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Support

Fido privacy FAQs

Introduction

At Fido, we are committed to protecting the privacy of our customers’ personal information. We take all reasonable steps to ensure that this information is safe and secure, including putting in place rigorous policies and procedures to fully comply with all Canadian privacy laws and regulations.

Fido’s privacy policy may be updated in the future if there are any changes to the regulatory framework.

Who does the Fido Privacy Policy apply to?

All customers of Fido, operated by Rogers Communications Canada Inc. which is referred to here as Fido.

What is personal information?

Personal information is information collected by Fido about an identifiable individual, but does not include aggregated information that cannot be associated with a specific individual.

Principle 1 – Accountability

How can I get more information about how Fido handles my personal information?

Fido’s privacy practices comply 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). Our corporate and online Privacy Policies are available at http://www.fido.ca/consumer/terms/privacy-policy. We also review our privacy policies and practices on a regular basis to ensure they remain current and meet our customers’ expectations. Additionally, Fido’s employees receive privacy training and must comply with Fido’s privacy practices as a condition of employment.

Who is responsible for Fido’s privacy policy?

Rogers has appointed a Chief Privacy Officer (CPO) who oversees privacy compliance for the Rogers Group of Companies including Fido. The CPO has a team that takes responsibility for the day-to-day compliance with PIPEDA, including the collection, use, and disclosure of personal information.

Principle 2 – Identifying Purposes

What type of personal information about me does Fido collect?

Personal and account information for our customers may include, but is not limited to name, email address, mailing address, phone number, payment information, date of birth, telephone numbers you placed calls to or received calls from, location information, and any recorded complaints.

Fido may also collect network data about you, your devices, and your use of those devices on our network.

Why does Fido collect my personal information?

Your relationship with Fido means that we collect and use account and personal information about you. This information helps Fido manage our business operations for the following reasons:

  • To deliver you the products and services you have purchased from us, and to bill you and collect payment for those products and services.
  • To understand your needs and make customized information available regarding other products and services offered by Fido and our agents, dealers and related companies, or trusted third parties that may be of interest to you.
  • To provide tailored service to you. For example, we may use account information about you to improve your interactions with us or provide a positive and personalized customer experience.
  • To perform analytics, administer surveys, or request feedback to improve and manage our relationship with you.
  • To ensure the Fido network is functioning and protect the integrity of our network.
  • To comply with legal obligations and regulatory requirements.

We will also collect information from third party credit agencies or other Rogers’ companies (of which Fido is part of) and affiliates, such as Rogers Bank, to fulfill any special offers; manage credit or other business risks; collect outstanding debt; or detect, prevent, manage, suppress, or investigate financial abuse, fraud or other unauthorized or illegal activity.

We may also collect personal and account information about you to evaluate your eligibility for other products and services offered by Fido and the Rogers Group of Companies, and to assist other Rogers companies or affiliates such as Rogers Bank, to assess your eligibility for their products or services.

We may also collect personal information about you for other purposes from time to time, or as permitted or required by law. We will always identify any additional purpose prior to or at the time of collection.

Principle 3 – Consent

How does Fido collect information about me, or obtain my consent to use or disclose that information?

Fido collects information about you primarily from you, but from time to time we may also collect information about you from third parties. For example, we may collect information about you from credit reporting agencies, those who you have authorized to disclosure your information to us, government agencies, or publicly available information or other public sources.

We may also collect information from other Rogers’ companies, such as Rogers Bank.

Your consent to the collection, use, or disclosure of your personal information may be implied or express. We may obtain your express consent to the collection, use, and disclose your information in one of the following ways:

  • in writing
  • by electronic confirmation via the internet
  • verbally, where an audio recording of the consent is retained by us
  • through other methods, as long as a record of your consent is created by you, by us, or by a third party acting on our behalf

The choice to provide Fido with your consent to the collection, use, and disclosure of your personal and account information is always yours, however, your decision to withhold such consent may limit our ability to provide you with certain products, services, or offers.

Principle 4 – Limiting Collection

What types of personal information does Fido not collect?

We do not collect and retain the following types of information:

  • content of telephone conversations across our networks (other than recordings of calls made to our customer care centre, which are recorded for quality and training purposes)
  • the content of your text, picture and video messages
  • content of the applications you use
  • websites visited or IP addresses
  • internet search history

Does Fido use cookies, web beacons, or other web technologies to collect information?

Yes, but we limit the types of technologies and the information such technologies will collect about you.

For example, we may use your IP address to help diagnose problems with our server, to administer our websites, and to gather broad, aggregated demographic information about you. We may also store your IP address when you submit a transaction for validation and to protect against fraud. Our websites may use cookies to deliver content specific to your interests, to save your password, to find your account information in our database when you access a service so you do not need to log in at every visit.

Principle 5 – Limiting Use, Disclosure, and Retention

What can Fido do with my account and personal information?

Fido uses your personal and account information to fulfill the purpose for which it was collected.

We will disclose information about your credit behaviour to credit reporting agencies or other parties collecting outstanding debt.

Your personal and account information may also be shared with other Rogers’ companies or affiliates, such as Rogers Bank, in order for them to assess your eligibility for their products or services; to directly provide you offers about their products or services; to confirm or authenticate your identity and ensure they have your correct and up-to-date information; to manage credit risk or other business risk; to better understand your needs and to serve you better; to process any offers or loyalty credits; or to detect, prevent, manage, and investigate fraud or other unauthorized or illegal activity.

We do not sell customer information to third parties, and will only disclose your personal information to organizations outside of Fido and the Rogers Group of Companies without your consent in the following limited circumstances:

  • To a person who, in our reasonable judgement, is seeking the information as your agent.
  • To another telephone company, when the information is required for the provision of home phone service and disclosure is made confidentially and only for that purpose.
  • To a company involved in supplying phone or phone directory related services.
  • To a service provider or other agent retained by us, such as a credit reporting agency, for account management, the collection of past due bills on your account, or to evaluate your credit history.
  • To a service provider or third party that is performing administrative functions for us to manage or customer accounts or employee benefits and/or programs provided the information is used only for that purpose.
  • To another organization for fraud prevention, detection, and investigation if seeking consent from you would compromise the investigation.
  • To 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.
  • To a public authority or agent of a public authority if, it appears that there is imminent danger to life or property which could be avoided or minimized by disclosure of the information.
  • To 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.
  • To assess a third party who may be interested in buying Fido’s assets, and personal customer and/or employee information must be shared in order to assess the business transaction.

We will disclose information about your credit behaviour to credit reporting agencies or parties collecting outstanding debt.

Your personal and account information may also be shared with other Rogers’ companies or affiliates, such as Rogers Bank.

We will not make any other disclosure of your personal information unless we have your consent or we are required to do so by law.

We may also de-identify or anonymize information about our customers to identify trends, manage our business, develop statistical information, understand how we are performing, or develop relevant products services or offers. Use of de-identified information may also be shared with third parties for other analytical purposes. De-identified or anonymized information will not personally identify any individual and therefore is not subject to this policy.

Will Fido use my information for direct mailings or other communications?

Fido may send you information about other products or services that we, or our affiliates or partners, offer that may be of interest to you. If you do not want to receive such communications, all you have to do is tell us, either online or through a customer service representative. If you have given permission and change your mind, you can ask to be removed from future promotional communication from us.

How long will Fido retain my personal information?

Fido will only retain your account or personal information for as long as necessary to fulfill the purpose we collected the information, or for sufficient time to allow you access to the information if it was used to make a decision about you or your account. Once we no longer require your account or personal information it will be destroyed or de-identified.

Principle 6 – Accuracy

What if I disagree with the accuracy of my personal information Fido has about me?

Fido ensures that customer information is accurate, complete and up to date. Customers can ask to review that information and have the opportunity to challenge its accuracy and completeness and request amendments, as appropriate, by contacting our Chief Privacy Officer.

Principle 7 – Safeguards

Where will my personal information be stored?

Account and personal information about our customers may be stored or processed in or outside Canada. The information will be protected with appropriate safeguards, but may be subject to the laws of the jurisdiction where it is held.

How will Fido ensure my personal information is kept safe?

Fido has rigorous security and safeguard processes and procedures in place, to ensure that any account or personal information of our customers remains safe from theft, loss, or unauthorized access.

For example, we use ID validation process as part of our ongoing corporate efforts to protect your personal information associated with your Fido account(s). By requesting information from you upfront (e.g. name, phone number and date of birth or other identification), Fido can confirm that we are in fact communicating with you or an authorized person to act on your behalf.

Our processes assist in the prevention of any unauthorized access to your account information that may arise from attempts to commit fraud or identity theft. Fido may change this ID validation process from time to time as industry best practices evolve.

The Chief Privacy Officer and delegates ensure that Fido is responsible for the personal information of our customers that is in our possession and control. We will ensure that there is a comparable level of protection for information that is processed for us by third parties.

Principle 8 – Openness

How can I get more information about how Fido handles my personal information?

Fido makes its privacy policy available online at http://www.fido.ca/consumer/terms/privacy-policy. We have also appointed a Chief Privacy Officer who is accountable for our privacy policy and can be contacted if you have any questions, concerns, or complaints about how we collect, use, or disclose your personal information.

Principle 9 – Individual Access

How can I access my personal information that is retained by Fido?

You can access your personal information retained by us by contacting our CPO by email at privacy@rci.rogers.com or in writing at Chief Privacy Officer, Rogers Group of Companies, 333 Bloor St. E., Toronto, ON, M4W 1G9.

Principle 10 – Challenging Compliance

What are my options if I want more information about privacy?

The Office of the Privacy Commissioner of Canada oversees Fido’s personal information handling practices. If your privacy concerns are not addressed to your satisfaction by Fido, you may contact the Office of the Privacy Commissioner of Canada for further guidance:

  • Website: www.privcom.gc.ca
  • By Phone: 1-800-282-1376 or 819-994-5444
  • By Fax: 819-994-5424
  • By TTY: 819-994-6591
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