Report a case of online abuse

Have you been a witness to, or victim of, Internet abuse? Has this abuse been committed by a user of our Internet services? If so, please notify us of your experience.

Good to know

The following procedure applies only to cases of complaints against users of our services. For any technical or administrative questions, please visit our Online Business Support page or contact us.

Send an email to our dedicated team

Send an email to with yours and the abuse information according to the following guidelines.

Your personal information

  • First name
  • Last name
  • Email
  • Position

Information on the incident(s) of abuse

  • Type of abuse1
  • IP address of the user who committed the abuse or fraudulant site URL2
  • Date of incident in JJ/MM/AAAA HH:MM:SS AM/PM format
  • Time Zone
  • Description of the abuse
  • Attach a copy of the computer log or email heading3 

Informations

1   Types of abuse

Copyrights: Complaints about sharing copyrighted files in contravention of the different international agreements established to protect these copyrights. Guilty users are liable to expensive legal proceedings by the copyright owners. This type of complaint is generally lodged by companies responsible for this protection, such as the BSA (Business Software Association), the DMCA (Digital Millennium Copyright Act), etc.

Phishing: Phishing is an online fraud technique that aims to obtain a person's personal information in order to steal their identity.

Open Proxy: Unprotected computers whose TCP/IP communication ports are open to any external intrusion. Such computers can therefore serve as a gateway for spam, viruses or any attempts at computer hacking.

Pedophilia or child pornography: In general, pedophilia means sexual touching, activity or solicitation involving an adult and a child or a preadolescent. Child pornography - the photographic, filmed or video representation of children under 18 years of age engaged in sexual activity or for a sexual purpose - is illegal in Canada and must be reported. Pedophile sites and those showing child pornography can be blocked by Internet service providers.

Spam (Email, News, IRC): Spam is unwanted, unsolicited e-mail, usually for advertising purposes, as a provocation or just completely irrelevant and useless which is mass-distributed to large groups of recipients (e-mail), newsletters, (newsgroups) or chat rooms (IRC), and which really pollutes networks.

Scan, Probe or DoS: All attempts to intrude a TCP or UDP communication port are also usually detected by firewall software. It could also include ICMP requests. This information is usually registered in a log-file ('log') by your firewall software.

Virus or Trojan horse: A virus can be spread in many ways. It could be a worm-like virus that automatically infects other unprotected computers on the network. This type of virus is usually detected by firewall software when trying to connect to any TCP port. It could also be an e-mail virus that sends itself automatically to the other recipients in the address book of the infected computer. The virus can easily forge the shipping address, so it is important, when making such a complaint, to send the complete heading of the message, which contains the IP address of the sender of the virus.

Other: All other types of complaints not corresponding to the aforementioned definitions.

2   Our IP address classes

Please note that we cannot take action against certain individuals using our Internet services. In order to help you clearly identify whether this is the case, here is the list of IP address classes provided by our servers:

When in doubt, do not hesitate to use the « WHOIS » tools found on the following web sites:

  • Internet Assigned Numbers Authority
  • Amérique du Nord et portion sud de l'Afrique
  • Région du Pacifique et de l'Asie
  • Amérique Latine et les Iles des Caraïbes
  • Europe, Moyen-Orient, Asie Centrale et pays africains au nord de l'équateur
     

24.200.0.0 => 24.200.255.255

24.201.0.0 => 24.201.255.255

24.202.0.0 => 24.202.255.255

24.203.0.0 => 24.203.255.255

24.37.0.0 => 24.37.255.255

66.130.0.0 => 66.130.255.255

66.131.0.0 => 66.131.255.255

69.70.0.0 => 69.70.255.255

70.80.0.0 => 70.80.255.255

70.81.0.0 => 70.81.255.255

70.82.0.0 => 70.82.255.255

70.83.0.0 => 70.83.255.255

74.56.0.0 => 74.56.255.255

74.57.0.0 => 74.57.255.255

74.58.0.0 => 74.58.255.255

74.59.0.0 => 74.59.255.255

204.48.64.0 => 204.48.95.255

207.253.0.0 => 207.253.255.255

207.96.128.0 => 207.96.255.255

209.145.192.0 => 209.145.255.255

216.113.0.0 => 216.113.127.255

96.20.0.0 => 96.23.255.255

173.176.0.0 => 173.179.255.255

2607:fa48:0:0:0:0:0:0 => 2607:fa48:ffff:ffff:ffff:ffff:ffff:ffff

You can then easily locate users anywhere in the world as well as the contact address you can send your complaint to.

Do not hesitate to contact us for more information. Our technical team will be happy to answer any questions you may have-24 hours a day, seven days a week.

3   How to insert a log-file

E-mail and log-file headings contain important, precise information that constitutes the only valid proof against any computer offence.

Firewall log-files
Given the infinite varieties of firewall software, it is impossible for us to send you a procedure for every type. We suggest you consult the guide provided with your software to find this log-file. You would then simply copy-and-paste the information relevant to your complaint into the cell reserved to that effect.

E-mail headings
Here are the steps to follow for the most popular e-mail applications. If you do not find the steps pertaining to your software, we suggest you consult the guide for your software or the technical support provided by the software house. Once you have found it, select the heading, copy it, and paste it into the area indicated on the form.

Reminder of the keyboard shortcuts described above:
Select All
Copy
Paste

Microsoft Outlook Express 4.X, 5.X, 6.X for Windows

  • Select the message.
  • Click on the « File » menu.
  • Click on « Properties ».
  • Click on the «Details» tab.
  • The complete heading pops up in the centre window.
     

Microsoft Outlook Express for Macintosh

  • Select the message.
  • Click on the «View» menu.
  • Click on « Source ».
  • The complete heading pops up in this window.
     

Microsoft Outlook 2000 or XP

  • Open the message (double-click on the message).
  • Click on the «View» menu.
  • Click on « Options ».
  • The complete heading pops up in this window.
     

Netscape

  • Select the message.
  • Click on the «View» menu.
  • Click on « Source ».
  • The complete heading pops up in this window.

Hotmail (via http://www.hotmail.com)

  • Configure your « Options ».
  • Choose « Full » or «Advanced».
  • Return to your message.
  • The complete heading now pops up above the message.

Yahoo

  • Once inside the message, click on the link «Complete headings».

The complete heading now pops up above the message.