of personnel
When you contact our service desk, it is possible that your call will be recorded for training purposes. You will be informed of this prior to the call.
3.7 Malicious or annoying contact
If someone is harassing you by telephone or via internet, then you can report this to us and submit a written request to provide information on the person responsible for this malicious or annoying behaviour. If you harass someone by telephone, then this person can report this to us and make the same request. If we receive such a request, then we follow the procedure described above. If that does not help, then Voiceworks will, as a last resort, provide the complainant with your telephone number, name, address and place of residence.
3.8 Number retention and transfer service (COIN)
Voiceworks offers you the option of keeping your number when you transfer to a different provider. To do this, we exchange information with your current or next provider. In case of a landline, this information is your current telephone number, your name and your address. For a mobile number, your SIM card number, telephone number and name are shared. The exchange of this information proceeds via the organisation COIN. COIN is a collaboration of providers of electronic communication services and networks in the Netherlands.
4 Viewing and correcting your personal information
4.1 How do you view your personal information?
If you wish to view your personal information, then you can submit a request to us to provide the information. This means that you can ask which personal information about you is registered and for what purposes it is being used. You can submit this request by email. Our email address is firstname.lastname@example.org. If you are a Voiceworks Wholesaler or you use our services as an end user via our Wholesalers, then you can view the personal information via Operator Online as both Wholesaler and end user. Should you have any questions about this as end user, then you can pose them to your supplier, our Wholesaler.
4.2 How do you correct your personal information?
The Voiceworks Wholesaler can correct the personal information of its customers, the end users, in Operator Online. The Wholesaler cannot correct its own personal information in Operator. To do this, they must submit an Operator ticket to Voiceworks, after which an answer will be given within 2 weeks. If you are a Wholesaler or end user, you can submit a request for correction by email. Our email address is email@example.com.
4.3 Right of opposition
You can oppose the processing of personal information by Voiceworks if your personal information is used for purposes that are not necessary for the implementation of an agreement or for compliance with legal obligations. You can submit your objection by email. Our email address is firstname.lastname@example.org.