Telenet.be

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Customer experience
 
 
AMAZING CUSTOMER EXPERIENCE
 
 
 
 

The technology as such does not matter to our customers. What does matter is how it helps them gain business productivity, relax or connect freely with others.

 
 

What we do

We do everything to give our customers
the best experience possible and to build
lasting, trusted relationships with them.

The UN sustainable development goals we address

 
 

1. Bringing the best customer experience

We make every effort to offer innovative products and services to our customers. It helps them gain new knowledge, relax or freely connect with others.

 

These are all experiences to which Telenet actively contributes, thanks to access to fast network connections with high data volumes, quality entertainment for consumers and high-quality business solutions.

 
 
 
 

Let's ACE it!

Through the Amazing Customer Experience program (ACE), we monitor and analyze the experiences of our customers. This allows us to quickly identify potential pain points and provide targeted corrections.

 

 
 

Telenet Business

Telenet Business wants to offer its customers - from small businesses to large enterprises - a caring one stop shop for connectivity and IT solutions. On the Telenet Business website customers can find tips & tricks of Telenet Business experts and best practices of other entrepreneurs to give their business a digital boost. 

 
 
 
 

2. Delivering top-quality products and services

Positive customer experiences are the foundation of sustainable growth. We therefore make every effort to offer our customers innovative products and services that are easy to use. We deliver top-quality products and services by applying the following 3 principles:
 

  • Simple and easy product choices
  • Clear product information
  • Guiding customers towards the best digital experiences
 
 
 
 

Simple and easy product choices


WIGO, WIGO S, and YUGO. Telenet Play, Play More and Play Sports. Based on you 15, 20, 27 and Based on you Unlimited. Thanks to a clear and limited offering, it is easy for the customer to compare different products and to make a fast and informed choice.

Clear product information


With every Telenet or BASE product, the customer will find a leaflet with the general conditions, an installation guide and an explicit CE certificate or technical flyer, if needed. We will also state the legally required information about waste treatment and energy use, and the SAR values of mobile phones.

Guiding customers towards the best digital experiences


We remain close to our customers and actively guide them towards the best digital experiences, using different channels:
 

  • On the television channel 444 and the Telenet YouTube Channel short videos provide extra information on Telenet products.
  • On My Telenet, customers can subscribe to various Telenet newsletters.
  • On the Telenet and BASE social media, such as Facebook, Twitter and LinkedIn, we enter into a dialogue with our customers.
  • On the Telenet story platform SNAP the customer can read more about the Telenet company and our entertainment offering.
 

Based on You

A lot of surfing, fewer calls. The opposite the following month? No problem! Based on You is the first monthly mobile plan that automatically adapts to the needs of the customer.


And if the customers haven’t used it by the end of the month, they just carry what's left over to the following month.

 
 
 
 

Online Community Forums

On our Online Community Forums – Telenet Netweters and BASE Go Mobile Forum – customers ask questions, share experiences and make suggestions to improve new or existing products.

 
 
 
 
 
 

3. Ensuring privacy & data security

Earning trust implies that all customer interactions are handled with respect for privacy and data security. We manage a vast amount of information from and about our customers. This requires us to apply the highest standards when it comes to privacy and data security.

 
 
 
 

Telenet Customer Data Policy


The Telenet Customer Data Policy describes what information we process, why we do this and what our customers’ rights are. The policy is applicable to all commercial activities of Telenet and BASE and is publicly available on the respective websites. The policy has been recently updated so it's fully compliant with the EU General Data Protection Regulation (GDPR).
 

The Privacy and Security Councils


Telenet has a dedicated Privacy Council that comprises representatives from all business departments and addresses all privacy-relates issues and business priorities. The Security Council formulates strategic recommendations around risks and threats arising from malicious or erroneous use of data.

Cyber Security Road Map


The Cyber Security Road Map outlines the most important security projects and is revised annually based on the recommendations of the Security Council.

Internal awareness through training


All employees receive an introduction to privacy and security as part of their onboarding at Telenet. An online training course on privacy, data security and personal data protection ensures internal awareness and compliance with the latest regulations like the European General Data Protection Regulation.     

 
 
 

4. Driving transparent pricing & billing

We have a responsibility to drive a transparent pricing and billing policy, ensuring the best value for money to our customers and earning their long-term trust.

 
 
 
 

Pricing


We strive to transparently show our prices and any other costs both on our websites and in our promotions or advertisements. One-off costs for activation, installation or the exchange of hardware are shown as clearly as possible on our website.

Invoicing


Telenet customers who choose to receive an electronic invoice will automatically receive an email notification when a new invoice is available on My Telenet, where invoices can be viewed for up to fourteen months. BASE customers can review their invoices online in the customer section of the BASE website or on the MyBASE application.

Proactive communications

When making important changes to our products and services, we notify customers well in advance via email or through bill inserts. 

No notice period

We do not apply a notice period for product bundles, Internet, fixed or mobile telephony and television, with the exception of the paid channel package Telenet Play Sports where a legal contract term of six months is applied as set by the Telecommunications Act. 

Tariff Plans

We proactively contact customers for whom it is cheaper to change to a product formula that better matches their product use.

 

Transparant communication about the adjustment of the Telenet invoice

Early 2019, Telenet informed its customers about the introduction of a new invoicing system making the monthly invoice easier to understand, clearer and more transparent. This important change was broadly communicated through all Telenet customer communication channels and through press, and was illustrated with an explanatory video.

 
 
 
 

Digital
society

Everything you need to know about our commitment to society and local communities. 

 
 

Great
workplace

Everything you need to know about our commitment to our employees. 

 
 

Responsible business practices

Everything you need to know about our commitment to a fair, open, and transparent dialogue with all stakeholders.

 
 
 
 

Our latest sustainability report

The annual sustainability report offers an excellent opportunity to reflect on our corporate responsibility achievements and to engage with our stakeholders on the future of our company.