2013 Transparency Report on Customer Information Requests

1. ROGERS COMMUNICATIONS
REQUESTS FOR CUSTOMER INFORMATION |
2013
TRANSPARENCY
REPORT

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. 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. 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