Who this policy covers
This policy applies to anyone who visits our website; subscribes to or uses our connectivity and communications services; deals with us as a business customer or on a customer's behalf; reaches us through support, sales, or marketing channels; or uses any NexFibre portal, VoIP or messaging service, internet solution, or related offering. By using our services or engaging with us, you accept the practices described here.
1. The information we gather
Personal information reaches us three ways: directly from you, automatically from your devices and network activity, and from partners or third parties authorized to share it.
A. Provided directly by you, your name and business name, service and billing addresses, email and phone numbers, payment details, account credentials and authentication data, support correspondence, account and marketing preferences, number-porting and carrier-transfer details, and voice/service configuration information. Where the law requires it, we may also collect a date of birth or government-issued ID.
B. Network and service data, depending on what you subscribe to: device identifiers, IP and MAC addresses, call detail records, message routing data, connection logs, usage statistics, service performance metrics, VoIP metadata, session data, signal quality readings, and diagnostic information. Some of this qualifies as regulated telecommunications information under Canadian law, and we maintain safeguards built for it.
C. Website activity, collected automatically as you browse: browser type and version, operating system, referring pages, pages viewed and time on page, search terms, click behaviour, device type, session and cookie identifiers, and approximate location.
D. From third parties, payment processors, fraud-prevention and identity-verification services, credit agencies, marketing and referral partners, telecommunications carriers, analytics providers, and public or regulatory databases.
2. How we use it
- Service delivery & accounts: opening and administering accounts, provisioning internet, TV, and voice, technical support and troubleshooting, customer communications, porting and carrier operations, and coordinating installs and repairs.
- Billing & payments: processing transactions, issuing invoices, managing collections, and detecting billing fraud or unauthorized charges.
- Network operations & security: monitoring network integrity, blocking abuse, spam, and fraud, detecting cyber threats, maintaining reliability, and diagnosing outages.
- Improvement & analytics: strengthening services and infrastructure, analytics and reporting, better customer experiences, and new product development.
- Marketing & communications: service announcements, promotions, surveys, tailored recommendations, and business outreach, conducted in compliance with Canada's Anti-Spam Legislation (CASL).
- Legal & regulatory: meeting telecommunications regulations, answering lawful requests, enforcing agreements, satisfying tax and accounting duties, and supporting emergency-services obligations.
3. When information is shared
Service providers, vendors and contractors handling payments, hosting, service delivery, analytics, customer support, fraud detection, or marketing on our behalf, each expected to uphold confidentiality and security protections.
Network partners, upstream carriers, network operators, emergency-service providers, interconnection partners, number-portability administrators, and regulators, where sharing is needed to route calls, deliver messages, support emergency response, or keep the network operating.
Legal reasons, to comply with laws and regulations, respond to court orders and lawful demands, protect our rights and property, investigate fraud, abuse, or illegal activity, or protect customers, employees, and the public.
Corporate transactions, in connection with a merger, acquisition, financing, asset sale, or insolvency proceeding, with the information remaining subject to protections consistent with this policy.
4. Network & communications data
Running a communications network requires processing traffic data, to deliver voice and messaging, authenticate devices and users, manage routing and connectivity, filter fraud and spam, support 9-1-1 emergency functionality, and maintain quality and uptime. Certain network records are retained for operational, billing, fraud-prevention, security, or legal-compliance purposes, and emergency services may receive location or account details where needed to respond.
5. Cookies & tracking technologies
We use browser cookies, pixels, web beacons, SDKs, session identifiers, and local storage to remember your preferences, authenticate users, measure website performance, improve the experience, deliver relevant messaging, and gauge campaign effectiveness. Cookie behaviour can be managed through your browser or device settings.
6. Analytics & advertising
Analytics and advertising providers help us understand site usage and marketing performance. They may gather device identifiers, cookie data, browser activity, site interactions, and engagement metrics through tools such as web analytics platforms, conversion tracking, marketing automation, and CRM systems. You can opt out of certain advertising through browser controls and recognized industry opt-out mechanisms.
7. Your choices & rights
Depending on your circumstances, you may access your personal information, correct inaccuracies, request deletion of certain data, restrict or object to processing, withdraw consent, request portability, opt out of targeted advertising or certain sharing, and challenge a privacy decision. You can also update account and communication preferences, disable cookies, and unsubscribe from marketing whenever you wish, using the contact details at the end of this policy.
8. Canadian privacy rights
NexFibre complies with the Personal Information Protection and Electronic Documents Act (PIPEDA) and applicable provincial privacy legislation, including Quebec's Law 25 and the personal information protection acts of Alberta and British Columbia where they apply. You may request access to your personal information, corrections, an explanation of how your data is used, and withdrawal of consent subject to legal or contractual limits. Identity verification may be required before a request is fulfilled, and unresolved concerns may be escalated to the Office of the Privacy Commissioner of Canada or your provincial regulator.
9. Where information is processed
Your information is processed primarily in Canada. Some vendors, affiliates, or infrastructure providers may store or process data in other jurisdictions whose privacy laws differ from those at home; where that happens, we apply contractual protections and security measures designed to keep transferred information safeguarded.
10. Data retention
Personal information is kept only as long as reasonably necessary to provide services, maintain accounts, meet legal obligations, resolve disputes, detect fraud, enforce agreements, and support network operations. Retention periods vary with the information type and applicable requirements; records no longer needed are securely destroyed or anonymized.
11. Data security
Administrative, technical, and physical safeguards protect personal information against unauthorized access, disclosure, loss, misuse, alteration, and destruction. Measures include encryption, access controls, monitoring, authentication procedures, network security protections, vendor risk management, and employee confidentiality obligations. No transmission or storage method is completely secure, and absolute security cannot be guaranteed, but it is engineered for.
12. Children's privacy
Our services are not directed at children below the age required by law to give independent consent. We do not knowingly gather personal information from children without proper authorization, and if we discover we have, we take reasonable steps to delete it.
13. Business customer information
When you interact with NexFibre on behalf of an organization, we may process business contact details, administrative account records, support and ticketing history, network and usage data, service management activity, and contract-related correspondence. Signed business agreements may contain additional privacy or confidentiality terms governing specific services.
14. Third-party websites & services
Our website and services may link to third-party sites, applications, or services. Their privacy practices, content, security, policies, and data handling are their own, we are not responsible for them, and we encourage you to review their policies before engaging.
15. AI, monitoring & automated systems
We may use automated systems, analytics tooling, monitoring technologies, and AI-assisted tools for fraud prevention, spam filtering, service optimization, support workflows, network analytics, security monitoring, and operational improvement. These systems process information to make the service more efficient, reliable, and safe.
16. Changes to this policy
This policy is updated periodically. When it changes, the "Last revised" date above is updated, and material changes may also be communicated through the website, email, or customer portals. Continued use of our services after an update takes effect constitutes acceptance of the revised policy.
17. Contact information
For questions, requests, or concerns about this policy or our privacy practices, including access, deletion, and correction requests, privacy complaints, and marketing preferences, contact NexFibre at info [at] nexfibre [dot] ca (attention: Privacy Officer) or +1 416-849-8502.
NexFibre stands behind transparency, privacy-by-design, responsible data handling, security and integrity, and genuine user choice and control.
