The TELUS Trust Model
By putting our customers and communities first, the TELUS Trust Model reflects our commitment to earning the trust of Canadians through the protection of personal information in all of our data use and handling practices. The model guides all decision-making related to data and helps us build trust with our stakeholders by using data in ways that generate value, promote respect and deliver security.
Keep reading to learn more about each of the TELUS Trust model components.
The TELUS Trust Model
We build trust with our stakeholders by using data in ways that generate value, promote respect and deliver security. Keep reading to learn more about each of the TELUS Trust model components.
At TELUS, our definition of value when using data includes understanding who is impacted by the use of the data. We recognize that using data may create risks for some stakeholders and benefits for others. By defining the value and risks together, we can responsibly assess the impact that the use of data may have. TELUS’ well-established data governance structure supports executing on innovative ideas to create value while mitigating risks associated with the use of data. Here are some examples of how we generate value for our stakeholders:
For our customers, team members and other stakeholder communities:
Best-in-class customer experience
Optimizing service reliability
New and improved revenue opportunities
Operational efficiency, effectiveness and reliability.
For Social Good:
Improved health outcomes
Accessibility and optimization of public services.
As an organization, we are committed to the respectful use of data and consider the impact on our customers and affected stakeholders. TELUS will assess whether the use of data or decision-making with data reflects legal requirements, as well as cultural and social norms about acceptable uses of data. We will take steps to respect these norms. We believe in being transparent in our practices and strive to build products and services applying the principles of Privacy by Design. We have an established data risk assessment which considers whether data uses could lead to unintended consequences that could harm individuals. When risks are identified, we use our data governance structures to develop mitigation processes and remedies.
In order to earn and maintain our customers’ trust, we develop our products and services with data security in mind from the start. This means that TELUS establishes specific and clearly-defined security controls that are effective and proportional to the risks and the sensitivity of the data that needs to be protected. Our team members are accountable for the protection of the data under their control and must take appropriate measures to prevent loss, damage, abuse or unauthorized access. TELUS ensures that each team member has sufficient training to properly protect the data under their control. Controls are periodically assessed ensuring that adequate measures are in place to protect data.
Our Guiding Principles
When we are making decisions about data, there are three key principles that we adhere to: accountability, responsible innovation and transparency, all of which support the TELUS Trust Model.