Rogers Terms

of Service and
Other Important
Information

To learn more about Rogers products and

services, visit rogers.com
ROGERS TERMS OF SERVICE

1. Introductory Information 2
2. Service Term, Changes and Cancellation 3
3. Account, Charges and Billing Information 6
4. Deposit and Credit Requirements 9
5. Your Use of the Services 9
6. Equipment 11
7. Prepaid Mobile Service 12
8. Your Privacy 13
9. Warranties and Limitation of Liability 13
10. General 16

ACCEPTABLE USE POLICY 18

ROGERS PRIVACY POLICY 24

9-1-1 EMERGENCY SERVICE 27

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ROGERS TERMS OF SERVICE ii. ensuring that anyone who uses Services under your account or
with your authorization complies with the Agreement;
1. Introductory Information iii. ensuring that others do not gain unauthorized access to your
account and your Services, including by protecting the security of
a. How do the Rogers Terms of Service apply to me? any user names or passwords relating to your account;
These Rogers Terms of Service (“Terms”) govern your use of: iv. ensuring that any information you have provided to us is up-to-
i. the Rogers services that you subscribe to or purchase under a date and accurate, and to let us know if it changes.
service agreement or receive from or through Rogers, including
mobile and residential services (“Services”); and d. May I transfer my Agreement to someone else?
ii. any device or equipment used to access the Services or used You will need our prior permission if you want to assign or transfer
with the Services (“Equipment”). an Agreement. We may assign or transfer an Agreement or any of
our rights or responsibilities under an Agreement without notice or
In these Terms, “Rogers”, “us”, “we” and “our” means the Rogers
your permission.
entity named in the service agreement for the specific Service you
subscribe to. These Terms do not apply to services offered by Rogers
Media Inc. or its subsidiaries. 2. Service Term, Changes and Cancellation

b. How do the Rogers Terms of Service work with my service

agreement and other materials made available to me? a. What are the categories of Services covered by my
These Terms work together with the following materials to form your Agreement?
complete agreement (“Agreement”) with us, and provide you with The Services are categorized as follows:
the important information you need to help you fully understand your i. “Term Services” are Services that you subscribe to for a
Services: committed period of time as indicated on your applicable service
i. Your service agreement for the specific Service you subscribe agreement (“Term”);
to (such as a mobile service agreement or residential service ii. “Month-to-Month Services” are Services that you subscribe to on
agreement). an ongoing basis, but not with a Term; and
ii. Our Acceptable Use Policy, which sets out the rules, policies iii. “Pay-Per-Use Services” are Services that you use on a per-usage
and limits you must abide by when using the Services. Our basis (which may be a one-time usage, or usage for a set period
Acceptable Use Policy lists examples of prohibited activities and of time, such as one day or one week), but not on an ongoing
unlawful or inappropriate content and gives us the right to remove basis.
content and/or suspend or terminate your Services if you violate
the policy.
b. What is the term of my Agreement?
iii. Our Privacy Policy, which sets out our policies in relation to the The term of each Agreement starts on the initial activation date of the
collection, use and disclosure of your personal information. Our Services or the Equipment, whichever is earlier (“Activation Date”). On
Privacy Policy details why we collect customer information, how your Term expiry date for a Term Service, the Service will automatically
we use it and how we share it, and specifies how to contact us become a Month-to-Month Service and you will keep your existing
if you would like more information on our personal information Service and Agreement with us until they are changed or cancelled in
handling practices. accordance with these Terms.
iv. Any additional terms and conditions that may apply to a specific c. Can Rogers change my Services or my Agreement?
Service that you subscribe to or use.
Yes, Rogers may change your Services or Agreement as described
v. Any Rogers material describing your Services or products you below.
purchase.
Not applicable to residents of Québec*:
Your Agreement, with any amendments, is the entire agreement
between you and Rogers for the applicable Services. If there is any For mobile Services: We may change any aspect of a Month-to-Month
inconsistency between the materials listed above and these Terms, Service and the corresponding Agreement, as long as we give you at
these Terms will prevail. least 30 days’ prior written notice. We may also change aspects of a
Term Service and the corresponding Agreement, other than a key term
c. Who is responsible for complying with the Agreement? as defined in the Canadian Radio-television and Telecommunications
You, as account holder, are responsible for complying with the Agreement. Commission’s (CRTC) Wireless Code, upon at least 30 days’ prior
Among other things, you are responsible for: written notice to you. In either case, we will send you the written notice
i. all charges on your account; by bill message, text message, letter, e-mail or by message to your
MyRogers account inbox available at rogers.com, and it will explain the
change and when it will take effect.

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For internet Services: We may change any aspect of a Month-to-Month e. How can I cancel my Services and when does cancellation
Service and the corresponding Agreement, as long as we give you at least: take effect?
(i) 60 days’ prior written notice for a change to a key term (as defined in You may cancel any or all of your Services and any corresponding
the CRTC’s Internet Code), or (ii) 30 days’ prior written notice for a change Agreement at any time by calling us at the telephone number set out in
to any other term. We may also change aspects of a Term Service and the Section 10(e) below. Cancellation takes effect on the day that Rogers
corresponding Agreement, other than a key term, upon at least 30 days’ receives notice of the cancellation, or a future date specified in that
prior written notice to you. In either case, we will send you the written notice notice (if applicable), whichever is later. Applicable charges continue until
by bill message, text message, letter, email or by message to your MyRogers that date. However, if you only cancel an add-on, cancellation will take
account inbox available at rogers.com, and it will explain the change and effect on your next billing date for that add-on and applicable charges
when it will take effect. will continue to apply until your next billing date for that add-on, unless
otherwise indicated. If your final bill results in a credit balance on your
For other Services: We may change any aspect of a Month-to-Month
account: most credit balances will be refunded to your credit card on
Service or Term Service as well as any term or provision of an Agreement,
file or a cheque will be mailed to the billing address associated with your
upon prior written notice to you by bill message, text message, letter, e-mail account. However, for credit balances under or over a specified amount,
or by message to your MyRogers account inbox available at rogers.com. If you must contact us to process your refund. Visit rogers.com/refund for
you do not accept the change, your remedy will be to cancel the affected details on our current credit balance refund processes.
Services or Agreement by providing us with notice of cancellation under
Section 2(e) below within 30 days of receiving our notice of change (unless f. Will I be charged an early cancellation fee if I cancel my
we specify a different notice period or different remedy). Service(s)?
If you subscribe to a Term Service that you cancel before the end of its
For Pay-Per-Use Services: Pay-Per-Use Services are subject to Term, you will be charged an early cancellation fee as described in the
availability and may be changed or cancelled by Rogers at any time service agreement for that Term Service (“Early Cancellation Fee”).
without prior notice to you.
g. What happens if I transfer my Service(s) to another service
Applicable only to residents of Québec*: We may change any aspect
provider?
of a Month-to-Month Service and the corresponding Agreement, as long
as we give you at least 30 days’ prior written notice (60 days’ notice Transferring your Service(s) to another service provider is a cancellation
for a key term, as defined in the CRTC’s Internet Code, of an Internet of the applicable Service(s) and an Early Cancellation Fee may apply if
service or corresponding Agreement). We may also change a Term the transfer results in the cancellation of a Term Service before the end
Service and the corresponding Agreement upon at least 30 days’ prior of its Term. Any Service remaining on your account may be removed
written notice, but will not change the price, term, nature or any other and/or transferred to a comparable Service plan if the Service or pricing
essential elements or key terms (as defined in the CRTC’s Wireless and becomes unavailable as a result of the transfer.
Internet Codes) of that Term Service or that Agreement. In either case,
we will send you the written notice by bill message, text message, letter, h. Can Rogers cancel my Services and when does cancellation
e-mail or by message to your MyRogers account inbox available at take effect?
rogers.com. The written notice will be clear and legible, to the exclusion Rogers may cancel any or all of your Services or accounts and any
of any other text and will contain the new or amended term or provision, corresponding Agreement, as long as we give you at least 30 days’ prior
the former version of that term or provision (if applicable), the date that written notice (if you are a resident of Québec, 60 days’). Applicable
the amendment will come into force, and your rights. If a change to a charges continue until the cancellation date. For residents of Québec
Month-to-Month Service or a Term Service entails an increase in your who have subscribed to a Term Service, we may cancel that Service only
obligations or a decrease in our obligations and if you do not accept if you are in serious or repeated breach an Agreement (including for
that change, your remedy will be to cancel the affected Services non-payment) or for another serious reason, including if we no longer have
or Agreement without an Early Cancellation Fee (defined below) by the technical ability to provide that Term Service. Visit rogers.com/refund for
providing us with notice of cancellation under Section 2(e) below no later details on our current credit balance refund processes.
than 30 days after the amendment takes effect.
i. Can Rogers suspend or cancel my Services without notice?
For Pay-Per-Use Services: Pay-Per-Use Services are subject to We may restrict, suspend, block, disconnect or cancel any or all of your
availability and may be changed or cancelled by Rogers at any time Services, Equipment, accounts or identifiers in any way, including 9-1-1
without prior notice to you. service, without notice or liability to you, if:
d. May I change my Services? i. you are in breach of an Agreement, including for non-payment;
You may change your Services at any time by contacting us in any ii. you exceed your credit limit;
of the ways set out in Section 10(e) below. You may be subject to an
administrative charge in accordance with Section 3(e) below. Please note iii. you fail to provide or maintain a reasonable security deposit or
that if you wish to change a Service, you may only be able to change to other credit requirement when we ask you to;
a Service that is currently available in market. Also please note that any iv . you agree to a deferred payment arrangement with us and fail to
Service you remove may no longer be available for the price that you comply with its terms;
currently pay, or at all.
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 v. you exceed our reasonable usage limits; allotted usage are pro-rated for the period between your Activation
Date and your bill date. Usage charges, such as additional data,
vi. you have given us false, misleading or outdated information; airtime, long distance, movie or event purchases and roaming are billed
vii. we reasonably suspect or determine that any of your account, after you use them. We may bill you for a charge up to 6 months from
identifiers, Services or Equipment is the subject of fraudulent, the date the charge was incurred.
unlawful or improper usage or usage that adversely affects our
operations or the use of our services, facilities or networks or those b. When is my bill payment due?
of third parties with whom we have roaming or network sharing Charges on your account are due and payable in full from the date of
agreements; your bill. If you are paying by mail or through a financial institution, please
allow adequate time for your payment to reach us before the required
viii. you harass, threaten or abuse us or our employees or agents; payment date. You are responsible for all charges on your account.
ix. you fraudulently or improperly seek to avoid payment to us;
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x. we need to install, maintain, inspect, test, repair, remove, replace, If we do not receive payment of an amount due on your account by the
investigate, protect, modify, upgrade or improve the operation of specified required payment date, it will be subject to a late payment
the Services, the Equipment or our facilities or networks; charge of 3% per month. This late payment charge will accrue on a
xi. any account or service on which your Services depend is daily basis and will be calculated and compounded monthly on the
cancelled for any reason; or outstanding amount (42.58% per year) from the date of the first bill on
which it appears until the date we receive that amount in full. You agree
xii. we reasonably believe that there is an emergency or extreme that we can charge any unpaid and outstanding amount, including any
circumstance that would warrant that action. late payment charges, on any pre-authorized payment method on your
If we restrict, suspend, block, disconnect or cancel your Services or account (e.g., a credit card or bank account withdrawal).
accounts:
d. Will Rogers ever assign my account to a collection agency?
i. you must pay any amounts owing;
Yes, if your account has an unpaid final balance, then we may assign
ii. we may also restrict, suspend, block, disconnect or cancel, your account to a collection agency after your account has been
without notice or liability, your Services under any other agreement cancelled:
or account that you may have with us or a related Rogers entity i. at any time, if the contact information for your account is no
(including accounts that may be in good standing); longer valid;
iii. you may be charged for any costs incurred by us or any related ii. no earlier than 25 days after the cancellation date, if your account
Rogers entity in connection with your breach of these Terms, was cancelled for non-payment; or
including costs incurred to enforce your compliance;
iii. no earlier than 35 days after the cancellation date, if your account
iv. your access to emergency or accessibility services (e.g., 9-1-1) was cancelled for any other reason, and you have an unpaid
may also be restricted, suspended, blocked, disconnected or final balance of $20 or more or you have not returned rental
cancelled; Equipment.
v. your rates for services with related Rogers entities may change in
e. Will I be subject to any administrative charges?
accordance with the terms of those services; and/or
We may apply administrative charges in connection with your account,
vi. recurring service charges continue to apply during any including as a result of the following:
suspension of Services.
i. price plan change;
j. Will these Terms still apply once my Services are cancelled? ii. phone number (or other identifier) change;
Certain provisions of these Terms may still apply as they may still iii. transfer of Service;
be relevant even after cancellation of all your Services. Specifically,
Sections 1(b)-(d), 2(e)-(j), 4(b)-(c), 5(c), 6(d) and (f), 9, 10(b)-(d) and the iv. bill reprint requests;
arbitration provisions of Section 10(a) will continue to apply to you after Not applicable to residents of Québec*:
cancellation of your Agreement.
v. collection efforts due to non-payment;
3. Account, Charges and Billing Information vi. returned or rejected payments; and/or
vii. the restoral or suspension of Service.
a. How does Rogers bill me for Services?
A list of these charges is available on request, or at rogers.com/charges,
Service charges will start on the Activation Date and are billed in and forms part of these Terms.
advance. Unless we both agree to a different arrangement, your billing
period runs for one month, and ends on the bill date noted on the
top of your bill. Your Activation Date and billing period won’t always
start on the same day. When this happens, your Service charges and
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f. What if I do not understand or disagree with a charge on my defined as local or long distance based on local calling areas, and
bill? your local calling area depends on your home phone number. If you
Any questions or discrepancies regarding charges must be reported to dial a number that is long distance to your home phone number, then
us within 90 days of the date of the applicable bill. Failure to notify us it is a long distance call. When using Call Forwarding, long distance
within this time period means that you have accepted those charges. charges apply when the number to which you forward the call is
If any of those discrepancies resulted in unauthorized or incorrect outside your local calling area.
charges on your account, then we will reverse those charges within 30 4. Deposit and Credit Requirements
days of receiving notice from you.
If you have reported a billing discrepancy to us, then we will wait at least a. Does Rogers require security deposits or other payment or
10 days before cancelling your service in accordance with Section 2(h) credit requirements?
or Section 2(i). Yes, we may require a security deposit or impose other payment or
credit requirements such as interim payments, mandatory prepayments,
How do discounts and promotions work? or pre-authorized payments.
We will apply a discount, promotion or benefit to your account as long b. How are security deposits used?
as you remain eligible for it. We may check your eligibility from time to
Any security deposit you provide to us will be kept for at least 12
time, and if you become ineligible to receive that discount, promotion or
months, unless your Services are cancelled sooner. After 12 months,
benefit for any reason, we may remove it, and/or transfer your Service to we may release and apply the security deposit against your account
a comparable Service plan, without prior notice. balance if we determine that your payment history has been satisfactory
g. How is mobile local and long distance airtime charged? or that you have otherwise met our financial criteria for the return of
the security deposit. We may apply your security deposit toward your
Local and long distance airtime charges are rounded up to the next full
account if you do not pay your bill and we may require you to replenish
minute. A one-minute minimum charge applies to every completed call the security deposit after use. We will notify you when we apply all or
(made or received). The airtime for the entire call is charged based on part of any security deposit. We will return to you any security deposit
the applicable rate at the beginning of the call. Airtime charges (plus with applicable interest within 30 days of cancellation of your Services
long distance, if applicable) apply to completed or answered calls from or once we have determined that the conditions for returning the security
the moment you press SEND until you press END and includes the deposit have been met.
ring time. For international calls or while roaming, you may be charged
regardless of whether the call is completed. c. Will I earn any interest on security deposits?
Yes, you will earn interest on your security deposit with us, using the
h. +  RZGRHV5RJHUVGHWHUPLQHLI,·PRQDORQJGLVWDQFH
Bank of Canada’s overnight rate in effect at the time, plus 1 percent,
mobile call? on the basis of the actual number of days in a year, accruing on a
Mobile local calling areas are the areas in which you can make or receive monthly basis. Interest is earned starting from the date we collect
calls without incurring long distance charges. Mobile calls are defined a security deposit from you (but no earlier than required under
as local or long distance based on local calling areas. Your location at applicable legislation or regulation) until the date we return it to you.
the time of the call, your mobile phone number and the phone number
called are all important factors in determining local calling areas and d. Will Rogers impose a credit limit on my account?
mobile long distance. Your “Incoming Local Calling Area” is based on Upon notice to you, we may assign or change a credit limit on your
the geographical location associated with your mobile number. All calls account at any time. Service may be suspended at any time to any
that you receive while you are in your Incoming Local Calling Area are and all of your accounts if your balance, including unbilled usage and
local. All calls that you receive while you are outside your Incoming Local pending charges, fees and adjustments, exceeds this limit. Recurring
Calling Area are long distance. Your “Outgoing Local Calling Area” is service charges continue to apply during any suspension of Services.
determined by your physical location. If you dial a number that is local
to your physical location, then it is a local call. If you dial a number that 5. Your Use of the Services
is long distance to your physical location, then it is a long distance a. Do I own my phone number?
call. When using Call Forwarding, long distance charges apply when
the number to which you forward the call is outside the geographical You do not own any phone number, e-mail address or other identifier
location associated with your mobile number, regardless of your physical assigned to you. Rogers cannot guarantee that these identifiers will
location. Visit rogers.com/longdistance for current long distance rates. never be changed, but we will only change them when necessary in
extreme circumstances and will make a reasonable attempt to notify you
i. How is home phone long distance calling charged and in advance of the change. Rogers may provide Services through other
KRZGRHV5RJHUVGHWHUPLQHLI,·PRQDORQJGLVWDQFH identifiers when necessary.
home phone call?
b. Does Rogers monitor the content that I transmit when I use the
Long distance charges are rounded up to the next full minute. A one-
Services?
minute minimum charge applies to every completed long distance
call you make. For international calls, you may be charged regardless We have the right, but not the obligation, to monitor or investigate any
of whether the call is completed. For home phone Services, calls are content that is transmitted using the Services (other than voice Services)

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or the Equipment. We may also access or preserve content or information 6. Equipment
to comply with legal process in Canada or foreign jurisdictions, operate the
Services, ensure compliance with an Agreement, or protect ourselves, our a. Is Equipment new or refurbished?
customers or the public. Equipment that you purchase from us is new, unless otherwise
indicated. Equipment that you rent from us is refurbished, unless
c. What are my responsibilities relating to the Services, and otherwise indicated, and is based on availability.
Rogers or third party software or content?
All trademarks, copyright, brand concepts, names, logos and designs b. May I upgrade my Equipment?
that we use are intellectual property assets, registered or otherwise, You may request to upgrade your Equipment at any time by contacting
of or used under license by Rogers Communications Inc. or of one of us in any of the ways set out in Section 10(e) below. You may be
its affiliates. All are recognized as valuable assets of their respective subject to an administrative charge in accordance with Section
owners, and you may not display, copy or use them in any manner for 3(e) above. If, in connection with your Equipment upgrade, you are
commercial or any other purpose. subscribing to a new Term and cancelling a previous Term early, you
will be charged an Early Cancellation Fee. Please note that if you wish
The Services and any software or content that you receive or purchase to upgrade your Equipment, you may also be required to change to a
through Rogers or our third party storefronts is for your own personal, Service that is currently available in market. Also please note that any
lawful, non-commercial use. You agree that you will only use the Service or Equipment you remove may no longer be available.
Services and this software and content in accordance with your
applicable Agreement and any applicable licence agreements. c. Is my Equipment restricted to the Rogers network or Services?
Without limiting the previous paragraph, please note that you may not: For mobile Services:
i. copy, distribute, transfer or sell any of the Services or this software Your mobile device is not locked to the Rogers network. If your mobile
or content; device is or becomes locked to the Rogers network, please contact us and
we will provide you with the means to unlock it at no charge. Please note
ii. modify, alter or tamper with any of the Services or this software or that for the first 90 days following the Activation Date, if you are roaming off
content; the Rogers network, your Service will be restricted from placing outgoing
iii. reverse engineer, decompile or disassemble any of this software; calls to destinations other than those that have a North American area
code (including Canada and the USA) and the destination at which you are
iv . attempt to defeat, avoid, by-pass, remove, deactivate or located while placing the call (not applicable to prepaid service).
otherwise circumvent any software protection mechanisms.
For residential Services:
The Services and this software and content remains our property or Purchased and rental Equipment are to be used only with Rogers
that of our licensors or content providers, as applicable. Except for Services at the service address identified on your account. If you attempt
the limited rights explicitly granted to you, all right, title, interest and to tamper with any Equipment, it may become permanently unusable
intellectual property rights in and to the Services and this software and and may violate the software licence agreement for that Equipment.
content are retained by their respective owners and are protected by
applicable trademark, copyright and/or other intellectual property laws d. Will Rogers ever need access to my property?
and treaties. You must take reasonable steps to protect the Services You authorize us and our representatives to enter or have access to
and this software and content from theft, loss or damage. your premises as necessary upon reasonable notice from us to install,
maintain, inspect, repair, remove, replace, investigate, protect, modify,
Please be aware that software or content may from time to time
upgrade or improve the operation of our services, the Equipment or
automatically and, without notice to you, cause your Equipment to
our facilities or networks, whether for your benefit or the benefit of
access the internet incurring data usage and/or overage charges.
others. If any of your Services or accounts have been cancelled, then
d. What do I need to know about the Yahoo! Services available to you authorize us and our representatives to enter or have access to
me? your premises to disconnect the Services and remove our Equipment,
Yahoo!, through its corporate entities may provide Rogers internet as applicable.
Service customers with access to a collection of resources, including e. Who is responsible for ensuring that my Equipment is compatible
various communications tools and content (the “Yahoo! Services”). and up to date?
When you use the Yahoo! Services, Yahoo!’s terms of service, guidelines
Equipment and related software may have to meet certain minimum
and rules (“Yahoo! Terms”) applicable to such services that are posted
requirements and be maintained in certain ways and in certain locations
on the pages where you access these services govern your use of
in order to access the Services or for the proper operation of the
the Yahoo! Services. With respect to Rogers internet Services and the
Services (e.g., 9-1-1 services). Those requirements may change from
Yahoo! Services, the obligations of Rogers and Yahoo! are several and
time to time without notice and you are responsible for updating or
not joint. Information about how your personal information is treated when
maintaining your Equipment and software as necessary to meet those
using the Rogers internet Services and Yahoo! Services is available at
requirements. We may provide software updates for the Equipment for
policies.yahoo.com/ca/en/rogers/privacy/index.htm.
the continued operation of the Services or the Equipment. Likewise,
from time to time we may have to modify or remove previous

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software features in order to introduce new features to ensure that the c. :  KDWLI,GRQ·WXVHP\SUHSDLGPRELOH6HUYLFHRQDUHJXODU
Equipment remains compatible with technological advancements. If basis?
your Equipment or software is not up to date, we may not be able to If your prepaid mobile account balance remains at $0 for 6 consecutive
provide you with applicable customer support. months or if required payments towards your account are not made
If you use Equipment that you did not purchase or rent from Rogers, or are returned, for any reason, your prepaid mobile identifier (e.g.,
your access to and the proper operation of the Services (e.g., 9-1-1 phone number or PIN number) will be deactivated. Please also note any
services and public alerts) may be limited. We recommend that you use prepaid mobile balance may have an expiry date as indicated.
Equipment provided by Rogers. d. Other than usage charges, are there any additional fees
f. What are my responsibilities relating to the Equipment? associated with prepaid mobile Service?
You are solely responsible for: We will deduct a 9-1-1 Emergency Access Fee (non-government fee)
for the provision of access to 9-1-1 service and any applicable 9-1-1
i. any access to the Equipment; provincial government fee, once per month from your prepaid mobile
ii. providing any additional connections, as well as inside wiring and account (there is no airtime charge for calls made from your mobile
home phone terminal equipment, that are not provided by us; device to 9-1-1). For more information, please visit rogers.com/911.
iii. reconnecting any of your equipment and facilities as necessary
after cancellation of your Services; 8. Your Privacy

iv . maintaining the security and privacy of your property and your a. How does Rogers protect my privacy?
transmissions using the Services, the Equipment or our facilities Rogers is committed to protecting your privacy and we take all
or networks; reasonable steps to ensure that your personal information is safe and
v. protecting against any breaches of security or privacy or other secure in compliance with applicable privacy laws and regulations.
risks involved in installing, using, maintaining or changing the For more information, please see the Rogers Privacy Policy available at
Services or the Equipment; and rogers.com/privacy.
vi. ensuring that there are no unauthorized attachments to the
9. Warranties and Limitation of Liability
Equipment or our cable (e.g., for television Equipment, only 1
television may be attached to any outlet). Please note that the term “Rogers Parties” includes Rogers and its
Except for Equipment that you have purchased, all Equipment we install affiliates, partners, licensors, dealers, representatives, suppliers and
or provide to you remains our property. For all Equipment we own, you agents (and their respective employees, officers, directors, shareholders
must: and representatives).
i. take reasonable care of it; a. Are there any warranties on the Equipment?
ii. not sell, lease, mortgage, transfer, assign or encumber it; The Equipment may be covered by a manufacturer’s or other warranty.
iii. not re-locate it without our knowledge and permission; and Please see the materials accompanying your Equipment for warranty
information and details, including coverage, duration and how you may
iv. return it to us at your own expense upon cancellation of the make a claim under the warranty. There may also be optional Equipment
Services to which the Equipment is related. protection programs made available to you from time to time.
If our Equipment is lost, damaged, stolen, sold, leased, mortgaged, b. Are there any warranties on the Services?
transferred, assigned, encumbered or not returned, you must immediately
The Services that Rogers provides may be impacted by factors beyond
notify us. You agree to pay us the undiscounted retail value of that
Rogers’ reasonable control. For this reason, you acknowledge and
Equipment, together with any costs we incur in seeking possession of it.
understand that the Services or access to the Services, including 9-1-1,
public alerts or accessibility services, may not function correctly or at all
7. Prepaid Mobile Service in the following circumstances:
i. if your Equipment fails, is not configured correctly or does not
a. If I am a Rogers prepaid mobile customer, how can I check my meet Rogers’ requirements;
prepaid mobile account balance?
You can check your account balance from your prepaid mobile device ii. if you install certain third party applications on your Equipment;
by calling *611 (it’s a free call). iii. in the event of a network outage or power failure;
b. If I change my mind about adding to my prepaid mobile iv. if you tamper with or, in some cases, move the Equipment; or
balance, can I get a refund?
v. following suspension or cancellation of your Services or account.
No. Deposits into your account for prepaid mobile Services are non-
refundable.

12 13
To the maximum extent permitted by applicable law: v. any error, inclusion or omission relating to any telephone listings or
directories;
i. the Rogers Parties do not guarantee or warrant the performance,
availability, coverage, uninterrupted use, security, pricing or vi. the denial, restriction, blocking, disruption or inaccessibility of any
operation of the Services, the Equipment (except towards Services, including 9-1-1, public alerts or accessibility services,
residents of Québec* in accordance with statutory warranties) Equipment or identifiers (including phone numbers);
or any products, content, applications, software, services,
vii. any lost, stolen, damaged or expired Equipment, identifiers,
facilities, connections or networks used or provided by us or third
passwords, codes, benefits, discounts, rebates or credits;
parties (collectively, the “Offering”);
viii. any unauthorized access or changes to your account or Equipment,
ii. Rogers may limit the amount of an Offering that you may purchase;
or the use of your account or Equipment by others to authenticate,
iii. you bear the entire risk as to the use, access, transmission, access or make changes to an account you may have with a
availability, reliability, timeliness, quality, security and performance third party, such as a social media or financial account, including
of the Offering; changing passwords or transferring or withdrawing funds;
iv. the Rogers Parties do not make any express or implied ix. any error, omission or delay in connection with the transfer of
representations, warranties or conditions, including warranties of phone numbers to or from another telecommunications service
title or non-infringement, or implied warranties of merchantable provider, or any limitation connected to that transfer or that
quality or fitness for a particular purpose, with regard to the telecommunications service provider;
Offering.
x. any acts or omissions of a telecommunications carrier whose
Not applicable to residents of Québec*: facilities are used to establish connections to points that we do not
v. all representations, warranties and conditions of any kind, express serve; or
or implied, are excluded;
xi. any claims or damages resulting directly or indirectly from any
vi. no advice or information, whether oral or written, that you obtain claim that the use, intended use or combination of the Offering
from the Rogers Parties creates any term, condition, representation or any material transmitted through the Services infringes the
or warranty not expressly stated in an Agreement. intellectual property, industrial, contractual, privacy or other rights
c. How does Rogers limit its liability? of a third party.
Unless otherwise specifically set out in an Agreement, to the maximum Not applicable to residents of Québec*: These limits are in addition
extent permitted by applicable law, and except towards residents of to any other limits on the Rogers Parties’ liability set out elsewhere in
4XpEHF IRUGDPDJHVUHVXOWLQJIURPD5RJHUV3DUW\·VRZQDFW, the an Agreement and apply to any act or omission of the Rogers Parties,
Rogers Parties will not be liable to you or to any third party for: whether or not the act or omission would otherwise be a cause of action
i. Not applicable to residents of Québec*: any direct, indirect, in contract, tort or pursuant to any statute or other doctrine of law.
special, consequential, incidental, economic or punitive damages d. Are there any additional limitations of liability that apply,
(including loss of profit or revenue; financial loss; loss of business including in relation to 9-1-1 emergency services?
opportunities; loss, destruction or alteration of data, files or
For mobile Services:
software; breach of privacy or security; property damage; personal
injury; death; or any other foreseeable or unforeseeable loss, We are not liable for:
however caused) resulting or relating directly or indirectly from i. libel, slander, defamation or the infringement of copyright arising
or relating to the Offering or any advertisements, promotions from material or messages transmitted over our network from
or statements relating to any of the foregoing, even if we were your property or premises or recorded by your equipment or our
negligent or were advised of the possibility of such damages; equipment;
ii. Applicable only to residents of Québec*: any damages ii. damages arising out of your act, default, neglect or omission in the
(including loss of profit or revenue; financial loss; loss of business use or operation of equipment that we provide;
opportunities; loss, destruction or alteration of data, files or
software; breach of privacy or security; or property damage) iii. damages arising out of the transmission of material or messages
resulting or relating directly or indirectly from or relating to the over our network on your behalf, which is in any way unlawful; or
Offering; iv. any act, omission or negligence of other companies or
iii. any Offering provided to you or accessible by you through the telecommunications systems when their facilities are used in
Services, any charges incurred in connection with such Offering establishing connections to or from your facilities and equipment.
or anything that is or can be done with such Offering even if you Except in cases where negligence on our part results in physical
are billed for such Offering; injury, death or damage to your property or premises, our liability
for negligence related to the provision of 9-1-1 emergency
iv. the performance, availability, reliability, timeliness, quality, services on a mandatory basis is limited to the greater of $20
coverage, uninterrupted use, security, pricing or operation of the and 3 times the amount, if any, you would otherwise be entitled
Offering;
14 15
 to receive as a refund for the provision of defective Service under Where applicable, arbitration will be conducted in the province in which
an Agreement. However, our liability is not limited by this Section you reside, on a simplified and expedited basis by 1 arbitrator under the
in cases of deliberate fault, gross negligence or anticompetitive current laws and rules relating to commercial arbitration in the province
conduct on our part or in cases of breach of contract where the or jurisdiction in which you reside on the date of the notice. Rogers will
breach results from our gross negligence. pay all reasonable costs associated with that arbitration. Any arbitration
will be conducted in accordance with our Arbitration Protocol, which is
For home phone Services:
available at rogers.com/terms.
In order for 9-1-1 emergency services to function properly with home
phone Services, you must use the adapter which forms part of the b. What happens if part of an Agreement becomes unenforceable
Equipment we have provided you (“Adaptor”) and other Equipment at RUGRHVQ·WDSSO\"
your service address. We will not be liable to you or to any third party for If any portion of an Agreement is unenforceable, the remaining provisions
your failure to comply with this requirement. The home phone Services continue in full force. Our failure to enforce strict performance of any
may not function correctly, or at all, in the following circumstances: provision of an Agreement does not mean we have waived any provision
i. if your Adaptor or other Equipment fails or is not configured or right. Neither the course of conduct between us nor trade practice
correctly; modifies any provision of an Agreement.
ii. in the event of a cable network outage or power failure; c. Why did I receive these Terms in English?
iii. if you tamper with or move your Adaptor or other Equipment to a Applicable uniquement aux résidents du Québec*: Les présentes
location other than your service address; or modalités ont été rédigées en anglais à votre demande expresse,
après avoir pris connaissance de la version française. Vous consentez
iv. following suspension or cancellation of your Services or account. à ce que les futurs documents liés à vos modalités, y compris les
We will not be liable to you or to any third party for any inability to use the modifications, les confirmations de commande et les communications,
home phone Services or to obtain access to 9-1-1 emergency services puissent être fournies en anglais.
as a result of the limitations described in this Section.
Applicable only to residents of Québec*: Your Agreement has been
e. Are there any circumstances under which I would have to drawn up in English at your express request, after having examined
compensate Rogers? a French version. You agree that all future documents related to
You will indemnify and hold harmless the Rogers Parties from and your Agreement, including amendments, order confirmations, and
against any claims, losses, damages, costs and expenses (including, communications, may be provided in English.
without limitation, reasonable legal fees and other litigation expenses)
incurred by the Rogers Parties relating to your violation, alleged violation d. What laws apply to these Terms and the rest of my Agreement?
or misappropriation of any intellectual property, industrial, contractual, Each Agreement is governed by any applicable laws of Canada and by
privacy or other rights of a third party or any alleged libel or slander by a the laws of the province in which your billing address is located and you
third party against you. submit to the jurisdiction of the courts of that province. However, if your
billing address is outside of Canada, that Agreement is governed by the
10. General laws of the province of Ontario and you submit to the jurisdiction of the
courts of Ontario. Rights and remedies may vary by province.
a. How can I resolve a complaint or dispute with Rogers? e. How can I contact Rogers?
If you have a concern that was not resolved, then we invite you to submit To contact us:
a Share a Concern form (located at rogers.com/concern) and we’ll i. visit a Rogers store;
respond within 2 business days. If you’re not satisfied with the resolution
by one of our management team members, then you also have the option ii. call 1 888 ROGERS1 (1 888 764-3771) or, from your Rogers
to speak to our Office of the President. mobile phone, call *611 (it’s a free call);
Not applicable to residents of Québec*: To the extent permitted iii. go online at rogers.com/contactus to use our live chat;
by applicable law, unless we agree otherwise, any claim or dispute, iv. send a fax to 1 800 219-6473; or
whether in contract or tort, under statute or regulation, or otherwise, and
whether pre-existing, present or future, arising out of or relating to the v. write to Rogers Customer Service, 70 Assomption Blvd., Moncton,
following items will be determined by final and binding arbitration to the NB E1C 1A1.
exclusion of the courts:
Any notice of a claim must be given to the Rogers Legal Department,
i. an Agreement; 333 Bloor Street East, Toronto, ON M4W 1G9 and will be deemed to
ii. the Services or Equipment; have been given on the date on which it was sent by the party giving
the notice.
iii. oral or written statements, advertisements or promotions relating to
an Agreement, the Services or Equipment; or * “residents of Québec” means residents of Québec who enter into an
Agreement to which the Consumer Protection Act (Québec) applies.
iv. the relationships that result from an Agreement.
10/23
16 17
ACCEPTABLE USE POLICY ix. use, reproduce, distribute, sell, resell or otherwise exploit the
Services or content we provide or which you obtain through the
Please direct any questions or comments regarding this Acceptable Services for any commercial purposes;
Use Policy (“AUP”) and complaints of violations of this AUP by x. copy, distribute, sub-license or otherwise make available any
subscribers to [email protected]. Except where otherwise indicated, software or content we provide or make available to you or which
“you” and “your” means you and every person who uses the Services you obtain through the Services, except as authorized by us;
through your account.
xi. alter, reproduce, or tamper with the Services or any function,
Introduction component or identifier of your Equipment, such as the
Electronic Serial Number (ESN) or the International Mobile
When using our services, the Equipment, our facilities or networks Equipment Identity (IMEI) that is not meant to be altered,
and any products, content, applications or services in conjunction reproduced or tampered with;
with the Services or Equipment, you must comply with all applicable
laws, and our policies, rules and limits including this AUP. This AUP xii. restrict, inhibit or interfere with the ability of any person to
supplements and is incorporated into the Rogers Terms of Service access, use or enjoy the Internet, the Services or any Equipment
(the “Terms”), which accompanies this AUP. It is also available at used to connect to the Services, or create an unusually large
http://www.rogers.com/terms. Unless otherwise defined burden on our networks or third party networks for which we
in this AUP, defined terms have the meanings given have roaming or network sharing agreements, including, without
to them in the Terms. IF YOU DO NOT AGREE TO BE BOUND BY THE limitation, posting, uploading, transmitting or otherwise making
TERMS AND THIS AUP, AS AMENDED FROM TIME TO TIME, YOU available information or software containing a virus, lock, key,
SHOULD IMMEDIATELY STOP USING THE SERVICES AND NOTIFY bomb, worm, Trojan horse or other harmful, limiting, destructive
ROGERS THAT YOU ARE TERMINATING THE SERVICES. or debilitating feature, distributing mass or unsolicited email
(“spam”) or other messages, or otherwise generating levels
Prohibited Activities of traffic sufficient to impede others’ ability to send or retrieve
Without limitation, you may not use (or allow anyone else to use) our information, or to use the Services in an abusive manner in
Services to: connection with any unlimited packages, options or promotions;
i. use, possess, post, upload, transmit, disseminate or otherwise xiii. disrupt any backbone network nodes or network service, or
make available content that is unlawful or violates the copyright or otherwise restrict, inhibit, disrupt or impede our ability to monitor
other intellectual property rights of others (as described in more or deliver the Services, any transmissions or data;
detail below); xiv. interfere with computer networking or telecommunications
ii. participate in any illegal soliciting or gaming schemes; service to or from any Internet user, host, provider or network,
including, without limitation, denying service attacks, overloading
iii. attempt to use the Services in such a manner so as to avoid a service, improperly seizing or abusing operator privileges
incurring charges for usage; (“hacking”), or attempting to “crash” a host;
iv. participate in any fraudulent activities, including impersonating xv. use the Services for anything other than your own personal
any person or entity or forging anyone else’s digital or manual purposes (such as reselling the Services, providing Internet
signature. You assume all risks regarding the determination of access or any other feature of the Services to any third party) or
whether material is in the public domain; share or transfer your Services without our express consent;
v. access the Internet via the Services using Internet Protocol (IP) xvi. operate a server in connection with the Services, including,
addresses other than the IP address(es) assigned to you by us; without limitation, mail, news, file, gopher, telnet, chat, Web, or
vi. invade another person’s privacy, collect or store personal data host configuration servers, multimedia streamers or multi-user
about other users, or stalk or harass another person or entity; interactive forums;
vii. access any computer, software, data or any confidential, xvii. impersonate any person or entity, including, without limitation,
copyright-protected or patent-protected material of any other a Rogers official, forum leader, guide or host, or falsely state or
person, without the knowledge and consent of that person, otherwise misrepresent your affiliation with a person or entity;
or use any tools designed to facilitate access, such as xviii. forge headers or otherwise manipulate identifiers in order to
“packet sniffers”; disguise the origin of any content transmitted through the
viii. upload, post, publish, deface, modify, transmit, reproduce, Services; or
distribute in any way or otherwise make available information, xix. port scan a person’s computer or wireless device without that
software or other material protected by copyright or other person’s consent, or use any tools designed to facilitate these scans.
proprietary or contractual right (such as a non-disclosure
agreement) or related derivative works, without obtaining
permission of the copyright owner or rightholder;

18 19
Unlawful or Inappropriate Content agree to treat as confidential all access codes, personal identification
numbers and/or other passwords that we may provide to you for use
Any Rogers Party reserves the right to move, remove or refuse to post
with the Services.
any content, in whole or in part, that it, in its sole discretion, decide are
unacceptable, undesirable or in violation of the Terms or this AUP. This Unsolicited Communications
includes, without limitation:
As set out above, the Services may not be used to send unsolicited, bulk
i. obscene, profane, pornographic content;
or commercial messages or for any other unsolicited communications.
ii. defamatory, fraudulent or deceptive statements; This includes, without limitation, using automatic dialing and announcing
devices to or otherwise make unsolicited voice or facsimile calls and
iii. threatening, intimidating, abusive or harassing statements; bulk mailing of commercial advertising, informational announcements,
iv. content that violates the privacy rights or intellectual property charity requests, petitions for signatures and political or religious
rights of others; messages. Such communications may only be directed to those who
have explicitly requested it. The Services may not be used to send
v. content that unlawfully promotes or incites hatred; messages to any individual who has indicated that he/she does not
wish to receive messages from you. The Services may not be used to
vi. content that is otherwise offensive or objectionable; or collect responses from unsolicited e-mail messages sent from accounts
vii. any transmissions constituting or encouraging conduct that would on other Internet hosts or e-mail services that violate this AUP or the
constitute a criminal offence, give rise to civil liability or otherwise acceptable use policy of any other Internet service provider. Moreover,
violate any municipal, provincial, federal or international law, order unsolicited e-mail messages may not direct the recipient to any web site
or regulation. or other resource that uses the Services. Forging, altering or removing
e-mail headers is prohibited. You may not reference any Rogers network
For purposes of this AUP, “content” refers to all forms of communications (for example, by including “Organization: Rogers” in the header or by
including, without limitation, text, graphics (including photographs, listing an IP address that belongs to a Rogers network) in any unsolicited
illustrations, images, drawings, logos), executable programs, audiovisual e-mail even if that e-mail is not sent through a Rogers network. “Mail
recordings, and audio recordings. bombing” is prohibited. That is, you may not send numerous copies
of the same or substantially similar messages, nor may you send very
Security
large messages or files to a recipient with the intent to disrupt a server
As set out above, you are responsible for any misuse of the Services, or account. The propagation of chain letters is similarly prohibited,
by you or by any other person with access to the Services through whether or not the recipient wishes to receive such mailings. Rogers is
your Equipment or your account. Therefore, you must take steps to not responsible for the forwarding of e-mail sent to any account that has
ensure that others do not gain unauthorized access to the Services been suspended or terminated. Such e-mail will be returned to sender,
through any means, including, without limitation, wireless networking ignored, deleted, or stored temporarily, at Rogers’ sole discretion.
and wired networking. The Services may not be used to breach the
security of another user or to attempt to gain access to any other User-Generated Content Services
person’s equipment, software or data, without the knowledge and “User-Generated Content Services” or “UGC Services” refers to any
consent of such person. Additionally, the Services may not be used services that allow an end user to post, upload or generate content
in any attempt to circumvent the user authentication or security of online to be shared with a limited or unlimited number of recipients and
any host, network, or account, including, without limitation, accessing may include, without limitation: newsgroups, online forums, message
data not intended for you, logging into or making use of a server boards, chat programs, wiki’s, photo sharing services, customer review
or account you are not expressly authorized to access, or probing sites, video sharing services, blogs and web hosting.
the security of other networks. Use or distribution of tools designed Any User-Generated Content Services accessed through the Services
for compromising security, such as password guessing programs, must be used in accordance with the following:
cracking tools, packet sniffers or network probing tools, is prohibited.
i. you must comply with the UGC Service’s written charter, policies
You may not disrupt the Services. The Services also may not be
or FAQs;
used to interfere with computer networking or telecommunications
services to any user, host or network, including, without limitation, ii. you may only post advertisements, solicitations, or other
denial of service attacks, flooding of a network, overloading a service, commercial messages in the UGC Service if that service’s
improper seizing and abuse of operator privileges and attempts to charter, policies or FAQs explicitly permit them;
“crash” a host. The transmission or dissemination of any information iii. you are responsible for determining the policies of the UGC
or software that contains a virus or other harmful feature is also Service before using it;
prohibited. You are solely responsible for the security of any device
you choose to connect to the Services, including any data stored iv. you must adhere to daily volume, file size and format restrictions
on that device. In particular, Rogers recommends against enabling of any UGC Service;
file or printer sharing of any sort. Rogers recommends that any files v. unless otherwise specified in the UGC Service’s charter, policies
or services you do choose to make available for remote access be or FAQs, you must not forge, alter or remove any information from
protected with a strong password or as otherwise appropriate. You the UGC Service;

20 21
 vi. the Rogers Parties have no obligation to monitor the content of mechanisms, and protocol filtering. We may take any other action we deem
any UGC Service and the Rogers Parties are not liable for any appropriate in order to help ensure the integrity of the network experience
for all subscribers. For details on our network management practices, visit
claims, losses, actions, proceedings, suits, liabilities, damages, http://www.rogers.com/networkpolicy.
settlements, penalties, fines, costs and expenses arising out of or
relating to the content of any such service; Violation of this Acceptable Use Policy

vii. you must not use the UGC Service to perform “flooding”, which As set out in the Terms, we have the right, but not the obligation, to
refers to deliberately repeating actions in quick succession in monitor or investigate any content that is transmitted using the Services
order to fill the screens of other Internet users with text or other (other than voice Services) or the Equipment; and to access or preserve
content; content or information in accordance with the Terms. We prefer to advise
subscribers of inappropriate behavior and any necessary corrective
viii. any computer or other device connected through the Services action. However, if the Services are used in a way that we, in our sole
may not maintain more than two simultaneous chat connections discretion, believe violates this AUP, any of the Rogers Parties may
including, without limitation, the use of automated programs, such take any responsive actions they deem appropriate. Such actions may
as “bots” or “clones”. Automated programs may not be used include, without limitation, temporary or permanent removal of content,
when the account holder is not physically present at the device; cancellation of newsgroup posts, filtering of Internet transmissions,
ix. you must not use the Services to send messages that disrupt and/or the immediate suspension or termination of all or any portion of
another user’s equipment, software, hardware or user display; the Services or your account. The Rogers Parties will have no liability
and for any such responsive actions. The above described actions are not
exclusive remedies and the Rogers Parties may take any other legal or
x. you must not forge, alter or obscure your identity (other than using technical action deemed appropriate. Upon termination of an account,
a nickname) while participating in the UGC Service. any of the Rogers Parties are authorized to delete any files, programs,
data and e-mail messages associated with such account. The failure
Usage, Data Storage and Other Limitations to enforce this AUP, for whatever reason, shall not be construed as a
You must comply with the then current usage, data storage and other waiver of any right to do so at any time. If any portion of this AUP is held
limitations on your applicable Services. You must also ensure that invalid or unenforceable, that portion will be construed consistent with
your activity does not improperly restrict, inhibit, or degrade any other applicable law as nearly as possible, and the remaining portions will
subscriber’s use of the Services, nor represent (in the sole judgment remain in full force and effect. This AUP shall be exclusively governed
of Rogers) an unusually large burden on our networks or third party by, and construed in accordance with the governing law provision set
networks for which we have roaming or network sharing agreements. out in the Terms.
In addition, you must ensure that your activity does not improperly
restrict, inhibit, disrupt, degrade or impede Rogers’ ability to deliver Complaints
the Services, and monitor and investigate the Services, backbone, Please direct any complaints of violations of this AUP to
network nodes, and/or other network services or components. You [email protected] or contact us at 1-888-ROGERS1. Questions or
may not resell, share, or otherwise distribute the Services or any complaints, concerning third party content should be addressed to the
portion thereof to any third party without the written consent of Rogers. applicable content provider.
For example, you cannot provide Internet access to others through
a dial up connection, host shell accounts over the Internet, provide 01/20
e-mail or news service, or send a news feed. The Services are
consumer products designed for personal purposes. For example, the
Services do not provide the type of security, upstream performance
and total downstream throughput capability typically associated with
commercial use. You may not run a server in connection with the
Services. You may not provide network services to others via the
Services. In addition, you are prohibited from running servers for mail,
http, ftp, irc, and dhcp, and multi-user interactive forums.
Your use of the Services may be subject to a usage limit, as set out
in your Agreement. If you exceed that limit, you may be subject to
additional usage charges.
Network Management
We reserve the right to manage our networks (or third party networks
for which we have roaming or network sharing agreements) in order
to optimize their efficiency for the benefit of our subscribers, including,
without limitation, by way of the following: rate limiting (speed), rejection
or removal of spam or otherwise unsolicited bulk e-mail, anti-virus

22 23
ROGERS PRIVACY POLICY Your consent to the collection, use, or disclosure of personal information
may be implied or express, through written, oral, electronic or any other
method.
At Rogers, we are committed to protecting the privacy of the personal
information of our customers and users of our digital properties. We take For example, when you provide us your address, it is implied that it is used
all reasonable steps to ensure that this information is safe and secure, for billing purposes and service provisioning. However, if we are dealing
including putting in place rigorous policies and procedures to fully comply with more sensitive information, such a performing a credit check, we will
with all Canadian privacy laws and regulations. seek your express consent. We will also obtain your express consent for
marketing purposes.
This Policy covers the following information:
Withdrawing Consent
• Scope and application;
The choice to provide Rogers with your consent is always yours, however,
• How we obtain your consent to collect, use and disclose your personal your decision to withhold such consent may limit our ability to provide you
information; with certain products, services, or offers.
• How and why we collect, use and disclose your personal information;
• Details on where your information is stored, secured and how long it is
How & Why We Collect Personal Information
kept for; How does Rogers collect my personal information?
• How to access your personal information that we hold; and We primarily collect information about you, from you. We do this when you
sign-up for new products or services, when you make changes to your
• Who to contact for queries about your privacy. account, when you get in touch with us by phone, email or chat, when you
visit one of our stores, websites or apps, when you fill out a survey or enter
Scope & Application of this Policy a competition, when you participate in our online forums, or when using our
Who does this policy apply to? All customers and users of the products, networks. Your information may be collected in the following ways:
services, websites, apps, and other digital services offered by Rogers • Automatically: When you use a product or service that we supply to you.
and other members and affiliates of the Rogers Communications Inc.
• From technology used at our retail stores or other company
organization. These include our wireless services (Rogers, Fido, Chatr,
premises: When you visit a store, we may collect your information via a
Cityfone and its branded entities), Rogers Media brands, our Connected
range of methods, including point of sale tools, or video.
Home services (TV, Internet, Home Phone and Smart Home Monitoring),
and Rogers for Business. • From other sources: In certain circumstances we may need to collect
information about you from other sources, such as credit agencies, but
In some instances, our products and services or those offered by a third- we will endeavor to obtain your consent to do so.
party service provider to our customers or users have their own specific • From our digital channels like our websites and mobile apps: When
privacy policies. you interact with us via digital channels we will collect your personal
Who does this policy not apply to? This policy does not apply to those information in different ways such as through use of cookies or web
who are interacting with the Toronto Blue Jays or customers of Rogers beacons.
Bank. Why does Rogers collect my personal information?
What information does this Privacy Policy apply to? This policy applies Rogers collects personal information for many different reasons in order
to all personal information that we collect, use, or disclose about our to provide you with the products and services we offer, including but not
customers and users of our digital platforms. limited to the following:
This includes your name, address, email, how you pay for your services, • To deliver you the products and services you have purchased from us,
how you use our products including our websites, network use, and and to bill you and collect payment for those products and services.
information gathered from third parties, such as credit bureaus. It also • To understand your needs and offer you products and services from
includes IP addresses, URLs, data transmission information, as well as the members of the Rogers Communications Inc. organization including
time you spend on websites, what advertisements you follow, and your time Rogers, Rogers Bank and our agents, dealers and related companies,
on and use of our apps. or trusted third parties that may be of interest to you.
What information does this policy not apply to? Any information • To provide tailored service to you. For example, we may use account
that we de-identify, aggregate or anonymize to identify trends, manage information about you to improve your interactions with us or provide a
our business, develop statistical information, understand how we are positive and personalized customer experience.
performing, or develop relevant products, services or offers. • To provide geo-location services that will send you offers and promotions
Such information may also be shared with third parties for other analytical from carefully chosen third parties based on your current and historical
purposes but will not personally identify any individual. personal location information.
• To perform analytics, administer surveys, or request feedback to improve
Consent and manage our relationship with you.
How does Rogers obtain consent? • To ensure the Rogers networks are functioning and protect the integrity
of our networks.

24 25
• To confirm or authenticate your identity and ensure your information is Storage, Security & Retention
correct and up-to-date.
Where will my personal information be stored?
• To ensure compliance with our Terms of Service and Acceptable Use
Policy. Personal information about our customers or users of our digital properties
may be stored or processed in or outside Canada. The information will be
• To comply with legal obligations and regulatory requirements. protected with appropriate safeguards, but may be subject to the laws of
We may collect information to manage credit and business risks, collect an the jurisdiction where it is held.
outstanding debt, detect, prevent, manage, and investigate fraud or other How will Rogers ensure my personal information is kept safe?
unauthorized or illegal activity. This may require us obtain information from Rogers has rigorous security and safeguard processes and procedures to
credit agencies or members or affiliates of the Rogers Communications Inc. ensure the information we have about our customers and users of our digital
organization, such as Rogers Bank. properties remains safe from theft, loss, or unauthorized access.
Your information may also be collected to evaluate eligibility for other Rogers Chief Privacy Officer and delegates ensure that Rogers is
Rogers’ products and services, and to assist members or affiliates of the responsible for all personal information of our customers and users of our
Rogers Communications Inc. organization, to assess your eligibility for their digital properties in our possession and control. We ensure that there is a
products or services. comparable level of protection for information that is processed for us by
From time-to-time, information may also be collected for other purposes, third parties.
or as permitted or required by law. We will always identify any additional How long will Rogers retain my personal information?
purpose prior to, or at the time, of collection. Rogers will only retain your personal information for as long as necessary
Disclosure to fulfill the purpose for which it was collected or for sufficient time to allow
you access to the information if it was used to make a decision about you or
When is my personal information disclosed? your account. Information that is no longer required by us will be destroyed
Unless we have your express consent or pursuant to a legal power, we will or de-identified.
only disclose your personal information to organizations outside Rogers
without your consent in the following limited circumstances:
Access
How to access your personal information
• To a person who, in our reasonable judgement, is seeking the information
as your agent. You may access or review the information we have about you. You can
challenge its accuracy and completeness and request amendments, as
• To another telephone company, when the information is required for the appropriate, by contacting us at [email protected] or in writing
provision of home phone service and disclosure is made confidentially. at Chief Privacy Officer, Rogers Communications Inc., 333 Bloor St. E.,
• To a service provider or other agent retained by us, such as a credit Toronto, ON, M4W 1G9.
reporting agency, for account management, the collection of past due
bills on your account, or to evaluate your creditworthiness. You can also visit the privacy pages on rogers.com/privacy for more
• To a service provider or third party that is performing administrative information.
functions for us to manage our customer accounts. If you remain concerned about your Privacy after
• To another organization for fraud prevention, detection or investigation if contacting Rogers:
seeking consent from you would compromise the investigation. The Office of the Privacy Commissioner of Canada oversees Rogers’
• To a law enforcement agency whenever we have reasonable grounds personal information handling practices. If your privacy concerns are not
to believe that you have knowingly supplied us with false or misleading addressed to your satisfaction by Rogers, you may contact the Office of the
information or are otherwise involved in unlawful activities. Privacy Commissioner of Canada for further guidance:
• To a public authority or agent of a public authority if it appears that there is • Website: www.priv.gc.ca
imminent danger to life or property which could be avoided or minimized • By Phone: 1-800-282-1376 or 819-994-5444
by disclosure of the information.
• By Fax: 819-994-5424
• To a public authority or agent of a public authority, for emergency public
• By TTY: 819-994-6591
alerting purposes, if a public authority has determined that there is an
imminent or unfolding danger that threatens the life, health or security 01/20
of an individual and that the danger could be avoided or minimized by
disclosure of the information. 9-1-1 EMERGENCY SERVICE
• To a third party who may be interested in buying Rogers assets and Any wireless phone registered on the Rogers wireless network can be used
personal customer information must be shared to assess the business to dial 9-1-1 for assistance in the case of an emergency. 9-1-1 calls are
transaction. automatically routed to the most appropriate public safety agency.
• We will disclose information about your credit behaviour to credit When calling 9-1-1 always provide your name, wireless phone number and
reporting agencies or parties collecting outstanding debt. the specific location you are calling from. And remember, it’s important to
• Your personal information may also be shared with members or affiliates speak clearly. Unlike wireline-based 9-1-1, the emergency operator does
of the Rogers Communications Inc. organization, such as Rogers Bank. not necessarily know your actual location until you provide this information.

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Stay on the line for as long as the 9-1-1 operator requires. Calls to 9-1-1 are
free so take all the time that you need. Leave your handset turned on after
hanging up in case the 9-1-1 operator needs to call you back. Please do
not program 9-1-1 into your speed dial. This can lead to accidental calls that
take up valuable emergency resources.
Calls to 9-1-1 from your wireless phone are subject to the same limitations
as regular wireless calls. For example, if you are underground or too far from
a wireless network antenna, the quality of your call may be affected, or you
may not be able to connect to the network.
Phase One of Enhanced 9-1-1
Phase One of Enhanced 9-1-1 or E9-1-1 is designed to help 9-1-1 operators
react more quickly and accurately in emergency situations. E9-1-1 provides
emergency operators with the phone number of the caller and the location
of the wireless network antenna receiving the call but not the caller’s exact
location. The caller must still provide this information. The caller’s phone
number allows the emergency operator to re-establish contact with the
caller if the connection is lost. The wireless network antenna location helps
emergency operators identify the most appropriate emergency services to
dispatch.
Phase Two of Enhanced 9-1-1
Phase Two of Enhanced 9-1-1 is designed to provide more accurate
location information than Phase One. E9-1-1 emergency operators that have
the necessary systems deployed will not only receive the caller’s phone
number, but will also receive geographic coordinates associated with the
caller’s approximate location.
A caller’s location will be automatically determined using special technology
enabled in the Rogers network and in certain handsets and will help ensure
that callers get the proper help as quickly as possible.
Any customer registered on the Rogers wireless network in an area served
by E9-1-1 that has the necessary systems deployed will have access to
Phase One and Two. This includes Rogers wireless customers in their local
area and Rogers wireless customers visiting an area in Canada served
by E9-1-1. For more information about E9-1-1 and to verify if Phase Two is
deployed in your area, please visit rogers.com/911.

HOW TO REPORT AN EMERGENCY

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