Privacy Policy

Important information about your privacy

By contacting the CCTS, you acknowledge and agree that the CCTS may collect, use and disclose your personal information as follows:

Personal information

Personal information means any information, recorded in any form, about an identified individual or an individual whose identity may be inferred or determined from such information. Personal information does not include business contact information (e.g. name, title, business address, business phone, etc.).

In the context of your interaction with the CCTS, your personal information may take the form of physical documents, written notes or electronic documents (such as documents submitted via the CCTS’ website, fax, email or other electronic means).

Collection

To assist you in the resolution of an unresolved complaint with your service provider(s), the CCTS needs to collect certain personal information about you, such as your name, contact information, service provider account information, and information about your complaint.

Use

The CCTS will only use your personal information for the following purposes:

• To attempt to resolve your complaint;
• To respond to inquires or complaints about the CCTS;
• To garner opinions and comments in regard to the CCTS’ operations;
• For statistical research;
• To investigate and respond to legal claims; and
• Such other uses as may be permitted or required by applicable law.

The CCTS may with your consent, email you information regarding new developments about the CCTS, and what’s happening in the phone, television, internet and wireless industry.  Should you wish to unsubscribe from receiving such updates, click on the link we will provide in those messages or contact us by email at communication@ccts-cprst.ca.

Disclosure

In order to attempt to resolve your complaint, the CCTS may share your personal information with your service provider(s) and another provider who has information relevant to your complaint or can assist the CCTS with resolving or investigating the complaint. The CCTS may receive personal information about you from relevant service provider(s).

Where a complaint is misdirected to the CCTS, we may direct you to other complaints-handling agencies that we believe may be able to help resolve your complaint.

The CCTS periodically reports on its activities to the public and to the service providers who participate in the CCTS’ dispute resolution process. However, none of your personal information will be disclosed in those reports. Similarly, decisions of the Commissioner are made public, but without identifying the complainant or disclosing any of his or her personal information.

The CCTS will not collect, use or disclose your personal information for any other purpose without your prior consent unless otherwise required or permitted by law.

Use of Artificial Intelligence (AI)

For complaints that reach the Conciliation and Investigation stage of our process, the CCTS may use AI to support in writing Investigation Finding Reports. We do not use AI to make decisions. CCTS staff review and validate all outputs to ensure accuracy and compliance with our standards.

All information is anonymized to remove all information that could identify an individual or service provider prior to using AI.

The CCTS uses an integrated licensed AI tool that is secured within the CCTS’ environment, and does not use any organizational data to train machine learning models.

Withdrawal of consent

By providing personal information to the CCTS you agree that we may collect, use and disclose your personal information in accordance with this policy. However, you are free to refuse or withdraw your agreement at any time upon reasonable, advance notice. To do so, please contact us at privacy@ccts-cprst.ca or call us at 1-888-221-1687. Please note that the CCTS will not be able to act on any complaint where consent has not been provided or has been withdrawn.

Security of personal information

The CCTS maintains appropriate security with respect to its offices and information storage facilities in order to prevent any loss, misuse, unauthorized access, disclosure or modification of personal information. To this end, the CCTS’ complaint form or any other electronic forms the CCTS uses to request information or documents, is encrypted using TLS 1.2 encryption to ensure the secure transfer of your personal information. The CCTS strongly suggests that you use these forms when transmitting sensitive personal information to us. If you wish to submit a complaint which contains personal information but you do not have internet access to our complaint form, the CCTS suggests that you send us your complaint by fax at 1-877-782-2924 or by mail at P.O. Box 56067, Minto Place RO, Ottawa, ON, K1P 1B1.

The CCTS strongly suggests that you do not send us sensitive personal information, such as banking or credit card information, by email because this is not a secure means of communication, and interception of your message by an unauthorized third party may be possible. Sensitive personal information may be submitted through our secure complaint form or other electronic forms the CCTS uses to request information or documents.

Call recordings

The CCTS records incoming call to its toll-free telephone number as well as direct incoming and outgoing telephone calls involving our Complaint Resolution Officers and Investigators for quality monitoring and training purposes.

Maintaining accuracy of personal information

The CCTS maintains the accuracy of your personal information. Personal information will be as accurate, complete and up to date as is necessary for the purposes for which it is used. If any personal information that you provided to the CCTS has changed, it is your responsibility to inform the CCTS of such change and provide us with the new information.

Access to your personal information

Upon request, the CCTS will inform you of the existence, use and disclosure of your personal information and will give you access to that information. Please note that access to your personal information is not without limit. The CCTS may decline to provide access to personal information where the information requested:

1. would disclose (i) personal information, including opinions, about another individual or about a deceased individual; or (ii) proprietary confidential information of the CCTS or a third party
2. would interfere with contractual or other negotiations of the CCTS or a third party
3. is subject to solicitor-client, litigation or other legal privilege
4. does not exist, is not held, or cannot be found by the CCTS
5. could reasonably be expected to threaten the life or security of an individual
6. may harm or interfere with law enforcement activities and other investigative or regulatory functions of a body authorized by law to perform such functions
7. may be withheld or is requested to be withheld under applicable legislation

To request access to your personal information, please send us a written request detailing the exact information you are seeking

Use of cookies

When you visit a website, it may store or retrieve information on your browser in the form of cookies. Cookies are small text files that contain a unique identification number used to identify your browser while visiting our website. Our cookies do not store sensitive or personally identifiable information.  We use cookies to help you navigate our site efficiently and perform certain functions related to site navigation, usage, security, and more. You will find detailed information about all cookies under each consent category below. 

The cookies that are categorized as “Necessary” are stored on your browser, and they are necessary for enabling the basic functions of the site. 

We also use third-party cookies, including analytics providers, to understand how visitors use our website. These cookies may be set by third parties and are subject to their respective privacy policies. These cookies will only be stored in your browser with your prior consent. 

You can choose to enable or disable some or all these cookies. However, disabling some of them may affect your browsing experience. You can change or withdraw your consent at any time by accessing the cookie settings on our website. 

Necessary Always Active 

Necessary cookies are required to enable the basic features of this site, such as providing secure log-in or adjusting your consent preferences. These cookies cannot be switched off in our systems, but they do not store any personally identifiable data. 

Functional 

Functional cookies help the website provide enhanced functionality and personalization for its users. They may be set by us or by third party providers, whose services we have added to our site.  If you disable these cookies, the site may experience functionality issues. 

Analytics 

Analytical cookies are used to understand how visitors interact with the website. These cookies help provide information on metrics such as the number of visitors to our site, website traffic sources, etc. They do not store directly personal, identifying information. 

Performance 

Performance cookies are used to understand and analyse the website’s key performance indicators, which helps deliver a better user experience. Rejecting these cookies will prevent us from knowing when you have visited our site, and monitor its performance.  

Advertisement 

Advertisement cookies are used to provide visitors with customised advertisements based on the pages you visited previously and to analyse the effectiveness of the ad campaigns. 

Uncategorized 

Other uncategorized cookies are those that are being analysed and have not been classified into a category yet. 

Questions or concerns

If you want to request access to your personal information or have a question or concern about the use of your personal information, please contact us by email at privacy@ccts-cprst.ca or by mail at:

Janet Lo, CCTS Privacy Officer
PO Box 56067
Minto Place RO
Ottawa, ON
K1R 7Z1

Updated on May 23, 2023