Last updated: August 25, 2005
Privacy Policy Principles
Our Commitment to You
Shaw Communications Inc. is a diversified Canadian communications company whose core business is providing broadband cable television and Internet services. Shaw also has significant interests in direct-to-home satellite and telecommunications companies.
Shaw has always been and will continue to be, committed to maintaining your Personal Information and as part of our commitment, we have established 10 Policy Principles:
Shaw relies on these 10 Principles to protect the Personal Information provided to us by our Customers and our employees. Our Privacy Policy complies with the provisions set out in the Personal Information Protection and Electronic Documents Act, as well as the Canadian Standards Association Model Code for the Protection of Personal Information.
Reminder to our Customers
Please remember that Shaw's Privacy Policy and our use of your Personal Information only applies to the information you provide to us and we caution you to be sure that if you disclose personally identifiable information or personally sensitive data through use of the Internet such as through chat rooms, communities, bulletin boards or other public online forums, this information is not collected by or for Shaw and is being collected and used by other persons or companies over which Shaw has no control. It is your responsibility to review the privacy statements of any person or company to whom you choose to link, from or through the use of any Shaw Internet services. Shaw is not responsible for privacy statements or compliance or other content of any web site not owned or managed by Shaw or Shaw's group of companies.
Customer Choice
If you prefer that Shaw does not share your Personal Information among the Shaw companies to promote our products and services, please advise us in writing or call us at the number shown on your bill or by using the Contact Us section of our Web site at http://cayooshcom.com/contact.html.
General Definitions used in our Privacy Policy
- Shaw: Shaw Communications Inc. and its subsidiary companies or associates, as they may exist from time to time, including, without limitation, Shaw Cablesystems G.P.
- Collect - when we Collect Personal Information we mean to gather, acquire, or obtain such Personal Information from any source available to Shaw and may also include Personal Information provided to us from third parties.
- Consent - means your voluntary and informed agreement with what is being done or proposed. Your Consent can be either expressed or implied. Express Consent is given explicitly, either orally, electronically or in writing. Express Consent is unequivocal and does not require any inference on the part of Shaw seeking Consent. Implied Consent arises where Consent may reasonably be inferred from the action or inaction of the Customer or the employee.
- Customer - is you and means any individual who has an account with Shaw and/or uses, has used, or applies to use Shaw's products and/or services.
- Use - to use Personal Information within Shaw for a specified purpose.
- Disclose - to make Personal Information available to others outside Shaw.
- Personal Information - means any information that can identify a Customer or Shaw employee and may be recorded in any form. For a Customer, the term includes, but is not limited to the Customer's name, address, telephone number, gender, credit information, payment records, and correspondence sent by the Customer to Shaw. In the case of employees or job applicants, it may include, where applicable, employment history, performance reviews, salary, benefits, compensation or other information relating to an employee's past, current or future employment, but does not include the employee's name, title, business address (including e-mail address) or business telephone or fax numbers.
Frequently Asked Questions
Why does Shaw Collect Personal Information?
Shaw Collects Personal Information and other information from its Customers so that it is able to maintain a responsible commercial relationship with its Customers and may include purposes for billing and account collections or evaluation of Customer's credit worthiness. Shaw wants to ensure that it continues to provide you with the products and/or services you have asked for as well as to improve upon those products and services by using information our Customer's have provide that shows their interests and needs. In addition, Shaw studies this information to help it market, manage and develop its business, including its networks and facilities to plan for future growth.
What type of Personal Information does Shaw Collect?
The types of Personal Information Collected by Shaw depends on the nature of your request and may include your name, mailing address, e-mail address, phone number(s), account numbers(s) and Social Insurance Number. We may also request anonymous/non-personal information, which information cannot be associated with or traced back to a specific individual, to help us provide you with advice and information about other products and/or services that we believe would be of interest to you. Anonymous/non-personal information helps Shaw better understand its markets.
How does Shaw use Personal Information?
Shaw uses Personal Information to communicate with its Customers to process its Customers orders for products and/or services, to verify Customer identity and protect their account information, for account billing and collections purposes, to check for credit worthiness and ultimately provide our Customers with the product/services they have requested. Shaw may also use Personal Information to keep track of and report back to its Customers on their dealings with Shaw. Anonymous/non-personal information is generally used by Shaw to improve its products and services to its Customers.
When does Shaw disclose Personal Information?
Shaw is obligated to keep Personal Information confidential except under the following special circumstances: (a) when a Customer Consents; (b) when required by law; or (c) permitted by Law. The details of when Shaw may disclose Personal Information can be viewed in our Principle 5.3.
Who does Shaw share Personal Information with?
Shaw may share a Customer's Personal Information with its affiliates and subsidiaries and their respective employees and service suppliers and each of which are governed by strict standards and polices to ensure your information is secure and treated with the utmost care and respect. The purpose of sharing information among the Shaw's affiliates and subsidiaries is to help us identify our Customer's specific information, communication and entertainment needs and/or options, and to provide each Customer with appropriate information about various products, services and solutions.
Additional Information
Tips to protect your Personal Information
Shaw does its best to protect and safeguard Personal Information and we believe there are measures you should take as well. Do not share your Personal Information such as bank and credit card account numbers or their associated pin numbers or your social insurance number with others unless you clearly understand the purpose of their request and you know with whom you are dealing. If you are asked to assign passwords to connect you to your Personal Information, you should use a combination of letters and numbers and do not use words that can be easily associated with you (example: do not use the name of a family member or pet), we also suggest you change your password regularly. If ever you are suspicious of any telephone, mail or email promotional campaigns or you suspect fraudulent activity is occurring please contact us at privacy@shaw.ca to verify that the campaign is a legitimate Shaw activity.
Accessing and Amending your Personal Information
You may access and verify your Personal Information held by Shaw by contacting us at privacy@shaw.ca during our regular office hours in your service area.
About Cookies
A Cookie is s small text file that contains a unique identification number that Web sites send to your computer's Web browser. If you receive a Cookie from a Web site you have opened the Cookie will store on your computer so that the next time you try to connect to that Web site your computer's browser will search your hard drive for a Cookie and if a Cookie is found, the browser will send the information gathered from a previous visit to that Web site and if a Cookie is not found then the browser will know you have not visited the Web site before. A Cookie can be used to track the activities of your browser and provide you with a consistent Web experience. Cookies were originally used to maintain relevant information such as the number of visitors who viewed various pages of a Web site. Shaw uses Cookies to increase the robustness of its Web sites and to provide more efficient navigation. Use of 'Cookies'
During a Customer's interaction with one of Shaw's Internet sites, Shaw may use a browser feature called a 'cookie' to collect information anonymously and track user patterns on Shaw's Web sites. A cookie is a small text file containing a unique identification number that identifies a Customer's browser - but not the Customer itself - to Shaw's computers each time a Customer visits one of the Shaw Web sites that uses cookies. Cookies tell Shaw which pages of its sites are visited and how many people visited such Web sites. This helps Shaw to enhance the on-line experience of visitors to the Shaw Web sites.
The use of cookies may help Shaw's Customers to personalize their online experience. Unless a Customer specifically advises Shaw, however, Shaw will not know who the Customer is, even though Shaw may assign such Customer's computer a cookie. Shaw cannot use cookies, by itself, to disclose the individual identity of any Web site user. If a Customer provides Personal Information (such as like the Customer's name, telephone number, or even its e-mail address) through or from the Customer's browser, that Customer is Consenting to Shaw combining that Personal Information with information gathered by a cookie.
Customers will find that most major Web sites use cookies and most major browsers are set up to accept them. If a Customer wishes, it can reset its browser either to notify such Customer when it has received a cookie, or to refuse to accept cookies. Customers do not need cookies to visit Shaw sites. However, if a Customer refuses to accept cookies, it may not be able to use some of the features available on Shaw's Web sites such as personalization features.
Updating this Privacy Policy
Any changes to Shaw's Privacy Policy shall be acknowledged in this Policy in a timely manner. Shaw may modify or remove portions of this Privacy Policy when it feels it is necessary and appropriate. You may determine when this policy was last updated by referring to the date found at the top left hand corner of this Privacy Policy page.
Shaw's 10 Privacy Principles
Principle 1 - Shaw's Accountability
Shaw is responsible for all Personal Information under its control, including Personal Information disclosed to third parties for processing. Shaw will designate an individual or individuals who will be accountable for Shaw's compliance with Shaw's Privacy Policy.
| 1.1 | Shaw's senior management is responsibility for ensuring compliance with the provisions of this Privacy Policy. Shaw's senior management may designate one or more individuals to be accountable for fulfilment of Shaw's day to day collection and processing of Personal Information and may also appoint other individuals within Shaw to be responsible for compliance with this Privacy Policy, in respect of its Customers and in respect of its employees. |
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| 1.2 | The identity of the individual(s) designated by Shaw to oversee the compliance with this Privacy Policy are made known internally and will also be made available to our Customers upon their request. |
| 1.3 | Shaw will use contractual or other means to protect Personal Information that Shaw discloses to companies outside of Shaw's group of companies for processing, for example, to evaluate Customers credit worthiness or to bill and collect a Customer's account (see Principle 7 for more details). |
| 1.4 |
Shaw has implemented policies and practices to give effect to this Privacy Policy. Some of these policies and practices are listed below:
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Principle 2 - Identifying the Purposes for Personal Information Collection
Shaw will identify the reasons for which Personal Information is Collected and/or required at or before the time such information is Collected by Shaw.
| 2.1 |
Shaw collects Personal Information for the following purposes:
Personal Information will not be used for any other purpose without your Consent. The purpose of sharing information among the Shaw companies is to help us identify our Customer's specific information, communication and entertainment needs and/or options, and to provide each Customer with appropriate information about various products, services and solutions. |
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| 2.2 | As part of Shaw's information management policies and procedures, Shaw will specify either verbally, electronically or in writing the purposes for which it collects Personal Information. Some of the reasons Shaw may need to collect Personal Information may be for the delivery of cable and/or Internet services, for the marketing and delivery of new cable and/or Internet services, for other services including products, and for such other purposes as may be required or permitted by law. The purposes will be stated in a clear and understandable manner to ensure that the Customer can reasonably understand how the Personal Information will be used or disclosed in order that the Consent made is informed and meaningful. |
| 2.3 | When Shaw wishes to use Personal Information for a purpose not previously identified to the Customer, such as the marketing of non-cable or non-Internet services, Shaw will identify the new use, in the manner set out in 2.1 above. Unless the new use of the Personal Information is required by law, the Consent of the Customer or employee is required before the Personal Information can be used for that new purpose. (See Principle 3 - Consent) |
| 2.4 | Any time Shaw asks a Customer for Personal Information, the Customer may request Shaw to explain the reason the Personal Information is being collected. |
Principle 3 - Obtaining Consent
Consent will be obtained from Customers and employees before or when they Collect, Use, or disclose the Personal Information, except where inappropriate. When Shaw is required to ask for Consent Shaw will make reasonable efforts to ensure that the Customers and employees understand how the Personal Information may be Used or how it may be disclosed by Shaw.
| 3.1 | Consent is required for the collection of Personal Information and the subsequent use or disclosure of the Personal Information. In most cases, Shaw seeks Consent for the Use or disclosure of the information at the time Shaw Collects it. When Shaw wants to use Personal Information for a purpose which it has not previously identified to the Customer, Shaw may seek Consent with respect to the Use or disclosure after the Personal Information was collected, but before it is Used. |
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| 3.2 | Shaw may Collect, Use, or disclose Personal Information without a Customer's or employee's knowledge or Consent in instances where it is deemed a legal or security reason, or for the welfare of an individual where it might make it impossible or impractical to seek Consent. For example, when Personal Information is being collected for the detection or prevention of fraud, seeking Consent may defeat the purpose of collecting the information. All of the circumstances where Shaw may Collect, Use, or disclose Personal Information without a Customer's or employee's knowledge or Consent are as specified and permitted by legislation. |
| 3.3 | Shaw will ensure that a Customer applying for service is informed why Shaw needs the Personal Information and how the Personal Information will be Used. To make Customer's Consent informed and meaningful, the purposes must be clearly stated so that a Customer can reasonably understand how the Personal Information will be Used or disclosed. |
| 3.4 | Shaw may not, as a condition of providing any product and/or service, require a Customer to Consent to the Collection, Use or disclosure of Personal Information beyond that required to provide the product and/or service itself. |
| 3.5 | Consent can be either expressed or implied. The form of Consent sought by Shaw may vary, depending upon the circumstances and the type of Personal Information. In determining the form of Consent to use, Shaw takes into account the sensitivity of the information and the reasonable expectations of the Customer. Shaw generally seeks express Consent when the Personal Information is likely to be considered sensitive. Implied Consent is typically appropriate when the Personal Information is less sensitive. |
| 3.6 | A Customer may withdraw its Consent at any time, subject to legal or contractual restrictions and upon providing Shaw reasonable notice. A Customer wishing to withdraw should contact Shaw at privacy@shaw.ca. |
| 3.7 | In general, the use of products and services by a Customer, or the acceptance of employment or benefits by an employee, will constitute implied Consent required by Shaw to Collect, Use and/or disclose Personal Information for all identified purposes. |
Principle 4 - Limiting the Collection of Personal Information
The Collection of Personal Information by Shaw will be limited to only that information which is necessary for the purposes identified by Shaw. All Personal Information collected Shaw will be by fair and lawful means.
| 4.1 | Shaw will only Collect the amount and type of Personal Information needed for the specified purposes that have been documented by Shaw and identified to Customers and employees. |
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| 4.2 | Shaw will not mislead or deceive Customers or employees about the purposes for which Personal Information is being collected. |
Principle 5 - Limiting Use, disclosure, and retention of Personal Information
No Personal Information will be used, disclosed or shared for purposes other than those for which it was Collected by Shaw unless Shaw has the Consent of the Customer or employee, or as may be required by law. Shaw will keep Personal Information only as long as it is necessary for Shaw to fulfill the purposes for which Personal Information was Collected.
| 5.1 | Shaw will keep Personal Information only as long as it is necessary or relevant for the identified purposes or as may be required by law. Personal Information that has been used to make a decision about a Customer or an employee will be kept by Shaw for a period of time that is reasonably sufficient to allow the Customer or employee access to the Personal Information. In the event a Customer has lodged a complaint about Shaw's compliance with this Privacy Policy the Personal Information shall be kept until a decision has been made to resolve such complaint and then only to permit any questions under this Privacy Policy and the applicable privacy legislation. |
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| 5.2 | Shaw may destroy, erase, or make anonymous Personal Information that is no longer required to fulfill the identified purposes. |
| 5.3 |
Shaw may disclose a Customer's Personal Information to:
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| 5.4 |
Shaw may disclose personal information about its employees:
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| 5.5 | Only Shaw's employees with a business need to know, or whose duties reasonably so require, are granted access to Personal Information Shaw's Customers and employees. |
Principle 6 - Accuracy of Personal Information
Shaw will keep all Personal Information provided to it accurate, complete and up-to-date as is necessary for the purposes for which it is to be used.
| 6.1 | The level to which Personal Information will be accurate, complete, and up-to-date depends on how Shaw uses the Personal Information and Shaw will take into account the interests of the Customer or employee. Personal Information will also be sufficiently accurate, complete, and up-to-date in order to minimize the possibility that inappropriate information is used to make a decision about the Customer or employee needs or interests. |
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| 6.2 | Shaw will update Personal Information that it Collects and Uses on an on-going basis to fulfill the identified purposes. |
| 6.3 | Shaw will not update Personal Information unless updated information is needed to fulfill the purposes for which it was collected. |
Principle 7 - Safeguarding Personal Information
Shaw will protect Personal Information by security safeguards that are appropriate for the level of sensitivity of the Personal Information.
| 7.1 | The security safeguards used by Shaw will protect Personal Information against loss or theft, as well as unauthorized access, disclosure, copying, use, or modification, regardless of the format in which the information is held by Shaw. |
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| 7.2 | The nature of the safeguards will vary depending on the sensitivity of the Personal Information that has been Collected, the scope of the information, and the method of storage of that information. More sensitive types of Personal Information will be safeguarded by a higher level of protection. |
| 7.3 |
The methods of protection may include:
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| 7.4 | Shaw will make its employees aware of the importance of maintaining the confidentiality of Personal Information. |
| 7.5 | Shaw will dispose of Personal Information in a manner that prevents unauthorized parties from gaining access to the Personal Information. |
Principle 8 - Openness about Shaw's Policies and Procedures
Shaw will make readily available to Customers and employees specific information about its policies and procedures relating to the management of Personal Information.
| 8.1 | Shaw will be open about its policies and procedures with respect to the management of Personal Information. Customers and employees will be able to acquire their Personal Information and about Shaw's Privacy Policies and procedures at minimal cost and without unreasonable efforts on their part. This information will be made available in a form that is generally understandable. This information is available by writing to Shaw, to the attention of the Privacy Officer. Contact details are available online at: http://cayooshcom.com/contact.html. |
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| 8.2 |
The Personal Information made available by Shaw will include:
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Principle 9 - Providing Access to Personal Information
Upon a Customer's or an employee's request, and unless prohibited by law, Shaw will inform such Customers and employees of the existence, Use, and disclosure of the Personal Information specific to them and provide them access to that information. Any Customer may challenge the accuracy and completeness of their Personal Information and have it amended as appropriate.
| 9.1 | Upon request, Shaw will inform a Customer or employee whether or not Shaw holds Personal Information about them, and will indicate the source of this information. If Shaw possesses any such information, it will allow the Customer or employee access to the Personal Information specific to that person. In addition, Shaw will provide an account of how that Personal Information has been Used or is being Used along with any Uses by any third parties to whom it has been disclosed. |
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| 9.2 | A Customer or employee may be required to provide sufficient information to identify for Shaw what Personal Information such Customer or employee is enquiring about. The required information provided to Shaw for this purpose shall only be used for this purpose. |
| 9.3 | In certain situations, Shaw may not be able to provide access to all the Personal Information it holds. Exceptions to the access requirement will be limited to those allowed or required under law. |
| 9.4 | In providing an account of third parties to which Shaw has disclosed Personal Information, Shaw will attempt to be as specific as possible. When it is not possible to provide a list of the actual organizations to which it has disclosed Personal Information, Shaw will provide a list of organizations to which it may have disclosed Personal Information. |
| 9.5 | Shaw will respond to a Customer or employee request within a reasonable period of time and at minimal or no cost to the Customer or employee. The requested information will be provided or made available to the Customer or employee in a form that is generally understandable. |
| 9.6 | When a Customer or employee successfully challenges the accuracy or completeness of Personal Information, Shaw will correct, delete, or add additional information as required. Where appropriate, the amended Personal Information will be transmitted to third parties having access to the corrected, deleted, or additional Personal Information. |
| 9.7 | When a challenge is not resolved to the reasonable satisfaction of the Customer or employee, Shaw will record the substance of the unresolved challenge in the Personal Information relating to the Customer or employee. Where appropriate, the existence of the unresolved challenge shall be transmitted to third parties having access to the information in question. |
Principle 10 - Challenging compliance and offering suggestions
A Customer or employee of Shaw may direct any questions or inquires with respect to the Privacy Principles outlined above or about Shaw's practices used in its Privacy Policy to the designated individual accountable for Shaw's compliance.
| 10.1 | Shaw has put procedures in place to receive and respond to complaints or inquiries about the policies and procedures relating to the handling of Personal Information. The complaint process used by Shaw is easily accessible and simple to use. |
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| 10.2 | Shaw will investigate all complaints and respond to all questions asked by its Customers and/or employees. If a complaint is found to be justified, Shaw will take appropriate measures to resolve the complaint, which may include amending its policies and procedures if necessary. |
| 10.3 | Shaw will inform Customers who lodge complaints, or inquire about complaint procedures, that they can contact the Cable Television Standards Council (CTSC) if they are not satisfied with Shaw's response. In the event the CTSC is not able to resolve the complaint, the Customer can bring the matter to the attention of the Office of the Privacy Commissioner. |
To contact the Cable Television Standards Council
Cable Television Standards Council
1910 - 350 Albert Street
Ottawa, Ontario
K1R 1A4
Tel: (613) 230-5442
Toll-free 1-800-426-4170
Fax: (613) 230-5679
Email: comments@ctsc.ca
Web site: http://cbsc.ca (contains an online complaints form)
To contact the Office of the Privacy Commissioner of Canada
Privacy Commissioner of Canada
112 Kent Street
Ottawa, Ontario
K1A 1H3
Phone (613) 995-8210
Toll-free 1-800-282-1376
Fax (613) 947-6850
E-mail: info@privcom.gc.ca (complaints must be submitted in writing)
Web site: http://www.priv.gc.ca