Impact & Responsibility

Making things better for our customers

We're making things better for our customers by building a more sustainable business. We are positively impacting our communities, our environment and our world, by being a good corporate citizen. Operating a responsible business is at the heart of what we do.

2015 Corporate Social Responsibility Report

We strive to create a brilliant digital future for Canadians. That means providing products and services that are simple, easy to use and worry-free, so that our customers can go about their daily lives. It’s also about the way we do business. People want to work with a company they feel is ethical and transparent, and that means we consider the societal, economic and environmental benefits and costs in everything we do.

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Public Policy & Regulatory

Public Policy

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.

Transparency Report

We've been publicly reporting on the requests we get from government and law enforcement agencies for our customers' information since 2013. We think it's the right thing to do.

Why and How We Respond

Canadian law governs how we protect private customer information and how government and law enforcement agencies can compel us to provide it to them:

  • The Criminal Code and other laws allow government and law enforcement agencies to require us to provide customer information.
  • The Personal Information Protection and Electronic Documents Act (PIPEDA) covers both how we protect customers’ information and how we disclose it.
  • The CRTC Confidential Customer Information Rules (CRTC Rules) set out circumstances under which customer information may be disclosed to third parties including law enforcement agencies.

Our Privacy Policy and Terms of Service outlines how we safeguard customers’ information under these laws and rules. We only give out private customer information when required by law (which includes emergencies) and after we have thoroughly vetted the request. See Breakdown of Requests below and our Frequently Asked Questions (FAQs) for more information.

FAQ

Which agencies have requested information?

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

Do you provide direct access to customer databases?

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.

How many times did you provide information? Do you ever reject law enforcement requests?

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).

How much do you charge for requests?

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).

Do you fight for customers’ privacy rights?

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.

How long do you keep customer information?

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.

Privacy

Our customers' privacy is important to us. That's why we have a comprehensive privacy policy, fully comply with Canadian privacy legislation, and are in regular contact with the Office of the Privacy Commissioner of Canada to ensure we're following the latest best practices and standards.

Regulatory

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.

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