As part of our ongoing commitment to customer privacy, we have made updates to our Privacy Commitment, Code, and FAQs. We have also added a Cookies Policy.
Here are the highlights:
We suggest that you start with our Privacy Commitment, which provides a summary of our customer privacy practices.
At TELUS, we respect our customers' privacy and take great care to safeguard personal information. As part of our ongoing commitment to putting customers first, we have a long-standing policy of protecting privacy in all of our business operations. 1 We believe that an important part of protecting privacy is to be clear about how we handle customers' personal information, and to make information about our approach easily accessible. While the TELUS Privacy Code sets out the general principles that govern the collection, use and disclosure of our customers' personal information2, we have also developed this Privacy Commitment to provide you with more specific details about our privacy practices.3
We have learned from our customers that sometimes you just want the big picture, while other times you may want more details or examples of how a policy or process works. For this reason, we have structured this Privacy Commitment in layers. Importantly, both our Privacy Code and Privacy Commitment reflect the requirements of Canada's applicable privacy legislation, including the Personal Information Protection and Electronic Documents Act, applicable CRTC privacy regulations, and our own continuing commitment to customer privacy. The bottom line is that we want you to understand the purposes for which we collect, use and disclose personal information about our customers. The following is a summary of our privacy practices.
1 In this Privacy Commitment, the words "we", "us", "our" or "TELUS" refer to TELUS Corporation and its subsidiary companies, as they may exist from time to time, including those subsidiaries or divisions that carry on business under the names TELUS, TELUS Communications Company, TELUS Mobility, TELUS Quebec, Koodo, Public Mobile and PC Mobile, but not including TELUS Health. The words "we" and "TELUS" do not include independent dealers and distributors of TELUS products and services.
2 The TELUS Privacy Code and this Commitment do not limit the collection, use or disclosure by TELUS of information that is publicly available. This includes: (a) a customer's name, address, telephone number, and email address, when listed in a directory or available through directory assistance; and (b) other information about the customer that is publicly available and is specified by regulation pursuant to the Personal Information Protection and Electronic Documents Act or other applicable legislation. The TELUS Privacy Commitment and Code do not apply to information regarding TELUS corporate customers. However, such information is protected by other TELUS policies and practices and through contractual arrangements. The TELUS Privacy Code and the privacy practices described in this Commitment are subject to the provisions of all applicable legislation and regulations.
3 The definitions set out in the TELUS Privacy Code apply to this Commitment.
If you are a TELUS customer, TELUS collects certain information about you. We respect your privacy, which is why we collect personal information only for the following purposes:
Here are some examples of what we mean by this:
When you apply for a service, we generally set up an account and collect information such as name, address, date of birth, preferred language, TELUS account number(s), any other authorized users, unique account security PIN(s) and email address.
Here are some examples of what we mean by this:
Here are some examples of what we mean by this:
We note that our customers who do not wish to receive these types of recommendations or offers may choose to be removed from our marketing lists at any time.
Here are some examples of what we mean by this:
Here are some examples of what we mean by this:
We take great care with what information we share, and why. There are circumstances where we share some personal information about our customers:
Here are examples of what we mean by this. We may share personal information with:
We may share information with our suppliers, agents or other organizations or individuals contracted to TELUS to perform services or functions on our behalf where they require the information to assist us in serving you. We strive to minimize the amount of personal information that we share with our service providers and partners; we share the information reasonably necessary to achieve the stated purpose, and require that it only be used to achieve that stated purpose.
Examples of what we mean by service providers or partners include organizations that:
We may share personal information with credit bureaus
We may also share your personal information with collection agencies to collect an account if your account has been referred for collection.
We may share information with a public authority or agent of a public authority if, in the reasonable judgment of TELUS, it appears that there is imminent danger to the life, health or security of an individual which could be avoided or minimized by disclosure of the information.
We share customer personal information with law enforcement or other government agencies if we are required to do so to meet legal and regulatory requirements; for example, if TELUS is required to provide records to law enforcement in response to a valid court order.
Personal information collected by TELUS may be stored and processed in Canada or another country. In either case, the information is protected with appropriate security safeguards, but may be available to foreign government agencies under applicable law. When we do transfer data outside the country, we strive to minimize the amount of personal information that we transfer, using de-identification or other means where appropriate.
You should also note that while roaming outside of Canada, the storage, treatment and transfer of your personal information and data may be subject to laws or regulations different from those in Canada.
We rely on your consent to continue to collect, use and disclose your personal information for the purposes we have identified to you. However, we want you to know that you do have choices and can refuse or withdraw your consent as follows:
Our mobility subscribers may also opt-out of including location information in de-identified form where the information or insights are intended to be disclosed to third parties to assist in research, planning, or product and service development, except where such sharing is required by law. For more information about this visit: telus.com/privacy and click on Data Analytics at TELUS.
Unless you tell us otherwise, we will assume that we have your consent to continue to collect, use and disclose your personal information for the purposes we have identified to you.
Effective May 1, 2017
Our Privacy Code is a lengthier document which details our privacy practices for the protection of the personal information of both TELUS customers and TELUS team members.
At TELUS, we have a long-standing policy of protecting the privacy of customers and team members in all of our business operations. The TELUS Privacy Code is a formal statement of the principles and guidelines that govern how TELUS protects personal information of its customers (subject to the exclusions noted here and below under scope) and team members. It is based on and incorporates the ten principles1 that form the basis of all applicable privacy legislation in Canada, including Part 1 of the Personal Information Protection and Electronic Documents Act (Statutes of Canada 2000).
The TELUS Privacy Code was originally published in 1998: we regularly review it to ensure that it reflects legislative and technological changes and that it continues to reflect our practices and commitments.
Changes to this Privacy Code were last made in March, 2017.
1 We refer to the ten principles of the Canadian Standards Association (CSA) Model Code for the Protection of Personal Information (CAN/CSA-Q830-96). These principles were published in March 1996 as a National Standard of Canada.
The ten principles, which form the basis of the TELUS Privacy Code, are interrelated and TELUS shall adhere to the ten principles as a whole. Each principle must be read in conjunction with the accompanying commentary. The commentary in the TELUS Privacy Code has been tailored to reflect personal information issues specific to TELUS.
The scope and application of the TELUS Privacy Code are as follows:
Customer – An individual who uses, or applies to use, TELUS' products or services.
Team member – An employee of TELUS.
Personal information – Any information about an identifiable individual, other than the name, title or business address (including business email address) or business telephone or fax numbers of an employee of an organization.
Personal information does not include de-identified or aggregated information that cannot reasonably be associated with a specific individual.
Information about customers who are sole proprietors or partners is 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 business arrangements.
TELUS – TELUS Corporation and its subsidiary companies, as they may exist from time to time. These include, without limitation, the subsidiaries or divisions which carry on business under the following names: TELUS, TELUS Communications Company, TELUS Mobility, TELUS Québec, Koodo, Public Mobile and PC Mobile, but not including TELUS Health. "TELUS" does not include independent dealers and distributors of TELUS products and services.
TELUS is responsible for personal information under its control and shall designate one or more persons who are accountable for TELUS' compliance with the following principles.
1.1 Responsibility for ensuring compliance with the provisions of the TELUS Privacy Code rests with the senior management of TELUS, which shall designate one or more persons to be accountable for compliance with the Code. Other individuals within TELUS may be delegated to act on behalf of the designated person(s) or to take responsibility for the day-to-day collection and processing of personal information.
1.2 TELUS shall make known, upon request, the identity of the person or persons designated to oversee TELUS' compliance with the TELUS Privacy Code.
1.3 TELUS is responsible for personal information in its possession or control. TELUS shall use appropriate means to provide a comparable level of protection while information is being processed by a third party (see Principle 7).
1.4 TELUS shall implement policies and procedures to give effect to the TELUS Privacy Code, including:
TELUS shall identify the purposes for which personal information is collected at or before the time the information is collected.
2.1 TELUS collects personal information of customers and team members only for the following purposes:
Further references to "identified purposes" mean the purposes identified in this Principle.
2.2 TELUS shall outline the purposes for which it collects personal information of team members in the Team Member Privacy Commitment.
2.3 TELUS shall specify the identified purpose or purposes to the customer or team member at or before the time personal information is collected. Upon request, persons collecting personal information shall explain these identified purposes or refer the individual to a designated person within TELUS who shall explain the purposes.
2.4 Unless required by law or for exceptions set out in applicable legislation, TELUS shall not use or disclose for any new (not previously-identified) purpose personal information that has been collected without first identifying the new purpose and obtaining appropriate consent of the customer or team member.
2.5 We may record interactions, such as telephone calls or chats, to or from TELUS service representatives for quality assurance and training purposes; our systems may also conduct real-time analytics on such interactions to identify trends and patterns to help us serve you better.
The knowledge and consent of a customer or team member are required for the collection, use, or disclosure of personal information, except where not required by applicable privacy legislation. In certain circumstances personal information can be collected, used, or disclosed without the knowledge and consent of the individual.
For example, TELUS may collect personal information without knowledge or consent if it is clearly in the interests of the individual and consent cannot be obtained in a timely way, such as when the individual is seriously ill or mentally incapacitated.
TELUS may also collect, use or disclose personal information without knowledge or consent if, for example, seeking consent would compromise the availability or accuracy of the information in the context of an investigation, collection and use of the information is reasonable and useful in the investigation of a contravention of a federal or provincial law, or disclosure is required for investigating a breach of an agreement or for the purposes of detecting, suppressing or preventing fraud.
TELUS may also use or disclose personal information without knowledge or consent in the case of an emergency where the life, health or security of an individual is threatened.
TELUS may also disclose personal information without knowledge or consent to a lawyer representing TELUS, to collect a debt, to comply with a subpoena, warrant or other court order, or as may be otherwise required or permitted by law.
The Code does not require consent for the collection, use or disclosure of information about a customer or team member that is publicly available and is specified by regulation pursuant to the Personal Information Protection and Electronic Documents Act or provincial privacy legislation, where applicable.
3.1 In obtaining consent, TELUS shall use reasonable efforts to ensure that a customer or team member is advised of the identified purposes for which personal information will be used or disclosed. Purposes shall be stated so that it is reasonable to expect that the customer or team member would understand the nature, purpose and consequences of granting consent.
3.2 Generally, TELUS shall seek consent to use and disclose personal information at the same time it collects the information. However, TELUS may seek consent to use and disclose personal information after it has been collected, but before it is used or disclosed for a new purpose.
3.3 TELUS will require customers to consent to the collection, use or disclosure of personal information as a condition of the supply of a product or service if such collection, use or disclosure is required to fulfill the identified purposes.
3.4 In determining the appropriate form of consent, TELUS shall take into account the sensitivity of the personal information and the reasonable expectations of its customers and team members.
3.5 In general, the use of products and services by a customer, or the acceptance of employment or benefits by a team member, constitutes implied consent for TELUS to collect, use and disclose personal information for all identified purposes.
3.6 A customer or team member may withdraw consent at any time, subject to legal or contractual restrictions and reasonable notice. Customers and team members may contact TELUS for more information regarding the implications of withdrawing consent.
TELUS shall limit the collection of personal information to that which is necessary for the purposes identified by TELUS. TELUS shall collect personal information by fair and lawful means.
4.1 TELUS collects personal information primarily from its customers or team members.
4.2 TELUS may also collect personal information from other sources including credit bureaus, employers or personal references, publicly available sources or other third parties who properly represent that they have the right to disclose the information.
TELUS shall not use or disclose personal information for purposes other than for identified purposes, except with the consent of the individual, for exceptions set out in legislation, or as required by law. TELUS shall retain personal information only as long as reasonably necessary for the fulfillment of those purposes.
5.1 Subject to applicable CRTC regulations, TELUS may share a customer's personal information, with the information to be used only for the purpose for which it was shared, to:
5.2 TELUS may disclose personal information about its team members:
5.3 Only TELUS' team members with a business need to know, or whose duties reasonably so require, are granted access to personal information about customers and team members.
5.4 TELUS shall keep personal information for as long as it remains reasonably necessary or relevant for the identified purposes or as required by law. Depending on the circumstances, where personal information has been used to make a decision about a customer or team member, TELUS shall retain, for a period of time that is reasonably sufficient to allow for access by the customer or team member, either the actual information or the rationale for making the decision.
5.5 TELUS shall maintain reasonable and systematic controls, schedules and practices for information and records retention and destruction which apply to personal information that is no longer reasonably necessary or relevant for the identified purposes or required by law to be retained. Such information shall be destroyed, erased or made anonymous.
Personal information shall be as accurate, complete, and up-to-date as is necessary for the purposes for which it is to be used.
6.1 Personal information used by TELUS shall be sufficiently accurate, complete, and up-to-date to minimize the possibility that inappropriate information may be used to make a decision about a customer or team member.
6.2 TELUS shall update personal information about customers and team members as and when reasonably necessary to fulfill the identified purposes or upon notification by the individual.
TELUS shall protect personal information by security safeguards appropriate to the sensitivity of the information.
7.1 TELUS shall employ appropriate security measures to protect personal information against such risks as loss or theft, unauthorized access, disclosure, copying, use, modification or destruction.
7.2 TELUS shall protect personal information shared with third parties by a variety of means, including by contractual agreements stipulating the confidentiality and security of the information and the purposes for which it is to be used.
7.3 All of TELUS' team members with access to personal information shall be required to appropriately respect the confidentiality of that information.
7.4 TELUS may store and process personal information in Canada or another country. In either case, the personal information is protected with appropriate security safeguards, but may be available to foreign government agencies under applicable law.
TELUS shall make readily available to customers and team members specific information about its policies and practices relating to the management of personal information.
8.1 TELUS shall make information about its policies and practices easy to understand, including:
8.2 TELUS shall make available information to help customers and team members exercise choices regarding the use of their personal information and the privacy-enhancing services available from TELUS.
TELUS shall inform a customer or team member of the existence, use, and disclosure of his or her personal information upon request and shall give the individual access to that information. A customer or team member shall be able to challenge the accuracy and completeness of the information and have it amended as appropriate.
9.1 Upon request, TELUS shall afford customers and team members a reasonable opportunity to review the personal information TELUS holds about them. Personal information shall be made accessible to the individual in understandable form, within a reasonable time, and at minimal or no cost to the individual.
9.2 In certain situations, TELUS may not be able to provide access to all the personal information that it holds about a customer or team member. For example, TELUS may not provide access to information if doing so would likely reveal personal information about a third party or could reasonably be expected to threaten the life or security of another individual. Also, TELUS may not provide access to information if disclosure would reveal confidential commercial information, if the information is protected by solicitor – client privilege, or, in civil law, by the professional secrecy of lawyers and notaries, if the information was generated in the course of a formal dispute resolution process, or if the information was collected in relation to the investigation of a breach of an agreement or a contravention of a federal or provincial law. If access to personal information cannot be provided, TELUS shall provide the reasons for denying access upon request. In general, the exceptions above do not apply if the individual needs the information because an individual's life, health or security is threatened.
9.3 Upon request, TELUS shall provide an account of the use and disclosure of personal information and, where reasonably possible, shall state the source of the information. In providing an account of disclosure, TELUS shall provide a list of organizations to which it may have disclosed personal information about the individual when it is not possible to provide an actual list.
9.4 In order to safeguard personal information, a customer or team member may be required to provide sufficient identification information to permit TELUS to account for the existence, use and disclosure of personal information and to authorize access to the individual's personal information.
9.5 TELUS shall promptly correct or complete any personal information found to be inaccurate or incomplete. Any unresolved differences as to accuracy or completeness shall be noted in the individual's file. Where appropriate, TELUS shall transmit to third parties having access to the personal information in question any amended information or the existence of any unresolved differences.
9.6 Customers can seek access to their personal information by contacting a designated representative at TELUS.
9.7 Team members can seek access to their personal information by contacting their manager within TELUS.
A customer or team member shall be able to address a challenge concerning compliance with the above principles to the designated person or persons accountable for TELUS' compliance with the TELUS Privacy Code.
10.1 TELUS shall maintain procedures for addressing and responding to all inquiries or complaints from its customers and team members about TELUS' handling of personal information.
10.2 TELUS shall inform its customers and team members about the existence of these procedures as well as the availability of complaint procedures.
10.3 TELUS shall investigate all complaints concerning compliance with the TELUS Privacy Code. If a complaint is found to be justified, TELUS shall take appropriate measures to resolve the complaint including, if necessary, amending its policies and procedures. A customer or team member shall be informed of the outcome of the investigation regarding his or her complaint.
10.4 A customer or team member may seek advice from the Office of the Privacy Commissioner of Canada or the provincial Privacy Commissioner having jurisdiction, and, if appropriate, file a written complaint with the Commissioner's office. However, the customer or team member is encouraged to use TELUS' complaint procedures first.
We updated this document in March 2017 to reflect the questions we most commonly hear from our customers.
TELUS WISE (Wise Internet and Smartphone Education) is an industry-leading educational program on Internet and Smartphone safety that builds on TELUS' track record of partnering with the Canadian Centre for Child Protection to offer similar educational information to Canadians. TELUS is introducing this program to our business customers for the benefit of their employees and their families.
In 2016, there was continued global discussion about disclosures of personal information to government organizations for law enforcement purposes. Accurate information about the nature and volume of personal information requests by law enforcement to private companies helps inform this ongoing discussion, and will shape our country’s privacy landscape. It is in that spirit that we provide our fourth annual transparency report, which provides insight into our approach responding to requests as well as the volume and types of requests we receive. We are proud of our record of openly sharing with our customers the details about how we respectfully handle and secure their data.