Legal and contractual information
General conditions
Products and services
Modification of the General and specific conditions as of 01/06/23
Easy Switch
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As from 2 October 2023, a new compensation system will be introduced. In accordance with the regulatory framework, the Customer is entitled to receive from the new operator:
- an automatic indemnity of €30 if the technician does not show up within the agreed time window.
- an automatic indemnity of €10 per day if the switch results in a service interruption of more than one working day on the Proximus network.
At his express request, the Customer is also entitled to an indemnity of €6 per day for late activation of services.
The indemnities referred to are not due if the event giving rise to compensation is due to the Customer.
The General Terms and Conditions of Scarlet will be adapted accordingly.
Proximus websites and MyScarlet
Pricelist and tariffs
Current tariffs
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- Other national fixed networks(PDF, 505Kb)
- Premium calls & SMS(PDF, 100Kb)
- Standard rate(PDF, 242Kb)
- Mobile – National out of bundle rates(PDF, 368Kb)
National and International calls (landline)
International calls from Belgium (mobile phone)
Roaming rates (mobile phone)
Privacy policy
Privacy is important to you – and to us, too. That's why we respect your privacy.
The Proximus privacy policy aims to provide transparent information to data subjects regarding the processing of their personal data, as required by the General Data Protection Regulation.
With this privacy policy, Proximus wants to offer you more information about the personal data we collect about you, what happens with your personal data if you use our services and apps and/or visit our different websites, for what purposes your personal data are used, and with whom your personal data are shared. You can also find out how you can control our use of your personal data.
We therefore recommend you read this privacy policy carefully. You will soon discover that it contains interesting and very useful information. To make the policy more readable, we have divided the different topics into chapters, which are easy to consult using the selection menu.
For existing Customers (before July 12, 2023), as long as they have not been informed that they have been transferred to the Proximus IT infrastructure, this privacy policy applies. You will find a summary of the differences here.
Legal information and codes of conduct
Consumer info
Codes of conduct
This charter applies to relations between subscribers and their private customers and individual consumers. In this text, the term consumers is used for these persons.
- Charter for Customer Friendliness(PDF, 249Kb)
- Codes of conduct BeCommerce(PDF, 513Kb, in french)
- Performance indicators
- GOF guidelines for SMS/MMS services(PDF, 129Kb): as members of GOF (GSM Operator Forum), Proximus applies these guidelines
- GOF guidelines for Direct Operator Billing services(PDF, 170Kb): as members of GOF (GSM Operator Forum), Proximus applies these guidelines
Counterfeit prevention
The contractor shall at all times offer only products that it purchases from the original manufacturers and their wholesalers. Should consumers have doubts about the authenticity of products, they can refer to the website https://www.eccbelgium.be/ for more information and tips. If consumers suspect counterfeiting, they should file a complaint via Meldpunt (Report) on https://meldpunt.belgie.be/meldpunt/en/welcome.
Indicators concerning quality of service
- Fixed and mobile telephony and fixed Internet service quality
- Managing fixed and mobile Internet traffic on the Proximus network(PDF, 111Kb)
The estimated maximum upload and download speed (gives an average of the speeds that users experience on our network):
| Mobile internet | With a 4G smartphone |
|---|---|
| Estimated maximum upload speed | 20 Mbps |
| Estimated maximum download speed | 129 Mbps |
After-sales customer service
Questions about your online order or a product? Feel free to contact our customer service! Our team will answer your questions over the phone from Monday to Friday from 9 a.m. to 8 p.m. and Saturday from 9 a.m. to 6 p.m.
A complaint? call 02 275 27 27 or contact us.
You can also contact the Telecom Mediation Service by e-mail: klachten@ombudsmantelecom.be/ plaintes@mediateurtelecom.be or by post: Boulevard du Roi Albert II 8 boîte 3 à 1000 Bruxelles / Koning Albert II-laan 8 bus 3 te 1000 Brussel, tel. 02 223 09 09/ 02 223 06 06. Or you can contact the Online Dispute Resolution Platform.
Some PDF files may be inaccessible to some people. In this case, we invite you to contact us.