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Privacy Policy

What we collect, why we collect it, and what we refuse to do with it. PIPEDA-compliant and strict about it.

Updated

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. The FibreTel Secure App

FibreTel Secure is our VPN app. The list above covers our services generally; this is what the app itself handles. We run the analytics and crash-reporting services described here ourselves — they are not third-party marketing tools, and nothing in this section is sold, shared, or used for advertising.

  • Device identifier. So that reinstalling the app reconnects to the same device on your account instead of using up another device slot, the app reads your phone’s system device identifier (on Android, the system-provided ANDROID_ID) and sends it when the device registers. On iPhone it uses an identifier FibreTel generates and stores in the device keychain.
  • Device name and platform. The phone’s model name and operating system, so the device list on your account is readable to you.
  • Household details. If someone adds you to their household, we hold the name and mobile number they gave for you.
  • Push token (optional). Only if you turn on connection alerts, and only so we can tell you when the VPN connects. Off unless you switch it on.
  • Product analytics. Release builds send usage analytics to our own self-hosted instance at posthog.fibretel.ca. This records which features and screens you use and which interface elements you interact with, together with device and app version. Events are stripped of invitation tokens and URL fragments before they are sent. There is no advertising identifier and no tracking across other apps. Analytics is disabled in development builds.
  • Crash reports. If the app crashes, a report containing the exception, stack trace, device and app version, and recent in-app breadcrumbs goes to our self-hosted GlitchTip. Your name is not attached to it.
  • Wi-Fi network names. The app reads the name of the network you are on to decide whether to connect, and keeps the names of networks you mark as trusted on your phone. Android only reveals a network name to apps holding location permission; that permission is used for nothing else. The app never requests background location and never reads or stores your coordinates.
  • Sign-in. Your login is handled by FibreTel ID (our Keycloak service at auth.fibretel.ca), which holds your account identity and issues the session the app uses.

The app does not collect your contacts, photos, microphone, camera, or files. To delete your Secure data, leave a household, or close your account, see Account and data deletion.

9. Contact Us

If you have privacy-related questions, or just want to verify what we know about you, contact us at fibretel.ca/contact.