Our privacy commitment to you

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At Koodo, we respect our customers' privacy and take great care to safeguard personal information. As part of our ongoing commitment to putting customers first, we have a long-standing policy of protecting privacy in all of our business operations.¹ We believe that an important part of protecting privacy is to be clear about how we handle customers' personal information, and to make information about our approach easily accessible. While our Privacy Code sets out the general principles that govern the collection, use and disclosure of our customers' personal information², we have also developed this Privacy Commitment to provide you with more specific details about our privacy practices.³

Koodo is part of the TELUS family, and is subject to the TELUS Privacy Commitment and Code. To learn more about TELUS' privacy practices, please visit

telus.com/privacy

. Also available, and applicable to Koodo, is the

Transparency Disclosure

within the

TELUS Sustainability Report

We have learned from our customers that sometimes you just want the big picture, while other times you may want more details or examples of how a policy or process works. For this reason, we have structured this Privacy Commitment in layers. Importantly, both our Privacy Code and Privacy Commitment reflect the requirements of Canada's applicable privacy legislation, including the Personal Information Protection and Electronic Documents Act, applicable Canadian Radio-Television and Telecommunications Commission (CRTC) privacy regulations, and our own continuing commitment to customer privacy. The bottom line is that we want you to understand the purposes for which we collect, use and disclose personal information about our customers. The following is a summary of our privacy practices.

Why we collect personal information

If you are a Koodo customer, Koodo collects certain information about you. We respect your privacy, which is why we collect personal information only for the following purposes:

To establish and maintain a responsible commercial relationship with you and to provide ongoing service.

To understand your needs and preferences.

To develop, enhance, market or provide products and services.

To manage and develop our business and operations.

Here are some examples of what we mean by this:

We may collect personal information to help us manage our day-to-day operations efficiently, and to manage our infrastructure, including securing it and planning for future growth.

We analyze how many customers use our wireless sites at what times of the day to help us plan new infrastructure. We also look at records associated with text and multimedia messages - which includes the date and time of sent and received messages, but not the content itself, as well as the associated phone numbers and cell towers.
We similarly analyze records associated with calls made on our cellular network, including location data (i.e., locations of the cell towers that handled the communications). This also helps us plan for future infrastructure investment.

We may look at usage data on our high-speed Internet network to help us improve reliability and stability. We collect and use IP addresses and port numbers that our customers are assigned, have connected to, or attempted to connect to. This allows us to continue offering Internet connectivity.
We may use video surveillance to monitor and/or record the activity that occurs around our stores, premises or infrastructure, including wireless sites. We may also use unmanned air vehicles (drones) to inspect our remote wireless or network sites (i.e., cell towers). This information is used to maintain our networks, or for security and investigation purposes to protect us from theft, vandalism or damage to our property.
We monitor activity on our networks to detect and prevent fraud to protect both our customers and our business.
We record interactions, such as telephone calls or chats, to or from our service representatives for quality assurance and training purposes; our systems may also conduct real-time analytics on such interactions to identify trends and patterns to help us serve you better.
We collect information about visits to our websites (such as
koodomobile.com
) to optimize our web properties, and for security purposes.

To meet legal and regulatory requirements.

When we share personal information

We take great care with what information we share, and why. There are circumstances where we share some personal information about our customers:

To facilitate and improve the provision of products and services to you.

To enable our service providers and partners to help us serve you better.

For credit-related purposes.

For emergency purposes.

Where required by law or applicable regulation.

Some of the ways we respect your privacy

We have appointed a Chief Data & Trust Officer to oversee our Data & Trust Office. The Office is responsible for maintaining an accountable privacy management program specifically designed to protect your privacy, and for setting policies and procedures to earn and maintain your trust in our data handling practices.
We have embraced the seven foundational principles of Privacy by Design, striving to embed these privacy enhancing principles into all of our product and service development processes.
We maintain a robust information security governance program to protect your personal information with appropriate security safeguards. Our safeguards include administrative, physical and technical security controls. We protect the privacy of your personal information through contractual and other means when we are working with other companies.
We may de-identify personal information for a variety of reasons, including to safeguard it, or where de-identified information will serve the purposes for retaining the information. For example, we may de-identify certain network usage or location data for long term planning where individual customers' personal information is not required. We may also de-identify information prior to conducting analytics that don't require personal information.
We strive to keep your personal information as accurate and up-to-date as is reasonably necessary for the purposes we identify.
We respond in a timely manner to your requests for access to your personal information.
We take privacy and security training and awareness seriously, and we use a variety of different methods to assist our Koodo team members in respecting and protecting your privacy.
Unless you provide your express consent, we do not disclose your personal information to marketers of third-party products to enable targeted advertising, or for any other purpose.
We have a team dedicated to responding to your privacy inquiries or concerns. For more information, please refer to our
Frequently Asked Questions
(FAQs).
We are committed to being transparent with you about how we handle your personal information, including through this policy, our Privacy Code, our privacy page at
telus.com/privacy
, and our annual Transparency reporting.
We use cookies, in a limited manner and for purposes consistent with this Commitment. For more information, please refer to our Cookies Notice.
Privacy legislation generally sets out certain circumstances under which organizations may collect, use or disclose personal information without consent. Examples include emergency circumstances or the investigation of a contravention of laws. Other than under such specified circumstances, Koodo will not collect, use or disclose your personal information for any purpose other than those identified in this Commitment, our Privacy Code, your Customer Service Agreement, or our Service Terms, except with your consent.
We will continue to review this Commitment to ensure it is relevant, remains current with changing technologies and laws, and continues to meet your evolving needs.

Choices we offer you

We rely on your consent to continue to collect, use and disclose your personal information for the purposes we have identified to you. However, we want you to know that you do have choices and can refuse or withdraw your consent as follows:

You may have your name removed from one or more of our marketing lists, such as our telephone, mail or email marketing lists. We use these lists to inform you of relevant products, services and special offers that may be of benefit to you.
Our directory publisher (i.e. Yellow Pages Group) makes available lists of published names, addresses and phone numbers to selected organizations for a fee. You may choose to be excluded from these lists (non-published names, addresses and phone numbers are automatically excluded).
You may refuse to provide personal information to us. You may also withdraw your consent at any time, subject to legal or contractual restrictions and reasonable notice. However, in either case, this may limit our ability to serve you and may force us to cancel some or all of the services you receive from us.
For further information about the above options, please contact us at
1-855-525-6636
.

Our mobility subscribers may also opt-out of including location information in de-identified form where the information or insights are intended to be disclosed to third parties to assist in research, planning, or product and service development, except where such sharing is required by law. For more information about this visit

telus.com/privacy

and click on Data Analytics at TELUS.Unless you tell us otherwise, we will assume that we have your consent to continue to collect, use and disclose your personal information for the purposes we have identified to you.

How Koodo uses GenAi

Questions?

We want you to be comfortable with how we protect your privacy. If you have questions that are not addressed in this Commitment or our Privacy Code, please refer to our

Frequently Asked Questions

; you can also

for further information.Effective October 1, 2017.

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