When making calls or sending messages via a mobile phone, the carriers will often collect some information related to the users. This is a perfectly normal process. Most of the data collected is related to ensuring that calls can be routed successfully. It is also to make life easier for the end user.
Some of the information that is collected can be used to ensure that safety standards are being applied across the network. For example, to track whether a user is making a nuisance. Another problem can be persistent calls to another number.
We will take a closer look at exactly what information is collected. We will explore its uses and which forms of information collection can be opted out of.
What Kind of Information Do Carriers Collect?
Much of the information that is held on users is just standard account and billing information. This can include items such as full name, email address, street address, mobile phone number, etc.
In the event that a recurring payment is taken, they will retain the payment method information. They will also usually keep track of top-up information. So if you wanted to top up Digicel, this transaction would be logged.
Mobile carriers will often store call-related information. This will typically be the number that is called and the duration of the call. They cannot access the content of calls.
It is also normal to record the phone make and model, operating system, device serial number, and IMEI number, which can show whether a device has been reported stolen. Much of the information can help with troubleshooting technical difficulties accessing a network.
Most cellphone providers will track your general geographical location through cell towers. This is useful to be able to offer access to local emergency services and can also be used to optimise network coverage.
Why This Data Is Collected
There are often multiple reasons why data is collected relating to customers. The way they access services is also tracked.
Optimising services across the network can be one of the primary motivating factors. Being able to balance the network load and ensure that users can all access reasonable internet speeds that correspond to their expectations is vital. Nobody would use a network without strong coverage, and this is a way to guarantee that it is available.
Account management is another of the major reasons for collecting data. Consistently dealing with customers and providing them with a high level of service depends on using account information.
Fraud detection is a large part of network information collection to prevent fraudulent access to private account details.
Personalisation allows mobile phone networks to tailor their offerings more directly to the needs of their customers. Tracking your information is one way to offer this.
Marketing efforts can generally be opted out of, but can provide access to cut-price deals and additional services from the mobile provider.
How This Data Is Protected
All major mobile carriers have high-grade encryption on their customer accounts and use Secure Socket Layer (SSL) technology to keep customer details safe.
Individual carrier websites will show what their privacy policies are, and they are required to state how data is used by them.
There are different geographical jurisdictions for data protection laws. But the General Data Protection Regulations (GDPR) cover Europe and the UK, with the Consumer Privacy Protection Act (CPPA) protecting Canada, and a collection of State and Federal laws in the USA do the same job.
Can You Control What’s Shared?
Yes, to an extent. There is some information that is necessary to provide so you can have an active account with a mobile carrier. Other information is optional. For example, you can usually opt out of information that aids in personalisation of advertising.
Depending on the company’s privacy policy, it may be possible to opt out of more kinds of data sharing. Any sharing with third parties should be something that you can choose to opt out of, to protect your privacy.
Practical Steps for Customers
If you are looking to limit how much information you share with your cell provider and other third-party companies, you should look at the privacy policies on the company website and seek to understand them.
If you are struggling to make sense of the information in the privacy policy, you can usually contact customer support, and they should be able to help clarify the situation.
Most providers also offer the chance to customise how your data is used when you log into your dashboard on their website or mobile app. There will usually be options so that you can opt in or out of them.
Final Thoughts
Mobile phone providers collect information for many reasons. Most of these are either basic account admin or focused on making life easier for their customers.
Many of the personalisation options just make it more convenient for users to interact with their accounts. Having a consistent user profile on the website or the app can help keep track of the account options that work best for the customer.
There are some optional marketing preferences that can usually be toggled quite easily to opt out. Most user accounts offer options for how users want their data to be handled.
If in any doubt, look at the privacy policy of the company. All mobile providers must comply with laws in the countries they operate in, and you can always ask for clarity from customer support if you need it.
