Information you've provided to us, including through our websites, applications or products, or when you access our services through applications on websites operated by other organisations.
Information about our content, products and services you've ordered or enquired about, including as collected on call recordings or via live chat, as further described below.
Information which we acquire from other organisations, such as address verification services (e.g. Royal Mail in the UK), data brokers who supply us with contact information and modelled (i.e. predicted) household profile information such as affluence and household composition (e.g. Experian), property and lifestyle companies and credit reference agencies including personal data that is publicly available. We acquire data from several organisations including Dunnhumby, CACI, 20ci, TransUnion, Mastercard, Emma’s Diary, and Game that we use to enhance the household profiles we use within AdSmart (as described further below). If you want to manage how these organisations use your personal data and share it with companies like Sky, you should get in touch with them directly. In the case of Experian, you can access their Consumer Information Portal here.
Information, uploads, user generated content, and comments you make about, or generate, in accessing the shows, channels, programmes, advertisements, products and services you use, for example, how you or your household access, view, share, contribute to, communicate with, record or fast forward, download or interact with them.
Information about you and your household’s use of Sky, and/or third-party content products and services (such as third party apps) including the content you watch, how long you watch it and where you have paused a piece of content (we call this viewing activity) as well as content you add to your Playlist (if using Sky Glass).
Information from the devices you use to receive Sky content, products and services, about your household's use of Sky, and/or third party content, products and services (we call this data, product analytics). This includes information about your:
device, machine or browser
How you use our products and services (e.g. time spent watching content or within apps, how you navigate the user interface); and
other devices you use or have connected to your Sky devices.
Voice data captured when you use the voice command feature on your remote control or, if you’re a Sky Glass customer, when you say ‘Hello Sky’ (which can be turned off using the switch on your device, via voice command or in the Voice Mics setting in the privacy section of the settings menu). All voice data captured is processed by Comcast to provide this functionality, Comcast retain this data for seven days. Sky selects, stores and analyses certain pieces of the voice data strictly to help understand errors and improve the voice functionality and not for any other purpose. This voice data is deleted by Sky after approximately 120 days.
IP addresses, MAC addresses, unique identification numbers, online identifiers (including device IDs and advertising IDs), browser information, location data port information, logical network address, and other similar identifying information required for your devices to communicate with websites and applications on the internet.
Technical information from the devices you use to receive Sky content, products and services, for example, the collection of diagnostic (e.g. errors and system statuses) and traffic or location information. Note that devices and applications have their own privacy settings and notices under which they collect your information, so please check and manage your device and application settings.
Information relating to your customer service interactions with us. This includes your image from CCTV footage recorded when you visit a Sky Retail Store or other Sky locations.
Images recorded by cameras fitted to Sky’s engineer vans.
Sky Privacy and Cookies Notice
Introduction and scope
This privacy and cookies notice applies to the processing of personal data, including information we collect and store via cookies, as explained below by:
- Sky UK Limited, if you access our UK products and services or our online digital platforms (including where Sky UK Limited trades under the name “NOW”), or
- Sky Ireland Limited, acting as agent for Sky Subscribers Services Limited (Irish branch), if you access our Irish products and services or our online digital platforms (including where Sky Ireland Limited trades under the name “NOW”), and
references in this notice to “Sky”, “we” “us” or “our” should be interpreted accordingly. The processing explained in this notice may be carried out by Sky or other data controllers in the Sky group of companies (including Sky Subscribers Services Limited, Sky In-Home Service Limited and Sky Retail Stores Limited).
References to Comcast refer to the parent company of Sky, Comcast Corporation, 500 Gravers Road Suite 3000 Plymouth Meeting, PA 19462 United States.
If you access the products and services of other Sky companies and businesses, you should refer to their privacy notices.
Cookies are created when you visit a website or use an app. They are small files that are stored on your device and used to customise your experience.
When you access Sky.com, the Sky News and Sky Sports sites and apps, or other Sky websites and apps for the first time, you will be asked to set your cookie preferences for the site.
How long we keep your information
In this section, we explain the categories of personal data that we may keep, the periods applied and our reasons for keeping them.
These categories of data include customer contact information, the addresses where we have provided services, account, activation and viewing card numbers, pay per view records, account correspondence with notes and complaints, payment card and financial history. We keep this information for business, legal and regulatory purposes. Some of the legal reasons why we keep this data are: tax purposes, to enable us to defend potential legal claims under the statutory periods set out in the Limitation Act 1980 (for Sky UK Limited and other Sky companies based in England and Wales) or the Statute of Limitations, 1957 (as amended) (For Sky Ireland Limited). We will also need to keep some information to demonstrate compliance with the Data Protection Act 2018, for example, where we need to evidence compliance with suppression requests. This information is also helpful if we receive customer enquiries or complaints, and to verify your identity when you contact Sky.
These records are retained securely for up to 7 years after your account is cancelled. After this time they will either be securely deleted or anonymised.
Some categories of data are deleted sooner where the data is no longer needed for the purposes for which it was collected (such as where we have recorded calls, these are retained for 12 months). Please read the 'Keeping your data up to date and your rights' section above to understand how to get in touch to discuss a right to erasure request.
Please note that you are able to take some actions to delete your data in the My Details page of your Sky account.
If you wish to make a complaint about how we use your information, please Contact Us here and we will do our best to help. You may find our Customer Complaints Code of Practice helpful. If you are still unhappy, you can contact the Information Commissioner's Office via their website, the Irish Data Protection Commissioner via their website.
If you have any queries or comments about this privacy and cookies notice, please write to Customer Relations, Sky Subscriber Services Ltd, PO Box 43, Livingston, West Lothian, EH54 7DD, UK or to Customer Relations, Sky Subscriber Services Limited, One Burlington Plaza, Burlington Plaza, Dublin 4, ROI or contact Sky’s Data Protection Officer via email@example.com.
Changes to this notice
We will occasionally update our privacy and cookies notice. We will post a notice of any material changes on our website prior to implementing the changes, and, where appropriate, notify you using any of the contact details we hold for you for this purpose. This may include phone, SMS, e-mail, post or interactive social media. We encourage you to periodically review our notice to be informed of how we use your information.
This privacy and cookies notice was last updated 13 October 2021.