Privacy Policy

How to use this privacy policy

In this policy, we explain how we collect, use, share and protect your personal information when we you use our products and services and our website (https://www.vm.co.mz/en/).

Who we are

We are VM, SA (“Vodacom”), and a member of the Vodafone Group Plc (“Vodafone Group”).

In this privacy policy:

  • “we/us” means Vodacom;
  • “third party” means someone who is not you or us; and
  • “Vodafone Group” means Vodafone Group Plc and any company or other organisation in which Vodafone Group Plc owns more than 15% of the share capital.

Our registered office is at Vodacom Building at Rua dos Desportistas, no. 649, in Maputo, Mozambique. We are registered in the Republic of Mozambique under number 14497.

How to contact us

Your opinion matters to us – if you have any questions about our privacy policy, our main switchboard is +258 84 090 0000 or you can email us at: Privacy@vm.co.mz

Our principles

Vodacom committed to respecting your privacy. We take privacy, security and complying with data protection and privacy laws seriously.

We have set out our core Privacy Principles in our Privacy Portal. We aim to put these commitments at the heart of everything we do.

The basics

Personal information we collect about you

The information we collect about you and how we collect it can vary depending on the products and services that you use and subscribe to, how you have used the products and services, and how you have interacted with Vodacom even if you aren’t a customer, or what we have obtained from a third party with permission to share it with us.

The types of information we collect about you when you interact with us are:

  • Name and email address when you contact us through website;
  • If you agreed to cookies, data such as your site preferences or languages settings. We also use this data in an aggregate manner to understand how our visitors navigate in this site so that we can make it better.

Vodacom will process your personal data based on:

  1. The performance of your contract or to enter into the contract and to take action on your requests. For example, so you can make calls and texts, and browse the internet on your phone, we process things like the numbers you dial, how much data you’re using and when you’re doing it so we can provide connectivity. This also enables us to generate your bill, based on your usage. We also need to conduct credit checks when you apply for a product or service.
  2. Vodacom’s legitimate business interests, for example, fraud prevention, maintaining the security of our network and services, direct marketing, and improvement of our services. Whenever we rely on this lawful basis to process your data, we assess our business interests to make sure they do not override your rights. Additionally, in some cases you have the right to object to this processing. For more information, visit the Your Rights section of this policy.
  3. Compliance with a mandatory legal obligation, including for example accounting and tax requirements, which are subject to strict internal policies (such as retention periods), procedures, and your right to restrict usage of your data, which control the scope of legal assistance to be provided; or
  4. Consent you provide where Vodacom does not rely on another legal basis. Consent may be withdrawn at any time.

We will collect your personal information when you, for example:

  • Buy or use any of our products and services;
  • Use our network or other Vodacom products and services;
  • Register for a specific product or service;
  • Subscribe to newsletters, alerts or other services from us;
  • Contact us through various channels, or ask for information about a product or service;
  • Take part in a competition, prize draw or survey;
  • Visit or browse our website or other Vodafone Group websites;
  • Have given permission to other companies, such as our business or joint-venture partners as well as our third-party suppliers or contractors, to share information about you;
  • Where your information is publically available; or
  • Are the customer of a business that we acquire.

We also collect information from certain organisations, where appropriate and to the extent we have legal grounds to do so. These include fraud-prevention agencies, business directories, credit check reference/vetting agencies, billing calculating agencies and connected network providers.

We use cookies (small text files stored in your browser) and other techniques such as web beacons (small, clear picture files used to follow your movements on our website). For more details on this and how to opt out of these, please see the Cookies section of this policy.

Types of information we may have are, where applicable:

  • Your name, address, phone and/or mobile number, your date of birth, gender and email address;
  • Your credit or debit card information, information about your bank account and other banking information – for example, you’ll have to give us this information when you open an account with us. We’ll collect the data necessary to process a payment whenever you make a purchase;
  • Your traffic data. This is data we see as part of providing you with connectivity like the numbers you call, the time and duration of the call or the amount of data you are using;
  • Your location data. This can be precise where it uses Global Positioning System (GPS) data or by identifying nearby mobile phone antennae and Wi-Fi hotspots and you enable location-based services or features. Or less precise where, for example, a location is derived from your IP address or data such as a post code or name of a town or city;
  • Your contact with us, such as a note or recording of a call you make to one of our contact centres, a Live Chat, an email or letter sent, or other records of any contact with us;
  • Your account information, such as dates of payment owed or received, subscriptions you use, account numbers or other information related to your account;
  • Credential information – we’ll collect passwords, hints and similar security information used for authentication and access to accounts and services;
  • Your preferences for particular products, services and lifestyle activities when you tell us what they are, or we assume what they are, based on how you use the products and services;
  • See Cookies for details on what we collect using cookies, web beacons and other technologies, including ad data;
  • Your browsing history.  If you have given your permission, Vodacom collects the categories of website you have browsed on your mobile, device or PC, for example Sports, Music or News. However, we don’t have a history of the sites you browse, as this is limited for a short period of time to enable the connection to be made. We use these interests to send you personalised marketing or show you personalised advertising. You can opt out of advertising through Cookies or, in the case of marketing, your Privacy Settings;
  • Information we obtain from other sources, such as credit agencies, fraud-prevention agencies, and from other data providers. This includes demographic data, interest based data, and internet browsing behaviour.

We’ll also get information about how you use our products and services, such as:

  • The level of service that you receive – for example, network or service faults and other events that may affect our network services or other services;
  • Details of your use of the specific services or products, for example:

 

  • Every time you use your mobile phone, a record is kept.  This includes the number you called or sent an SMS or MMS to, the length, date and time of that call, SMS or MMS and your approximate location at the time that the communication takes place (based on the location of the nearest cell that you sent that call or message from).  The same is also recorded every time you receive an incoming call or message.  We don’t, however, keep a record of the content of your calls or messages.

How we use your personal information

We will use your personal information for the following purposes:

1.  To provide you with your service

Processing your order and provide you with your products and service 

  • To process the products and services you’ve bought from us, and keep you updated with the progress of your order;
  • To provide the relevant product or service to you. This includes other services not included in your agreement with us, services that use information about where you are, and to contact with you messages about changes to the products or services.

Billing and Customer Care

  • To bill you for using our products and services, or to take the appropriate amount of credit from you;
  • Contact you if the billing information you provided us with is about to expire or we’re not able to take payment;
  • To respond to any questions or concerns you may have about our network, products or services.

Service messages

  • We will contact you with customer service messages to keep you updated with current information about products and services you’ve purchased. For example, changes to our terms and conditions, price plan and data use, upgrade you might be entitled to, roaming or service interruptions.

Provide Roaming Services

  • To improve your roaming experiences, to ensure that we’re meeting our commitments around fair use, to detect and resolve fraudulent use of our networks (and our partner roaming networks) and to solve technical issues if you are experiencing.
  • To understand how Vodacom is performing in providing roaming services, whether Roaming Services and related products are working as intended, or whether improvements are needed to make roaming better. 

Vodacom uses personal data such as your name, email address, password, mobile phone number and call records in order to do this. Vodacom creates aggregated and statistical management reports from this information that do not identify you individually. Vodacom may also take this personal data and anonymise it so that more in-depth analysis of our roaming services can be undertaken. This helps Vodacom to develop its roaming services for customers without identifying users in an individual way.

2.  To improve our service

Improving and innovating our products and services

  • We collect anonymous, de-identified or aggregate information in order to improve the service we offer to everyone. None of these analytics are linked back to you in any way.

Manage our networks and understand network usage

  • To protect our networks and manage the volumes of calls, texts and other uses of our networks. For example, we identify peak periods of use so we can try and ensure the networks can handle the volume at those times;
  • To understand how you use our networks, products and services. That way we can seek to review, develop and improve these, develop more interesting and relevant products and services, as well as personalising our products and services.

3.  Marketing & tailoring our service to you

Marketing

  • As our customer, we will keep you informed generally about new products and services, send you newsletters or white papers, invite you to participate in a survey or let you know about offers, promotions, prize draws or competitions. We tailor these messages based on the sorts of products and services you have bought from us (for example, we know not to market to you if you are in the middle of your phone contract).
  • We can further tailor these messages using your calling and messaging activities, location information and browsing information, if you have authorised that we process this information for this purpose;
  • If you have given your permission, we will also contact you to let you know about products and services of other Vodafone Group companies and those of other companies which we think may interest you [(unless you opt out of such marketing messages from us)];
  • We’ll contact you by post, online, phone or push notifications through our apps. 

Advertising online

  • To deliver advertising that is relevant to you, you’ll also see targeted advertising online based on the use of cookies. This is known as interest-based advertising.  It can be on websites belonging to the Vodafone Group, those of other organisations as well as other online media channels such as social media sites.  We may also combine data collected via the cookies with other data we have collected. If you don't want any information processed through the use of cookies, check our Cookies section. It explains how to control and opt out of cookies.
  • Remember that opting out of interest-based advertising won’t stop advertisements from being displayed – but they won’t be tailored to your interests.

Research and analytics

We use a variety of analytics methods including what is commonly referred to as “Big data analytics”.  Big data analytics are mathematically driven analysis techniques on large and varied data sets (that is why it is “big” data) to uncover hidden patterns and hitherto unrevealed trends. At Vodacom we take governance of big data analytics seriously. Our data scientists are required to sign up to a Code of Ethics.  We have a strict use case process that requires that privacy and data protection law checks are carried out before any use case commences. We have strict rules ensuring that personal information are anonymised or de-identified at the appropriate stage in the process.

We use our analytics to:

  • Market research and to carry out research and statistical analysis including to monitor how customers use our networks, products and services on an anonymous or personal basis;
  • Provide reports to third parties (such reports do not contain information which may identify you as an individual). These can be to third parties such as content providers and advertisers or as part of Vodacom Analytics.

4. Profiling

We will sometimes need to profile you, for credit, fraud and security purposes.

Credit checks and ID

  • We will carry out a credit check when you apply for a contract for any products or services with us.
  • We will also use your personal information for identity verification purposes, for access to your account and for general account management. We sometimes supplement the information we collect about you with information from other sources to assess the accuracy of the information that we hold.

Fraud Prevention & Security

  • We will process your traffic data in order to protect against and detect fraud, to protect and detect misuse or damage to our networks, to recover debts or trace those who owe us money resulting from the use of our services.

How we share your personal information

Where applicable, we share information about you with:

  • Companies in the Vodafone Group
  • Partners or agents involved in delivering the products and services you’ve ordered or used;
  • Companies who are engaged to perform services for, or on behalf of, Vodacom, or Vodafone Group;
  • Credit reference, fraud-prevention or business-scoring agencies, or other credit scoring agencies;
  • Debt collection agencies or other debt-recovery organisations;
  • Law enforcement agencies, government bodies, regulatory organisations, courts or other public authorities if we have to, or are authorised to by law;
  • A third party or body where such disclosure is required to satisfy any applicable law, or other legal or regulatory requirement;
  • Emergency services (if you make an emergency call), including your approximate location;
  • Third parties for joint promotions with that third party;
  • Partner organisations we’ve carefully chosen so they can contact you about their products and services (which may or may not include Vodacom products and services). We’ll ask for your consent before sharing this information;
  • Other third parties when you are signing up to their service and it is used by them for authentication and fraud-prevention purposes;
  • Third parties that we advertise with, such as Facebook, in order to serve you advertisements online;
  • Third parties that we use to serve you marketing.

Fraud management and law enforcement

  • We will release information if it’s reasonable for the purpose of protecting us against fraud, defending our rights or property, or to protect the interests of our customers.
  • We also may need to release your information to comply with our legal obligation to respond to the authorities’ lawful demands. Your personal data shall only be provided when we in good faith believe we are obliged to do so in accordance with the law and pursuant to an exhaustive evaluation of all legal requirements.

Mergers and Acquisitions

  • If we’re reorganised or sold to another organisation we will provide your information to that organisation.

Third parties that we work with

  • Where you’ve purchased Vodacom products and services using a third party or partner organisation, we often need to exchange information with them as part of managing that relationship and your account – for example, to be able to identify your order and be able to pay them.
  • If we have a contract with a service provider or contractor to provide us with services or provide a service on our behalf, and they may have access to your personal information, we don’t authorise them to use or disclose your personal information except in connection with providing their services.
  • We collect and combine information in order to monitor your use of products and services, and that of our other customers, as well as to help us to improve the quality of our products and services. We provide this information to third parties (for example, to content providers and advertisers) but any such third party reporting shall not include information which may identify an individual customer.

Third party products that you buy through your Vodacom account

  • Where you buy a third-party product or service through your Vodacom account (such as Charge to Bill for mobile), the contract for it is with the party selling that product or service. Vodacom is only charging the amount directly to your bill as part of its arrangements with the seller. As part of this, you’re agreeing that Vodacom may pass certain personal information to the seller to complete your purchase with them.
  • The seller’s terms and conditions and privacy and cookies policies will apply to how it uses your personal information – please read them carefully.

International Data Transfers

We may need to transfer your information to other Vodafone Group companies or service providers in countries outside the Mozambican territory. This kind of data transfer may happen if our servers (i.e. where we store data) or our suppliers and service providers are based outside Mozambique or if you use our services and products while visiting countries outside this area.

If Vodacom sends your information to a country that is not in Mozambique, we will make sure that your information is properly protected. We will always ensure that there is a proper legal agreement that covers the data transfer. In addition, if the country is not considered to have laws that are equivalent to our data protection standards then we will ask the third party to enter into a legal agreement that reflects those standards.

International Data Transfers

How long we keep your personal information for

We’ll store your information for as long as we have to by law. If there’s no legal requirement, we’ll only store it for as long as we need to.

We’re required by law to keep certain personal information about how you use our services for 12 months. Some account information will be held for 6 years from the end of your contract with us.

We’ll keep some personal information for a reasonable period after your contract with us has expired, in case you decide to use our services again. We, or one of our partners, may contact you about Vodacom services during this time if you haven’t opted out of receiving marketing communications from us.

Keeping your personal information secure

We have specialised security teams who constantly review and improve our measures to protect your personal information from unauthorised access, accidental loss, disclosure or destruction.

Communications over the internet (such as e-mails) aren’t secure unless they’ve been encrypted. Your communications may go through a number of countries before being delivered, as this is the nature of the internet.

We cannot accept responsibility for any unauthorised access or loss of personal information that is beyond our control.

We’ll never ask for your secure personal or account information by an unsolicited means of communication. You’re responsible for keeping your personal and account information secure and not sharing it with others.

Our website may provide links to third-party websites. We cannot be responsible for the security and content of such third-party websites. So make sure you read that company’s privacy and cookies policies before using or putting your personal information on their site.

The same applies to any third-party websites or content you connect to using our products and services.

You may choose to disclose your information in certain ways such as social plug-ins (including those offered by Google, Facebook, Twitter and Pinterest) or using third-party services that allow you to post reviews or other information publicly, and a third party could use that information.

Social plug-ins and social applications are operated by the social network themselves and are subject to their own terms of use and privacy and cookies policies. You should make sure you’re familiar with these.

Your rights

Right to correct personal data

You have the right to have information held about you corrected if it is not accurate, out-of date, excessive or irrelevant, If what we hold on you needs updating, or you think it may be inaccurate, you can log in to our Website & App data Subject rights; My Vodacom App; send an email to Privacy@vm.co.mz; go to our stores  or  contact our Customer Services  team at 84 111.

Right to access personal data

You have the right to make a request for a copy of the personal data that Vodacom holds about you. To make this request as an individual or an authorised 3rd party, ysend an email to Privacy@vm.co.mz go to our stores or contact the Customer Services team at 84 111.

Right to data portability

You have the right to be able to take with your data you provided to us in certain circumstances. For example, Vodacom ensures that you can take your data with you by allowing you to download your monthly bills go to our stores  or  contact our Customer Services  team at 84 111.

Right to object to use of personal data

You have the right, in certain circumstances, to object to Vodacom processing your personal information.

To opt out of Marketing messages:

If you no longer want to receive marketing messages from Vodacom, you can select to opt out of all marketing communications or only selected methods (email, SMS MMS, phone or post). 

There are various ways to opt out:

  • Through the short code *109*;
  • Contact our customer services team – see the contact us page;
  • Click the link at the end of a marketing email or text to unsubscribe;
  • Tell the adviser if you receive a marketing call;
  • Disable push notification messages, including marketing messages, at any time in our apps by changing the notification settings on your device or by uninstalling the app;
  • Email privacy@vm.co.mz, for guidance.

Opting out does not mean that you won’t any longer receive service-related messages. You will still continue to receive those (unless we have indicated otherwise).

To opt out of receiving marketing communications from other Vodafone Group companies, just contact them directly.

In some cases, you may receive marketing from Vodacom, even if you’re not a customer or never had contact with Vodacom. This is a result of third-party marketing lists which Vodacom may acquire from time to time. If you’ve registered to opt out of such marketing, you shouldn’t receive such communications. If you do, we ask that you let us know immediately.

To manage Cookies and understand more about what they are:

Want to disable a cookie, or understand more about what these are? Check the Cookies section of this policy for full details on how to do this.

To opt out of being included in Vodacom Analytics, or to understand about what it means for you:

While it can’t identify or contact you, it’s your choice whether you’re included. Please see the Analytics page.

To object to other processing where we rely on our legitimate interests:

Please contact our Customer Service 84111 team or email us at Privacy@vm.co.mz

How to lodge a complaint

If you want to contact us about any of your rights or if complain about how we use your information, contact our Customer Services 84 111 team or email us at Privacy@vm.co.mz We’ll do our best to help.

Right to restrict use of your data

If you feel data we hold on you is inaccurate or believe we shouldn’t be processing your data, please contact our Customer Services team to discuss your rights. In certain circumstances you will have the right to ask us to restrict processing.

Right to erasure

Vodacom strives to only process and retain your data for as long as we need to. In certain circumstances you have the right to request that we erase personal data of yours that we hold.  If you feel that we are retaining your data longer than we need, it is worth first checking that your contract with Vodacom has been terminated which you can do with Customer Services. If your contract with Vodacom has been terminated, we may still have lawful grounds to process your personal data (for more information on retention periods see How Long We Keep Your Personal Information For).

Our cookie policy

How we use cookies

We use cookies to keep track of what you've bought from us and what you've done on the site. Cookies also mean you can use services such as tracking your order, checking your account or topping up.

Our cookies don't hold personal information such as your name or bank details. They simply let us find information once you're logged in or help link your browsing information to you and your personal information when you choose to register for a service, white paper or newsletter.

To do this we sometimes use persistent cookies. We take looking after your personal information seriously – we're always monitoring and improving how we protect it.

We've put our cookies into the following categories, to make it easier for you to understand why we need them:

  1. Strictly necessary – these are used to help make our website work efficiently
  2. Performance – these are used to analyse the way our website works and how we can improve it
  3. Functionality – these help to enhance your experience by doing things like remembering products you've added to your basket
    1. Targeting/advertising – these are used to share some information with third parties who we advertise with, so we know how you've reached our website. We can also use cookies to identify the parts of the website you’re interested in. We then use this information to show you adverts and pages we think may also be of interest to you, to tailor how we communicate with you, or to tailor the contents of the communications we send to you. If you prefer, you can opt out of these. Tailoring of content means it includes information reflecting the interest you’ve shown in the content of our web pages, or offers or promotions that we think may interest you, and to improve how we respond to your needs.

In addition to this, sometimes other Vodafone Group companies will add a cookie to show you adverts and pages which may be of interest to you.

Cookies and you

To make a purchase online or sign up to services like My Vodacom App, you must have cookies enabled on your internet browser. The more popular browsers are:

  • Microsoft Edge
  • Firefox
  • Safari
  • Google Chrome
  • Opera

If you choose not to enable cookies, you’ll still be able to browse our website, but you won’t be able to buy online or the provision of Vodacom services/products may be affected.

Third Party Cookies

First party cookies originate from the same domain as the website you’re currently visiting in this case, www.vm.co.mz.

Third party cookies originate from a domain that’s different to the website being visited. For example, when you visit our website, we may link to another company's website – like our Facebook or Twitter account, or a video from our YouTube page.

So, when you 'Like' or 'Tweet' a phone from our website, these sites may sometimes put cookies on your computer. We don't control how they use their cookies, so we suggest you check their website to see how they're using them and how you can manage them.

Affiliates of the Vodafone Group with a different domain name may also place cookies on our website, to show you adverts or pages of other Vodafone Group companies that may be of interest to you. Details of these affiliates – and how to opt-out – are included in the table.

Third parties that may put cookies on our website are:

Controlling your cookies

You can control how you use cookies in your browser. 

How to check cookies are enabled for PCs

Google Chrome

  1. Click the menu button (three horizontal bars) at the top right of your browser window and select ’Settings’ then ‘Show advanced settings…
  2. Locate the 'Privacy' heading, and select 'Content settings'
  3. Now select 'Allow local data to be set'

Microsoft Edge

  1. Click on the ‘Settings’ icon (looks like a cog) at the top right of your browser window and select 'Internet options', then click on the 'Privacy' tab
  2. Ensure that your Privacy level is set to Medium or below, which will enable cookies in your browser
  3. Settings above Medium will disable cookies

Mozilla Firefox

  1. Click the menu button (three horizontal bars) at the top right of your browser window and select Options
  2. Then select the Privacy icon
  3. Click on Cookies, then select 'allow sites to set cookies'

How to check cookies are enabled for Macs

Safari on OX X

  1. Click on 'Safari' at the top of your browser window and select the 'Preferences' option
  2. Click on 'Privacy'
  3. Select 'Allow from websites I visit'

Block cookies

If you'd like to find out how to stop websites using cookies to remember what sites you visit, choose your browser from the list. This will take you to the browser's respective page where you can manage your cookies and site data:

Chrome

Safari

Firefox

 

Microsoft Edge

If you change your cookie settings in your browser, your experience with us won't be tracked.

Information on controlling and deleting cookies is also available at http://allaboutcookies.org