Effective date: March 1st 2024
"Personal information" is information about you that allows you to be identified and is protected by law. We use this term throughout this Privacy Policy to explain:
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how and why we collect, use, and sometimes disclose your personal information;
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how and when your informed consent will be sought (with some exceptions);
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how you can access your personal information; and
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how to contact us if you have any questions or concerns about the protection of your privacy.
This Privacy Policy applies to the personal information we collect, use, or disclose when we provide you with our products and services. This information may include your name, postal address, email address, telephone number, credit card numbers, how you use your devices, and billing records. Sometimes, when information such as your name, address, and telephone number are publicly available (e.g., listed in a directory), it is not considered protected personal information.
We have developed this Privacy Policy based on our commitment to privacy protection, to inform you about how your personal information is handled when you use our products and services. Supplementary information may also be provided concerning certain products and services, such as our Privacy Notice for mobile applications (available in our mobile applications), our Website Terms of Use, your service terms for our products and services, and the FAQ on our website.
We (our companies [1]) are committed to protecting the privacy of your personal information. This includes updating our Privacy Policy so that you are well informed. Check it from time to time to see what's new.
Consent, collection and usage of your personal information
Privacy Policy
Do companies need my consent to collect, use, or disclose my personal information?
Subject to certain limited exceptions, yes. When you use our products or services, your consent is implicit. In some circumstances, we may also seek your express consent for the collection, use, or disclosure of your personal information. For example, if your personal information is highly sensitive and is required for new purposes, we may seek your express consent (either verbally, by checking a box, by signing an agreement, or by taking another positive action). If your personal information is not necessarily required to provide you with a product or service, you may also be able to withdraw your consent. For example, you can unsubscribe from a variety of our marketing communications, including commercial electronic messages such as emails and text messages, via your profile in the "member" section of the website. It is not possible to unsubscribe if your personal information is necessary to provide you with the products or services you have requested, as it is then a condition of service. In these circumstances, the only option is to end your relationship with us.
The law also provides for certain exceptions to obtaining consent, including:
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if it is clearly in your interest (such as a medical emergency or a threat to your safety);
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to comply with a warrant or any other court order;
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to collect amounts owing;
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to conduct an investigation into the violation of an agreement or applicable law (such as a hacking act in violation of the Copyright Act);
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to detect, eliminate, or prevent fraud and secure our infrastructure; or where the law requires or permits it.
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Where appropriate or necessary, we may rely on one of these exceptions.
Do companies use depersonalized personal information?
Yes, we use depersonalized information to improve our business, products, services, and available offers, to provide social benefits, and to develop analytical marketing reports. Depersonalized information may also be combined with statistical data, including data provided by government agencies and third-party data aggregators, to better inform us.
Collection, use and disclosure of your personal information
Under what circumstances do companies collect my personal information?
How do companies use my personal information?
Under what circumstances is my personal information disclosed?
We collect your personal information in various ways. For example:
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during the verification, activation, or purchase process linked to a product or service (including through our dealers, partners, and other advisors in service);
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when we provide a service to our customers, including technical support or during the warranty and service process;
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when you use our products or services, visit one of our websites, use our applications, or contact a call center;
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from third parties, such as credit rating agencies, or other third parties with whom you have had a payment relationship.
We use your personal information, including sharing information among our companies, so that we can:
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provide you with products and services (including through third-party providers);
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better understand your needs and preferences;
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maintain a responsible business relationship with you;
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determine your eligibility for products and services, and recommend them to you;
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develop and improve our products and services;
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market products and services that may interest you;
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manage our business activities;
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detect, eliminate, or prevent fraud and secure our infrastructure;
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comply with our legal and regulatory obligations.
We use advanced data analytics technologies to help inform and improve the uses described above.
We may disclose your personal information with your consent, or when permitted or required by law, including:
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To an authorized account holder for residential accounts or accounts with multiple devices, or to a person acting as your agent (such as a legal representative or an authorized user);
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To another communications service provider or a directory service provider, in order to offer effective communication services (for example, to provide roaming services when you are traveling within the coverage area of another provider);
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To third-party collection agencies, in order to recover outstanding amounts owed to us;
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To third parties, such as credit rating agencies or other companies with whom you have had a payment relationship, in order to assess your creditworthiness;
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To delivery agencies to ship products or services you have ordered;
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To a government agency or any other organization, if it is reasonably necessary to establish your identity, to investigate a breach of law or agreement, or to detect, eliminate, or prevent fraud and secure our infrastructures;
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To an appropriate public authority in an emergency situation where there is imminent danger to life or property;
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If you have already given us your consent or have given it to a third party (such as a smart home device provider, financial institution, insurance company, social network, or other online provider);
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In cases where the law requires or permits it
Correction and protection of your personal information
How can I review and correct my personal information?
How are my personal information protected?
Are my personal information transferred, stored, or processed outside of Canada?
How long are my personal information retained?
Only as long as is reasonably necessary or relevant for the purposes established (see section 4), or as required by law. We may retain certain personal information for an extended period, even when you are no longer our customer (such as for tax and financial record-keeping, security, fraud prevention, and business activity management). When personal information is no longer reasonably necessary or relevant for the purposes established, or its retention is no longer required by law, it is destroyed, deleted, or depersonalized.
Yes, sometimes your personal information is provided to our suppliers and agents who operate outside of Canada, in accordance with protection measures that comply with Canadian standards. Regarding personal information processed outside of Canada, we have strict processes and policies on how your personal information is used. However, your personal information may be subject to the laws of other countries.
We use appropriate security measures that vary depending on the sensitivity of the personal information. All of our employees who have access to personal information receive ongoing training on the privacy of personal information. Personal information that we disclose to third parties, including our suppliers and agents acting on our behalf, is protected in our contracts with them. As the security of your personal information in this digital age cannot be guaranteed 100%, you can also contribute to the protection of your personal information by adopting smart security practices, such as never reusing a password for more than one account or website, changing your passwords frequently, and choosing passwords that are difficult to guess.
Just ask us by contacting our Privacy Office (see section 11 for contact information). Within a reasonable time following a written request from you, you will be able to review the personal information in your record, subject to certain restrictions and exceptions (reasonable fees may apply). If we cannot give you access to your personal information (for example, if it would result in the disclosure of someone else's personal information or other confidential or privileged information), we will let you know. Our goal is to ensure that the personal information we hold about you remains accurate, up-to-date, and complete. If you find an error, contact us, and we will correct it.
Can this Privacy Policy be changed?
What if I have other questions or concerns about your privacy practices?
And if I still have concerns after contacting our Privacy Office, what can I do?
If we do not address your concern satisfactorily, you can contact:
Office of the Privacy Commissioner of Canada, 30 Victoria Street, Gatineau, Quebec K1A 1H3
The security and confidentiality of your personal information are important. We have a privacy section on our website (touris.ca/privacy), where you will find frequently asked questions about protecting your personal information. If you have other questions, you can email info@touris.ca.
We review all privacy-related complaints and take appropriate action to resolve them, including changing our practices as needed.
Yes. We will post the change on our website, and we will make reasonable efforts to inform you by including a notice on your bill, sending you an email or text message, or by other means.
[1] In this Privacy Policy, the words "we," "our," "us," and "companies" refer to the companies and brands of the AROM family, as they exist from time to time, as well as any company succeeding as a result of business reorganizations or restructurings, including: AROM Escapades Inc., TOURIS, and Convenio. All of our companies adhere to the commitments outlined in this Privacy Policy, unless otherwise stated in another privacy policy.