At TELUS, we respect our clients’ privacy. We have a long-standing policy of protecting the privacy of our clients in all of our business operations¹. Our TELUS Privacy Code sets out the principles that govern the collection, use and disclosure of our clients’ personal information². Our Code reflects the requirements of Canada’s privacy legislation, the “Personal Information Protection and Electronic Documents Act,” and our own continuing commitment to protecting our clients’ privacy.
This site's purpose is to inform you about our privacy practices. We want you to understand the purposes for which we collect personal information about our clients. And we want to be sure that we have your consent to continue to collect, use and disclose your personal information for those purposes. The following is a brief summary of our privacy practices.
Why we collect personal information
If you are a TELUS client, 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 clients 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 client 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 client complaint and how it was resolved.
When do we disclose personal information?
There are a variety of circumstances where we may need to disclose some personal information about our clients. Here are some examples:
- We may disclose a client’s personal information to a person who, in the reasonable judgment of TELUS, is seeking the information as an agent of the client. For example, we may provide information about a client’s account to the client’s legal representative if we are satisfied that the individual is requesting the information on behalf of the client.
- Subject to applicable CRTC regulations, client information may be shared among TELUS business units to help us serve our clients better and to provide them with services, such as Combined VoiceMail and Internet Call Director, which combine services from different parts of our organization.
- We may disclose a client’s personal information to:
- Another telecommunications company for the efficient and cost-effective provision of telecommunications services.
- A company involved in supplying the client with communications or communications directory related services.
- A company or individual employed by TELUS to perform functions on its behalf, such as research or data processing.
- Or an agent used by TELUS to evaluate the client’s credit worthiness or to collect the client’s account.
- Any such disclosure of a client’s personal information outside of TELUS is made on a confidential basis with the information to be used only for the purpose for which it was disclosed.
- Subject to applicable CRTC regulations, we may disclose a client’s personal information to a credit-reporting agency.
- We may disclose a client’s personal information to a public authority of 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 client calls 911, we will provide the client’s name, address and telephone number to the emergency agency.
- In conjunction with special offers or programs, we may disclose clients’ personal information to our program partners, or to third-party agents responsible to administering such offers or programs. Any such disclosure is made on a confidential basis with the client’s express consent.
- We may disclose a client’s personal information to meet legal or regulatory requirements. For example, we may disclose such information in response to a court order or to a government institution if required or authorized by law.
- From time to time we may sell parts of our business, sell or securitize assets, or merge or amalgamate part or all of our business with other entities. Since client 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 duediligence and/or on completion of the transaction.
How do we protect your personal information?
In order to protect your personal information and your right to privacy, TELUS:
- Will not collect, use or disclose your personal information for any purpose other than those identified above, except with your consent.
- Will protect your personal information with appropriate security safeguards.
- Will protect the confidentiality of your personal information when dealing with other companies.
- Will strive to keep your personal information as accurate and up-to-date as is necessary for the purposes identified above.
- Will honour any request you may make for access to your personal information.
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.
What are your choices?
We would like to have your consent to continue to collect, use and disclose your personal information for the purposes identified above. However, we want you to know that you do have choices and can refuse or withdraw your consent as follows:
- You may have your name removed from our telephone, mail or email marketing lists. We use these lists to inform you of relevant products, services and special offers that may be of benefit to you.
- 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).
- You may refuse to provide personal information to us. You may also withdraw your consent at any time, subject to legal or contractual restrictions and reasonable notice. However, in either case, this may limit our ability to serve you.
If you have further questions or concerns about our privacy practices, please call us at 1-800-567-0000. Otherwise, we will assume that we have your consent to continue to collect, use and disclose your personal information for the purposes identified above.
¹In this page, the words “we” or “TELUS” refer to TELUS Corporation and its subsidiary companies, as they may exist from time to time with the exception of the subsidiary (or operating division within any TELUS subsidiary) that currently operates or previously operated as Emergis Inc. These include, without limitation, the subsidiaries which carry on business under the following names: TELUS, TELUS Communications Company, TELUS Internet Services, TELUS Mobility and TELUS Quebec. The words “we” and “TELUS” do not include independent dealers and distributors of TELUS products and services.
²The TELUS Privacy Code does not limit the collection, use or disclosure by TELUS of information that is publicly available. This includes: (a) a client’s name, address, telephone number, and email address, when listed in a directory or available through directory assistance; and (b) other information about the client that is publicly available and is specified by regulation pursuant to the “Personal Information Protection and Electronic Documents Act”. The TELUS Privacy Code does not apply to information regarding TELUS corporate clients. However, such information is protected by other TELUS policies and practices and through contractual arrangements. The TELUS Privacy Code and the privacy practices described on this page are subject to the provisions of all applicable legislation and regulations.