Understanding Your Data Rights

View your bills  in the TalkTalk PLUS app. If you want to keep a copy of your bills, it's really easy to download them as a PDF for your records.

You can request a copy of the information we hold on you ( such as personal data, call recordings, notes, contracts & copies of correspondence) by completing a subject access request. It’s free-of-charge to request your information. However, if your request is deemed excessive, we may request you to make a payment or refuse to respond.

You can request your information in the TalkTalk PLUS app. To do this:

1. Select the More tab in the TalkTalk PLUS app.
2. Under Manage your data, select Data Privacy
3. Select Subject Access Request (SAR)
4. Under Your information, select the button next to any options you'd like the information for
5. Under Select timeframe, either select All time for all information we hold on you, or use the calendar to select a date range for the information you'd like access to
6. Under Format, select how you would like to receive the information (As a paper copy, on a USB drive, or on a CD)
7. Select Submit request to send your request through

Your request will be processed within one month upon receipt of all of the above. For more complex requests we may extend our handling time for a further two months. If we need to do this we will let you know. Once processed we’ll send your information back to you. If you've requested a physical copy,  it will be burned onto a password protected disk or encrypted USB stick. Please note that your password will be sent separately. If you've requested a paper copy, we will send this as a PDF document to the email address attached to your account.

In certain circumstances, you have the right to have your personal data erased. This right is not absolute and only applies in certain circumstances. You can submit your request in the TalkTalk PLUS app. To do this:

1. Select the More tab in the TalkTalk PLUS app
2. Under Manage your data, select Data Privacy
3. Select Right to be forgotten

Remember to include enough information for us to identify your account and ensure we can verify you are authorised to access this information.

Under the new privacy laws, you may ask us to port your personal data to you, which you could then use to move your service to another provider.

Within the telecommunications industry, we already help customers to move or port their telephone and mobile numbers to different providers. Beyond this, there is no agreed or standard format for personal data files to be shared across internet service providers. At the moment, it’s therefore unlikely that you’ll be able to use this file with another provider.

For technological and security reasons, we do not currently accept these files from other providers.

The following information will be included in a csv file which is generated when you download your data file:

• Name
• Title (Mr/Miss/Doctor)
• Installation address (current active)
• Correspondence address (current active)
• CLI(Landline - Current active)
• CLI(Mobile - Current active)
• Contact Number: Mobile
• Email address

You can download your data file through the TalkTalk PLUS app To do this:

1. Select the More tab in the TalkTalk PLUS app
2. Under Manage your data, select Data Privacy
3. Select Data portability
4. Select Download data information to download a file with your details on it.

Remember to only download your data file on your own device rather than a shared device where someone else could access your personal information.

You have an absolute right to stop your personal data being used for direct marketing. You can also object if the processing is for our legitimate interests (or those of a third party). You can update your marketing preferences at any time in the TalkTalk PLUS app. To do this:

1. Select the More tab in the TalkTalk PLUS app
2. Under Manage your data, select Data Privacy
3. Select Right to object/restrict
4. Select any settings you wish to object to, then select Submit to save your changes

In these circumstances, this is not an absolute right, and we can continue processing if we can demonstrate compelling legitimate grounds for the processing, which override your interests, e.g. we need it for the exercise or defence of legal claims.

You can register your objection by contacting us. When registering your objection please be aware that, depending on the processing you're objecting to, this may impact the relevance of any communications we can send to you e.g.:

• Product and service recommendations are likely to be less relevant as these are typically based on how you’ve used our services.
• Offers are typically based on your behaviour and therefore may be less relevant if we cannot process all the information we hold.
• We will not be able to use feedback from you to improve the service we provide to you and other customers.
• We will not be able to use your information in determining how effective our communications are

You have the right to have your personal data rectified if it is incomplete or incorrect. Updating customer details and records is an everyday part of our business processes at TalkTalk. If your personal data changes or you identify an error in any personal data we hold, you can update your records in the TalkTalk PLUS app. To do this:

1. Select the More tab in the TalkTalk PLUS app
2. Under Manage your data, select Data Privacy
3. Select Right to rectification
4. Amend the details in the app, then select Submit to finalise your changes

In some instances, we may require additional evidence to prove your identity before applying changes. We will let you know if this is the case.

In order to meet our obligations under privacy laws, we need consent to market to individuals. We won’t be able to contact individuals directly about any new products we launch, or promotions and offers that are relevant to them, if we do not have such consent. You can also choose how we contact you, for example by email, telephone or SMS.

You have the right to object to us processing your personal data in certain circumstances, e.g. if we are processing it for legitimate interests* or for direct marketing, including profiling.

When you do register an objection, please be aware that this may impact what we can do with your personal data e.g.:

• Any product and service recommendations are likely to be less relevant as these are typically based on how you’ve used our services.
• Offers are typically based on your behaviour and therefore may be less relevant if we cannot process all the personal data we hold.
• We will not be able to use feedback from you to improve the service we provide to you and other customers.
• We will not be able to use your personal data in determining how effective our communications are.

Additionally, you have the right to request that we restrict the processing of your personal data. E.g. if your personal information is not accurate

If you've legally changed your name, you'll need to submit a change of name form. Please note that the change of name form is only to change the name of the existing account holder. If you've noticed a mistake in the name on your account, e.g. a spelling error, please contact us and we'll amend this for you. To change your name in the app:

1. Go to your personal details in the More tab
2. Select your name
3. In the Change my name screen, download the name change form using the link provided
4. Take a photo of your completed form along with your supporting documents
5. Message us using the link on the Change my name page to submit your pictures

We require you to send us ID with the form to process a name change request. You can find a list of acceptable forms of ID evidence on the Change my name page in the app.

To change the owner of your account, both the current account holder and the new account holder will need to complete a Change of Ownership form. This can be requested by chatting to us in the app.