Who Are We?
We are Magnet Plus. Magnet Plus is a registered business name for two companies, Magnet Networks Limited and Airspeed Communications Limited. Magnet Networks Limited’s Company Registration Number is 391141 and Airspeed Communications’ Company Registration Number is 360929. Magnet Networks and Airspeed Communications are part of the Speed Fibre Group of companies (www.speedfibre.ie).
This Data Protection Notice applies to the processing of data relating to you by Magnet Networks Limited and Airspeed Communications Limited when we are supplying and managing phone and internet services to consumers and to business customers. It also applies to when we supply cyber security services to business customers.
Our Data Protection Manager
You can contact our Data Protection Manager in the following ways:
By email: firstname.lastname@example.org
By Post: Attention Data Protection Manager
IDA Business and Technology Park
Understanding important data protection terms
The person or an organisation that decides why and how personal data will be collected and used is known as a “Data Controller.” A “Data Processor” is a person or organisation that collects or uses personal data to do something for a Data Controller.
When you are dealing directly with Magnet Plus, we are a Data Controller. If you are dealing with another company who we are supplying services to, we are a Data Processor and we work to the instructions of the Data Controller.
You will always be a “Data Subject.” Any data that relates to you is “Personal Data.” This does not include data about companies or anything else that is not a living person.
What do we use your personal data for?
When we are doing things as a Data Processor for another company, we will only use your personal data to:
- Contact you
- Schedule appointments
- Do other things at the request of the Data Controller that are necessary to supply services to you or your business, including giving you updates on service affecting issues.
When we are doing things as a Data Controller, we will use personal data relating to you for the following key purposes:
|Key Purpose||Categories of Personal Data|
|Sales||We will use your name, email address, telephone number to prepare sales quotations and orders for the supply of services. This includes the “Buy Now” feature on the website. If a member of our sales team must call you, email you, or call to you to your address to discuss your needs, we will use personal data for that purpose. If you give personal data to us through our online chat function on our website, we will process that information as part of our online sales process. If you tell us that a member of your household has a medical condition or other limitation that would make them a vulnerable customer, we will record that fact on your account.|
|Supply||We will use your name, email address, telephone number, and address to contact you in relation to the install and supply of service and to send you any necessary equipment by post. If a technician visit is necessary to install equipment or enable the supply of services to you, we will use your personal data to arrange the visit and do the necessary work. We will share your data with a Data Processor acting on our behalf if a technician visit is necessary. When we supply broadband or telephone services to you, we will process data about your use of that service. You can find out more about what types of data we need to process to supply you with your services in this guide. If you are a business customer and your company are using our Cyber Security services, data that could be directly or indirectly linked to a living person will be collected as part of the operation of those services. You can find out more about what types of data we need to process to supply you with Cyber Security services in this guide.|
|Support||We will use data such as your name, your email address, your phone number, or your address to respond to customer service queries you might raise with us about the supply of services or your bill. If a technician visit is necessary to investigate or solve your technical query, we will give your details to technicians working on our behalf so they can call to you to do any necessary work. The information we give our technician partners will include your address, your email address, and your contact telephone number. If any other third party, like a technician, must do work on our behalf to provide support services to you as our customer, they will have access to customer and product information relevant to the product or service they are helping you with. We will use data relating to your complaints or fault reports for statistical reporting of performance by suppliers against their Service Level Agreements with us. If you access our customer self-service portal, we will use information about you such as your login details to make sure it is you logging in and to display your account information to you. We will also process data relating to any faults you have reported to update you about their status. If there is a problem affecting service in your area, we will use your contact information to let you know about it.|
|Billing and Payments||We will use your name, email address, contact address, and other relevant personal data for the purposes of generating and sending your bill. We will also use data such as the phone numbers dialled, the duration of calls, and the time and date of calls to calculate your bill. If you contact us to query a bill, we will use data about you to verify your identity, to investigate your query, and, where we can, to resolve it. If you sign up for a direct debit payment we will process your bank details, your name, and your contact information for the purposes of setting up and administering your direct debit mandate. When you make payments, we will process your bank details and account number to credit payments received to your Magnet Plus account. If your account falls into arrears due to you not paying bills, we will transfer your account to our Debt Collections unit and your personal data will be shared with our debt collection agencies where necessary.|
|Quality Assurance & Training||We will record calls made to MagnetPlus by you or from MagnetPlus to you. These calls will include personal data relating to you such as your name and your account details.|
Our Legal Basis for Processing Personal Data
We need to have a legal reason for processing personal data under data protection law. The table below summarises our basis for processing data for each of the high-level purposes described in the last section.
|Key Purpose||Lawful Basis for Processing|
|Marketing||For electronic marketing (email) we rely on consent. If we have collected your information the course of a sale, marketing will rely on a “soft opt-in” under the relevant legislation (SI336/2011). You can opt out of email at any time. For telephone marketing to landlines, we process data based on our legitimate interest. You can opt-out either by telling us or by opting out from marketing calls on the National Directory Database. For telephone marketing to mobile phones, we rely on consent as the lawful basis, except for Business-to-Business calls where you have supplied your mobile number as a business contact. For postal marketing we rely on our Legitimate Interest. You can opt-out of postal marketing at any time. We also use data from your visits to our website if you have accepted cookies on the website or your opening of marketing emails to help understand our customers better.|
|Sales||To give you a quote for services it is necessary for us to process data about you like your name, email address, address, or phone number so we can issue a quote to you before entering a contract with you. When you decide to buy services from us it is necessary for us to process data about you so we can set you up as a customer and deliver services to you. Where necessary, this will include performing credit checks. When we are setting up your account, or at any time after you have become a customer, you can tell us who else we can talk to on your behalf about your account (a “nominated account contact”). We will collect and store their data so we can be sure we are talking to the correct person about your account if they contact us.|
|Supply||When we are supplying services to you it is necessary for us to process data relating to you for so we can provide you with the services under your contract with us. You can opt-out of the processing of this data, however it would mean that we would be unable to deliver some services you are using as a customer of Magnet Plus and might not be able to supply services at all. We need to record how you use our services (for example the count of calls you make, how long they are, and where you are calling) so we can produce correct bills for your use of our services. This will result in us processing data relating to you or others so we can bill you correctly.|
|Support||When you contact us about a fault or other problem with services, we are providing you, we will process personal data about you so we can deliver on our contractual obligations. When we must share data with technicians or other third parties so we can get your issues resolved, this information will be shared on the basis that it is necessary to carry out our contractual obligations to you as our customer We perform analysis on how well support issues are resolved. This is in our legitimate interest to help us hold suppliers to account and to ensure they are meeting their contractual obligations to us.|
|Billing and Payments||It is necessary for performance of our contract with you to process data relating to you so we can bill you correctly. It is necessary for performance of our contract with you for data to be shared by us to our Debt Collections agencies in cases of unpaid arrears. It is necessary for performance of our contract with you for us to process data about you and your bank account so we can set up direct debits or other payment methods. It is in our legitimate interest to use data relating to you to make sure we have correctly recorded payments you have made to us and correctly credited your account.|
|Quality Assurance & Training||It is in our legitimate interest to record calls to and from Magnet Plus so we can review and improve the quality of our customer service, provide training to staff and ensure they interact with customers to the standard we expect, and so that we can carry out any necessary investigations into disputes about quality of service or employee behaviour.|
In circumstances where we process data about you based on your consent, you can change your mind and withdraw that consent at any time.
If we need to process data relating to you as a statutory or contractual requirement, failure to provide that information will result in us either not being able to supply service or having to cancel your services.
Who else do we give your data to?
Apart from other companies in the Speed Fibre Group who help us deliver services and companies employing technicians working on our behalf to deliver services to you, we will share data with the following categories of recipients:
- Other companies in the Speed Fibre Group where necessary to deliver services to you.
- The National Directory Database (NDD)
- Other telecommunications operators for the purpose of connecting calls or relaying internet traffic.
- Law Enforcement Agencies such as An Garda Siochana (the Irish Police Force) for the purposes of the prevention, detection, or investigation of criminal offences and the protection of public safety. We share data with law enforcement agencies when we receive a valid request or when we receive a Court Order requiring us to share certain data.
- Other parties on receipt of a Court Order that requires us to share certain data.
Do we transfer data outside the EU?
We use many computer systems and technologies to deliver services to you and to run our business. Some of these can involve transfers of data outside the EU.
When this happens, we ensure that there is a valid legal basis in place for such transfers. Methods used include Standard Contractual Clauses or, where necessary, relevant case by case exceptions under Article 49 of GDPR.
How long do we keep your personal data?
We keep your personal data for as long as is necessary for the purposes we collected it or obtained it. The table below summarises the guidelines we apply to setting the retention periods for personal data processed by MagnetPlus.
|Key Purpose||Guidelines for Retention Periods|
|Marketing||We keep historic records of your marketing preferences for 12 months after any change for audit and verification purposes. We keep records of marketing communications sent to customers for 24 months after they cease to be a customer.|
|Sales||We keep copies of quotes for service for 3 years from the date of the quote We keep copies of customer contracts for 3 years after the year in which the contract ends. If a contract is amended or changed during the contract period, we keep copies of the old contract for six years from the year in which the contract changed.|
|Supply||We keep Call Data Records for 2 years after the year in which the calls were made. We keep records of relating to the installation of services or the shipping of equipment to you for 6 years after the year of installation.|
|Support||We keep records of fault reports and fault handling in relation to your account for 6 years from the year in which the incident was logged.|
|Billing and Payments||We keep Call Data Records for 2 years after the year in which the calls were made for audit purposes. We keep copies of bills and records of payment for six years after the year in which the bill was issued. We keep bank and credit card details for the duration of your customer contract plus 18 months to allow for bill disputes.|
|Quality Assurance & Training||We keep call recordings for no longer than 30 days from the date of the recording.|
It is important to note that Call Data Records up to 2 years old can be accessed by various agencies under the Communications (Retention of Data) Act 2011 and we must keep certain data for up to 2 years under that legislation.
What are your rights as a “Data Subject”?
You have certain rights in respect of your personal data arising from Chapter 3 of the General Data Protection Regulation. Please note that there is no obligation on MagnetPlus to keep data longer than is necessary for our purposes. Therefore, if you contact us to exercise a right, we might not be able to act on your request to your satisfaction because the data may have already been deleted.
The Right to Information
You have the right to be given information about what MagnetPlus does with your personal data. This Data Protection Notice, and other relevant documents we provide, gives you that information.
The Right of Access
You have the right to obtain a copy of personal data which we hold about you. Depending on your customer type and how long you have been a customer, different information may be held by us, and there may be “gaps” in our records due to changes to our data management policies and practices over the years and the different practices of companies which have been combined into the SpeedFibre Group. So, we will provide you with all data which we hold relating to you, but we may no longer have a copy of the record or document you are looking for.
The Right to Rectification
You have the right to have any inaccurate personal data that we hold about you corrected or updated.
Where you are a customer, we would ask that you ensure your personal information is accurate and up to date on our online portal and that, if any of your information changes, that you log on to our online portal (which is available 24/7) and update your details.
Right to Erasure (the “Right to Be Forgotten”)
You have the right to have data about you erased if we no longer need it for our lawful purposes. Our data retention schedule means we will dispose of data when we no longer have a reason to hold it. This is how we give effect to your right to erasure. You can still make a request to have data erased, but we may have an overriding legitimate reason for keeping your data.
Right to Restrict Processing
You have the right to have processing of data restricted;
- While we verify the accuracy of your data or correct it if necessary;
- If the processing is unlawful and you request restriction of the processing rather than erasure of the personal data;
- If we no longer need the personal data for the purposes of the processing, but you require us to keep it for the establishment, exercise or defence of legal claims; and
- While we consider an objection made by you under your Right to Object
Right to Data Portability
You have the right to obtain a copy of certain personal data in a commonly used, machine readable format. This right is limited to data which;
- You gave to us either directly by filling out a form or talking to one of our staff, or indirectly by using our services;
- Is processed by us on the basis of consent or a contract; and
- Is processed by automated means.
Right to Object to Processing
You have the right to object to the processing of your personal data for the purposes of a legitimate interest or in the public interest or in exercise of official authority vested in us as data controller. Where you object, we will either show compelling legitimate grounds for the processing, or we will stop the processing it.
You have the right to object to your data being used for direct marketing. You can opt-out of direct marketing at any time using the methods provided in marketing messages you receive from us.
Right in respect of Automated Decision Making
We make decisions relating to credit scoring based solely on the automatic processing of personal data which you provide to us as part of your application. When we make such a decision about your application, you will be notified of the outcome. You will have chance to talk to a member of our team to express your point of view and to contest the decision.
How to Exercise your Data Protection Rights
You can exercise your data protection rights by contacting our Data Protection Officer at email@example.com
To help us help you, we might ask you to fill out a form to make sure we can correctly find the data you are looking for. To protect the security of your data, we might also have to ask you for more information to confirm your identity.
If your requests are manifestly unfounded or excessive, we have the right to either refuse your requestion or to charge you a reasonable administrative fee. (We benchmark our reasonable administrative fees against those charged by Public Sector organisations for Freedom of Information Requests).
We aim to provide you with your data in 30 days or less, as required by law. If we have received complex requests or high numbers of requests, the law lets us extend that target by an extra 60 days if necessary.
You should note that, in line with our obligations under data protection law, we do not keep data for longer than is necessary. That means that data may have been deleted by the time a request for access is made and we won’t be able to give it to you.
Your Right to Complain
You have the right to make a complaint to the Office of the Data Protection Commission if you are unhappy with how we are processing your personal data.
You can find their contact details on their website at https://dataprotection.ie/en/contact/how-contact-us.
Changes to Our Data Protection Notice
This Data Protection Notice is updated regularly. When we make changes to this data protection notice, we will highlight this on our website and through other relevant channels.