Privacy at Trøndermobil

This is a translation. The Norwegian text is binding. Read the original in Norwegian

Privacy matters to both our customers and us. Here we explain which personal data we process, why we do it, who we share it with, how long we keep it and what rights you have.

This statement applies to all Trøndermobil services: mobile subscriptions for private and business use, ordering, My Pages (app and web), customer service and chat, and the website trøndermobil.no.

Last updated: 12 October 2026

Who is responsible

Trøndermobil AS (org. no. 934 427 270), Søndre gate 9, 7011 Trondheim, is the controller for the personal data described here.

Send questions about privacy to personvern@trondermobil.no. You can also call customer service on 24 07 71 17.

When you order

To enter into and deliver the agreement we need:

name, mobile number and e-mail address
national identity number, which we retrieve when you verify your identity with BankID
registered address, and possibly another address for delivery of SIM cards
who will use each subscription (name and date of birth), the number that is possibly to be transferred to us, and the desired start date
whether the number should be reserved from directory enquiries
which version of the terms you accepted, and when

If you order for a business, we need the organisation number, company name and address (which we retrieve from the Brønnøysund Register Centre), a contact person, an invoice address or EHF, and the names of the employees who will use the subscriptions. The person ordering verifies their identity with BankID, and we store name and date of birth, not national identity number. If the orderer is not entitled to commit the business, we ask a person with signing authority in the register to confirm the order.

The basis is that the information is necessary to enter into and fulfil the agreement with you (GDPR article 6(1)(b)). We use national identity number because secure identification is necessary for a subscription that is invoiced (Personal Data Act section 12). In our own systems, the national identity number is deleted from the order once it has been processed.

When you have logged in with BankID in the online shop, we store name, phone, e-mail and your shopping basket while you order, so that we can help you complete if you do not finish. The shopping basket is deleted after 30 days. If we contact you about the order, the contact details are deleted no later than 90 days after you started, unless you become a customer.

Credit assessment

When you submit an order as a private person, we obtain a credit assessment from a credit reference agency. We use your national identity number and receive back whether you are approved, a credit score and your registered address. You receive a copy letter from the agency showing that the assessment has been made.

We do this because the subscription is invoiced in arrears, and we have a legitimate interest in assessing ability to pay before we extend credit (article 6(1)(f)). If you order via customer service, we make the same assessment.

If you have a credit block, we send you a link where you can lift it, and we try again. If the order is not approved, we may offer the subscription with a block on purchasing content services via the mobile bill.

As a customer

To deliver the service, invoice you and follow up the customer relationship, we process:

customer information: name, address, contact information and date of birth
subscriptions, phone numbers, SIM cards and product choices
invoices and payment status
traffic data: who you call and send messages to, time, duration, data volume and which country you are in

We use traffic data to deliver the service and invoice you correctly. The processing is regulated by the Electronic Communications Act. We must keep invoices and accounting information under the Bookkeeping Act (article 6(1)(c)).

We and the mobile network operator may be required to store certain information and hand it over to the police or other authorities when the law requires it.

If you do not pay, we send a reminder, and unpaid claims may be passed to debt collection.

Number porting

If you transfer your number to us, we send your number and date of birth (or organisation number) to the national database for number porting and to the operator you are leaving, so that they can check that you are the owner of the number. The same happens the other way if you transfer the number away from us.

Directory enquiries

We are required by law to provide name, address and phone number to directory enquiry services. You can opt out when you order, or at any time by contacting customer service.

Customer service & chat

When you contact us, we process what you write or tell us, together with name, phone number and e-mail. In the chat we also record which page you started the conversation from, approximate location (town or region, derived from the IP address) and any rating you give. We link the conversation to your customer relationship when we can, so that we can help you without you having to repeat yourself.

What you write in the chat may be shown to customer service while you type, before you have sent the message. What is not sent is not stored.

We use artificial intelligence (AI) to summarise ended conversations, sort enquiries and suggest replies to customer service. One of us always handles your case. AI makes no decisions about you. We ask you not to provide national identity number or payment details in the chat.

The basis is the agreement with you, and our legitimate interest in providing fast and good customer service (Article 6(1)(b) and (f) of the GDPR).

My pages

You log in to My pages with a one-time code sent by SMS to your number, and you stay logged in for up to 30 days. There you can see subscriptions, usage, SIM cards and invoices, and you can request changes, order new subscriptions and chat with us. If you allow notifications in the app, we store a notification key for your device so that we can notify you, for example when customer service has replied.

Messages from us

We send you SMS and e-mail about your subscription, invoices and orders. As a customer, you may also receive offers from us for similar services. You can opt out of offers at any time, via the link in the e-mail or by replying STOPP to an SMS. The basis is our legitimate interest in keeping our customers updated (Article 6(1)(f) of the GDPR), and section 15 of the Marketing Control Act.

Refer a friend

If you refer a friend, we register your number and referral code on your friend's order, so that you both get the discount.

Contact form

If you ask us to contact you via a form on the website, we use your name, phone number, e-mail and (for businesses) company name and number of subscriptions to contact you.

Website

Statistics without cookies. We measure how the website is used – which pages are visited, where visitors come from, what they click on and how quickly pages load – without storing anything on your device. To tell visits apart, a code is created from your IP address and browser together with a value that is changed every day. The code cannot be traced back to you, and we cannot recognise you from one day to the next. We do not create a profile of you, and we do not use the statistics to identify anyone. The basis is our legitimate interest in improving the website (Article 6(1)(f) of the GDPR).

Referrals from campaigns and partners. If you come to us via a campaign or a partner's link, we store which link you came from (campaign codes and partner reference) in a cookie for 30 days. This lets us see which campaigns lead to orders, and pay the partner who referred you. The cookie contains no information about who you are.

Chat and security. The chat remembers your conversation while you move between pages. Forms and chat are protected against misuse with an automatic check that a human is using them.

Kids and teens

Subscriptions for children are registered with an adult who owns and pays for them. We register the child's name and date of birth as the user of the subscription. Subscriptions for users under 18 automatically have a block on purchasing content services via the mobile bill.

Who we share information with

We never sell personal data. We share it only when necessary for the service, or when the law requires it.

These process information on our behalf, under a data processing agreement:

the provider of our billing and operations platform for mobile services, which in turn uses subprocessors, including the mobile network operator through which we deliver the services, the national database for number porting, and a payment provider
providers of identification with BankID
providers of SMS, e-mail and notifications
providers of chat, real-time messaging and AI
providers of operations, storage and networks
the provider of the statistics tool for the website
our accounting system

These receive information and are themselves responsible for their processing:

the credit information agency, for credit assessment
the operator you port the number from or to
directory enquiry services, unless you have opted out
debt collection agencies, for unpaid claims
partners who referred you, who are told that an order has been placed and whether it has been approved
the police and other authorities, when the law requires it

Transfers outside the EU/EEA

Some of our providers are based in, or have operations staff outside, the EU/EEA, including in the USA. We then ensure the transfer has a lawful basis, either because the recipient is certified under the EU–US Data Privacy Framework, or through the European Commission's standard data protection clauses (standard contracts) with necessary supplementary measures.

How long we keep the information

Customer information: as long as you are a customer, and 12 months afterwards
Invoices and accounting information: 5 years after the end of the financial year, as required by the Bookkeeping Act
Traffic data: as long as necessary for billing and any objections, or as long as the law requires
National ID number in the order: deleted once the order has been processed
Chat and customer service enquiries: 3 years
Unfinished order in the online shop: shopping basket for 30 days, contact details for up to 90 days, unless you become a customer
Enquiries from the contact form: 6 months, unless you become a customer
Referral cookie: 30 days

Security

We protect the information with access control, encryption and logging. Only those who need the information to do their job have access to it. National identity numbers are stored encrypted.

Your rights

You have the right to:

access the information we hold about you
have incorrect information corrected
have information deleted that we no longer need or have no basis to process
request that processing be restricted
receive the information you have given us in a machine-readable format
object to processing based on legitimate interest, and always to marketing

Send us an e-mail at personvern@trondermobil.no and we will reply within 30 days. We may ask you to confirm your identity before we disclose or change information.

If you believe we process personal data in breach of the regulations, you can complain to Datatilsynet.

Changes

We update this statement when we change how we process personal data. For significant changes, we will notify our customers.