Cellcom Privacy Policy

 

Our Privacy Commitment

At Cellcom Communications we know how important it is to protect your personal information. Whether you are shopping with us online or in person we want to make every customer experience be safe and secure. We have developed this Privacy Policy to explain our practices for the collection, use, and disclosure of your personal information.

This Policy applies to our retail stores, our Web Sites, all references to “Web Sites” in this Privacy Policy such as, “www.cellcom.ca”.

What we collect

The type of information we collect depend on the nature of your interaction with us.

Personal information

Personal information is information that can identify an individual or information about an identifiable individual. We may collect personal information such as:

  • your contact information – e.g., name, postal address, telephone number, and email address;
  • your personal preferences – e.g., product wish lists, language preferences, and marketing consent
  • your transaction information – e.g., products purchased, method of payment, amount paid, signature, and credit or debit card number.

In addition, we may collect the following types of information:

  • we may ask you for your postal code, to assist us with market research, planning our flyer distribution, and other marketing communications;
  • we may collect certain data when you visit our Web Sites, such as your IP address, the type of browser you are using or the referring URL; or
  • we may collect and summarize customer information in an aggregate format for internal statistical and research purposes.

You may choose not to provide us with your personal information.

Supplementing Information

From time to time we may integrate information you give us with information from other sources, such as information validating your address or other available information you have provided us. This is to help us maintain the accuracy of the information we collect and to help us provide better service.

How we collect and use information

Collected from you

Listed here are some further examples of the ways that we collect personal information directly from you and how we use it.

In-Store and Online Purchases

When you purchase a product or service from Cellcom Communications or from our Web Site, you may need to provide us with contact and payment information, such as credit card information, so we can process your request, complete your transaction, and communicate with you regarding your purchase. We may also need to collect contact information to provide certain services, including delivery services, reserve and pick-up, product servicing, in-home consultations or installations, and extended warranty coverage. If you provide us your email address, we will also collect your email address for the purpose of sending you an e-receipt. We may also use your contact information to send you future promotions. You can opt-out by following the instructions under “Unsubscribe” below.

Returns and Exchanges

Our goal is to ensure that you are completely satisfied with your purchase and to this end, Cellcom Communications offers a Return Policy. For Cellcom Communications to continue to offer our Return Policy, we ask for personal information such as your name, address, and telephone number for the purposes of detecting and preventing fraud. You may also be asked to produce photo ID for verification purposes only.

Applying for a financing with one of our partners

When you apply for a financing, certain contact and financial information is collected and reviewed by our credit card provider, Fédération des Caisses Desjardins du Québec (“Desjardins”), to approve, establish, and maintain credit card accounts. Desjardins has its own privacy policy, available at https://www.desjardins.com/ca/privacy/ which governs its relationship with you. We also encourage you to read their privacy statement provided with your credit card application.

Purchase Follow-Up, Surveys, and Customer Research

Following a purchase, we may send you a follow-up letter to thank you for your business, or we may contact you to ensure that you are completely satisfied with the delivery, setup, or installation of your new product.
We may use contact information collected in-store, online, or via our call centres to conduct occasional surveys and other customer research. These surveys are entirely voluntary, and you may easily decline to participate. The information obtained through our surveys and customer research is used to help us understand our customers, to enhance our product and service offerings, promotions and events, and/or to assist in the selection of store locations.

Online Accounts

To engage in certain special features or functions of our Web Sites, or to order products and services from our Web Sites, you may be asked to provide certain personal information, such as your name, email address, postal address, telephone number, or payment card information. We use this information to create your account, process your payment, contact and correspond with you about your order, respond to your inquiries, and monitor functions of our Web Sites that you choose to use, such as Customer Reviews. If you purchase an e-gift card, we collect the recipient’s name, email address and any message you provide in order to send the gift card on your behalf. We rely on you to ensure that you have obtained all necessary consents to provide this information to us.
If you choose to ship an order to a third party, you represent and warrant that you have obtained all necessary consents from the third party to permit Cellcom Communications to collect, use, and disclose the third party’s personal information for the purposes of fraud prevention, processing, and shipping the order.

Newsletters or Updates

Cellcom Communications offers a variety of newsletters and promotional communications. If you sign-up or are subscribed for our newsletter or other promotional communications, we will send you communications that may be tailored based on your interests, preferences and behaviour. You may choose to stop receiving these communications at any time. Each marketing or promotional message we send to you will include a link or another method to quickly and unsubscribe and decline further similar messages. You may also use the unsubscribe link included below under the heading “Unsubscribe”. Please note that even if you unsubscribe from receiving our promotional communications, you may continue to receive certain transactional or account-related communications from us. Our subscriber list is not sold or rented to other parties.

Participate in a Contest or Promotion

From time to time, we may run contests or promotions. If you choose to participate, you may be asked for contact information as well as additional optional survey information (for example, product preferences). Personal information from contest entries will be used to administer the contest and contact you if you win. For internal research and analysis purposes, we may also summarize contest survey information in an aggregated manner. All contests and promotions are subject to this Privacy Policy and the rules that will be available with each particular campaign. Some contests are conducted by third parties and will be subject to the third parties’ policies.

Subscription Services and Activations

Cellcom Communications may offer activation of certain products and services like cellular plans, satellite services, Internet services, or smart-home services. These activations may require that certain contact and financial information be collected and provided by Cellcom Communications to the respective service providers as part of the activation process. For example, a cellular carrier may need to perform a credit check prior to activation so certain identification such as a government-issued ID number and your credit card number may be provided to the carrier for that purpose.

Call Centres

Cellcom Communications operates a customer support call centres to accept and address your questions, concerns, or complaints. When you contact our call centres, we may ask for personal information to help us respond to your inquiry or to verify your identity. For example, if you have a question about the status of a recent online order, we will ask for personal information to verify that you are the account holder. We may also monitor or record your telephone discussions with our customer support representatives for training purposes and to ensure service quality. If you do not want your call to be monitored and recorded, please let us know and we will provide you with an alternative means of communicating with us.

In-store Video Surveillance

Cellcom Communications retail stores are under video surveillance for safety and loss prevention purposes. The recorded images of our customers are viewed only when required. There may also be occasion where video footage is used for general demographic or traffic flow analysis.

Collected automatically

In some cases, we automatically collect certain information.

Our Web Sites

Our Web Sites can be browsed without you providing us with any personal information. However, when using our Web Sites, we may collect the Internet Protocol (IP) address of your computer, the IP address of your Internet Service Provider, the date and time you access our Web Sites, the Internet address of the Web site from which you linked directly to our Web Site, the operating system you are using, the sections of the Web Site you visit, the Web Site pages read and images viewed, and the content you download from the Web Site. This information is used for Web Site and system administration purposes, to understand Web Site activity and to improve the Web Sites.

Cookies, Tracer Tags and Web Beacons

The Web Sites use “cookies”, a tiny element of data that our Web Sites can send to your browser, which may then be stored on a Web Site user’s computer to permit the Web Site to recognize future visits using that browser. Cookies enhance the convenience and use of the Web Site. The information provided through cookies is used to recognize you as a previous user of the Web Site (for example, not having to enter your language preference every time), to offer personalized Web page content and information for your use, to track your activity at the Web Site, to respond to your needs, and to otherwise facilitate your Web Site experience. You may choose to decline cookies if your browser permits but doing so may affect your use of the Web Site and your ability to access certain features of the Web Site or engage in transactions through the Web Site. Our Web Sites or email communications may also use a technology such as “tracer tags” or “Web Beacons”. This technology allows us to understand which areas of our emails you click on and our behaviour on our Web Sites, such as which pages you visit. These tracer tags are used to help us optimize and tailor our Web Site for you and other future visitors to our Web Site, and to help provide you with email content and ads tailored to your interests.

Web Site Tracking Information

We may use web beacons or pixel tags to compile tracking information reports regarding Web Site user demographics, Web Site traffic patterns, and Web Site purchases. We may then provide these reports to advertisers and others. For our own research purposes, we may link tracking information with personal information voluntarily provided to us. Once such a link is made, all of the linked information is treated as personal information and will be used and disclosed only in accordance with this Privacy Policy.

Interest-Based Advertising

We or third parties such as ad networks and other advertising companies may serve advertisements on our Web Sites and on other websites and social networking sites. We or those third parties may use cookies, tracer tags or web beacons to report certain information about your visits to our Web Sites and other websites, such as web pages you visit and your response to ads, in order to measure the effectiveness of our marketing campaigns, better understand our users, and to deliver ads that are more relevant to you, both on and off our Web Sites. Cellcom Communications adheres to the Digital Advertising Alliance of Canada’s (DAAC) Self-Regulatory Principles for Online Behavioural Advertising. To learn more and to opt-out of having your information used by participating companies for online behavioural advertising purposes, please visit http://youradchoices.ca/choices. Please note that if you choose to opt-out you must opt-out of each web browser on each computer, mobile device, and tablet you use. If you opt-out of receiving interest-based ads, you will continue to receive advertising ads, but it will not be based on online behavioural information. We may also use services provided by third-party platforms, including social networking platforms, to serve you tailored ads. We do this by providing a hashed version of your email address or other information to the platform provider. To opt-out of this type of tailored advertising, please contact us as set out below under the heading “Unsubscribe”.

Social Media

We may offer you the opportunity to engage with our content on or through third-party social networking websites, plug-ins, and applications. When you engage with our content on or through third-party social networking websites, plug-ins and applications, you may allow us to have access to certain information associated with your social media account (e.g., name, username, email address, profile picture, gender) to deliver the content or as part of the operation of the website, plug-in or application. When you provide information from your social media account, we may use this information to personalize your experience on the Web Site and on the third-party social networking websites, plug-ins and applications, and to provide you with other products or services you may request.

Links to Other Web Sites

Our Web Site may contain links to other Web sites or Internet resources which are provided solely for your convenience and information. When you click on one of those links you are contacting another Web site or Internet resource. Cellcom Communications has no responsibility or liability for, or control over, those other Web sites or Internet resources or their collection, use and disclosure of your personal information. We encourage you to read the privacy policies of those other Web sites to learn how they collect and use your personal information.

How else we use the information we collect

In addition to the uses described above, Cellcom Communications may use your personal information for several different business purposes, for example to:

  • fulfill orders and requests for products, services or information;
  • process returns, exchanges, and layaway requests;
  • detect and protect against fraud and error;
  • establish and manage your accounts with us;
  • track and confirm online orders;
  • process financing credit card applications;
  • track and analyze your purchases and preferences to better understand your product, and service needs and eligibility;
  • market and advertise products and services;
  • communicate things like special events, promotions, and surveys;
  • tailor our online content or in-store offerings to you based on your interactions with us and your preferences;
  • conduct research and analysis;
  • operate, evaluate, and improve our business; and
  • for other purposes as described in this Privacy Policy.
When is Your Information Removed?

We keep your information only as long as we need it for legitimate business purposes and to meet any legal requirements. We have retention standards that meet these parameters. We destroy or erase your information when it is no longer needed, or we remove your personally identifiable information to render it anonymous.

Service Providers

Cellcom Communications may use third parties to manage one of more aspects of our business operations, including the processing or handing of personal information. When we do use an outside company, we use contractual or other appropriate means to ensure that your personal information is used in a manner that is consistent with this Privacy Policy.

For example, we may share personal information with third parties to perform services on our behalf such as: fulfilling online orders, processing non-cash payments, sending marketing communications, servicing products, conducting research surveys, verifying and validating information that you have provided to us, delivering products, and providing customer support services.

Cellcom Communications has taken precautions to prevent the fraudulent use of your information on our Web Sites. Cellcom Communications has adopted industry standard authentication procedures to ensure your protection while shopping with us online. This includes, but is not limited to, contacting financial institutions or credit reporting agencies to ensure the authenticity of your credit card and to validate your credit card billing information.

Product Safety Recalls

In the event we receive notice from a manufacturer of a product safety recall, we may provide your contact information, limited to name, address, and telephone number, to the manufacturer so that they may notify you of the recall and supply details of any replacement or repair programs. This transfer or your contact information will occur only for recalls that may impact your personal safety or impair the functionality of the product you purchased from us.

Legal Disclosure

Cellcom Communications may disclose your information as permitted or required by applicable law. For example, we may be compelled to release information by a court of law or other person or entity with jurisdiction to compel production of such information. If we have reasonable grounds to believe information could be useful in the investigation of unlawful activity, we may disclose information to law enforcement agencies or other appropriate investigative bodies. We may also disclose personal information to other organizations in the case of investigating a breach of agreement or a violation of law by detecting, suppressing or preventing fraud.

How we protect your information

The security of your personal information is a high priority for Cellcom Communications. We maintain appropriate physical, technical and administrative safeguards and industry-standard security standards to protect your personal information in our custody and control, whether recorded on paper or captured electronically (against unauthorized access, disclosure, or misuse.) For example, electronic records are stored in secure, limited-access servers; we employ technological tools like firewalls and passwords; and we ensure our employees are trained on the importance of maintaining the security and confidentiality of personal information.

Encryption Technology

Our Web Sites use encryption technology to protect your personal information during data transport. Such technology encrypts ordering information such as your name, address, and credit card number.

Data on Returned Product

When returning products which may contain stored or recorded personal information, like computers, tablets, mobile devices, smart devices, digital cameras, etc., you are responsible for deleting or removing all personal information and media from your product before you return it. Cellcom Communications is not responsible for any use by a third party of personal data or media left behind on a returned item.

Unsubscribe

If you no longer wish to be contacted regarding promotions, new products, entertainment releases and how to make the most of the latest technology, please note that you may continue to receive certain transactional or account-related email messages.

How to contact us

Cellcom Communications is responsible for all personal information under its control. Our Privacy team is accountable for Cellcom Communications’ compliance with the principles described here. If you have any questions, concerns or complaints about the privacy practices of our organization or would like information on our use of service providers located outside of Canada please contact us at the following:

Email: Serviceclient@cellcom.ca(please read the Important Reminder below)
Telephone: 1-844-499-7662

We will respond to your request or investigate your concern as quickly as we can, but no later than 30 days from the date of receipt of your query.

Important Reminder about email communications:

Please remember that an email sent over the public Internet is not secure. If you send an email directly to us from your own email account, the contents will not be encrypted. We strongly recommend that you do not send sensitive information, like a credit card number, via unencrypted email. Cellcom Communications is not responsible for any transmission by you or any personal information over the public Internet.

 

Last update: November 2019

To accommodate changes in our services, personal information practices, changes in technology, and legal developments, this Privacy Policy may change over time without notice to you. We may add, change, or remove portions of the Privacy Policy when we feel it is appropriate to do so. We encourage you to review our Privacy Policy periodically. Each time you submit personal information or use our services you agree to be bound by the then current terms of the Privacy Policy. Whenever we update the Privacy Policy, we will change the date to indicate when the changes were made.

Notice Concerning the Quebec Legal Warranty

The Consumer Protection Act provides a warranty on the goods you purchase or lease: they must be usable for normal use for a reasonable length of time.

(The merchant is required to read you the above text)

The Consumer Protection Act gives a warranty on all goods you purchase or lease from a merchant.

The goods must be usable:

  • for the purposes for which they are ordinarily used (Section 37 of the Act); and
  • in normal use for a reasonable length of time, which may vary according to the price paid, the terms of the contract and the conditions of use (Section 38 of the Act).

For more information on this legal warranty, go to the website of the Office de la protection du consommateur at www.opc.gouv.qc.ca.

This Agreement and all related documents have been drawn up in the English language at the express wish of the parties. Le présent contrat et tous les documents reliés ont été rédigés en langue anglaise à la demande expresse des parties.

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