Handling access requests from authorities

dtac as a telecom operator, we have the duty to respect privacy and freedom of expression and therefore we work to maintain and continuously develop our internal routines and discuss challenges we face with relevant stakeholders. 

The importance of privacy and freedom of expression

“Privacy and freedom of expression” are two rights that are key to our core business of telecommunication, and it is important to us that our customers and stakeholders know that we do what we can to respect these rights. Our long standing commitment and systematic work is guided by international frameworks such as the UN Guiding Principles on Business and Human Rights (UNGPs) and the Global Networking Initiative (GNI) Principles. We are dedicated to the professional, secure and respectful handling of our customer’s data in our day-to-day business operations.

What this means

law enforcement agencies and other authorities have legal powers to access personal data or information we hold in our networks and to restrict communication. This means that as a provider of telecommunications, dtac may have to assist law enforcement and other government agencies in ways that can impact people’s privacy and freedom of expression.  Authority requests can be classified into four categories

 

1

Access to Historical Data

This may involve disclosing customer information to government authorities. This is often referred to as access to historical data. This is typically used to solve criminal cases, prevent serious security threats or help find missing people. We recognize that this serves vital societal needs, and that our networks and data can provide information that is important for the authorities. This means that there are some instances in which it might be challenging to maintain a balance between privacy and the interests of authorities. When a conflict regarding requests arises, Telenor does its best to apply the higher standard, including pushing back, as outlined in the U.N. Guiding Principles for Business and Human Rights and the GNI Principle.

1

Access to Historical Data

This may involve disclosing customer information to government authorities. This is often referred to as access to historical data. This is typically used to solve criminal cases, prevent serious security threats or help find missing people. We recognize that this serves vital societal needs, and that our networks and data can provide information that is important for the authorities. This means that there are some instances in which it might be challenging to maintain a balance between privacy and the interests of authorities. When a conflict regarding requests arises, Telenor does its best to apply the higher standard, including pushing back, as outlined in the U.N. Guiding Principles for Business and Human Rights and the GNI Principle.

2

Network Shutdown

Another type of request we may get from the authorities is to shut down the network. dtac seeks to avoid the shutdown of our networks and believes that it is in the best interest of the customers to minimize disruption of services. However, in extraordinary circumstances a government may require a limited network shutdown to protect its citizens from terrorism or other serious safety or security threats.

2

Network Shutdown

Another type of request we may get from the authorities is to shut down the network. dtac seeks to avoid the shutdown of our networks and believes that it is in the best interest of the customers to minimize disruption of services. However, in extraordinary circumstances a government may require a limited network shutdown to protect its citizens from terrorism or other serious safety or security threats.

3

Website Blocking

dtac may also receive censorship requests to block access to a website, for example. While we believe that blocking sites containing child sexual abuse material helps address a serious criminal activity, requests to block political content, for example, present challenges. However, we may reluctantly comply with the request when court order is presented.

3

Website Blocking

dtac may also receive censorship requests to block access to a website, for example. While we believe that blocking sites containing child sexual abuse material helps address a serious criminal activity, requests to block political content, for example, present challenges. However, we may reluctantly comply with the request when court order is presented.

4

Distribution of Authority Information

Finally, we may be asked to send out information on behalf of the authorities, for example a flood warning via SMS. These types of messages can save lives during natural disasters for instance, and we believe it is important to support spreading this type of information. However it is problematic if messages from authorities amount to political propaganda, something that we do not support.

4

Distribution of Authority Information

Finally, we may be asked to send out information on behalf of the authorities, for example a flood warning via SMS. These types of messages can save lives during natural disasters for instance, and we believe it is important to support spreading this type of information. However it is problematic if messages from authorities amount to political propaganda, something that we do not support.

Working with stakeholders

We believe that it is important to address challenges related to authority requests with external stakeholders. As stipulated in the UN Guiding Principles on Business and Human Rights, governments have a duty to protect human rights. We believe this duty extends to authority requests that impact privacy and freedom of expression. 

We recognise the legitimate needs on which these requests are based and see that good processes for releasing information are important to minimise risks to people’s rights. That’s why we place importance on the positive dialogue with relevant authorities in our markets, and we encourage authorities to join the international discussions on these issues.

We also believe that it is important to engage with a range of stakeholders. For example, intergovernmental organisations (IGOs) can play an important role in facilitating discussions on what good practice looks like in this space. Non-governmental organisations (NGOs), academics and others can, for example, bring important insight as to how current practice of laws actually impacts people on the ground. Also, we find great value in working with peers, sharing experiences and learning about how other companies handle particular dilemmas. 

dtac is subject to periodical independent assessments of our compliance with the GNI Principles.

What we report

dtac places importance on being open about how we address authority requests, the challenges we face, the requirements we have in place and the dialogue in which we engage. We are continually working to improve our disclosure of information. Finally, we seek to be open about major events to the extent we are able. Typically, we communicate about interruptions to our companies’ services, due to authority requests. 

Our policy is to be open, but there are times when we are legally prohibited from sharing information about requests or in which the risk is found to be too great. We truly regret any inconvenience any such interruption may cause for our customers and society at large, and always work hard to restore services as soon as we can.