The 3+3 Project: Evaluating Canada’s Wireless Carriers’ Data Privacy Transparency
SCORES FOR THE 3+3 PROJECT
Using 10 criteria, this chart scores Canada’s “Big Three” wireless carriers and their extension brands with respect to how transparent they are about their privacy practices and how they treat personal information. For a brief explanation, hover your mouse directly below a score. To read a complete description of a criterion or a score, click the criterion title or the star score. You can also click a carrier’s name to see the full evaluation of that carrier.
OVERVIEW
Project Description
During the 2014-2015 academic year, the Centre for Innovation Law and Policy (“CILP”) at the University of Toronto, Faculty of Law, sponsored a volunteer student working group with the goal of producing a visual representation of wireless carriers’ privacy policies. To demonstrate whether each carrier included certain information in its privacy materials, the group ultimately adopted transparency criteria originally developed by Andrew Clement (Professor, Faculty of Information, University of Toronto) and Jonathan A. Obar (Assistant Professor, Faculty of Social Science and Humanities, University of Ontario Institute of Technology) for the transparency stream of their IXmaps Project and their 2013 report, “Keeping Internet Users in the Know or in the Dark: A Report on the Data Privacy Transparency of Canadian Internet Carriers.”[1]
The working group used the transparency criteria to analyze publicly available information provided by Canada’s “Big Three” wireless carriers (Rogers, Bell, and Telus)[2]and certain of their related brands and companies[3] (Fido, Virgin, and Koodo) (collectively, “the 3+3”) to evaluate how transparent each carrier is about its treatment of its customers’ personal information and third-party requests for disclosures of that information, as well as its positions on privacy and privacy issues. The students also worked with Professors Obar and Clement to build on, improve, and update the criteria used to evaluate the carriers (the updated criteria are also being used to evaluate over 40 Canadian Internet Service Providers (“ISPs”) in a concurrently released 2014 edition of “Keeping Internet Users in the Know or in the Dark”).[4]
The students evaluated the 3+3 by analyzing not only the carriers’ own websites, but also public statements in press releases, relevant news articles, and recent court cases, and developed their own reports.
Finally, the students created an overview chart. The chart, which scores each carrier using the system of no star, half star, or full star on each criterion, is modelled on IXmaps’ previous “star charts”, which are themselves inspired by the Electronic Frontier Foundation’s star charts in its “Who Has Your Back?” reports.[5] In addition, the chart uses hovertext to make additional information about each score available on the chart page when the chart is viewed online. This was inspired by the use of hovertext in the Bank Privacy project at Carnegie Mellon University’s Cylab Usable Privacy and Security Laboratory [CUPS lab]).[6]
Assessing Transparency
Privacy legislation sets a “floor” regarding the treatment of customers’ personal information, third-party requests for disclosures of that information, and what consumers must be told about such treatment and disclosures. However, it does not necessarily identify best practices, or capture every issue of concern. This project tackles the treatment of personal information from a transparency standpoint, looking at key areas to determine (1) what major wireless carriers tell the public regarding their treatment of personal information, and (2) how that compares with how they could be treating that information and/or communicating about their practices regarding personal information and privacy.
Further, this report is situated among a larger literature that ranks companies on user rights, privacy, and transparency in the digital sphere, which includes not only the “Keeping Internet Users In the Know or In the Dark” report and the EFF’s, “Who has your back?” annual reports, which examine publicly available information about (primarily US-based) Internet companies’ positions on government requests for user data,[7] but also the Ranking Digital Rights project,[8] which is developing a system to rank information and communication technology companies on users’ rights to privacy and free expression on a worldwide basis,[9] and the work of Dr. Christopher A. Parsons,[10] Post-Doctoral Fellow at the Citizen Lab, at the University of Toronto’s Munk School of Global Affairs, which evaluates whether Canadian telecommunications’ companies own transparency reports actually provide consumers with useful information, or merely generate publicity.[11]
The working group’s evaluation, and the concurrently released IXmaps’ 2014 Report, “2014 Keeping Internet Users in the Know or in the Dark: A Report on the Data Privacy Transparency of Canadian Internet Carriers” make it easier for consumers to understand and compare privacy policies and to judge for themselves whether the 3+3 and other carriers are keeping users in the dark about what happens to their personal data.
Further, the working group’s evaluation shines a spotlight on the 3+3 wireless carriers and serves as an entry point to Professor Clement’s and Professor Obar’s larger transparency project for Canadian ISPs and their related work of mapping where data packets go.
CILP STUDENT WORKING GROUPS
CILP fosters student participation in research on laws, institutions, and policies that affect – or are affected by – innovation or technological change. Volunteer student working groups, like this one, are student initiated projects that provide experiential learning opportunities for students, cultivate student leadership, and provide legal information to civil society. More information on CILP and its programs are available at http://innovationlaw.org.
METHODOLOGY & CRITERIA
The working group collaborated with Professors Clement and Obar to update and improve the 10 criteria from their 2013 “Keeping Internet Users in the Know or in the Dark” report (part of the IXmaps project), and in particular to develop the rubrics defining what earns a carrier a full-star, half-star, or no star, under each criterion. The transparency portion of the IXmaps project uses ‘snapshots’ of Canadian Internet Service Providers’ websites and privacy policies to evaluate them annually on their privacy transparency. The concurrently released IXmaps’ report for 2014 will evaluate over 40 Canadian ISPs.[12] The working group and IXmaps have used the same criteria to evaluate the carriers. The full criteria document includes a description of each of the 10 criteria, including their relevance to the overall project. The criteria document, included here, was released by IXmaps on December 22, 2014 and made available for carriers to review on IXmaps’ website.[13]
The working group initially divided into three sub-groups to undertake the carrier evaluations, with each sub-group assigned to a pair of related carriers (e.g. Rogers and Fido). The working group took snapshots (i.e. saving date-stamped webpages) of the carriers’ privacy policies, Terms and Conditions[14], Transparency Reports and additional privacy-related documents where available, and related web pages, as well as searched press releases, Google, and Canadian legal databases, to determine each carrier’s score on each of the 10 criteria. The working group gathered this information during December 2014, January 2015, and February 2015. Thus, although IXmaps provided an overview of each carrier’s commitment to privacy as of December 31, 2014, some of the student research continued after that date. (However, this divergence did not result in any differences in scoring on any criterion for any of the carriers). All of the documents reviewed are on file with CILP, and the relevant provisions (including the dates the documents were accessed), are included in the evaluation of each carrier.
However, as the evaluations make clear, while the working group consulted multiple sources of information for each carrier, not all of the sources (such as press releases) were relevant to the evaluation of each carrier. Further, it was decided that the working group would follow IXmaps and not consider provisions from the carriers’ Terms and Conditions in awarding scores to carriers, based on the idea that people seeking information on privacy will look first to a carrier’s privacy materials. However, the working group has indicated in its written evaluations where carriers’ Terms and Conditions included important privacy information. The treatment of Terms and Conditions may be revisited in future years if CILP is able to continue this project (see Key Findings and Recommendations, below).
IXmaps notified carriers’ privacy officers of their carrier’s preliminary scores in mid-February 2015 and provided carriers the opportunity to send updated information and other feedback. None of the six carriers included in the 3+3 provided any response.
The working group has cross-checked the scores awarded to each carrier for consistency with other carriers to ensure the consistent application of criteria, and has also checked the application of each criteria for consistency with its application by IXmaps, ensuring consistency in scoring across the projects. Where any differences arise in the application of the criteria to a particular carrier, they are noted in the carrier’s evaluation.
A NOTE ON LEGAL AND TECHNICAL TERMS
The working group’s evaluations necessarily include some legal and technical terms, which are discussed, below.
PIPEDA
The Office of the Privacy Commissioner of Canada, describes PIPEDA as follows:[15]
“The Personal Information Protection and Electronic Documents Act (PIPEDA) sets out ground rules for how private sector organizations may collect, use or disclose personal information in the course of commercial activities. PIPEDA also applies to federal works, undertakings and businesses in respect of employee personal information. The law gives individuals the right to access and request correction of the personal information these organizations may have collected about them.
In general, PIPEDA applies to organizations’ commercial activities in all provinces, except organizations that collect, use or disclose personal information entirely within provinces that have their own privacy laws, which have been declared substantially similar to the federal law. In such cases, it is the substantially similar provincial law that will apply instead of PIPEDA, although PIPEDA continues to apply to federal works, undertakings or businesses and to interprovincial or international transfers of personal information.”
Accordingly, the criteria document makes the following statement:
“PIPEDA, and its provincial equivalents,[16] applies to the commercial activities of all private sector organizations that exhibit a real and substantial connection to Canada, and outlines rules for how they may collect, use, or disclose personal information.[17] In particular, internet service providers, wireless carriers, and other telecommunications carriers, as federally regulated entities, are covered by PIPEDA. An important requirement of PIPEDA is that personal information can only be transferred to third parties, whether Canadian or foreign, that provide an equivalent level of protection as that offered by PIPEDA.”
IXPs and PEERING
Criterion # 9, Domestic Canadian routing when possible, includes language about whether a carrier “verifiably peers openly at all the Canadian IXPs in its service regions.”[18] “An Internet exchange point (IX or IXP) is a physical infrastructure that allows different Internet Service Providers (ISPs) to exchange Internet traffic between their networks. … The primary purpose of an IXP is to allow networks to interconnect directly, via the exchange, rather than through one or more 3rd party networks.”[19]In other words, the IXP’s members allow each other’s data to cross their networks, without charge, to find the shortest physical path while in transit. As a result, this typically increases connection speeds and decreases costs.[20] In the case of Canadian ISPs, it significantly reduces the chance that Canadian data is routed through the U.S. on its way to a Canadian destination. Data routed through the US is not protected by Canadian laws, and is subject to US jurisdiction (and surveillance). Further, as noted in the criteria document, there are also good economic reasons for keeping Canadian data within Canada.
Six IXPs were reviewed for this project: the Manitoba Internet Exchange, Échange Internet de Montréal, Toronto Internet Exchange, Ottawa Internet Exchange, Halifax Internet Exchange, and Calgary Internet Exchange. All except the Ottawa and Halifax exchanges list whether their members (or peers) are “open” as opposed to “conditional” or “active.” An “open” or “accepting” peer accepts all of the terms and conditions of an IXP, which may include not charging other ISPs to use its network, and revealing the path that data travels. A “conditional” or “active” peer accepts some, but not all, of the IXP’s terms and conditions of membership.
EXAMPLES OF PERSONAL INFORMATION
The following terms, listed as examples under Criterion #5, whether a carrier explicitly states all forms of data that fall under ‘personal information,’ are all used to identify individual devices connected to the Internet, information which could be used to identify individuals and track their locations.
IP Address
‘IP address’ is a shorter way of saying “Internet Protocol address.” IP addresses are the numbers assigned to computer network interfaces. Although we use names to refer to the things we seek on the Internet, such as www.example.org, computers translate these names into numerical addresses so they can send data to the right location. So when you send an email, visit a web site, or participate in a video conference, your computer sends data packets to the IP address of the other end of the connection and receives packets destined for its own IP address.[21]
Thus, a computer user’s own IP address can be used to identify the user.
IMSI and IMEI
International Mobile Subscriber Identity (IMSI) is a string of decimal digits, up to a maximum length of 15 digits, which identifies a unique mobile phone subscriber and allows mobile phone users to ‘roam’ among networks. The IMSI consists of three fields: the mobile country code (MCC), the mobile network code (MNC), and the mobile subscription identification number (MSIN).[22]
International Mobile Station Equipment Identity (IMEI) is a unique number included in mobile phones that can be used to identify the specific phone, where it connects to a network (i.e. its location), and the type of network to which the phone is designed to connect. Phone manufacturers are required to include the number by the International Telecommunication Union, the United Nations’ specialized agency for information and communication technologies.[23]
MAC Address
In computer networking, a Media Access Control address, better known as MAC address, is a unique identifier assigned to a network adapter or network interface card (NIC) by the manufacturer for identification. The MAC address can also be called the Ethernet Hardware Address (EHA), hardware address, adapter address or physical address. Your computer may have more than one MAC address. Do you have wireless and an ethernet port? Then you have at least two MAC addresses. Your smart phone probably also has a MAC address — my iPhone has two; one for wireless and one for bluetooth.[24]
As a result, the MAC address can be used to identify where a device is connected to a network or the Internet, and the type of connection or device being used.
KEY FINDINGS AND RECOMMENDATIONS
The Centre for Innovation Law and Policy and the student working group hope to continue this project in future years, to pass it down to future student working groups, and to continue the collaboration with IXmaps. Accordingly, a few key points are highlighted, below, to assist in the ongoing development, expansion, and improvement of the project.
In addition, as one of the goals of this project is to encourage carriers to become more transparent, a few key recommendations for carriers are also highlighted below.
Key Findings for Carriers
- Where Privacy Information is Located
As discussed above, the working group consulted multiple sources of information about each carrier, although not all were relevant and not all were used to determine the carriers’ scores.
The working group found that the extension brands[25] all had a single privacy document, usually quite short, which often did not include information required by the criteria. The parent brands all had two or more privacy documents; in some cases information was duplicated across documents, but in other cases it was contained in only certain materials. In addition, in a few instances carriers put privacy-related information in their Terms and Conditions only, where a user might not know to look for it (see particularly Rogers and Fido, criterion #7).
As a result, to try to understand a carrier’s position on how it treats personal information, one must consult multiple sources of information, and it’s not always clear where the information might be located. Thus, even if carriers create some sources of information (like FAQs) as a way to provide more information to their customers and members of the public, they may still be making it difficult to understand how they treat personal information, by requiring individuals to consult multiple sources.
To encourage carriers to make their privacy information more readily findable, both IXmaps and the working group evaluated the carriers on the language in their privacy policies, but did not count provisions from Terms and Conditions toward the scores awarded to each carrier.
- To Which Carrier Information Applies
The 3+3 carriers evaluated by the working group are related companies, to the extent that each of the larger brands (Rogers, Telus, and Bell) have parent/subsidiary or other relationships with the smaller brands (Fido, Koodo, and Virgin, respectively).
The working group learned that while some parent brands indicate that certain of their privacy materials apply to their subsidiaries and related companies, the extension brands do not indicate in their privacy materials that their parent brands’ privacy materials apply to them. As a result, a customer of an extension brand would not know the full scope of the company’s position on privacy or how the company might treat the customer’s personal information after consulting the extension brand’s policies. Instead, the customer would independently have to know of the relationship between the parent and extension brands and also independently know to consult the parent brand’s privacy documents.
Further, even though Telus and Rogers have gathered statistics into transparency reports, they do not make clear whether such statistics apply to their extension brands (Koodo and Fido, respectively). As a result, extension brand customers would be unable to tell whether the important statistics and information in the reports apply to them.
Key Recommendations for Carriers
- Provide More Information
While Telus and Rogers have produced transparency reports, these evaluations demonstrate that all of the carriers evaluated could still communicate better about how they treat personal information, where it goes, how it’s stored, and when and under what circumstances it’s disclosed. The evaluations also demonstrate carriers are unclear about what they consider to fall under “personal information.” We hope these evaluations continue to encourage the carriers to provide more information and to be more transparent.
- Ensure Key Information Is Easy to Find
As discussed above, even when carriers produce more information, it may still be located in multiple sources and thus may be difficult to find and understand. We acknowledge that it is often very helpful to consumers when carriers post simplified versions of complex documents and policies. However, we encourage carriers to (1) maintain information in as few documents as possible while still ensuring consumers have a clear, easy-to-read option for understanding their carrier’s privacy approach, and (2) ensure key information appears in all documents where there is more than one document. We hope that these evaluations encourage carriers to not only provide additional information, but also to make that information more accessible.
- Offer More Information to Extension Brand Customers
In all cases, the extension brands did worse than their associated parent brand on at least two criteria. Students who were expecting to find significant similarities between parent and extension brands were surprised. For some carriers, this may be explained by the fact that the parent brand’s privacy materials are intended to apply to its extension brand as well. However, as discussed in “To Which Carrier Information Applies,” above, it is generally not made clear to extension brand customers that they should look to the parent brand’s materials. From a transparency standpoint, therefore, extension brand customers are not provided with as much information about privacy practices as are parent brand customers.
Key Recommendations for Future Evaluations
Just as the working group hopes these evaluations encourage carriers to be more transparent, we also hope to continue to improve the methodology for this project, as shown in the following examples.
This year, the working group made a significant contribution to IXmaps’ criteria document by working on defining what it means for a carrier to earn a full star, half star, or no star, for each of the 10 criteria. However, there is always room for improvement.
- Re-Consider Terms and Conditions
As discussed above, in these evaluations, the working group reviewed carriers’ Terms and Conditions, and noted where they would have affected carriers’ scores on each criterion, but did not count provisions in the Terms and Conditions toward the scores awarded. Nevertheless, the working group acknowledges that some carriers refer to their Terms and Conditions into their privacy policies, or vice versa. Furthermore, these documents are readily available to consumers, who, indeed, are expected to read them. So, while the working group encourages carriers to make their privacy information more readily findable by locating it in a limited number of documents, future evaluations might consider whether and in what circumstances carriers could receive credit for informing consumers about their privacy practices via their Terms and Conditions.
- Improving Criteria and Rubrics
Criterion #2 was applied generously by both the working group and IXmaps. As written, it requires that a carrier speak to whether and when it will inform users of requestsfor their information, but carriers also received credit for noting whether and when they will inform users of disclosures of their information. The criterion may be applied more strictly in future, particularly as the looser application created overlap with Criterion #4, which relates to the circumstances under which a carrier will disclose personal data, and includes whether a carrier indicates if it will notify the customer about the disclosure.
Some criteria may try to address too many issues, and might be split into separate criteria. For example, Criterion #4 includes information about 1) the circumstances under which personal information will be disclosed to third parties; 2) the standard the third party must meet for the carrier to make the disclosure; and 3) whether or not it is clear whether the carrier will notify the subscriber of a disclosure to a third-party. This meant that first, carriers who did well on some aspects of the criteria did not have this reflected in a higher score, and second and relatedly, that carriers who did well on some sub-criteria but poorly on others received the same score as carriers who did poorly on most sub-criteria, reducing the usefulness of scores on this criterion for comparison between carriers.
Criterion #6 dealt with retention periods for personal information. Carriers ultimately received some consideration for identifying types of information they did not retain at all. In future the criterion may be updated to reflect this application.
- Applying Criteria
As discussed above, the working group cross-checked its evaluations with IXmaps for consistency. However, there is always room for improvement in the way criteria are applied. For example, even though it did not affect the carriers’ scores, the working group checked for the specific types of statistics listed in Criterion # 3, relating to third party requests and disclosures of personal information, and thus, may have applied this criterion more strictly than IXmaps.
In addition, the working group plans to further standardize the search terms and dates that it used to search legal databases and Google to determine carriers scores forCriterion #10, Open advocacy for user privacy rights.
- Snapshot Date
Although it was not possible this year, in future the working group intends to follow IXmaps’ lead and capture information as of a certain date.
Relatedly, the sub-group assigned to Bell and Virgin divided their work differently than the other sub-groups, with each member focusing on particular criteria. While an equally appropriate approach, this meant that within Bell and Virgin, one group member might have reported on the relevant materials for Criterion #1 as of one date, and another on the relevant materials for Criterion #2 as of another. Setting a single snapshot date will eliminate any confusion caused by multiple consultation dates for the same materials. (Although other sub-groups did not necessarily consult all materials as of the same date, the reports of group members could be compared and the lack of changes between dates confirmed such that the latest date of consultation was that reported.)
The 2014-2015 CILP Student Working Group
Project Supervisor
Professor Simon Stern, Co-Director, Centre for Innovation Law and Policy
Student Leader
Ainslie Keith
Students Participating in Refinement of Evaluation Criteria
Michael Cockburn
Caroline Garel-Jones
Aaron Goldstein
Jada Tellier
Matthew Vaughan
Students Participating in Evaluation of Wireless Carriers
Shawn Arksey
Caroline Garel-Jones
Aaron Goldstein
Ainslie Keith
Nathaniel Rattansey
Kassandra Shortt
Jada Tellier
Matthew Vaughan
Website Coding
Shawn Arksey
Overview Prepared by
Matthew Schuman, Assistant Director, Centre for Innovation Law and Policy
***
Funding for this report and the 2014-2015 CILP student working group is made possible by a generous gift from Microsoft Canada.
Notes
[1] Andrew Clement & Jonathan A. Obar, “Keeping Internet Users in the Know or in the Dark: Data Privacy Transparency of Canadian Internet Service Providers” (27 March 2014), online: IXmaps & New Transparency Projects <http://ixmaps.ca/>. The report is available online at http://ixmaps.ca/transparency/img/DataPrivacyTransparencyofCanadianISPs.pdf.
[2] Bell, Rogers and Telus, through a combination of their flagship brands and related companies, had 90% of Canada’s wireless subscribers in 2012 and 2013. Canadian Radio-television and Telecommunications Commission, Communications Monitoring Report (Ottawa, CRTC, October 2014, at 213. The report is available online at http://www.crtc.gc.ca/eng/publications/reports/PolicyMonitoring/2014/cmr.pdf.
[3] By “related brands” we mean that each of the larger brands have parent/subsidiary or other relationships with the smaller brands.
[4] Andrew Clement & Jonathan A. Obar, “Keeping Internet Users in the Know or in the Dark: Data Privacy Transparency of Canadian Internet Service Providers” (12 March 2015), online: IXmaps & New Transparency Projects <http://ixmaps.ca/>. The report is available online at http://ixmaps.ca/transparency.php.
[5] E.g. Nate Cardozo, Cindy Cohn, Parker Higgins, Kurt Opsahl, and Rainey Reitman, “Who Has Your Back? Protecting Data from Government Requests: The Electronic Frontier Foundation’s Fourth Annual Report on Online Service Providers’ Privacy and Transparency Practices Regarding Government Access to User Data” (15 May 2014), online: Electronic Frontier Foundation < https://www.eff.org >. The report is available online at https://www.eff.org/files/2014/05/15/who-has-your-back-2014-govt-data-requests.pdf.
[6] Lorrie Faith Cranor, Pedro Giovanni Leon, and Blase Ur, “Bank Privacy Project” (2013), online: Carnegie Mellon University, Cylab Usable Privacy and Security Laboratory (CUPS lab) http://cups.cs.cmu.edu. The comparison tool is available online at http://cups.cs.cmu.edu/bankprivacy/index.htm.
[7] Note 3, supra.
[8] Rebecca MacKinnon, “Our Mission” (11 June 2014), online: Digital Rights Project, available at https://rankingdigitalrights.org.
[9] Ibid.
[10] Christopher A. Parsons, “Do Transparency Reports Matter for Public Policy? Evaluating the Effectiveness of Telecommunications Transparency Reports” (13 January 2015), online: University of Toronto, Munk School of Global Affairs, Citizen Lab. This paper is available online at http://papers.ssrn.com/sol3/papers.cfm?abstract_id=2546032.
[11] Ibid.
[12] Note 3, supra.
[13] During the evaluation process, Professors Obar and Clement made minor changes to criterion #9, requiring a carrier to peer openly at one IXP in its service region, rather than all of the IXPs in its service region. As the working group did not modify the criterion released in December, we may have applied this criterion more strictly than IXmaps. However, as the carriers evaluated here only peered conditionally at IXPs (where they were peers at IXPs at all), we are not aware of any divergence with IXmaps as to the final score awarded to any carrier.
[14] Also known as Terms of Service, Service Terms, or Terms of Use. For ease of reading, “Terms and Conditions” will be used in this document to refer to all such materials.
[15] “Legal Information Related to PIPEDA” (March 21, 2013), online: Office of the Privacy Commissioner of Canada, https://www.priv.gc.ca. This information is available at https://www.priv.gc.ca/leg_c/leg_c_p_e.asp.
[16] Provincial laws that have been deemed substantially equivalent are British Columbia’s Personal Information Protection Act, Alberta’s Personal Information Protection Act, and Quebec’s An Act Respecting the Protection of Personal Information in the Private Sector. “Legal Information Related to PIPEDA” (March 22, 2013), online: Office of the Privacy Commissioner of Canada, https://www.priv.gc.ca. This information is available at https://www.priv.gc.ca/leg_c/legislation/ss_index_e.asp. The European Data Protection (1995) has also been deemed substantially equivalent.
[17] Note 12, supra.
[18] IXmaps, but not the working group, modified this language slightly after posting the criteria document on December 22, 2014. See note 13, supra.
[19] BGP: the Border Gateway Protocol Advanced Internet Routing Resources, “Internet Exchanges / Exchange Points / Peering Points,” online, available athttp://www.bgp4.as/internet-exchanges (last accessed 2 March 2015).
[20] Ibid.
[21] ICANN, “Beginner’s Guide to Internet Protocol (IP) Addresses” (4 March 2011), online: Internet Corporation for Assigned Names and Numbershttps://www.icann.org/. The guide is available online at https://www.icann.org/en/system/files/files/ip-addresses-beginners-guide-04mar11-en.pdf.
[22] Telecommunication Standardization Sector, “Recommendation ITU-T E.212: The international identification plan for public networks and subscriptions” ( May 2008), online: International Telecommunications Union http://www.itu.int. The Recommendation is available online at http://www.itu.int/rec/T-REC-E.212-200805-I/en.
[23] Radiocommunication Sector, “Recommendation ITU-R M.1224-1: Vocabulary of terms for International Mobile Telecommunications (IMT)” (March 2012), online: International Telecommunications Union http://www.itu.int. The Recommendation is available online at http://www.itu.int/rec/R-REC-M/en.
[24] “What is my IP Address / MAC Address?” (3 December 2012), online: University of Illinois at Chicago, Academic Computing and Communications Centerhttp://accc.uic.edu/answer/what-my-ip-address-mac-address.
[25] For ease of reading, Fido, Koodo, and Virgin will hereafter be referred to as the “extension brands” (and Rogers, Telus, and Bell as the “parent brands”) but it should be noted that in the case of Virgin its relationship to Bell may be slightly different.
The 3+3 Project: Criteria
Keeping Internet Users in the Know or in the Dark:
A Report on the Data Privacy Transparency of Canadian Internet Carriers2014 Edition, forthcoming – March 2015
Andrew Clement
Professor, Faculty of Information
University of TorontoJonathan Obar
Assistant Professor, Department of Communication
University of Ontario Institute of TechnologyDecember 22, 2014
Planning for the 2014 Edition
In preparation for the 2014 edition of the ‘Keeping internet users in the know or in the dark: A report on the data privacy transparency of Canadian internet carriers’, this document highlights the methodical aspects of the upcoming background research. The 2014 report will be based closely on the first report from 2013,[1] but with revisions in the following areas:
• Assessment criteria – The 10 criteria have been revised to focus more explicitly on transparency around pro-privacy features as well as the geography of connections between carriers and to clarify the standards for awarding full and half stars (see below)
• Carriers studied – enlarged from 20 to 30+, mainly incorporating those included in related transparency initiatives at the University of Toronto – of Christopher Parsons and Andrew Hilts, both at the Citizen Lab,[2] and the student working group at the Centre for Innovation Law and Policy (CILP),[3] as well as large internet backbone carriers
• Carrier profiles – The profiles for each carrier assessed have been expanded to include further information about the carriers, such as nationality and types and geographic areas of service.
Assessing Data Privacy Transparency
We model this report most directly on the EFF’s “Who Has Your Back?” annual report.[4] Ours takes an explicitly Canadian orientation, focusing specifically on internet carriers, rather than service providers more generally, while broadening the range of criteria to highlight those that are particularly relevant to contemporary privacy concerns in Canada. On the premise that carriers of Canadian domestic communication already comply with the law, we highlight those carriers that go beyond minimum compliance, and, in the spirit of PIPEDA Principle 8 –Openness, make their policy and practices around the handling of personal information readily available publicly.
Awarding Stars to ISPs
Carriers can earn stars, full or half, for each of the 10 criteria described below.
We award stars based on readily available evidence presented on the carrier’s corporate website. Presuming that carriers would want to make it easy for their customers to find relevant information about corporate practices around personal information, and that the on-line privacy policy is where users would look first (and likely not look further), we will confine our attention to these public statements (with some exceptions noted below), as they appear on the corporate website as of December 31, 2014.
An advantage of this approach is that individual internet users can check that our results are correct, or apply these criteria to additional carriers. We look forward to receiving feedback and will update the report accordingly.
In February we will provide all carriers evaluated with the opportunity to respond to a preliminary version of the report and our initial transparency assessment of their company. We will take their comments into consideration for the final analysis and where changes are indicated, re-check their websites to determine whether they had updated their public statements after Dec 31, 2014.
The 2014 edition will be launched on March 10, 2015.
Evaluation Criteria
1. A public commitment to PIPEDA compliance
The Personal Information Protection and Electronic Documents Act (PIPEDA), and its provincial equivalents,[5] applies to the commercial activities of all private sector organizations that exhibit a real and substantial connection to Canada, and outline rules for how they may collect, use or disclose personal information.[6] In particular, internet service providers, wireless carriers, and other telecommunications carriers, as federally regulated entities, are covered by PIPEDA. An important requirement of PIPEDA is that personal information can only be transferred to third parties, whether Canadian or foreign, that provide an equivalent level of protection as that offered by PIPEDA. This criterion evaluates the extent to which carriers serving the Canadian market inform the public of their basic privacy responsibilities under the law.
Full Star: The carrier explicitly indicates that it complies with PIPEDA, or similar applicable legislation, and provides substantive details of its privacy obligations, including that it only transfers personal information to third parties that provide an equivalent level of protection.
Half Star: The carrier only vaguely states that it operates according to applicable legislation or doesn’t mention third party PIPEDA-equivalent protection.
No Star: The carrier makes no indication that it complies with PIPEDA or substantially equivalent privacy legislation.
2. A public commitment to inform users of all third party data requestsPIPEDA states that individuals have a right to be informed upon request whether their personal information has been disclosed to a third party, including the government.[7] This criteria looks at whether a carrier has a clearly stated proactive policy to contact an individual when it has received a request for their personal information and to inform them it has been disclosed, without the individual bearing the burden of having to first inquire.
Full Star: The carrier clearly indicates that it will notify a user when it has received a third party request for the user’s information, unless explicitly prohibited from doing so by law.
Half Star: A carrier does not indicate that it will notify users when it receives requests, however it indicates that users may send an inquiry in order to acquire such information.
No Star: The carrier makes no mention of how users may learn of third party requests for their personal information.
3. Transparency about frequency of third party requests and disclosuresThis criteria considers whether a carrier has published information regarding the types of requests for personal data it receives and how it responds to such requests. Since 2009, a rapidly growing number of major U.S.-based internet companies regularly publish transparency reports. In 2014, for the first time, Canadian internet carriers have begun to follow suit. These transparency reports typically include statistics about the number of requests the companies receive from third parties, broken down by government (law enforcement, etc.), commercial and non-commercial entities. Also important is how many requests they complied with, how many accounts the requests applied to and how many disclosures of information there were. The best transparency reports mention the lawful authority that accompanied the requests (e.g. whether the request was accompanied by a warrant or other court order) and in some cases even indicate the number of secretive ‘security letters’ the carrier has handled.
Full Star: The carrier has published the above-mentioned statistics in an annual or semi-annual report or in some other form.
Half Star: The carrier has published SOME information but leaves many important statistics out.
No Star: The carrier has published no information relating to these types of statistics.
4. Transparency about conditions for third party data disclosures.Canadians use communication devices every day to browse the internet and transmit personal information via phone calls and text messages. The information transmitted, received, and accessed through these activities is logged by carriers who may disclose this information along with data about identity, address, and service payments to third parties. Evidence came to light in March 2014 revealing that such disclosure has been a very common occurrence, typically without carriers requiring a judicial warrant or other court order.[8] This criterion seeks to evaluate the requirements that the carrier establishes for disclosing personal information to third parties.
Full Star: (1) The carrier explicitly states the circumstances under which personal information will be disclosed to third parties. (2) It must make clear what standard must be met by the third party in order for this disclosure to be made (e.g. whether a warrant is required). (3) It must be clear whether or not a subscriber/user will be notified in the case that his or her information is disclosed to a third party and especially the specific conditions under which such information will be disclosed without consent.
Half Star: The carrier refers to some but not all of (1), (2) and (3) or is vague about them.
No Star: The carrier fails to indicate any of (1), (2), or (3).
5. An explicitly inclusive definition of ‘personal information’.PIPEDA defines personal information broadly as “information about an identifiable person.”[9] Personal information can refer to any number of variables. There have been recent controversies about whether data derived from the communication (e.g. transaction data, traffic data, userIDs or metadata more generally) or certain numbers associated with personal devices (eg IP addresses, IMSI/IMEI numbers, or MAC addresses),[10] that are enduringly associable with an individual should be regarded as ‘personal information’; e.g. The Office of the Privacy Commissioner of Canada, has found that “An Internet Protocol (IP) address can be considered personal information if it can be associated with an identifiable individual.”[11] This criterion evaluates whether a carrier has given an explicitly inclusive definition of ‘personal information’ in line with such best privacy practice.
Full Star: The carrier explicitly states all forms of data that fall under ‘personal information’. This should include subscribers/users’ IP addresses, IMSI/IMEI numbers, or MAC addresses, as well as their userIDs, meta-data (e.g. who subscriber communicated with, when and where this communication occurred), browser history (pages accessed, date of access, location when accessed), personal account information, credit card information etc.
Half Star: The carrier only implicitly states forms of data included in a definition of ‘personal information’, and/or provides a definition which (a) incorporates a closed list of what constitutes personal information that (b) excludes one or more of IP addresses, IMSI/IMSEI numbers, MAC addresses, userIDs, meta-data, browser history, personal account information, or credit card information.
No Star: The carrier gives no definition of ‘personal information’.
6. The normal retention periods for personal informationCompanies hold on to users’ personal information, including internet usage, phone calls, and GPS locations for varying lengths of time. How long they do so is a clear privacy issue and something that consumers should know. The longer personal information is kept, the more likely it is that the personal information will be exposed to misuse or disclosure.
Full Star: The carrier discloses how long personal information is routinely retained for, specifying retention time periods for each data type.
Half Star: The carrier only states the retention period for limited types of information. For example, a company may state that it retains consumers’ browsing history for 2 weeks, but provides no information on call log retention.
No Star: The carrier either provides no information on data retention periods OR provides a statement so vague as to not inform the consumer beyond what PIPEDA requires. For instance,
“[Our company]shall retain personal information only as long as necessary for the fulfillment of the purposes for which it was collected.”[12]
7. Transparency about where personal information is stored and/or processedThe physical location of servers and data storage facilities is important. Data stored or processed in different jurisdictions will be subject to the associated legal regimes regardless of where the data originated or the nationality of the data subject. For instance, Canadian data stored in the United States loses the protection afforded by the Canadian Charter of Rights and Freedoms, as well as PIPEDA, and becomes subject to the USA PATRIOT Act and other surveillance authorizations.[13] In fact, Canadian data is considered under those legal authorizations to be ‘foreign’ to the U.S. and therefore afforded significantly reduced (little or no) safeguards compared to American data. Furthermore data storage outsourced to foreign-owned hosting services, even if physically located inside Canada, is similarly subject to foreign jurisdiction. In light of the privacy risks from the exposure of Canadians’ data to foreign jurisdictions, the Office of the Privacy Commissioner found in 2008 that:
38. [O]rganizations that outsource the processing of personal information must
provide sufficient notice with respect to the existence of service-provider
arrangements, including notice that any foreign-based service provider may be
required by the applicable laws of that country to disclose personal information in
the custody of such service provider to the country’s government or agencies.[14]This criterion therefore evaluates whether a carrier has provided a sufficiently clear and explicit indication of possible exposure of personal information to foreign jurisdictions and what additional risks of disclosure this may entail.
Full Star: The carrier clearly indicates the storage and/or processing locations of user’s data and whether data storage and/or processing has been outsourced to a foreign company. This should include whether data may be stored in, or otherwise subject to other jurisdictions, what those jurisdictions are, and what sort of disclosure such data may be subject to.
Half Star: The carrier only indicates that there is a possibility that data may be stored and/or processed subject to a foreign jurisdiction. No jurisdiction is noted or details are not provided.
No Star: The carrier fails to clearly indicate whether or not data may be stored and/or processed such that it may be subject to a foreign jurisdiction.
8. Transparency about where personal information is routed.Many mobile phone subscribers use the internet on their devices. This criterion evaluates a carrier on the basis of whether or not it has indicated the relevant geographic locations or jurisdictions for routing of personal information. Data routing, as the particular form of information processing concerned with the switching of data packets among possible routes across the internet, affects legal privacy protection much the way that data storage location does, but has hitherto received comparatively little public attention. A serious concern for Canadians is that a significant proportion (~25%) of their domestic communications (i.e. communicating with other Canadian persons or services) is routed through the United States (aka “boomerang routing”) and hence is subject to NSA surveillance.[15][16] Furthermore, nearly all internet communication between Canada and third countries also passes through the U.S. or is handled by U.S. carriers, which similarly exposes it to mass suspicionless surveillance by the NSA and other state agencies.
Full Star: The carrier clearly indicates whether Canadians’ personal domestic communication data might be routed through the United States or otherwise subject to foreign jurisdiction while in transit. It clearly indicates the geographical locations where domestic communication is routed and what jurisdictions it is subject to. Similarly, it indicates whether or not communications with third countries is subject to U.S. jurisdiction.
Half Star: The carrier is vague about the geographical locations or jurisdictional exposure of personal data routing.
No Star: The carrier gives no indication of the geographical locations or jurisdictions where personal data is routed.
9. Domestic Canadian routing when possibleThis criterion evaluates whether the carrier has taken reasonable, publicly visible steps to maintain Canadian routing for domestic internet traffic. Given the additional privacy and surveillance risks facing Canadians maintain Canadian routing for tates or otherwise subject to foreign jurisdiction while in transit. It clearly indicates the geoata within Canadian jurisdiction when possible.[17] One good way is for carriers to make contracts for the handling of their domestic traffic only with Canadian internet transit providers that they can connect with in Canada and that maintain a similar policy of domestic routing when possible. Another, more publicly visible way for carriers to help ensure all-Canadian routing is to exchange traffic or ‘peer’ openly at Canadian public internet exchanges points (IXPs), such as TorIX (Toronto Internet Exchange) and OttIX (Ottawa internet exchange) and other more recently established ones in Calgary, Winnipeg, Montreal and Halifax.
Full Star: The carrier clearly states on its privacy pages a policy of domestic Canadian routing when possible, and indicates the concrete measures it takes to achieve this goal. A carrier that verifiably peers openly at all the Canadian IXPs in its service region(s) will also receive a full star. Only Canadian carriers are eligible for a full star, as foreign carriers by definition subject the data they carry to non-Canadian jurisdictions.
Half Star: The carrier is vague about its policies for ensuring Canadian routing of domestic traffic and the measures it takes to ensure this. In the absence of a clear policy statement, a carrier (whether Canadian or foreign) that peers openly at some but not all Canadian public IXPs in their operating regions will earn a half star.
No Star: The carrier gives no indication of any policy or concrete measures to promote domestic routing when possible, nor does it peer openly at any Canadian public IXPs.
10. Open advocacy for user privacy rights.This criterion is evaluated on the basis of whether or not the carrier has made clear on its privacy pages its recent (in the last five years) political, legal and/or legislative positions regarding support for user privacy rights. A carrier can demonstrate its pro-privacy position in any of the following areas:
• Public debates over mass state surveillance;
• Privacy or surveillance related legislative initiatives (e.g. the current Bill C-13 on lawful access);
• Defending user privacy rights in court; or
• Ties to advocacy organizations or initiatives promoting user privacy rights.
Full Star: The carrier makes clear reference on its privacy pages to its support for user privacy rights in at least one of the areas itemized above.
Half Star: The carrier has defended user privacy rights politically, in court or legislatively, but there is no reference to this in their privacy pages.
No Star: There is no readily available public evidence that the carrier has taken a positive pro-privacy position in any of the above areas.
NOTES
[1] available at: http://ixmaps.ca/transparency.php
[3] http://cilp.law.utoronto.ca/
[4] https://www.eff.org/who-has-your-back-2014
[5] Provincial laws that have been deemed substantially equivalent are British Columbia’s Personal Information Protection Act, Alberta’s Personal Information Protection Act, and Quebec’s An Act Respecting the Protection of Personal Information in the Private Sector. https://www.priv.gc.ca/leg_c/legislation/ss_index_e.asp The European Data Protection (1995) has also been deemed substantially equivalent.
[6] https://www.priv.gc.ca/leg_c/leg_c_p_e.asp
[7] PIPEDA, Principle 9 – Individual Access https://www.priv.gc.ca/leg_c/p_principle_e.asp
[8] Paul McLeod, “Ottawa has been spying on you: Telecom firms handing over data without warrants,” Chronicle Herald, March 26, 2014.http://thechronicleherald.ca/novascotia/1195828-ottawa-has-been-spying-on-you. This common practice may change in light of the Supreme Court of Canada finding unanimously in R. v. Spencer, 2014 SCC 43, that PIPEDA prevents ISPs from disclosing customer information without ‘lawful authority’, which at least in the context of law enforcement agency access to identification information, means a judicial warrant. The recently passed Bill C-13, Protecting Canadians from Online Crime Act, introduced new “lawful access” provisions facilitating such disclosure, but appear to be at odds with Spencer and may not be constitutional.
[9] Ibid.
[10] Internet Protocol (“IP”); International Mobile Subscriber Identity (“IMSI”); International Mobile Station Equipment Identity (“IMEI”); Medium Access Control (“MAC”)
[11] https://www.priv.gc.ca/leg_c/interpretations_02_e.asp#_ftn52 See also: Parsons, Christopher, “The Anatomy of Lawful Access Phone Records”, posted to the “Technology, Thoughts and Trinkets” blog on 21 November 2011. https://www.christopher-parsons.com/the-anatomy-of-lawful-access-phone-records/
[12] This is taken from Bell Canada’s privacy policy, and echoes PIPEDA. Several Canadian companies go no further than this.
[13] Notably the Foreign Intelligence Surveillance Act Amendments Act (2008), esp. Sec. 702, and Executive Order EO12333 (198X)
[14] https://cippic.ca/sites/default/files/OPC_Findings-canada.com.pdf
[15] See Clement 2013. “IXmaps – Tracking your personal data through the NSA’s warrantless wiretapping sites” IEEE – ISTAS conference, Toronto, June 26-27, 2013https://www.dropbox.com/s/9y4xtavova2qtj4/ISTAS13%20paper%2026%20IXmaps%20%E2%80%93%20Tracking%20May%2022.pdf Clement 2014. “Canada’s Bad Dream” World Policy Journal, Special issue on “Connectivity”, Fall 2014 http://www.worldpolicy.org/journal/fall2014/canada%27s-bad-dream
[16] Given that the Communication Security Establishment Canada (CSEC), a close signals intelligence partner of the NSA, likely conducts similar forms of internet interception, means that keeping data exclusively in Canada does not avoid mass state surveillance, but since data that remains within Canadian jurisdiction enjoys Constitutional protection, exposure to U.S. agencies adds a significant privacy risk.
[17] There are also good economic reasons for keeping Canadian data within Canada, as the Canadian Internet Registration Authority (CIRA) makes clear in its report with the Packet Clearing House: Toward Efficiencies in Canadian Internet Traffic Exchange, by Bill Woodcock & Benjamin Edelman, Sept. 2012.
This is the Bell report for The 3+3 Project: Evaluating Canada’s Wireless Carriers’ Data Privacy Transparency. The 10 criteria used to evaluate carriers and the scoring rubric used for each are included in the chart below. A carrier could earn a full star, half star, or no star on each criterion. The criteria and rubric (with minor alterations as noted) are reproduced from the criteria document prepared by the IXmaps research project for the annual Keeping Internet Users In the Know or In the Dark: Data Privacy Transparency of Canadian Internet Service Providers, by Andrew Clement (Professor, Faculty of Information, University of Toronto) and Jonathan A. Obar (Assistant Professor, Faculty of Social Science and Humanities, University of Ontario Institute of Technology). The Keeping Internet Users In the Know of In the Dark report is available here. For a fuller explanation of the criteria and the rubric used for each, please consult the full criteria document.
These criteria were originally developed by the IXmaps research project for their 2013 Keeping Internet Users in the Know or in the Dark report.[1] The Centre for Innovation Law and Policy (CILP) assisted with updating them for the 2014-2015 project, including developing the scoring rubric. Where we are aware of any difference in how we have applied these criteria compared to how IXmaps applies these criteria, this is indicated in the chart. For more information about IXmaps, as well as other significant projects engaging with data privacy, please see the project overview.
This report frequently makes reference to PIPEDA, the Personal Information Protection and Electronic Documents Act. This is Canadian legislation dealing with the treatment of personal information by companies while carrying on commercial activities. For more on PIPEDA, please see the project overview.
Notes:
- The Bell Mobility Terms of Service were consulted (as of December 24, 2014, January 3, 2015, and February 13, 2015) but did not count towards Bell’s final score. Part of the evaluation was related to transparency about privacy practices. Therefore, carriers only received credit for information in their privacy materials, on the theory that this was where privacy-minded users would look for privacy-related information. In any event, the Bell Mobility Terms of Service, while including a privacy section, do not contain information not otherwise discussed in the Bell Privacy Policy. It incorporates by reference or directs the user to the privacy policy. The Bell Mobility Terms of Service apply to Bell Mobility Inc.
- Virgin is one of the “Bell companies”.
- Although Bell’s privacy materials do not provide a list of the “Bell companies” to which they apply, the Bell Mobility Terms of Service includes a “Bell Commitment to Privacy” which states that “The Bell Privacy Policy applies to the Bell companies offering wireless, Internet, satellite and IP television, TV, local and long distance wireline services as well as radio, television and digital media services and our various retail locations. The Bell companies include Bell Canada, Bell Mobility Inc., the Ontario and Quebec operations of Bell Aliant Regional Communications L.P. , Bell ExpressVu L.P., Virgin Mobile, Solo Mobile, The Source (Bell) Electronics Inc. and Bell Media Inc.” (per “Who and what does the Bell Privacy Policy apply to?”, emphasis added).
- Virgin states in the Virgin Mobile Canada Terms and Conditions of Service that it is “a division of Bell Mobility Inc.” (including in the “Privacy Policy” section of the Virgin Mobile Canada Terms and Conditions of Service). However, Virgin does not explicitly indicate, in either its privacy materials or the Virgin Mobile Canada Terms and Conditions of Service, that Virgin users should consult Bell’s materials.
- Virgin also states in the Virgin Mobile Canada Terms and Conditions of Service that “[w]hen it comes to your preferences for privacy and marketing, ‘Virgin Mobile and its affiliates’ refers to the following companies:
- Bell Canada
- Bell Mobility Inc.
- Bell Aliant Regional Communications Inc.
- Bell ExpressVu L.P.
- The Source (Bell) Electronics Inc.
- Bell Media Inc.
- (per “What Does “Virgin Mobile And Its Affiliates” Mean?”). However, neither the phrase “Virgin Mobile and its affiliates” nor the term “affiliates” occur elsewhere in the document, so it does not appear that the Virgin Mobile Canada Privacy Policy covers Virgin’s affiliates. In addition, this also does not constitute a clear indication that Virgin users should consult Bell’s materials.
- Part of the evaluation was how transparent privacy practices are to a carrier’s users. Therefore, Virgin received no credit for provisions and statements in Bell materials since Virgin users would not know to consult Bell’s materials for information relevant to them. Likewise, Bell received no credit for provisions and statements in Virgin materials, since Bell users would not know to consult Virgin’s materials for information relevant to them (if such materials are indeed relevant to Bell users).
1. A public commitment to PIPEDA compliance
Full Star: The carrier explicitly indicates that it complies with PIPEDA, or similar applicable legislation, and provides substantive details of its privacy obligations, including that it only transfers personal information to third parties that provide an equivalent level of protection.
Half Star: The carrier only vaguely states that it operates according to applicable legislation or doesn’t mention third party PIPEDA-equivalent protection.
No Star: The carrier makes no indication that it complies with PIPEDA or substantially equivalent privacy legislation.
Score: Full Star
Explanation:
- The Bell Privacy Policy explicitly states that it reflects and is subject to the requirements of the Personal Information Protection and Electronic Documents Act (PIPEDA).
- The Bell Privacy Policy also states that it is subject to regulations made under PIPEDA and “any other applicable legislation, regulations, tariffs or agreements”, and that it incorporates the 10 principles of the Canadian Standards Association Model Code for the protection of Personal Information published in 1996 as a National Standard of Canada.
- Although it does not make explicit reference to third-party PIPEDA-equivalent protection, Bell’s language in Principles 1.3 and 7.2 of the Bell Privacy Policy is sufficient when compared with the language of the PIPEDA principle underlying this criterion (Principle 1 – Accountability) to earn a full star. In fact, Bell should be recognized for doing the best on this criterion: it was the only carrier which specified in detail what would be “stipulat[ed]” in the contractual agreements with third parties used to protect information shared with those parties.
Provisions:
“In March 1996, the new Canadian Standards Association Model Code for the Protection of Personal Information, CAN/CSA-Q830-96 (the “CSA Code”), was published as a National Standard of Canada. In August 2000, the Bell companies revised the Bell Privacy Policy (formerly, the Bell Code of Fair Information Practices), to describe in detail how we subscribe to the principles of the CSA Code and the requirements of the Personal Information Protection and Electronic Documents Act, which came into force in 2001.”
– Bell Privacy Policy (“Introduction”) (Accessed Jan 3, 2015).
“The application of the Bell Privacy Policy is subject to the requirements or provisions of the Personal Information Protection and Electronic Documents Act, the Regulations made there under, and any other applicable legislation, regulations, tariffs or agreements (such as collective agreements), or the order of any court or other lawful request.” – Bell Privacy Policy (“Scope and Application”) (Accessed Jan 3, 2015).
“1.3 The Bell companies are responsible for personal information in their possession or control, including information that has been transferred to a third party for processing. The Bell companies shall use appropriate means to provide a comparable level of protection while information is being processed by a third party (see Principle 7).” – Bell Privacy Policy (Accessed Jan 3, 2015).
“7.2 The Bell companies shall protect personal information disclosed to third parties by contractual agreements stipulating the confidentiality of the information, the purposes for which it is to be used, limits on the number of persons whose job function requires access to the information, and the physical and procedural security measures required to safeguard that information.” – Bell Privacy Policy (Accessed Jan 3, 2015).
2. A public commitment to inform users of all third party data requests
Full Star: The carrier clearly indicates that it will notify a user when it has received a third party request for the user’s information, unless explicitly prohibited from doing so by law.
Half Star: A carrier does not indicate that it will notify users when it receives requests, however it indicates that users may send an inquiry in order to acquire such information.*
*Note: This criterion was applied generously: carriers who indicated users could learn about disclosures of their information were scored a half star.
No Star: The carrier makes no mention of how users may learn of third party requests for their personal information.
Score: Half Star
Explanation:
- Bell does not indicate that it notifies users when it receives third party data requests, however it indicates that users may send an inquiry to acquire such information.
- Bell further notes that, in the event of a request, where it cannot identify organizations to which personal information has been disclosed, it will “provide a list of organizations to which it may have disclosed personal information” (see Principle 9 below).
Provisions:
“Principle 9 - Customer and Employee Access to Personal Information
The Bell companies shall inform a customer or employee 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 employee shall be able to challenge the accuracy and completeness of the information and have it amended as appropriate....
9.3 Upon request, the Bell companies 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, the Bell companies 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.”
– Bell Privacy Policy (Accessed Jan 3, 2015). (Note that the Bell Privacy Policy numbers two clauses as 9.3. This is the first of them.)
3. Transparency about frequency of third party requests and disclosures
Full Star: The carrier has published, in an annual or semi-annual report or in some other form, statistics regarding:
- The number of requests from third parties, broken down by government (law enforcement, etc.), commercial and non-commercial entities.
- How many requests it complied with.
- How many accounts the requests applied to.
- How many disclosures of information there were.
Half Star: The carrier has published SOME information but leaves many important statistics out.
No Star: The carrier has published no information relating to these types of statistics.
Note: This criterion was edited for ease of use and clarity in presentation here. In highlighting the absence of specific important statistics, we may have applied this criterion more strictly than IXmaps. However, we are not aware of any divergence with IXmaps as to the final score awarded to any carrier.
Score: No Star
Explanation:
- Unlike some other Canadian wireless service providers, Bell has not published a transparency report revealing statistics regarding third party data requests and information disclosure to third parties.
Provisions and other sources:
“BCE Inc. and Shaw Communications Inc. have not released [transparency] reports; nor have they shared plans to do so. BCE, owner of Bell Canada, will say only that it complies with the law; Shaw has not responded to requests for comment.” – Christine Dobby, “Telus joins transparency push by sharing demands for customer info”, The Globe and Mail (18 September 2014), online: The Globe and Mail <http://www.theglobeandmail.com>.[2]
4. Transparency about conditions for third party data disclosures
Full Star:
(1) The carrier explicitly states the circumstances under which personal information will be disclosed to third parties.(2) It must make clear what standard must be met by the third party in order for this disclosure to be made (e.g. whether a warrant is required).(3) It must be clear whether or not a subscriber/user will be notified in the case that his or her information is disclosed to a third party and especially the specific conditions under which such information will be disclosed without consent.Half Star: The carrier refers to some but not all of (1), (2) and (3) or is vague about them.**Note: In order to achieve consistency, this criterion was applied generously: carriers that had some discussion of when disclosure of user information could occur received a half star. A carrier would have had to fail entirely to discuss disclosure to receive no star, which none did. This criterion is likely to be revised and simplified in future years to improve consistent application and permit more meaningful distinctions between carriers.No Star: The carrier fails to indicate any of (1), (2), or (3).Note: Our evaluation of this criterion looked at discussion of disclosure to any third party, including sharing with affiliated companies, while IXmaps focused on disclosure when compelled by law. However, both approaches yielded the same score on this criterion.Score: Half Star
Explanation:
- Bell’s privacy materials list a number of circumstances in which personal information may be disclosed to third parties.
- Principle 3.1 in the Bell Privacy Policy and “Legal and emergency exceptions” in “How does Bell respect my privacy?” give examples of when information may be disclosed without a user’s consent.
- The privacy materials do not make clear what standard must be met by a third party for disclosure to occur, or make it clear whether users will be notified of disclosures (although it is implied they generally will not be).
Provisions:
“Principle 3 - Obtaining Consent for Collection, Use or Disclosure of Personal Information
The knowledge and consent of a customer or employee are required for the collection, use or disclosure of personal information, except where inappropriate.
3.1 In certain circumstances personal information can be collected, used or disclosed without the knowledge and consent of the individual. For example, the Bell companies may collect or use 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 a minor, seriously ill or mentally incapacitated.
The Bell companies may also collect, use or disclose personal information without knowledge or consent if seeking the consent of the individual might defeat the purpose of collecting the information such as in the investigation of a breach of an agreement or a contravention of a federal or provincial law.
The Bell companies 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.
– Bell Privacy Policy (Accessed Dec 24, 2014).
The Bell companies may disclose personal information without knowledge or consent to a lawyer representing the companies, to collect a debt, to comply with a subpoena, warrant or other court order, or as may be otherwise required by law.“
– Bell Privacy Policy (Accessed Dec 24, 2014).
“Principle 5 - Limiting Use, Disclosure and Retention of Personal Information
The Bell companies shall not use or disclose personal information for purposes other than those for which it was collected, except with the consent of the individual or as required by law. The Bell companies shall retain personal information only as long as necessary for the fulfillment of the purposes for which it was collected.
5.1 In certain circumstances personal information can be collected, used or disclosed without the knowledge and consent of the individual. (see Principle 3.1)
5.2 In addition, the Bell companies may disclose a customer’s personal information to:
a) another telecommunications company for the efficient and effective provision of telecommunications services;
b) a company involved in supplying the customer with communications or communications directory related services;
c) another person for the development, enhancement, marketing or provision of any of the products or services of the Bell Companies;
d) an agent retained by the Bell companies to evaluate the customer’s creditworthiness or to collect a customer's account;
e) credit grantors and reporting agencies;
f) a person who, in the reasonable judgment of the Bell companies, is seeking the information as an agent of the customer; and
g) a third party or parties, where the customer consents to such disclosure or disclosure is required by law.”
– Bell Privacy Policy (Accessed Dec 24, 2014).
“Principle 2 - Identifying Purposes for Collection of Personal Information
The Bell companies shall identify the purposes for which personal information is collected at or before the time the information is collected.
2.1 The Bell companies collect personal information only for the following purposes:
a) to establish and maintain responsible commercial relations with customers and to provide ongoing service;
b) to understand customer needs and preferences, and determine eligibility for products and services;
c) to recommend particular products & services to meet customer needs;
d) to develop, enhance, market or provide products and services;
e) to manage and develop their business and operations, including personnel and employment matters; and
f) to meet legal and regulatory requirements. …
2.3 Unless required by law, the Bell companies shall not use or disclose, for any new purpose, personal information that has been collected without first identifying and documenting the new purpose and obtaining the consent of the customer or employee.”
– Bell Privacy Policy (Accessed Dec 24, 2014).
“We collect information to:
- Establish and maintain a responsible commercial relationship with you. For example, we may collect information to confirm your identity or to establish credit worthiness.
- Understand your needs and preferences to recommend relevant offers, products, services and bundled discounts on behalf of Bell and its affiliates.
- Understand who the people are that use our products and services, how they use them, and how we can improve them.
- Manage and develop Bell's business and operations. For example, we monitor usage volumes in order to plan and provision our communications networks. We also track product sales to determine the success of features, promotions and pricing.
- Meet legal and regulatory requirements. For example, we may be required to collect information by a court order or to demonstrate compliance with a CRTC requirement.
Your personal information will not be used for any other purpose without your consent.”
– “How does Bell respect my privacy?” (“Your personal information: How and why does Bell collect personal information?”) (Accessed Jan 16, 2015).
“Does Bell share personal client information with outside organizations?
We do not provide personal information to any party outside of the Bell companies except in limited circumstances in which it is necessary for us to do so. These third parties may include:
- An agent acting on behalf of Bell, such as a company hired to perform installation work on our behalf.
- Another communications service provider, in order to offer efficient and effective communications services (e.g., to provide mobile service while roaming in another company's coverage area) or as required by law.
- A collection agency, for the express purpose of the collection of past due bills.
When we provide personal information to third parties, we give only the information that is required under the specific circumstances. That information is used only for the purpose stated and is subject to strict terms of confidentiality. The employees of the companies that we share this information with must meet and respect our privacy standards.”
Directory listing information
Please note that, pursuant to federal legislation, publicly available information, including a directory listing of your name, address and telephone number, may be collected, used and disclosed by organizations without your consent.
If you prefer not to have your listing information provided to select organizations, please contact us.
Sharing information among the Bell companies
Occasionally we may share information between the Bell companies to help understand your information, communication and entertainment needs, and to provide you with relevant information to meet those needs.
Option to opt out
If you don't want your information shared among the Bell companies, please contact us.
Legal and emergency exceptions
It' s important to note that in certain circumstances, we may collect, use or disclose personal information without your knowledge or consent. For example:
- During the investigation of a breach of an agreement or the breaking of provincial or federal laws.
- If we' re asked to comply with a subpoena, warrant, court order or other lawful request.
- If there is an emergency where someone's life, health or security is threatened.
– “How does Bell respect my privacy?” (“Does Bell share personal client information?”) (Accessed Jan 16, 2015).
5. An explicitly inclusive definition of ‘personal information’
Full Star: The carrier explicitly states all forms of data that fall under ‘personal information’. This should include subscribers/users’ IP addresses, IMSI/IMEI numbers, or MAC addresses, as well as their userIDs, meta-data (e.g. who subscriber communicated with, when and where this communication occurred), browser history (pages accessed, date of access, location when accessed), personal account information, credit card information etc.Half Star: The carrier only implicitly states forms of data included in a definition of ‘personal information’, and/or provides a definition which (a) incorporates a closed list of what constitutes personal information that (b) excludes one or more of IP addresses, IMSI/IMSEI numbers, MAC addresses, userIDs, meta-data, browser history, personal account information, or credit card information.No Star: The carrier gives no definition of ‘personal information’.Note: IP addresses, IMSI/IMEI numbers and MAC addresses are all used to identify individual devices connected to the Internet. This information could be used to identify individuals and track their locations. For more information, click here. Score: Half Star
Explanation:
- Bell provides a definition of “personal information” in the Bell Privacy Policy and in “How does Bell respect my privacy?” which includes some examples.
- Although the examples are not a closed list, many of the key elements required to do well on this criterion are not included. For example, there is no reference to IP addresses.
- Although Bell’s definitions are lacking, its inclusion of “service usage such as cellular call records, long distance usage or Internet surfing habits” puts it ahead of other carriers who earned a half star but included only very obvious examples of what constituted personal information, such as name and address.
Provisions:
“Personal information - information about an identifiable individual but not aggregated information that cannot be associated with a specific individual.
- For a customer, such information includes a customer's credit information, billing records, service and equipment records, and any recorded complaints.
- For an employee, such information includes information found in personal employment files, performance appraisals and medical and benefits information.”
– Bell Privacy Policy (“Definitions”) (Accessed Dec 24, 2014).
“What is “personal” information?
Personal information can include:
- Your name, address and phone number(s).
- Other information about the Bell product(s) that you subscribe to, such as calling features or Bell TV programming.
- Your service usage such as cellular call records, long distance usage or Internet surfing habits.
- Account information such as the status of your account or your method of payment.”
– “How does Bell respect my privacy?” (“Your personal information”) (Accessed Jan 16, 2015).
6. The normal retention periods for personal information
Full Star: The carrier discloses how long personal information is routinely retained for, specifying retention time periods for each data type.Half Star: The carrier only states the retention period for limited types of information. For example, a company may state that it retains consumers’ browsing history for 2 weeks, but provides no information on call log retention.No Star: The carrier either provides no information on data retention periods OR provides a statement so vague as to not inform the consumer beyond what PIPEDA requires. For instance, “[Our company] shall retain personal information only as long as necessary for the fulfillment of the purposes for which it was collected.” (Example wording is from Bell’s privacy policy.) Score: No Star
Explanation:
- Bell provides a statement so vague as to not inform the consumer beyond what PIPEDA requires. It merely restates PIPEDA’s Principle 5 - Limiting Use, Disclosure, and Retention.
Provisions:
“5.6 The Bell companies shall keep personal information only as long as it remains 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 employee, the Bell companies shall retain, for a period of time that is reasonably sufficient to allow for access by the customer or employee, either the actual information or the rationale for making the decision.
5.7 The Bell companies 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 necessary or relevant for the identified purposes or required by law to be retained. Such information shall be destroyed, erased or made anonymous.”
– Bell Privacy Policy (Accessed Dec 24, 2014).
7. Transparency about where personal information is stored and/or processed
Full Star: The carrier clearly indicates the storage and/or processing locations of user’s data and whether data storage and/or processing has been outsourced to a foreign company. This should include whether data may be stored in, or otherwise subject to other jurisdictions, what those jurisdictions are, and what sort of disclosure such data may be subject to.Half Star: The carrier only indicates that there is a possibility that data may be stored and/or processed subject to a foreign jurisdiction. No jurisdiction is noted or details are not provided.No Star: The carrier fails to clearly indicate whether or not data may be stored and/or processed such that it may be subject to a foreign jurisdiction. Score: Half Star
Explanation:
- Bell only indicates that there is a possibility that personal information may be stored or processed outside Canada and “may therefore be subject to the legal jurisdiction of [other] countries.”
- Which jurisdictions information may be stored in is not provided, nor are types of disclosure it may be subject to.
Provisions:
“5.3 In some cases personal information collected by the Bell companies may be stored or processed outside of Canada to provide you with service or to support Bell operations, and may therefore be subject to the legal jurisdiction of these countries. The information is provided only after detailed contracts are set out with the companies that provide us with these services. Moreover, the information may only be used for the purposes of providing the services in question. When outsourcing certain functions, the Bell companies strive to minimize the personal information stored or processed outside of Canada. Wherever possible, the Bell Companies anonymize any personal information stored or processed outside Canada, such that the data cannot be associated with identifiable individuals. (See Principle 7 Security Safeguards)” – Bell Privacy Policy (Accessed Dec 24, 2014).
Principle 7 does not directly relate to criterion or refer to the anonymization of data. For complete Principle 7 text, see Appendix A.
“Does Bell store customer information outside of Canada?
In some cases, personal information collected by the Bell companies may be stored and processed outside of Canada to provide you with service or to support Bell operations.
While the information may be subject to the legal jurisdictions of these countries, the companies that provide us with these services have obligations to protect such information. For example, the information is typically provided only after detailed contracts are set out with the companies that provide us with these services. Moreover, the information may only be used for the purposes of providing the services in question.”
– “How does Bell respect my privacy?” (“Your personal information”) (Accessed Jan 16, 2015).
8. Transparency about where personal information is routed
Full Star: The carrier clearly indicates whether Canadians’ personal domestic communication data might be routed through the United States or otherwise subject to foreign jurisdiction while in transit. It clearly indicates the geographical locations where domestic communication is routed and what jurisdictions it is subject to. Similarly, it indicates whether or not communications with third countries is subject to U.S. jurisdiction.Half Star: The carrier is vague about the geographical locations or jurisdictional exposure of personal data routing.No Star: The carrier gives no indication of the geographical locations or jurisdictions where personal data is routed. Score: No Star
Explanation:
- Bell gives no indication of the geographical locations or jurisdictions through which personal data is routed.
Provisions: None
9. Domestic Canadian routing when possible
Full Star: The carrier clearly states on its privacy pages a policy of domestic Canadian routing when possible, and indicates the concrete measures it takes to achieve this goal. A carrier that verifiably peers openly at all the Canadian IXPs in its service region(s) will also receive a full star. Only Canadian carriers are eligible for a full star, as foreign carriers by definition subject the data they carry to non-Canadian jurisdictions.Half Star: The carrier is vague about its policies for ensuring Canadian routing of domestic traffic and the measures it takes to ensure this. In the absence of a clear policy statement, a carrier (whether Canadian or foreign) that peers openly at some but not all Canadian public IXPs in its operating regions will earn a half star.No Star: The carrier gives no indication of any policy or concrete measures to promote domestic routing when possible, nor does it peer openly at any Canadian public IXPs. Score: No Star
Explanation:
- Bell gives no indication that it promotes domestic routing where possible.
- Bell Aliant, Bell’s Atlantic regional carrier, was listed on only one Canadian IXP (TorIX), where it was a conditional peer only.
- Open peering by Bell at TorIX might have merited a half star, as might conditional peering at a significant number of IXPs. Conditional peering by a regional carrier at one IXP, however, merits no stars.
- Bell does not peer openly at any Canadian public IXPs as of January 9, 2015. In addition to TorIX (http://www.torix.ca/), the IXPs reviewed were:
- Manitoba Internet Exchange: http://www.mbix.ca/
- Échange Internet de Montréal: http://www.qix.ca/en/
- Ottawa Internet Exchange: http://www.ottix.net/
- Halifax Internet Exchange: http://hfxix.ca/
- Calgary Internet Exchange: http://yycix.ca/
Provisions: None
For an explanation of IXPs and open and conditional peering, see the project overview.
10. Open advocacy for user privacy rights
Full Star: The carrier makes clear reference on its privacy pages to its support for user privacy rights via at least one of the following:
- Involvement in public debates over mass state surveillance;
- Involvement in privacy or surveillance related legislative initiatives (e.g. the current Bill C-13 on lawful access);
- Defending user privacy rights in court; or
- Ties to advocacy organizations or initiatives promoting user privacy rights.
Half Star: The carrier has defended user privacy rights politically, in court or legislatively, but there is no reference to this in its privacy pages.
No Star: There is no readily available public evidence that the carrier has taken a positive pro-privacy position in any of the above areas.
Note: While this criterion was edited for ease of use and clarity in presentation here, we are not aware of any divergence with IXmaps with regard to application.
Score: No Star
Explanation:
- Bell makes no reference on its privacy pages to public support for user privacy rights.
- Online searches turned up an article from IT World Canada indicating that Bell made a statement regarding Bill C-30 (the “Protecting Children from Internet Predators Act” that included controversial lawful access provisions and failed to pass in 2012):
“Few service providers want to talk on the record about the law, but BCE Inc.’s Bell Canada issued this statement:
“While we’ll obviously have to study the proposed legislation, our primary concern in this area has always been the capacity of industry to implement any new requirements and who bears the cost. Bell has a long history of working effectively with law enforcement agencies as required under existing legislation. However, it is important that there be a clear justification for any changes to the lawful access framework and that the privacy rights of all Canadians are taken into consideration.””
While Bell is to be commended for speaking on the record when other carriers evidently did not, it was decided that this was not sufficient to grant Bell a half star:
- First, this is not a strong statement. It describes cost and industry capacity as Bell’s “primary concern”, and, more importantly, does not take a strong position regarding what should be done about privacy concerns. It was decided this did not constitute “defend[ing] user privacy rights politically, in court or legislatively.”
- Second, well before Bill C-30 was tabled in Parliament, Bell led a working group through which the government and telecommunications companies met frequently regarding the legislation. Again, the primary concern of the group appears to have been the costs of implementing the new legislation, not its privacy implications. The group’s existence and activities were criticized by privacy advocates. Bell was not the only company involved in this group and should not necessarily be singled out for censure. Nonetheless, it is relevant for this criterion as these actions regarding Bill C-30 cut against Bell being awarded a half star for its statement about Bill C-30.
- Searches also turned up ongoing privacy concerns over Bell’s Relevant Advertising Program:
- An October 2013 CBC News article details Bell’s plan to launch targeted advertising on the basis of, among other things, GPS location, “app usage, and “calling patterns.”
- An October 2013 Toronto Star article indicates that the Privacy Commissioner was investigating the targeted advertising program after receiving several complaints. (The results of the investigation – which the commissioner may decide to make public – could not be located.)
- In early 2014, two consumer groups challenged this program before the Canadian Radio-Telecommunications Commission. (It does not appear any decision has yet been rendered.)
- However, it should be noted that Bell is adjusting the program in response to concerns. For example, opting-out of the program now means data will not be sorted into ad-relevant categories and retained – originally the case even for those who opted out.
- A search of legal databases for “Bell privacy” did not turn up any case law where Bell defended user privacy rights in Canadian courts. (In 2014, Bell was a defendant in a civil action arising from breach of PIPEDA. Bell did not dispute the breach, but argued the case on quantum of damages.)
Provisions and Other Sources:
Henry v. Bell Mobility, 2014 FC 555 (available on CanLII): A 2014 civil case against Bell arising from breach of PIPEDA. Bell did not dispute the breach, but argued the case on quantum of damages.
Regarding the Bill C-30 Statement and Working Group:
“Few service providers want to talk on the record about [Bill C-30], but BCE Inc.’s Bell Canada issued this statement:
“While we’ll obviously have to study the proposed legislation, our primary concern in this area has always been the capacity of industry to implement any new requirements and who bears the cost. Bell has a long history of working effectively with law enforcement agencies as required under existing legislation. However, it is important that there be a clear justification for any changes to the lawful access framework and that the privacy rights of all Canadians are taken into consideration.” One area of concern for wireless carriers was additional information outlined in the earlier version of the law that only cellphone companies would have had to hand over to police, said Keith McIntosh, senior director of policy and regulatory affairs for the Canadian Wireless Telecommunications Association (CWTA), which represents most of the wireless carriers in the country.”
– Howard Solomon, “Government unveils new lawful access legislation” IT World Canada (14 February 2012), online: IT World Canada <http://www.itworldcanada.com>[3]
“Public Safety Canada has been in close consultation with telecommunication companies over the logistics of Ottawa's so-called Internet "snoop and spy" legislation – talks that dealt with who will shoulder the costs of pricey "intercept capabilities," and whether it will even be feasible to monitor user behaviour in an increasingly complex "cloud-computing" environment.
The reams of e-mails, meeting and teleconference agendas, obtained by The Globe and Mail through an access to information request, indicate the talks extended more than a year prior to the government tabling its online surveillance bill in February.
Internet providers noted that any costs incurred by extra surveillance infrastructure and the resources to staff it 24/7 – a figure that for some private firms may run into the millions – would likely be passed down to their Canadian customers.”
– Anna Mehler Paperny, “Telcos in talks with Ottawa to shape Internet 'spy' bill: documents” The Globe and Mail (29 June 2012), online: The Globe and Mail http://www.theglobeandmail.com[4]
“[I]n the months leading up to the introduction of Bill C-30, Canadian telecom companies formed a secret working group designed to create an open channel for talks between telecom providers and government. Rather than focusing on customer privacy, those meetings included discussions on developing a compensation formula for the costs associated with disclosing subscriber information.”
– Michael Geist, “Shelving Bill C-30 Didn't Save Your Privacy” TheTyee.ca (26 February 2013), online: TheTyee.ca <http://thetyee.ca>[5]
“…In the months leading up to the introduction Bill C-30, Canada’s telecom companies worked actively with government officials to identify key issues and to develop a secret industry-government collaborative forum on lawful access.
The working group includes virtually all the major telecom and cable companies, whose representatives have signed nondisclosure agreements and been granted secret-level security clearance. The group is led by Bell Canada on the industry side and Public Safety for the government.…
The secret working group is designed to create an open channel for discussion between telecom providers and government. As the uproar over Bill C-30 was generating front- page news across the country, Bell reached out to government to indicate that “it was working its way through C-30 with great interest” and expressed desire for a meeting to discuss disclosure of subscriber information. A few weeks later, it sent another request seeking details on equipment obligations to assist in its costing exercises.
Months before the January 2012 meeting, officials worked with the telecom companies to identify many concerns and provide guidance on the government’s intent on Internet surveillance regulations, information that has never been publicly released.…
The close co-operation between the government and telecom providers has created a two-tier approach to Internet surveillance policy, granting privileged access and information for telecom providers. Meanwhile, privacy and civil society groups, opposition MPs and millions of interested Canadians are kept in the dark about the full extent of the government’s plans.”
– Michael Geist, “How Canada’s telecoms quietly backed Internet surveillance bill” The Toronto Star (21 May 2012), online: The Toronto Star http://www.thestar.com[6]
"The close co-operation between the government and telecom providers has created a two-tier approach to Internet surveillance policy, granting privileged access and information for telecom providers. Meanwhile, privacy and civil society groups, opposition MPs and millions of interested Canadians are kept in the dark about the full extent of the government’s plans."
– Michael Geist, “How Canada’s telecoms quietly backed Internet surveillance bill” The Toronto Star (21 May 2012), online: <http://www.thestar.com>
“Most shocking of all Bell Canada appears to have started making plans to adhere to Bill C-30 (http://stopspying.ca) provisions that would mandate access to the private data of law-abiding Canadians without a warrant while the bill was only just being tabled in parliament. This also took place while a massive public outcry (http://openmedia.ca/blog/stop-online-spying-hits-100k-canadians-are-insp...) against the costly online spying plan grew across the country.”
– Steve Anderson, “Big Telecom Companies and Government Officials Held Secret Online Spying (C-30) Forum” OpenMedia.ca (22 May 2012), online: OpenMedia.ca <https://openmedia.ca>[7]
Please note: this OpenMedia.ca blog post relies on the Geist “How Canada’s telecoms quietly backed Internet surveillance bill” article in the Toronto Star quoted above.
Regarding Bell’s Relevant Advertising Program:
Note: Bell’s own news release announcing this program (“Bell to deliver online advertising relevant to customers while protecting their data”, 23 October 2013) can be found online at http://www.bce.ca/news-and-media/releases/show/bell-to-deliver-online-advertising-relevant-to-customers-while-protecting-their-data?page=1&month=10&year=2013.
“After receiving several complaints, the federal privacy commissioner’s office is launching an investigation into Bell Canada’s attempt to collect data on users’ TV and web habits and telephone patterns….
The program is designed to deliver “online advertising that’s most relevant to” customers, according to Wade Oosterman, president of Bell Mobility and Residential Services….
“Bell is absolutely committed to our customers’ privacy and we strictly adhered to Canadian privacy laws in developing our initiative,” Oosterman said. “Bell would never identify individual users or release customer-specific data to advertisers or any other third party.”…
Once the investigation is completed, the privacy commissioner’s office may choose to publish its findings if they meet the public interest criterion provided in [PIPEDA]….
Bell’s opt-out policy is drawing concern. Customers can opt out of having their data used for personalized advertising and marketing reports, but critics suggest people should be asked to opt in, rather than offered a chance opt out.
Philippe Viel of the Montreal-based consumer protection group Union des consommateurs said that the only option is to not receive the relevant ads; Bell will still collect that data.”
– Curtis Rush, “Privacy commissioner launches probe into Bell's new data collection” The Toronto Star (23 October 2013), online: The Toronto Star <http://www.thestar.com>[8]
“Bell Canada’s recently announced plan to collect and analyze data from millions of customers is prompting public complaints, warnings from privacy advocates and has caught the attention of both the federal privacy commissioner and the CRTC….
Bell, which boasts close to eight million wireless subscribers, has said that on Nov. 16 it will begin compiling and analyzing GPS location information, which websites customers visit, the apps they use, what they search for online, the TV programs they watch, and their “calling patterns.”…
Bell has said that information collected under the program will be “audience-based” and that individual customer information won't be released to advertisers….
“We’re looking to make online advertising that mobile customers already see more relevant to them. No customer is required to participate – you can opt out at any time,” a company spokesman said in an emailed response [to a CBC inquiry].
“Like any wireless carrier, Bell tracks customer usage information for practical purposes – network optimization and expansion, new services, billing purposes, and other business reasons,” the statement said. “But we never share this information externally. We’re committed to protecting customer privacy, and this initiative is fully compliant with Canadian privacy regulations.””
– Ian Munroe, “Bell data collection part of ‘disturbing trend’”, CBC News (30 October 2013), online: CBC <http://www.cbc.ca>[9]
“The Public Interest Advocacy Centre (PIAC) and the Consumers’ Association of Canada (CAC) today filed an application challenging Bell Canada’s collection, use and disclosure of customer information gathered from its own wireless customers for behavioural and other marketing.
The application, which was filed with the Canadian Radio-television and Telecommunication Commission (CRTC), argues that Bell’s unprecedented collection, use and disclosure of customer information for marketing is contrary to Canadian telecommunications policy – rules intended to protect Canadians’ privacy.
“Bell is trying to ‘double-dip’ by taking your subscription fees and then selling information based on your use of the services you just paid for”, said Bruce Cran, President of CAC. “It’s inappropriate – and asking that Canadians “opt-out” of this program they never asked for is wrong.” [said John Lawford, PIAC’s Executive Director and General Counsel.]”
– “CRTC asked to stop Bell Mobility’s “Relevant Ads” Program”, Public Interest Advocacy Centre (undated), online: Public Interest Advocacy Centre <http://www.piac.ca>.[10]
“[BCE] said it is simply using information it already collects to improve its customers’ experience and will not target individual users but serve ads across “broad audience segments.”
“We followed every guideline that they have,” Wade Oosterman, president of Bell Mobility and residential services, said in an interview in October. “I believe we’re completely on side with any guideline that they’ve published ever and we’re actually doing something that consumers generally are in favour of and want.””
– Christine Dobby, “Public interest groups file CRTC complaint over BCE’s customer tracking policy”, The Financial Post (27 January 2014), online: The Financial Post <http://www.financialpost.com>.[11]
“Bell says in CRTC filings that it tracks browsing activity on mobile devices and filters the traffic into "categories" - allowing it to later show related ads to users that fit those categories.
But the company insists the program does not pass along confidential personal information about its users to advertisers, noting "the advertiser receives only high-level statistics on the number of times their ad was served to the group that fits the characteristics they selected."…
Bell said in a submission published Thursday that it used to continue to categorize browsing activity even after users opted out, the rationale being if they opted back in, the company would have "an accurate reflection of an individual's interests."
Now, it says, it has "changed its opt-out process so that an opt-out will terminate all use of personal information for the RAP [relevant ads program] and the deletion of any browsing, interest and category information from existing profiles."
Bell said the change was made retroactive to cover anyone who had opted out since the beginning of the program.”
– Christine Dobby, “Bell agrees to stop tracking data from users who opt out”, Globe Advisor (18 February 2015), online: Globe Advisor <https://secure.globeadvisor.com>.[12]
Google searches used in seeking public evidence of a pro-privacy position (The most recent search date is given next to each search term. Material up to 5 years old was reviewed.)
“Bell privacy” (December 24, 2014).
Bell privacy (February 24, 2015).
Bell transparency (February 24, 2015).
Bell “personal information” (February 24, 2015).
Bell “customer information” (February 24, 2015).
Bell “subscriber information” (February 24, 2015).
Bell disclosure (February 24, 2015).
Bell “lawful access” (February 24, 2015).
Bell “warrant” (February 24, 2015).
Bell “legal authority” (February 24, 2015).
Bell “Bill C-13” (February 24, 2015).
Searches used in seeking case law where Bell defended user privacy rights in Canadian courts (The most recent search date is given next to each search term. Material up to 5 years old was reviewed.)
Westlaw Canada: “Bell privacy” (December 24 2014).
Quicklaw: “Bell privacy” (January 23, 2015).
CanLii: “Bell privacy” (January 23, 2015).
Note: “Privacy” was added as a search term because of the high volume of results produced by searching “Bell” alone.
Appendix A: Bell Privacy Policy Principle 7
“Principle 7 - Security Safeguards
The Bell companies shall protect personal information by security safeguards appropriate to the sensitivity of the information.7.1 The Bell companies shall protect personal information against such risks as loss or theft, unauthorized access, disclosure, copying, use, modification or destruction, through appropriate security measures. The Bell companies shall protect the information regardless of the format in which it is held.
7.2 The Bell companies shall protect personal information disclosed to third parties by contractual agreements stipulating the confidentiality of the information, the purposes for which it is to be used, limits on the number of persons whose job function requires access to the information, and the physical and procedural security measures required to safeguard that information.
7.3 All employees of the Bell companies with access to personal information shall be required as a condition of employment to respect the confidentiality of personal information.”
Accessed Jan 3 2015. This Principle is referenced by the provisions relevant to Criterion #7 (Transparency about where personal information is stored and/or processed) but does not in fact provide relevant information.
Appendix B: Sources
Bell Privacy Policy
- Applies to: “the various Bell companies offering communications services including wireless, high-speed internet, satellite and IP television, local and long distance wireline services as well as radio, television and digital media services, and our various retail locations (and any successor company or companies of the above, as a result of corporate reorganization or restructuring). The Bell Privacy Policy also applies to the Ontario and Québec operations of Bell Aliant.” (per “Scope and application”).
- The Bell Privacy Policy itself does not provide a list of “Bell companies”. However, the Bell Mobility Terms of Service includes a “Bell Commitment to Privacy” which states that “The Bell Privacy Policy applies to the Bell companies offering wireless, Internet, satellite and IP television, TV, local and long distance wireline services as well as radio, television and digital media services and our various retail locations. The Bell companies include Bell Canada, Bell Mobility Inc., the Ontario and Quebec operations of Bell Aliant Regional Communications L.P. , Bell ExpressVu L.P., Virgin Mobile, Solo Mobile, The Source (Bell) Electronics Inc. and Bell Media Inc.” (per “Who and what does the Bell Privacy Policy apply to?”, emphasis added).
- “The Bell Privacy Policy does not apply to customers that are not individuals, such as corporate customers; however, information collected from such customers is protected by other Bell policies and practices and by applicable contractual terms.” (per “Scope and application”).
- The dates on which the provisions relied on were accessed are reproduced alongside each provision.
“How does Bell respect my privacy?”
- This document does not specify its application. However, it states that “The Bell Privacy Policy applies to the Bell companies offering communications services including wireless, Internet, satellite and IP television, TV, local and long distance wireline services as well as radio, television and digital media services and our various retail locations. It also applies to the Ontario and Québec operations of Bell Aliant.” It is thus implied though not stated that “How does Bell respect my privacy?” applies to the same entities, and has the same limitation with regard to corporate customers, as the Bell Privacy Policy.
- The dates on which the provisions relied on were accessed are reproduced alongside each provision.
News releases on the BCE Inc. website back to 2009: http://www.bce.ca/news-and-media/releases
- Last consulted February 24, 2015.
News articles and one relevant court case (see Criterion #10 [Open advocacy for user privacy rights]).
[1] Andrew Clement & Jonathan A. Obar, “Keeping Internet Users in the Know or in the Dark: Data Privacy Transparency of Canadian Internet Service Providers” (27 March 2014), online: IXmaps & New Transparency Projects <http://ixmaps.ca/>. The report is available online at <http://ixmaps.ca/transparency/img/DataPrivacyTransparencyofCanadianISPs.....
[2] http://www.theglobeandmail.com/report-on-business/telus-joins-transparen...
[3] http://www.itworldcanada.com/article/government-unveils-new-lawful-acces...
[4] http://www.theglobeandmail.com/technology/tech-news/telcos-in-talks-with...
[5] http://thetyee.ca/Mediacheck/2013/02/26/Shelving-Bill-Did-Not-Save-Privacy/
[6] http://www.thestar.com/business/2012/05/21/how_canadas_telecoms_quietly_...
[7] https://openmedia.ca/blog/big-telecom-companies-and-government-officials...
[8] http://www.thestar.com/business/tech_news/2013/10/23/privacy_commissione...
[9] http://www.cbc.ca/news/technology/bell-data-collection-part-of-disturbin...
[10] http://www.piac.ca/our-specialities/crtc-asked-to-stop-bell-mobilitys-re...
[11] http://business.financialpost.com/2014/01/27/public-interest-groups-file...
[12] https://secure.globeadvisor.com/servlet/ArticleNews/story/gam/20150218/R...
The 3+3 Project: Fido
This is the Fido report for The 3+3 Project: Evaluating Canada’s Wireless Carriers’ Data Privacy Transparency. The 10 criteria used to evaluate carriers and the scoring rubric used for each are included in the chart below. A carrier could earn a full star, half star, or no star on each criterion. The criteria and rubric (with minor alterations as noted) are reproduced from the criteria document prepared by the IXmaps research project for the annual Keeping Internet Users In the Know or In the Dark: Data Privacy Transparency of Canadian Internet Service Providers, by Andrew Clement (Professor, Faculty of Information, University of Toronto) and Jonathan A. Obar (Assistant Professor, Faculty of Social Science and Humanities, University of Ontario Institute of Technology). The Keeping Internet Users In the Know of In the Dark report is available here. For a fuller explanation of the criteria and the rubric used for each, please consult the full criteria document.
These criteria were originally developed by the IXmaps research project for their 2013 Keeping Internet Users in the Know or in the Dark report.[1] The Centre for Innovation Law and Policy (CILP) assisted with updating them for the 2014-2015 project, including developing the scoring rubric. Where we are aware of any difference in how we have applied these criteria compared to how IXmaps applies these criteria, this is indicated in the chart. For more information about IXmaps, as well as other significant projects engaging with data privacy, please see the project overview.
This report frequently makes reference to PIPEDA, the Personal Information Protection and Electronic Documents Act. This is Canadian legislation dealing with the treatment of personal information by companies while carrying on commercial activities. For more on PIPEDA, please see the project overview.
Notes:
- The Fido Terms and Conditions were consulted (as of January 23, 2015) but did not count towards Fido’s final score. Part of the evaluation was related to transparency about privacy practices. Therefore, carriers only received credit for information in their privacy materials, on the theory that this was where privacy-minded users would look for privacy-related information. Where including the Fido Terms and Conditions would have made a difference to Fido’s score, this has been noted. The Fido Terms and Conditions apply to Fido Solutions.
- Fido is a subsidiary of Rogers Wireless Inc.
- It is thus possible that some of Rogers’ privacy materials apply to Fido. However, Rogers does not explicitly indicate this.
- More importantly, although Fido notes on its general “About Us” web page (https://www.fido.ca/web/content/aboutus, last consulted February 26, 2015) that it is a subsidiary of Rogers Wireless Inc., and states in the Fido Privacy Policy and the Fido Terms and Conditions that it is “operated by Rogers Communications Partnership”, Fido does not explicitly indicate in its privacy materials (or the Fido Terms and Conditions) that Fido users should consult Rogers’ materials.
- Part of the evaluation was how transparent a carrier’s privacy practices are to its users. Therefore, Fido received no credit for provisions and statements in Rogers’ materials, since Fido users would not know to consult Rogers’ materials for information relevant to them (if such materials are indeed relevant to Fido users).
1. A public commitment to PIPEDA compliance
Full Star: The carrier explicitly indicates that it complies with PIPEDA, or similar applicable legislation, and provides substantive details of its privacy obligations, including that it only transfers personal information to third parties that provide an equivalent level of protection.
Half Star: The carrier only vaguely states that it operates according to applicable legislation or doesn’t mention third party PIPEDA-equivalent protection.
No Star: The carrier makes no indication that it complies with PIPEDA or substantially equivalent privacy legislation.
Score: Half Star
Explanation:
- Fido explicitly indicates that it complies with the Personal Information Protection and Electronic Documents Act (PIPEDA), all federal and provincial laws and regulations, and applicable privacy rules established by the Canadian Radio-television and Telecommunications Commission (CRTC).
- Fido indicates that it will transfer information to various third parties in certain circumstances but makes no mention of whether these third parties provide PIPEDA-equivalent protection.
Provisions:
“2. Fido’s privacy practices are in accordance with all federal and provincial laws and regulations. We are compliant with the Personal Information Protection and Electronic Documents Act and where applicable with the privacy rules established by the Canadian Radio-television and Telecommunications Commission.” – Fido Privacy Policy.
“7. Fido shares information with other Fido related companies, including the Rogers companies, in order to offer customers products and services that they may find attractive. Notices on sharing information are contained on Fido’s invoice and on fido.ca. If customers do not want to be marketed with these products and services, they can contact Fido at 1-888-481-3436.” – Fido Privacy Policy.
“Your account information may, from time to time, be disclosed to Fido’s affiliates, including other members of the Rogers Communications Inc. organization and to our agents and dealers in order to service your account, respond to your questions and telemarket (including by way of automatic dialing and announcing devices) and promote additional products and services offered by Fido and the other members of the Rogers organization that may interest you. If you do not wish to receive offers or information from or related to Fido and related Rogers entities, please contact our Customer Service at 1-888-481-3436.” – Fido Terms and Conditions (“Privacy and Confidentiality of Your Information”/Provision #30). (Note that the Fido Terms and Conditions were not formally a part of Fido’s evaluation, and in any event would not have affected Fido’s score on this criterion.)
The Fido Terms and Conditions indicate various circumstances in which personal information may be disclosed to third parties. See Criterion #4 (Transparency about conditions for third party data disclosures) for details. Note that the Fido Terms and Conditions were not formally a part of Fido’s evaluation, and in any event would not have affected its score on this criterion.
2. A public commitment to inform users of all third party data requests
Full Star: The carrier clearly indicates that it will notify a user when it has received a third party request for the user’s information, unless explicitly prohibited from doing so by law.
Half Star: A carrier does not indicate that it will notify users when it receives requests, however it indicates that users may send an inquiry in order to acquire such information.**Note: This criterion was applied generously: carriers who indicated users could learn about disclosures of their information were scored a half star.
No Star: The carrier makes no mention of how users may learn of third party requests for their personal information.
Score: Half Star
Explanation:
- Fido does not indicate that it notifies users when it receives third party data requests, however it indicates that users may send an inquiry to acquire such information.
Provisions:
“5. Fido informs customers of the existence, use and disclosure of their personal information upon request and gives them access to their information.” – Fido Privacy Policy.
3. Transparency about frequency of third party requests and disclosures
Full Star: The carrier has published, in an annual or semi-annual report or in some other form, statistics regarding:
- The number of requests from third parties, broken down by government (law enforcement, etc.), commercial and non-commercial entities.
- How many requests it complied with.
- How many accounts the requests applied to.
- How many disclosures of information there were.
Half Star: The carrier has published SOME information but leaves many important statistics out.
No Star: The carrier has published no information relating to these types of statistics.
Note: This criterion was edited for ease of use and clarity in presentation here. In highlighting the absence of specific important statistics, we may have applied this criterion more strictly than IXmaps. However, we are not aware of any divergence with IXmaps as to the final score awarded to any carrier.
Score: No Star
Explanation:
- Fido has published no information about third party data requests and disclosures.
- While Fido’s parent company, Rogers, has released a 2013 Transparency Report, neither Fido nor Rogers indicates whether Fido statistics are included in this report. (For Fido to receive credit for Rogers’ report, Fido statistics would have had to be clearly included in Rogers’ report, and Fido would have had to clearly indicate this in its own privacy materials. Neither was true here.)
Provisions: None
4. Transparency about conditions for third party data disclosures
Full Star:
(1) The carrier explicitly states the circumstances under which personal information will be disclosed to third parties.
(2) It must make clear what standard must be met by the third party in order for this disclosure to be made (e.g. whether a warrant is required).
(3) It must be clear whether or not a subscriber/user will be notified in the case that his or her information is disclosed to a third party and especially the specific conditions under which such information will be disclosed without consent.
Half Star: The carrier refers to some but not all of (1), (2) and (3) or is vague about them.*
*Note: In order to achieve consistency, this criterion was applied generously: carriers that had some discussion of when disclosure of user information could occur received a half star. A carrier would have had to fail entirely to discuss disclosure to receive no star, which none did. This criterion is likely to be revised and simplified in future years to improve consistent application and permit more meaningful distinctions between carriers.
No Star: The carrier fails to indicate any of (1), (2), or (3).
Note: Our evaluation of this criterion looked at discussion of disclosure to any third party, including sharing with affiliated companies, while IXmaps focused on disclosure when compelled by law. However, both approaches yielded the same score on this criterion.
Score: Half Star
Explanation:
- The Fido Privacy Policy states Fido will not disclose information except: for the purposes for which it was collected, with user consent, or “as required by law”. It does not go into any detail regarding what “as required by law” means.
- Fido is unclear as to what standards various third parties must meet in order for disclosure to be made.
- Fido does not state whether users will be alerted to disclosures of their information.
- The Fido Terms and Conditions lists the specific situations, other than disclosure being “required pursuant to a legal power”, in which user information will be disclosed without user consent. However, the Fido Terms and Conditions were not formally a part of Fido’s evaluation (and in any event would not have affected Fido’s score on this criterion).
Provisions:
“3. At Fido, we collect customer information for one or more of the following purposes:
- To provide a positive customer experience, and deliver, bill for, and collect payment for products and services;
- To understand customer requirements and make information available regarding products and services offered by Fido directly or through its network of distributors, and its related companies, including the Rogers group of companies;
- To manage and develop Fido’s business and operations;
- To meet legal and regulatory requirements; and
- To obtain credit information or provide it to others.
4. Fido does not use or disclose personal information for purposes other than those for which it was collected, except with the consent of the individual or as required by law. Fido retains personal information only as long as necessary for the fulfillment of those purposes.” – Fido Privacy Policy.
“7. Fido shares information with other Fido related companies, including the Rogers companies, in order to offer customers products and services that they may find attractive. Notices on sharing information are contained on Fido’s invoice and on fido.ca. If customers do not want to be marketed with these products and services, they can contact Fido at 1-888-481-3436.” – Fido Privacy Policy.
“Your account information may, from time to time, be disclosed to Fido’s affiliates, including other members of the Rogers Communications Inc. organization and to our agents and dealers in order to service your account, respond to your questions and telemarket (including by way of automatic dialing and announcing devices) and promote additional products and services offered by Fido and the other members of the Rogers organization that may interest you. If you do not wish to receive offers or information from or related to Fido and related Rogers entities, please contact our Customer Service at 1-888-481-3436.” – Fido Terms and Conditions (“Privacy and Confidentiality of Your Information”/Provision #30). (Note that the Fido Terms and Conditions were not formally a part of Fido’s evaluation, and in any event would not have affected Fido’s score on this criterion.)
The Fido Terms and Conditions contain provisions pertaining to whom and in what circumstances personal information will be disclosed without a user’s consent. As the full provisions are long, the exact text is in Appendix A at the end of this document. However, to paraphrase, Fido will only disclose personal information without consent:
- Where “disclosure is required pursuant to a legal power”
- To the user
- To someone they reasonably believe is the user’s agent
- To another telephone company, for the purpose of providing a user with services
- To a company supplying the user “with telephone or telephone directory-related services”
- To collection agencies or agents who “perform other administrative functions for” Fido
- To credit agencies, to check creditworthiness
- To law enforcement, where Fido reasonably believes the user has “knowingly supplied [Fido] with false or misleading information or are otherwise involved in unlawful activities”
- To public authorities where there is “imminent danger to life or property”
– Fido Terms and Conditions (“Privacy and Confidentiality of Your Information”/Provision #30). (Note that the Fido Terms and Conditions were not formally a part of Fido’s evaluation, and in any event would not have affected Fido’s score on this criterion.)
5. An explicitly inclusive definition of ‘personal information’
Full Star: The carrier explicitly states all forms of data that fall under ‘personal information’. This should include subscribers/users’ IP addresses, IMSI/IMEI numbers, or MAC addresses, as well as their userIDs, meta-data (e.g. who subscriber communicated with, when and where this communication occurred), browser history (pages accessed, date of access, location when accessed), personal account information, credit card information etc.
Half Star: The carrier only implicitly states forms of data included in a definition of ‘personal information’, and/or provides a definition which (a) incorporates a closed list of what constitutes personal information that (b) excludes one or more of IP addresses, IMSI/IMSEI numbers, MAC addresses, userIDs, meta-data, browser history, personal account information, or credit card information.
No Star: The carrier gives no definition of ‘personal information’.
Note: IP addresses, IMSI/IMEI numbers and MAC addresses are all used to identify individual devices connected to the Internet. This information could be used to identify individuals and track their locations. For more information, click here.
Score: Half Star
Explanation:
- Fido gives no definition of “personal information”.
Provisions: None
6. The normal retention periods for personal information
Full Star: The carrier discloses how long personal information is routinely retained for, specifying retention time periods for each data type.
Half Star: The carrier only states the retention period for limited types of information. For example, a company may state that it retains consumers’ browsing history for 2 weeks, but provides no information on call log retention.
No Star: The carrier either provides no information on data retention periods OR provides a statement so vague as to not inform the consumer beyond what PIPEDA requires. For instance, “[Our company] shall retain personal information only as long as necessary for the fulfillment of the purposes for which it was collected.” (Example wording is from Bell’s privacy policy.)
Score: No Star
Explanation:
- Fido provides a statement so vague as to not inform the consumer beyond what PIPEDA requires. It merely restates PIPEDA’s Principle 5 - Limiting Use, Disclosure, and Retention.
Provisions:
“4. Fido does not use or disclose personal information for purposes other than those for which it was collected, except with the consent of the individual or as required by law. Fido retains personal information only as long as necessary for the fulfilment of those purposes.” – Fido Privacy Policy.
7. Transparency about where personal information is stored and/or processed
Full Star: The carrier clearly indicates the storage and/or processing locations of user’s data and whether data storage and/or processing has been outsourced to a foreign company. This should include whether data may be stored in, or otherwise subject to other jurisdictions, what those jurisdictions are, and what sort of disclosure such data may be subject to.
Half Star: The carrier only indicates that there is a possibility that data may be stored and/or processed subject to a foreign jurisdiction. No jurisdiction is noted or details are not provided.
No Star: The carrier fails to clearly indicate whether or not data may be stored and/or processed such that it may be subject to a foreign jurisdiction.
Score: No Star
Explanation:
- Fido’s only reference to where personal information is stored and/or processed is found in the Fido Terms and Conditions. As the Fido Terms and Conditions were not formally a part of Fido’s evaluation, it cannot receive credit for this reference.
- Had this provision been counted, Fido would have earned a half star: it only indicates that there is a possibility that personal information may be stored or processed in a foreign jurisdiction. Jurisdiction details and types of disclosure personal information may be subject to are not provided.
Provisions: None in privacy materials
“Personal information collected in connection with the provision of the Services may be stored and processed in or outside Canada and may be subject to the laws of other jurisdictions.” – Fido Terms and Conditions (“Privacy and Confidentiality of Your Information”/Provision #30).
8. Transparency about where personal information is routed
Full Star: The carrier clearly indicates whether Canadians’ personal domestic communication data might be routed through the United States or otherwise subject to foreign jurisdiction while in transit. It clearly indicates the geographical locations where domestic communication is routed and what jurisdictions it is subject to. Similarly, it indicates whether or not communications with third countries is subject to U.S. jurisdiction.
Half Star: The carrier is vague about the geographical locations or jurisdictional exposure of personal data routing.
No Star: The carrier gives no indication of the geographical locations or jurisdictions where personal data is routed.
Score: No Star
Explanation:
- Fido gives no indication as to the geographical locations or jurisdictions through which personal data is routed.
Provisions: None
9. Domestic Canadian routing when possible
Full Star: The carrier clearly states on its privacy pages a policy of domestic Canadian routing when possible, and indicates the concrete measures it takes to achieve this goal. A carrier that verifiably peers openly at all the Canadian IXPs in its service region(s) will also receive a full star. Only Canadian carriers are eligible for a full star, as foreign carriers by definition subject the data they carry to non-Canadian jurisdictions.
Half Star: The carrier is vague about its policies for ensuring Canadian routing of domestic traffic and the measures it takes to ensure this. In the absence of a clear policy statement, a carrier (whether Canadian or foreign) that peers openly at some but not all Canadian public IXPs in its operating regions will earn a half star.
No Star: The carrier gives no indication of any policy or concrete measures to promote domestic routing when possible, nor does it peer openly at any Canadian public IXPs.
Score: No Star
Explanation:
- Fido gives no indication that it promotes domestic routing where possible.
- Fido does not peer at any Canadian public IXPs as of January 26, 2015. The IXPs reviewed were:
- Manitoba Internet Exchange: http://www.mbix.ca/
- Échange Internet de Montréal: http://www.qix.ca/en/
- Toronto Internet Exchange: http://www.torix.ca/
- Ottawa Internet Exchange: http://www.ottix.net/
- Halifax Internet Exchange: http://hfxix.ca/
- Calgary Internet Exchange: http://yycix.ca/
- Fido is a subsidiary of Rogers. If Rogers had been peering openly at Canadian IXPs during the research period, we might have asked whether that meant Fido’s traffic was being routed domestically as well. However, since Rogers earned no star on this issue, the question of whether Fido should get credit for actions by Rogers has been left for the future.
Provisions: None
For an explanation of IXPs and open and conditional peering, see the project overview.
10. Open advocacy for user privacy rights
Full Star: The carrier makes clear reference on its privacy pages to its support for user privacy rights via at least one of the following:
- Involvement in public debates over mass state surveillance;
- Involvement in privacy or surveillance related legislative initiatives (e.g. the current Bill C-13 on lawful access);
- Defending user privacy rights in court; or
- Ties to advocacy organizations or initiatives promoting user privacy rights.
Half Star: The carrier has defended user privacy rights politically, in court or legislatively, but there is no reference to this in its privacy pages.
No Star: There is no readily available public evidence that the carrier has taken a positive pro-privacy position in any of the above areas.
Note: While this criterion was edited for ease of use and clarity in presentation here, we are not aware of any divergence with IXmaps with regard to application.
Score: No Star
Explanation:
- No indication of Fido publicly supporting user privacy rights was found.
- A search of legal databases for Canadian cases involving Fido did not turn up any case law where Fido defended user privacy rights in court.
- Fido is a subsidiary of Rogers. Rogers has publicly supported user privacy rights, including via a current Canadian court case (see the Rogers report for details). However, Fido did not make any reference to Rogers’ actions in its privacy materials, nor was it obviously involved in Rogers’ privacy-related litigation. Therefore, it cannot receive any credit for Rogers’ actions.
Google searches used in seeking public evidence of a pro-privacy position (The most recent search date is given next to each search term. Material up to 5 years old was reviewed.)
Fido privacy (January 18, 2015).
Fido privacy [but not]“fido alliance” (January 23, 2015).[2]
Fido transparency (January 23, 2015).
Fido personal information (January 18, 2015).
Fido “personal information” (January 23, 2015).
Fido “customer information” (January 23, 2015).
Fido “subscriber information” (January 23, 2015).
Fido disclosure (January 23, 2015).
Fido “lawful access” (January 23, 2015).
Fido “warrant” (January 23, 2015).
Fido “legal authority” (January 23, 2015).
Fido “Bill C-13” (January 23, 2015).
Fido “privacy” (January 23, 2015).
Fido privacy advocacy (January 18, 2015).
Fido “privacy advocacy” (January 23, 2015).
Fido user privacy (January 18, 2015).
Fido “user privacy” (January 23, 2015).
Fido customer privacy (January 18, 2015).
Fido “customer privacy” (January 23, 2015).
Fido privacy complaints (January 18, 2015).
Fido “privacy complaints” (January 23, 2015).
Fido privacy issue (January 18, 2015).
Fido “privacy issue” (January 23, 2015).
Searches used in seeking case law where Fido defended user privacy rights in Canadian courts (The most recent search date is given next to each search term. Material up to 5 years old was reviewed.)
Westlaw Canada:
• “Fido Solutions” back to 01/01/2010 (January 23, 2015).
Quicklaw:
• fido solutions in Case Name, limited to previous 5 years (January 23, 2015).
• “fido solutions” & intervener limited to previous 5 years (January 23, 2015).
CanLii:
• “Fido Solutions” (January 23, 2015).
Appendix A: Provisions related to Transparency about conditions for third party data disclosures(Criterion #4)
“Unless you provide express consent, or disclosure is required pursuant to a legal power, all information regarding you kept by us, other than your name, address and listed telephone number, is confidential and may not be disclosed by us to anyone other than:
- you;
- a person who, in our reasonable judgment, is seeking the information as your agent;
- another telephone company, provided the information is required for the efficient and cost-effective provision of telephone service and disclosure is made on a confidential basis, with the information to be used only for that purpose;
- a company involved in supplying you with telephone or telephone-directory-related services, provided the information is required for that purpose and disclosure is made on a confidential basis, with the information to be used only for that purpose;
- an agent retained by us in the collection of your account or to perform other administrative functions for us, provided the information is required for and used only for that purpose;
- an agent retained by us to evaluate your creditworthiness, provided the information is required for and is to be used only for that purpose;
- a law enforcement agency whenever we have reasonable grounds to believe that you have knowingly supplied us with false or misleading information or are otherwise involved in unlawful activities; or
- a public authority or agent of a public authority if, in our reasonable judgment, it appears that there is imminent danger to life or property which could be avoided or minimized by disclosure of the information.”
Express consent to disclosure may be obtained as follows:
- by written consent;
- by oral confirmation verified by an independent third party;
- by electronic confirmation through the use of a toll-free number;
- by electronic confirmation via the Internet;
- by oral consent, where an audio recording of the consent is retained by us; or
- by consent through other methods, as long as an objective documented record of your consent is created by you or by an independent third party.”
– Fido Terms and Conditions (“Privacy and Confidentiality of Your Information”/Provision #30). (Note that the Fido Terms and Conditions and this provision were not formally a part of Fido’s evaluation.)
Appendix B: Sources
Fido Privacy Policy
- Applies to: Fido Solutions (per its first provision).
- Last consulted January 23, 2015.
News Releases on Fido website back to April 12, 2012 (earliest date available on the Fido website): https://www.fido.ca/web/content/media/news_releases
- Last consulted January 18, 2015.
[1]Andrew Clement & Jonathan A. Obar, “Keeping Internet Users in the Know or in the Dark: Data Privacy Transparency of Canadian Internet Service Providers” (27 March 2014), online: IXmaps & New Transparency Projects <http://ixmaps.ca/>. The report is available online at <http://ixmaps.ca/transparency/img/DataPrivacyTransparencyofCanadianISPs.....
[2]“FIDO Alliance” is an unrelated organization.
This is the Koodo report for The 3+3 Project: Evaluating Canada’s Wireless Carriers’ Data Privacy Transparency. The 10 criteria used to evaluate carriers and the scoring rubric used for each are included in the chart below. A carrier could earn a full star, half star, or no star on each criterion. The criteria and rubric (with minor alterations as noted) are reproduced from the criteria document prepared by the IXmaps research project for the annual Keeping Internet Users In the Know or In the Dark: Data Privacy Transparency of Canadian Internet Service Providers, by Andrew Clement (Professor, Faculty of Information, University of Toronto) and Jonathan A. Obar (Assistant Professor, Faculty of Social Science and Humanities, University of Ontario Institute of Technology). The Keeping Internet Users In the Know of In the Dark report is available here. For a fuller explanation of the criteria and the rubric used for each, please consult the full criteria document.
These criteria were originally developed by the IXmaps research project for their 2013 Keeping Internet Users in the Know or in the Dark report.[1] The Centre for Innovation Law and Policy (CILP) assisted with updating them for the 2014-2015 project, including developing the scoring rubric. Where we are aware of any difference in how we have applied these criteria compared to how IXmaps applies these criteria, this is indicated in the chart. For more information about IXmaps, as well as other significant projects engaging with data privacy, please see the project overview.
This report frequently makes reference to PIPEDA, the Personal Information Protection and Electronic Documents Act. This is Canadian legislation dealing with the treatment of personal information by companies while carrying on commercial activities. For more on PIPEDA, please see the project overview.
Notes:
- The Koodo Service Terms were consulted (as of January 25, 2015) but did not count towards Koodo’s final score. Part of the evaluation was related to transparency about privacy practices. Therefore, carriers only received credit for information in their privacy materials, on the theory that this was where privacy-minded users would look for privacy-related information. Where including the Koodo Service Terms would have made a difference to Koodo’s score this is noted. The Koodo Service Terms apply to “the mobility division of Koodo” (per “What are the Koodo Service Terms?”). The Koodo Service Terms have a specific “For Business Customers” section, suggesting they apply to such customers.
- Koodo is a subsidiary or division of TELUS.
- At several points in its privacy materials, TELUS indicates that many of its privacy policies and practices apply to Koodo (see Appendix B at the end of this document).
- However, Koodo does not explicitly indicate in its privacy materials (or the Koodo Service Terms) that Koodo users should consult TELUS’ materials. (The closest it comes is the bare statement in the Koodo Service Terms that “the mobility division of Koodo” is “a registered business name of TELUS Communications Company” [per “What are the Koodo Service Terms?”]).
- Part of the evaluation was how transparent privacy practices are to a carrier’s users. Therefore, Koodo received no credit for provisions and statements in TELUS materials, since Koodo users would not know to consult TELUS’ materials for information relevant to them.
1. A public commitment to PIPEDA compliance
Full Star: The carrier explicitly indicates that it complies with PIPEDA, or similar applicable legislation, and provides substantive details of its privacy obligations, including that it only transfers personal information to third parties that provide an equivalent level of protection.
Half Star: The carrier only vaguely states that it operates according to applicable legislation or doesn’t mention third party PIPEDA-equivalent protection.
No Star: The carrier makes no indication that it complies with PIPEDA or substantially equivalent privacy legislation.
Score: No Star
Explanation:- Koodo does not make any explicit reference to the Personal Information Protection and Electronic Documents Act (PIPEDA), to similar applicable legislation, or to third party PIPEDA-equivalent protection.
- Koodo does make passing reference to “appropriate safeguards” to protect data. However, this criterion requires a reference to legislation. In addition, the reference to safeguards appears to be a reference to data security alone. PIPEDA goes beyond these considerations.
Provisions:
“Koodo will use appropriate safeguards to protect your personal information, strive to keep it up to date and respond to your requests for access. Personal information collected by Koodo 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 government agencies under applicable law.” – Koodo Privacy Commitment (“How does Koodo protect my privacy?”).
2. A public commitment to inform users of all third party data requests
Full Star: The carrier clearly indicates that it will notify a user when it has received a third party request for the user’s information, unless explicitly prohibited from doing so by law.
Half Star: A carrier does not indicate that it will notify users when it receives requests, however it indicates that users may send an inquiry in order to acquire such information.*
*Note: This criterion was applied generously: carriers who indicated users could learn about disclosures of their information were scored a half star.
No Star: The carrier makes no mention of how users may learn of third party requests for their personal information.
Score: No Star
Explanation:
- Koodo states that it may disclose personal information to third parties, but does not indicate whether it will notify customers of any, let alone all, third party data requests.
- Koodo does not indicate that users can obtain information about requests for their information by sending an inquiry.
Provisions: None
For provisions related to when Koodo may disclose personal information, see Criterion #4 (Transparency about conditions for third party data disclosures).
3. Transparency about frequency of third party requests and disclosures
Full Star: The carrier has published, in an annual or semi-annual report or in some other form, statistics regarding:
- The number of requests from third parties, broken down by government (law enforcement, etc.), commercial and non-commercial entities.
- How many requests it complied with.
- How many accounts the requests applied to.
- How many disclosures of information there were.
Half Star: The carrier has published SOME information but leaves many important statistics out.
No Star: The carrier has published no information relating to these types of statistics.
Note: This criterion was edited for ease of use and clarity in presentation here. In highlighting the absence of specific important statistics, we may have applied this criterion more strictly than IXmaps. However, we are not aware of any divergence with IXmaps as to the final score awarded to any carrier.
Score: No Star
Explanation:
- Koodo has published no information about third party data requests and disclosures.
- While Koodo’s parent company, TELUS, published a 2013 transparency report, neither Koodo nor TELUS indicates whether Koodo statistics are included in this report. (For Koodo to receive credit for TELUS’ report, Koodo statistics would have had to be clearly included in TELUS’ report, and Koodo would have had to clearly indicate this in its own privacy materials. Neither was true here).
Provisions: None
4. Transparency about conditions for third party data disclosures
Full Star:
(1) The carrier explicitly states the circumstances under which personal information will be disclosed to third parties.
(2) It must make clear what standard must be met by the third party in order for this disclosure to be made (e.g. whether a warrant is required).
(3) It must be clear whether or not a subscriber/user will be notified in the case that his or her information is disclosed to a third party and especially the specific conditions under which such information will be disclosed without consent.
Half Star: The carrier refers to some but not all of (1), (2) and (3) or is vague about them.*
*Note: In order to achieve consistency, this criterion was applied generously: carriers that had some discussion of when disclosure of user information could occur received a half star. A carrier would have had to fail entirely to discuss disclosure to receive no star, which none did. This criterion is likely to be revised and simplified in future years to improve consistent application and permit more meaningful distinctions between carriers.
No Star: The carrier fails to indicate any of (1), (2), or (3).
Note: Our evaluation of this criterion looked at discussion of disclosure to any third party, including sharing with affiliated companies, while IXmaps focused on disclosure when compelled by law. However, both approaches yielded the same score on this criterion.
Score: Half Star
Explanation:
- Koodo explicitly states the circumstances in which personal information will be disclosed to third parties without consent. However, a lack of clarity as to whether Koodo provides an exhaustive list of such circumstances should be noted:
- The Koodo Privacy Commitment states: “Koodo will not disclose any personal information without your express consent, other than in the following circumstances…” followed by a list of circumstances. The phrase “other than in the following circumstances” suggests this is a closed list.
- In a later section the Koodo Privacy Commitment states: “Koodo will not collect, use or disclose your personal information for any purpose other than those identified above or in your Customer Service Agreement or our Service Terms, except with your consent”, suggesting the previous list is not a closed list.
- The Koodo Service Terms state: “Unless you provide your express consent or unless disclosure is required under the law, your information [other than your name and address] may not be disclosed by Koodo to anyone, other than…” followed by a list of circumstances. This list is similar to the list in the Koodo Privacy Commitment, but contains at least one additional circumstance. The Koodo Service Terms are not formally part of Koodo’s evaluation, but this discrepancy should be noted.
- Thus, while Koodo appears to provide a significant amount of information about the circumstances when personal information will be disclosed without consent, the lack of clarity about whether various lists of such circumstances are or are not exhaustive undercuts the value of these lists.
- Koodo is unclear as to what standards various third parties must meet in order for disclosure to be made.
- Koodo is unclear as to whether users will be notified when their information is disclosed.
Provisions:
The Koodo Privacy Commitment contains provisions pertaining to whom and in what circumstances personal information will be disclosed without a user’s consent. As the full provision is long, the exact text is in Appendix A below. However, to paraphrase, it indicates Koodo will only disclose personal information without consent to:
- Someone it reasonably believes is the user’s authorized representative or agent
- Another telecommunications company involved in providing telecommunications services, for the purpose of providing a user with services
- Other business units “related to Koodo”
- Phone directories and listing services
- Credit agencies (to check creditworthiness) and collection agencies (to collect money owed to Koodo)
- Public authorities where there is an emergency
- “[A] government agency or other third party, if required to meet legal and regulatory requirements, such as responding to a court order.”
– Koodo Privacy Commitment (“How does Koodo protect my privacy?”).
The Koodo Service Terms have a similar provision, relating to disclosure of information “other than [user] name and address”. In the Koodo Service Terms, however, there is the addition of disclosure to “[a] law enforcement agency if Koodo reasonably believes that you or anyone using your device is engaged in fraudulent or unlawful activities against Koodo.” The absence of this circumstance from the Koodo Privacy Commitment list calls into question whether that list is a truly exhaustive list of circumstances where disclosure can occur without consent. Note that the Koodo Service Terms are not formally included in Koodo’s evaluation, and in any event would not have changed Koodo’s score on this criterion. Still, this discrepancy should be noted. See “Explanation” above for details. The full text of both the Koodo Service Terms and Koodo Privacy Commitment provisions is in Appendix A at the end of this document.
“What Koodo won’t do with my personal information
Koodo will not collect, use or disclose your personal information for any purpose other than those identified above or in your Customer Service Agreement or our Service Terms, except with your consent. For greater clarity, unless you provide express consent Koodo will not:
- share your personal information with or sell it to third-party marketers; or
- use your personal information to enable third-party targeted advertisements.”
– Koodo Privacy Commitment.
5. An explicitly inclusive definition of ‘personal information’
Full Star: The carrier explicitly states all forms of data that fall under ‘personal information’. This should include subscribers/users’ IP addresses, IMSI/IMEI numbers, or MAC addresses, as well as their userIDs, meta-data (e.g. who subscriber communicated with, when and where this communication occurred), browser history (pages accessed, date of access, location when accessed), personal account information, credit card information etc.
Half Star: The carrier only implicitly states forms of data included in a definition of ‘personal information’, and/or provides a definition which (a) incorporates a closed list of what constitutes personal information that (b) excludes one or more of IP addresses, IMSI/IMSEI numbers, MAC addresses, userIDs, meta-data, browser history, personal account information, or credit card information.
No Star: The carrier gives no definition of ‘personal information’.
Note: IP addresses, IMSI/IMEI numbers and MAC addresses are all used to identify individual devices connected to the Internet. This information could be used to identify individuals and track their locations. For more information, click here.
Score: No Star
Explanation:
- Koodo gives no definition of “personal information”.
Provisions: None
6. The normal retention periods for personal information
Full Star: The carrier discloses how long personal information is routinely retained for, specifying retention time periods for each data type.
Half Star: The carrier only states the retention period for limited types of information. For example, a company may state that it retains consumers’ browsing history for 2 weeks, but provides no information on call log retention.
No Star: The carrier either provides no information on data retention periods OR provides a statement so vague as to not inform the consumer beyond what PIPEDA requires. For instance, “[Our company] shall retain personal information only as long as necessary for the fulfillment of the purposes for which it was collected.” (Example wording is from Bell’s privacy policy.)
Score: No Star
Explanation:
- Koodo makes no mention of retention periods.
Provisions: None
7. Transparency about where personal information is stored and/or processed
Full Star: The carrier clearly indicates the storage and/or processing locations of user’s data and whether data storage and/or processing has been outsourced to a foreign company. This should include whether data may be stored in, or otherwise subject to other jurisdictions, what those jurisdictions are, and what sort of disclosure such data may be subject to.
Half Star: The carrier only indicates that there is a possibility that data may be stored and/or processed subject to a foreign jurisdiction. No jurisdiction is noted or details are not provided.
No Star: The carrier fails to clearly indicate whether or not data may be stored and/or processed such that it may be subject to a foreign jurisdiction.
Score: Half Star
Explanation:
- Koodo mentions that personal information may be stored and processed outside Canada and “may be available to government agencies under applicable law”, but without providing any details on specific jurisdictions.
- Note that Koodo does not highlight the fact that information stored and processed outside Canada may be subject to the laws of other jurisdictions.
Provisions:
“Personal information collected by Koodo 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 government agencies under applicable law.” – Koodo Privacy Commitment (“How does Koodo protect my privacy?”).
“You acknowledge that while roaming outside Canada the storage, treatment and transfer of your personal information and data may be subject to regulation different from the regulation in Canada.” – Koodo Service Terms (“Your Privacy: What limitations apply to any claim made against Koodo?”).
(Note that the Koodo Service Terms are not formally included in Koodo’s evaluation, and in any event would not have changed Koodo’s score on this criterion.)
8. Transparency about where personal information is routed
Full Star: The carrier clearly indicates whether Canadians’ personal domestic communication data might be routed through the United States or otherwise subject to foreign jurisdiction while in transit. It clearly indicates the geographical locations where domestic communication is routed and what jurisdictions it is subject to. Similarly, it indicates whether or not communications with third countries is subject to U.S. jurisdiction.
Half Star: The carrier is vague about the geographical locations or jurisdictional exposure of personal data routing.
No Star: The carrier gives no indication of the geographical locations or jurisdictions where personal data is routed.
Score: No Star
Explanation:
- Koodo gives no indication of the geographical locations or jurisdictions through which personal data is routed.
Provisions: None
9. Domestic Canadian routing when possible
Full Star: The carrier clearly states on its privacy pages a policy of domestic Canadian routing when possible, and indicates the concrete measures it takes to achieve this goal. A carrier that verifiably peers openly at all the Canadian IXPs in its service region(s) will also receive a full star. Only Canadian carriers are eligible for a full star, as foreign carriers by definition subject the data they carry to non-Canadian jurisdictions.
Half Star: The carrier is vague about its policies for ensuring Canadian routing of domestic traffic and the measures it takes to ensure this. In the absence of a clear policy statement, a carrier (whether Canadian or foreign) that peers openly at some but not all Canadian public IXPs in its operating regions will earn a half star.
No Star: The carrier gives no indication of any policy or concrete measures to promote domestic routing when possible, nor does it peer openly at any Canadian public IXPs.
Note: Due to minor changes in wording during the evaluation process, we may have applied this criterion more strictly than IXmaps. However, we are not aware of any divergence with IXmaps as to the final score awarded to any carrier.
Score: No Star
Explanation:
- Koodo gives no indication that they promote domestic routing where possible.
- Koodo does not peer openly at any Canadian public IXPs as of January 25, 2015. The IXPs reviewed were:
- Manitoba Internet Exchange: http://www.mbix.ca/
- Échange Internet de Montréal: http://www.qix.ca/en/
- Toronto Internet Exchange: http://www.torix.ca/
- Ottawa Internet Exchange: http://www.ottix.net/
- Halifax Internet Exchange: http://hfxix.ca/
- Calgary Internet Exchange: http://yycix.ca/
- Koodo is a subsidiary of TELUS. If TELUS had been peering openly at Canadian IXPs during the research period, we might have asked whether that meant Koodo’s traffic was being routed domestically as well. However, since TELUS earned no star on this issue, the question of whether Koodo should get credit for actions by TELUS has been left for the future.
Provisions: None
For an explanation of IXPs and open and conditional peering, see the project overview.
10. Open advocacy for user privacy rights
Full Star: The carrier makes clear reference on its privacy pages to its support for user privacy rights via at least one of the following:
- Involvement in public debates over mass state surveillance;
- Involvement in privacy or surveillance related legislative initiatives (e.g. the current Bill C-13 on lawful access);
- Defending user privacy rights in court; or
- Ties to advocacy organizations or initiatives promoting user privacy rights.
Half Star: The carrier has defended user privacy rights politically, in court or legislatively, but there is no reference to this in its privacy pages.
No Star: There is no readily available public evidence that the carrier has taken a positive pro-privacy position in any of the above areas.
Note: While this criterion was edited for ease of use and clarity in presentation here, we are not aware of any divergence with IXmaps with regard to application.
Score: No Star
Explanation:
- No indication of Koodo publicly supporting user privacy rights was found.
- A search of legal databases for Canadian cases involving Koodo did not turn up any case law where Koodo defended user privacy rights in court.
- Koodo is a subsidiary of TELUS. TELUS has publicly supported user privacy rights, in particular via one past and one current Canadian court case (see the TELUS report for details). However, Koodo did not make any reference to TELUS’ actions in its privacy materials, nor was it obviously involved in any TELUS privacy-related litigation. Therefore, it cannot receive any credit for TELUS’ actions.
Google searches used in seeking public evidence of a pro-privacy position (The most recent search date is given next to each search term. Material up to 5 years old was reviewed.)
Koodo “privacy” (January 23, 2015).
Koodo privacy (January 25, 2015).
Koodo transparency (January 25, 2015).
Koodo “Personal information” (January 23, 2015).
Koodo “customer information” (January 25, 2015).
Koodo “subscriber information” (January 25, 2015).
Koodo disclosure (January 25, 2015).|
Koodo “user privacy” (January 23, 2015).
Koodo “Bill C-13” (January 25, 2015).
Koodo “lawful access” (January 25, 2015).
Koodo “Customers’ privacy” (January 23, 2015).
Koodo “personal information” (January 25, 2015).
Koodo “warrant” (January 25, 2015).
Koodo “legal authority” (January 25, 2015).
Searches used in seeking case law where Koodo defended user privacy rights in Canadian courts (The most recent search date is given next to each search term. Material up to 5 years old was reviewed.)Westlaw Canada:
- Koodo back to 01/01/2010 (January 25, 2015).
Quicklaw:
- Koodo in Case Name, limited to previous 5 years (January 25, 2015).
- Koodo & intervener limited to previous 5 years (January 25, 2015).
CanLii:
- Koodo (January 25, 2015).
Appendix A: Provisions related to Transparency about conditions for third party data disclosures (Criterion #4)
“…Koodo will not disclose any personal information without your express consent, other than in the following circumstances, to:
- your representative, or an authorized user under your account, if we are satisfied that the person is authorized to receive the information;
- another telecommunications company, but only if the information is used to establish or to efficiently provide telecommunications service, such as information required for porting services between carriers;
- another business unit related to Koodo – to help us serve you better or provide services from different parts of the TELUS company;
- a directory or listing service company for the purpose of listing your name, address and phone number;
- a third party used by Koodo to evaluate your creditworthiness or collect outstanding balances;
- a public authority or its agent – if Koodo reasonably believes that there is imminent danger to life or property that could be avoided or minimized by disclosure of personal information, such as in response to a 911 call; or
- a government agency or other third party, if required to meet legal and regulatory requirements, such as responding to a court order.”
– Koodo Privacy Commitment (“How does Koodo protect my privacy?”).
Note:
Comparison with other carriers’ materials and with a similar provision in the Koodo Service Terms (below) lead us to believe this Koodo Privacy Commitment provision is intended to say that Koodo will not disclose personal information without consent except to these listed people/entities in these circumstances. It is important, however, to note that this is not what the provision literally says. Due to the comma after “circumstances” in the introductory paragraph before the list, the provision literally says that Koodo will not disclose personal information without consent to these listed people/entities, except in the circumstances listed – which means the provision, as written, does not address when personal information would be disclosed without consent to people/entities not listed here.
In addition, it should be noted that despite this language indicating the list in the Koodo Privacy Commitment is a complete list of when Koodo will disclose information without consent, this may not be the case:
- A later section in the Koodo Privacy Commitment states: “Koodo will not collect, use or disclose your personal information for any purpose other than those identified above or in your Customer Service Agreement or our Service Terms, except with your consent”, suggesting the previous list is not a closed list.
- The Koodo Service Terms state: “your information [other than your name and address] may not be disclosed by Koodo to anyone, other than…” followed by a list of circumstances. This list is similar to the list in the Koodo Privacy Commitment, but contains at least one additional circumstance, also suggesting the Koodo Privacy Commitment list is not a complete list of when disclosure can occur without consent.
“All information that Koodo keeps with respect to you and your service, other than your name and address, is confidential. Unless you provide your express consent or unless disclosure is required under the law, your information may not be disclosed by Koodo to anyone, other than:
- You or a person who, in the reasonable judgement of Koodo, is seeking the information as your agent;
- Another telecommunications company, but only if the information is used to establish or to efficiently provide telecommunications service, if the disclosure is made on a confidential basis, and if the information is used solely for that purpose;
- An affiliate involved in supplying you with telecommunications and/or broadcasting services, provided the information is required for that purpose and disclosure is made on a confidential basis with the information used only for that purpose;
- A directory or listing service company for the purpose of listing your name, address and phone number if you consent and if that company agrees to use the information only for that purpose;
- An agent used by Koodo to evaluate your credit or collect outstanding balances owed to Koodo by you, if the agent requires the information and agrees to use the information only for that purpose;
- A public authority or its agent if Koodo reasonably believes that there is imminent danger to life or property that could be avoided or minimized by disclosure of the information;
- A law enforcement agency if Koodo reasonably believes that you or anyone using your device is engaged in fraudulent or unlawful activities against Koodo.
By “express consent”, we mean:
- Written consent;
- Oral confirmation verified by an independent third party;
- Electronic confirmation through the use of a toll-free number;
- Electronic confirmation via the Internet;
- Oral consent, where an audio recording of the consent is retained by Koodo; or
- Consent through other methods, as long as an objective documented record of your consent is created by you or by an independent third party.”
– Koodo Service Terms (“Your Privacy: What limitations apply to any claim made against Koodo?”). (Note that these Terms and this provision was not formally a part of Koodo’s evaluation.)
Appendix B: TELUS Statements Regarding Applicability of TELUS Policies to Koodo
Note: Part of the evaluation was how transparent privacy practices are to a carrier’s users. Therefore, despite the below provisions, Koodo received no credit for provisions and statements in TELUS privacy materials, since Koodo did not indicate in its privacy materials that Koodo users should consult TELUS’ materials. Koodo users would therefore not know to consult TELUS’ materials for information relevant to them.
“What’s new?
We have updated the language in our Privacy Commitment to make it more clear and simple. We have not changed any of our TELUS privacy practices, expanded the ways that we use or disclose your personal information, or lessened any safeguards. Also, our Privacy Commitment continues to extend across our brands1, as it always has.”
1Including TELUS Mobility, TELUS Quebec, Koodo, Black’s and PC Mobile, but excluding TELUS Health”
– About TELUS’ Privacy Commitment (last consulted January 25, 2015).
“1In this Privacy Commitment, the words “we” 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, Black’s 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.” – TELUS’ Privacy Commitment to You (Endnote 1) (last consulted January 25, 2015).
“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, Black’s and PC Mobile, but not including TELUS Health. “TELUS” does not include independent dealers and distributors of TELUS products and services.” – TELUS Privacy Code (“Definitions”) (last consulted January 25, 2015).
Appendix C: Sources
Koodo Privacy Commitment
- Koodo does not specify who the policy applies to or define who “we” or “Koodo” are. The policy has been assumed to apply to Koodo’s wireless services.
- Last consulted January 25, 2015.
Note: Note: Koodo does not appear to have a news or press release archive on its website. The working group reviewed TELUS’ press release archive on the TELUS website back to 2009: http://about.telus.com/community/english/news_centre/news_releases (Last consulted January 25, 2015). Had relevant Koodo press releases been found in that archive, or had statements clearly related to Koodo and its practices and position on privacy been found in TELUS' releases, this might have affected Koodo's score on criterion #10. However, as no such releases or statements were found, the point did not arise.
[1] Andrew Clement & Jonathan A. Obar, “Keeping Internet Users in the Know or in the Dark: Data Privacy Transparency of Canadian Internet Service Providers” (27 March 2014), online: IXmaps & New Transparency Projects <http://ixmaps.ca/>. The report is available online at <http://ixmaps.ca/transparency/img/DataPrivacyTransparencyofCanadianISPs.....
This is the Rogers report for The 3+3 Project: Evaluating Canada’s Wireless Carriers’ Data Privacy Transparency. The 10 criteria used to evaluate carriers and the scoring rubric used for each are included in the chart below. A carrier could earn a full star, half star, or no star on each criterion. The criteria and rubric (with minor alterations as noted) are reproduced from the criteria document prepared by the IXmaps research project for the annual Keeping Internet Users In the Know or In the Dark: Data Privacy Transparency of Canadian Internet Service Providers, by Andrew Clement (Professor, Faculty of Information, University of Toronto) and Jonathan A. Obar (Assistant Professor, Faculty of Social Science and Humanities, University of Ontario Institute of Technology). The Keeping Internet Users In the Know of In the Dark report is available here. For a fuller explanation of the criteria and the rubric used for each, please consult the full criteria document. These criteria were originally developed by the IXmaps research project for their 2013 Keeping Internet Users in the Know or in the Dark report.[1] The Centre for Innovation Law and Policy (CILP) assisted with updating them for the 2014-2015 project, including developing the scoring rubric. Where we are aware of any difference in how we have applied these criteria compared to how IXmaps applies these criteria, this is indicated in the chart. For more information about IXmaps, as well as other significant projects engaging with data privacy, please see the project overview. This report frequently makes reference to PIPEDA, the Personal Information Protection and Electronic Documents Act. This is Canadian legislation dealing with the treatment of personal information by companies while carrying on commercial activities. For more on PIPEDA, please see the project overview. Notes:
- The Rogers Terms of Service were consulted (as of January 18, 2015) but did not count towards Rogers’ final score. Part of the evaluation was related to transparency about privacy practices. Therefore, carriers only received credit for information in their privacy materials, on the theory that this was where privacy-minded users would look for privacy-related information. Where including the Rogers Terms of Service would have made a difference to Rogers’ score, this is noted. The Rogers Terms of Service apply to any “Rogers entity named in a Service Agreement,” and defines “Service or Services” as including wireless services.
- Fido is a subsidiary of Rogers Wireless Inc.
- It is thus possible that some of Rogers’ privacy materials apply to Fido. However, Rogers does not explicitly indicate this.
- More importantly, although Fido notes on its general “About Us” web page that it is a subsidiary of Rogers Wireless Inc., and states in the Fido Privacy Policy and the Fido Terms and conditions that it is “operated by Rogers Communications Partnership”, Fido does not explicitly indicate in its privacy materials (or the Fido Terms and Conditions) that Fido users should consult Rogers’ materials.
- Part of the evaluation was how transparent privacy practices are to a carrier’s users. Therefore, Fido received no credit for provisions and statements in Rogers materials, since Fido users would not know to consult Rogers’ materials for information relevant to them (if such materials are indeed relevant to Fido users).
1. A public commitment to PIPEDA compliance
Full Star: The carrier explicitly indicates that it complies with PIPEDA, or similar applicable legislation, and provides substantive details of its privacy obligations, including that it only transfers personal information to third parties that provide an equivalent level of protection.
Half Star: The carrier only vaguely states that it operates according to applicable legislation or doesn’t mention third party PIPEDA-equivalent protection.
No Star: The carrier makes no indication that it complies with PIPEDA or substantially equivalent privacy legislation.
Score: Half Star
Explanation:
- Rogers explicitly indicates that it complies with the Personal Information Protection and Electronic Documents Act (PIPEDA), all federal and provincial laws and regulations, and applicable privacy rules established by the Canadian Radio-television and Telecommunications Commission (CRTC).
- Rogers indicates that it will transfer information to various third parties in certain circumstances but makes no mention of whether these third parties provide PIPEDA-equivalent protection.
Provisions: “2. Rogers' privacy practices are in accordance with all federal and provincial laws and regulations. We are compliant with the Personal Information Protection and Electronic Documents Act (PIPEDA) and where applicable with the privacy rules established by the Canadian Radio-television and Telecommunications Commission (CRTC).” – The Rogers Group of Companies (Rogers) Commitment to Privacy. “9. Rogers companies share information with other Rogers companies or their agents and authorized dealers, in order to offer customers products and services that they may find attractive. Notices on sharing information are contained in each company's application forms, invoices and web sites. If customers do not want to be marketed with these products and services, they can contact Rogers (see How To Contact Rogers below).” – The Rogers Group of Companies (Rogers) Commitment to Privacy. “The Personal Information Protection and Electronic Documents Act (PIPEDA) covers both how we protect customers’ information and how we disclose it.” – Rogers 2013 Transparency Report (“Why and How We Respond”). “Do the Rogers Group of Companies share my personal information? If so, with whom?
- The Rogers Group of Companies will not release your personal information with these exceptions:
- When you give us permission to do so;
- When we believe that the law requires it;
- To protect the rights or property of the Rogers Group of Companies;
- Under circumstances described to you when we collect the information, such as in a Terms of Service or Use agreement, or in the rules of contests or other promotions;
- To affiliated companies within the Rogers Group of Companies.”
– FAQs about Rogers Commitment to Privacy. The Rogers Terms of Service indicate various circumstances in which personal information may be disclosed to third parties. See Criterion #4 (Transparency about conditions for third party data disclosures) for details. Note that the Rogers Terms of Service were not formally a part of Rogers’ evaluation, and in any event would not have affected its score on this criterion.
2. A public commitment to inform users of all third party data requests
Full Star: The carrier clearly indicates that it will notify a user when it has received a third party request for the user’s information, unless explicitly prohibited from doing so by law.
Half Star: A carrier does not indicate that it will notify users when it receives requests, however it indicates that users may send an inquiry in order to acquire such information.*
*Note: This criterion was applied generously: carriers who indicated users could learn about disclosures of their information were scored a half star.
No Star: The carrier makes no mention of how users may learn of third party requests for their personal information.
Score: Half Star
Explanation:
- Rogers does not indicate that it notifies users when it receives third party data requests, however it indicates that users may send an inquiry to acquire such information.Provisions:
“7. Rogers informs customers of the existence, use and disclosure of their personal information upon request and gives them access to their information.” – The Rogers Group of Companies (Rogers) Commitment to Privacy.
3. Transparency about frequency of third party requests and disclosures
Full Star: The carrier has published, in an annual or semi-annual report or in some other form, statistics regarding:
- The number of requests from third parties, broken down by government (law enforcement, etc.), commercial and non-commercial entities.
- How many requests it complied with.
- How many accounts the requests applied to.
- How many disclosures of information there were.
Half Star: The carrier has published SOME information but leaves many important statistics out.
No Star: The carrier has published no information relating to these types of statistics.
Note: This criterion was edited for ease of use and clarity in presentation here. In highlighting the absence of specific important statistics, we may have applied this criterion more strictly than IXmaps. However, we are not aware of any divergence with IXmaps as to the final score awarded to any carrier.
Score: Half Star
Explanation:
- Rogers published a Transparency Report in 2013 that included statistics about the number of requests for data it received, broken down by the type of request and its authority.
- It did not, however, include statistics about:
- Number of requests complied with
- Number of accounts the requests applied to
- Number of disclosures
- It also appears the report may refer only to law enforcement and other governmental requests, not to requests from commercial entities (if any).
- Additionally, information about requests that were made without legal authority was not included in the report.
Provisions:
“Notes [to the table shown above]: 1. These statistics include the following scenarios: (a) The information requested was provided; (b) Partial information was provided; (c) No information was provided because it doesn’t exist or the person is not a Rogers customer; and (d) We rejected the request or successfully fought it in court. 2. These statistics do not include informal requests such as phone calls from law enforcement looking for information they would require a warrant for. These requests are rejected because there is no legal authority and no formal response is provided.” – Rogers 2013 Transparency Report (“Breakdown of 2013 Requests”).
4. Transparency about conditions for third party data disclosures
Full Star:
(1) The carrier explicitly states the circumstances under which personal information will be disclosed to third parties.
(2) It must make clear what standard must be met by the third party in order for this disclosure to be made (e.g. whether a warrant is required).
(3) It must be clear whether or not a subscriber/user will be notified in the case that his or her information is disclosed to a third party and especially the specific conditions under which such information will be disclosed without consent.
Half Star: The carrier refers to some but not all of (1), (2) and (3) or is vague about them.*
*Note: In order to achieve consistency, this criterion was applied generously: carriers that had some discussion of when disclosure of user information could occur received a half star. A carrier would have had to fail entirely to discuss disclosure to receive no star, which none did. This criterion is likely to be revised and simplified in future years to improve consistent application and permit more meaningful distinctions between carriers.
No Star: The carrier fails to indicate any of (1), (2), or (3).
Note: Our evaluation of this criterion looked at discussion of disclosure to any third party, including sharing with affiliated companies, while IXmaps focused on disclosure when compelled by law. However, both approaches yielded the same score on this criterion.
Score: Half Star
Explanation:
- The Rogers 2013 Transparency Report breaks down 6 types of requests received in 2013 and explains the legal authority associated with each.
- Other privacy-related provisions make much more general reference to conditions when disclosure will occur.
- Rogers states in the Rogers 2013 Transparency Report that customer name/address checks are “permitted” under “PIPEDA and CTRC Rules”. However, it has since stated, in July 2014, that it will now be requiring a court order or warrant before disclosing even basic customer information to law enforcement (for full details, see Criterion #10 [Open advocacy for user privacy rights]).
- None of the privacy materials indicate whether subscribers will be notified about disclosure.
- Rogers failed to earn a full star primarily on the third requirement: clarity as to whether or not users will be notified about disclosure.
- However, a certain lack of consistency regarding the standard for disclosure across various documents, as well as a failure to clearly explain in its privacy materials its shift to requiring a warrant even for name/address checks – which makes the Rogers 2013 Transparency Report out of date – would likely have kept it at a half star.
- The Rogers Terms of Service state that “[u]nless you provide express consent, or disclosure is required pursuant to a legal power,” disclosure can occur only in specific limited circumstances [emphasis added]. This statement seems to reflect the shift to requiring a warrant for name/address checks. Note that it appears only in the Rogers Terms of Service, not in Rogers’ privacy materials.
- The Rogers Terms of Service also lists the specific situations, other than disclosure being “required pursuant to a legal power”, in which user information “other than… name, address and listed telephone number” will be disclosed without user consent. However, the Rogers Terms of Service were not formally a part of Rogers’ evaluation, and in any event would not have affected Rogers’ score on this criterion.
Provisions: “5. At Rogers, we collect customer information for one or more of the following purposes:
- To provide a positive customer experience, and deliver, bill for, and collect payment for products and services;
- To understand customer requirements and make information available regarding products and services offered by Rogers and its agents, dealers and related companies;
- To manage and develop Rogers business and operations;
- To meet legal and regulatory requirements; and
- To obtain credit information or provide it to others.
6. Rogers does not use or disclose personal information for purposes other than those for which it was collected, except with the consent of the individual or as required by law. Rogers retains personal information only as long as necessary for the fulfillment of those purposes. “9. Rogers companies share information with other Rogers companies or their agents and authorized dealers, in order to offer customers products and services that they may find attractive. Notices on sharing information are contained in each company's application forms, invoices and web sites. If customers do not want to be marketed with these products and services, they can contact Rogers (see How To Contact Rogers below).” – The Rogers Group of Companies (Rogers) Commitment to Privacy. “The requests we receive are to respond to warrants and orders from law enforcement agencies. In addition, we receive requests from government departments who are authorized to request information to enforce laws like the Income Tax Act. We also assist police services in emergency life threatening situations. About half of the requests we receive are to confirm a customer’s name and address, which we respond to so police do not issue a warrant to the wrong person. Otherwise, we only provide customer information when forced by law or in emergencies after the request has been thoroughly vetted. If we consider an order to be too broad, we push back and, if necessary, go to court to oppose the request.” – Rogers 2013 Transparency Report (“Introduction”). “Canadian law governs how we protect private customer information and how government and law enforcement agencies can compel us to provide it to them:
- The Criminal Code and other laws allow government and law enforcement agencies to require us to provide customer information.
- The Personal Information Protection and Electronic Documents Act (PIPEDA) covers both how we protect customers’ information and how we disclose it.
- The CRTC Confidential Customer Information Rules (CRTC Rules) set out circumstances under which customer information – other than name, address and listed numbers, which can always be provided – may be disclosed to third parties including law enforcement agencies.
Our Privacy Policy and Terms of Service outline how we safeguard customers’ information under these laws and rules. We only give out private customer information when required by law or in emergencies and after the request has been thoroughly vetted. See Type of Requests below and our Frequently Asked Questions (FAQs) for more information.” – Rogers 2013 Transparency Report (“Why And How We Respond”). 2. Do you provide metadata or direct access to customer databases? No, we do not provide metadata without a warrant, or direct access to our customer databases. We only provide the information we are required to provide and this information is retrieved by our staff.” – Rogers 2013 Transparency Report (“Frequently Asked Questions”). “3. How many times did you provide info? Do you ever reject law enforcement requests? Our statistics represent the total number of requests we received last year. If we consider an order to be too broad, we push back and, if necessary, go to court to oppose the request.” – Rogers 2013 Transparency Report (“Frequently Asked Questions”). The Rogers 2013 Transparency Report identifies 6 types of request and the “legal authority” associated with each:
- Customer name/address checks (PIPEDA and CRTC Rules “permit” confirmation of such information) (but see the “Update” below)
- Court order/warrant (“Issued under the Criminal Code or other laws”)
- Government requirement order (“Issued under laws such as the Customs Act or Income Tax Act”)
- Emergency requests from police in life threatening situations (“The Criminal Code and PIPEDA”)
- Child sexual exploitation emergency assistance requests (“The Criminal Code and PIPEDA”)
- Court order to comply with a Mutual Legal Assistance Treaty request (“Issued under Mutual Legal Assistance in Criminal Matters Act”)
The Report also provides “Details” of what constitutes each type of request as well as “Examples of info provided” for each. As the discussion is lengthy, the full text can be found in Appendix A at the end of this document. “Update: July 16, 2014: After hearing your concerns and reviewing the Supreme Court ruling from last month, we’ve decided that from now on we will require a court order/warrant to provide basic customer information to law enforcement agencies, except in life threatening emergencies. We believe this move is better for our customers and that law enforcement agencies will still be able to protect the public.” – “How Rogers handles government requests for information” Rogers RedBoard (5 June 2014), online: Rogers RedBoard <http://redboard.rogers.com>.[2] “A Rogers spokesperson has clarified that the new warrant requirement will apply to all government agencies, not just law enforcement bodies, which will cover the likes of Communications Security Establishment Canada.” – Peter Nowak, “Rogers scores points with warrant requirement” AlphaBeatic (17 July 2014), online: AlphaBeatic <http://alphabeatic.com>.[3] “[I]f police have an Internet Protocol, or IP, address of interest and want to obtain a warrant to investigate further, Rogers will tell them which city the relevant customer lives in so they know which judge to approach, [Rogers chief privacy officer Ken Engelhart] said. "But we won't give them any personal information — no name, no address."” – The Canadian Press, “Rogers will no longer hand customer info to police without a warrant” CBC News (16 July 2014), online: CBC <http://www.cbc.ca>.[4] “We fully comply with Canadian privacy law and take active steps to fully safeguard the information of our customers. At the same time we are compelled by law to respond to federal, provincial and municipal government and law enforcement agencies when they have a legally valid request‐like a search warrant or court order.” – Privacy, CCTS & CRTC. “Do the Rogers Group of Companies share my personal information? If so, with whom? The Rogers Group of Companies will not release your personal information with these exceptions:
- When you give us permission to do so;
- When we believe that the law requires it;
- To protect the rights or property of the Rogers Group of Companies;
- Under circumstances described to you when we collect the information, such as in a Terms of Service or Use agreement, or in the rules of contests or other promotions;
- To affiliated companies within the Rogers Group of Companies.”
– FAQs about Rogers Commitment to Privacy. The Rogers Terms of Service contain provisions pertaining to whom and in what circumstances personal information will be disclosed without a user’s consent. As the full provisions are long, the exact text is in Appendix A at the end of this document. However, to paraphrase, Rogers will only disclose personal information without consent:
- Where “disclosure is required pursuant to a legal power”
- To the user
- To someone they reasonably believe is the user’s agent
- To another telephone company, for the purpose of providing a user with services
- To a company supplying the user “with telephone or telephone directory-related services”
- To collection agencies or agents who “perform other administrative functions for” Rogers
- To credit agencies, to check creditworthiness
- To law enforcement where Rogers reasonably believes the user has “knowingly supplied [Rogers] with false or misleading information or are otherwise involved in unlawful activities”
- To public authorities where there is “imminent danger to life or property”, or “for emergency public alerting purposes” where there is “an imminent or unfolding danger that threatens the life, health or security of an individual”
– Rogers Terms of Service (“Privacy and Confidentiality of Your Information”/Provision #32) (Note that the Rogers Terms of Service were not formally a part of Rogers’ evaluation, and in any event would not have affected Rogers’ score on this criterion.)
5. An explicitly inclusive definition of ‘personal information’
Full Star: The carrier explicitly states all forms of data that fall under ‘personal information’. This should include subscribers/users’ IP addresses, IMSI/IMEI numbers, or MAC addresses, as well as their userIDs, meta-data (e.g. who subscriber communicated with, when and where this communication occurred), browser history (pages accessed, date of access, location when accessed), personal account information, credit card information etc.
Half Star: The carrier only implicitly states forms of data included in a definition of ‘personal information’, and/or provides a definition which (a) incorporates a closed list of what constitutes personal information that (b) excludes one or more of IP addresses, IMSI/IMSEI numbers, MAC addresses, userIDs, meta-data, browser history, personal account information, or credit card information.
No Star: The carrier gives no definition of ‘personal information’.Note: IP addresses, IMSI/IMEI numbers and MAC addresses are all used to identify individual devices connected to the Internet. This information could be used to identify individuals and track their locations. For more information, click here.
Score: Half Star
Explanation:
- Rogers provides definitions of “personal information” in the Rogers Group of Companies (Rogers) Commitment to Privacy and the FAQs about Rogers Commitment to Privacy which include some examples.
- Although the examples are not a closed list, most of the key elements required to do well on this criterion are not included. For example, there is no reference to IP addresses or meta-data. (There is a reference to meta-data in the Rogers 2013 Transparency Report, but as something that is not released without a warrant, not as part of a definition of personal information. This implies that Rogers likely considers meta-data personal information, but this is not clear.)
- The examples Rogers gave of what constituted “personal information” were considered sufficiently obvious and uninformative that it might have earned no star on this criterion, had there not been other carriers who gave no definition of personal information at all.
Provisions “4. Personal information collected by Rogers is information about an identifiable individual that may include such information as your name, e-mail address, mailing address, phone number, financial information, birth date and any recorded complaints.” – The Rogers Group of Companies (Rogers) Commitment to Privacy. “What is personal information? Personal information is information about an identifiable individual but does not include aggregated information that cannot be associated with a specific individual. Personal information may include such information as your name, email address, mailing addresses, financial information, service and equipment, birth dates and any recorded complaints.” – FAQs about Rogers Commitment To Privacy. “2. Do you provide metadata or direct access to customer databases? No, we do not provide metadata without a warrant, or direct access to our customer databases. We only provide the information we are required to provide and this information is retrieved by our staff.” – Rogers 2013 Transparency Report (“Frequently Asked Questions”).
6. The normal retention periods for personal information
Full Star: The carrier discloses how long personal information is routinely retained for, specifying retention time periods for each data type.
Half Star: The carrier only states the retention period for limited types of information. For example, a company may state that it retains consumers’ browsing history for 2 weeks, but provides no information on call log retention.
No Star: The carrier either provides no information on data retention periods OR provides a statement so vague as to not inform the consumer beyond what PIPEDA requires. For instance, “[Our company] shall retain personal information only as long as necessary for the fulfillment of the purposes for which it was collected.” (Example wording is from Bell’s privacy policy.)
Score: Half Star
Explanation:
- Rogers makes a general statement that it keeps information as long as needed to fulfill the purposes for which it was collected, a statement so vague as to not inform the consumer beyond what PIPEDA requires (it merely restates PIPEDA’s Principle 5 - Limiting Use, Disclosure, and Retention). Rogers only indicates a retention period for one type of data (bills). However, it also indicates that “customers’ communications” are not retained at all.
- Had Rogers referred to the retention period for bills alone, this likely would have been a no-star statement. However, whether the content of communications is retained is of significant interest to users, so Rogers’ explicit exclusion of this material from what is retained at all moved it up to a half star. These considerations may be reflected in separate criteria in future. (Note: IXmaps would have awarded a half star to Rogers even without this explicit exclusion of certain material.)
Provisions: “6. Rogers does not use or disclose personal information for purposes other than those for which it was collected, except with the consent of the individual or as required by law. Rogers retains personal information only as long as necessary for the fulfillment of those purposes.” – The Rogers Group of Companies (Rogers) Commitment to Privacy. “6. How long do you keep customer information? We only keep information for as long as it’s required for business purposes or as required by law. For example, we are required by law to keep customer bills for seven years. We don’t keep our customers’ communications like text messages and emails because our customers’ privacy is important and we don’t need this information.” – Rogers 2013 Transparency Report (“Frequently Asked Questions”).
7. Transparency about where personal information is stored and/or processed
Full Star: The carrier clearly indicates the storage and/or processing locations of user’s data and whether data storage and/or processing has been outsourced to a foreign company. This should include whether data may be stored in, or otherwise subject to other jurisdictions, what those jurisdictions are, and what sort of disclosure such data may be subject to.
Half Star: The carrier only indicates that there is a possibility that data may be stored and/or processed subject to a foreign jurisdiction. No jurisdiction is noted or details are not provided.
No Star: The carrier fails to clearly indicate whether or not data may be stored and/or processed such that it may be subject to a foreign jurisdiction.
Score: No Star
Explanation:
- Rogers’ only reference to where personal information is stored and/or processed is found in the Rogers Terms of Service. As the Rogers Terms of Service were not formally a part of Rogers’ evaluation, it cannot receive credit for this reference.
- Had this provision been counted, Rogers would have earned a half star: it only indicates that there is a possibility that personal information may be stored or processed subject to a foreign jurisdiction. Jurisdiction details and types of disclosure the information may be subject to are not provided.
Provisions: None in privacy materials “Personal information collected in connection with the provision of the Services may be stored and processed in or outside Canada and may be subject to the laws of other jurisdictions.” – Rogers Terms of Service (“Privacy and Confidentiality of Your Information”/Provision #32).
8. Transparency about where personal information is routed
Full Star: The carrier clearly indicates whether Canadians’ personal domestic communication data might be routed through the United States or otherwise subject to foreign jurisdiction while in transit. It clearly indicates the geographical locations where domestic communication is routed and what jurisdictions it is subject to. Similarly, it indicates whether or not communications with third countries is subject to U.S. jurisdiction.
Half Star: The carrier is vague about the geographical locations or jurisdictional exposure of personal data routing.
No Star: The carrier gives no indication of the geographical locations or jurisdictions where personal data is routed.
Score: No Star
Explanation:
- Rogers gives no indication of the geographical locations or jurisdictions through which personal data is routed.
Provisions: None
9. Domestic Canadian routing when possible
Full Star: The carrier clearly states on its privacy pages a policy of domestic Canadian routing when possible, and indicates the concrete measures it takes to achieve this goal. A carrier that verifiably peers openly at all the Canadian IXPs in its service region(s) will also receive a full star. Only Canadian carriers are eligible for a full star, as foreign carriers by definition subject the data they carry to non-Canadian jurisdictions.
Half Star: The carrier is vague about its policies for ensuring Canadian routing of domestic traffic and the measures it takes to ensure this. In the absence of a clear policy statement, a carrier (whether Canadian or foreign) that peers openly at some but not all Canadian public IXPs in its operating regions will earn a half star.
No Star: The carrier gives no indication of any policy or concrete measures to promote domestic routing when possible, nor does it peer openly at any Canadian public IXPs.
Note: Due to minor changes in wording during the evaluation process, we may have applied this criterion more strictly than IXmaps. However, we are not aware of any divergence with IXmaps as to the final score awarded to any carrier.
Score: No Star
Explanation:
- Rogers gives no indication that it promotes domestic routing where possible.
- Rogers was listed on only one Canadian IXP (the Toronto Internet Exchange [TorIX]), where it was a conditional peer only.
- Open peering at TorIX might have merited a half star, as might conditional peering at a significant number of IXPs. Conditional peering at one IXP, however, merits no stars.
- Rogers does not peer openly at any Canadian public IXPs as of January 24, 2015. In addition to TorIX (http://www.torix.ca/), the IXPs reviewed were:
- Manitoba Internet Exchange: http://www.mbix.ca/
- Échange Internet de Montréal: http://www.qix.ca/en/
- Ottawa Internet Exchange: http://www.ottix.net/
- Halifax Internet Exchange: http://hfxix.ca/
- Calgary Internet Exchange: http://yycix.ca/
Provisions: None For an explanation of IXPs and open and conditional peering, see the project overview.
10. Open advocacy for user privacy rights
Full Star: The carrier makes clear reference on its privacy pages to its support for user privacy rights via at least one of the following:
- Involvement in public debates over mass state surveillance;
- Involvement in privacy or surveillance related legislative initiatives (e.g. the current Bill C-13 on lawful access);
- Defending user privacy rights in court; or
- Ties to advocacy organizations or initiatives promoting user privacy rights.
Half Star: The carrier has defended user privacy rights politically, in court or legislatively, but there is no reference to this in its privacy pages.
No Star: There is no readily available public evidence that the carrier has taken a positive pro-privacy position in any of the above areas.
Note: While this criterion was edited for ease of use and clarity in presentation here, we are not aware of any divergence with IXmaps with regard to application.
Score: Full Star
Explanation:
- Rogers’ reference in the Rogers 2013 Transparency Report to “push[ing] back” against orders it considers “too broad” would have been too vague to merit a full star on its own. However, Rogers’ statement in the Report that it “encourage[s] the Government of Canada to issue its own report on these requests [for user information]” constitutes a clear reference to support for user privacy rights, specifically via “involvement in public debates over mass state surveillance.”
- Although this is only a single line, Rogers was under no obligation to take a position on the issue of the government issuing a report, and no indication was found that other carriers made statements on this issue.
- Rogers (alongside TELUS) is also currently fighting a “tower dump” order, involving information about 40,000-50,000 TELUS and Rogers customers, in R v Rogers Communications Partnership, 2014 ONSC 3853, but this is not (yet) mentioned in its privacy materials. Rogers should refer to this case in its 2014 Transparency Report.
- Rogers updated its policies after the Supreme Court of Canada ruling in R v Spencer, 2014 SCC 43, (a case about online privacy and disclosure by ISPs) to require warrants, court orders, or similar authority in more disclosure situations, but did not highlight this change in its privacy materials. Although Spencer could be said to require this change, not all companies have made such a declaration, and the recently-passed Bill C-13 removes liability for carriers who voluntarily disclose customer information. (For discussion of Spencer and warrants, see Alex Boutilier & Paul McLeod, “Supreme Court ruling hasn’t stopped police from warrantless requests for data” The Toronto Star (17 September 2014), online: <http://www.thestar.com>[5] and Christine Dobby, “Rogers to require warrants for police requests” The Globe and Mail (16 July 2014), online: The Globe and Mail <http://www.theglobeandmail.com>[6] .)
Provisions and other sources: “5. Do you fight for customers’ privacy rights? Absolutely, if we consider an order to be too broad, we push back and, if necessary, go to court to oppose the request. Our customers’ privacy is important to us and that’s why we’re issuing this report. We believe more transparency is helpful and encourage the Government of Canada to issue its own report on these requests.” – Rogers 2013 Transparency Report (“Frequently Asked Questions”). Regarding the “Tower Dump” Order (R v Rogers Communications Partnership, 2014 ONSC 3853):
- The Peel Regional Police obtained a “tower dump” production order for the information of TELUS and Rogers customers attempting connections through any of 21 TELUS towers or 16 Rogers towers.
- 40,000-50,000 persons could be affected.
- The goal was “to further an investigation by identifying persons using cell phones in the vicinity of known criminal activity.” (R v Rogers Communications Partnership, 2014 ONSC 3853 at paragraph 1).
- TELUS and Rogers applied to quash the orders under s. 24(1) of the Canadian Charter of Rights and Freedoms: “Anyone whose rights or freedoms, as guaranteed by this Charter, have been infringed or denied may apply to a court of competent jurisdiction to obtain such remedy as the court considers appropriate and just in the circumstances.”
- “Rogers and Telus brought their Charter applications asserting the general proposition that production orders are obtained without due regard for the privacy interests of their customers. Litigating that issue, they submit, will provide guidance to the police and telecommunications industry in the future.” (R v Rogers Communications Partnership, 2014 ONSC 3853 at paragraph 24).
- Cell towers record whenever a user makes or attempts a communication (including a call, text, or email). Towers in cities cover 1-2 kilometres, and in the country 10-25 kilometres.
- The information provided under the orders would include, for all users making or attempting a communication:
- Which tower they were using,
- Their name and address, and
- Their billing information, possibly including banking and credit card information.
- Where the recipient of a communication was also a TELUS or Rogers subscriber, that person’s information, including the tower they were using, would also need to be provided.
- The orders did not include:
- How the information would be safeguarded.
- Restrictions on the use of the information (i.e. it could be kept and used in other investigations).
- The Peel Regional Police successfully applied to revoke the original order saying they would be satisfied with a more limited order. (Whether their application for this second order was successful is not clear.)
- However, the Charter challenge to the original orders will proceed.
– Information from R v Rogers Communications Partnership, 2014 ONSC 3853 (available on CanLII). “A Rogers’ emailed statement said: “We thought the request we received was too broad, so in order to protect our customers’ privacy, we went to court to seek clarification on what constitutes a reasonable request.” – David Paddon (The Canadian Press), “Ontario judge to examine Telus-Rogers’ Charter of Rights challenge” The Toronto Star (25 July 2014), online: The Toronto Star <http://www.thestar.com/>.[7] Regarding Rogers’ Tightened Requirements for Disclosure: “Update: July 16, 2014: After hearing your concerns and reviewing the Supreme Court ruling from last month, we’ve decided that from now on we will require a court order/warrant to provide basic customer information to law enforcement agencies, except in life threatening emergencies. We believe this move is better for our customers and that law enforcement agencies will still be able to protect the public.” – “How Rogers handles government requests for information” Rogers RedBoard (5 June 2014), online: Rogers RedBoard <http://redboard.rogers.com>.[8] “A Rogers spokesperson has clarified that the new warrant requirement will apply to all government agencies, not just law enforcement bodies, which will cover the likes of Communications Security Establishment Canada.” – Peter Nowak, “Rogers scores points with warrant requirement” AlphaBeatic (17 July 2014), online: AlphaBeatic <http://alphabeatic.com>.[9]
“The new policy of requiring a warrant even for basic requests will be better for customers, and law enforcement will still be able to protect the public, Rogers says. It stresses that, in keeping with the [Spencer] ruling, police would not need a warrant to get basic subscriber information in life-threatening emergencies. In addition, if police have an Internet Protocol, or IP, address of interest and want to obtain a warrant to investigate further, Rogers will tell them which city the relevant customer lives in so they know which judge to approach, [Rogers chief privacy officer Ken Engelhart] said. "But we won't give them any personal information — no name, no address."”
– The Canadian Press, “Rogers will no longer hand customer info to police without a warrant” CBC News (16 July 2014), online: CBC <http://www.cbc.ca>.[10]
“Apart from situations involving life-threatening emergencies, Rogers said it now requires “lawful authority” – a court order, warrant or equivalent production order – to provide basic customer details to law-enforcement agencies or government agencies with the power to request information under legislation (for example, the Canada Revenue Agency). … Mr. Engelhart said the company decided to stop responding to [customer information requests relating to child exploitation cases] except in emergency situations immediately after the Supreme Court ruling [in R v Spencer]. He added that the change in policy announced Wednesday applies to a much broader category of “customer name/address checks,” under which Rogers received about 88,000 requests in 2013. He said the company will no longer confirm basic name, address and phone information without an order.”
– Christine Dobby, “Rogers to require warrants for police requests”, The Globe and Mail (16 July 2014), online: The Globe and Mail <http://www.theglobeandmail.com>[11] Google searches used in seeking public evidence of a pro-privacy position (The most recent search date is given next to each search term. Material up to 5 years old was reviewed.)
- Rogers privacy (January 18, 2015).
- Rogers transparency (January 18, 2015).
- Rogers personal information (January 18, 2015).
- Rogers “personal information” (January 18, 2015).
- Rogers “customer information” (January 18, 2015).
- Rogers “subscriber information” (January 18, 2015).
- Rogers disclosure (January 18, 2015).
- Rogers “lawful access” (January 18, 2015).
- Rogers “warrant” (January 18, 2015).
- Rogers “legal authority” (January 18, 2015).
- Rogers bill c-13 (January 18, 2015).
- Rogers “Bill C-13” (January 18, 2015).
- Rogers user rights (January 18, 2015).
- Rogers user privacy (January 18, 2015).
- Rogers user rights (January 18, 2015).
- Canada user privacy rights rogers (January 18, 2015).
- Rogers privacy advocacy (January 18, 2015).
- Rogers privacy lawsuit (January 18, 2015).
- Rogers privacy litigation (January 18, 2015).
In addition, searches were also run specifically seeking news articles. (All searches are as of January 18, 2015) ProQuest:
- Rogers AND Privacy policy.
- Rogers AND privacy challenges.
- Rogers Communication AND privacy issues.
Google News:
- Rogers Privacy Case.
Searches used in seeking case law where Rogers defended user privacy rights in Canadian courts (The most recent search date is given next to each search term. Material up to 5 years old was reviewed.) Westlaw Canada:
- “Rogers Communications” back to 01/01/2010 (January 18, 2015).
- “Rogers Wireless” back to 01/01/2010 (January 18, 2015).
- intervener & “Rogers Communications” back to 01/01/2010 (January 18, 2015).
Quicklaw:
- Rogers Communications in Case Name, limited to previous 5 years (January 18, 2015).
- rogers wireless in Case Name, limited to previous 5 years (January 18, 2015).
- “rogers communications” & intervener limited to previous 5 years (January 23, 2015).
CanLii:
- “Rogers Communications” (January 18, 2015).
- “Rogers Wireless” (January 18, 2015).
Appendix A: Provisions related to Transparency about conditions for third party data disclosures
(Criterion #4)
“1. Customer name/address checks:
- Legal authority: PIPEDA and CRTC Rules permit confirming basic information like name, address and listed phone number.
- Details: These requests are to confirm a customer’s name and address, which we respond to so police do not issue a warrant to the wrong person.
- Examples of info provided: When provided with a name and address we will confirm whether or not the person is a Rogers customer and when provided with a listed phone number we’ll provide the name and address of a customer. IP address is not provided.
2. Court order/warrant:
- Legal authority: Issued under the Criminal Code or other laws.
- Details: A court order or warrant includes production orders, summons, subpoenas and search warrants issued by a judge or other judicial officer. It compels us to provide customer information to police or other authorities or to attend court to provide evidence/testimony about customer information.
- Examples of info provided: Customer account information like name and address, payment history, billing records, or call records.
3. Government requirement order:
- Legal authority: Issued under laws such as the Customs Act or Income Tax Act.
- Details: An order that compels us to provide customer information to the requesting agency.
- Examples of info provided: Customer account information like payment history, billing records, or call records.
4. Emergency requests from police in life threatening situations:
- Legal authority: The Criminal Code and PIPEDA.
- Details: We assist police services in emergency life threatening situations such as missing persons cases and individuals in distress.
- Examples of info provided: Helping locate someone with a cell phone and providing contact details for someone who has contacted emergency services and may be unable to communicate.
5. Child sexual exploitation emergency assistance requests:
- Legal authority: The Criminal Code and PIPEDA.
- Details: We assist police during child exploitation investigations.
- Examples of info provided: Confirming a customer’s name and address when provided with an IP address so that police can get a search or arrest warrant to stop the sexual exploitation of a child.
6. Court order to comply with a Mutual Legal Assistance Treaty request:
- Legal authority: Issued under Mutual Legal Assistance in Criminal Matters Act.
- Details: We don’t respond to requests from foreign agencies, but we do advise them to have their country’s justice authority contact the Department of Justice Canada. If that country has a treaty or convention with Canada, the request is processed by Canadian authorities and an order may be issued by a Canadian court to gather evidence. We’re compelled to provide customer information to the police or other authority in Canada conducting the investigation.
- Examples of info provided: Customer account information like payment history, billing records, or call records.”
– Rogers 2013 Transparency Report (“We Received Six Types of Requests”). See the discussion at Criterion #4 (Transparency about conditions for third party data disclosures) and Criterion #10 (Open advocacy for user privacy rights) for updates Rogers has made to its disclosure policy since its report was published. (Note that this information has been reformatted into bullets for ease of reading but the content has not been otherwise altered.) “Unless you provide express consent, or disclosure is required pursuant to a legal power, all information regarding you kept by us, other than your name, address and listed telephone number, is confidential and may not be disclosed by us to anyone other than:
- you;
- a person who, in our reasonable judgment, is seeking the information as your agent;
- another telephone company, provided the information is required for the efficient and cost-effective provision of telephone service and disclosure is made on a confidential basis, with the information to be used only for that purpose;
- a company involved in supplying you with telephone or telephone directory-related services, provided the information is required for that purpose and disclosure is made on a confidential basis, with the information to be used only for that purpose;
- an agent retained by us in the collection of your account or to perform other administrative functions for us, provided the information is required for and used only for that purpose;
- an agent retained by us to evaluate your creditworthiness, provided the information is required for and is to be used only for that purpose;
- a law enforcement agency whenever we have reasonable grounds to believe that you have knowingly supplied us with false or misleading information or are otherwise involved in unlawful activities;
- a public authority or agent of a public authority if, in our reasonable judgment, it appears that there is imminent danger to life or property which could be avoided or minimized by disclosure of the information; or
- a public authority or agent of a public authority, for emergency public alerting purposes, if a public authority has determined that there is an imminent or unfolding danger that threatens the life, health or security of an individual and that the danger could be avoided or minimized by disclosure of the information.
Express consent to disclosure may be obtained as follows:
- by written consent;
- by oral confirmation verified by an independent third party;
- by electronic confirmation through the use of a toll-free number;
- by electronic confirmation via the Internet;
- by oral consent, where an audio recording of the consent is retained by us; or by consent through other methods, as long as an objective documented record of your consent is created by you or by an independent third party.”
– Rogers Terms of Service (“Privacy and Confidentiality of Your Information”/Provision #32). (Note that the Rogers Terms of Service and this provision were not formally a part of Rogers’ evaluation.)
Appendix B: Sources
The Rogers Group of Companies (Rogers) Commitment to Privacy
- Applies to: Rogers Communications, Rogers Cable, Rogers Wireless and Rogers Media (per its first provision).
- Last consulted January 18, 2015.
Rogers 2013 Transparency Report
- This report does not specify its application.
- However, it was issued by “Rogers Communications.” Rogers Communications’ annual report begins: “Rogers Communications is a diversified Canadian telecommunications and media company. Rogers Wireless is Canada’s largest wireless voice and data telecommunications services provider…”
- In addition, the report includes examples of disclosure that clearly relate to wireless services, such as: “Helping locate someone with a cell phone and providing contact details for someone who has contacted emergency services and may be unable to communicate.”
- It is therefore assumed that this report covers Rogers Wireless.
- Last consulted January 18, 2015.
FAQs about Rogers Commitment to Privacy
- FAQs about Rogers Commitment to Privacy does not specify its application. However, it refers throughout to “The Rogers Group of Companies” which it states includes “Rogers Cable, Rogers Wireless and Rogers Media” (per “Do the Rogers Group of Companies ask for personal information?”).
- Last consulted January 18, 2015.
Privacy, CCTS & CRTC
- This document is a landing page that links to Rogers’ privacy materials. It does not specify what is included in “Rogers” as it uses the term. As the policies it links to all appear to apply to Rogers’ wireless services, however, it is assumed this page does as well.
- Last consulted January 17, 2015.
News archive back to May 1, 2010 (earliest date available on the Rogers website): http://about.rogers.com/About/Media_Relations/News.aspx
- Last consulted January 17, 2015.
News articles (see Criterion #10 [Open advocacy for user privacy rights]).
[1] Andrew Clement & Jonathan A. Obar, “Keeping Internet Users in the Know or in the Dark: Data Privacy Transparency of Canadian Internet Service Providers” (27 March 2014), online: IXmaps & New Transparency Projects <http://ixmaps.ca/>. The report is available online at <http://ixmaps.ca/transparency/img/DataPrivacyTransparencyofCanadianISPs.pdf>.
[2] http://redboard.rogers.com/?s=transparency+report
[3] http://alphabeatic.com/rogers-warrants/
[4] http://www.cbc.ca/news/politics/rogers-will-no-longer-hand-customer-info-to-police-without-a-warrant-1.2709155
[5] http://www.thestar.com/news/canada/2014/09/17/supreme_court_ruling_hasnt_stopped_police_from_warrantless_requests_for_data.html
[6] http://www.theglobeandmail.com/report-on-business/rogers-now-requires-warrants-for-all-police-inquiries/article19634702/
[7] http://www.thestar.com/news/canada/2014/07/25/ontario_judge_to_examine_TELUSrogers_charter_of_rights_challenge.html
[8] http://redboard.rogers.com/?s=transparency+report
[9] http://alphabeatic.com/rogers-warrants/
[10] http://www.cbc.ca/news/politics/rogers-will-no-longer-hand-customer-info-to-police-without-a-warrant-1.2709155
[11] http://www.theglobeandmail.com/report-on-business/rogers-now-requires-warrants-for-all-police-inquiries/article19634702/
This is the TELUS report for The 3+3 Project: Evaluating Canada’s Wireless Carriers’ Data Privacy Transparency. The 10 criteria used to evaluate carriers and the scoring rubric used for each are included in the chart below. A carrier could earn a full star, half star, or no star on each criterion. The criteria and rubric (with minor alterations as noted) are reproduced from the criteria document prepared by the IXmaps research project for the annual Keeping Internet Users In the Know or In the Dark: Data Privacy Transparency of Canadian Internet Service Providers, by Andrew Clement (Professor, Faculty of Information, University of Toronto) and Jonathan A. Obar (Assistant Professor, Faculty of Social Science and Humanities, University of Ontario Institute of Technology). The Keeping Internet Users In the Know of In the Dark report is available here. For a fuller explanation of the criteria and the rubric used for each, please consult the full criteria document. These criteria were originally developed by the IXmaps research project for their 2013 Keeping Internet Users in the Know or in the Dark report.[1] The Centre for Innovation Law and Policy (CILP) assisted with updating them for the 2014-2015 project, including developing the scoring rubric. Where we are aware of any difference in how we have applied these criteria compared to how IXmaps applies these criteria, this is indicated in the chart. For more information about IXmaps, as well as other significant projects engaging with data privacy, please see the project overview. This report frequently makes reference to PIPEDA, the Personal Information Protection and Electronic Documents Act. This is Canadian legislation dealing with the treatment of personal information by companies while carrying on commercial activities. For more on PIPEDA, please see the project overview. Notes:
- The TELUS Mobility Service Terms were consulted (as of January 25, 2015) but did not count towards TELUS’ final score. Part of the evaluation was related to transparency about privacy practices. Therefore, carriers only received credit for information in their privacy materials, on the theory that this was where privacy-minded users would look for privacy-related information. Where including the Service Terms would have made a difference to TELUS’ score, this is noted. The TELUS Mobility Service Terms apply to “the mobility division of TELUS”.
- Koodo is a subsidiary or division of TELUS.
- TELUS indicates that many of its privacy policies and practices apply to Koodo.
- However, Koodo does not explicitly indicate in its privacy materials (or the Koodo Service Terms) that Koodo users should consult TELUS’ materials. (The closest it comes is the bare statement in the Koodo Service Terms that “the mobility division of Koodo” is “a registered business name of TELUS Communications Company” [per “What are the Koodo Service Terms?”]).
- Part of the evaluation was how transparent privacy practices are to a carrier’s users. Therefore, Koodo received no credit for provisions and statements in TELUS materials, since Koodo users would not know to consult TELUS’ material for information relevant to them. See the Koodo report for more.
1. A public commitment to PIPEDA compliance
Full Star: The carrier explicitly indicates that it complies with PIPEDA, or similar applicable legislation, and provides substantive details of its privacy obligations, including that it only transfers personal information to third parties that provide an equivalent level of protection.
Half Star: The carrier only vaguely states that it operates according to applicable legislation or doesn’t mention third party PIPEDA-equivalent protection.
No Star: The carrier makes no indication that it complies with PIPEDA or substantially equivalent privacy legislation.
Score: Full Star
Explanation:
- TELUS explicitly indicates that it complies with the Personal Information Protection and Electronic Documents Act (PIPEDA), its regulations, applicable provincial privacy legislation, and applicable Canadian Radio-television and Telecommunications Commission (CRTC) regulations. It also states that it incorporates the 10 principles of the Canadian Standards Association Model Code for the protection of Personal Information published in 1996 as a National Standard of Canada.
- Although it does not make explicit reference to third-party PIPEDA-equivalent protection, TELUS’ language in Principles 1.3 and 7.2 of the TELUS Privacy Code is sufficient when compared with the language of the PIPEDA principle underlying this criterion (Principle 1 – Accountability) to earn a full star.
- In its 2013 Transparency Report, TELUS notes that PIPEDA is “Applicable law” in the case of certain law enforcement and government organization requests for personal information, specifically: customer names and address checks, emergency calls and Internet child exploitation emergency assistance requests.
Provisions: “Both our Privacy Code and Privacy Commitment reflect the requirements of Canada’s privacy legislation, the Personal Information Protection and Electronic Documents Act, and our own continuing commitment to customer privacy.” – TELUS’ Privacy Commitment to You (Cover page). “The TELUS Privacy Code and the privacy practices described in this Commitment are subject to the provisions of all applicable legislation and regulations.” – TELUS’ Privacy Commitment to You (Footnote 2). “The TELUS Privacy Code incorporates 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 and 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 updated in September 2000 to reflect changes associated with the implementation of the federal privacy legislation referred to above, and subsequently updated to comply with provincial privacy legislation, where applicable.” – TELUS Privacy Code (Cover page). “The objective of the TELUS Privacy Code is to promote responsible and transparent practices in the management of personal information, in accordance with the provisions of the federal Personal Information Protection and Electronic Documents Act and other applicable provincial privacy legislation.” – TELUS Privacy Code (“Introduction”). “The application of the TELUS Privacy Code is subject to the requirements and provisions of Part 1 of the Personal Information Protection and Electronic Documents Act and the regulations thereunder, provincial privacy legislation (where applicable), and any applicable regulations of the Canadian Radio-television and Telecommunications Commission.” – TELUS Privacy Code (“Scope and application”). “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).” – TELUS Privacy Code. “7.2: TELUS shall protect personal information disclosed to third parties by contractual agreements stipulating the confidentiality of the information and the purposes for which it is to be used.” – TELUS Privacy Code. “2. What legislation applies to the protection of customer privacy? TELUS’ telecommunications businesses are governed by the federal Personal Information Protection and Electronic Documents Act (PIPEDA) and by rules prescribed by the CRTC with respect to customer confidentiality.” – TELUS Transparency Report 2013 (“Frequently Asked Questions”). In its 2013 Transparency Report, TELUS notes that PIPEDA is “Applicable law” with regard to the following types of requests:
- Customer name and address checks
- Emergency calls
- Internet child exploitation emergency assistance requests
– TELUS Transparency Report 2013 (“The types of requests TELUS receives”).
2. A public commitment to inform users of all third party data requests
Full Star: The carrier clearly indicates that it will notify a user when it has received a third party request for the user’s information, unless explicitly prohibited from doing so by law.
Half Star: A carrier does not indicate that it will notify users when it receives requests, however it indicates that users may send an inquiry in order to acquire such information.*
*Note: This criterion was applied generously: carriers who indicated users could learn about disclosures of their information were scored a half star.
No Star: The carrier makes no mention of how users may learn of third party requests for their personal information.
Score: Half Star
Explanation:
- TELUS does not indicate that it notifies users when it receives third party data requests, however it indicates that users may send an inquiry to acquire such information.
- TELUS further notes that where it cannot identify organizations to which personal information has been disclosed, it will “provide a list of organizations to which it may have disclosed personal information” (see Principle 9 below).
Provisions: “Principle 9 – Customer and team member access to personal information 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. … 9.3: 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.” – TELUS Privacy Code.
3. Transparency about frequency of third party requests and disclosures
Full Star: The carrier has published, in an annual or semi-annual report or in some other form, statistics regarding:
- The number of requests from third parties, broken down by government (law enforcement, etc.), commercial and non-commercial entities.
- How many requests it complied with.
- How many accounts the requests applied to.
- How many disclosures of information there were.
Half Star: The carrier has published SOME information but leaves many important statistics out.
No Star: The carrier has published no information relating to these types of statistics.
Note: This criterion was edited for ease of use and clarity in presentation here. In highlighting the absence of specific important statistics, we may have applied this criterion more strictly than IXmaps. However, we are not aware of any divergence with IXmaps as to the final score awarded to any carrier.
Score: Half Star
Explanation:
- TELUS published a transparency report in 2013 that included statistics about the frequency of third party requests and disclosures including:
- Approximate number of requests from government and law enforcement.
- Types of requests received, and the associated lawful authority (e.g. warrants or court order). It is not entirely clear whether TELUS includes requests that were rejected for lacking lawful authority (e.g. a request where a court order was required but not provided).
- However, TELUS omits many important statistics. In particular, the 2013 Transparency Report does not include the following statistics:
- Breakdown by government (law enforcement, etc.), commercial and non-commercial entities: it includes law enforcement and government requests only
- Number of requests complied with:
- TELUS estimates 60% of requests accompanied by a court order or subpoena are fully complied with. Regarding the remaining 40%, TELUS does not distinguish between court order/subpoena cases in which partial information is given and those in which no information is given.
- TELUS provides no information about the percentage or number of requests complied with for the other five types of request in its report.
- Number of accounts the requests applied to
- Number of disclosures
Provisions:
– TELUS Transparency Report 2013. “Of the 4,315 orders and subpoenas received in 2013, TELUS provided partial or no information in approximately 40% of the instances*. This was largely due to our limited retention periods which resulted in the requested information no longer being available. In many cases, TELUS challenged an order on the ground that it was either defective or overreaching. Most challenges involved asking a law enforcement agency to reduce the amount of customer information to be provided by TELUS pursuant to the order, so that the agency would receive only the information actually required for its purposes. In some cases, TELUS has gone to court to challenge orders which we believed to be overreaching. *This estimate was derived by sampling records maintained by TELUS’ Corporate Security department.” – TELUS Transparency Report 2013 (“The types of requests TELUS receives: Court Order/Subpoena”).
4. Transparency about conditions for third party data disclosures
Full Star:
(1) The carrier explicitly states the circumstances under which personal information will be disclosed to third parties.
(2) It must make clear what standard must be met by the third party in order for this disclosure to be made (e.g. whether a warrant is required).
(3) It must be clear whether or not a subscriber/user will be notified in the case that his or her information is disclosed to a third party and especially the specific conditions under which such information will be disclosed without consent.
Half Star: The carrier refers to some but not all of (1), (2) and (3) or is vague about them.*
*Note: In order to achieve consistency, this criterion was applied generously: carriers that had some discussion of when disclosure of user information could occur received a half star. A carrier would have had to fail entirely to discuss disclosure to receive no star, which none did. This criterion is likely to be revised and simplified in future years to improve consistent application and permit more meaningful distinctions between carriers.
No Star: The carrier fails to indicate any of (1), (2), or (3).
Note: Our evaluation of this criterion looked at discussion of disclosure to any third party, including sharing with affiliated companies, while IXmaps focused on disclosure when compelled by law. However, both approaches yielded the same score on this criterion.
Score: Half Star
Explanation:
- The TELUS Transparency Report 2013 identifies 6 types of request and the “Applicable law” associated with each.
- Both TELUS’ Privacy Commitment to You and Principle 5.1 of the TELUS Privacy Code list specific circumstances in which personal information may be disclosed.
- Other privacy-related provisions make additional references to when and what kinds of disclosure may and may not occur.
- TELUS came closest to earning a full star on this criterion. However, it did not meet the third requirement (clarity as to whether a user will be notified when their information is disclosed to a third party).
- TELUS’ materials imply it will only notify users when it is actually required to by privacy legislation. However, it was not clear on this point.
- TELUS might have scored higher without this requirement, although a lack of consistency across its many privacy documents might still have kept TELUS from earning a full star.
Provisions: “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 inform you more specifically about our privacy practices. 2 The TELUS Privacy Code does 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”.” – TELUS’ Privacy Commitment to You (Cover Page & Footnote 2). “TELUS will not collect, use or disclose your personal information for any purpose other than those identified in this Commitment, your Customer Service Agreement, or our Service Terms, except with your consent (the “Identified Purposes”). For greater clarity, unless you provide express consent TELUS will not:
- share your personal information with or sell it to third-party marketers; or
- use your personal information to enable third-party targeted advertisements.”
– TELUS’ Privacy Commitment to You (“How do we protect your personal information?”). “Our directory publisher (Yellow Pages Group) makes available lists of published names, addresses and phone numbers to selected organizations for a fee. You may choose to be excluded from these lists (non-published names, addresses and phone numbers are automatically excluded).” – TELUS’ Privacy Commitment to You (“What are your choices?”). “TELUS only uses your personal information as described above, in our Privacy Commitment, or in our Customer Agreements and Service Terms. Unless you provide your express consent, TELUS will not:
- Sell your personal information to third party marketers.
- Use that information to enable third party targeted advertisements.
Moreover, TELUS does not record the content of telephone conversations made across its network (except for voicemails or calls made to our contact centres for the purposes of quality control and training), nor do we collect 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).” – About TELUS’ Privacy Commitment (“What we don’t do”). “The Code does not impose any limits on the collection, use or disclosure of the following information by TELUS:
- A customer’s name, address, telephone number and e-mail address, when listed in a directory or available through directory assistance
- A team member’s name, title, business address (including business e-mail address) or business telephone or fax number
- Other information about the 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.”
– TELUS Privacy Code (“Scope and application”). “Principle 3 – Obtaining consent for collection, use or disclosure of personal information 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 or use personal information without knowledge or consent if it is clearly in the interests of the individual and consent can not 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 seeking the consent of the individual might defeat the purpose of collecting the information, such as in the investigation of a breach of an agreement or a contravention of a federal or provincial law. 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 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.” – TELUS Privacy Code “Principle 5 – Limiting use, disclosure, and retention of personal information TELUS shall not use or disclose personal information for purposes other than those for which it was collected, except with the consent of the individual or as required by law. TELUS shall retain personal information only as long as necessary for the fulfillment of those purposes.” – TELUS Privacy Code “Principle 2 – Identifying purposes for collection of personal information 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 only for the following purposes:
- To establish and maintain responsible commercial relations with customers and to provide ongoing service
- To understand customer needs and preferences
- To develop, enhance, market or provide products and services
- To manage and develop TELUS’ business and operations, including personnel and employment matters
- To meet legal and regulatory requirements.”
– TELUS Privacy Code TELUS’ Privacy Commitment to You, About TELUS’ Privacy Commitment, the Customer Privacy FAQ, and the TELUS Mobility Service Terms all contain similar provisions related to the purposes for which personal information is collected. As these provisions are lengthy, they can be found in Appendix B at the end of this document. Both TELUS’ Privacy Commitment to You and Principle 5.1 of the TELUS Privacy Code list circumstances in which personal information may be disclosed. As these provisions are lengthy, they can be found in full in Appendix A at the end of this document. However, to paraphrase, TELUS indicates it may provide personal information to:
- Someone TELUS is satisfied is the user’s agent or legal representative, or an authorized user on the account
- Other TELUS business units to improve and provide services
- Other telecommunications companies, to provide services
- Companies supplying customers with listing or directory services
- Those hired by TELUS “to perform functions on its behalf, such as research or data processing”
- Credit agencies and collection agencies (to collect money owing to TELUS)
- Public authorities where TELUS reasonably believes there is “imminent danger to life or property”
- TELUS partners and agents “responsible for administering special TELUS offers or programs”
- “third parties in connection with the sale of parts of our business, the sale or securitization of assets, or the merger or amalgamation of part or all of our business with other entities. Since customer and account information will normally be a part of such transactions, we may use or disclose such information to other parties included in the transaction, as part of due diligence and/or on completion of the transaction”
- A third party where “required or authorized by law”
The TELUS Mobility Service Terms have a similar provision. In the TELUS Mobility Service Terms, the provision gives a closed list of circumstances in which disclosure of information other than user name and address can occur without consent. The list is very similar to those found in the privacy materials (and summarized above), with the addition of disclosure to “[a] law enforcement agency if TELUS reasonably believes that you or anyone using your device is engaged in fraudulent or unlawful activities against TELUS.” The list does not include several of the circumstances listed in the TELUS Privacy Code and TELUS’ Privacy Commitment to You, suggesting either that the TELUS Mobility Service Terms are in error or that these circumstances require user consent for disclosure. Note that the TELUS Mobility Service Terms are not formally included in TELUS’ evaluation, and in any event would not have changed TELUS’ score on this criterion. The full text of the relevant provision can be found in Appendix A at the end of this document. The TELUS Transparency Report 2013 identifies 6 types of request and the “Applicable law” associated with each:
1. Court Order/Subpoena (Applicable law: Criminal Code of Canada)
2. Court orders to comply with a Mutual Legal Assistance Treaty (MLAT) request (Applicable law: The Mutual Legal Assistance in Criminal Matters Act)
3. Customer Name and Address Checks (Applicable law: PIPEDA and “CRTC rules with respect to customer confidentiality”)
- Note that TELUS’ discussion of this type of request states: “in light of the recent decision of the Supreme Court of Canada in the case of R. v. Spencer, TELUS… now requires a court order for customer name and address information, except in an emergency or where the information is published in a directory.”
4. Emergency Calls (PIPEDA and “CRTC rules with respect to customer confidentiality”)
5. Internet Child Exploitation Emergency Assistance Requests (Applicable law: PIPEDA and Criminal Code of Canada)
- Note that TELUS’ discussion of this type of requests states: “the Supreme Court of Canada in the Spencer case… has ruled that [disclosure of user name and address related to investigations of online child sexual exploitation] requires a court order, except in an emergency. Accordingly, TELUS has amended its practices in this regard.”
6. Legislative Demands (Applicable law: “Any federal or provincial legislation that authorizes a government body to request information from TELUS”)
The Report provides a “Description” of each type of request that provides further explanation of how each type works. As the discussion is lengthy, the full text can be found in Appendix A at the end of this document. “When does TELUS fulfil requests for customer information? TELUS will provide customer information to law enforcement agencies or other government organizations where authorized or permitted by our service terms, customer Privacy Commitment, a valid court order or other applicable laws. More than half of the disclosure requests we received in 2013 related to emergency situations. The information provided ranged from simply providing the street address of a customer who called 911, to more complex information requests such as locating a wireless device belonging to someone who was lost or in difficulty.” – TELUS Transparency Report 2013. “What is the process for responding to information requests? TELUS has a process for carefully assessing information requests received from law enforcement agencies and other government organizations:
- A request is received and logged by TELUS’ Corporate Security department.
- A specially trained and authorized TELUS Security team representative reviews the request to ensure it has been correctly prepared and is legally valid. In the case of emergency calls, this involves obtaining confirmation that the situation involves an imminent risk to an individual’s life, health or security.
- If the representative has any concerns, those concerns are brought to the attention of a supervisor, TELUS’ legal department, or the agency or organization, as appropriate, for resolution.
- Once the representative is satisfied that the request is valid, they will take appropriate steps to properly respond to the information request. For example, this could include searching relevant TELUS databases for the requested information.
– TELUS Transparency Report 2013.
5. An explicitly inclusive definition of ‘personal information’
Full Star: The carrier explicitly states all forms of data that fall under ‘personal information’. This should include subscribers/users’ IP addresses, IMSI/IMEI numbers, or MAC addresses, as well as their userIDs, meta-data (e.g. who subscriber communicated with, when and where this communication occurred), browser history (pages accessed, date of access, location when accessed), personal account information, credit card information etc.
Half Star: The carrier only implicitly states forms of data included in a definition of ‘personal information’, and/or provides a definition which (a) incorporates a closed list of what constitutes personal information that (b) excludes one or more of IP addresses, IMSI/IMSEI numbers, MAC addresses, userIDs, meta-data, browser history, personal account information, or credit card information.
No Star: The carrier gives no definition of ‘personal information’.Note: IP addresses, IMSI/IMEI numbers and MAC addresses are all used to identify individual devices connected to the Internet. This information could be used to identify individuals and track their locations. For more information, click here.
Score: Half Star
Explanation:
- TELUS provides definitions of “personal information” in its privacy materials which include examples.
- Although the examples are not a closed list, key elements required to do well on this criterion are not included. For example, there is no reference to IP addresses. (There is a reference to IP addresses in the TELUS Transparency Report 2013, where the retention period for this information is given. However, while this implies TELUS likely considers IP addresses personal information, it is not included in any of TELUS’ definitions of personal information.)
- TELUS also indicates some personal information it does not collect: contents of phone calls (other than voicemails and calls to TELUS’ call center), browser history (except visits to TELUS’ own websites), Internet search history, and information about the content of applications the user has used.
Provisions: “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).”
– Customer Privacy FAQ. “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.” – Customer Privacy FAQ. “Personal information – Information about an identifiable customer or team member, but does not include aggregated information that cannot be associated with a specific individual. For a customer, such information includes a customer’s credit information, billing records, service and equipment, and any recorded complaints. For a team member, such information includes information found in personal employment files, performance appraisals, and medical and benefits information, but does not include the team member’s name, title, business address (including business e-mail address) or business telephone or fax numbers. Information about sole proprietors or partners is only considered to be “personal information” for purposes of the TELUS Privacy Code 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.” – TELUS Privacy Code (“Definitions”). “What we don’t do TELUS only uses your personal information as described above, in our Privacy Commitment, or in our Customer Agreements and Service Terms. Unless you provide your express consent, TELUS will not:
- Sell your personal information to third party marketers.
- Use that information to enable third party targeted advertisements.
Moreover, TELUS does not record the content of telephone conversations made across its network (except for voicemails or calls made to our contact centres for the purposes of quality control and training), nor do we collect 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).” – About TELUS’ Privacy Commitment. “Moreover, TELUS does not collect information about the websites you viewed (except visits to our own websites, which we use to optimize our TELUS web properties), your Internet search history or the content of the applications you use.” – TELUS’ Privacy Commitment to You (“How do we protect your personal information?”). “1. How long does TELUS keep my information? TELUS keeps customer information only as long as necessary to comply with the law and to fulfill our business purposes. For example … TELUS retains logs of Internet Protocol (IP) addresses for a period of 90 days for network management purposes.” – TELUS Transparency Report 2013 (“Frequently Asked Questions”).
6. The normal retention periods for personal information
Full Star: The carrier discloses how long personal information is routinely retained for, specifying retention time periods for each data type.
Half Star: The carrier only states the retention period for limited types of information. For example, a company may state that it retains consumers’ browsing history for 2 weeks, but provides no information on call log retention.
No Star: The carrier either provides no information on data retention periods OR provides a statement so vague as to not inform the consumer beyond what PIPEDA requires. For instance, “[Our company] shall retain personal information only as long as necessary for the fulfillment of the purposes for which it was collected.” (Example wording is from Bell’s privacy policy.)
Score: Half Star
Explanation:
- In addition to stating that it keeps information as long as necessary for the fulfilment of the purposes for which it was collected, to comply with the law, and to fulfill their business purposes (which statement does not inform the user beyond PIPEDA requirements), TELUS states, in the TELUS Transparency Report 2013, the retention period for specific (though limited) types of information:
- Bills
- Call detail records
- Logs of IP addresses.
- TELUS’ provision of the retention period for three specific types of information made it the strongest carrier on this criterion.
- TELUS also indicates some personal information it does not collect at all: contents of phone calls (other than voicemails and calls to TELUS’ call center), browser history (except visits to TELUS’ own websites), Internet search history, and information about the content of applications the user has used. Note, however, that this discussion is separate from the discussion of retention periods (and is not something IXmaps considered in their evaluation).
- However, the normal retention periods for certain important information is still missing: text messages, for example, and customer financial information.
Provisions: “Principle 5 – Limiting use, disclosure, and retention of personal information TELUS shall not use or disclose personal information for purposes other than those for which it was collected, except with the consent of the individual or as required by law. TELUS shall retain personal information only as long as necessary for the fulfillment of those purposes. … 5.4: TELUS shall keep personal information only as long as it remains 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 necessary or relevant for the identified purposes or required by law to be retained. Such information shall be destroyed, erased or made anonymous.” – TELUS Privacy Code. “1. How long does TELUS keep my information? TELUS keeps customer information only as long as necessary to comply with the law and to fulfill our business purposes. For example, TELUS retains copies of customer bills for approximately seven years to satisfy legal requirements. TELUS also retains call detail records for billable calls made by our customers on our network for a period of up to 14 months for network management and billing purposes. As another example, TELUS retains logs of Internet Protocol (IP) addresses for a period of 90 days for network management purposes.” – TELUS Transparency Report 2013 (“Frequently Asked Questions). “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).”
– Customer Privacy FAQ “1. What personal information do we collect?”). “Moreover, TELUS does not record the content of telephone conversations made across its network (except for voicemails or calls made to our contact centres for the purposes of quality control and training), nor do we collect 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).” – About TELUS’ Privacy Commitment (“What we don’t do”). “Moreover, TELUS does not collect information about the websites you viewed (except visits to our own websites, which we use to optimize our TELUS web properties), your Internet search history or the content of the applications you use.” – TELUS’ Privacy Commitment to You (“How do we protect your personal information?”).
7. Transparency about where personal information is stored and/or processed
Full Star: The carrier clearly indicates the storage and/or processing locations of user’s data and whether data storage and/or processing has been outsourced to a foreign company. This should include whether data may be stored in, or otherwise subject to other jurisdictions, what those jurisdictions are, and what sort of disclosure such data may be subject to.
Half Star: The carrier only indicates that there is a possibility that data may be stored and/or processed subject to a foreign jurisdiction. No jurisdiction is noted or details are not provided.
No Star: The carrier fails to clearly indicate whether or not data may be stored and/or processed such that it may be subject to a foreign jurisdiction.
Score: Half Star
Explanation:
- TELUS mentions that personal information may be stored and processed outside Canada, and “may be available to government agencies under applicable law” but without providing any details on specific jurisdictions.
- Note that TELUS does not highlight the fact that information stored and processed outside Canada may be subject to the laws of other jurisdictions.
Provisions: “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 government agencies under applicable law.” – TELUS’ Privacy Commitment to You (“How do we protect your personal 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 government agencies under applicable law.” – TELUS Privacy Code. The TELUS Mobility Service Terms indicate that “You acknowledge that while roaming outside Canada the storage, treatment and transfer of your personal information and data may be subject to regulation different from the regulation in Canada.” Note that the TELUS Mobility Service Terms were not formally included in TELUS’ evaluation, however, and in any event would not have changed TELUS’ score on this criterion.
8. Transparency about where personal information is routed
Full Star: The carrier clearly indicates whether Canadians’ personal domestic communication data might be routed through the United States or otherwise subject to foreign jurisdiction while in transit. It clearly indicates the geographical locations where domestic communication is routed and what jurisdictions it is subject to. Similarly, it indicates whether or not communications with third countries is subject to U.S. jurisdiction.
Half Star: The carrier is vague about the geographical locations or jurisdictional exposure of personal data routing.
No Star: The carrier gives no indication of the geographical locations or jurisdictions where personal data is routed.
Score: No Star
Explanation:
- TELUS gives no indication as to the geographical locations or jurisdictions through which personal data is routed.
Provisions: None
9. Domestic Canadian routing when possible
Full Star: The carrier clearly states on its privacy pages a policy of domestic Canadian routing when possible, and indicates the concrete measures it takes to achieve this goal. A carrier that verifiably peers openly at all the Canadian IXPs in its service region(s) will also receive a full star. Only Canadian carriers are eligible for a full star, as foreign carriers by definition subject the data they carry to non-Canadian jurisdictions.
Half Star: The carrier is vague about its policies for ensuring Canadian routing of domestic traffic and the measures it takes to ensure this. In the absence of a clear policy statement, a carrier (whether Canadian or foreign) that peers openly at some but not all Canadian public IXPs in its operating regions will earn a half star.
No Star: The carrier gives no indication of any policy or concrete measures to promote domestic routing when possible, nor does it peer openly at any Canadian public IXPs.
Note: Due to minor changes in wording during the evaluation process, we may have applied this criterion more strictly than IXmaps. However, we are not aware of any divergence with IXmaps as to the final score awarded to any carrier.
Score: No Star
Explanation:
- TELUS gives no indication that it promotes domestic routing where possible.
- TELUS has been invited to the Calgary Internet Exchange (http://yycix.ca/), but as of January 25, 2015, had not accepted the invitation.
- TELUS does not peer openly at any Canadian Public IXPs as of January 25, 2015. In addition to the Calgary Internet Exchange, the IXPs reviewed were:
- Manitoba Internet Exchange: http://www.mbix.ca/
- Échange Internet de Montréal: http://www.qix.ca/en/
- Toronto Internet Exchange: http://www.torix.ca/
- Ottawa Internet Exchange: http://www.ottix.net/
- Halifax Internet Exchange: http://hfxix.ca/
Provisions: None For an explanation of IXPs and open and conditional peering, see the project overview.
10. Open advocacy for user privacy rights
Full Star: The carrier makes clear reference on its privacy pages to its support for user privacy rights via at least one of the following:
- Involvement in public debates over mass state surveillance;
- Involvement in privacy or surveillance related legislative initiatives (e.g. the current Bill C-13 on lawful access);
- Defending user privacy rights in court; or
- Ties to advocacy organizations or initiatives promoting user privacy rights.
Half Star: The carrier has defended user privacy rights politically, in court or legislatively, but there is no reference to this in its privacy pages. No Star: There is no readily available public evidence that the carrier has taken a positive pro-privacy position in any of the above areas. Note: While this criterion was edited for ease of use and clarity in presentation here, we are not aware of any divergence with IXmaps with regard to application.
Score: Full Star
Explanation:
- TELUS has fought for privacy rights at the Supreme Court of Canada (SCC) (R v TELUS Communications Co. 2013 SCC 16). This case was referred to in the 2013 Transparency Report which is linked directly from the TELUS Privacy Page.
- TELUS updated its policies after the Supreme Court ruling in R v Spencer, 2014 SCC 43, (a case about online privacy and disclosure by ISPs) to require court orders in more disclosure situations. It highlighted this change in the TELUS Transparency Report 2013. Although Spencer could be said to require this change, not all companies have made such a declaration, and the recently-passed Bill C-13 removes liability for carriers who voluntarily disclose customer information where the law does not prohibit such disclosure. (For discussion, see Alex Boutilier & Paul McLeod, “Supreme Court ruling hasn’t stopped police from warrantless requests for data” The Toronto Star (17 September 2014), online: <http://www.thestar.com>[2] and Christine Dobby, “Rogers to require warrants for police requests” The Globe and Mail (16 July 2014), online: <http://www.theglobeandmail.com>[3])
- TELUS also refers in the TELUS Transparency Report 2013 to a practice of challenging court orders in some circumstances. However, these statements alone – in the absence of the references to R v TELUS and to TELUS’ policy change post-Spencer – would likely have been too vague to merit a full star.
- TELUS (alongside Rogers) is also currently fighting a “tower dump” order, involving information about 40,000-50,000 TELUS and Rogers customers, in R v Rogers Communications Partnership, 2014 ONSC 3853, but this is not (yet) mentioned in its privacy materials. TELUS should refer to this case in its 2014 Transparency Report.
Provisions and other sources: “When will TELUS challenge a court order? TELUS will challenge any court order that we believe goes beyond what a judge is authorized to order under applicable legislation, such as the Criminal Code. For example, TELUS recently challenged a general court order obtained by a law enforcement agency requiring the provision of text message data on a nearly real-time basis, and successfully pursued the matter all the way to the Supreme Court of Canada. The resulting Supreme Court decision enhanced the privacy rights of TELUS customers and other Canadians. – TELUS Transparency Report 2013. This is referring to the case R v TELUS Communications Co. 2013 SCC 16. See further discussion of this case below. “In many cases, TELUS challenged an order on the ground that it was either defective or overreaching. Most challenges involved asking a law enforcement agency to reduce the amount of customer information to be provided by TELUS pursuant to the order, so that the agency would receive only the information actually required for its purposes. In some cases, TELUS has gone to court to challenge orders which we believed to be overreaching.” – TELUS Transparency Report 2013 (“The types of requests TELUS receives: Court Order/Subpoena”). “4. How do you strike the right balance between protecting your customers’ privacy rights and fulfilling these information requests? We take great care to safeguard personal information and ensure that our customers’ privacy and confidentiality are preserved wherever possible. While some people may think that telecommunications companies hand over customer information to law enforcement agencies and government organizations without question, TELUS challenges information requests when we believe the request goes beyond what is lawful. We only release confidential customer information when we are satisfied it is appropriate to do so.” – TELUS Transparency Report 2013 (“Frequently Asked Questions”). References to post-Spencer policy change: “[I]n light of the recent decision of the Supreme Court of Canada in the case of R. v. Spencer, TELUS… now requires a court order for customer name and address information, except in an emergency or where the information is published in a directory.” – TELUS Transparency Report 2013 (“The types of requests TELUS receives: Customer Name and Address Checks”). “[T]he Supreme Court of Canada in the Spencer case… has ruled that [disclosure of user name and address related to investigations of online child sexual exploitation] requires a court order, except in an emergency. Accordingly, TELUS has amended its practices in this regard.” – TELUS Transparency Report 2013 (“The types of requests TELUS receives: Internet Child Exploitation Emergency Assistance Requests”). R v TELUS Communications Co., 2013 SCC 16:
- TELUS challenged police’s use of a general warrant to require production of ongoing and future text messages.
- The messages in question had not yet been sent or received at the time of the law enforcement request: police were asking TELUS to produce, daily or nearly so, messages sent or received by two users over a then-upcoming period of time (as well as user information identifying the senders and recipients of the messages to and from these users).
- TELUS argued this amounted to an interception of private communications (even though the texts would technically be retrieved from where they were stored by TELUS in a computer database) meaning police needed authorization under the Criminal Code’s wiretap authorization provisions.
- The SCC quashed the general warrant.
- It is worth noting, however, that the case arose in part because of TELUS’ unusual storage and transmission practices: other carriers do not (or at least, at the time, did not) store text messages in computer databases as part of the transmission process.
- In addition, the case revealed that, at least at the time, TELUS retained text messages for 30 days, unlike other service providers. (TELUS is legally allowed to do this, and evidently said the purpose was “troubleshooting customer problems”: 2013 SCC 16 at paragraph 58.)
– Information from R v TELUS Communications Co., 2013 SCC 16 (available on CanLII). For a discussion of the case, see Christine Dobby, “Supreme Court quashes general search warrant for future text messages”, Financial Post (27 March 2013) <http://www.financialpost.com>.[4] Regarding the “Tower Dump” Order (R v Rogers Communications Partnership, 2014 ONSC 3853):
- The Peel Regional Police obtained a “tower dump” production order for the information of TELUS and Rogers customers attempting connections through any of 21 TELUS towers or 16 Rogers towers.
- 40,000-50,000 persons could be affected.
- The goal was “to further an investigation by identifying persons using cell phones in the vicinity of known criminal activity.” (R v Rogers Communications Partnership, 2014 ONSC 3853 at paragraph 1).
- TELUS and Rogers applied to quash the orders under s. 24(1) of the Canadian Charter of Rights and Freedoms: “Anyone whose rights or freedoms, as guaranteed by this Charter, have been infringed or denied may apply to a court of competent jurisdiction to obtain such remedy as the court considers appropriate and just in the circumstances.”
- “Rogers and Telus brought their Charter applications asserting the general proposition that production orders are obtained without due regard for the privacy interests of their customers. Litigating that issue, they submit, will provide guidance to the police and telecommunications industry in the future.” (R v Rogers Communications Partnership, 2014 ONSC 3853 at paragraph 24).
- Cell towers record whenever a user makes or attempts a communication (including a call, text, or email). Towers in cities cover 1-2 kilometres, and in the country 10-25 kilometres.
- The information provided under the orders would include, for all users making or attempting a communication:
- Which tower they were using,
- Their name and address, and
- Their billing information, possibly including banking and credit card information.
- Where the recipient of a communication was also a TELUS or Rogers subscriber, that person’s information, including the tower they were using, would also need to be provided.
- The orders did not include:
- How the information would be safeguarded.
- Restrictions on the use of the information (i.e. it could be kept and used in other investigations).
- The Peel Regional Police successfully applied to revoke the original order saying they would be satisfied with a more limited order. (Whether their application for this second order was successful is not clear.)
- However, the Charter challenge to the original orders will proceed.
– Information from R v Rogers Communications Partnership, 2014 ONSC 3853 (available on CanLII). “Telus issued an emailed statement Friday that said the Vancouver-based company only provides confidential customer information to law enforcement agencies or other third parties in response to valid court orders or other applicable law. “Importantly, as we have done in this case, TELUS will contest orders we believe overreach in order to protect the privacy rights of our customers and other Canadians,” the statement said” – David Paddon (The Canadian Press), “Ontario judge to examine Telus-Rogers’ Charter of Rights challenge”, The Toronto Star (25 July 2014), online: The Toronto Star <http://www.thestar.com/>.[5] Google searches used in seeking public evidence of a pro-privacy position (The most recent search date is given next to each search term. Material up to 5 years old was reviewed.)
- TELUS “user privacy” (January 23, 2015).
- Telus “privacy” (January 23, 2015).
- TELUS privacy (January 25, 2015).
- TELUS “customers’ privacy” (January 23, 2015).
- TELUS transparency (January 25, 2015).
- TELUS “personal information” (January 25, 2015).
- TELUS “customer information” (January 25, 2015).
- TELUS “subscriber information” (January 25, 2015).
- TELUS disclosure (January 25, 2015).
- TELUS “lawful access” (January 25, 2015).
- TELUS “warrant” (January 25, 2015).
- TELUS “legal authority” (January 25, 2015).
- TELUS “Bill C-13” (January 25, 2015).
- TELUS “Supreme Court” (February 6, 2015).
Searches used in seeking case law where TELUS defended user privacy rights in Canadian courts (The most recent search date is given next to each search term. Material up to 5 years old was reviewed.) Westlaw Canada:
- Telus less TWU back to 01/01/2010 (January 25, 2015).*
Quicklaw:
- TELUS Communications in Case Name, for Previous 5 years (January 25, 2015).
- “TELUS Communications” & intervener for Previous 5 years (January 25, 2015).
CanLii:
- "TELUS Communications" January 25, 2015
*Note: “TWU” was excluded because of the high volume of results produced by searching “Telus” alone. TWU stands for Telecommunications Workers Union, and was excluded with the goal of excluding labour disputes from the results.
Appendix A: Provisions related to Transparency about conditions for third party data disclosures (Criterion #4)
“When do we disclose personal information?
- There are a variety of circumstances where we may need to disclose some personal information about our customers. Subject to applicable CRTC regulations, we may disclose personal information, on a confidential basis with the information to be used only for the purpose for which it was disclosed, to:
- a person seeking information as an agent of a customer, such as a customer’s legal representative, or as an authorized user under his or her account, if we are satisfied that the person is authorized to receive the information;
- other TELUS business units to help us serve our customers better and to provide them with services from different parts of our company;
- another telecommunications company for the efficient and cost-effective provision of telecommunications services, such as the information required to facilitate the porting of services between carriers;
- a company involved in supplying a customer with telecommunications or directory related services, for example, Yellow or White Page listings;
- a company or individual hired by TELUS to perform functions on its behalf, such as research or data processing;
- a third party to evaluate a customer’s creditworthiness or to collect an account;
- a credit-reporting agency;
- a public authority or agent of a public authority if, in the reasonable judgment of TELUS, it appears that there is imminent danger to life or property which could be avoided or minimized by disclosure of the information. If a customer dials 911, for example, we will provide the customer’s name, telephone number, address and other location information to the emergency agency;
- our program partners or to third-party agents responsible for administering special TELUS offers or programs;
- third parties in connection with the sale of parts of our business, the sale or securitization of assets, or the merger or amalgamation of part or all of our business with other entities. Since customer and account information will normally be a part of such transactions, we may use or disclose such information to other parties included in the transaction, as part of due diligence and/or on completion of the transaction; or
- a government institution or other third party in response to a court order or if otherwise required or authorized by law.”
– TELUS’ Privacy Commitment to You (“When do we disclose personal information?”). “Principle 5 – Limiting use, disclosure, and retention of personal information TELUS shall not use or disclose personal information for purposes other than those for which it was collected, except with the consent of the individual or as required by law. TELUS shall retain personal information only as long as necessary for the fulfillment of those purposes. 5.1: Subject to applicable CRTC regulations, TELUS may disclose a customer’s personal information, on a confidential basis with the information to be used only for the purpose for which it was disclosed, to:
- a person seeking information as an agent of a customer, such as a customer’s legal representative or as an authorized user under his or her account, if TELUS is satisfied that the person is authorized to receive the information;
- other TELUS business units to help TELUS serve its customers better and to provide them with services from different parts of the company;
- another telecommunications company for the efficient and cost-effective provision of telecommunications services;
- a company involved in supplying a customer with telecommunications or directory-related services;
- a company or individual hired by TELUS to perform functions on its behalf, such as research or data processing;
- a third party to evaluate a customer’s creditworthiness or to collect an account;
- a credit-reporting agency;
- a public authority or agent of a public authority if, in the reasonable judgment of TELUS, it appears that there is imminent danger to life or property which could be avoided or minimized by disclosure of the information. If a customer dials 911, for example, TELUS will provide the customer’s name, telephone number, address and other location information to the emergency agency;
- TELUS’ program partners or third-party agents responsible for administering special TELUS offers or programs;
- third parties in connection with the sale of parts of TELUS’ business, the sale or securitization of assets, or the merger or amalgamation of part or all of TELUS’ business with other entities. Since customer and account information will normally be a part of such transactions, TELUS may use or disclose such information to other parties included in the transaction, as part of due diligence and/or on completion of the transaction; or
- a government agency or other third party, if required to meet legal and regulatory requirements.”
– TELUS Privacy Code. “The types of requests TELUS receives:
- Court Order/ Subpoena:
- Description: An order or subpoena is a legal demand signed by a judge directing TELUS to provide customer information. The information may be associated with any of our TELUS services, including wireline, wireless or Internet. Most orders and subpoenas require TELUS to provide historic information, such as telephone records. A small minority of the court orders require TELUS to provide real-time information; for example, the content of a telephone call (by means of a wiretap) or the location of a cell phone. Court orders obtained by law enforcement agencies are often referred to as “warrants”.
Of the 4,315 orders and subpoenas received in 2013, TELUS provided partial or no information in approximately 40% of the instances*. This was largely due to our limited retention periods which resulted in the requested information no longer being available. In many cases, TELUS challenged an order on the ground that it was either defective or overreaching. Most challenges involved asking a law enforcement agency to reduce the amount of customer information to be provided by TELUS pursuant to the order, so that the agency would receive only the information actually required for its purposes. In some cases, TELUS has gone to court to challenge orders which we believed to be overreaching.
*This estimate was derived by sampling records maintained by TELUS’ Corporate Security department.
-
- Applicable law: Criminal Code of Canada.
- Court orders to comply with a Mutual Legal Assistance Treaty (MLAT) request:
- Description: These requests take the form of a court order issued by a Canadian court pursuant to the Mutual Legal Assistance in Criminal Matters Act. Typically, these are requests for aid from a law enforcement agency in another country related to a criminal investigation, and require an order from a Canadian court. We don’t respond to requests that come directly from foreign agencies, but will provide information if ordered to by a Canadian court.
- Applicable law: The Mutual Legal Assistance in Criminal Matters Act.
- Customer Name and Address Checks:
- Description: Requests to provide basic customer information, such as customer name and address. These are usually done in order to identify an individual associated with a telephone number. Previously, it was understood that such disclosure was permitted under Canadian law and TELUS’ service terms. However, in light of the recent decision of the Supreme Court of Canada in the case of R. v. Spencer, TELUS has changed its practice and now requires a court order for customer name and address information, except in an emergency or where the information is published in a directory.
- Applicable law: Personal Information Protection and Electronic Documents Act (PIPEDA), CRTC rules with respect to customer confidentiality; see also applicable TELUS Service Terms and customer Privacy Commitment.
- Emergency Calls:
- Description: These are usually urgent requests for help locating or assisting an individual where their life, health or security is at risk. For example, TELUS will provide police or other emergency responders with location information for a wireless device belonging to someone who is lost or in danger. In these cases we only provide the information needed to respond to the emergency.
TELUS is the incumbent local exchange carrier (the traditional home phone service provider) in British Columbia, Alberta and Eastern Quebec and is responsible for providing technical support for 911 services in those areas. TELUS handles a large number of calls from 911 call centers (32,618 in 2013) and local police and other emergency responders (24,130 in 2013) in order to support 911 and emergency services.
-
- Applicable law: PIPEDA and CRTC rules with respect to customer confidentiality.
- Internet Child Exploitation Emergency Assistance Requests:
- Description: In response to police requests, TELUS disclosed the name and address of a customer using an IP address to help the police investigate a case of online child sexual exploitation. Previously, it was understood that such disclosure without a court order was permitted under Canadian law and TELUS’ service terms. However, the Supreme Court of Canada in the Spencer case (referred to above) has ruled that such disclosure requires a court order, except in an emergency. Accordingly, TELUS has amended its practices in this regard.
- Applicable law: PIPEDA, Criminal Code of Canada.
- Legislative Demands:
- Description: A request for information by a government body, where TELUS is required by applicable legislation to provide the information. For example, pursuant to the Income Tax Act, the Canada Revenue Agency may require TELUS to disclose certain customer information.
- Applicable law: Any federal or provincial legislation that authorizes a government body to request information from TELUS”
– TELUS Transparency Report 2013. (Note that TELUS presents this information in a table. It has been reformatted here but the content has not been otherwise altered.) “All information that TELUS keeps with respect to you and your service, other than your name and address, is confidential. Unless you provide your express consent or unless disclosure is required under the law, your information may not be disclosed by TELUS to anyone, other than:
- You or a person who, in the reasonable judgement of TELUS, is seeking the information as your agent;
- Another telecommunications company, but only if the information is used to establish or to efficiently provide telecommunications service, if the disclosure is made on a confidential basis, and if the information is used solely for that purpose;
- An affiliate involved in supplying you with telecommunications and/or broadcasting services, provided the information is required for that purpose and disclosure is made on a confidential basis with the information used only for that purpose;
- A directory or listing service company for the purpose of listing your name, address and phone number if you consent and if that company agrees to use the information only for that purpose;
- An agent used by TELUS to evaluate your credit or collect outstanding balances owed to TELUS by you, if the agent requires the information and agrees to use the information only for that purpose;
- A public authority or its agent if TELUS reasonably believes that there is imminent danger to life or property that could be avoided or minimized by disclosure of the information;
- A law enforcement agency if TELUS reasonably believes that you or anyone using your device is engaged in fraudulent or unlawful activities against TELUS.
By “express consent”, we mean:
- Written consent;
- Oral confirmation verified by an independent third party;
- Electronic confirmation through the use of a toll-free number;
- Electronic confirmation via the Internet;
- Oral consent, where an audio recording of the consent is retained by TELUS; or
- Consent through other methods, as long as an objective documented record of your consent is created by you or by an independent third party.
For complete details about our legal obligations and liabilities with respect to your privacy, please refer to the TELUS Privacy Policy available at TELUSmobility.com/privacy. TELUS’ liability for disclosure of information contrary to these TELUS Service Terms is not limited by the limitation of liability set out above. You may inspect any TELUS records related to the provision of your service, provided that you pay TELUS’ related extraordinary costs. You may request that your name and address not be included on any list provided to any other person or used by TELUS. Subject to the above, you agree that TELUS may collect, use and dispose personal information about you for the purposes identified in the TELUS Privacy Commitment as it may be amended from time to time. You can view this commitment at telusmobility.com/privacy. You also authorize TELUS to obtain information about your credit history from credit reporting agencies and credit grantors (including other TELUS companies) from time to time, and consent to the disclosure of your credit history with TELUS to them at any time.” – TELUS Mobility Service Terms. (Note that the TELUS Mobility Service Terms and this provision were not formally a part of TELUS’ evaluation.)
Appendix B: Provisions related to purposes for which information is collected
(Relevant to Criterion #4 [Transparency about conditions for third party data disclosures])
“Why do we collect personal information?
- If you are a TELUS customer, TELUS has some basic information about you. We understand that some of this information is private, which is why we collect personal information only for the following purposes:
- To establish and maintain a responsible commercial relationship with you and to provide ongoing service. For example, when you apply for services, we collect information that allows us to confirm your identity and credit history so that we can accurately bill and collect for the products and services that you receive from us. We may collect credit card or bank account information if you prefer the convenience of pre-authorized payment for services.
- To understand your needs and preferences. We maintain a record of the products and services you receive from us, and we may ask for additional information so that we can serve you better. For example, we will ask for your email address, if you wish to pay your bills electronically.
- To develop, enhance, market or provide products and services. For example, we look at how our customers use our products and services, so that we can understand how to improve them. From time to time, we may review and analyze your use of our products and services to help us provide better product recommendations and special offers that we think will interest you.
- To manage and develop our business and operations. For example, we analyze customer usage of our networks and facilities to help us manage them efficiently and plan for future growth. Telephone calls to or from TELUS service representatives may be monitored or recorded for quality assurance purposes.
- To meet legal and regulatory requirements. For example, we may collect information in response to a court order, or to satisfy a request by the Canadian Radio-television and Telecommunications Commission, herein referred to as the CRTC, for information about a customer complaint and how it was resolved.” – TELUS’ Privacy Commitment to You.
“What we do TELUS collects and uses some personal information about you, the products and services we provide to 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 high-speed internet usage data to improve network reliability and modem 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.”
– About TELUS’ Privacy Commitment. “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.” – Customer Privacy FAQ.
“Why does TELUS collect my personal information?
- We collect your information to:
- Establish and maintain a commercial relationship with you and provide ongoing service;
- Understand your needs and preferences;
- Develop, enhance, market or provide products and services;
- Manage and develop our business and operations;
- Meet legal and regulatory requirements.”
– TELUS Mobility Service Terms. (Note that the TELUS Mobility Service Terms and this provision were not formally a part of TELUS’ evaluation.)
Appendix C: Sources
TELUS’ Privacy Commitment to You
- Applies 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, Black’s and PC Mobile” (per Endnote 1 in TELUS’ Privacy Commitment to You).
- TELUS’ Privacy Commitment to You specifies it does not apply to TELUS Health (per Endnote 1).
- TELUS’ Privacy Commitment to You specifies that the TELUS Privacy Code does not apply to “TELUS corporate customers. … such information is protected by other TELUS policies and practices and through contractual arrangements.” (per Endnote 2). This implies that TELUS’ Privacy Commitment to You also does not apply to corporate customers, although this is not stated.
- Last consulted January 25, 2015.
TELUS Privacy Code
- Applies to: “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, Black’s and PC Mobile” (per the definition of “TELUS”).
- The TELUS Privacy Code specifies it does not apply to TELUS Health (per “Introduction,” “Scope and application,” and the definition of “TELUS”).
- The TELUS Privacy Code specifies it “does not apply to information regarding TELUS’ corporate customers; however, such information is protected by other TELUS policies and practices and through contractual arrangements.” (per “Scope and application”), however “[i]nformation about sole proprietors or partners is… considered to be “personal information” for purposes of the TELUS Privacy Code if it is information about the individuals themselves, as distinct from information about their businesses.” (per the definition of “Personal Information”).
- Last consulted January 25, 2015.
TELUS Transparency Report 2013
- Applies to: “TELUS’ telecommunications businesses, including wireline, wireless and Internet.” (per the cover page).
- Last consulted January 25, 2015.
About TELUS’ Privacy Commitment
- About TELUS’ Privacy Commitment does not specify its application. However, it does state that:
- That TELUS’ Privacy Commitment to You “continues to extend across our brands” which “ “[i]nclud[e] TELUS Mobility, TELUS Quebec, Koodo, Black’s and PC Mobile” (per “What’s new?” and Footnote 1).
- That TELUS’ Privacy Commitment to You does not extend to TELUS Health (per Footnote 1).
- It has been assumed for the purposes of this report that About TELUS’ Privacy Commitment applies to the same entities as TELUS’ Privacy Commitment to You.
- Last consulted January 25, 2015.
About TELUS: Privacy
- This document is a landing page that links to TELUS’ privacy materials. It does not specify what is included in “TELUS” as it uses the term. However, it does not contain provisions that were relied on in this report.
- Last consulted January 25, 2015.
Customer Privacy FAQ
- The Customer Privacy FAQ does not specify its application. However, reading the document makes it clear that it applies to TELUS wireless services, among others. For instance, it gives as an example of personal information that may be collected: “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”. (per “What personal information do we collect?”).
- Last consulted January 25, 2015.
Press Release Archive on TELUS website back to 2009: http://about.telus.com/community/english/news_centre/news_releases
- Last consulted January 25, 2015.
News articles and relevant court cases (see Criterion #10 [Open advocacy for user privacy rights])
[1] Andrew Clement & Jonathan A. Obar, “Keeping Internet Users in the Know or in the Dark: Data Privacy Transparency of Canadian Internet Service Providers” (27 March 2014), online: IXmaps & New Transparency Projects <http://ixmaps.ca/>. The report is available online at <http://ixmaps.ca/transparency/img/DataPrivacyTransparencyofCanadianISPs.pdf>.
[2] http://www.thestar.com/news/canada/2014/09/17/supreme_court_ruling_hasnt_stopped_police_from_warrantless_requests_for_data.html
[3] http://www.theglobeandmail.com/report-on-business/rogers-now-requires-warrants-for-all-police-inquiries/article19634702/
[4] http://business.financialpost.com/2013/03/27/supreme-court-quashes-general-search-warrant-for-future-text-messages/?__lsa=fded-4584
[5] http://www.thestar.com/news/canada/2014/07/25/ontario_judge_to_examine_TELUSrogers_charter_of_rights_challenge.htmlThis is the TELUS report for The 3+3 Project: Evaluating Canada’s Wireless Carriers’ Data Privacy Transparency. The 10 criteria used to evaluate carriers and the scoring rubric used for each are included in the chart below. A carrier could earn a full star, half star, or no star on each criterion. The criteria and rubric (with minor alterations as noted) are reproduced from the criteria document prepared by the IXmaps research project for the annual Keeping Internet Users In the Know or In the Dark: Data Privacy Transparency of Canadian Internet Service Providers, by Andrew Clement (Professor, Faculty of Information, University of Toronto) and Jonathan A. Obar (Assistant Professor, Faculty of Social Science and Humanities, University of Ontario Institute of Technology). The Keeping Internet Users In the Know of In the Dark report is available here. For a fuller explanation of the criteria and the rubric used for each, please consult the full criteria document. These criteria were originally developed by the IXmaps research project for their 2013 Keeping Internet Users in the Know or in the Dark report.[1] The Centre for Innovation Law and Policy (CILP) assisted with updating them for the 2014-2015 project, including developing the scoring rubric. Where we are aware of any difference in how we have applied these criteria compared to how IXmaps applies these criteria, this is indicated in the chart. For more information about IXmaps, as well as other significant projects engaging with data privacy, please see the project overview. This report frequently makes reference to PIPEDA, the Personal Information Protection and Electronic Documents Act. This is Canadian legislation dealing with the treatment of personal information by companies while carrying on commercial activities. For more on PIPEDA, please see the project overview. Notes:
- The TELUS Mobility Service Terms were consulted (as of January 25, 2015) but did not count towards TELUS’ final score. Part of the evaluation was related to transparency about privacy practices. Therefore, carriers only received credit for information in their privacy materials, on the theory that this was where privacy-minded users would look for privacy-related information. Where including the Service Terms would have made a difference to TELUS’ score, this is noted. The TELUS Mobility Service Terms apply to “the mobility division of TELUS”.
- Koodo is a subsidiary or division of TELUS.
- TELUS indicates that many of its privacy policies and practices apply to Koodo.
- However, Koodo does not explicitly indicate in its privacy materials (or the Koodo Service Terms) that Koodo users should consult TELUS’ materials. (The closest it comes is the bare statement in the Koodo Service Terms that “the mobility division of Koodo” is “a registered business name of TELUS Communications Company” [per “What are the Koodo Service Terms?”]).
- Part of the evaluation was how transparent privacy practices are to a carrier’s users. Therefore, Koodo received no credit for provisions and statements in TELUS materials, since Koodo users would not know to consult TELUS’ material for information relevant to them. See the Koodo report for more.
1. A public commitment to PIPEDA compliance
Full Star: The carrier explicitly indicates that it complies with PIPEDA, or similar applicable legislation, and provides substantive details of its privacy obligations, including that it only transfers personal information to third parties that provide an equivalent level of protection.
Half Star: The carrier only vaguely states that it operates according to applicable legislation or doesn’t mention third party PIPEDA-equivalent protection.
No Star: The carrier makes no indication that it complies with PIPEDA or substantially equivalent privacy legislation.
Score: Full Star
Explanation:
- TELUS explicitly indicates that it complies with the Personal Information Protection and Electronic Documents Act (PIPEDA), its regulations, applicable provincial privacy legislation, and applicable Canadian Radio-television and Telecommunications Commission (CRTC) regulations. It also states that it incorporates the 10 principles of the Canadian Standards Association Model Code for the protection of Personal Information published in 1996 as a National Standard of Canada.
- Although it does not make explicit reference to third-party PIPEDA-equivalent protection, TELUS’ language in Principles 1.3 and 7.2 of the TELUS Privacy Code is sufficient when compared with the language of the PIPEDA principle underlying this criterion (Principle 1 – Accountability) to earn a full star.
- In its 2013 Transparency Report, TELUS notes that PIPEDA is “Applicable law” in the case of certain law enforcement and government organization requests for personal information, specifically: customer names and address checks, emergency calls and Internet child exploitation emergency assistance requests.
Provisions: “Both our Privacy Code and Privacy Commitment reflect the requirements of Canada’s privacy legislation, the Personal Information Protection and Electronic Documents Act, and our own continuing commitment to customer privacy.” – TELUS’ Privacy Commitment to You (Cover page). “The TELUS Privacy Code and the privacy practices described in this Commitment are subject to the provisions of all applicable legislation and regulations.” – TELUS’ Privacy Commitment to You (Footnote 2). “The TELUS Privacy Code incorporates 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 and 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 updated in September 2000 to reflect changes associated with the implementation of the federal privacy legislation referred to above, and subsequently updated to comply with provincial privacy legislation, where applicable.” – TELUS Privacy Code (Cover page). “The objective of the TELUS Privacy Code is to promote responsible and transparent practices in the management of personal information, in accordance with the provisions of the federal Personal Information Protection and Electronic Documents Act and other applicable provincial privacy legislation.” – TELUS Privacy Code (“Introduction”). “The application of the TELUS Privacy Code is subject to the requirements and provisions of Part 1 of the Personal Information Protection and Electronic Documents Act and the regulations thereunder, provincial privacy legislation (where applicable), and any applicable regulations of the Canadian Radio-television and Telecommunications Commission.” – TELUS Privacy Code (“Scope and application”). “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).” – TELUS Privacy Code. “7.2: TELUS shall protect personal information disclosed to third parties by contractual agreements stipulating the confidentiality of the information and the purposes for which it is to be used.” – TELUS Privacy Code. “2. What legislation applies to the protection of customer privacy? TELUS’ telecommunications businesses are governed by the federal Personal Information Protection and Electronic Documents Act (PIPEDA) and by rules prescribed by the CRTC with respect to customer confidentiality.” – TELUS Transparency Report 2013 (“Frequently Asked Questions”). In its 2013 Transparency Report, TELUS notes that PIPEDA is “Applicable law” with regard to the following types of requests:
- Customer name and address checks
- Emergency calls
- Internet child exploitation emergency assistance requests
– TELUS Transparency Report 2013 (“The types of requests TELUS receives”).
2. A public commitment to inform users of all third party data requests
Full Star: The carrier clearly indicates that it will notify a user when it has received a third party request for the user’s information, unless explicitly prohibited from doing so by law.
Half Star: A carrier does not indicate that it will notify users when it receives requests, however it indicates that users may send an inquiry in order to acquire such information.*
*Note: This criterion was applied generously: carriers who indicated users could learn about disclosures of their information were scored a half star.
No Star: The carrier makes no mention of how users may learn of third party requests for their personal information.
Score: Half Star
Explanation:
- TELUS does not indicate that it notifies users when it receives third party data requests, however it indicates that users may send an inquiry to acquire such information.
- TELUS further notes that where it cannot identify organizations to which personal information has been disclosed, it will “provide a list of organizations to which it may have disclosed personal information” (see Principle 9 below).
Provisions: “Principle 9 – Customer and team member access to personal information 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. … 9.3: 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.” – TELUS Privacy Code.
3. Transparency about frequency of third party requests and disclosures
Full Star: The carrier has published, in an annual or semi-annual report or in some other form, statistics regarding:
- The number of requests from third parties, broken down by government (law enforcement, etc.), commercial and non-commercial entities.
- How many requests it complied with.
- How many accounts the requests applied to.
- How many disclosures of information there were.
Half Star: The carrier has published SOME information but leaves many important statistics out.
No Star: The carrier has published no information relating to these types of statistics.
Note: This criterion was edited for ease of use and clarity in presentation here. In highlighting the absence of specific important statistics, we may have applied this criterion more strictly than IXmaps. However, we are not aware of any divergence with IXmaps as to the final score awarded to any carrier.
Score: Half Star
Explanation:
- TELUS published a transparency report in 2013 that included statistics about the frequency of third party requests and disclosures including:
- Approximate number of requests from government and law enforcement.
- Types of requests received, and the associated lawful authority (e.g. warrants or court order). It is not entirely clear whether TELUS includes requests that were rejected for lacking lawful authority (e.g. a request where a court order was required but not provided).
- However, TELUS omits many important statistics. In particular, the 2013 Transparency Report does not include the following statistics:
- Breakdown by government (law enforcement, etc.), commercial and non-commercial entities: it includes law enforcement and government requests only
- Number of requests complied with:
- TELUS estimates 60% of requests accompanied by a court order or subpoena are fully complied with. Regarding the remaining 40%, TELUS does not distinguish between court order/subpoena cases in which partial information is given and those in which no information is given.
- TELUS provides no information about the percentage or number of requests complied with for the other five types of request in its report.
- Number of accounts the requests applied to
- Number of disclosures
Provisions:
– TELUS Transparency Report 2013. “Of the 4,315 orders and subpoenas received in 2013, TELUS provided partial or no information in approximately 40% of the instances*. This was largely due to our limited retention periods which resulted in the requested information no longer being available. In many cases, TELUS challenged an order on the ground that it was either defective or overreaching. Most challenges involved asking a law enforcement agency to reduce the amount of customer information to be provided by TELUS pursuant to the order, so that the agency would receive only the information actually required for its purposes. In some cases, TELUS has gone to court to challenge orders which we believed to be overreaching. *This estimate was derived by sampling records maintained by TELUS’ Corporate Security department.” – TELUS Transparency Report 2013 (“The types of requests TELUS receives: Court Order/Subpoena”).
4. Transparency about conditions for third party data disclosures
Full Star:
(1) The carrier explicitly states the circumstances under which personal information will be disclosed to third parties.
(2) It must make clear what standard must be met by the third party in order for this disclosure to be made (e.g. whether a warrant is required).
(3) It must be clear whether or not a subscriber/user will be notified in the case that his or her information is disclosed to a third party and especially the specific conditions under which such information will be disclosed without consent.
Half Star: The carrier refers to some but not all of (1), (2) and (3) or is vague about them.*
*Note: In order to achieve consistency, this criterion was applied generously: carriers that had some discussion of when disclosure of user information could occur received a half star. A carrier would have had to fail entirely to discuss disclosure to receive no star, which none did. This criterion is likely to be revised and simplified in future years to improve consistent application and permit more meaningful distinctions between carriers.
No Star: The carrier fails to indicate any of (1), (2), or (3).
Note: Our evaluation of this criterion looked at discussion of disclosure to any third party, including sharing with affiliated companies, while IXmaps focused on disclosure when compelled by law. However, both approaches yielded the same score on this criterion.
Score: Half Star
Explanation:
- The TELUS Transparency Report 2013 identifies 6 types of request and the “Applicable law” associated with each.
- Both TELUS’ Privacy Commitment to You and Principle 5.1 of the TELUS Privacy Code list specific circumstances in which personal information may be disclosed.
- Other privacy-related provisions make additional references to when and what kinds of disclosure may and may not occur.
- TELUS came closest to earning a full star on this criterion. However, it did not meet the third requirement (clarity as to whether a user will be notified when their information is disclosed to a third party).
- TELUS’ materials imply it will only notify users when it is actually required to by privacy legislation. However, it was not clear on this point.
- TELUS might have scored higher without this requirement, although a lack of consistency across its many privacy documents might still have kept TELUS from earning a full star.
Provisions: “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 inform you more specifically about our privacy practices. 2 The TELUS Privacy Code does 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”.” – TELUS’ Privacy Commitment to You (Cover Page & Footnote 2). “TELUS will not collect, use or disclose your personal information for any purpose other than those identified in this Commitment, your Customer Service Agreement, or our Service Terms, except with your consent (the “Identified Purposes”). For greater clarity, unless you provide express consent TELUS will not:
- share your personal information with or sell it to third-party marketers; or
- use your personal information to enable third-party targeted advertisements.”
– TELUS’ Privacy Commitment to You (“How do we protect your personal information?”). “Our directory publisher (Yellow Pages Group) makes available lists of published names, addresses and phone numbers to selected organizations for a fee. You may choose to be excluded from these lists (non-published names, addresses and phone numbers are automatically excluded).” – TELUS’ Privacy Commitment to You (“What are your choices?”). “TELUS only uses your personal information as described above, in our Privacy Commitment, or in our Customer Agreements and Service Terms. Unless you provide your express consent, TELUS will not:
- Sell your personal information to third party marketers.
- Use that information to enable third party targeted advertisements.
Moreover, TELUS does not record the content of telephone conversations made across its network (except for voicemails or calls made to our contact centres for the purposes of quality control and training), nor do we collect 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).” – About TELUS’ Privacy Commitment (“What we don’t do”). “The Code does not impose any limits on the collection, use or disclosure of the following information by TELUS:
- A customer’s name, address, telephone number and e-mail address, when listed in a directory or available through directory assistance
- A team member’s name, title, business address (including business e-mail address) or business telephone or fax number
- Other information about the 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.”
– TELUS Privacy Code (“Scope and application”). “Principle 3 – Obtaining consent for collection, use or disclosure of personal information 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 or use personal information without knowledge or consent if it is clearly in the interests of the individual and consent can not 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 seeking the consent of the individual might defeat the purpose of collecting the information, such as in the investigation of a breach of an agreement or a contravention of a federal or provincial law. 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 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.” – TELUS Privacy Code “Principle 5 – Limiting use, disclosure, and retention of personal information TELUS shall not use or disclose personal information for purposes other than those for which it was collected, except with the consent of the individual or as required by law. TELUS shall retain personal information only as long as necessary for the fulfillment of those purposes.” – TELUS Privacy Code “Principle 2 – Identifying purposes for collection of personal information 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 only for the following purposes:
- To establish and maintain responsible commercial relations with customers and to provide ongoing service
- To understand customer needs and preferences
- To develop, enhance, market or provide products and services
- To manage and develop TELUS’ business and operations, including personnel and employment matters
- To meet legal and regulatory requirements.”
– TELUS Privacy Code TELUS’ Privacy Commitment to You, About TELUS’ Privacy Commitment, the Customer Privacy FAQ, and the TELUS Mobility Service Terms all contain similar provisions related to the purposes for which personal information is collected. As these provisions are lengthy, they can be found in Appendix B at the end of this document. Both TELUS’ Privacy Commitment to You and Principle 5.1 of the TELUS Privacy Code list circumstances in which personal information may be disclosed. As these provisions are lengthy, they can be found in full in Appendix A at the end of this document. However, to paraphrase, TELUS indicates it may provide personal information to:
- Someone TELUS is satisfied is the user’s agent or legal representative, or an authorized user on the account
- Other TELUS business units to improve and provide services
- Other telecommunications companies, to provide services
- Companies supplying customers with listing or directory services
- Those hired by TELUS “to perform functions on its behalf, such as research or data processing”
- Credit agencies and collection agencies (to collect money owing to TELUS)
- Public authorities where TELUS reasonably believes there is “imminent danger to life or property”
- TELUS partners and agents “responsible for administering special TELUS offers or programs”
- “third parties in connection with the sale of parts of our business, the sale or securitization of assets, or the merger or amalgamation of part or all of our business with other entities. Since customer and account information will normally be a part of such transactions, we may use or disclose such information to other parties included in the transaction, as part of due diligence and/or on completion of the transaction”
- A third party where “required or authorized by law”
The TELUS Mobility Service Terms have a similar provision. In the TELUS Mobility Service Terms, the provision gives a closed list of circumstances in which disclosure of information other than user name and address can occur without consent. The list is very similar to those found in the privacy materials (and summarized above), with the addition of disclosure to “[a] law enforcement agency if TELUS reasonably believes that you or anyone using your device is engaged in fraudulent or unlawful activities against TELUS.” The list does not include several of the circumstances listed in the TELUS Privacy Code and TELUS’ Privacy Commitment to You, suggesting either that the TELUS Mobility Service Terms are in error or that these circumstances require user consent for disclosure. Note that the TELUS Mobility Service Terms are not formally included in TELUS’ evaluation, and in any event would not have changed TELUS’ score on this criterion. The full text of the relevant provision can be found in Appendix A at the end of this document. The TELUS Transparency Report 2013 identifies 6 types of request and the “Applicable law” associated with each:
1. Court Order/Subpoena (Applicable law: Criminal Code of Canada)
2. Court orders to comply with a Mutual Legal Assistance Treaty (MLAT) request (Applicable law: The Mutual Legal Assistance in Criminal Matters Act)
3. Customer Name and Address Checks (Applicable law: PIPEDA and “CRTC rules with respect to customer confidentiality”)
- Note that TELUS’ discussion of this type of request states: “in light of the recent decision of the Supreme Court of Canada in the case of R. v. Spencer, TELUS… now requires a court order for customer name and address information, except in an emergency or where the information is published in a directory.”
4. Emergency Calls (PIPEDA and “CRTC rules with respect to customer confidentiality”)
5. Internet Child Exploitation Emergency Assistance Requests (Applicable law: PIPEDA and Criminal Code of Canada)
- Note that TELUS’ discussion of this type of requests states: “the Supreme Court of Canada in the Spencer case… has ruled that [disclosure of user name and address related to investigations of online child sexual exploitation] requires a court order, except in an emergency. Accordingly, TELUS has amended its practices in this regard.”
6. Legislative Demands (Applicable law: “Any federal or provincial legislation that authorizes a government body to request information from TELUS”)
The Report provides a “Description” of each type of request that provides further explanation of how each type works. As the discussion is lengthy, the full text can be found in Appendix A at the end of this document. “When does TELUS fulfil requests for customer information? TELUS will provide customer information to law enforcement agencies or other government organizations where authorized or permitted by our service terms, customer Privacy Commitment, a valid court order or other applicable laws. More than half of the disclosure requests we received in 2013 related to emergency situations. The information provided ranged from simply providing the street address of a customer who called 911, to more complex information requests such as locating a wireless device belonging to someone who was lost or in difficulty.” – TELUS Transparency Report 2013. “What is the process for responding to information requests? TELUS has a process for carefully assessing information requests received from law enforcement agencies and other government organizations:
- A request is received and logged by TELUS’ Corporate Security department.
- A specially trained and authorized TELUS Security team representative reviews the request to ensure it has been correctly prepared and is legally valid. In the case of emergency calls, this involves obtaining confirmation that the situation involves an imminent risk to an individual’s life, health or security.
- If the representative has any concerns, those concerns are brought to the attention of a supervisor, TELUS’ legal department, or the agency or organization, as appropriate, for resolution.
- Once the representative is satisfied that the request is valid, they will take appropriate steps to properly respond to the information request. For example, this could include searching relevant TELUS databases for the requested information.
– TELUS Transparency Report 2013.
5. An explicitly inclusive definition of ‘personal information’
Full Star: The carrier explicitly states all forms of data that fall under ‘personal information’. This should include subscribers/users’ IP addresses, IMSI/IMEI numbers, or MAC addresses, as well as their userIDs, meta-data (e.g. who subscriber communicated with, when and where this communication occurred), browser history (pages accessed, date of access, location when accessed), personal account information, credit card information etc.
Half Star: The carrier only implicitly states forms of data included in a definition of ‘personal information’, and/or provides a definition which (a) incorporates a closed list of what constitutes personal information that (b) excludes one or more of IP addresses, IMSI/IMSEI numbers, MAC addresses, userIDs, meta-data, browser history, personal account information, or credit card information.
No Star: The carrier gives no definition of ‘personal information’.Note: IP addresses, IMSI/IMEI numbers and MAC addresses are all used to identify individual devices connected to the Internet. This information could be used to identify individuals and track their locations. For more information, click here.
Score: Half Star
Explanation:
- TELUS provides definitions of “personal information” in its privacy materials which include examples.
- Although the examples are not a closed list, key elements required to do well on this criterion are not included. For example, there is no reference to IP addresses. (There is a reference to IP addresses in the TELUS Transparency Report 2013, where the retention period for this information is given. However, while this implies TELUS likely considers IP addresses personal information, it is not included in any of TELUS’ definitions of personal information.)
- TELUS also indicates some personal information it does not collect: contents of phone calls (other than voicemails and calls to TELUS’ call center), browser history (except visits to TELUS’ own websites), Internet search history, and information about the content of applications the user has used.
Provisions: “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).”
– Customer Privacy FAQ. “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.” – Customer Privacy FAQ. “Personal information – Information about an identifiable customer or team member, but does not include aggregated information that cannot be associated with a specific individual. For a customer, such information includes a customer’s credit information, billing records, service and equipment, and any recorded complaints. For a team member, such information includes information found in personal employment files, performance appraisals, and medical and benefits information, but does not include the team member’s name, title, business address (including business e-mail address) or business telephone or fax numbers. Information about sole proprietors or partners is only considered to be “personal information” for purposes of the TELUS Privacy Code 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.” – TELUS Privacy Code (“Definitions”). “What we don’t do TELUS only uses your personal information as described above, in our Privacy Commitment, or in our Customer Agreements and Service Terms. Unless you provide your express consent, TELUS will not:
- Sell your personal information to third party marketers.
- Use that information to enable third party targeted advertisements.
Moreover, TELUS does not record the content of telephone conversations made across its network (except for voicemails or calls made to our contact centres for the purposes of quality control and training), nor do we collect 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).” – About TELUS’ Privacy Commitment. “Moreover, TELUS does not collect information about the websites you viewed (except visits to our own websites, which we use to optimize our TELUS web properties), your Internet search history or the content of the applications you use.” – TELUS’ Privacy Commitment to You (“How do we protect your personal information?”). “1. How long does TELUS keep my information? TELUS keeps customer information only as long as necessary to comply with the law and to fulfill our business purposes. For example … TELUS retains logs of Internet Protocol (IP) addresses for a period of 90 days for network management purposes.” – TELUS Transparency Report 2013 (“Frequently Asked Questions”).
6. The normal retention periods for personal information
Full Star: The carrier discloses how long personal information is routinely retained for, specifying retention time periods for each data type.
Half Star: The carrier only states the retention period for limited types of information. For example, a company may state that it retains consumers’ browsing history for 2 weeks, but provides no information on call log retention.
No Star: The carrier either provides no information on data retention periods OR provides a statement so vague as to not inform the consumer beyond what PIPEDA requires. For instance, “[Our company] shall retain personal information only as long as necessary for the fulfillment of the purposes for which it was collected.” (Example wording is from Bell’s privacy policy.)
Score: Half Star
Explanation:
- In addition to stating that it keeps information as long as necessary for the fulfilment of the purposes for which it was collected, to comply with the law, and to fulfill their business purposes (which statement does not inform the user beyond PIPEDA requirements), TELUS states, in the TELUS Transparency Report 2013, the retention period for specific (though limited) types of information:
- Bills
- Call detail records
- Logs of IP addresses.
- TELUS’ provision of the retention period for three specific types of information made it the strongest carrier on this criterion.
- TELUS also indicates some personal information it does not collect at all: contents of phone calls (other than voicemails and calls to TELUS’ call center), browser history (except visits to TELUS’ own websites), Internet search history, and information about the content of applications the user has used. Note, however, that this discussion is separate from the discussion of retention periods (and is not something IXmaps considered in their evaluation).
- However, the normal retention periods for certain important information is still missing: text messages, for example, and customer financial information.
Provisions: “Principle 5 – Limiting use, disclosure, and retention of personal information TELUS shall not use or disclose personal information for purposes other than those for which it was collected, except with the consent of the individual or as required by law. TELUS shall retain personal information only as long as necessary for the fulfillment of those purposes. … 5.4: TELUS shall keep personal information only as long as it remains 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 necessary or relevant for the identified purposes or required by law to be retained. Such information shall be destroyed, erased or made anonymous.” – TELUS Privacy Code. “1. How long does TELUS keep my information? TELUS keeps customer information only as long as necessary to comply with the law and to fulfill our business purposes. For example, TELUS retains copies of customer bills for approximately seven years to satisfy legal requirements. TELUS also retains call detail records for billable calls made by our customers on our network for a period of up to 14 months for network management and billing purposes. As another example, TELUS retains logs of Internet Protocol (IP) addresses for a period of 90 days for network management purposes.” – TELUS Transparency Report 2013 (“Frequently Asked Questions). “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).”
– Customer Privacy FAQ “1. What personal information do we collect?”). “Moreover, TELUS does not record the content of telephone conversations made across its network (except for voicemails or calls made to our contact centres for the purposes of quality control and training), nor do we collect 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).” – About TELUS’ Privacy Commitment (“What we don’t do”). “Moreover, TELUS does not collect information about the websites you viewed (except visits to our own websites, which we use to optimize our TELUS web properties), your Internet search history or the content of the applications you use.” – TELUS’ Privacy Commitment to You (“How do we protect your personal information?”).
7. Transparency about where personal information is stored and/or processed
Full Star: The carrier clearly indicates the storage and/or processing locations of user’s data and whether data storage and/or processing has been outsourced to a foreign company. This should include whether data may be stored in, or otherwise subject to other jurisdictions, what those jurisdictions are, and what sort of disclosure such data may be subject to.
Half Star: The carrier only indicates that there is a possibility that data may be stored and/or processed subject to a foreign jurisdiction. No jurisdiction is noted or details are not provided.
No Star: The carrier fails to clearly indicate whether or not data may be stored and/or processed such that it may be subject to a foreign jurisdiction.
Score: Half Star
Explanation:
- TELUS mentions that personal information may be stored and processed outside Canada, and “may be available to government agencies under applicable law” but without providing any details on specific jurisdictions.
- Note that TELUS does not highlight the fact that information stored and processed outside Canada may be subject to the laws of other jurisdictions.
Provisions: “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 government agencies under applicable law.” – TELUS’ Privacy Commitment to You (“How do we protect your personal 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 government agencies under applicable law.” – TELUS Privacy Code. The TELUS Mobility Service Terms indicate that “You acknowledge that while roaming outside Canada the storage, treatment and transfer of your personal information and data may be subject to regulation different from the regulation in Canada.” Note that the TELUS Mobility Service Terms were not formally included in TELUS’ evaluation, however, and in any event would not have changed TELUS’ score on this criterion.
8. Transparency about where personal information is routed
Full Star: The carrier clearly indicates whether Canadians’ personal domestic communication data might be routed through the United States or otherwise subject to foreign jurisdiction while in transit. It clearly indicates the geographical locations where domestic communication is routed and what jurisdictions it is subject to. Similarly, it indicates whether or not communications with third countries is subject to U.S. jurisdiction.
Half Star: The carrier is vague about the geographical locations or jurisdictional exposure of personal data routing.
No Star: The carrier gives no indication of the geographical locations or jurisdictions where personal data is routed.
Score: No Star
Explanation:
- TELUS gives no indication as to the geographical locations or jurisdictions through which personal data is routed.
Provisions: None
9. Domestic Canadian routing when possible
Full Star: The carrier clearly states on its privacy pages a policy of domestic Canadian routing when possible, and indicates the concrete measures it takes to achieve this goal. A carrier that verifiably peers openly at all the Canadian IXPs in its service region(s) will also receive a full star. Only Canadian carriers are eligible for a full star, as foreign carriers by definition subject the data they carry to non-Canadian jurisdictions.
Half Star: The carrier is vague about its policies for ensuring Canadian routing of domestic traffic and the measures it takes to ensure this. In the absence of a clear policy statement, a carrier (whether Canadian or foreign) that peers openly at some but not all Canadian public IXPs in its operating regions will earn a half star.
No Star: The carrier gives no indication of any policy or concrete measures to promote domestic routing when possible, nor does it peer openly at any Canadian public IXPs.
Note: Due to minor changes in wording during the evaluation process, we may have applied this criterion more strictly than IXmaps. However, we are not aware of any divergence with IXmaps as to the final score awarded to any carrier.
Score: No Star
Explanation:
- TELUS gives no indication that it promotes domestic routing where possible.
- TELUS has been invited to the Calgary Internet Exchange (http://yycix.ca/), but as of January 25, 2015, had not accepted the invitation.
- TELUS does not peer openly at any Canadian Public IXPs as of January 25, 2015. In addition to the Calgary Internet Exchange, the IXPs reviewed were:
- Manitoba Internet Exchange: http://www.mbix.ca/
- Échange Internet de Montréal: http://www.qix.ca/en/
- Toronto Internet Exchange: http://www.torix.ca/
- Ottawa Internet Exchange: http://www.ottix.net/
- Halifax Internet Exchange: http://hfxix.ca/
Provisions: None For an explanation of IXPs and open and conditional peering, see the project overview.
10. Open advocacy for user privacy rights
Full Star: The carrier makes clear reference on its privacy pages to its support for user privacy rights via at least one of the following:
- Involvement in public debates over mass state surveillance;
- Involvement in privacy or surveillance related legislative initiatives (e.g. the current Bill C-13 on lawful access);
- Defending user privacy rights in court; or
- Ties to advocacy organizations or initiatives promoting user privacy rights.
Half Star: The carrier has defended user privacy rights politically, in court or legislatively, but there is no reference to this in its privacy pages. No Star: There is no readily available public evidence that the carrier has taken a positive pro-privacy position in any of the above areas. Note: While this criterion was edited for ease of use and clarity in presentation here, we are not aware of any divergence with IXmaps with regard to application.
Score: Full Star
Explanation:
- TELUS has fought for privacy rights at the Supreme Court of Canada (SCC) (R v TELUS Communications Co. 2013 SCC 16). This case was referred to in the 2013 Transparency Report which is linked directly from the TELUS Privacy Page.
- TELUS updated its policies after the Supreme Court ruling in R v Spencer, 2014 SCC 43, (a case about online privacy and disclosure by ISPs) to require court orders in more disclosure situations. It highlighted this change in the TELUS Transparency Report 2013. Although Spencer could be said to require this change, not all companies have made such a declaration, and the recently-passed Bill C-13 removes liability for carriers who voluntarily disclose customer information where the law does not prohibit such disclosure. (For discussion, see Alex Boutilier & Paul McLeod, “Supreme Court ruling hasn’t stopped police from warrantless requests for data” The Toronto Star (17 September 2014), online: <http://www.thestar.com>[2] and Christine Dobby, “Rogers to require warrants for police requests” The Globe and Mail (16 July 2014), online: <http://www.theglobeandmail.com>[3])
- TELUS also refers in the TELUS Transparency Report 2013 to a practice of challenging court orders in some circumstances. However, these statements alone – in the absence of the references to R v TELUS and to TELUS’ policy change post-Spencer – would likely have been too vague to merit a full star.
- TELUS (alongside Rogers) is also currently fighting a “tower dump” order, involving information about 40,000-50,000 TELUS and Rogers customers, in R v Rogers Communications Partnership, 2014 ONSC 3853, but this is not (yet) mentioned in its privacy materials. TELUS should refer to this case in its 2014 Transparency Report.
Provisions and other sources: “When will TELUS challenge a court order? TELUS will challenge any court order that we believe goes beyond what a judge is authorized to order under applicable legislation, such as the Criminal Code. For example, TELUS recently challenged a general court order obtained by a law enforcement agency requiring the provision of text message data on a nearly real-time basis, and successfully pursued the matter all the way to the Supreme Court of Canada. The resulting Supreme Court decision enhanced the privacy rights of TELUS customers and other Canadians. – TELUS Transparency Report 2013. This is referring to the case R v TELUS Communications Co. 2013 SCC 16. See further discussion of this case below. “In many cases, TELUS challenged an order on the ground that it was either defective or overreaching. Most challenges involved asking a law enforcement agency to reduce the amount of customer information to be provided by TELUS pursuant to the order, so that the agency would receive only the information actually required for its purposes. In some cases, TELUS has gone to court to challenge orders which we believed to be overreaching.” – TELUS Transparency Report 2013 (“The types of requests TELUS receives: Court Order/Subpoena”). “4. How do you strike the right balance between protecting your customers’ privacy rights and fulfilling these information requests? We take great care to safeguard personal information and ensure that our customers’ privacy and confidentiality are preserved wherever possible. While some people may think that telecommunications companies hand over customer information to law enforcement agencies and government organizations without question, TELUS challenges information requests when we believe the request goes beyond what is lawful. We only release confidential customer information when we are satisfied it is appropriate to do so.” – TELUS Transparency Report 2013 (“Frequently Asked Questions”). References to post-Spencer policy change: “[I]n light of the recent decision of the Supreme Court of Canada in the case of R. v. Spencer, TELUS… now requires a court order for customer name and address information, except in an emergency or where the information is published in a directory.” – TELUS Transparency Report 2013 (“The types of requests TELUS receives: Customer Name and Address Checks”). “[T]he Supreme Court of Canada in the Spencer case… has ruled that [disclosure of user name and address related to investigations of online child sexual exploitation] requires a court order, except in an emergency. Accordingly, TELUS has amended its practices in this regard.” – TELUS Transparency Report 2013 (“The types of requests TELUS receives: Internet Child Exploitation Emergency Assistance Requests”). R v TELUS Communications Co., 2013 SCC 16:
- TELUS challenged police’s use of a general warrant to require production of ongoing and future text messages.
- The messages in question had not yet been sent or received at the time of the law enforcement request: police were asking TELUS to produce, daily or nearly so, messages sent or received by two users over a then-upcoming period of time (as well as user information identifying the senders and recipients of the messages to and from these users).
- TELUS argued this amounted to an interception of private communications (even though the texts would technically be retrieved from where they were stored by TELUS in a computer database) meaning police needed authorization under the Criminal Code’s wiretap authorization provisions.
- The SCC quashed the general warrant.
- It is worth noting, however, that the case arose in part because of TELUS’ unusual storage and transmission practices: other carriers do not (or at least, at the time, did not) store text messages in computer databases as part of the transmission process.
- In addition, the case revealed that, at least at the time, TELUS retained text messages for 30 days, unlike other service providers. (TELUS is legally allowed to do this, and evidently said the purpose was “troubleshooting customer problems”: 2013 SCC 16 at paragraph 58.)
– Information from R v TELUS Communications Co., 2013 SCC 16 (available on CanLII). For a discussion of the case, see Christine Dobby, “Supreme Court quashes general search warrant for future text messages”, Financial Post (27 March 2013) <http://www.financialpost.com>.[4] Regarding the “Tower Dump” Order (R v Rogers Communications Partnership, 2014 ONSC 3853):
- The Peel Regional Police obtained a “tower dump” production order for the information of TELUS and Rogers customers attempting connections through any of 21 TELUS towers or 16 Rogers towers.
- 40,000-50,000 persons could be affected.
- The goal was “to further an investigation by identifying persons using cell phones in the vicinity of known criminal activity.” (R v Rogers Communications Partnership, 2014 ONSC 3853 at paragraph 1).
- TELUS and Rogers applied to quash the orders under s. 24(1) of the Canadian Charter of Rights and Freedoms: “Anyone whose rights or freedoms, as guaranteed by this Charter, have been infringed or denied may apply to a court of competent jurisdiction to obtain such remedy as the court considers appropriate and just in the circumstances.”
- “Rogers and Telus brought their Charter applications asserting the general proposition that production orders are obtained without due regard for the privacy interests of their customers. Litigating that issue, they submit, will provide guidance to the police and telecommunications industry in the future.” (R v Rogers Communications Partnership, 2014 ONSC 3853 at paragraph 24).
- Cell towers record whenever a user makes or attempts a communication (including a call, text, or email). Towers in cities cover 1-2 kilometres, and in the country 10-25 kilometres.
- The information provided under the orders would include, for all users making or attempting a communication:
- Which tower they were using,
- Their name and address, and
- Their billing information, possibly including banking and credit card information.
- Where the recipient of a communication was also a TELUS or Rogers subscriber, that person’s information, including the tower they were using, would also need to be provided.
- The orders did not include:
- How the information would be safeguarded.
- Restrictions on the use of the information (i.e. it could be kept and used in other investigations).
- The Peel Regional Police successfully applied to revoke the original order saying they would be satisfied with a more limited order. (Whether their application for this second order was successful is not clear.)
- However, the Charter challenge to the original orders will proceed.
– Information from R v Rogers Communications Partnership, 2014 ONSC 3853 (available on CanLII). “Telus issued an emailed statement Friday that said the Vancouver-based company only provides confidential customer information to law enforcement agencies or other third parties in response to valid court orders or other applicable law. “Importantly, as we have done in this case, TELUS will contest orders we believe overreach in order to protect the privacy rights of our customers and other Canadians,” the statement said” – David Paddon (The Canadian Press), “Ontario judge to examine Telus-Rogers’ Charter of Rights challenge”, The Toronto Star (25 July 2014), online: The Toronto Star <http://www.thestar.com/>.[5] Google searches used in seeking public evidence of a pro-privacy position (The most recent search date is given next to each search term. Material up to 5 years old was reviewed.)
- TELUS “user privacy” (January 23, 2015).
- Telus “privacy” (January 23, 2015).
- TELUS privacy (January 25, 2015).
- TELUS “customers’ privacy” (January 23, 2015).
- TELUS transparency (January 25, 2015).
- TELUS “personal information” (January 25, 2015).
- TELUS “customer information” (January 25, 2015).
- TELUS “subscriber information” (January 25, 2015).
- TELUS disclosure (January 25, 2015).
- TELUS “lawful access” (January 25, 2015).
- TELUS “warrant” (January 25, 2015).
- TELUS “legal authority” (January 25, 2015).
- TELUS “Bill C-13” (January 25, 2015).
- TELUS “Supreme Court” (February 6, 2015).
Searches used in seeking case law where TELUS defended user privacy rights in Canadian courts (The most recent search date is given next to each search term. Material up to 5 years old was reviewed.) Westlaw Canada:
- Telus less TWU back to 01/01/2010 (January 25, 2015).*
Quicklaw:
- TELUS Communications in Case Name, for Previous 5 years (January 25, 2015).
- “TELUS Communications” & intervener for Previous 5 years (January 25, 2015).
CanLii:
- "TELUS Communications" January 25, 2015
*Note: “TWU” was excluded because of the high volume of results produced by searching “Telus” alone. TWU stands for Telecommunications Workers Union, and was excluded with the goal of excluding labour disputes from the results.
Appendix A: Provisions related to Transparency about conditions for third party data disclosures (Criterion #4)
“When do we disclose personal information?
- There are a variety of circumstances where we may need to disclose some personal information about our customers. Subject to applicable CRTC regulations, we may disclose personal information, on a confidential basis with the information to be used only for the purpose for which it was disclosed, to:
- a person seeking information as an agent of a customer, such as a customer’s legal representative, or as an authorized user under his or her account, if we are satisfied that the person is authorized to receive the information;
- other TELUS business units to help us serve our customers better and to provide them with services from different parts of our company;
- another telecommunications company for the efficient and cost-effective provision of telecommunications services, such as the information required to facilitate the porting of services between carriers;
- a company involved in supplying a customer with telecommunications or directory related services, for example, Yellow or White Page listings;
- a company or individual hired by TELUS to perform functions on its behalf, such as research or data processing;
- a third party to evaluate a customer’s creditworthiness or to collect an account;
- a credit-reporting agency;
- a public authority or agent of a public authority if, in the reasonable judgment of TELUS, it appears that there is imminent danger to life or property which could be avoided or minimized by disclosure of the information. If a customer dials 911, for example, we will provide the customer’s name, telephone number, address and other location information to the emergency agency;
- our program partners or to third-party agents responsible for administering special TELUS offers or programs;
- third parties in connection with the sale of parts of our business, the sale or securitization of assets, or the merger or amalgamation of part or all of our business with other entities. Since customer and account information will normally be a part of such transactions, we may use or disclose such information to other parties included in the transaction, as part of due diligence and/or on completion of the transaction; or
- a government institution or other third party in response to a court order or if otherwise required or authorized by law.”
– TELUS’ Privacy Commitment to You (“When do we disclose personal information?”). “Principle 5 – Limiting use, disclosure, and retention of personal information TELUS shall not use or disclose personal information for purposes other than those for which it was collected, except with the consent of the individual or as required by law. TELUS shall retain personal information only as long as necessary for the fulfillment of those purposes. 5.1: Subject to applicable CRTC regulations, TELUS may disclose a customer’s personal information, on a confidential basis with the information to be used only for the purpose for which it was disclosed, to:
- a person seeking information as an agent of a customer, such as a customer’s legal representative or as an authorized user under his or her account, if TELUS is satisfied that the person is authorized to receive the information;
- other TELUS business units to help TELUS serve its customers better and to provide them with services from different parts of the company;
- another telecommunications company for the efficient and cost-effective provision of telecommunications services;
- a company involved in supplying a customer with telecommunications or directory-related services;
- a company or individual hired by TELUS to perform functions on its behalf, such as research or data processing;
- a third party to evaluate a customer’s creditworthiness or to collect an account;
- a credit-reporting agency;
- a public authority or agent of a public authority if, in the reasonable judgment of TELUS, it appears that there is imminent danger to life or property which could be avoided or minimized by disclosure of the information. If a customer dials 911, for example, TELUS will provide the customer’s name, telephone number, address and other location information to the emergency agency;
- TELUS’ program partners or third-party agents responsible for administering special TELUS offers or programs;
- third parties in connection with the sale of parts of TELUS’ business, the sale or securitization of assets, or the merger or amalgamation of part or all of TELUS’ business with other entities. Since customer and account information will normally be a part of such transactions, TELUS may use or disclose such information to other parties included in the transaction, as part of due diligence and/or on completion of the transaction; or
- a government agency or other third party, if required to meet legal and regulatory requirements.”
– TELUS Privacy Code. “The types of requests TELUS receives:
- Court Order/ Subpoena:
- Description: An order or subpoena is a legal demand signed by a judge directing TELUS to provide customer information. The information may be associated with any of our TELUS services, including wireline, wireless or Internet. Most orders and subpoenas require TELUS to provide historic information, such as telephone records. A small minority of the court orders require TELUS to provide real-time information; for example, the content of a telephone call (by means of a wiretap) or the location of a cell phone. Court orders obtained by law enforcement agencies are often referred to as “warrants”.
Of the 4,315 orders and subpoenas received in 2013, TELUS provided partial or no information in approximately 40% of the instances*. This was largely due to our limited retention periods which resulted in the requested information no longer being available. In many cases, TELUS challenged an order on the ground that it was either defective or overreaching. Most challenges involved asking a law enforcement agency to reduce the amount of customer information to be provided by TELUS pursuant to the order, so that the agency would receive only the information actually required for its purposes. In some cases, TELUS has gone to court to challenge orders which we believed to be overreaching.
*This estimate was derived by sampling records maintained by TELUS’ Corporate Security department.
-
- Applicable law: Criminal Code of Canada.
- Court orders to comply with a Mutual Legal Assistance Treaty (MLAT) request:
- Description: These requests take the form of a court order issued by a Canadian court pursuant to the Mutual Legal Assistance in Criminal Matters Act. Typically, these are requests for aid from a law enforcement agency in another country related to a criminal investigation, and require an order from a Canadian court. We don’t respond to requests that come directly from foreign agencies, but will provide information if ordered to by a Canadian court.
- Applicable law: The Mutual Legal Assistance in Criminal Matters Act.
- Customer Name and Address Checks:
- Description: Requests to provide basic customer information, such as customer name and address. These are usually done in order to identify an individual associated with a telephone number. Previously, it was understood that such disclosure was permitted under Canadian law and TELUS’ service terms. However, in light of the recent decision of the Supreme Court of Canada in the case of R. v. Spencer, TELUS has changed its practice and now requires a court order for customer name and address information, except in an emergency or where the information is published in a directory.
- Applicable law: Personal Information Protection and Electronic Documents Act (PIPEDA), CRTC rules with respect to customer confidentiality; see also applicable TELUS Service Terms and customer Privacy Commitment.
- Emergency Calls:
- Description: These are usually urgent requests for help locating or assisting an individual where their life, health or security is at risk. For example, TELUS will provide police or other emergency responders with location information for a wireless device belonging to someone who is lost or in danger. In these cases we only provide the information needed to respond to the emergency.
TELUS is the incumbent local exchange carrier (the traditional home phone service provider) in British Columbia, Alberta and Eastern Quebec and is responsible for providing technical support for 911 services in those areas. TELUS handles a large number of calls from 911 call centers (32,618 in 2013) and local police and other emergency responders (24,130 in 2013) in order to support 911 and emergency services.
-
- Applicable law: PIPEDA and CRTC rules with respect to customer confidentiality.
- Internet Child Exploitation Emergency Assistance Requests:
- Description: In response to police requests, TELUS disclosed the name and address of a customer using an IP address to help the police investigate a case of online child sexual exploitation. Previously, it was understood that such disclosure without a court order was permitted under Canadian law and TELUS’ service terms. However, the Supreme Court of Canada in the Spencer case (referred to above) has ruled that such disclosure requires a court order, except in an emergency. Accordingly, TELUS has amended its practices in this regard.
- Applicable law: PIPEDA, Criminal Code of Canada.
- Legislative Demands:
- Description: A request for information by a government body, where TELUS is required by applicable legislation to provide the information. For example, pursuant to the Income Tax Act, the Canada Revenue Agency may require TELUS to disclose certain customer information.
- Applicable law: Any federal or provincial legislation that authorizes a government body to request information from TELUS”
– TELUS Transparency Report 2013. (Note that TELUS presents this information in a table. It has been reformatted here but the content has not been otherwise altered.) “All information that TELUS keeps with respect to you and your service, other than your name and address, is confidential. Unless you provide your express consent or unless disclosure is required under the law, your information may not be disclosed by TELUS to anyone, other than:
- You or a person who, in the reasonable judgement of TELUS, is seeking the information as your agent;
- Another telecommunications company, but only if the information is used to establish or to efficiently provide telecommunications service, if the disclosure is made on a confidential basis, and if the information is used solely for that purpose;
- An affiliate involved in supplying you with telecommunications and/or broadcasting services, provided the information is required for that purpose and disclosure is made on a confidential basis with the information used only for that purpose;
- A directory or listing service company for the purpose of listing your name, address and phone number if you consent and if that company agrees to use the information only for that purpose;
- An agent used by TELUS to evaluate your credit or collect outstanding balances owed to TELUS by you, if the agent requires the information and agrees to use the information only for that purpose;
- A public authority or its agent if TELUS reasonably believes that there is imminent danger to life or property that could be avoided or minimized by disclosure of the information;
- A law enforcement agency if TELUS reasonably believes that you or anyone using your device is engaged in fraudulent or unlawful activities against TELUS.
By “express consent”, we mean:
- Written consent;
- Oral confirmation verified by an independent third party;
- Electronic confirmation through the use of a toll-free number;
- Electronic confirmation via the Internet;
- Oral consent, where an audio recording of the consent is retained by TELUS; or
- Consent through other methods, as long as an objective documented record of your consent is created by you or by an independent third party.
For complete details about our legal obligations and liabilities with respect to your privacy, please refer to the TELUS Privacy Policy available at TELUSmobility.com/privacy. TELUS’ liability for disclosure of information contrary to these TELUS Service Terms is not limited by the limitation of liability set out above. You may inspect any TELUS records related to the provision of your service, provided that you pay TELUS’ related extraordinary costs. You may request that your name and address not be included on any list provided to any other person or used by TELUS. Subject to the above, you agree that TELUS may collect, use and dispose personal information about you for the purposes identified in the TELUS Privacy Commitment as it may be amended from time to time. You can view this commitment at telusmobility.com/privacy. You also authorize TELUS to obtain information about your credit history from credit reporting agencies and credit grantors (including other TELUS companies) from time to time, and consent to the disclosure of your credit history with TELUS to them at any time.” – TELUS Mobility Service Terms. (Note that the TELUS Mobility Service Terms and this provision were not formally a part of TELUS’ evaluation.)
Appendix B: Provisions related to purposes for which information is collected
(Relevant to Criterion #4 [Transparency about conditions for third party data disclosures])
“Why do we collect personal information?
- If you are a TELUS customer, TELUS has some basic information about you. We understand that some of this information is private, which is why we collect personal information only for the following purposes:
- To establish and maintain a responsible commercial relationship with you and to provide ongoing service. For example, when you apply for services, we collect information that allows us to confirm your identity and credit history so that we can accurately bill and collect for the products and services that you receive from us. We may collect credit card or bank account information if you prefer the convenience of pre-authorized payment for services.
- To understand your needs and preferences. We maintain a record of the products and services you receive from us, and we may ask for additional information so that we can serve you better. For example, we will ask for your email address, if you wish to pay your bills electronically.
- To develop, enhance, market or provide products and services. For example, we look at how our customers use our products and services, so that we can understand how to improve them. From time to time, we may review and analyze your use of our products and services to help us provide better product recommendations and special offers that we think will interest you.
- To manage and develop our business and operations. For example, we analyze customer usage of our networks and facilities to help us manage them efficiently and plan for future growth. Telephone calls to or from TELUS service representatives may be monitored or recorded for quality assurance purposes.
- To meet legal and regulatory requirements. For example, we may collect information in response to a court order, or to satisfy a request by the Canadian Radio-television and Telecommunications Commission, herein referred to as the CRTC, for information about a customer complaint and how it was resolved.” – TELUS’ Privacy Commitment to You.
“What we do TELUS collects and uses some personal information about you, the products and services we provide to 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 high-speed internet usage data to improve network reliability and modem 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.”
– About TELUS’ Privacy Commitment. “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.” – Customer Privacy FAQ.
“Why does TELUS collect my personal information?
- We collect your information to:
- Establish and maintain a commercial relationship with you and provide ongoing service;
- Understand your needs and preferences;
- Develop, enhance, market or provide products and services;
- Manage and develop our business and operations;
- Meet legal and regulatory requirements.”
– TELUS Mobility Service Terms. (Note that the TELUS Mobility Service Terms and this provision were not formally a part of TELUS’ evaluation.)
Appendix C: Sources
TELUS’ Privacy Commitment to You
- Applies 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, Black’s and PC Mobile” (per Endnote 1 in TELUS’ Privacy Commitment to You).
- TELUS’ Privacy Commitment to You specifies it does not apply to TELUS Health (per Endnote 1).
- TELUS’ Privacy Commitment to You specifies that the TELUS Privacy Code does not apply to “TELUS corporate customers. … such information is protected by other TELUS policies and practices and through contractual arrangements.” (per Endnote 2). This implies that TELUS’ Privacy Commitment to You also does not apply to corporate customers, although this is not stated.
- Last consulted January 25, 2015.
TELUS Privacy Code
- Applies to: “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, Black’s and PC Mobile” (per the definition of “TELUS”).
- The TELUS Privacy Code specifies it does not apply to TELUS Health (per “Introduction,” “Scope and application,” and the definition of “TELUS”).
- The TELUS Privacy Code specifies it “does not apply to information regarding TELUS’ corporate customers; however, such information is protected by other TELUS policies and practices and through contractual arrangements.” (per “Scope and application”), however “[i]nformation about sole proprietors or partners is… considered to be “personal information” for purposes of the TELUS Privacy Code if it is information about the individuals themselves, as distinct from information about their businesses.” (per the definition of “Personal Information”).
- Last consulted January 25, 2015.
TELUS Transparency Report 2013
- Applies to: “TELUS’ telecommunications businesses, including wireline, wireless and Internet.” (per the cover page).
- Last consulted January 25, 2015.
About TELUS’ Privacy Commitment
- About TELUS’ Privacy Commitment does not specify its application. However, it does state that:
- That TELUS’ Privacy Commitment to You “continues to extend across our brands” which “ “[i]nclud[e] TELUS Mobility, TELUS Quebec, Koodo, Black’s and PC Mobile” (per “What’s new?” and Footnote 1).
- That TELUS’ Privacy Commitment to You does not extend to TELUS Health (per Footnote 1).
- It has been assumed for the purposes of this report that About TELUS’ Privacy Commitment applies to the same entities as TELUS’ Privacy Commitment to You.
- Last consulted January 25, 2015.
About TELUS: Privacy
- This document is a landing page that links to TELUS’ privacy materials. It does not specify what is included in “TELUS” as it uses the term. However, it does not contain provisions that were relied on in this report.
- Last consulted January 25, 2015.
Customer Privacy FAQ
- The Customer Privacy FAQ does not specify its application. However, reading the document makes it clear that it applies to TELUS wireless services, among others. For instance, it gives as an example of personal information that may be collected: “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”. (per “What personal information do we collect?”).
- Last consulted January 25, 2015.
Press Release Archive on TELUS website back to 2009: http://about.telus.com/community/english/news_centre/news_releases
- Last consulted January 25, 2015.
News articles and relevant court cases (see Criterion #10 [Open advocacy for user privacy rights])
[1] Andrew Clement & Jonathan A. Obar, “Keeping Internet Users in the Know or in the Dark: Data Privacy Transparency of Canadian Internet Service Providers” (27 March 2014), online: IXmaps & New Transparency Projects <http://ixmaps.ca/>. The report is available online at <http://ixmaps.ca/transparency/img/DataPrivacyTransparencyofCanadianISPs.pdf>.
[2] http://www.thestar.com/news/canada/2014/09/17/supreme_court_ruling_hasnt_stopped_police_from_warrantless_requests_for_data.html
[3] http://www.theglobeandmail.com/report-on-business/rogers-now-requires-warrants-for-all-police-inquiries/article19634702/
[4] http://business.financialpost.com/2013/03/27/supreme-court-quashes-general-search-warrant-for-future-text-messages/?__lsa=fded-4584
[5] http://www.thestar.com/news/canada/2014/07/25/ontario_judge_to_examine_TELUSrogers_charter_of_rights_challenge.html
This is the TELUS report for The 3+3 Project: Evaluating Canada’s Wireless Carriers’ Data Privacy Transparency. The 10 criteria used to evaluate carriers and the scoring rubric used for each are included in the chart below. A carrier could earn a full star, half star, or no star on each criterion. The criteria and rubric (with minor alterations as noted) are reproduced from the criteria document prepared by the IXmaps research project for the annual Keeping Internet Users In the Know or In the Dark: Data Privacy Transparency of Canadian Internet Service Providers, by Andrew Clement (Professor, Faculty of Information, University of Toronto) and Jonathan A. Obar (Assistant Professor, Faculty of Social Science and Humanities, University of Ontario Institute of Technology). The Keeping Internet Users In the Know of In the Dark report is available here. For a fuller explanation of the criteria and the rubric used for each, please consult the full criteria document. These criteria were originally developed by the IXmaps research project for their 2013 Keeping Internet Users in the Know or in the Dark report.[1] The Centre for Innovation Law and Policy (CILP) assisted with updating them for the 2014-2015 project, including developing the scoring rubric. Where we are aware of any difference in how we have applied these criteria compared to how IXmaps applies these criteria, this is indicated in the chart. For more information about IXmaps, as well as other significant projects engaging with data privacy, please see the project overview. This report frequently makes reference to PIPEDA, the Personal Information Protection and Electronic Documents Act. This is Canadian legislation dealing with the treatment of personal information by companies while carrying on commercial activities. For more on PIPEDA, please see the project overview. Notes:
- The TELUS Mobility Service Terms were consulted (as of January 25, 2015) but did not count towards TELUS’ final score. Part of the evaluation was related to transparency about privacy practices. Therefore, carriers only received credit for information in their privacy materials, on the theory that this was where privacy-minded users would look for privacy-related information. Where including the Service Terms would have made a difference to TELUS’ score, this is noted. The TELUS Mobility Service Terms apply to “the mobility division of TELUS”.
- Koodo is a subsidiary or division of TELUS.
- TELUS indicates that many of its privacy policies and practices apply to Koodo.
- However, Koodo does not explicitly indicate in its privacy materials (or the Koodo Service Terms) that Koodo users should consult TELUS’ materials. (The closest it comes is the bare statement in the Koodo Service Terms that “the mobility division of Koodo” is “a registered business name of TELUS Communications Company” [per “What are the Koodo Service Terms?”]).
- Part of the evaluation was how transparent privacy practices are to a carrier’s users. Therefore, Koodo received no credit for provisions and statements in TELUS materials, since Koodo users would not know to consult TELUS’ material for information relevant to them. See the Koodo report for more.
1. A public commitment to PIPEDA compliance
Full Star: The carrier explicitly indicates that it complies with PIPEDA, or similar applicable legislation, and provides substantive details of its privacy obligations, including that it only transfers personal information to third parties that provide an equivalent level of protection.
Half Star: The carrier only vaguely states that it operates according to applicable legislation or doesn’t mention third party PIPEDA-equivalent protection.
No Star: The carrier makes no indication that it complies with PIPEDA or substantially equivalent privacy legislation.
Score: Full Star
Explanation:
- TELUS explicitly indicates that it complies with the Personal Information Protection and Electronic Documents Act (PIPEDA), its regulations, applicable provincial privacy legislation, and applicable Canadian Radio-television and Telecommunications Commission (CRTC) regulations. It also states that it incorporates the 10 principles of the Canadian Standards Association Model Code for the protection of Personal Information published in 1996 as a National Standard of Canada.
- Although it does not make explicit reference to third-party PIPEDA-equivalent protection, TELUS’ language in Principles 1.3 and 7.2 of the TELUS Privacy Code is sufficient when compared with the language of the PIPEDA principle underlying this criterion (Principle 1 – Accountability) to earn a full star.
- In its 2013 Transparency Report, TELUS notes that PIPEDA is “Applicable law” in the case of certain law enforcement and government organization requests for personal information, specifically: customer names and address checks, emergency calls and Internet child exploitation emergency assistance requests.
Provisions: “Both our Privacy Code and Privacy Commitment reflect the requirements of Canada’s privacy legislation, the Personal Information Protection and Electronic Documents Act, and our own continuing commitment to customer privacy.” – TELUS’ Privacy Commitment to You (Cover page). “The TELUS Privacy Code and the privacy practices described in this Commitment are subject to the provisions of all applicable legislation and regulations.” – TELUS’ Privacy Commitment to You (Footnote 2). “The TELUS Privacy Code incorporates 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 and 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 updated in September 2000 to reflect changes associated with the implementation of the federal privacy legislation referred to above, and subsequently updated to comply with provincial privacy legislation, where applicable.” – TELUS Privacy Code (Cover page). “The objective of the TELUS Privacy Code is to promote responsible and transparent practices in the management of personal information, in accordance with the provisions of the federal Personal Information Protection and Electronic Documents Act and other applicable provincial privacy legislation.” – TELUS Privacy Code (“Introduction”). “The application of the TELUS Privacy Code is subject to the requirements and provisions of Part 1 of the Personal Information Protection and Electronic Documents Act and the regulations thereunder, provincial privacy legislation (where applicable), and any applicable regulations of the Canadian Radio-television and Telecommunications Commission.” – TELUS Privacy Code (“Scope and application”). “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).” – TELUS Privacy Code. “7.2: TELUS shall protect personal information disclosed to third parties by contractual agreements stipulating the confidentiality of the information and the purposes for which it is to be used.” – TELUS Privacy Code. “2. What legislation applies to the protection of customer privacy? TELUS’ telecommunications businesses are governed by the federal Personal Information Protection and Electronic Documents Act (PIPEDA) and by rules prescribed by the CRTC with respect to customer confidentiality.” – TELUS Transparency Report 2013 (“Frequently Asked Questions”). In its 2013 Transparency Report, TELUS notes that PIPEDA is “Applicable law” with regard to the following types of requests:
- Customer name and address checks
- Emergency calls
- Internet child exploitation emergency assistance requests
– TELUS Transparency Report 2013 (“The types of requests TELUS receives”).
2. A public commitment to inform users of all third party data requests
Full Star: The carrier clearly indicates that it will notify a user when it has received a third party request for the user’s information, unless explicitly prohibited from doing so by law.
Half Star: A carrier does not indicate that it will notify users when it receives requests, however it indicates that users may send an inquiry in order to acquire such information.*
*Note: This criterion was applied generously: carriers who indicated users could learn about disclosures of their information were scored a half star.
No Star: The carrier makes no mention of how users may learn of third party requests for their personal information.
Score: Half Star
Explanation:
- TELUS does not indicate that it notifies users when it receives third party data requests, however it indicates that users may send an inquiry to acquire such information.
- TELUS further notes that where it cannot identify organizations to which personal information has been disclosed, it will “provide a list of organizations to which it may have disclosed personal information” (see Principle 9 below).
Provisions: “Principle 9 – Customer and team member access to personal information 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. … 9.3: 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.” – TELUS Privacy Code.
3. Transparency about frequency of third party requests and disclosures
Full Star: The carrier has published, in an annual or semi-annual report or in some other form, statistics regarding:
- The number of requests from third parties, broken down by government (law enforcement, etc.), commercial and non-commercial entities.
- How many requests it complied with.
- How many accounts the requests applied to.
- How many disclosures of information there were.
Half Star: The carrier has published SOME information but leaves many important statistics out.
No Star: The carrier has published no information relating to these types of statistics.
Note: This criterion was edited for ease of use and clarity in presentation here. In highlighting the absence of specific important statistics, we may have applied this criterion more strictly than IXmaps. However, we are not aware of any divergence with IXmaps as to the final score awarded to any carrier.
Score: Half Star
Explanation:
- TELUS published a transparency report in 2013 that included statistics about the frequency of third party requests and disclosures including:
- Approximate number of requests from government and law enforcement.
- Types of requests received, and the associated lawful authority (e.g. warrants or court order). It is not entirely clear whether TELUS includes requests that were rejected for lacking lawful authority (e.g. a request where a court order was required but not provided).
- However, TELUS omits many important statistics. In particular, the 2013 Transparency Report does not include the following statistics:
- Breakdown by government (law enforcement, etc.), commercial and non-commercial entities: it includes law enforcement and government requests only
- Number of requests complied with:
- TELUS estimates 60% of requests accompanied by a court order or subpoena are fully complied with. Regarding the remaining 40%, TELUS does not distinguish between court order/subpoena cases in which partial information is given and those in which no information is given.
- TELUS provides no information about the percentage or number of requests complied with for the other five types of request in its report.
- Number of accounts the requests applied to
- Number of disclosures
Provisions:
– TELUS Transparency Report 2013. “Of the 4,315 orders and subpoenas received in 2013, TELUS provided partial or no information in approximately 40% of the instances*. This was largely due to our limited retention periods which resulted in the requested information no longer being available. In many cases, TELUS challenged an order on the ground that it was either defective or overreaching. Most challenges involved asking a law enforcement agency to reduce the amount of customer information to be provided by TELUS pursuant to the order, so that the agency would receive only the information actually required for its purposes. In some cases, TELUS has gone to court to challenge orders which we believed to be overreaching. *This estimate was derived by sampling records maintained by TELUS’ Corporate Security department.” – TELUS Transparency Report 2013 (“The types of requests TELUS receives: Court Order/Subpoena”).
4. Transparency about conditions for third party data disclosures
Full Star:
(1) The carrier explicitly states the circumstances under which personal information will be disclosed to third parties.
(2) It must make clear what standard must be met by the third party in order for this disclosure to be made (e.g. whether a warrant is required).
(3) It must be clear whether or not a subscriber/user will be notified in the case that his or her information is disclosed to a third party and especially the specific conditions under which such information will be disclosed without consent.
Half Star: The carrier refers to some but not all of (1), (2) and (3) or is vague about them.*
*Note: In order to achieve consistency, this criterion was applied generously: carriers that had some discussion of when disclosure of user information could occur received a half star. A carrier would have had to fail entirely to discuss disclosure to receive no star, which none did. This criterion is likely to be revised and simplified in future years to improve consistent application and permit more meaningful distinctions between carriers.
No Star: The carrier fails to indicate any of (1), (2), or (3).
Note: Our evaluation of this criterion looked at discussion of disclosure to any third party, including sharing with affiliated companies, while IXmaps focused on disclosure when compelled by law. However, both approaches yielded the same score on this criterion.
Score: Half Star
Explanation:
- The TELUS Transparency Report 2013 identifies 6 types of request and the “Applicable law” associated with each.
- Both TELUS’ Privacy Commitment to You and Principle 5.1 of the TELUS Privacy Code list specific circumstances in which personal information may be disclosed.
- Other privacy-related provisions make additional references to when and what kinds of disclosure may and may not occur.
- TELUS came closest to earning a full star on this criterion. However, it did not meet the third requirement (clarity as to whether a user will be notified when their information is disclosed to a third party).
- TELUS’ materials imply it will only notify users when it is actually required to by privacy legislation. However, it was not clear on this point.
- TELUS might have scored higher without this requirement, although a lack of consistency across its many privacy documents might still have kept TELUS from earning a full star.
Provisions: “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 inform you more specifically about our privacy practices. 2 The TELUS Privacy Code does 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”.” – TELUS’ Privacy Commitment to You (Cover Page & Footnote 2). “TELUS will not collect, use or disclose your personal information for any purpose other than those identified in this Commitment, your Customer Service Agreement, or our Service Terms, except with your consent (the “Identified Purposes”). For greater clarity, unless you provide express consent TELUS will not:
- share your personal information with or sell it to third-party marketers; or
- use your personal information to enable third-party targeted advertisements.”
– TELUS’ Privacy Commitment to You (“How do we protect your personal information?”). “Our directory publisher (Yellow Pages Group) makes available lists of published names, addresses and phone numbers to selected organizations for a fee. You may choose to be excluded from these lists (non-published names, addresses and phone numbers are automatically excluded).” – TELUS’ Privacy Commitment to You (“What are your choices?”). “TELUS only uses your personal information as described above, in our Privacy Commitment, or in our Customer Agreements and Service Terms. Unless you provide your express consent, TELUS will not:
- Sell your personal information to third party marketers.
- Use that information to enable third party targeted advertisements.
Moreover, TELUS does not record the content of telephone conversations made across its network (except for voicemails or calls made to our contact centres for the purposes of quality control and training), nor do we collect 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).” – About TELUS’ Privacy Commitment (“What we don’t do”). “The Code does not impose any limits on the collection, use or disclosure of the following information by TELUS:
- A customer’s name, address, telephone number and e-mail address, when listed in a directory or available through directory assistance
- A team member’s name, title, business address (including business e-mail address) or business telephone or fax number
- Other information about the 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.”
– TELUS Privacy Code (“Scope and application”). “Principle 3 – Obtaining consent for collection, use or disclosure of personal information 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 or use personal information without knowledge or consent if it is clearly in the interests of the individual and consent can not 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 seeking the consent of the individual might defeat the purpose of collecting the information, such as in the investigation of a breach of an agreement or a contravention of a federal or provincial law. 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 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.” – TELUS Privacy Code “Principle 5 – Limiting use, disclosure, and retention of personal information TELUS shall not use or disclose personal information for purposes other than those for which it was collected, except with the consent of the individual or as required by law. TELUS shall retain personal information only as long as necessary for the fulfillment of those purposes.” – TELUS Privacy Code “Principle 2 – Identifying purposes for collection of personal information 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 only for the following purposes:
- To establish and maintain responsible commercial relations with customers and to provide ongoing service
- To understand customer needs and preferences
- To develop, enhance, market or provide products and services
- To manage and develop TELUS’ business and operations, including personnel and employment matters
- To meet legal and regulatory requirements.”
– TELUS Privacy Code TELUS’ Privacy Commitment to You, About TELUS’ Privacy Commitment, the Customer Privacy FAQ, and the TELUS Mobility Service Terms all contain similar provisions related to the purposes for which personal information is collected. As these provisions are lengthy, they can be found in Appendix B at the end of this document. Both TELUS’ Privacy Commitment to You and Principle 5.1 of the TELUS Privacy Code list circumstances in which personal information may be disclosed. As these provisions are lengthy, they can be found in full in Appendix A at the end of this document. However, to paraphrase, TELUS indicates it may provide personal information to:
- Someone TELUS is satisfied is the user’s agent or legal representative, or an authorized user on the account
- Other TELUS business units to improve and provide services
- Other telecommunications companies, to provide services
- Companies supplying customers with listing or directory services
- Those hired by TELUS “to perform functions on its behalf, such as research or data processing”
- Credit agencies and collection agencies (to collect money owing to TELUS)
- Public authorities where TELUS reasonably believes there is “imminent danger to life or property”
- TELUS partners and agents “responsible for administering special TELUS offers or programs”
- “third parties in connection with the sale of parts of our business, the sale or securitization of assets, or the merger or amalgamation of part or all of our business with other entities. Since customer and account information will normally be a part of such transactions, we may use or disclose such information to other parties included in the transaction, as part of due diligence and/or on completion of the transaction”
- A third party where “required or authorized by law”
The TELUS Mobility Service Terms have a similar provision. In the TELUS Mobility Service Terms, the provision gives a closed list of circumstances in which disclosure of information other than user name and address can occur without consent. The list is very similar to those found in the privacy materials (and summarized above), with the addition of disclosure to “[a] law enforcement agency if TELUS reasonably believes that you or anyone using your device is engaged in fraudulent or unlawful activities against TELUS.” The list does not include several of the circumstances listed in the TELUS Privacy Code and TELUS’ Privacy Commitment to You, suggesting either that the TELUS Mobility Service Terms are in error or that these circumstances require user consent for disclosure. Note that the TELUS Mobility Service Terms are not formally included in TELUS’ evaluation, and in any event would not have changed TELUS’ score on this criterion. The full text of the relevant provision can be found in Appendix A at the end of this document. The TELUS Transparency Report 2013 identifies 6 types of request and the “Applicable law” associated with each:
1. Court Order/Subpoena (Applicable law: Criminal Code of Canada)
2. Court orders to comply with a Mutual Legal Assistance Treaty (MLAT) request (Applicable law: The Mutual Legal Assistance in Criminal Matters Act)
3. Customer Name and Address Checks (Applicable law: PIPEDA and “CRTC rules with respect to customer confidentiality”)
- Note that TELUS’ discussion of this type of request states: “in light of the recent decision of the Supreme Court of Canada in the case of R. v. Spencer, TELUS… now requires a court order for customer name and address information, except in an emergency or where the information is published in a directory.”
4. Emergency Calls (PIPEDA and “CRTC rules with respect to customer confidentiality”)
5. Internet Child Exploitation Emergency Assistance Requests (Applicable law: PIPEDA and Criminal Code of Canada)
- Note that TELUS’ discussion of this type of requests states: “the Supreme Court of Canada in the Spencer case… has ruled that [disclosure of user name and address related to investigations of online child sexual exploitation] requires a court order, except in an emergency. Accordingly, TELUS has amended its practices in this regard.”
6. Legislative Demands (Applicable law: “Any federal or provincial legislation that authorizes a government body to request information from TELUS”)
The Report provides a “Description” of each type of request that provides further explanation of how each type works. As the discussion is lengthy, the full text can be found in Appendix A at the end of this document. “When does TELUS fulfil requests for customer information? TELUS will provide customer information to law enforcement agencies or other government organizations where authorized or permitted by our service terms, customer Privacy Commitment, a valid court order or other applicable laws. More than half of the disclosure requests we received in 2013 related to emergency situations. The information provided ranged from simply providing the street address of a customer who called 911, to more complex information requests such as locating a wireless device belonging to someone who was lost or in difficulty.” – TELUS Transparency Report 2013. “What is the process for responding to information requests? TELUS has a process for carefully assessing information requests received from law enforcement agencies and other government organizations:
- A request is received and logged by TELUS’ Corporate Security department.
- A specially trained and authorized TELUS Security team representative reviews the request to ensure it has been correctly prepared and is legally valid. In the case of emergency calls, this involves obtaining confirmation that the situation involves an imminent risk to an individual’s life, health or security.
- If the representative has any concerns, those concerns are brought to the attention of a supervisor, TELUS’ legal department, or the agency or organization, as appropriate, for resolution.
- Once the representative is satisfied that the request is valid, they will take appropriate steps to properly respond to the information request. For example, this could include searching relevant TELUS databases for the requested information.
– TELUS Transparency Report 2013.
5. An explicitly inclusive definition of ‘personal information’
Full Star: The carrier explicitly states all forms of data that fall under ‘personal information’. This should include subscribers/users’ IP addresses, IMSI/IMEI numbers, or MAC addresses, as well as their userIDs, meta-data (e.g. who subscriber communicated with, when and where this communication occurred), browser history (pages accessed, date of access, location when accessed), personal account information, credit card information etc.
Half Star: The carrier only implicitly states forms of data included in a definition of ‘personal information’, and/or provides a definition which (a) incorporates a closed list of what constitutes personal information that (b) excludes one or more of IP addresses, IMSI/IMSEI numbers, MAC addresses, userIDs, meta-data, browser history, personal account information, or credit card information.
No Star: The carrier gives no definition of ‘personal information’.Note: IP addresses, IMSI/IMEI numbers and MAC addresses are all used to identify individual devices connected to the Internet. This information could be used to identify individuals and track their locations. For more information, click here.
Score: Half Star
Explanation:
- TELUS provides definitions of “personal information” in its privacy materials which include examples.
- Although the examples are not a closed list, key elements required to do well on this criterion are not included. For example, there is no reference to IP addresses. (There is a reference to IP addresses in the TELUS Transparency Report 2013, where the retention period for this information is given. However, while this implies TELUS likely considers IP addresses personal information, it is not included in any of TELUS’ definitions of personal information.)
- TELUS also indicates some personal information it does not collect: contents of phone calls (other than voicemails and calls to TELUS’ call center), browser history (except visits to TELUS’ own websites), Internet search history, and information about the content of applications the user has used.
Provisions: “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).”
– Customer Privacy FAQ. “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.” – Customer Privacy FAQ. “Personal information – Information about an identifiable customer or team member, but does not include aggregated information that cannot be associated with a specific individual. For a customer, such information includes a customer’s credit information, billing records, service and equipment, and any recorded complaints. For a team member, such information includes information found in personal employment files, performance appraisals, and medical and benefits information, but does not include the team member’s name, title, business address (including business e-mail address) or business telephone or fax numbers. Information about sole proprietors or partners is only considered to be “personal information” for purposes of the TELUS Privacy Code 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.” – TELUS Privacy Code (“Definitions”). “What we don’t do TELUS only uses your personal information as described above, in our Privacy Commitment, or in our Customer Agreements and Service Terms. Unless you provide your express consent, TELUS will not:
- Sell your personal information to third party marketers.
- Use that information to enable third party targeted advertisements.
Moreover, TELUS does not record the content of telephone conversations made across its network (except for voicemails or calls made to our contact centres for the purposes of quality control and training), nor do we collect 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).” – About TELUS’ Privacy Commitment. “Moreover, TELUS does not collect information about the websites you viewed (except visits to our own websites, which we use to optimize our TELUS web properties), your Internet search history or the content of the applications you use.” – TELUS’ Privacy Commitment to You (“How do we protect your personal information?”). “1. How long does TELUS keep my information? TELUS keeps customer information only as long as necessary to comply with the law and to fulfill our business purposes. For example … TELUS retains logs of Internet Protocol (IP) addresses for a period of 90 days for network management purposes.” – TELUS Transparency Report 2013 (“Frequently Asked Questions”).
6. The normal retention periods for personal information
Full Star: The carrier discloses how long personal information is routinely retained for, specifying retention time periods for each data type.
Half Star: The carrier only states the retention period for limited types of information. For example, a company may state that it retains consumers’ browsing history for 2 weeks, but provides no information on call log retention.
No Star: The carrier either provides no information on data retention periods OR provides a statement so vague as to not inform the consumer beyond what PIPEDA requires. For instance, “[Our company] shall retain personal information only as long as necessary for the fulfillment of the purposes for which it was collected.” (Example wording is from Bell’s privacy policy.)
Score: Half Star
Explanation:
- In addition to stating that it keeps information as long as necessary for the fulfilment of the purposes for which it was collected, to comply with the law, and to fulfill their business purposes (which statement does not inform the user beyond PIPEDA requirements), TELUS states, in the TELUS Transparency Report 2013, the retention period for specific (though limited) types of information:
- Bills
- Call detail records
- Logs of IP addresses.
- TELUS’ provision of the retention period for three specific types of information made it the strongest carrier on this criterion.
- TELUS also indicates some personal information it does not collect at all: contents of phone calls (other than voicemails and calls to TELUS’ call center), browser history (except visits to TELUS’ own websites), Internet search history, and information about the content of applications the user has used. Note, however, that this discussion is separate from the discussion of retention periods (and is not something IXmaps considered in their evaluation).
- However, the normal retention periods for certain important information is still missing: text messages, for example, and customer financial information.
Provisions: “Principle 5 – Limiting use, disclosure, and retention of personal information TELUS shall not use or disclose personal information for purposes other than those for which it was collected, except with the consent of the individual or as required by law. TELUS shall retain personal information only as long as necessary for the fulfillment of those purposes. … 5.4: TELUS shall keep personal information only as long as it remains 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 necessary or relevant for the identified purposes or required by law to be retained. Such information shall be destroyed, erased or made anonymous.” – TELUS Privacy Code. “1. How long does TELUS keep my information? TELUS keeps customer information only as long as necessary to comply with the law and to fulfill our business purposes. For example, TELUS retains copies of customer bills for approximately seven years to satisfy legal requirements. TELUS also retains call detail records for billable calls made by our customers on our network for a period of up to 14 months for network management and billing purposes. As another example, TELUS retains logs of Internet Protocol (IP) addresses for a period of 90 days for network management purposes.” – TELUS Transparency Report 2013 (“Frequently Asked Questions). “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).”
– Customer Privacy FAQ “1. What personal information do we collect?”). “Moreover, TELUS does not record the content of telephone conversations made across its network (except for voicemails or calls made to our contact centres for the purposes of quality control and training), nor do we collect 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).” – About TELUS’ Privacy Commitment (“What we don’t do”). “Moreover, TELUS does not collect information about the websites you viewed (except visits to our own websites, which we use to optimize our TELUS web properties), your Internet search history or the content of the applications you use.” – TELUS’ Privacy Commitment to You (“How do we protect your personal information?”).
7. Transparency about where personal information is stored and/or processed
Full Star: The carrier clearly indicates the storage and/or processing locations of user’s data and whether data storage and/or processing has been outsourced to a foreign company. This should include whether data may be stored in, or otherwise subject to other jurisdictions, what those jurisdictions are, and what sort of disclosure such data may be subject to.
Half Star: The carrier only indicates that there is a possibility that data may be stored and/or processed subject to a foreign jurisdiction. No jurisdiction is noted or details are not provided.
No Star: The carrier fails to clearly indicate whether or not data may be stored and/or processed such that it may be subject to a foreign jurisdiction.
Score: Half Star
Explanation:
- TELUS mentions that personal information may be stored and processed outside Canada, and “may be available to government agencies under applicable law” but without providing any details on specific jurisdictions.
- Note that TELUS does not highlight the fact that information stored and processed outside Canada may be subject to the laws of other jurisdictions.
Provisions: “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 government agencies under applicable law.” – TELUS’ Privacy Commitment to You (“How do we protect your personal 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 government agencies under applicable law.” – TELUS Privacy Code. The TELUS Mobility Service Terms indicate that “You acknowledge that while roaming outside Canada the storage, treatment and transfer of your personal information and data may be subject to regulation different from the regulation in Canada.” Note that the TELUS Mobility Service Terms were not formally included in TELUS’ evaluation, however, and in any event would not have changed TELUS’ score on this criterion.
8. Transparency about where personal information is routed
Full Star: The carrier clearly indicates whether Canadians’ personal domestic communication data might be routed through the United States or otherwise subject to foreign jurisdiction while in transit. It clearly indicates the geographical locations where domestic communication is routed and what jurisdictions it is subject to. Similarly, it indicates whether or not communications with third countries is subject to U.S. jurisdiction.
Half Star: The carrier is vague about the geographical locations or jurisdictional exposure of personal data routing.
No Star: The carrier gives no indication of the geographical locations or jurisdictions where personal data is routed.
Score: No Star
Explanation:
- TELUS gives no indication as to the geographical locations or jurisdictions through which personal data is routed.
Provisions: None
9. Domestic Canadian routing when possible
Full Star: The carrier clearly states on its privacy pages a policy of domestic Canadian routing when possible, and indicates the concrete measures it takes to achieve this goal. A carrier that verifiably peers openly at all the Canadian IXPs in its service region(s) will also receive a full star. Only Canadian carriers are eligible for a full star, as foreign carriers by definition subject the data they carry to non-Canadian jurisdictions.
Half Star: The carrier is vague about its policies for ensuring Canadian routing of domestic traffic and the measures it takes to ensure this. In the absence of a clear policy statement, a carrier (whether Canadian or foreign) that peers openly at some but not all Canadian public IXPs in its operating regions will earn a half star.
No Star: The carrier gives no indication of any policy or concrete measures to promote domestic routing when possible, nor does it peer openly at any Canadian public IXPs.
Note: Due to minor changes in wording during the evaluation process, we may have applied this criterion more strictly than IXmaps. However, we are not aware of any divergence with IXmaps as to the final score awarded to any carrier.
Score: No Star
Explanation:
- TELUS gives no indication that it promotes domestic routing where possible.
- TELUS has been invited to the Calgary Internet Exchange (http://yycix.ca/), but as of January 25, 2015, had not accepted the invitation.
- TELUS does not peer openly at any Canadian Public IXPs as of January 25, 2015. In addition to the Calgary Internet Exchange, the IXPs reviewed were:
- Manitoba Internet Exchange: http://www.mbix.ca/
- Échange Internet de Montréal: http://www.qix.ca/en/
- Toronto Internet Exchange: http://www.torix.ca/
- Ottawa Internet Exchange: http://www.ottix.net/
- Halifax Internet Exchange: http://hfxix.ca/
Provisions: None For an explanation of IXPs and open and conditional peering, see the project overview.
10. Open advocacy for user privacy rights
Full Star: The carrier makes clear reference on its privacy pages to its support for user privacy rights via at least one of the following:
- Involvement in public debates over mass state surveillance;
- Involvement in privacy or surveillance related legislative initiatives (e.g. the current Bill C-13 on lawful access);
- Defending user privacy rights in court; or
- Ties to advocacy organizations or initiatives promoting user privacy rights.
Half Star: The carrier has defended user privacy rights politically, in court or legislatively, but there is no reference to this in its privacy pages. No Star: There is no readily available public evidence that the carrier has taken a positive pro-privacy position in any of the above areas. Note: While this criterion was edited for ease of use and clarity in presentation here, we are not aware of any divergence with IXmaps with regard to application.
Score: Full Star
Explanation:
- TELUS has fought for privacy rights at the Supreme Court of Canada (SCC) (R v TELUS Communications Co. 2013 SCC 16). This case was referred to in the 2013 Transparency Report which is linked directly from the TELUS Privacy Page.
- TELUS updated its policies after the Supreme Court ruling in R v Spencer, 2014 SCC 43, (a case about online privacy and disclosure by ISPs) to require court orders in more disclosure situations. It highlighted this change in the TELUS Transparency Report 2013. Although Spencer could be said to require this change, not all companies have made such a declaration, and the recently-passed Bill C-13 removes liability for carriers who voluntarily disclose customer information where the law does not prohibit such disclosure. (For discussion, see Alex Boutilier & Paul McLeod, “Supreme Court ruling hasn’t stopped police from warrantless requests for data” The Toronto Star (17 September 2014), online: <http://www.thestar.com>[2] and Christine Dobby, “Rogers to require warrants for police requests” The Globe and Mail (16 July 2014), online: <http://www.theglobeandmail.com>[3])
- TELUS also refers in the TELUS Transparency Report 2013 to a practice of challenging court orders in some circumstances. However, these statements alone – in the absence of the references to R v TELUS and to TELUS’ policy change post-Spencer – would likely have been too vague to merit a full star.
- TELUS (alongside Rogers) is also currently fighting a “tower dump” order, involving information about 40,000-50,000 TELUS and Rogers customers, in R v Rogers Communications Partnership, 2014 ONSC 3853, but this is not (yet) mentioned in its privacy materials. TELUS should refer to this case in its 2014 Transparency Report.
Provisions and other sources: “When will TELUS challenge a court order? TELUS will challenge any court order that we believe goes beyond what a judge is authorized to order under applicable legislation, such as the Criminal Code. For example, TELUS recently challenged a general court order obtained by a law enforcement agency requiring the provision of text message data on a nearly real-time basis, and successfully pursued the matter all the way to the Supreme Court of Canada. The resulting Supreme Court decision enhanced the privacy rights of TELUS customers and other Canadians. – TELUS Transparency Report 2013. This is referring to the case R v TELUS Communications Co. 2013 SCC 16. See further discussion of this case below. “In many cases, TELUS challenged an order on the ground that it was either defective or overreaching. Most challenges involved asking a law enforcement agency to reduce the amount of customer information to be provided by TELUS pursuant to the order, so that the agency would receive only the information actually required for its purposes. In some cases, TELUS has gone to court to challenge orders which we believed to be overreaching.” – TELUS Transparency Report 2013 (“The types of requests TELUS receives: Court Order/Subpoena”). “4. How do you strike the right balance between protecting your customers’ privacy rights and fulfilling these information requests? We take great care to safeguard personal information and ensure that our customers’ privacy and confidentiality are preserved wherever possible. While some people may think that telecommunications companies hand over customer information to law enforcement agencies and government organizations without question, TELUS challenges information requests when we believe the request goes beyond what is lawful. We only release confidential customer information when we are satisfied it is appropriate to do so.” – TELUS Transparency Report 2013 (“Frequently Asked Questions”). References to post-Spencer policy change: “[I]n light of the recent decision of the Supreme Court of Canada in the case of R. v. Spencer, TELUS… now requires a court order for customer name and address information, except in an emergency or where the information is published in a directory.” – TELUS Transparency Report 2013 (“The types of requests TELUS receives: Customer Name and Address Checks”). “[T]he Supreme Court of Canada in the Spencer case… has ruled that [disclosure of user name and address related to investigations of online child sexual exploitation] requires a court order, except in an emergency. Accordingly, TELUS has amended its practices in this regard.” – TELUS Transparency Report 2013 (“The types of requests TELUS receives: Internet Child Exploitation Emergency Assistance Requests”). R v TELUS Communications Co., 2013 SCC 16:
- TELUS challenged police’s use of a general warrant to require production of ongoing and future text messages.
- The messages in question had not yet been sent or received at the time of the law enforcement request: police were asking TELUS to produce, daily or nearly so, messages sent or received by two users over a then-upcoming period of time (as well as user information identifying the senders and recipients of the messages to and from these users).
- TELUS argued this amounted to an interception of private communications (even though the texts would technically be retrieved from where they were stored by TELUS in a computer database) meaning police needed authorization under the Criminal Code’s wiretap authorization provisions.
- The SCC quashed the general warrant.
- It is worth noting, however, that the case arose in part because of TELUS’ unusual storage and transmission practices: other carriers do not (or at least, at the time, did not) store text messages in computer databases as part of the transmission process.
- In addition, the case revealed that, at least at the time, TELUS retained text messages for 30 days, unlike other service providers. (TELUS is legally allowed to do this, and evidently said the purpose was “troubleshooting customer problems”: 2013 SCC 16 at paragraph 58.)
– Information from R v TELUS Communications Co., 2013 SCC 16 (available on CanLII). For a discussion of the case, see Christine Dobby, “Supreme Court quashes general search warrant for future text messages”, Financial Post (27 March 2013) <http://www.financialpost.com>.[4] Regarding the “Tower Dump” Order (R v Rogers Communications Partnership, 2014 ONSC 3853):
- The Peel Regional Police obtained a “tower dump” production order for the information of TELUS and Rogers customers attempting connections through any of 21 TELUS towers or 16 Rogers towers.
- 40,000-50,000 persons could be affected.
- The goal was “to further an investigation by identifying persons using cell phones in the vicinity of known criminal activity.” (R v Rogers Communications Partnership, 2014 ONSC 3853 at paragraph 1).
- TELUS and Rogers applied to quash the orders under s. 24(1) of the Canadian Charter of Rights and Freedoms: “Anyone whose rights or freedoms, as guaranteed by this Charter, have been infringed or denied may apply to a court of competent jurisdiction to obtain such remedy as the court considers appropriate and just in the circumstances.”
- “Rogers and Telus brought their Charter applications asserting the general proposition that production orders are obtained without due regard for the privacy interests of their customers. Litigating that issue, they submit, will provide guidance to the police and telecommunications industry in the future.” (R v Rogers Communications Partnership, 2014 ONSC 3853 at paragraph 24).
- Cell towers record whenever a user makes or attempts a communication (including a call, text, or email). Towers in cities cover 1-2 kilometres, and in the country 10-25 kilometres.
- The information provided under the orders would include, for all users making or attempting a communication:
- Which tower they were using,
- Their name and address, and
- Their billing information, possibly including banking and credit card information.
- Where the recipient of a communication was also a TELUS or Rogers subscriber, that person’s information, including the tower they were using, would also need to be provided.
- The orders did not include:
- How the information would be safeguarded.
- Restrictions on the use of the information (i.e. it could be kept and used in other investigations).
- The Peel Regional Police successfully applied to revoke the original order saying they would be satisfied with a more limited order. (Whether their application for this second order was successful is not clear.)
- However, the Charter challenge to the original orders will proceed.
– Information from R v Rogers Communications Partnership, 2014 ONSC 3853 (available on CanLII). “Telus issued an emailed statement Friday that said the Vancouver-based company only provides confidential customer information to law enforcement agencies or other third parties in response to valid court orders or other applicable law. “Importantly, as we have done in this case, TELUS will contest orders we believe overreach in order to protect the privacy rights of our customers and other Canadians,” the statement said” – David Paddon (The Canadian Press), “Ontario judge to examine Telus-Rogers’ Charter of Rights challenge”, The Toronto Star (25 July 2014), online: The Toronto Star <http://www.thestar.com/>.[5] Google searches used in seeking public evidence of a pro-privacy position (The most recent search date is given next to each search term. Material up to 5 years old was reviewed.)
- TELUS “user privacy” (January 23, 2015).
- Telus “privacy” (January 23, 2015).
- TELUS privacy (January 25, 2015).
- TELUS “customers’ privacy” (January 23, 2015).
- TELUS transparency (January 25, 2015).
- TELUS “personal information” (January 25, 2015).
- TELUS “customer information” (January 25, 2015).
- TELUS “subscriber information” (January 25, 2015).
- TELUS disclosure (January 25, 2015).
- TELUS “lawful access” (January 25, 2015).
- TELUS “warrant” (January 25, 2015).
- TELUS “legal authority” (January 25, 2015).
- TELUS “Bill C-13” (January 25, 2015).
- TELUS “Supreme Court” (February 6, 2015).
Searches used in seeking case law where TELUS defended user privacy rights in Canadian courts (The most recent search date is given next to each search term. Material up to 5 years old was reviewed.) Westlaw Canada:
- Telus less TWU back to 01/01/2010 (January 25, 2015).*
Quicklaw:
- TELUS Communications in Case Name, for Previous 5 years (January 25, 2015).
- “TELUS Communications” & intervener for Previous 5 years (January 25, 2015).
CanLii:
- "TELUS Communications" January 25, 2015
*Note: “TWU” was excluded because of the high volume of results produced by searching “Telus” alone. TWU stands for Telecommunications Workers Union, and was excluded with the goal of excluding labour disputes from the results.
Appendix A: Provisions related to Transparency about conditions for third party data disclosures (Criterion #4)
“When do we disclose personal information?
- There are a variety of circumstances where we may need to disclose some personal information about our customers. Subject to applicable CRTC regulations, we may disclose personal information, on a confidential basis with the information to be used only for the purpose for which it was disclosed, to:
- a person seeking information as an agent of a customer, such as a customer’s legal representative, or as an authorized user under his or her account, if we are satisfied that the person is authorized to receive the information;
- other TELUS business units to help us serve our customers better and to provide them with services from different parts of our company;
- another telecommunications company for the efficient and cost-effective provision of telecommunications services, such as the information required to facilitate the porting of services between carriers;
- a company involved in supplying a customer with telecommunications or directory related services, for example, Yellow or White Page listings;
- a company or individual hired by TELUS to perform functions on its behalf, such as research or data processing;
- a third party to evaluate a customer’s creditworthiness or to collect an account;
- a credit-reporting agency;
- a public authority or agent of a public authority if, in the reasonable judgment of TELUS, it appears that there is imminent danger to life or property which could be avoided or minimized by disclosure of the information. If a customer dials 911, for example, we will provide the customer’s name, telephone number, address and other location information to the emergency agency;
- our program partners or to third-party agents responsible for administering special TELUS offers or programs;
- third parties in connection with the sale of parts of our business, the sale or securitization of assets, or the merger or amalgamation of part or all of our business with other entities. Since customer and account information will normally be a part of such transactions, we may use or disclose such information to other parties included in the transaction, as part of due diligence and/or on completion of the transaction; or
- a government institution or other third party in response to a court order or if otherwise required or authorized by law.”
– TELUS’ Privacy Commitment to You (“When do we disclose personal information?”). “Principle 5 – Limiting use, disclosure, and retention of personal information TELUS shall not use or disclose personal information for purposes other than those for which it was collected, except with the consent of the individual or as required by law. TELUS shall retain personal information only as long as necessary for the fulfillment of those purposes. 5.1: Subject to applicable CRTC regulations, TELUS may disclose a customer’s personal information, on a confidential basis with the information to be used only for the purpose for which it was disclosed, to:
- a person seeking information as an agent of a customer, such as a customer’s legal representative or as an authorized user under his or her account, if TELUS is satisfied that the person is authorized to receive the information;
- other TELUS business units to help TELUS serve its customers better and to provide them with services from different parts of the company;
- another telecommunications company for the efficient and cost-effective provision of telecommunications services;
- a company involved in supplying a customer with telecommunications or directory-related services;
- a company or individual hired by TELUS to perform functions on its behalf, such as research or data processing;
- a third party to evaluate a customer’s creditworthiness or to collect an account;
- a credit-reporting agency;
- a public authority or agent of a public authority if, in the reasonable judgment of TELUS, it appears that there is imminent danger to life or property which could be avoided or minimized by disclosure of the information. If a customer dials 911, for example, TELUS will provide the customer’s name, telephone number, address and other location information to the emergency agency;
- TELUS’ program partners or third-party agents responsible for administering special TELUS offers or programs;
- third parties in connection with the sale of parts of TELUS’ business, the sale or securitization of assets, or the merger or amalgamation of part or all of TELUS’ business with other entities. Since customer and account information will normally be a part of such transactions, TELUS may use or disclose such information to other parties included in the transaction, as part of due diligence and/or on completion of the transaction; or
- a government agency or other third party, if required to meet legal and regulatory requirements.”
– TELUS Privacy Code. “The types of requests TELUS receives:
- Court Order/ Subpoena:
- Description: An order or subpoena is a legal demand signed by a judge directing TELUS to provide customer information. The information may be associated with any of our TELUS services, including wireline, wireless or Internet. Most orders and subpoenas require TELUS to provide historic information, such as telephone records. A small minority of the court orders require TELUS to provide real-time information; for example, the content of a telephone call (by means of a wiretap) or the location of a cell phone. Court orders obtained by law enforcement agencies are often referred to as “warrants”.
Of the 4,315 orders and subpoenas received in 2013, TELUS provided partial or no information in approximately 40% of the instances*. This was largely due to our limited retention periods which resulted in the requested information no longer being available. In many cases, TELUS challenged an order on the ground that it was either defective or overreaching. Most challenges involved asking a law enforcement agency to reduce the amount of customer information to be provided by TELUS pursuant to the order, so that the agency would receive only the information actually required for its purposes. In some cases, TELUS has gone to court to challenge orders which we believed to be overreaching.
*This estimate was derived by sampling records maintained by TELUS’ Corporate Security department.
-
- Applicable law: Criminal Code of Canada.
- Court orders to comply with a Mutual Legal Assistance Treaty (MLAT) request:
- Description: These requests take the form of a court order issued by a Canadian court pursuant to the Mutual Legal Assistance in Criminal Matters Act. Typically, these are requests for aid from a law enforcement agency in another country related to a criminal investigation, and require an order from a Canadian court. We don’t respond to requests that come directly from foreign agencies, but will provide information if ordered to by a Canadian court.
- Applicable law: The Mutual Legal Assistance in Criminal Matters Act.
- Customer Name and Address Checks:
- Description: Requests to provide basic customer information, such as customer name and address. These are usually done in order to identify an individual associated with a telephone number. Previously, it was understood that such disclosure was permitted under Canadian law and TELUS’ service terms. However, in light of the recent decision of the Supreme Court of Canada in the case of R. v. Spencer, TELUS has changed its practice and now requires a court order for customer name and address information, except in an emergency or where the information is published in a directory.
- Applicable law: Personal Information Protection and Electronic Documents Act (PIPEDA), CRTC rules with respect to customer confidentiality; see also applicable TELUS Service Terms and customer Privacy Commitment.
- Emergency Calls:
- Description: These are usually urgent requests for help locating or assisting an individual where their life, health or security is at risk. For example, TELUS will provide police or other emergency responders with location information for a wireless device belonging to someone who is lost or in danger. In these cases we only provide the information needed to respond to the emergency.
TELUS is the incumbent local exchange carrier (the traditional home phone service provider) in British Columbia, Alberta and Eastern Quebec and is responsible for providing technical support for 911 services in those areas. TELUS handles a large number of calls from 911 call centers (32,618 in 2013) and local police and other emergency responders (24,130 in 2013) in order to support 911 and emergency services.
-
- Applicable law: PIPEDA and CRTC rules with respect to customer confidentiality.
- Internet Child Exploitation Emergency Assistance Requests:
- Description: In response to police requests, TELUS disclosed the name and address of a customer using an IP address to help the police investigate a case of online child sexual exploitation. Previously, it was understood that such disclosure without a court order was permitted under Canadian law and TELUS’ service terms. However, the Supreme Court of Canada in the Spencer case (referred to above) has ruled that such disclosure requires a court order, except in an emergency. Accordingly, TELUS has amended its practices in this regard.
- Applicable law: PIPEDA, Criminal Code of Canada.
- Legislative Demands:
- Description: A request for information by a government body, where TELUS is required by applicable legislation to provide the information. For example, pursuant to the Income Tax Act, the Canada Revenue Agency may require TELUS to disclose certain customer information.
- Applicable law: Any federal or provincial legislation that authorizes a government body to request information from TELUS”
– TELUS Transparency Report 2013. (Note that TELUS presents this information in a table. It has been reformatted here but the content has not been otherwise altered.) “All information that TELUS keeps with respect to you and your service, other than your name and address, is confidential. Unless you provide your express consent or unless disclosure is required under the law, your information may not be disclosed by TELUS to anyone, other than:
- You or a person who, in the reasonable judgement of TELUS, is seeking the information as your agent;
- Another telecommunications company, but only if the information is used to establish or to efficiently provide telecommunications service, if the disclosure is made on a confidential basis, and if the information is used solely for that purpose;
- An affiliate involved in supplying you with telecommunications and/or broadcasting services, provided the information is required for that purpose and disclosure is made on a confidential basis with the information used only for that purpose;
- A directory or listing service company for the purpose of listing your name, address and phone number if you consent and if that company agrees to use the information only for that purpose;
- An agent used by TELUS to evaluate your credit or collect outstanding balances owed to TELUS by you, if the agent requires the information and agrees to use the information only for that purpose;
- A public authority or its agent if TELUS reasonably believes that there is imminent danger to life or property that could be avoided or minimized by disclosure of the information;
- A law enforcement agency if TELUS reasonably believes that you or anyone using your device is engaged in fraudulent or unlawful activities against TELUS.
By “express consent”, we mean:
- Written consent;
- Oral confirmation verified by an independent third party;
- Electronic confirmation through the use of a toll-free number;
- Electronic confirmation via the Internet;
- Oral consent, where an audio recording of the consent is retained by TELUS; or
- Consent through other methods, as long as an objective documented record of your consent is created by you or by an independent third party.
For complete details about our legal obligations and liabilities with respect to your privacy, please refer to the TELUS Privacy Policy available at TELUSmobility.com/privacy. TELUS’ liability for disclosure of information contrary to these TELUS Service Terms is not limited by the limitation of liability set out above. You may inspect any TELUS records related to the provision of your service, provided that you pay TELUS’ related extraordinary costs. You may request that your name and address not be included on any list provided to any other person or used by TELUS. Subject to the above, you agree that TELUS may collect, use and dispose personal information about you for the purposes identified in the TELUS Privacy Commitment as it may be amended from time to time. You can view this commitment at telusmobility.com/privacy. You also authorize TELUS to obtain information about your credit history from credit reporting agencies and credit grantors (including other TELUS companies) from time to time, and consent to the disclosure of your credit history with TELUS to them at any time.” – TELUS Mobility Service Terms. (Note that the TELUS Mobility Service Terms and this provision were not formally a part of TELUS’ evaluation.)
Appendix B: Provisions related to purposes for which information is collected
(Relevant to Criterion #4 [Transparency about conditions for third party data disclosures])
“Why do we collect personal information?
- If you are a TELUS customer, TELUS has some basic information about you. We understand that some of this information is private, which is why we collect personal information only for the following purposes:
- To establish and maintain a responsible commercial relationship with you and to provide ongoing service. For example, when you apply for services, we collect information that allows us to confirm your identity and credit history so that we can accurately bill and collect for the products and services that you receive from us. We may collect credit card or bank account information if you prefer the convenience of pre-authorized payment for services.
- To understand your needs and preferences. We maintain a record of the products and services you receive from us, and we may ask for additional information so that we can serve you better. For example, we will ask for your email address, if you wish to pay your bills electronically.
- To develop, enhance, market or provide products and services. For example, we look at how our customers use our products and services, so that we can understand how to improve them. From time to time, we may review and analyze your use of our products and services to help us provide better product recommendations and special offers that we think will interest you.
- To manage and develop our business and operations. For example, we analyze customer usage of our networks and facilities to help us manage them efficiently and plan for future growth. Telephone calls to or from TELUS service representatives may be monitored or recorded for quality assurance purposes.
- To meet legal and regulatory requirements. For example, we may collect information in response to a court order, or to satisfy a request by the Canadian Radio-television and Telecommunications Commission, herein referred to as the CRTC, for information about a customer complaint and how it was resolved.” – TELUS’ Privacy Commitment to You.
“What we do TELUS collects and uses some personal information about you, the products and services we provide to 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 high-speed internet usage data to improve network reliability and modem 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.”
– About TELUS’ Privacy Commitment. “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.” – Customer Privacy FAQ.
“Why does TELUS collect my personal information?
- We collect your information to:
- Establish and maintain a commercial relationship with you and provide ongoing service;
- Understand your needs and preferences;
- Develop, enhance, market or provide products and services;
- Manage and develop our business and operations;
- Meet legal and regulatory requirements.”
– TELUS Mobility Service Terms. (Note that the TELUS Mobility Service Terms and this provision were not formally a part of TELUS’ evaluation.)
Appendix C: Sources
TELUS’ Privacy Commitment to You
- Applies 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, Black’s and PC Mobile” (per Endnote 1 in TELUS’ Privacy Commitment to You).
- TELUS’ Privacy Commitment to You specifies it does not apply to TELUS Health (per Endnote 1).
- TELUS’ Privacy Commitment to You specifies that the TELUS Privacy Code does not apply to “TELUS corporate customers. … such information is protected by other TELUS policies and practices and through contractual arrangements.” (per Endnote 2). This implies that TELUS’ Privacy Commitment to You also does not apply to corporate customers, although this is not stated.
- Last consulted January 25, 2015.
TELUS Privacy Code
- Applies to: “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, Black’s and PC Mobile” (per the definition of “TELUS”).
- The TELUS Privacy Code specifies it does not apply to TELUS Health (per “Introduction,” “Scope and application,” and the definition of “TELUS”).
- The TELUS Privacy Code specifies it “does not apply to information regarding TELUS’ corporate customers; however, such information is protected by other TELUS policies and practices and through contractual arrangements.” (per “Scope and application”), however “[i]nformation about sole proprietors or partners is… considered to be “personal information” for purposes of the TELUS Privacy Code if it is information about the individuals themselves, as distinct from information about their businesses.” (per the definition of “Personal Information”).
- Last consulted January 25, 2015.
TELUS Transparency Report 2013
- Applies to: “TELUS’ telecommunications businesses, including wireline, wireless and Internet.” (per the cover page).
- Last consulted January 25, 2015.
About TELUS’ Privacy Commitment
- About TELUS’ Privacy Commitment does not specify its application. However, it does state that:
- That TELUS’ Privacy Commitment to You “continues to extend across our brands” which “ “[i]nclud[e] TELUS Mobility, TELUS Quebec, Koodo, Black’s and PC Mobile” (per “What’s new?” and Footnote 1).
- That TELUS’ Privacy Commitment to You does not extend to TELUS Health (per Footnote 1).
- It has been assumed for the purposes of this report that About TELUS’ Privacy Commitment applies to the same entities as TELUS’ Privacy Commitment to You.
- Last consulted January 25, 2015.
About TELUS: Privacy
- This document is a landing page that links to TELUS’ privacy materials. It does not specify what is included in “TELUS” as it uses the term. However, it does not contain provisions that were relied on in this report.
- Last consulted January 25, 2015.
Customer Privacy FAQ
- The Customer Privacy FAQ does not specify its application. However, reading the document makes it clear that it applies to TELUS wireless services, among others. For instance, it gives as an example of personal information that may be collected: “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”. (per “What personal information do we collect?”).
- Last consulted January 25, 2015.
Press Release Archive on TELUS website back to 2009: http://about.telus.com/community/english/news_centre/news_releases
- Last consulted January 25, 2015.
News articles and relevant court cases (see Criterion #10 [Open advocacy for user privacy rights])
[1] Andrew Clement & Jonathan A. Obar, “Keeping Internet Users in the Know or in the Dark: Data Privacy Transparency of Canadian Internet Service Providers” (27 March 2014), online: IXmaps & New Transparency Projects <http://ixmaps.ca/>. The report is available online at <http://ixmaps.ca/transparency/img/DataPrivacyTransparencyofCanadianISPs.pdf>.
[2] http://www.thestar.com/news/canada/2014/09/17/supreme_court_ruling_hasnt_stopped_police_from_warrantless_requests_for_data.html
[3] http://www.theglobeandmail.com/report-on-business/rogers-now-requires-warrants-for-all-police-inquiries/article19634702/
[4] http://business.financialpost.com/2013/03/27/supreme-court-quashes-general-search-warrant-for-future-text-messages/?__lsa=fded-4584
[5] http://www.thestar.com/news/canada/2014/07/25/ontario_judge_to_examine_TELUSrogers_charter_of_rights_challenge.html
This is the Virgin report for The 3+3 Project: Evaluating Canada’s Wireless Carriers’ Data Privacy Transparency. The 10 criteria used to evaluate carriers and the scoring rubric used for each are included in the chart below. A carrier could earn a full star, half star, or no star on each criterion. The criteria and rubric (with minor alterations as noted) are reproduced from the criteria document prepared by the IXmaps research project for the annual Keeping Internet Users In the Know or In the Dark: Data Privacy Transparency of Canadian Internet Service Providers, by Andrew Clement (Professor, Faculty of Information, University of Toronto) and Jonathan A. Obar (Assistant Professor, Faculty of Social Science and Humanities, University of Ontario Institute of Technology). The Keeping Internet Users In the Know of In the Dark report is available here. For a fuller explanation of the criteria and the rubric used for each, please consult the full criteria document.
These criteria were originally developed by the IXmaps research project for their 2013 Keeping Internet Users in the Know or in the Dark report.[1] The Centre for Innovation Law and Policy (CILP) assisted with updating them for the 2014-2015 project, including developing the scoring rubric. Where we are aware of any difference in how we have applied these criteria compared to how IXmaps applies these criteria, this is indicated in the chart. For more information about IXmaps, as well as other significant projects engaging with data privacy, please see the project overview.
This report frequently makes reference to PIPEDA, the Personal Information Protection and Electronic Documents Act. This is Canadian legislation dealing with the treatment of personal information by companies while carrying on commercial activities. For more on PIPEDA, please see the project overview.
Notes:
- The Virgin Mobile Canada Terms and Conditions of Service were consulted (as of December 24, 2014 and January 3, 2015) but did not count towards Virgin’s final score. Part of the evaluation was related to transparency about privacy practices. Therefore, carriers only received credit for information in their privacy materials, on the theory that this was where privacy-minded users would look for privacy-related information. Where including the Virgin Mobile Canada Terms and Conditions of Service would have made a difference to Virgin’s score, this is noted. The Virgin Mobile Canada Terms and Conditions of Service apply to Virgin Mobile Canada.
- Virgin is one of the “Bell companies”.
- Although Bell’s privacy materials do not provide a list of the “Bell companies” to which they apply, the Bell Mobility Terms of Service includes a “Bell Commitment to Privacy” which states that “The Bell Privacy Policy applies to the Bell companies offering wireless, Internet, satellite and IP television, TV, local and long distance wireline services as well as radio, television and digital media services and our various retail locations. The Bell companies include Bell Canada, Bell Mobility Inc., the Ontario and Quebec operations of Bell Aliant Regional Communications L.P. , Bell ExpressVu L.P., Virgin Mobile, Solo Mobile, The Source (Bell) Electronics Inc. and Bell Media Inc.” (per “Who and what does the Bell Privacy Policy apply to?”, emphasis added).
- Virgin states in the Virgin Mobile Canada Terms and Conditions of Service that it is “a division of Bell Mobility Inc.” (including in the “Privacy Policy” section of the Virgin Mobile Canada Terms and Conditions). However, Virgin does not explicitly indicate in either its privacy materials or the Virgin Mobile Canada Terms and Conditions of Service that Virgin users should consult Bell’s materials.
- Virgin also states in the Virgin Mobile Canada Terms and Conditions of Service that “[w]hen it comes to your preferences for privacy and marketing, ‘Virgin Mobile and its affiliates’ refers to the following companies” followed by a list including, among others, Bell Mobility Inc. (per “What Does “Virgin Mobile And Its Affiliates” Mean?”). However, neither “Virgin Mobile and its affiliates” nor the term “affiliates” occur elsewhere in the document, so it does not appear that the Virgin Mobile Canada Privacy Policy covers Virgin’s affiliates. In addition, this also does not constitute a clear indication that Virgin users should consult Bell’s materials.
- Part of the evaluation was how transparent privacy practices are to a carrier’s users. Therefore, Virgin received no credit for provisions and statements in Bell materials since Virgin users would not know to consult Bell’s materials for information relevant to them. Likewise, Bell received no credit for provisions and statements in Virgin materials, since Bell users would not know to consult Virgin’s materials for information relevant to them (if such materials are indeed relevant to Bell users).
1. A public commitment to PIPEDA compliance
Full Star: The carrier explicitly indicates that it complies with PIPEDA, or similar applicable legislation, and provides substantive details of its privacy obligations, including that it only transfers personal information to third parties that provide an equivalent level of protection.
Half Star: The carrier only vaguely states that it operates according to applicable legislation or doesn’t mention third party PIPEDA-equivalent protection.
No Star: The carrier makes no indication that it complies with PIPEDA or substantially equivalent privacy legislation.
Score: No Star
Explanation:
- Virgin does not make any explicit reference to the Personal Information Protection and Electronic Documents Act (PIPEDA), to similar applicable legislation, or to third party PIPEDA-equivalent protection.
- The Virgin Mobile Canada Privacy Policy does refer to complying “with all Canadian requirements to protect identifiable information about you”. However, this criterion requires a reference to legislation. In addition, the reference appears to be a reference to data security alone. PIPEDA goes beyond these considerations.
- The Virgin Mobile Canada Privacy Policy states that it may disclose customer personal information to third parties and “has implemented safeguards to ensure that our service providers treat Personal Information in a way that is consistent with the terms of this Privacy Policy”. However, since the Virgin Mobile Canada Privacy Policy does not mention PIPEDA or other applicable legislation, this cannot constitute a statement that third parties must provide PIPEDA-equivalent protection.
- The Virgin Mobile Canada Terms and Conditions of Service refer to “protect[ing] your personal information in a manner consistent with Virgin Mobile’s Privacy Policies available at vm.ca/privacy and applicable laws.” As the Virgin Mobile Canada Terms and Conditions of Service were not formally a part of Virgin’s evaluation, however, it cannot receive credit for this reference.
- Had this provision been counted, Virgin might or might not have earned a half star: it makes a clear reference to “applicable law”, but only in the context of protecting personal information. PIPEDA goes beyond these considerations. It is also not necessarily clear that this is a reference to privacy laws.
Provisions:
“Our Commitment
Virgin Mobile Canada ("Virgin Mobile") respects and complies with all Canadian requirements to protect identifiable information about you ("Personal Information"). The purpose of this Privacy Policy is to inform you about why we collect and how we use your personally identifiable information ("Personal Information"), and to provide you with contact information should you have any questions or concerns about Virgin Mobile's privacy practices.” – Virgin Mobile Canada Privacy Policy (Accessed Jan 3, 2015).
“Disclosure of Your Personal Information
Virgin Mobile does not sell, or trade your Personal Information to third parties.
Virgin Mobile may provide its third party service providers and processors with access to your Personal Information. These services providers may include: credit card verification providers, our data warehouse and customer relationship management centre, marketing organizations, who may provide support marketing and promotional communications; internet service providers who administer our web page and provide internet services and host our facilities; and consumer research companies that assist Virgin Mobile with understanding consumer interests by conducting surveys. Some of these service providers may be located outside of Canada. Virgin Mobile only shares your Personal Information to the extent required for the performance of such services. Virgin Mobile has implemented safeguards to ensure that our service providers treat Personal Information in a way that is consistent with the terms of this Privacy Policy and that it is never used except to fulfill services to Virgin Mobile.
Where you expressly consent, Virgin Mobile will disclose your Personal Information to third parties in order that you may access third party content services and participate in third party promotions.
Virgin Mobile may also disclose your Personal Information as permitted or required by law. For example, Virgin Mobile will disclose Personal Information to those governmental bodies who have authority to obtain it, in order to comply with a warrant or subpoena issued by a court of competent jurisdiction, and to comply with record production requirements.
In the event of a sale of all or substantially all of the assets of Virgin Mobile, Virgin Mobile may transfer Personal Information in its control to a third party purchaser that agrees to use Personal Information for the same reasons identified in this Privacy Policy.”
– Virgin Mobile Canada Privacy Policy (Accessed Dec 24, 2015).
“44. How does Virgin Mobile protect my personal information? Your privacy is important to Virgin Mobile. Virgin Mobile’s commitment to privacy protection is found at the end of these Terms and Conditions of Service for your convenient reference. Virgin Mobile protects your personal information in a manner consistent with Virgin Mobile’s Privacy Policies available at vm.ca/privacy and applicable laws. By entering into this Agreement, you agree that Virgin Mobile may share your information with Bell Mobility, Bell Canada, Bell ExpressVu, Bell Media, Bell Aliant, Solo Mobile, the Source and their affiliates.”
– Virgin Mobile Canada Terms and Conditions of Service (“Your Information”) (Accessed Jan 3, 2015). Note that the Virgin Mobile Canada Terms and Conditions of Service were not formally a part of Virgin’s evaluation. Had this provision been counted, Virgin would have earned a half star.
2. A public commitment to inform users of all third party data requests
Full Star: The carrier clearly indicates that it will notify a user when it has received a third party request for the user’s information, unless explicitly prohibited from doing so by law.
Half Star: A carrier does not indicate that it will notify users when it receives requests, however it indicates that users may send an inquiry in order to acquire such information.*
*Note: This criterion was applied generously: carriers who indicated users could learn about disclosures of their information were scored a half star.
No Star: The carrier makes no mention of how users may learn of third party requests for their personal information.
Score: No Star
Explanation:
- Virgin states that it may disclose personal information to third parties but fails to indicate whether it will notify customers of any, let alone all, third party data requests.
- Virgin does not indicate that users can obtain information about requests for their information by sending an inquiry.
Provisions: None
For provisions related to when Virgin may disclose personal information, see Criterion #4 (Transparency about conditions for third party data disclosures).
3. Transparency about frequency of third party requests and disclosures
Full Star: The carrier has published, in an annual or semi-annual report or in some other form, statistics regarding:
- The number of requests from third parties, broken down by government (law enforcement, etc.), commercial and non-commercial entities.
- How many requests it complied with.
- How many accounts the requests applied to.
- How many disclosures of information there were.
Half Star: The carrier has published SOME information but leaves many important statistics out.
No Star: The carrier has published no information relating to these types of statistics.
Note: This criterion was edited for ease of use and clarity in presentation here. In highlighting the absence of specific important statistics, we may have applied this criterion more strictly than IXmaps. However, we are not aware of any divergence with IXmaps as to the final score awarded to any carrier.
Score: No Star
Explanation:
- Virgin has published no information about third party data requests and disclosures.
- Although under the right conditions Virgin, as a Bell company, could receive consideration for a report by Bell, if it clearly included Virgin statistics, Bell has also not published any information relating to these types of statistics.
Provisions: None
4. Transparency about conditions for third party data disclosures
Full Star:
(1) The carrier explicitly states the circumstances under which personal information will be disclosed to third parties.
(2) It must make clear what standard must be met by the third party in order for this disclosure to be made (e.g. whether a warrant is required).
(3) It must be clear whether or not a subscriber/user will be notified in the case that his or her information is disclosed to a third party and especially the specific conditions under which such information will be disclosed without consent.
Half Star: The carrier refers to some but not all of (1), (2) and (3) or is vague about them.*
*Note: In order to achieve consistency, this criterion was applied generously: carriers that had some discussion of when disclosure of user information could occur received a half star. A carrier would have had to fail entirely to discuss disclosure to receive no star, which none did. This criterion is likely to be revised and simplified in future years to improve consistent application and permit more meaningful distinctions between carriers.
No Star: The carrier fails to indicate any of (1), (2), or (3).
Note: Our evaluation of this criterion looked at discussion of disclosure to any third party, including sharing with affiliated companies, while IXmaps focused on disclosure when compelled by law. However, both approaches yielded the same score on this criterion.
Score: Half Star
Explanation:
- Virgin gives examples of when disclosure to third parties may occur, including when service providers need it to perform services, “as permitted or required by law,” and when users consent.
- Virgin does not make clear the standard to be met for disclosure to third parties to be made, or whether users will be notified of disclosures.
Provisions:
“Virgin Mobile protects the Personal Information that you provide to us. Virgin Mobile only collects, uses and discloses Personal Information that you supply in order to provide you with the services you have requested.” – Virgin Mobile Canada Privacy Policy (“Our Commitment”) (Accessed Jan 3, 2015).
“How Do We Use Personal Information?
Virgin Mobile may use your Personal Information for the following purposes:
…
To cooperate with law enforcement enquiries, we may be required to disclose information about you to law enforcement or other government officials to respond to claims or legal process. Such disclosure may be required to protect you or us from illegal activity or liability, or to protect the property of Virgin Mobile or the safety of its employees or others”
– Virgin Mobile Canada Privacy Policy (Accessed Dec 24, 2014).
“Disclosure of Your Personal Information
Virgin Mobile does not sell, or trade your Personal Information to third parties.
Virgin Mobile may provide its third party service providers and processors with access to your Personal Information. These services providers may include: credit card verification providers, our data warehouse and customer relationship management centre, marketing organizations, who may provide support marketing and promotional communications; internet service providers who administer our web page and provide internet services and host our facilities; and consumer research companies that assist Virgin Mobile with understanding consumer interests by conducting surveys. Some of these service providers may be located outside of Canada. Virgin Mobile only shares your Personal Information to the extent required for the performance of such services. Virgin Mobile has implemented safeguards to ensure that our service providers treat Personal Information in a way that is consistent with the terms of this Privacy Policy and that it is never used except to fulfill services to Virgin Mobile.
Where you expressly consent, Virgin Mobile will disclose your Personal Information to third parties in order that you may access third party content services and participate in third party promotions.
Virgin Mobile may also disclose your Personal Information as permitted or required by law. For example, Virgin Mobile will disclose Personal Information to those governmental bodies who have authority to obtain it, in order to comply with a warrant or subpoena issued by a court of competent jurisdiction, and to comply with record production requirements.
In the event of a sale of all or substantially all of the assets of Virgin Mobile, Virgin Mobile may transfer Personal Information in its control to a third party purchaser that agrees to use Personal Information for the same reasons identified in this Privacy Policy.”
– Virgin Mobile Canada Privacy Policy (Accessed Dec 24, 2014).
“44. How does Virgin Mobile protect my personal information? Your privacy is important to Virgin Mobile. Virgin Mobile’s commitment to privacy protection is found at the end of these Terms and Conditions of Service for your convenient reference. Virgin Mobile protects your personal information in a manner consistent with Virgin Mobile’s Privacy Policies available at vm.ca/privacy and applicable laws. By entering into this Agreement, you agree that Virgin Mobile may share your information with Bell Mobility, Bell Canada, Bell ExpressVu, Bell Media, Bell Aliant, Solo Mobile, the Source and their affiliates.”
– Virgin Mobile Canada Terms and Conditions of Service (“Your Information”) (Accessed Jan 3, 2015). Note that the Virgin Mobile Canada Terms and Conditions of Service were not formally a part of Virgin’s evaluation (and in any event, would not have affected Virgin’s score on this criterion).
5. An explicitly inclusive definition of ‘personal information’
Full Star: The carrier explicitly states all forms of data that fall under ‘personal information’. This should include subscribers/users’ IP addresses, IMSI/IMEI numbers, or MAC addresses, as well as their userIDs, meta-data (e.g. who subscriber communicated with, when and where this communication occurred), browser history (pages accessed, date of access, location when accessed), personal account information, credit card information etc.
Half Star: The carrier only implicitly states forms of data included in a definition of ‘personal information’, and/or provides a definition which (a) incorporates a closed list of what constitutes personal information that (b) excludes one or more of IP addresses, IMSI/IMSEI numbers, MAC addresses, userIDs, meta-data, browser history, personal account information, or credit card information.
No Star: The carrier gives no definition of ‘personal information’.
Note: IP addresses, IMSI/IMEI numbers and MAC addresses are all used to identify individual devices connected to the Internet. This information could be used to identify individuals and track their locations. For more information, click here.
Score: Half Star
Explanation:
- Virgin provides a definition of “personal information” in the Virgin Mobile Canada Privacy Policy which includes some examples.
- Although the examples are not a closed list, most of the key elements required to do well on this criterion are not included. For example, there is no reference to IP addresses or meta-data.
- Virgin’s definition of personal information was the poorest among carriers receiving a half star. Its examples were sufficiently obvious and uninformative that it might have earned no star on this criterion, had there not been other carriers who gave no definition of personal information at all.
- The Virgin Mobile Canada Terms and Conditions of Service offer additional examples of what constitutes “personal information”. The inclusion of “service usage such as wireless call records, long distance usage or Internet surfing habits” make the Virgin Mobile Canada Terms and Conditions of Service definition a better definition than the one in Virgin’s privacy materials. However, the Virgin Mobile Canada Terms and Conditions of Service were not formally a part of Virgin’s evaluation, and even if they had been, the additional examples would not have been sufficient to raise Virgin’s score on this criterion.
Provisions:
“Personal Information that Virgin Mobile collects includes information such as your name, address, telephone number, credit card information and verification (where you provide a credit card for payment) or if you apply to come and work with us, your resume and references (including all the information that you may provide in such documents). Additionally, when you choose to participate in marketing programs, you may also provide additional Personal Information.” – Virgin Mobile Canada Privacy Policy (“What Personal Information Do We Collect?”) (Accessed Dec 24, 2014).
“The Virgin Mobile Privacy Policy applies to your Personal Information. Personal information can include:
- Your name, address and phone number(s).
- Other information about the Virgin Mobile product(s) that you subscribe to, such as calling features or programming.
- Your service usage such as wireless call records, long distance usage or Internet surfing habits.
- Account information such as the status of your account or your method of payment.”
– Virgin Mobile Canada Terms and Conditions of Service (“Privacy Policy”) (Accessed Dec 24, 2014). Note that the Virgin Mobile Canada Terms and Conditions of Service were not formally a part of Virgin’s evaluation (and in any event, would not have affected Virgin’s score on this criterion).
6. The normal retention periods for personal information
Full Star: The carrier discloses how long personal information is routinely retained for, specifying retention time periods for each data type.
Half Star: The carrier only states the retention period for limited types of information. For example, a company may state that it retains consumers’ browsing history for 2 weeks, but provides no information on call log retention.
No Star: The carrier either provides no information on data retention periods OR provides a statement so vague as to not inform the consumer beyond what PIPEDA requires. For instance, “[Our company] shall retain personal information only as long as necessary for the fulfillment of the purposes for which it was collected.” (Example wording is from Bell’s privacy policy.)
Score: No Star
Explanation:
Virgin provides a statement so vague as to not inform the consumer beyond what PIPEDA requires. It merely restates PIPEDA’s Principle 5 - Limiting Use, Disclosure, and Retention.
Provisions:
“Retention of Your Personal Information
Virgin Mobile will only keep your Personal Information for as long as it is required for internal business purposes and in order to satisfy various accounting and legal requirements. When we no longer require your Personal Information, we will take steps to ensure that is destroyed, or that your personally identifiable information is removed.”
– Virgin Mobile Canada Privacy Policy (Accessed Dec 24, 2014).
7. Transparency about where personal information is stored and/or processed
Full Star: The carrier clearly indicates the storage and/or processing locations of user’s data and whether data storage and/or processing has been outsourced to a foreign company. This should include whether data may be stored in, or otherwise subject to other jurisdictions, what those jurisdictions are, and what sort of disclosure such data may be subject to.
Half Star: The carrier only indicates that there is a possibility that data may be stored and/or processed subject to a foreign jurisdiction. No jurisdiction is noted or details are not provided.
No Star: The carrier fails to clearly indicate whether or not data may be stored and/or processed such that it may be subject to a foreign jurisdiction.
Score: Half Star
Explanation:
- Virgin mentions that personal information may be stored outside Canada, but without providing any details on specific jurisdictions or what types of disclosure such information may be subject to.
Provisions:
“Virgin Mobile stores most of its electronic and paper documents at its head office in Toronto, Canada. As indicated [below], as some companies providing services to Virgin Mobile may be located outside of Canada, your Personal Information may also be stored in those jurisdictions.” – Virgin Mobile Canada Privacy Policy (“How is Your Personal Information Stored?”) (Accessed Dec 24, 2014).
“Virgin Mobile may provide its third party service providers and processors with access to your Personal Information. These services providers may include: credit card verification providers, our data warehouse and customer relationship management centre, marketing organizations, who may provide support marketing and promotional communications; internet service providers who administer our web page and provide internet services and host our facilities; and consumer research companies that assist Virgin Mobile with understanding consumer interests by conducting surveys. Some of these service providers may be located outside of Canada…” – Virgin Mobile Canada Privacy Policy (“Disclosure of Your Personal Information”) (Accessed Dec 24, 2014).
8. Transparency about where personal information is routed
Full Star: The carrier clearly indicates whether Canadians’ personal domestic communication data might be routed through the United States or otherwise subject to foreign jurisdiction while in transit. It clearly indicates the geographical locations where domestic communication is routed and what jurisdictions it is subject to. Similarly, it indicates whether or not communications with third countries is subject to U.S. jurisdiction.
Half Star: The carrier is vague about the geographical locations or jurisdictional exposure of personal data routing.
No Star: The carrier gives no indication of the geographical locations or jurisdictions where personal data is routed.
Score: No Star
Explanation:
- Virgin gives no indication as to the geographical locations or jurisdictions through which personal data is routed.
Provisions: None
9. Domestic Canadian routing when possible
Full Star: The carrier clearly states on its privacy pages a policy of domestic Canadian routing when possible, and indicates the concrete measures it takes to achieve this goal. A carrier that verifiably peers openly at all the Canadian IXPs in its service region(s) will also receive a full star. Only Canadian carriers are eligible for a full star, as foreign carriers by definition subject the data they carry to non-Canadian jurisdictions.
Half Star: The carrier is vague about its policies for ensuring Canadian routing of domestic traffic and the measures it takes to ensure this. In the absence of a clear policy statement, a carrier (whether Canadian or foreign) that peers openly at some but not all Canadian public IXPs in its operating regions will earn a half star.
No Star: The carrier gives no indication of any policy or concrete measures to promote domestic routing when possible, nor does it peer openly at any Canadian public IXPs.
Note: Due to minor changes in wording during the evaluation process, we may have applied this criterion more strictly than IXmaps. However, we are not aware of any divergence with IXmaps as to the final score awarded to any carrier.
Score: No Star
Explanation:
- Virgin gives no indication that it promotes domestic routing where possible.
- Virgin does not peer openly at any Canadian public IXPs as of January 9, 2015. The IXPs reviewed were:
- Manitoba Internet Exchange: http://www.mbix.ca/
- Échange Internet de Montréal: http://www.qix.ca/en/
- Toronto Internet Exchange: http://www.torix.ca/
- Ottawa Internet Exchange: http://www.ottix.net/
- Halifax Internet Exchange: http://hfxix.ca/
- Calgary Internet Exchange: http://yycix.ca/
- Virgin is a Bell company. If Bell had been peering openly at Canadian IXPs during the research period, we might have asked whether that meant Virgin’s traffic was being routed domestically as well. However, since Bell earned no star on this issue, the question of whether Virgin should get credit for actions by Bell has been left for the future.
Provisions: None
For an explanation of IXPs and open and conditional peering, see the project overview.
10. Open advocacy for user privacy rights
Full Star: The carrier makes clear reference on its privacy pages to its support for user privacy rights via at least one of the following:
- Involvement in public debates over mass state surveillance;
- Involvement in privacy or surveillance related legislative initiatives (e.g. the current Bill C-13 on lawful access);
- Defending user privacy rights in court; or
- Ties to advocacy organizations or initiatives promoting user privacy rights.
Half Star: The carrier has defended user privacy rights politically, in court or legislatively, but there is no reference to this in its privacy pages.
No Star: There is no readily available public evidence that the carrier has taken a positive pro-privacy position in any of the above areas.
Note: While this criterion was edited for ease of use and clarity in presentation here, we are not aware of any divergence with IXmaps with regard to application.
Score: No StarExplanation:
- No indication of Virgin publicly supporting user privacy rights was found.
- A search of legal databases for cases involving Virgin did not turn up any case law where Virgin defended user privacy rights in court.
- Virgin is a Bell company, but as Bell also earned no star on this criterion, the question of whether Virgin should get credit for actions by Bell did not arise.
Provisions and other sources: None
Google searches used in seeking public evidence of a pro-privacy position (The most recent search date is given next to each search term. Material up to 5 years old was reviewed.)
“Virgin Mobile Canada privacy” (December 24, 2014).
“cell privacy Virgin Mobile Canada” (December 24, 2014).
“Virgin Mobile” privacy (February 24, 2015).
“Virgin Mobile” transparency (February 24, 2015).
“Virgin Mobile” “personal information” (February 24, 2015).
“Virgin Mobile” “customer information” (February 24, 2015).
“Virgin Mobile” “subscriber information” (February 24, 2015).
“Virgin Mobile” disclosure (February 24, 2015).
“Virgin Mobile” “lawful access” (February 24, 2015).
“Virgin Mobile” “warrant” (February 24, 2015).
“Virgin Mobile” “legal authority” (February 24, 2015).
“Virgin Mobile” “Bill C-13” (February 24, 2015).
Searches used in seeking case law where Virgin defended user privacy rights in Canadian courts (The most recent search date is given next to each search term. Material up to 5 years old was reviewed.)
Westlaw Canada:
- “Virgin Mobile” (December 24 2014).
- “Virgin Mobile privacy” (December 24 2014).
Quicklaw:
- “Virgin Mobile” (January 23, 2015).
- “Virgin Mobile privacy” (January 23, 2015).
CanLii:
- “Virgin Mobile” (January 23, 2015).
- “Virgin Mobile privacy” (January 23, 2015).
Appendix A: Sources
Virgin Mobile Canada Privacy Policy
- Applies to: Virgin Mobile Canada.
- The first sentence in the Virgin Mobile Canada Privacy Policy begins: “Virgin Mobile Canada (“Virgin Mobile”) respects…” suggesting that “Virgin Mobile” as used throughout the policy means “Virgin Mobile Canada.” (per “Our Commitment”).
- At the end of the policy, Virgin states that “[w]hen it comes to your preferences for privacy and marketing, ‘Virgin Mobile and its affiliates’ refers to the following companies:
- Bell Canada
- Bell Mobility Inc.
- Bell Aliant Regional Communications Inc.
- Bell ExpressVu L.P.
- The Source (Bell) Electronics Inc.
- Bell Media Inc.”
(per “What Does “Virgin Mobile And Its Affiliates” Mean?”). However, neither the phrase “Virgin Mobile and its affiliates” nor the term “affiliates” occur elsewhere in the Virgin Mobile Canada Privacy Policy, and so it does not appear that the Virgin Mobile Canada Privacy Policy covers Virgin’s affiliates.
- The dates on which the provisions relied on were accessed are reproduced alongside each provision, below.
Media releases on Virgin website back to 2009: http://www.virginmobile.ca/en/media-releases/index.html?itcid=FOT:25
- Last consulted February 24, 2015.
[1] Andrew Clement & Jonathan A. Obar, “Keeping Internet Users in the Know or in the Dark: Data Privacy Transparency of Canadian Internet Service Providers” (27 March 2014), online: IXmaps & New Transparency Projects <http://ixmaps.ca/>. The report is available online at <http://ixmaps.ca/transparency