Service Privacy Notice

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          Huawei Support Privacy Notice

          Latest update: [February 2020]

          This Privacy Notice applies to the processing of your personal data when you contact Huawei Support through our website, live chat, email, hotline, HiCare or by direct message on our official social media accounts on Facebook, Twitter, YouTube and Instagram.

          The data controller for Huawei Support is Huawei Technologies (UK) Co., Ltd., a company incorporated in England and Wales and having its registered office at 300 South Oak Way, Green Park, Reading, Berkshire, RG2 6UF (hereinafter referred to as "we" or "Huawei").

          We understand the importance of your privacy. Please take the time to read this Privacy Notice carefully to understand how we process your personal data.

          Huawei Support is not provided or intended to be used by minors. If you are a minor and have a Huawei Support query please ask your parent or guardian to raise the query on your behalf.

          This Privacy Notice describes:

          1. What personal data we collect and why

          As part of Huawei Support we will collect and use your personal data for the purpose of resolving your Huawei Support query.

          We collect and process the following types of personal data that you provide in relation to your Huawei Support query:
          - Contact details: Name, email, phone number, postal address, to contact you and to arrange device collection/delivery.
          - Device details: Device model, details of the device damage/fault, date of activation, IMEI number, serial number, proof of purchase (if provided by you) and unlock codes of your device, to check whether your device is in warranty, to provide unlock codes if requested by you or your network operator, and for spare parts forecasting and supplier settlement.
          - Huawei Support query: A record of your Huawei Support query, whether that query is by email, live chat, webform, hotline or social media direct message, to provide customer services to you and resolve your Huawei Support query.

          2. How we use your personal data

          (1) Resolve your Huawei Support query: On the basis of our and your legitimate interests to assist you with your questions and queries, troubleshooting, phone unlock, FAQs, and other information about our customer services.

          (2) Provide in-warranty repairs: To fulfil our contractual obligations to you under Huawei’s limited warranty, we will check your device is in warranty and repair in-warranty devices. If you refuse the collection and processing of your personal data to check whether your device is in warranty, you will not be able to enjoy warranty repair services.

          (3) Book and track your repair: On the basis of our and your legitimate interests, enable you to book and track your repair by Huawei Support Hotline.

          (4) Collect and deliver devices: On the basis of contractual necessity, arrange our logistics provider Royal Mail to collect and deliver devices from your home address or selected collection point. If you refuse the collection and processing of your personal data to deliver devices, we will not be able to deliver your devices.

          (5) Service monitoring and improvement: On the basis of our legitimate interests, to monitor and improve our services, to forecast spare part management, and to settle in-warranty repair invoices from our repair supplier.

          (6) Marketing: Unless you object, we may use your personal data for marketing purposes, including inviting you to complete customer satisfaction surveys and feedback questionnaires. You can object to the use of your personal data for marketing purposes at any time. For further details how, please see Section 6: Your rights and choices.

          3. How we share your personal data

          (1) Sharing with service providers: We use service providers to help run Huawei Support, including customer service agents and repair companies. They will have access to your personal data only as required to fulfill their contractual obligations to us in providing services for Huawei Support. Our service providers have been carefully selected and commissioned by us, are bound by contract, and will not process your personal data for any other purposes.

          (2) Sharing with your network operator: If you contact your network operator to repair your device they will provide to us your IMEI number, fault details and proof of purchase (if provided) so that we can confirm whether your device is in warranty. If you contact your network operator to unlock your device we will provide your device unlock codes to your operator.

          (3) Sharing within group companies: To check whether your device is within warranty, we will share your IMEI number and proof of purchase (if provided) with our Chinese manufacturing company Huawei Device Co., Ltd. which records the date of activation of your device. We will also share non-personally identifiable information, such as device model and broken parts, with Huawei Device Co., Ltd. for the purposes of spare parts forecasting and repair supplier settlement. In order to improve Huawei’s voice recognition technology, on the basis of our legitimate interests we share hotline call recordings with our artificial intelligence (AI) team in our affiliate company Huawei Technologies (Russia) Co., Ltd. Only short sections of call recordings that do not contain any personal data are used to train an AI algorithm to recognise natural speech patterns. No identifying personal data is used, and the de-personalised data is securely stored on UK servers, not used for any other purposes and deleted within 12 months.

          (4) Legal or regulatory disclosures: Huawei may share your data where there is a reasonable requirement to do so, for example, to meet requirements of applicable law and regulation, or in response to requests from regulators, courts or government agencies, or to establish or defend our legal rights. Your personal data are stored in the EU. Huawei complies with all applicable legal requirements to safeguard EU personal data transferred or accessed outside of the EEA, by entering into EU standard contractual clauses to ensure that an equivalent level of data protection applies to your personal data even where EU data protection law does not directly apply.

          4. How long we store your personal data

          We retain your personal data for up to 24 months from the date of your Huawei Support query; in order to be able to assist with your ongoing and recent enquiries.

          5. How we safeguard your personal data

          We implement appropriate technical and organisational security measures to safeguard personal data from unauthorised access, disclosure, use, modification, or loss.

          6. Your rights and choices

          In relation to your HUAWEI ID account information, you can self-service your rights of access, rectification and erasure following these steps: log into your HUAWEI ID account > click on your profile picture > click on “Personal Info” to access and rectify your data and “Delete account” to delete your data. To otherwise exercise the rights of access, rectification, erasure, restriction, objection or portability in relation to your data, to contact our Data Protection Officer, or if you have any complaint or query about how Huawei processes your personal data, submit your query here.

          You can also contact our Data Protection Officer at:


          Huawei DPO Office
          Hansaallee 205

          You also have the right to complain to your local data protection authority, the UK Information Commissioner’s Office (“ICO”). For further information on your rights and how to complain to the ICO, please refer to the ICO’s website:

          7. Updates to this notice

          If we update this Privacy Notice, we will let you know in advance about any material changes that will affect how your personal data are process, by emailing you.

          The most current version of this Privacy Notice will always be available here. You can check the “effective date” posted at the top to see when this Privacy Notice was last updated.

          IMPORTANT: This Privacy Notice applies to Huawei Support. For our privacy commitments in relation to other products and services, please see the applicable privacy notice of those products and services. If you want to learn more about Huawei’s privacy commitments in general, please read our Huawei Consumer Business Privacy Statement.

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