TELΕGΝΟUS has a complaints service. For any complaint/question regarding the operation of TELΕGΝΟUS services, you can contact the Customer Service Department of TELΕGΝΟUS:

• By telephone at the call center 210-6180011, during working days and hours.
• By email at info@telegnous.gr with the subject "Complaints" or "Question".
• By post at the address of TELΕGΝΟUS (12 Rizareiou Street, Chalandri, Attica,  Postal Code 15233).

Any personal data provided when submitting your complaints will be retained for one year.

TELΕGΝΟUS has a chat service . For any questions, information or clarifications regarding the operation of TELEGNOUS services, you can contact the TELEGNOUS Customer Service Department directly through the chat service. Any personal data provided when submitting your chat will be retained for one year.

TELΕGΝΟUS has a Data Protection Officer (DPO). For any matter related to the processing of your data and the exercise of your rights, you can contact the DPO of TELΕGΝΟUS at 2106180011 or at the address 12 Rizareiou Street, Chalandri, Attica, Postal Code 15233, or by email at info@telegnous.gr.

• 1. Request Forms

  TELΕGΝΟUS provides the following standard request forms, which allow you to easily and effectively exercise your rights for the protection of your personal data processed by TELΕGΝΟUS:

  • To find out if you are registered in the Common Database, use the Subscriber Information Update Request.
  • To request the prohibition of transmitting your personal data, use the Personal Data Processing Objection Request.
  • If you wish to revoke the Personal Data Processing Objection Request you have submitted, you can use the Objection Right Revocation Request.

  After completing the forms, send them to the postal address of TELΕGΝΟUS (12 Rizareiou Street, Chalandri, Attica, Postal Code 15233) or to info@telegnous.gr.

  ATTENTION! In order to exercise your rights, you are required to send ONLY the completed Request forms and no other documents. Any other documents sent will not be taken into account and will be immediately destroyed. If, in order to formulate a response to the Request additional supporting documentation are necessary, we will contact you and request that you send them to us.

• 2. Signature Authentication

  Please note that you need to certify the authenticity of your signature on your Request at a Citizens' Service Center (KEP)  or via gov.gr . Alternatively, Requests sent by email can bear an approved electronic signature (electronic signature accompanied by a relevant digital certificate) instead of certification from KEP. Requests without this specific certification will not be accepted.

  Alternatively, Requests sent by email can bear an approved electronic signature (electronic signature accompanied by a relevant digital certificate) instead of certification from KEP. Requests without this specific certification will not be accepted.

  Please read about the digital signature and its validity here. The list of approved trust service providers for electronic signature issuance can be found here.

  Under no circumstances is an electronic signature the same as photocopying or scanning the signature and sending it by email.

TELEGNOUS recognizes the importance of the protection of natural persons with regard to the lawful processing of their personal information as a fundamental right. In that respect, the Company complies with the principles of personal information lawful processing, respects the rights and freedoms of the data subjects and secures that the possessed personal information is:

•  collected for specified, explicit and legitimate purposes, which are stated at the Company’s Record of Processing Activities, and are also collected after data subject's   consent, when necessary,
•  are processed only for the purposes for which they have been collected and / or for legal and regulatory reasons and / or for the defense of the Company's legal interest,
•  not further processed in a manner that is incompatible with the specified purpose(s),
•  adequate, relevant and limited to the minimum data required in relation to the specified purpose(s),
•  subject to legal processing according to data subjects’ rights, they are accurate, and, where necessary, kept up to date, particularly before taking critical decisions   concerning the data subjects,
•  not retained for longer than is necessary for the purposes for which the data were collected or for which they are further processed or for compliance of the Company with   legal and regulatory requirements,
•  retained secure from unauthorized access, unauthorized modification, loss or breaches,
•  transferred to third parties provided that secure level of data protection is ensured.

The above-mentioned are followed by all of the Company’s employees and third parties that process personal information of natural persons on behalf of the Company.

The Company ensures full compliance with all the above by:

•  applying a Privacy Information and Information Security Management System, which covers its activities for monitoring and controlling the implementation of this policy, as   well as effectiveness assessment regarding the regulatory framework and best practices for personal information protection,
•  applying procedures for satisfying the complete and effective fulfillment of data subjects’ rights, by responding within one month after the submission of request or three   months in case there are reasonable justification for the delay which is notified to the data subject within the first month.
•  explicitly informing data subjects regarding the processing of their personal information,
•  incorporating personal information processing requirements to all operational functions, that are relevant to their processing,
•  recognizing all internal and external interested parties and their requirements towards their personal information protection,
•  specifying roles and responsibilities associated with personal information management,
•  giving explicit directions to staff and third parties, who execute processing on behalf of the Company, for data use and data transmission according to the Management   System,
•  ensuring that data transmission to and processing by third parties on behalf of the Company, complies with the regulatory framework for data protection as well as with the   current policy,
•  designing, adopting and monitoring a system of indicators and objectives for secure and lawful personal information management,
•  investing in continuous staff training and awareness on personal information issues as well as in constant improvement of know-how and its sharing with the staff,
•  providing all the necessary resources for ensuring Privacy Information & Information Security Management System effective application,
•  having designated a Data Protection Officer (DPO),
•  sharing the policy with all the employees continuously updating this policy according to the applicable regulatory and legislative framework

The General Manager of TELEGNOUS is committed to continuously monitor and enforce the regulatory and legislative framework and to continuously implement and improve the effectiveness of the Privacy Information and Information Security Management System.

The protection of information and its processing systems is of strategic importance for the Company in order to achieve its short and long term objectives and at the same time to ensure the confidentiality of the data of the customers receiving its services.

TELEGNOUS, recognizing the criticality of information and information systems in the execution of its business operations, applies an Information Security Policy with the following Information Security objectives:

•  Ensuring the confidentiality, integrity and availability of the information it manages, including personally Identifiable Information.
•  Ensuring the proper functioning of information systems,
•  The timely response to incidents that may endanger the Company's business operations,
•  Meeting legislative and regulatory requirements,
•  The continuous improvement of the level of Information Security.

For this purpose:

•  The organisational structures necessary for monitoring issues related to Information Security are defined.
•  Technical measures to control and restrict access to information and information systems shall be defined.
•  The way in which information is classified according to its importance and value is defined.
•  The necessary actions to protect information during the stages of its processing, storage and circulation are described.
•  The ways of informing and training the Company's employees and partners on Information Security issues are defined.
•  Identify ways to respond to Information Security incidents.
•  Describe the ways in which the secure continuity of the Company's business operations is ensured in case of malfunction of information systems or in cases of disasters.

The Company carries out assessments of the risks related to Information Security at regular intervals and takes the necessary measures to address them. It implements a framework for evaluating the effectiveness of its Information Security processes, through which performance indicators are defined, the methodology for measuring them is described and periodic reports are produced and reviewed by the Top Management in order to continuously improve the system.

The CISO is responsible for controlling and monitoring the policies and procedures related to Information Security and taking the necessary initiatives to eliminate all those factors that may compromise the availability, integrity and confidentiality of the Company's information.

All employees of the Company and its partners with access to information and information systems of the Company are responsible for complying with the rules of the applicable Information Security Policy.

TELEGNOUS is committed to the continuous monitoring and compliance with the regulatory and legislative framework and to the continuous implementation and improvement of the effectiveness of the Information Security Management System.