Vie Privée - Vidéotron

Last updated: April 9, 2020

Videotron is committed to respecting your privacy.

To ensure that your privacy is respected, Videotron has adopted a Policy on the treatment of personal information of visitors and users of Videotron websites and a Videotron Customer Privacy Policy. The purpose of these Policies is to establish responsible and transparent personal information management practices in our dealings with our customers, employees and visitors to our websites. These Policies have been drafted in accordance with applicable provincial and federal legislation, decisions or rules established by the Canadian Radio-television and Telecommunications Commission (CRTC) and in accordance with current industry practices.

The sole purpose of this page is to outline the main points of these Policies.

To read the Policy on the Treatment of Personal Information of Visitors and Users of Videotron Websites, please click on the link below:
Policy on the Treatment of Personal Information of Visitors and Users of Videotron Web Sites (10 pages, 276 KB)

To read the Privacy Policy, please click on the link below:
Privacy Policy (10 pages, 424 KB)
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If you are unable to view these documents online and would like a copy, please contact Videotron Customer Service by e-mail at serviceclient@videotron.ca.

Your information helps us serve you better.

Our customers' personal information is required in order to enter into a service agreement with them. In addition, this information can help us better meet their needs and tastes. This personal information is also useful in other circumstances detailed in the Subscriber Agreement and the Privacy Policy. Certain information may be collected about visitors to Videotron websites, which allows us to study the habits and preferences of these visitors and to develop or improve our products and offers, or create new ones. For more information on this subject, we invite you to read the Policy on the Treatment of Personal Information of Visitors to Videotron Websites.

Do we transmit your information to third parties?

Only organizations acting as agents or suppliers of Videotron are authorized to use your personal information to provide you with our products and services. Our agents and suppliers are subject to confidentiality agreements and may not transmit any personal information about you to anyone else, unless they obtain your prior consent. We do not sell any personal information about our subscribers to outside organizations. However, we may share anonymous browsing data with third parties.

We retain your personal information only for the purposes we have identified.

Videotron retains its customers' personal information only for the period of time required for its use, or as required by law. Your information is subsequently destroyed, or it is "de-identified" or "anonymized", i.e. reduced to simple statistical elements without being able to re-identify you. In all cases, your personal information is never reused for purposes other than those expressed in our Subscriber Agreement and Policies, unless we obtain your prior consent.

Security Measures.

Your information is kept exclusively by Videotron. It is stored in databases protected by regularly updated security technologies and subject to strict control procedures. Videotron's mandataries have access to these databases only for specific purposes related to their duties and are required to comply with our security procedures and confidentiality rules. Videotron offers you a secure browsing environment on its Websites. When you take out a subscription or carry out any other transaction on one of our Sites, your personal information is protected by encryption technology that secures the transmission of your information.

Your consent is important.

Videotron and its agents always ask their subscribers for their authorization before collecting, using or transmitting their personal information, except when required to provide you with the service you have subscribed to or in certain situations required by law. These situations may be legal, for example, to comply with our statutory obligations, to collect a debt, or to comply with a subpoena, warrant or other court order. It is possible to withdraw your initial consent to the collection and use of your personal information by Videotron, subject to restrictions provided by law or by your subscription contract with Videotron, and insofar as such withdrawal is reasonable under the circumstances.

Remote technical support.

A video communication platform may be used to provide our remote technical support service. Thus, communications by video or telephone may be preferred as a means of assistance in resolving technical problems or performing an installation. In order to protect your privacy, no video calls are recorded, and personal data that may be viewed by our employees in the course of this service is not recorded.

Contests.

When you enter a contest on our Web Sites, you may be asked to submit personal information. This information may be shared with partners with whom the contest is run, and you may receive communications from these partners afterwards. However, you always have the option to choose not to receive any communications from them.

Cookies.

Like most commercial websites, Videotron's websites use cookies and pixel tags. These cookies make it possible, among other things, to recognize your device and its browser in order to memorize your preferences for future visits to our Websites. Videotron may use cookies or pixel tags to offer you, during your visits to Videotron's partner websites, offers or advertisements based on your preferences. These cookies cannot give access to your device or provide personal information other than that which you voluntarily transmit during your visit. If you would like more information on this subject, please consult the Policy. In addition, your IP addresses may be collected by our third party vendors when you authenticate yourself on our websites.

Access to all your personal information.

When you are a customer, simply make a written request, and Videotron, after properly validating your identity, will then be able to provide you with a list of the personal information it holds about you in connection with your file. This information will be communicated to you in accordance with applicable law in a legible and understandable manner, within a reasonable time and at minimal, if not free, cost. You may also request at any time that your personal information be updated or corrected if it proves to be inaccurate.

Your comments and complaints will be dealt with on a priority basis.

If you believe that Videotron has not respected the principles set out in its Policies, you may file a complaint with the person responsible for ensuring compliance with the Privacy Policy: Officer responsible for personal information Videotron, 612 Saint-Jacques Street, 17th Floor North, Montréal, Québec, H3C 4M8. infovieprivee@videotron.com Videotron will investigate all complaints regarding compliance with its Policies and will take appropriate action, including, if necessary, amending the Policies or its practices. In all cases, you will be informed of the outcome of the investigation of your complaint. If you are not satisfied with Videotron's decision following your complaint, you may contact the Privacy Commissioner of the Government of Canada at 112 Kent Street, Place de Ville, Tower B, 3rd Floor, Ottawa, Ontario, K1A 1H3.