1. What We Collect
We collect information to provide, maintain, and improve your FibreTel experience. Here’s what we may gather:
- Basic info: name, service address, email, phone number
- Government-issued ID during account setup (for fraud prevention)
- Account details: order history, service plan, activation dates
- Communication history: a summary of your contact with our team
- Language preferences
- Notification preferences (email, SMS)
- Bank account details (used for pre-authorized debit only, shared securely with our payment processor)
- Credit card information (never stored by us — entered directly into our payment processor’s secure flow)
- App and portal activity: login data, feature usage, device info
- TV & streaming usage: channels watched, content streamed
- Bandwidth usage
- IP address assignments: we keep records of which IP address is assigned to your account and when
- Network usage metadata (general information about the destinations contacted, for security, technical, and optimization purposes — never content)
2. Why We Collect It
- To activate, maintain, and support your services
- To send essential account-related messages (activation, WiFi credentials, billing, late notices)
- To respond to inquiries and troubleshoot issues
- To improve our services and user experience
- To meet legal and regulatory obligations
3. What We Don’t Do
- We do not sell or rent your data to anyone.
- We do not use your data for targeted advertising.
- We do not share your information with third parties unless required by law.
- We do not build behavioural profiles or track you across the web.
4. Legal Requests
If law enforcement needs your information, they need to present a valid Canadian court order. No exceptions. We ignore informal requests and emails not from official agency domains. Full details are in our Law Enforcement Request Policy.
5. Cookies & Analytics
Our websites and apps may use cookies or analytics tools to understand usage patterns and improve performance. You can opt out of cookies through your browser settings. We don’t track you across the internet or build creepy behavioural profiles. See our Cookie Policy for specifics.
6. Data Storage & Security
Your information is stored securely in Canada and/or with trusted third-party providers who meet strict data protection standards. Access is limited to trained FibreTel staff with a legitimate business need. We take security seriously — even if we joke about everything else.
7. Your Rights (PIPEDA)
As a Canadian resident, you have the right to:
- Access your personal data
- Request corrections to inaccurate info
- Withdraw consent for optional communications
- File a complaint with the Office of the Privacy Commissioner of Canada
8. Contact Us
If you have privacy-related questions, or just want to verify what we know about you, contact us at fibretel.ca/contact.