Because we are always looking to help Consumers and Business Customers with new innovative products and services, this notice may change over time, so we’d encourage you to check it regularly. If we make a major change, we’ll post this on our website.

• “Safaricom Ethiopia”, "we”, “us" means Safaricom Ethiopia and its subsidiaries,
• "Third party" means someone who is not you or us
• "Personal information" refers to personal information about you and includes without limitation MSISDN (Mobile Station International Subscriber Director Number) information (a unique identifier which is linked to your mobile phone number), location information, call data records, usage information, gender, nationality, marital status, age, disability, language, education, identity number, telephone number, email, postal address, biometric information, and financial, criminal or employment history.
• "Process (or processing)" means to any operation or activity, whether automated or not, concerning personal information, including: collection, receipt, recording, organization, collation, storage, updating or modification, retrieval, alteration, consultation, use, dissemination by means of transmission, distribution or making available in any other form, linking, as well as erasure or destruction of information.

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, how you have interacted with Safaricom Ethiopia even if you aren't a customer, or what we have obtained from a third party with permission to share it with us.
Safaricom Ethiopia will process your personal information based on:

• 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.
• Safaricom Ethiopia's legitimate business interests, for example, fraud prevention, prevention of tax evasion and financial crime, maintaining the security of our network and services, direct marketing, and the improvement of our services. Whenever we rely on this lawful basis to process your personal information, 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.
• Protecting your legitimate interests - for example, providing notifications regarding network availability and performance in your area, notification of emergency services, and fraud prevention.
• Compliance with a mandatory legal obligation, including for example, accounting and tax requirements, which are subject to strict internal policies, procedures, and your right to restrict usage of your personal information, which control the scope of legal assistance to be provided. We are also required to process your personal information pursuant to legislation.
• Consent you provide where Safaricom Ethiopia does not rely on another legal basis. Consent may be withdrawn at any time. When you give your consent, you will be given details on how to change your mind.

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

• Buy or use any of our products and services.
• Use our network or other Safaricom Ethiopia 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.
• Where your information is publicly available.
• Visit our business premises.

We are required to take all reasonably practicable steps to ensure your personal information is complete, accurate, not misleading and updated on a regular basis. To ensure this, we will always endeavor to obtain personal information from you directly. Where we are unable to do so, we will make use of verifiable independent third-party data sources who have the necessary authority to provide us with such information. We also collect information from certain organizations, where appropriate and to the extent we have legal grounds to do so.

We may also collect information about you on CCTV when you visit our premises or on other security cameras as part of our security and crime prevention measures.

The types of information we may process are, where applicable:

• Your name, address, phone and/or mobile number, your date of birth, gender, and email address. Where you have provided us with the personal information of a third-party (for example your spouse or family member), you guarantee that such third- party has given you consent to provide us with their personal information. Where you provide us with the personal information of a person under the age of 18 years (a minor), you confirm that you have the necessary legal authority or is legally competent, to provide their personal information to us.
• Your information about your bank account and other banking information.
• 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 how you are using data.
• Your location data. This can be precise where it uses Global Positioning System (GPS) data or by identifying nearby mobile phone masts and Wi-Fi hotspots and you enable location-based services or features. It can also be 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 correspondence with us, such as a note or recording of a call you make to one of our contact centers, 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 products and services.
• Your data sessions - We keep a history of the sites you visit in line with our retention policy. This is to enable connection to be made and for billing purposes, fraud investigations, network and store planning, campaign planning, marketing specific products such as URL bundles, identify visits to competitor websites, and personalization of services. To be able to provide detailed data usage on the Safaricom Ethiopia App we aggregate data used and report per category of usage.
• Photographs and images when attending any of our events or functions or accessing premises with surveillance cameras.
• Information we obtain from other sources, such as financial institutions and law enforcement agencies. This includes demographic data and interest-based data.

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.
• Safaricom Ethiopia may send you personalized marketing or show you personalized advertising if you have given permissions for cookies and similar technologies to collect information such as categories of websites you have browsed on your mobile device or pc, for example sports, music, or news. You can opt out of advertising on websites you browse through cookies management. In the case of marketing, see 'To opt out of marketing messages' in the 'Your rights' section of this privacy policy.

1. Share products and services with you

   -Processing your orders and provide service to you:

   • To process the products and services you’ve bought from us, install equipment at your property or deliver equipment to you, 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 you with 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 taken. For example, changes to our terms and conditions or service interruptions.

   -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 partners' roaming networks) and to solve technical issues if you are experiencing any.
   • To understand how Safaricom Ethiopia 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. Safaricom Ethiopia uses personal information such as your name, email address, password, mobile phone number and call records in order to do this. Safaricom Ethiopia creates aggregated and statistical management reports from this information that do not identify you individually. Safaricom Ethiopia may also take this personal information and de-identify it so that more in-depth analysis of our roaming services can be undertaken. This helps Safaricom Ethiopia 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 can identify you individually or link back to you in any way.
   • We conduct surveys to understand various aspects of our interaction with you, the use of our services and products and the network.

   -Managing our networks and understanding 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 and improve these, and develop more interesting and relevant products and services, as well as personalizing our products and services.
3. Marketing and tailoring our service to you

   -Marketing

   • As our customer, we will contact you to keep you informed about new and existing products and services, competitions, prize draws and other promotions and we may use your personal information to run those competitions, prize draw, events and promotions, only to the extent that you have not, at any stage, objected to receiving such marketing communications. We may also, with your consent, send you newsletters or white papers and occasionally invite you to participate in market research. We tailor these messages based on the products and services you’ve bought from us in the past and we will only provide you with marketing content regarding our own products and services that are similar to or related to the products and services previously provided to you.
   • With your permission, we can use your calling and messaging activities, location information and browsing information to further tailor our messages to you.
   • There are various ways that we may do this – including by email, post, phone, text, picture message or notifications through our apps.
4. 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. Safaricom Ethiopia Analytics is an end-to-end insight platform that offers responses to questions from businesses and public entities by analyzing Safaricom Ethiopia network data. It isn’t about individuals - it's about overall patterns, rather than any one person. Safaricom Ethiopia Analytics doesn't identify you or give anyone information which would enable them to contact you.

   At Safaricom Ethiopia we take governance of big data analytics seriously. Our data scientists are required to adhere to a Code of Ethics. We have a strict use case process that requires that applicable privacy policy checks are carried out before any use case commences. We also have strict rules ensuring that personal information is protected at the appropriate stage in the process.

   We use our analytics to, for example:

   • Conduct market research and to carry out research and statistical analysis, including to monitor how customers use our networks, products and services;
   • Frame our marketing campaigns and determine how we might personalize those;
   • Provide reports to third parties (such reports don't contain information which may identify you as an individual). These can be to third parties such as content providers, research companies and advertisers or as part of Safaricom Ethiopia analytics.
5. Fraud prevention and security

   We will process your personal and 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.

Where applicable, we share information about you with:

• Partners, suppliers, or agents involved in delivering the products and services you've ordered or used
• Credit reference, fraud-prevention or business-scoring agencies, or other credit scoring agencies
• Law enforcement agencies, government bodies, regulatory organizations, courts or other public authorities if we have to, or are authorized 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. They'll be responsible for their own compliance with applicable privacy laws
• 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 use to serve you marketing.

1. 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 information 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.
2. Third parties that we work with

   Where you’ve purchased Safaricom Ethiopia products and services using a third party or partner organization, 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 authorize them to use or disclose your personal information except in connection with providing their services. We ensure that all our service providers and contractors align to our policies and requirements.

   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 may not retain your personal information any longer than is necessary for achieving the purpose for which your personal information was collected or subsequently processed, unless:

• The retention of your personal information is required or authorized by law
• We reasonably require your personal information for lawful purpose related to our function or activities
• The retention of your personal information is required by a contract that we enter into with you
• You or competent person consent to the retention of personal information relating to a child.

• We have specialized security team who constantly review, improve, and ensure the implementation of appropriate, reasonable technical and organizational measures to protect your personal information from unauthorized access, accidental loss, disclosure, or destruction.
• Communications over the internet (such as emails) 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 unauthorized 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. You are therefore required to 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.
• Despite the security measures we have in place to protect your personal information, (firewalls, password access and encryption methods) you acknowledge that it may be accessed by an unauthorized third party, e.g., as a result of an illegal activity.
• In the unlikely event of such access, we will notify you, where possible, via email, SMS or using the address you have provided us with, within a reasonable time of us becoming aware of such occurrence.

Below we set out details on how you can exercise your rights.If you have a question or cannot find the answer, please contact our Customer Services team at 700

1. Right to access personal information

   You have the right to request a record or description of the personal information that Safaricom Ethiopia holds about you. This includes the right to request Safaricom Ethiopia to confirm whether or not we hold any personal information about you; as well as information about the categories of third parties who have, or have had, access to your personal information. You can contact our Customer Services team at 700.

2. Right to correct personal information

   You have the right to correct information held about you if it's not accurate, out-of-date, excessive, irrelevant, or misleading. If the information we hold about you is inaccurate or needs to be updated, you can contact our Customer Service team at 700.

3. Right to object to use of personal information

   You have the right, in certain circumstances, to object to Safaricom Ethiopia processing your personal information. In order for Safaricom Ethiopia to provide you with products and services, Safaricom Ethiopia is required to process your personal information and as such the provision of your personal information is mandatory and you may not object to same in order to continue using our products or services. For more information or to exercise this right, please contact our Customer Services team at 700.

4. Right to opt-out of marketing messages

   If you no longer want to receive marketing messages from Safaricom Ethiopia, you can choose to opt out at any time.

   There are also various other ways to opt out:

   • Contact our customer services team at 700,
   • Contact our customer care team for guidance,
   • If you’re opted out of marketing, you may still receive service-related messages.

   You may have received marketing from Safaricom Ethiopia even if you're not a customer or have never had contact with us. This is a result of third-party marketing lists which Safaricom Ethiopia may acquire from time to time, stating that you have given permission to be contacted by other organizations. If you've registered with us to opt out of marketing from Safaricom Ethiopia, you shouldn’t receive such communications. If you still do, we ask that you let us know immediately by contacting our customer care team on 700. This will only stop marketing from us and not stop the third parties from sharing your personal information unless you contact them directly.

Cookies are tiny text files that are stored on your computer, tablet, or mobile phone when you visit a website. The cookies mean that the website will remember you and how you've used the site every time you come back.

We use cookies to make our website work, or work more efficiently. We also use cookies to track what you've done on the site so we can understand what you like and use or don't like and don't use to provide a more enjoyable, customized service and experience, as well as to help us develop and deliver better content, products and services tailored to our customers' interests and needs.

Our cookies don't hold personal information such as your name. 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 analyze the way our website works and how we can improve it for example which pages you visit the most often and if you get any error messages from web pages;
3. Functionality – these help to enhance your experience by doing things like remembering choices you make and provide a more enhanced, personal features; and
4. 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 are 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.

For more information about your rights, see sectio Your Right in this privacy policy. If our policy does not answer your concern/s you may wish to make an individual rights request to Safaricom Ethiopia.

Please put your request in writing and submit by secure email to: Privacy@safaricom.et.