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Additional information

E-mail login

E-mail login is used to log in and set up customer account management, and also brings higher level of security and convenience to our customers. For detailed information about the processing of personal data and exercising your rights in relation to e-mail Login, please refer to the e-mail login application and/or the Security section of this website.

Data Retention - a statutory obligation to process data for the purpose of preventing, detecting, investigating and prosecuting crime

In addition to intercepting and recording of messages, the law grants precisely defined authorities the power to request data on calls made. For this purpose, our company is obliged to collect, for a period of 6 months, traffic and location data that are generated or processed in the provision of public communications networks and in the provision of publicly available services.

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Furthermore, we are obliged to provide information from the database of subscribers of the publicly available telephone service to the authority authorised to request it under a specific legal regulation.

Data Retention applies in particular in connection with the processing of personal data for the purpose of fulfilling our legal obligations, which we inform you about in the “Why, on what basis, how long, and what personal data do we process?” section in the Personal Data Processing Statement on this website.

Information database on creditworthiness and trustworthiness

Vodafone is a member of SOLUS association, an interest association of legal entities, ID number 69346925, file number L 58779 registered by the Metropolitan Court in Prague. SOLUS is an interest association of legal entities whose aim is to contribute, within the framework of responsible lending, to the prevention of over-indebtedness of clients, prevention of the growth of the number of debtors, to the increase of the collectability of existing overdue debts and to the reduction of potential financial losses of creditors.

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SOLUS maintains an information database (hereinafter the "Register") within the meaning of the provisions of Section 20z et seq. of Act 634/1992 Coll., Consumer Protection Act, as amended (hereinafter the "Consumer Protection Act"), namely:

(a) Register of natural persons/individuals - a negative register, within the framework of which information about consumers who are/were in default in the payment of their obligations is accessible to the members of the Register; and

(b) Register of Business Identification Numbers - a negative register, within the framework of which information about natural persons entrepreneurs and legal persons who are are/were in default in payment of their obligations is accessible to the members of the Register.

Prior to a contract with a customer is concluded or comes into force, Vodafone, as a member of SOLUS, uses the information available within the Register; we make inquiry on the basis of the authorisation given by the applicable legislation (Consumer Protection Act) and the rules set within SOLUS, in particular with regard to the legislation on the personal data protection.

In addition to the identification data (names, surnames, birth number, or ID number and address), the Register of natural persons/individuals and the Register of Business Identification Numbers processes data on the extent and nature of any breach of contractual obligations by a client, which results in the existence of a debt in the amount of at least two instalments or the existence of any debt more than 30 days after the due date, the nature of the undertaking from which this obligation arises and the subsequent payment behaviour of the client. The data may be processed by SOLUS for as long as the consumer's obligation lasts and for 3 years after repayment, provided that obligations incurred in relation to Vodafone are processed only for 1 year after the last debt has been paid. If the consumer's obligation has been extinguished other than by repayment or if it is a time-barred obligation or an obligation from the payment of which the debtor has been exempted pursuant to another legal regulation, information about such obligation may be processed in the register for a maximum period of 3 years from the extinction of such obligation, from its time-barring or from the moment when the exemption pursuant to another legal regulation occurred.

Thus, personal data of a customer who has not breached contractual obligations are not processed in the Register of natural persons/individuals and the Register of Business Identification Numbers.

All information about SOLUS, including its members, can be found on its website (www.solus.cz).

Access to SOLUS is used, in particular, in connection with the processing of personal data for the purpose of fraud prevention, which we inform you about in the section Why, on what basis, how long, and what personal data do we process?” section in the Personal Data Processing Statement on this website.

Not a Vodafone customer?

Our company may process the personal data of people who are not in a contractual relationship with Vodafone for a certain period of time, but you have given us your consent to process it as part of a marketing campaign or have expressed an interest in contacting you in the future with our offer. In addition, your data may be provided to us by a friend or relative who believes that you are interested in Vodafone's services (in which case we will always first enquire whether this is the case) or your data may be transferred to us by a third party who has been given consent to transfer the data to another controller for the purpose of offering products and services.

If you are not a Vodafone customer and are no longer interested in our offer of services or products, you have received information from our company about our services that you no longer wish to receive, please inform us about it at our company address so that we do not contact you anymore. In this case, we ask you to indicate the e-mail address and/or telephone number at which we should not contact you and, of course, your identification to avoid any confusion.

Interception and recording of messages

Pursuant to the Electronic Communications Act, a person providing a public communications network and/or a provider of a publicly available electronic communications service is obliged to establish and provide an interface within its network for the connection of terminal telecommunications equipment for interception and recording of messages.

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Vodafone, as a mobile operator, receives interception requests from predefined entities on the basis of a formalised, approved and regularly revised procedure and is not entitled to assess the legitimacy of interceptions where all formal requirements set out in the applicable legislation by the public authorities are met.

The interception and recording of messages is carried out directly by the competent authority and Vodafone has no access to the content obtained directly by the competent government authority.

Interception and recording of messages is used in connection with the processing of personal data for the purpose of fulfilling our legal obligations, which we inform you about in the Why, on what basis, how long, and what personal data do we process?” section in the Personal Data Processing Statement on this website.

Prioritisation of debt recovery

It may happen that our customers are unable to fulfil their obligations towards us. In such a case, internal prioritisation of debt recovery and other related steps are carried out. In order to be able to do this, we perform an internal calculation of the debt recovery prioritization coefficient. This internal calculation also serves as a partial TelcoScore if you consent to the TelcoScore service (more about the TelcoScore service can also be found here). The following data may be used to calculate such a coefficient: (a) data related to the type and usage of the services provided (e.g. type of tariff, how often you call), (b) the amount of services provided (e.g. average minutes called, number of SMSs), (c) the amount of credit purchased in case of prepaid services. The coefficient may also take into account data on the amount of payments for flat-rate services, payment behaviour and, where applicable, information about the length of delay and the amount outstanding.

The recovery prioritisation factor will apply in relation to the processing of personal data for the purpose of protecting our legal claims, which we inform you about in the Why, on what basis, how long, and what personal data do we process?” section in the Personal Data Processing Statement on this website.

Vodafone products or services where Vodafone is the processor

Vodafone offers certain products and services where Vodafone is in the position of a processor for legal purposes and you, as our customer, are the data controller in relation to the personal data processed for these products or services.

  • A list of products and services where Vodafone is a processor can be found here.
  • Vodafone regulates the processing relationship in accordance with applicable law in the relevant terms and conditions of the product or service in question, which can be found here
  • If you wish to request Vodafone as processor to assist you in exercising your individual rights in relation to the products and services listed above, you can do so using the forms:

You can find out more about processors in the section “Possibilities to disclose your data outside Vodafone” in the Data Processing Statement on this website.

Scans of documents

If it is necessary under the law, we may ask you for a scan or copy of a document, but if it is not necessary, we can do without them Even if we ask you for a scan, we comply with a simple policy and delete or shred the document as soon as it is not necessary.

Technical gap

Because we have so many complicated systems, it may take some time to change the privacy setting (e.g. withdrawing consent), but don't worry, it will not be more than three working days.


Vodafone provides, only based on your consent, one of the inputs (the so-called partial TelcoScore) for calculation of the TelcoScore value, which is used as an auxiliary, not decisive, parameter by some financial institutions in whose services you may be interested. All necessary information about TelcoScore can be found on the website https://www.sid.cz/telco-score. Vodafone processes partial TelcoScore for debt recovery and fraud protection purposes. We only process partial TelcoScore at a particular date, not in the past or in the future, even in the event of providing partial TelcoScore when calculating TelcoScore based on your consent.

The partial TelcoScore will be used in the prioritisation of debt recovery as described above.

Calls from our business partners

You may receive a call from our business partner offering our services based on a contact they have received from you in the past, together with the necessary consent. In this case, our business partner is the controller of your data for the period of time before you decide to accept such an offer, after which we become the controller, in accordance with the law.

Research and analytics

Vodafone uses various analytical methods, including the so-called big data analytics. Big data analytics is a mathematically driven analytical technique that uses large and diverse data sets (hence the term "big data") to identify hidden patterns and previously undetected trends. At Vodafone, we take big data analytics very seriously. Therefor our data specialists must observe the ethic code. We observe a strict process of use in individual cases that requires checks to be made under privacy and data protection legislation before any specific case of use is initiated. We also apply strict rules to ensure that personal data is anonymised at the appropriate stage of the process.

Research and analytics will be used, for example, in relation to the processing of personal data for Big Data analysis in the public interest, which we inform you about in “Why, on what basis, how long, and what personal data do we process?” section in the Personal Data Processing Statement on this website.

Records of communications with each other

Where our customer service lines are used, we may monitor such calls for your protection and ours, as well as to improve the customer experience and service provided. If you disagree with such monitored calls, please tell the operator or end the call. We may create written transcripts of calls so monitored.

If you communicate with us via customer chat, Tobi chatbot or email, these communications will also be retained for as long as necessary and for at least the duration of the contractual relationship.

If you communicate with us via the Tobi voice bot, this communication will also be monitored. If you do not agree to this monitoring, please end the call. We may create written transcripts of such monitored calls.

The records of mutual communication will be used in particular in connection with the processing of personal data for the purpose of training our staff and ensuring the quality of our services or, in the case of communications with the Tobi bot, also for the purpose of improving the quality of the Tobi communication bot, which we inform you about in the Why, on what basis, what data and for how long we process in the Privacy Statement on this website.

Service reports

We will provide you with up-to-date information about the products and services you use, such as changes to our terms and conditions or service interruptions, through customer service reports. These reports do not constitute commercial communications.

Providing your feedback to our external suppliers

Where our external supplier ensures installation of our selected products and services at your site, we always strive to ensure continuous improvement of our services, including such installations. For this reason, we may provide our external contractors with the identification number of the installation performed in conjunction with your evaluation of the installation of some of our services and products. Of course, we do not attach any other data to such information, such as your name and surname.

DLOC or Distress Localization according to the Electronic Communications Act

Section 33 of Act No. 127/2005 Coll., Electronic Communications Act, as amended, regulates, among other things, the possibilities for the distress localization in cases where the subscriber communicates with the emergency lines. Vodafone is thus bound by law to disclose location data, and possibly also other data that enables the location and identification of the subscriber to the emergency communications centre. To the extent that Vodafone provides data in the context of emergency location, it is only fulfilling its legal obligation and can therefore have no influence on this. From the perspective of the General Data Protection Regulation, this is thus processing pursuant to Article 6 (1) (c) GDPR, where the processing is necessary to comply with a legal obligation to which the controller, i.e. Vodafone, is subject.

Camera recordings

There may be camera recording devices in our premises, brick-and-mortar stores and point of sale which record such premises. The purpose of these camera recordings is primarily to protect our legal claims, but also to secure selected locations or to fulfil legal obligations where increased demands for security at specific locations are required by law.

We will, of course, always inform you transparently about the locations where camera recordings may be made, directly at the locations where such recordings may be captured. At such locations, you will always find pictograms and accompanying information about such processing. More information can be found on this website.

If you do not wish to be recorded by our cameras, you can always use communication channels that do not involve such processing, such as our online communication channels (e-mail, chat).

In addition, we would like to point out that access to camera recordings is strictly limited to selected persons and deleted within 21 days after they are taken. The vast majority of camera recordings are deleted 10 days after they are taken. Of course, the above does not apply to the case when the camera recording is used to protect our legal claims, for example, during litigation, or when such data is transferred to selected administrative authorities, the Police of the Czech Republic) upon their request.

Third-party devices that you connect to your SIM card

You can connect third-party devices to your SIM card, either manually via your SIM card or electronically via our OneNumber product. These include mobile phones or connected devices such as smart speakers or smart watches.

When you connect your SIM card to these devices, these third parties may record details about your SIM card or your interaction with the network. Third-party device manufacturers will process your personal data in accordance with their privacy policies and we recommend that you read them before deciding to connect.