Eastlink recognizes the importance of respecting and protecting our customers’ privacy. That is why we have developed the Eastlink Customer Privacy Policy (the “Policy”) and the Eastlink Code of Fair Information Practices (the “Code”). These documents detail our commitment to safeguarding the privacy of our customers’ personal information.
Introduction
With more than 1,600 employees from coast to coast, Eastlink delivers world-class TV, internet, telephone, mobile and smart home services to residential, business and public-sector customers across Canada over its state-of-the-art fibre optic network. In order to provide, maintain and enhance the services available to our customers, Eastlink must collect, use, and disclose customers’ personal information. At the same time, Eastlink recognizes the importance of respecting and protecting our customers’ privacy. That is why we have developed the Eastlink Customer Privacy Policy (the “Policy”) and the Eastlink Code of Fair Information Practices (the “Code”). These documents detail our commitment to safeguarding the privacy of our customers’ personal information.
Eastlink’s Code and Policy were developed to be fully compliant with the federal government’s privacy legislation, the Personal Information Protection and Electronic Documents Act (“PIPEDA”). The Code governs the behaviour of our employees and agents with respect to customers’ personal information. The Policy is designed to inform customers about our privacy practices, and is intended as a less formal summary of Eastlink’s approach to customer privacy.
Eastlink will continue to stay current on the critical issue of privacy. In doing so, we may modify the Code and Policy when we feel it is appropriate to do so. If we change our Code or Policy, we will post those changes on our web site in a timely manner. You may determine when this Policy was last updated by referring to the date found at the bottom left hand corner of each page.
For complete information, this Policy should be read in conjunction with the Code, a copy of which is available on our web site.
What is Personal Information?
Personal information is “information about an identifiable individual”. For Eastlink customers, this may include your name, address, phone number, credit information, billing and payment records and information about your service subscriptions and usage.
Once information is publicly available, such as a white pages listing of your name, address and telephone number, it is no longer considered to be personal information.
The policies and procedures outlined herein do not apply to information regarding Eastlink’s corporate customers. However, such information is protected by other Eastlink policies and procedures and through contractual arrangements.
We collect and use information to serve you better
Eastlink collects, uses and discloses customers’ personal information primarily for the purpose of providing Eastlink products and services to our customers (i.e., to set up and maintain your account and to effectively deal with issues concerning your service).
In addition, we may collect, use and disclose personal information to:
Personal information collected by Eastlink may be stored and processed in Canada or another country. In either case, the information is protected with appropriate security safeguards, but may be available to government agencies under applicable law.
Disclosure of Personal Information in certain circumstances
While our general policy is not to provide personal information to any party outside of Eastlink without your consent, there are certain limited circumstances in which it is necessary to do so. When we provide personal information to third parties, we provide only that information that is required in the circumstances. In turn, information provided to third parties is used only for the purposes stipulated and is subject to strict terms of confidentiality.
Third parties to whom Eastlink provides personal information include:
Your right to refuse of withdraw consent
We are required to have your implied or express consent for the collection, use and disclosure of your personal information. You may refuse to provide personal information to us or withdraw your consent at any time, subject to legal or contractual restrictions and reasonable notice. However, refusal or withdrawal of consent may affect our ability to provide you with products and services.
We want every Eastlink customer to be fully aware of new and existing products, services and promotions that will save you time and money. From time to time, we may send you this information by mail, telephone or other means. We also want to be sure that our products and services are consistent with your needs and expectations. Accordingly, we may contact you to inquire about ways that we could improve our products and services. If you do not wish to be contacted for marketing or market research purposes, simply tell us and we’ll respect your preference.
If you wish to withdraw your consent, please visit www.eastlink.ca or contact Eastlink Customer Care. If you withdraw your consent to being contacted for marketing and market research purposes, you will continue to be contacted as necessary to service your account, and you may receive marketing information included with your regular account mailings.
Non-published addresses and telephone numbers
The names, addresses and telephone numbers of Eastlink Telephone customers are included in the telephone directory and are provided to third party directory publishers and directory assistance services (in accordance with the requirements of the Canadian Radio-television and Telecommunications Commission). Non-published number service is available for a fee to customers who do not want their information to appear in these directories/services. Non-published numbers are included in the 911 database.
Customers who do not opt for a non-published number can choose how their name and address will appear in the directory (i.e., have the option of omitting part of their name and/or street address from their listing).
For more information on both of these options, contact Eastlink Customer Care.
Questions or concerns?
If you have questions or concerns about your privacy, please contact Eastlink Customer Care. Our customer service representatives will be pleased to help you.
If you still have unresolved concerns, you may address these concerns to the Eastlink Privacy Officer at:
Eastlink, Attn: Privacy Officer
P.O. Box 8660, Station A
Halifax, NS
B3K 5M3
Email: privacy@corp.eastlink.ca
