At TELUS we respect our customers’ privacy
We know you may have some questions about your privacy at TELUS. To help with those we developed this FAQ page. Please take a moment to familiarize yourself with our privacy practices.
1. What personal information do we collect?
2. Do we sell personal information to third-party marketers? 3. Do we enable third-party targeted advertisements? 4. Is this information linked to your personal identity? 5. Why do we collect personal information?
6. How do we protect personal information?
7. What are your choices if you do not wish to provide us with your personal information? 8. How to contact us?
9. Why do you ask me for personal information when I am online?
10. How do I control my privacy when using the apps on my smartphone or device?
11. How is personal information defined under the federal Personal Information Protection and Electronic Documents Act (PIPEDA)? How is personal information defined by TELUS?
12. How can I obtain more information about federal legislation on privacy (PIPEDA)? 13. How can I access my personal information that is in TELUS’ possession?
14. Where can I obtain more information about protecting my privacy online?
_________________________________________________________________________
1. What personal information do we collect?
The types of information we collect from our TELUS customers generally fall into one of the following categories:
Account and service information, such as your name, address, email, telephone number, credit card or bank information for pre-authorized payments
Details of the products and services you receive from us, such as your wireless device rate plan or Optik TV channel subscriptions.
Network performance and usage information. For example, we will note your wireless device location for specific uses, such as when you dial 911 and we provide GPS and triangulation data to the 911 operations centre. Or if we’ve had an unexpected TV channel outage, we might examine who was watching a particular channel at the time in order to issue an apology credit. We may also collect telephone log information from home phone and wireless customers in order to bill you for local and long distance calls.
Some things we don’t collect:
Content of telephone conversations made across our networks (except for voicemails or those calls made to our call centers for the purposes of quality control and training).
Information about the content of the applications you use, the websites you viewed, or your internet search history (except for visits to our own sites, which we use to optimize our TELUS web properties).
2. Do we sell personal information to third-party marketers?
No, we do not sell your personal information to third party marketers without your express consent.
3. Do we enable third party targeted advertisements?
No, we do not use your personal information to enable third-party targeted advertisements without your express consent.
4. Is this information linked to your personal identity?
Yes, this information may be linked to your personal identity – basic account and usage information is necessary for our business relationship, but it will remain between you and TELUS. Most of the
information we collect is used to provide you products and services and to bill you for these products and services. We may also create a profile of your services to serve you better or to market new products – for example noting a customer has phone and internet and offering a discount if they take a bundle with TV and wireless service as well. Customers may choose to be removed from our internal marketing lists at any time.
5. Why do we collect personal information?
TELUS collects and uses some personal information about you, the products and services we provide you, and your use of those products and services. We collect and use personal information for various reasons, including the following ones:
To set up your account. For example, when you apply for service we collect information that
allows us to confirm your identity and if necessary, to run a credit check.
To provide our services. For example, we track your Optik TV channel subscriptions in order to
know which channel signals we may transmit to your TV set-top-box.
For billing purposes. For example, we collect telephone log information from home phone and
wireless customers in order to bill you for local and long distance calls. We may also collect credit card or bank account information if you prefer the convenience of pre-authorized payments.
To understand your needs and preferences. For example, we will ask for your email address if
you prefer to receive electronic communications, such as eBills.
To meet legal and regulatory requirements, such as responding to a court order.
Additionally, we also use customer information:
To optimize our service delivery and operations. For example, we note how many customers
are using a wireless site at what times of the day to help us plan for future investment in new infrastructure. We will also note your wireless device location for specific uses, such as when you dial 911 and we provide GPS and triangulation data to the 911 operations centre. Or if we’ve had an unexpected TV channel outage, we might examine who was watching a particular channel at the time in order to issue an apology credit.
To develop and enhance our products and services. For example, we look at usage data on
our high-speed internet service to improve reliability and stability.
To market our products and services, make recommendations, and provide you with special TELUS offers. For example, we might examine your wireless calling patterns to
recommend a new monthly plan that saves you money. Or we might recommend a new TELUS TV application that we think you’ll enjoy. You may opt out of receiving these offers from us at any time.
6. How do we protect personal information?
We store all personal information in secure databases, which use the latest in data protection systems and protect that information with appropriate security safeguards. Our employees follow practices and procedures developed to ensure that your personal information is protected and safeguarded.
7. What are your choices if do not wish to provide us with your personal
information?
If at any time you are concerned about the use of your personal information you may: Have your name removed from our marketing lists
Exclude your name from Directory listings (e.g., Yellow Pages).
Refuse to provide personal information to us or withdraw consent previously provided, subject to legal or contractual restrictions and reasonable notice. Please note that doing so may limit our ability to serve you and may force us to cancel some or all of the services you receive from us.
8. How to contact us?
If you still have questions about your privacy at TELUS, you may contact the Privacy Request Centre at 1-800-567-0000 or write us at privacy@telus.com. If you wish to opt out of marketing messages, you may contact us by dialing *611 from your TELUS mobile phone or by calling 1-866-558-2273.
9. Why do you ask me for personal information when I am online?
Depending on which areas of our website you access, you may be asked for information to help
personalize your web experience. For example, if you wish to access your bill online, we need to ensure we have the proper security measures in place. We promise to protect the information you provide to us online in the same way we protect all our customer information.
10. How do I control my privacy when using the apps on my smartphone or
device?
In most circumstances, by installing a third-party application on a mobile device, or clicking on a banner ad within an existing application on the device, the user is allowing the application to access their personal information. Such personal information could include the user’s phone book, location, contacts, browsing history, and phone number. TELUS has no involvement in this process as we have no control over the use of third-party applications. It is very important to review the service terms and privacy policies associated with third-party applications to understand how your personal information will be collected, used and disclosed.
11. How is personal information defined under the federal Personal
Information Protection and Electronic Documents Act (PIPEDA)? How
is personal information defined by TELUS?
Personal information is defined in PIPEDA as any information about an identifiable individual (as distinct from a corporation or other legal entity), other than the name, title or business address or telephone number of an employee of an organization.
TELUS defines “personal information” as information about an identifiable client or employee, but does not include aggregated information that cannot be associated with a specific individual. For a customer, personal information includes a customer’s credit information, billing records, service and equipment, and any recorded complaints.
Information about sole proprietors or partners is only considered to be “personal information” if it is information about the individuals themselves, as distinct from information about their businesses. The latter is protected by other TELUS policies and practices and through contractual arrangements.
12. How can I obtain more information about federal legislation on privacy
(PIPEDA)?
The Privacy Commissioner of Canada’s web site is an excellent source of information on privacy. You may obtain a copy of the federal legislation at this website.
13. How can I access my personal information that is in TELUS’
possession?
The TELUS Privacy Request Center has a specialized team of employees who assist customers with privacy inquiries and accessing their personal information. Here’s the contact information:
Privacy Request Centre
310 1000 – Option 1 (AB and BC) 1 800 567 0000 – Option 1 1 800 567 1450 Facsimile Privacy@TELUS.com
Mailing Address:
TELUS Communications Company Privacy Request Centre
PO Box 2590, Station M Calgary, Alberta
Canada T2P 5J6
Centre de demandes de renseignements personnels
310-1000, Option 1(Alberta et Colombie-Britannique)
1-800-567-0000, Option 1 1-800-567-1450 Télécopieur vieprivee@telus.com
Adresse postale :
Société TELUS Communications
Centre de demandes de renseignements personnels
PO Box 2590, Station M Calgary (Alberta) T2P 5J6 Canada
14. Where can I obtain more information about protecting my privacy
online?
TELUS has launched TELUS WISE (Wise Internet and Smartphone Education) - an industry-leading educational program on Internet and Smartphone safety. TELUS WISE offers best-in-class training for parents and anyone wanting to learn how to keep children and teens safe when using the Internet, as well as a variety of tips and tools on Internet and Smartphone safety and security. TELUS WISE content has been developed in partnership with MediaSmarts and other industry experts, addressing a critical need for timely, informative and relevant information, given the steady growth of smartphone adoption and Internet use, particularly with children and teens.
