Privacy
Policy
Last Updated: October 1, 2026
Our Commitment
1. Personal Information We Collect
We collect information from you in person, by phone, by mail, in writing, or through our website, mobile applications, customer portal, online chat, and social media channels. Publicly available information, such as a name, address, and telephone number listed in a public directory, is not treated as personal information.
2. How We Use Your Information
- provide, bill, and support your services, and respond to your inquiries;
- verify your identity and assess creditworthiness;
- send you account and service communications (see Section 5);
- send you marketing communications where you have given consent or where the law permits (see Section 5);
- maintain, secure, and improve our network, website, and apps;
- meet our legal and regulatory obligations.
CFOC is responsible for the personal information it collects and does not sell or rent your personal information.
3. Sharing your Information
We share information with business partners and service providers who supply specialized services to us, such as billing, payment processing, messaging delivery, analytics, and customer support. We require them to protect your information and to use it only for the purpose we provided it. Any disclosure outside CFOC is made on a confidential basis and with appropriate privacy and security safeguards.
- the customer, or an agent acting on the customer’s behalf, such as a person holding Power of Attorney;
- a company that publishes a directory or provides directory-related services;
- a collection agency, or a party used to determine creditworthiness or collect unpaid balances;
- a credit reporting agency;
- government institutions, courts, or regulators where required or authorized by law;
- public authorities or their agents in an emergency, such as a 911 call.
Storage outside Canada. Some of our service providers, including providers of messaging, payment, and cloud services, process or store information in other countries, including the United States. As a result, foreign governments, courts, law enforcement, or regulators may be able to access your information under the laws of those countries.
4. Website, Cookies, and Social Media
Website use. We collect browsing information (pages visited, content downloaded, IP address) through web tools such as cookies to understand how our site is used and to improve it. We use this information in aggregated form for statistics and do not use it to identify you unless you are logged in to your account.
Cookies. Cookies are small files that let our site recognize your browser, remember your preferences, and report which pages are visited. You can set your browser to accept, reject, or notify you about cookies. You do not need to accept cookies to visit our site, but some features may not work properly if you decline.
Social media. Third-party platforms may share aggregated statistics with us about interactions with our brand. Anything you post on CFOC’s official social media pages is subject to that platform’s terms and privacy policy.
Links to other sites. Our website links to other sites. We are not responsible for their content or privacy practices, and we encourage you to read their privacy statements.
5. Electronic Communications and Consent
CFOC sends two kinds of electronic messages. They are handled separately.
Account and service messages. These relate to your account and services: billing and payment reminders, past-due and service suspension notices, service issues, outage alerts, appointment notices, account updates, and customer support. They are not marketing.
- By email, mail, portal, or phone: we send these as part of providing your service.
- By text message: we send these only if you opt in through our customer portal (see Section 6).
- By email: we send marketing emails where you have given express consent, or where Canada’s Anti-Spam Legislation (CASL) permits us to rely on an existing business relationship with you (for example, you purchased from or have a contract with us within the periods CASL allows).
- By text message: we send marketing texts only if you separately and expressly opt in. Consent to account text messages is never consent to marketing texts, and being a customer does not opt you in.
6. SMS (Text Message) Policy
CFOC Account Alerts | CFOC Offers & News | |
|---|---|---|
Purpose | Account and service messages (not marketing-related) | Promotions, new services, offers, and company news |
Examples | Billing and payment reminders, past-due and suspension notices, outage alerts, appointment notices, account updates, support | Special offers, upgrades, new products, news |
How to opt in | Account Alerts checkbox in the CFOC customer portal | Separate Offers & News checkbox in the CFOC customer portal |
Required for service? | No, we also notify you by other means when possible | No, always optional |
Frequency | Varies with your account activity | Up to 2 messages per month |
How to opt out | Reply STOP to any Account Alerts message | Reply STOP to any Offers & News message |
You may, at any time, by contacting us:
- ask what personal information we hold about you and request access to it;
- ask us to correct inaccurate information;
- ask us to delete your information, subject to legal and record-keeping requirements;
- withdraw consent to marketing communications, or to text messages;
- raise any concern about how we handle your information.
We respond to access requests within 30 days, as required by law, and may need to verify your identity first.
8. Security, Retention, and Breaches
We protect personal information with safeguards appropriate to its sensitivity, including encryption of sensitive information sent online, secure storage environments, and restricting access to employees who need it for their jobs (such as billing or customer service).
We keep personal information only as long as needed for the purposes above or as required by law. Account information is generally kept for 7 years after your service ends. Mobile numbers and consent records are kept while your account is active and for 7 years afterward, then deleted or anonymized.
If a breach of our security safeguards creates a real risk of significant harm to you, we will notify you and the appropriate privacy regulators as required by law.
9. Surveys and Contests
Participation in surveys and contests is voluntary. We may collect contact details and demographic information such as postal code or age range. We use contact details to notify winners and award prizes, and to send you promotions only if you have consented.
10. Children
Our services are intended for adults. We do not knowingly collect personal information from children.
11. Contact us and Complaints