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.
We do everything to give our customers
the best experience possible and to build
lasting, trusted relationships with them.
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.
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:
Telenet Whop and Whoppa. Telenet Play, Play More and Play Sports. BASE 15-25-35-45. WIGO. 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.
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.
We remain close to our customers and actively guide them towards the best digital experiences, using different channels:
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.
Since 2014, the Privacy Council has discussed all privacy matters and priorities. It comprises representatives from the various business departments. The Security Council formulates strategic recommendations around risks and threats arising from malicious or erroneous use of data.
The Cyber Security Road Map outlines the most important security projects and is revised annually based on the recommendations of the Security Council.
Employees receive an introduction to privacy and security while attending the mandatory Business Discovery Day. An online training course on privacy and data security was launched in autumn 2016 following the changes applied to the Telenet Customer Data Policy. In April 2018 we started an internal awareness and training program on privacy and personal data protection in order to stay compliant with the latest regulations like the European General Data Protection Regulation.
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.
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.
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. SFR customers can review their invoice on the MyAccount platform.
When making important changes to our products and services, we notify customers well in advance via email or through bill inserts.
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.
We proactively contact customers for whom it is cheaper to change to a product formula that better matches their product use.
Everything you need to know about our commitment to society and local communities.
Everything you need to know about our commitment to our employees.
Everything you need to know about our commitment to a fair, open, and transparent dialogue with all stakeholders.
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.