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Who we are?
Epic, located at 87 Kennedy Avenue, 1077 Nicosia, Cyprus is committed to compliance with all relevant EU and Member State laws in respect of Personal Data, and the protection of the “rights and freedoms” of individuals whose information epic collects and processes in accordance with the General Data Protection Regulation 2016/679 (EU) (GDPR).
What Personal Data are processed?
The Personal Data processed by epic or its sales agents vary according to the interaction we have with you and the services / products we offer you. Personal Data may include amongst other:
a. Customer Data -your name, surname, id / passport number, email address, residence and billing address contact number(s), payment records, invoices issued per service per month, details of authorizors per contract, direct debit details (where needed), debit or credit card details (where needed), any customer preference’s (where needed), voice recordings and complaints with epic call center and any other support teams for improving your experience;
b. Telecommunication and Billing data – location data, numbers called, date, time and duration of a call, IP address, internet browsing, applications and devices details, modem data, TV traffic data, Set Top Box data, TV channels and programs watched, Video on Demand (VOD) data, billing records;
c. CCTV data - Closed Circuit Surveillance System processing in epic stores and other premises where needed for security purposes.
Keeping your Personal Data secure
What are the sources of Personal Data collected?
Generally, epic, may collect your Personal Data when you:
a) Call epic call center or visit our shops for information;
b) Subscribe to epic services and/or products;
c) Register as an epic subscriber;
d) Enter any promotions, competitions or prize draws;
e) Make changes to, or close your epic account;
f) Buy from us – whether it's in an epic shop, online, over the phone, Company’s sales agents or somewhere else;
Purpose of Processing Personal Data
Your Personal Data shall be strictly processed, used or disclosed by epic solely for the purposes of:
a) fulfilling our obligations and providing you the services required under an agreement with us;
b) managing your account and help you to manage your account;
c) getting in touch with you (e.g. if we need to tell you about any problems with a service);
d) recovering any money, you might owe us;
e) complying with any legal and/or regulatory obligation to which epic, as the Controller, is subject to;
f) maintaining our client relationship management systems;
g) client support;
h) checking your creditworthiness, credibility and payment integrity so we can assess and decide on whether we can give you (and members of your household) credit, credit-related Services;
i) resolving client complaints and handling requests and enquiries;
j) conducting investigations relating to disputes, billing, suspected illegal activities or fraud;
k) processing of payment instructions, direct debit facilities and/or credit facilities requested by you;
l) analyzing your use of the products and/or services to help us improve, review, develop and efficiently manage the products and/or services offered to you;
m) managing our network;
n) your Personal Data may be shared with other network operators, so you can make and receive calls, so epic may transfer numbers from one network to another and to monitor or investigate fraud. Epic may also need to give your personal details to emergency services.
Disclosure of Personal Data
We will not disclose your Personal Data to anyone. We will only disclose your Personal Data to third parties on the following occasions:
a) Where you have specifically given us your consent to disclose your Personal Data for a designated purpose;
b) Who are acting on our behalf as our agents, suppliers or service providers, solely to enable us to more efficiently provide you with epic services. Such entities act under strict contractual controls, requiring them to maintain the confidentiality of all such Personal Data and to use such data solely for purposes related to the provision of epic services;
c) As may be set out in the terms and conditions applicable to an epic service, to facilitate the provision of such epic service, such as fulfilling legal requirements;
d) As required by law, including by an order of any court, institution or body with jurisdiction or authority to compel the production of information, or in order to protect or defend a legal interest; or
How do we transfer data about you?
If epic sends your data to a country that is not in the EEA, we will make sure that your data 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 EU data protection standards then we will ask the third party to enter into a legal agreement that reflects those standards.
How long we keep your Personal Data?
Epic stores your Personal data for the duration of the contract and/or for as long as we are required to perform the contract and/or as long permitted by law. If there is no legal requirement to hold on to your Personal Data, these will be deleted according to the Company’s retention policy. Upon expiration or termination of your contract with our Company and in the absence of any outstanding balances, legal disputes, claims or complaints on your behalf, your Personal Data may be retained for satisfying the requirement of the below laws:
• The Retention of Telecommunication Data for the Purpose of the Investigation of Serious Criminal Offenses Law of 2007 (Law 183 (I) / 2007) for the purpose of criminal offenses;
• The Limitation of Conduct Rights Law 2012 (Law 66 (I) / 2012) for the purpose of Court claims;
• The Value Added Tax Law of 2000 (95 (I) / 2000) and the Taxation and Collection of Taxes Act of 1978 (Law 4/1978) for the purpose of taxation;
• The Provision and Use of Payment Services and Access to Payment Systems Act of 2018 (Law 31 (I) / 2018) for the purpose of payments.
Otherwise, your data will be deleted in a way that is not technically recoverable.
What are your rights?
Under the law, you have a number of rights that you can exercise free of charge. Below we have included a summary of these. If you would like to discuss or exercise any of these, please contact us through the details provided:
a) Right to correct Personal Data - If you believe any of the Personal Data, we hold about you is incorrect, you can request we update it;
b) Right to access Personal Data – You have a right to request a copy of the data that we hold about you, and how it has been processed;
c) Right to data portability - You have the right to receive the Personal Data about you which you have provided to us, in a structured, commonly used and machine-readable format and have the right to transmit those data to a third party;
d) Right to object to use of your data - Where we are processing your data for the purposes of direct marketing, or any legitimate interests that epic is reliant upon, you can object at any time to this processing;
e) Right to erasure - In some circumstances, such as where we no longer have a justifiable reason to continue to process your data, you can request we delete it;
f) If you have a complaint, you can contact us on the details provided. We’ll do our best to help but if you’re still unhappy, you have the right to lodge a complaint with the supervisory authority if you think that any of your Personal Data rights have been infringed by epic. (firstname.lastname@example.org).
However, there may be circumstances where you ask us to restrict the processing of your Personal Data, but we are legally entitled to refuse that request.
Please note that if your Personal Data has been provided to epic by a third party (e.g. a referrer), you should contact that organization or individual to make such queries and/or complaints. For any further information on how epic uses your Personal Data, you may contact: Email: email@example.com
Last updated: 25/05/2018