SustainCase: BT’s policies and measures to ensure its customers feel secure while using its technology and confident that BT will respect and protect their personal information

Case study: BT’s policies and measures to ensure its customers feel secure while using its technology and confident that BT will respect and protect their personal information


Telecommunications companies are a major target for cyber-attacks because they build, control and operate critical infrastructure that is widely used to communicate and store large amounts of sensitive data. As the UK’s number one broadband provider, keeping its own and its customers’ data secure, as well as protecting its customers’ devices, is a truly vital issue for BT.


Among a number of key material issues, keeping data secure and helping keep the internet safe, as well as respecting its customers’ privacy, is a matter of crucial significance for BT, as the UK’s number one broadband provider and for its stakeholders. After measuring and setting targets, BT took action to keep its network and customers’ devices secure, strengthen its ability to manage cyber-threats and raise data security standards. Also, in order to ensure child safety online BT invested in filtering tools and developed new filtering services and programmes aimed at offering practical advice to both parents and children on online child safety. Last but not least, BT ensures its employees understand the importance of its customers’ privacy through mandatory training, workshops and a consequence management system for violations of its privacy policies.


Using the GRI Standards in order to maintain and increase the value of your company


With each publication in this series the FBRH team will highlight one key impact identified by a company reporting in accordance with the GRI Standards and show how it has taken a structured, systematic approach to improving performance. With such positive action companies build trust, by dealing responsibly and conscientiously with their impact on the environment and on their stakeholders (e.g. clients, suppliers, shareholders, local communities, NGOs or local government). Stakeholders that can hold it back or stop it from reaching its objectives


By building trust your company creates loyalty and long-term commitment to its services and brands