Customer service

How we process customer and personal data

Privacy and confidentiality are not just words to us. We often participate in the public debate about everyone’s right to privacy online. You can rest assured that we deliver secure services and that we safeguard your privacy.

We don’t keep more information about you than is absolutely necessary, and we keep your data safe. We do not sell your information to third parties, and we handle all customer information in accordance with the GDPR (General Data Protection Regulation 2016/679).

What is personal data?

Information that can be directly or indirectly linked to a person, such as name, social security number, location data and other data that can identify a person.

What is customer information?

Information related to a contract between Bahnhof and the customer, such as name, address details, telephone number and social security number. Customer information is created, for example, when you:

  • order a service
  • visit our websites
  • call our customer service
  • send us an SMS or e-mail

Customer information may also consist of publicly available personal data, for example from a credit reference agency.

What is traffic data?

Traffic data is created when you use a service. It is technical information needed for our communication systems to work, such as IP address and phone call history.

So traffic data is not the same as the content of the traffic, it is purely technical information.

Does Bahnhof store personal data?

We only store the data that is necessary for us to deliver our services, provide support and bill correctly.

How does Bahnhof handle personal data?

All personal data is handled carefully and is only stored in our own data centres.

Communications between us and subcontractors are either encrypted or takes place through SSL-secured portals.

Our systems send as little information as possible to external systems and when they do, we anonymise data where possible. Whenever possible, we replace personal data with customer numbers, and use customer service information instead of names or social security numbers.

How long does Bahnhof keep customer information?

We always keep the amount of stored information to a minimum. The data is only used for exactly what it is needed for, for example to deliver your service, or to comply with legal requirements.

If you cease to be a customer with us, your information is kept for 24 months.

Otherwise, we delete or anonymise the information as soon as there is no longer a purpose or legal obligation to store it. In some cases, we retain personal information to comply with legal retention periods.

Does Bahnhof release customer information?

We are obliged to disclose customer information to the police and other authorities in certain cases.

We only disclose customer information to third parties if it is necessary for us to deliver your service. Here are some examples of subcontractors:

  • Open networks, city networks and communications operators.
  • 21 Grams AB (distribution of invoices)
  • Subcontractors who carry out physical installations in buildings on behalf of Bahnhof

If we use a subcontractor whose operations are wholly or partly outside the EU/EEA, we take measures to ensure that your customer information is handled securely and in accordance with applicable laws.

What are my rights regarding my customer information?

Here are some examples of your rights regarding your customer information:

  • Access the data we process about you.
  • Have inaccurate information corrected or
  • Request deletion of data under certain circumstances, for example if the data is not needed for the purpose for which it was collected, if you withdraw your consent, or if you object to the processing of the data for marketing purposes.
  • Request limited processing of the information, if it is inaccurate or if it is not necessary for the purpose for which it was collected.
  • The right to data portability

You can file a complaint with Integritetsskyddsmyndigheten (IMY).

How can I contact Bahnhof to find out more?

If you have questions or want to know more about our work with personal data, you can always reach us at, for example:

  • If you want to know more about the information we store about you as a customer
  • If you want to correct/delete information
  • If you want to withdraw submitted consents

Does Bahnhof follow the General Data Protection Regulation (GDPR)?

Yes. In accordance with the General Data Protection Regulation (GDPR), we always rely on the so-called legal bases:

  • You must have consented to your personal data being processed for one or more clear purposes, for example when you call or email our customer service.
  • The processing is necessary for you to enter into a contract with us, or for us to take steps at your request before a contract is concluded, for example to deliver internet to your address.
  • The processing of your data is necessary for us to comply with the law, for example to keep financial information in accordance with accounting legislation.
  • The processing of your data is necessary for purposes relating to our interests, unless your interests or rights and freedoms outweigh these and require the protection of personal data, for example to prevent misuse of our services.