We collect only the Personal Information required for us to establish and maintain a relationship with you, to provide the Services (including Wellbeing Services), to perform certain administrative activities on behalf of Veterinary Facilities, to develop, enhance or market our products and services (including to send you relevant information about products and services that may be of interest to you), and to maintain and improve the security and functionality of the TELUS Health MyPet app and website.
We collect Personal Information to set up an account for you on the TELUS Health MyPet app so that you can access and use the Services. When you create a Pet Profile, we also collect information about your Pet in order to get to know your Pet better.
When you book a consultation with a Veterinarian, we collect, on behalf of the Veterinary Facility, your payment information, and, on an optional basis, your third-party pet insurance information, where applicable.
We also collect other information from you as you use the Services:
Website and device information
We may use your name and contact information to send you relevant marketing messages. With your consent, these communications may be tailored based on information contained in the Pet Profile (such as your Pet’s name, age and breed). You can opt out of receiving marketing messages at any time by following the unsubscribe instructions included in each of our marketing messages or by contacting us as set out below.
We collect and use Personal Information for the following purposes:
To provide you with the Services, including access to Wellbeing Services and Veterinary Care
TELUS Health MyPet Account Creation
: In order to use the Services, including to access Wellbeing Services and Veterinary Care, you will need to download the TELUS Health MyPet app and create an account by providing your first and last name, email address, phone number, home address and a password that you select. The name and contact information you provide at the time of account creation will also be incorporated into the Veterinary Record when you receive Veterinary Care through the TELUS Health MyPet app.
Setting up a Pet Profile
: Before booking your first video or or audio consultation with a Veterinary Technician or a Veterinarian, you will be asked to set up a Pet Profile for your Pet that includes your Pet’s name and the type of animal (cat or dog), in addition to the following information: the breed, colouring, sex, age and weight of your Pet, whether your Pet is spayed or neutered, your pet insurer (optional), and an image of your Pet (optional). On an optional basis, you can also add other information, such as your Pet’s microchip or tattoo numbers, at any time in the ‘Pets’ tab. You can create multiple Pet Profiles (one for each of your Pets) in your account.
Information in the Pet Profile is incorporated into the Veterinary Record when you receive Veterinary Care through the TELUS Health MyPet app.
Booking a Veterinary Care Consultation with a Veterinarian
: When booking a consultation appointment with a Veterinarian through the TELUS Health MyPet app, you will need to provide information about why you are booking an appointment for your Pet (such as your Pet’s symptoms, the length of time your Pet has been exhibiting symptoms and whether there have been any changes) to enable the Veterinarian to provide you with Veterinary Care. On an optional basis, you can also upload any photos or videos of your Pet’s symptoms for the Veterinarian’s review. This information (together with a summary of your appointment and next steps) will be stored in the ‘History’ tab of the app and form part of the Veterinary Record.
Booking a Wellbeing Services Consultation with a Veterinary Technician
: When booking a consultation appointment with a Veterinary Technician through the TELUS Health MyPet app, you will need to provide information about why you are booking an appointment for your Pet to assist the Veterinary Technician to provide you with Wellbeing Services. Based on the information you provide, we may need to direct you to speak to a veterinarian. This information (together with a summary of your appointment and next steps) will be stored in the ‘History’ tab of the app.
However, it will only be incorporated into your Veterinary Record with your consent.
Real-Time Video and Audio Consultations
: Your consultation for Veterinary Care or Wellbeing Services will take place virtually over real-time video and audio. All video and audio consultation calls conducted through the TELUS Health MyPet app are confidential and end-to-end encrypted. Recordings of consultations are never made.
Following your consultation for Veterinary Care, your Veterinary Facility may check in with you by SMS, phone call, or email to follow up on the care instructions your Veterinarian provided during your consultation, to see how your Pet is doing, and to give you an opportunity to ask any follow up questions.
Payments and Insurance Information
: Prior to consulting with a Veterinarian or Veterinary Technician, you will be required to provide your payment information, such as your payment method, payment card number and CVV code. We use a third-party service provider who is Payment Card Industry Data Security Standard (PCI DSS) compliant to facilitate secure payment processing.
The Veterinary Facility does not offer direct billing to third-party pet insurance providers. However, on behalf of the Veterinary Facility, and on an optional basis, we will also ask you whether you have third-party pet insurance, your pet insurance provider’s name and contact information, and whether you consent to the Veterinary Facility (or us on the Veterinary Facility’s behalf) responding to your pet insurance provider directly if they reach out to us about a claim. Providing us with this information helps expedite our response time in the event of a claim.
: We may contact you by SMS, email or push notification to provide you with helpful information related to the Services, such as appointment reminders, how to prepare for your appointment, and other important information or updates. You can turn off push notifications at any time in your device settings. To adjust your communication preferences for service messages, contact us using the contact information set out under “
Questions, Complaints, and Contact
: In certain circumstances, Personal Information may be required by or accessible to technical support staff in order to resolve technical issues. Where possible, our support team will resolve issues without viewing Personal Information. If you speak to TELUS Health MyPet support, all audio conversations are recorded to ensure quality of service to you and for training purposes.
To develop, enhance or market our products and services
Developing and enhancing our services
: We analyze Personal Information in your TELUS Health MyPet account, actions you take on the TELUS Health MyPet app, and your ratings or responses to surveys, to better understand how we can improve and what care programs or services to provide. For example, we may use your postal code and aggregate it with all other TELUS Health MyPet user postal codes to determine the best location to open a new physical Veterinary Facility, or to locate a third-party Veterinary Facility that may wish to provide veterinary services through the TELUS Health MyPet app.
Satisfaction and experience surveys and questionnaires
: Your name and email address may be used by us to contact you regarding your experience when using the Services. We may ask for additional information to follow up. We may share this information with a third-party to address an issue or concern and to improve our service offerings.
Sending marketing communications
: Your name and email address may be used to send you information and offers by email about TELUS Health MyPet and other products, services and pet care that may be relevant to you and your Pet (including products and services offered by the TELUS Family and other third-party partners). With your consent, these communications may be tailored based on information contained in the Pet Profile (such as your Pet’s name, age and breed).
We may use your email address or phone number (where available) to digitally deliver ads about our services and offers on third-party websites and apps where we purchase advertising from our partners. We only share anonymized and aggregated information with our third-party partners.
You can opt out of receiving marketing messages from us at any time by following the unsubscribe instructions included in each of our marketing messages or by contacting us as set out under “
Questions, Complaints, and Contact
To maintain and improve the security, performance and functionality of the TELUS Health MyPet Website and App
Visiting the TELUS Health MyPet Website
: In general, you can visit our website without telling us who you are or submitting any Personal Information. However, we collect the Internet Protocol (IP) addresses of all visitors to our website and other related information such as device type, page requests, browser type, operating system and average time spent on our website. We use this information to help us understand our website activity and to monitor and improve our website. We also use your IP address and device type to help ensure a secure experience and detect anomalous behaviour.
: As with many applications, certain limited technical data is required for the TELUS Health MyPet app to function on your device. The information we collect includes information about your device and operating system, such as the type of device hardware and operating system, unique device identifier, IP address, language settings, and the date and time the app accesses our servers. This information is used to deliver content appropriate for your device’s capabilities, to deliver push notifications and to help ensure a secure experience and detect anomalous behaviour in order to protect Personal Information from unauthorized access. In addition, in the event the TELUS Health MyPet app crashes on your mobile device, we may receive information about your mobile device model software version and device carrier, which allows us to identify and fix bugs and otherwise improve the performance of the TELUS Health MyPet app.
App Usage Information
: We may collect and analyze information about the actions you take on the TELUS Health MyPet app to better understand what care programs or services to provide.
De-Identification and Aggregation
De-Identifying and Aggregating Information
: We may de-identify or aggregate your Personal Information, such that it cannot reasonably be associated with you, for the following purposes:
To protect your privacy and the security of your Personal Information;
To conduct analytics and/or research in a privacy protective manner to:
a. better understand and improve the Services;
b. operate and expand our business opportunities; and
c. improve pet health outcomes.
We may share such de-identified information or insights with our partners to assist in research, planning, or product and service development.