TELUS Privacy Centre

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

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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.

Value

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
Customized experiences.

For TELUS:

New and improved revenue opportunities
Operational efficiency, effectiveness and reliability.

For Social Good:

Improved health outcomes
Emergency response
Accessibility and optimization of public services.

Respect

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.

Security

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.

Principle #1 – Accountability

We are accountable for our data practices, striving towards positive impact to stakeholders and respect for their individual preferences.

Accountability begins with an acknowledgment that data use can have a negative, as well as beneficial, impact on individuals and TELUS. At TELUS, we recognize that not everyone feels the same way about how their data is used. Some individuals are very comfortable offering up their data for a broad range of purposes, while others may not want to have their data used, even for socially beneficial purposes.

TELUS has a defined data governance structure to deliver accountability through the practice of data stewardship. We are responsible for the oversight of how data is used and how it should be managed and modified to best meet obligations and business needs. TELUS provides team members with the resources and training necessary to ensure a deep understanding of their roles and responsibilities related to data use.

Principle #2 – Responsible Innovation

We innovate responsibly with data, and will consider outcomes proactively, minimizing harms and maximizing benefits guided by stakeholder input.

Our reputation relies upon our unwavering commitment to earn and maintain our stakeholders’ trust. TELUS will not only meet its legal obligations related to the use of data but will assess whether its uses of data reflect ethical, cultural, and social norms related to the reasonable uses of information, particularly personal information. TELUS will respect the data under its care and control and the individuals to whom the data relates. If our stakeholders could be uncomfortable about how TELUS is using their data, we will leverage our data governance structure to review the initiative. TELUS will take into account the special vulnerability of particular groups like children, the elderly, and those socioeconomically disadvantaged, in placing responsible limits on its use of data analytics.

TELUS will be vigilant when it shares data with a third party, whether it is a partner, client or supplier. TELUS will uphold our brand promise to put our customers first.

Principle #3 – Transparency

We are transparent about our data practices, making our purposes, processes and approach accessible to impacted stakeholders.

TELUS will use data in a manner that is transparent to our stakeholders. We are committed to being clear on how and when data is used and what controls exist to govern and manage those data uses. We are committed to sharing information about our data programs and practices by providing updates on telus.com/privacy. This is foundational to earning and maintaining our customers’ trust.

In addition, TELUS implements transparent data management processes and controls for internal data use and handling policies. Documented and auditable policies and processes for responsible data analytics will be appropriately tailored to counter the risks raised by specific data uses. Team members receive training, are expected to fully understand the reasons behind the policies and are held accountable if they do not follow them.

Questions?

We look forward to answering any questions you may have on our Trust Model. Please write to us at the Data & Trust Office.

Send us an email