GoFibre Privacy Notice

This Privacy Notice explains how we use personal data when providing our services. We are GoFibre Broadband Ltd, trading as GoFibre, a subsidiary of GoFibre Holdings Ltd. If you have any further questions, please contact us or our Data Protection Officer (DPO) using the contact details provided on this website.

How We Process Personal Data

General Engagement

If you visit our website, we will capture details of your device (IP address, settings) and your visit (page views, times, etc) as a legitimate interest, to help us manage the performance and security of the website. Data will normally be anonymised for this purpose. This processing is supported by Cookies, which are explained on our Cookie Notice.

If you contact us, we will use the personal data you provide, including your contact details, as a legitimate interest to respond to your questions. We ask that you do not share special categories of personal data (health, religion, ethnicity, etc) or sensitive data (credit card data, identity documents, etc) when asking general questions.

If you provide your details as part of a competition, promotion or survey, we will use the personal data you provide as a legitimate interest to fulfil that duty.

If we’re working with you, in your professional capacity, we will use the personal data you provide, including contact details, availability, skills, etc, as a legitimate interest to work with you. For recruitment and employment, our internal privacy notice applies.

If you visit our physical locations, we will capture images of your visit on CCTV, as a legitimate interest for the purpose of security.

We record telephone calls as a legitimate interest for the management of security, performance and customer care.

We process special categories of data to make reasonable adjustments and to support customer care, as a substantial public interest under statutory obligations.

Marketing Engagement

If you subscribe for information about our products, services, offers and discounts, we will use your contact details and preference details as a legitimate interest to provide that information. 

If you have previously provided your consent for marketing materials, we will continue to send you marketing materials.

If we receive your phone number as a prospective customer, we will contact you for marketing purposes, as a legitimate interest, having checked the Telephone Preference Service (TPS) and our opt-out lists.

If we receive your address as a prospective customer, we will contact you for marketing purposes, as a legitimate interest, having checked the Mail Preference Service (MPS) and our opt-out lists.

If we receive your work (limited company) email address as a prospective customer, we will contact you for marketing purposes, as a “corporate subscriber legitimate interest”, having checked our opt-out lists.

If you’re entering or have entered into a contract with us, and you provide contact details (email, mobile number, social media, etc), we will contact you for marketing purposes, as a “soft-opt-in legitimate interest”, having checked our opt-out lists. 

You can opt out of marketing at any time by contacting us with your request.

Customer Engagement

When you register as a consumer customer with us, we will use your personal data to fulfil our contractual and legal obligations. If you fail to provide necessary data, we will not be able to provide our services. This personal data can include data about your identity, contact details, location, account data, bank account, and service usage, 

We also collect and retain certain types of communication data as part of operating our services:

• Traffic management and usage data (to manage the operation of our network).
• High level network data to support the lawful use of services.
• Call data to enable us to provide accurate billing in our Call Plan+ service.
• Information about the IP addresses assigned to your account.
• The number and type of devices that you allow to connect to your broadband service to help us with diagnostics.

Other Matters

We do not sell personal data.

We share data with third parties such as law enforcement and public authorities where required for legal obligations and crime prevention purposes.

We will rely on our legitimate interests and the need to fulfil our contract with you to share your information with selected third parties, including:

• business partners, suppliers and subcontractors (including our installation and repair partners) credit risk management and debt collection agencies.
• the One Touch Switching Company to participate in the scheme to enable easier switching between providers.
• any member of our group, which means our subsidiaries or parent undertakings as defined in the Companies Act 2006.
• if we are subject to a corporate transaction, such as mergers or acquisitions, we will share data with third parties as necessary for the transaction.

We share data with other third parties with your explicit agreement.

Third-party suppliers will only be given access to your information for the purpose and the duration necessary and will be required to comply with our requirements regarding confidentiality and security of your information.

It is important that the personal data we hold about you is accurate and current. Please keep us informed if your personal data changes during your relationship with us.

We anonymise and aggregate personal data for our analytics, management information and reporting purposes.

We only retain identifiable personal data for as long as needed including the original purpose of processing and associated purposes such as legal matters or customer questions.

Neither this website nor our services are intended for children and we do not knowingly collect data relating to children.

If you visit social media platforms or other companies’ websites that reference us, including any linked from our platforms, those organisations are independently responsible for their use of personal data. Please read their privacy notices. We do not accept any responsibility or liability for their notices or use of personal data.

We share hashed (one-way encrypted) customer email lists with social media platforms, to help produce profiles for marketing to similar individuals. You can opt out at any time by contacting us.

We process personal data in the UK. If we need to process personal data outside the UK, it will be subject to safeguards mandated by the UK General Data Protection Regulation.

Beware of Crime

Beware of criminals impersonating GoFibre staff. We will never contact you to ask you for your payment card details, usernames, passwords, or banking authentication codes. If you suspect you have become a victim of fraud please report this instance to the police through ‘Action Fraud’ via the website www.actionfraudpolice.co.uk or by calling 03001 232040. 

Your rights

Under certain circumstances you have rights under data protection laws in relation to your personal data. You can exercise any of these rights at any time by contacting us, using contact details provided on this website. You have a right to request:

• Request a copy of specific personal data about you that we are processing (commonly known as a “data subject access request”).
• Request correction of the personal data that we hold about you.
• Request erasure of your personal data that we hold about you.
• Object to processing of your personal data where we are relying on a legitimate interest.
• Request restriction of processing of your personal data.
• Request the transfer of your personal data to you or to a third party.
• Withdraw consent at any time where we are relying on consent to process your personal data.
• Request any automated decision making or profiling to be reviewed by a human.
• To raise a complaint with our company, our Data Protection Officer, or the Information Commissioner (ico.org.uk).

We will keep you informed about any further actions we require from you and about our response to your request. 

Updates to this Notice

We keep our Privacy Notice under regular review and reserve the rights to update this information as required. If you believe any information is missing, inaccurate or unclear, please let us know, so that we can improve it.