Rogers 2013 transparency report


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2013 Transparency Report on Customer Information Requests

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Rogers 2013 transparency report

  2. 2. ROGERS COMMUNICATIONS2013 TRANSPARENCYREPORT| 1 As a communicationscompany, governmentandlaw enforcementagenciesapproachRogerslookingfor informationaboutourcustomers.Thisreportisdesignedtoprovide more detailsonthe numberandtypesof requestswe receivedin2013. We fullycomplywithCanadianprivacylaw andtake active stepstosafeguardourcustomers’information. Atthe same time we are compelledbylaw torespondtofederal,provincialandmunicipal governmentandlaw enforcementagencieswhentheyhave alegallyvalidrequest–like asearch warrantor court order. The requestswe receive are torespondtowarrantsand ordersfrom law enforcementagencies. Inaddition,we receive requestsfromgovernmentdepartmentswhoare authorizedtorequestinformationtoenforce lawslike the Income Tax Act.We alsoassistpolice servicesinemergencylife threateningsituations. Abouthalf of the requestswe receive are toconfirma customer’sname andaddress,whichwe respondtoso police donotissue a warrant to the wrongperson.Otherwise,we onlyprovide customerinformationwhen forcedby law or inemergenciesafterthe requesthasbeenthoroughlyvetted.If we consideranorderto be too broad,we push back and,if necessary,goto court to oppose the request. Our customers’privacyisimportanttous andthat is whywe are issuingthisreport.We believe more transparencyishelpful andencourage the Governmentof Canadatoissue itsownreporton these requests. Sincerely, KenEngelhart Chief PrivacyOfficer Canadianlaw governshow we protectprivate customerinformationandhow governmentandlaw enforcement agenciescancompel usto provide itto them: > The Criminal Codeand otherlawsallow governmentandlaw enforcementagenciestorequire usto provide customerinformation. > The PersonalInformation Protection and ElectronicDocumentsAct(PIPEDA) coversbothhow we protectcustomers’informationandhow we discloseit. > The CRTC ConfidentialCustomerInformationRules(CRTCRules) setoutcircumstancesunderwhich customerinformation–otherthanname,addressand listednumbers,whichcanalwaysbe provided–may be disclosedtothirdpartiesincludinglaw enforcementagencies. Our PrivacyPolicyandTermsof Service outline how we safeguardcustomers’informationundertheselawsand rules.We onlygive outprivate customerinformationwhenrequiredbylaw orin emergenciesandafterthe requesthasbeenthoroughlyvetted.See Type of Requestsbelow andourFrequentlyAskedQuestions(FAQs) for more information. INTRODUCTION WHY AND HOW WE RESPOND
  3. 3. ROGERS COMMUNICATIONS2013 TRANSPARENCYREPORT| 2 The statisticsbelow representthe total numberof requestswe receivedlastyear.If we consideranorderto be too broad,we pushback and, if necessary,gotocourt to oppose the request. Customername/addresschecks 87,856 Court order/ warrant 74,415 Governmentrequirementletter(compelledtoprovide underafederal/provinciallaw) 2,556 Emergencyrequestsfrompolice inlife threateningsituations 9,339 Childsexual exploitationemergencyassistance requests 711 Court orderto complywithaninternational Mutual Legal Assistance Treatyrequest 40 Total 174,917 Notes: 1. These statistics include the following scenarios: (a) The information requested was provided; (b) Partial information was provided; (c) No information was provided because it doesn’t exist or the person is not a Rogers customer; and (d) We rejected the request or successfully fought it in court. 2. These statistics do not include informal requests such as phone calls from law enforcement looking for information they would require a warrant for. These requests are rejected because there is no legal authority and no formal response is provided 1. Customername/address checks: Legal authority: PIPEDA and CRTC Rulespermitconfirmingbasicinformationlike name,addressandlisted phone number. Details:These requestsare toconfirma customer’sname andaddress,whichwe respondtoso police donotissue a warrant to the wrongperson. Examplesofinfo provided:Whenprovidedwithaname and addresswe will confirmwhetherornotthe personisa Rogerscustomerandwhenprovidedwithalistedphone numberwe’ll provide the name andaddressof a customer.IPaddressisnotprovided. 2. Court order/warrant: Legal authority: Issuedunderthe CriminalCodeor otherlaws.Details:A court order or warrantincludes productionorders,summons,subpoenasandsearchwarrantsissuedbyajudge or otherjudicial officer.It compelsusto provide customerinformationtopolice orotherauthoritiesortoattendcourt to provide evidence/testimonyaboutcustomerinformation. Examplesofinfoprovided:Customeraccountinformationlike name and address, paymenthistory,billingrecords,orcall records. 3. Governmentrequirementorder: Legal authority: Issuedunderlawssuchas the CustomsAct or Income Tax Act. Details:An orderthat compelsus to provide customerinformationtothe requestingagency. Examplesofinfoprovided:Customeraccount informationlikepaymenthistory,billingrecords,orcall records. 4. Emergencyrequestsfrom police in life threateningsituations: Legal authority: The Criminal Codeand PIPEDA.Details:We assistpolice servicesinemergencylife threatening situationssuchasmissingpersonscasesandindividualsindistress.Examplesofinfoprovided:Helpinglocate someone withacell phone andprovidingcontactdetailsforsomeone whohascontactedemergencyservices and maybe unable tocommunicate. 5. Childsexual exploitationemergencyassistance requests: Legal authority: The Criminal CodeandPIPEDA.Details:We assistpolice duringchildexploitation investigations.Examplesofinfoprovided:Confirmingacustomer’sname andaddresswhenprovidedwithanIP addresssothat police can geta search or arrest warrantto stop the sexual exploitationof achild. BREAKDOWN OF 2013 REQUESTS WE RECEIVED SIX TYPES OF REQUESTS
  4. 4. ROGERS COMMUNICATIONS2013 TRANSPARENCYREPORT| 3 6. Court order to comply with a Mutual Legal Assistance Treaty request: Legal authority: IssuedunderMutualLegalAssistancein Criminal MattersAct. Details:We don’trespondto requestsfromforeignagencies,butwe doadvise themtohave theircountry’sjustice authoritycontactthe Departmentof Justice Canada.If that countryhas a treatyor conventionwithCanada,the requestisprocessed by Canadianauthoritiesandanordermaybe issuedbya Canadiancourtto gather evidence.We’re compelledto provide customerinformationtothe police orotherauthorityinCanadaconductingthe investigation.Examples of infoprovided:Customeraccountinformationlike paymenthistory,billingrecords,orcall records. 1. Whichagencieshave requestedinformation? We getrequestsfrommanydifferentagencies,including: > Federal agencieslike the Royal CanadianMountedPolice,CanadianSecurityIntelligence Service, Canada BorderServicesAgency,andCanadaRevenue Agency > Provincial andmunicipal agencieslike police forcesandcoroners 2. Do you provide metadata or direct access to customer databases? No,we do not provide metadatawithoutawarrant,or directaccessto our customerdatabases.We only provide the informationwe are requiredtoprovide andthisinformationisretrievedbyourstaff. 3. How many timesdid you provide info?Do you ever rejectlaw enforcementrequests? Our statisticsrepresentthe total numberof requestswe receivedlastyear.If we consideranorderto be too broad,we push back and,if necessary,goto court to oppose the request. 4. How much do you charge for requests? For mostcourt-orderedresponsesforcustomerinformation,we assumeall costsassociatedwithprovidinga response. Insome cases,we charge a minimal fee torecoverourcostsbasedon the work requiredtocomply withrequests. 5. Do you fight for customers’privacy rights? Absolutely, if we consideranorderto be too broad,we pushback and, if necessary,goto court to oppose the request. Ourcustomers’privacyisimportanttous andthat’s whywe’re issuingthisreport. We believe more transparencyishelpful andencourage the Governmentof Canadatoissue itsownreporton these requests. 6. How long do you keepcustomer information? We onlykeepinformationforaslongas it’srequiredforbusinesspurposesoras requiredbylaw.Forexample, we are requiredbylaw tokeepcustomerbillsforsevenyears. We don’tkeepourcustomers’communications like textmessagesandemailsbecause ourcustomers’privacyisimportantandwe don’tneedthisinformation. > Canada’s PersonalInformation Protection and ElectronicDocumentsAct > Rogers’ Termsof Service andPrivacyPolicy > PublicSafety Canada’s Annual Reportonthe Use of ElectronicSurveillance FREQUENTLY ASKED QUESTIONS HELPFUL LINKS