We actively participate in public policy discussions that are relevant to us and our customers. Our vision is to build a brilliant digital future for Canadians and that's at the heart of the suggestions we make to government and other organizations.
We also closely follow industry research. Check out some of the research below that we think is notable.
Canadian law governs how we protect private customer information and how government and law enforcement agencies can compel us to provide it to them:
We get requests from many different agencies, including:
Federal agencies like the Royal Canadian Mounted Police, Canadian Security Intelligence Service, Canada Border Services Agency, and Canada Revenue Agency
Provincial and municipal agencies like police forces and coroners
No, we do not provide direct access to our customer databases. We only provide the information which we are required to provide by law and this information is retrieved by our in-house staff.
We disclosed information in response to 83,871 requests. If we consider an order to be too broad, we push back and, if necessary, go to court to contest the request. We refused or provided no customer information for 2,457 requests in 2015 (this includes large non-customer specific “Tower Dump” requests that would have involved many customers).
For most court-ordered requests for customer information, we assume all costs associated with providing a response. In some cases, we charge a minimal fee to recover our costs based on the work required (like the number of hours of staff time, for example).
Absolutely. If we consider an order to be too broad, we push back and, if necessary, go to court to contest the request. We successfully contested a request in court that would have involved over 30,000 Rogers customers, and we worked to narrow other cell tower searches to reduce the number of customers whose information is disclosed. The courts have confirmed our right to fight on behalf of our customers.
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 such as text messages and emails because our customers’ privacy is important and we don’t need to retain this.
Innovation, Science and Economic Development Canada’s Transparency Reporting Guidelines
We're regulated by the Canadian Radio-television and Telecommunications Commission (CRTC) and Innovation, Science and Economic Development Canada. You'll find some of our recent regulatory submissions below.