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, a

nd 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 avai

t 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 Adv

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