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Your Privacy is Protected

At Xplornet, an important part of our commitment to provide you with service excellence is our respect for your right to privacy.

Keeping our customers’ information and affairs in strict confidence is a cornerstone of Xplornet’s business.

In the following, we describe these policies and procedures and how we put them into practice so that you have control over how we collect, use and disclose your information.

Protecting Your Privacy Means:

  • we keep your information and the business you do with us in strict confidence

  • your information is not sold

  • you have control over how we obtain, use, and give out information about you

  • you have access to the information we have about you

  • we respect your privacy when we market our products and services

Our privacy policies protect all of our customers.

Upon becoming an Xplornet customer and upon acquiring new products and services, in addition to your name, address and phone number, you agree to provide us with all information needed to:

  • establish your identification

  • protect you and us from error and fraud

  • understand your needs

  • recommend particular products and services to meet your needs

  • provide ongoing service

  • comply with legal requirements

  • manage how you pay us

  • offer other products or services that are suitable to your needs using various methods of communication including direct marketing

Certain information, such as a driver’s license, although convenient for identification, is voluntary. It is up to you whether you want to provide this, or some other suitable identification, subject to any legal requirements.

We collect, use and disclose personal information only for purposes that a reasonable person would consider appropriate in the circumstances.

We protect your information from error, loss and unauthorized access.

Our employees who have access to your information are made aware of how to keep it confidential. Each employee is subject to obligations to protect the confidentiality of confidential information in accordance with company policy, and satisfying such obligations is a condition of employment with Xplornet.

Our computer security specialists build security into all our computer systems.

This protects your information at all times when it is stored in data files or handled by our employees.

Your information is destroyed when it is no longer needed.

We keep your information only so long as we need it for the products and services you’re using, to offer you products and services when you are a customer and for a reasonable time thereafter, or to meet any legal requirements.

You can see and verify the accuracy of your information.

You can check your information to verify, update and correct it, and to have any obsolete information removed. We may ask you to put your request in writing.

There’s no charge for verifying or correcting your information. Depending on the circumstances, there may be a charge if you want a copy of the records, which we have already given you. We will let you know in advance if there is a charge.

If you have a sensory disability, we will give you access to your personal information in any alternative format you request if we already have it in that format, or if its conversion into that format is reasonable and necessary for you to be able to exercise your rights under applicable legislation.

It may not be appropriate for us to release certain information directly to you.

You can check much of your information routinely – for example, by examining documents that we send to you, such as any statements of account.

If we have obtained information about you from other people, upon your request, we’ll let you know the person we got it from.

You can find out to whom we’ve given information about you.

If you ask, we will let you know the names of outside companies or organizations we’ve given information to. This won’t include information given to outside companies we’ve used to do work for us, such as direct mail marketing companies. It won’t include particulars of cheques returned for the reason “Not Sufficient Funds” or otherwise, or regular updates of credit information to the credit bureau.

We will respond to your request promptly.

We will deal quickly with your request to see your information and respond within 30 days. If we need to extend the time, or if we have to refuse your request, we will tell you why you are subject to any legal restrictions. We will then notify you of the new deadline, the reasons for the extension, and your rights under applicable legislation respecting the extension.

We will correct your information.

Whenever possible, we will correct any information which we may have given to an outside organization. If a third party, such as a credit bureau, has given us information that you tell us is wrong, we will give you the name and address of that party so you can correct the information.

We protect other people’s privacy when we make information available to you.

There may be files that include information about you and other customers, or that have information confidential to Xplornet or are the property of Xplornet. Because we must protect everyone’s confidentiality and legal rights, we cannot make these files available to persons outside of Xplornet. However, we will make available to you any factual information about you contained in such files.

We continually monitor our compliance with this Privacy Policy.

We have procedures in place to assist our employees in the practice of this Privacy Policy. Senior management of the company oversees the practice of these policies regularly.

We are committed to upholding this Privacy Policy.

If you have any questions or complaints about our Privacy Policy, or about how we are living up to them, let us know right away. You can contact our Chief Privacy Officer.

Resolving your concerns is important to us.

Xplornet is committed to treating you with the greatest respect and consideration and providing the highest level of service. Even so, from time to time something may go wrong. There may be a misunderstanding, or you may feel you have been dealt with unjustly. Whatever the circumstances, resolving the problem for you is our primary concern.