Data Processing Agreement (Customers)

Proximus Luxembourg S.A. markets ICT services and products for professional customers under the Proximus NXT brand.

Download our General Terms and Conditions

Proximus Luxembourg S.A. markets telecommunications services and products for professional customers under the Proximus NXT brand.

New Conditions

Download our terms and conditions of services on APSAL & GESALL software

Download our terms and conditions of licences on APSAL & GESALL software

Discover the specific terms of roaming and net neutrality

TOP

Albania, Australia, Bosnia and Herzegovina, Brazil, Canada, Cape Verde, China, Dominican Republic, Dominica (Island of), Egypt, French Polynesia, Hong Kong, India, Indonesia, Israel , Japan, Macedonia, Malaysia, Mexico, Montenegro, Morocco, New Zealand, Russian Federation, Serbia, Singapore, South Africa, Sri Lanka, Thailand, Turkey, Ukraine.

ROW1

Afghanistan, Algeria, Anguilla, Antigua and Barbuda, Argentina, Aruba, Azerbaijan, Bahrain, Bangladesh, Barbados, Belarus, Belize, Benin, Bermuda, Bolivia, Bonaire, St Eustatius and Sabah, Botswana, Burkina Faso, Burundi, Cambodia, Cameroon, Cayman Islands, Central African Republic Chad, Chile, Colombia, Comoros, Congo Brazzaville, Congo (Democratic Republic of the), Costa Rica, Côte d'Ivoire, Cuba, Curacao, Dominica (Island of), Ecuador, El Salvador, Equatorial Guinea, Fiji, Gabon, Gambia, Georgia, Ghana, Greenland, Grenada, Guam, Guatemala, Guinea, Guinea-Bissau, Guyana, Haiti, Iran Iraq, Jamaica, Jordan, Kazakhstan, Kenya, Korea (the Republic of), Kuwait, Lesotho, Liberia, Libya, Madagascar, Malawi, Mali, Mauritania, Mauritius, Moldova, Mongolia, Mozambique, Namibia, Nauru, Nicaragua, Niger, Nigeria, Northern Mariana Islands, Pakistan, Palestine, Panama, Paraguay, Peru, Philippines, Puerto Rico, Qatar Rwanda, Saint Kitts and Nevis, Saint Lucia, Saint Vincent and the Grenadines, Samoa, San Marino, Saudi Arabia, Senegal, Seychelles, Sierra Leone, Solomon Islands (the),Somalia, Suriname, Swaziland, Syrian Arab Republic, Taiwan (Province of China), Tajikistan, Tanzania, United Republic of Tonga, Trinidad and Tobago, Turkmenistan, Turks and Caicos Islands, Uganda, United Arab Emirates, Uruguay, Uzbekistan, Vanuatu, Viet Nam, Virgin Islands (British), Yemen, Zambia, Zimbabwe.

EU

Andorra, Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Faroe islands, Finland, France, French Guiana, Germany, Gibraltar, Greece, Guadeloupe, Guernsey (Bailiwick of) Hungary, Iceland, Ireland, Italy, Jersey Iceland, Latvia, Liechtenstein, Lithuania, Malta, Man(Isle of), Martinique, Mayotte, Monaco, Netherlands, Norway, Poland, Portugal, Réunion, Romania, Saint Barthelemy, Saint Martin (French part), San Marino, Slovakia, Slovenia, Spain, St Pierre et Miquelon, Sweden, Switzerland, United Kingdom, United States of America.

ROW2 (zone d’exclusion, nos abonnements n’incluent pas ces destinations)

Angola , Armenia, Bahamas, Bhutan, Brunei, Djibouti, Ethiopia, Falkland islands, Honduras, Kyrgyzstan , Laos, Lebanon, Macau, Maldives, Myanmar, Nepal, New Caledonia, Papua New Guinea, Sao Tome & Principe, Sudan, Timor Leste, Togo, Tunisia, Venezuela.

Every dissatisfaction regarding your company with any part of our services.

Please talk to a member of our staff, preferably in the department you are complaining about, or through your usual technical/commercial contact which will try to solve any problem immediately. 

Alternatively, you can complain in one of the ways listed below: 
•    By email:  complaints@proximus.lu or calldesk@proximus.lu 
•    By writing to: The Direction - Proximus Luxembourg S.A. 18, rue du Puits Romain Z.A. Bourmicht 8070 BERTRANGE 

When complaining, please provide us with: 
•    your full name, 
•    address and phone number; 
•    what has gone wrong with our services and as much information as you can communicate about your complaint: what kind of complaint is it? (administrative, financial, commercial, technical…); 
•    a complete problem description and if applicable, all details and references concerning our invoice and/or technical intervention report.
 

We will try to solve your problem as quickly as possible. 

Step 1 : Our Customer experience will receive your complaint. He will then designate an “Owner” who will be in charge of the - resolution process and a “Sponsor”  representing the management who will be accountable of the resolution of your complaint.

Step 2 : Proximus NXT will gather and investigate all relevant evidence and information in relation with your complaint. We will provide an answer without undue delay and in any case, within a period which may not exceed one month between the date of receipt of your complaint. If an answer cannot be provided within this period, Proximus NXT will inform you of the causes of the delay and will indicate the date on which its examination is likely to be achieved. 

Step 3 : If you did not obtain an answer or a satisfactory answer at the level you submitted your complaint to in the first instance, Proximus NXT’ complaint handling procedure gives you the possibility to escalate the complaint up to the company’s management level (upon written request). 

Our complaints handling procedure is governed and defined in full compliance with the provisions of the PFS regulation. It reflects the concern for objectivity and search for facts and enables the identification and mitigation of any possible conflict of interests.

This email and any files transmitted may contain confidential information, protected by professional secrecy (article 41 of the law of 5 April 1993 on the Financial Sector). The information is intended for the sole use of the recipient addressed in this email. Any disclosure to, reproduction by or distribution towards an individual other than the recipient is no allowed. If you have received this email in error, please notify the sender. Delete or destroy the information as soon as possible. Please note that Proximus Luxembourg cannot assured the integrity of this message and consequently cannot be held responsible for any modification or falsification thereof. Any views or opinions presented herein are solely those of the author and do not necessarily represent those of the company. Thank you for your cooperation.

Proximus Luxembourg S.A., with registered office located in 18, Rue du Puits Romain, Z.A. Bourmicht, L-8070 Bertrange, Luxembourg, registered at the RCS of Luxembourg under n° B 19 669.

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Download our privacy policy

Personnal data collected on forms is recorded in a computerized file by Proximus Luxembourg S.A. in Grand Duchy of Luxembourg. Your data is retained for a period of 3 years, after which it is deleted.

You have the right to access, rectify, erase, restrict and object to the processing of your data. To exercise these rights or if you have any questions about the processing of your data by Proximus Luxembourg S.A., you can contact us by email at the following email address: dpo@proximus.lu or by post at : Proximus Luxembourg S.A., 18, rue du Puits Romain, L8070 Bertrange, Luxembourg.

You also have the possibility to lodge a complaint to the National Commission for Data Protection: www.cnpd.lu