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Frequently Asked Questions about the Collection and Use of Personal Information


What Personal Information May Acanac Collect or Retain About Me?


Acanac offers a variety of services to many different types of customers. Therefore, it is important to recognize that not all of the information listed here will apply to you. Carefully identify the services that you subscribe to and keep those in mind as you read through this disclosure. If you are uncertain, or would like assistance with interpreting how these answers pertain to your particular account, please do not hesitate to contact our Privacy Office.


We may collect and retain logs of IP addresses in a number of ways;

  1. When you visit our website or web portals to manage your account, including webmail services, the web server may log statistical information such as: type of operating system and / or browser identity, time and duration of visits, web pages, images and files requested. When you submit a form or make a request through our website, Acanac may retain the information you submitted as well as your IP address.
  2. If you subscribe to our ADSL, FTTN or Dial-Up internet services, we may log your authentication and connection time information. This may also include the IP address you were assigned, username, port ID, start and stop time, bandwidth usage and service type.
  3. If you subscribe to our TPIA (Cable) internet services, we may receive records from the incumbent provider. In some cases, we receive no such information unless it is specifically requested for troubleshooting purposes. When we do receive such records, we may be able to identify the MAC address of end user equipment including the name or MAC address of the equipment requesting an IP address.
  4. If you subscribe to our VoIP home phone service, we may collect SIP (Session Initiation Protocol) data which may include your VoIP equipment identification information and dialed or received numbers.


Basic subscriber information consists of name, phone numbers and addresses.


Other subscriber information will include any information that you have provided us as well as any unique identifiers that we may have assigned to you in the course of providing you service. This may include: your account number, order numbers, services, rate plans, addresses (includes; previous, billing, service, shipping, 911), published 411 & white pages information, assigned SIP user ID, hardware MAC addresses, hardware authentication credentials, billing and payment history, debit or credit card information used for payment, modem settings, current or previous service providers, whether you have a purchased or rented modem, security questions and answers, customer provided labels, call forwarding numbers, static IP address (if assigned), email addresses, usernames and relevant passwords.


We may collect and retain telephone call records in a number of ways;

  1. When you subscribe to any of our voice services including calling cards, long distance, equal access, overseas, VoIP, toll free, SIP trunk or plain old telephone service – our call records may include the origination and destination phone numbers, routing information, date, time and duration of calls, calling party ID whether or not a privacy treatment exists (call block), whether or not the call was successful, call forwarding information, automated messages or errors you received, billing and charge numbers, dialed numbers, and registered or configured SIP bindings. We do not retain the actual voice data unless we obtain your consent and it is expressly required for the purposes of troubleshooting and diagnosing issues with the service.
  2. When you communicate with us, our calls may be recorded and archived for security, quality and legal reasons (such as demonstrating you provided express consent to our 911 service limitations). We may also keep notes in our customer administration systems with respect to the nature and reason for the call.
  3. If you use our voicemail service and delete a message, it may remain on our daily back-up storage media for up to 48 hours until new back up data overwrites it. These messages are not recoverable once you have deleted them.


We may collect and retain emails or other written communication in a number of ways;

  1. If you communicate with us via email or through our website.
  2. If you communicate with us by regular post, depending on the nature and sensitivity of the document, the document may be shredded once the request (purpose) has been fulfilled or we may retain an electronic copy.
  3. If you communicate with us by fax, all documents received are transmitted to their destination number in electronic format via email. The document may be deleted once the request (purpose) has been fulfilled or we may retain an electronic copy.
  4. If you subscribe to our email service, a copy of messages sent to and from your email account may remain on our server until you download it locally. If you use our webmail or IMAP service, messages may remain on the server until you purge them from your deleted items folder. Once purged, it may remain on our daily back-up storage media for up to 48 hours until new back up data overwrites it. These messages are not recoverable once you have purged them. If an account is cancelled or disabled, all data is purged after 30 days.


In order to better understand our network usage patterns and enable us to make technical and business decisions to help us improve our products and services, we have equipment that allows us to perform network traffic analysis. If you subscribe to our TPIA (Cable) internet services;

  1. We may obtain statistics of the most popular web browsers and device types used across the network.
  2. We may obtain statistics regarding the top web sites used by customers.
  3. We may collect connection specific usage and related protocol and application information including bit rates and the number of connected devices. Connection specific usage may also include the originating IP address which may be used to associate the data with a specific subscriber account.

Personal Information Acanac does not collect or retain;

  • Text messages or multi-media messages. We do not offer SMS services.
  • Information regarding persons or devices associated with mobile device applications. We do not offer mobile device applications.
  • Geolocational information* (e.g. GPS information, cell tower information). We do not offer mobile devices.

* If you subscribe to our ADSL service, the port number and DSLAM you connect through may identify your approximate location within a few kilometers. Cable internet subscribers could possibly be associated to the nearest city based on where they connect (Point of Interconnect). When placing some phone calls, the area code and exchange may be associated to a specific city.


How long may Acanac retain my Personal Information?


Past inventories of personal information suggest that some information may have never been subjected to scheduled or automated destruction activity where as the retention of other data may depend on legal, storage or system performance requirements.


Acanac has been actively and aggressively making continuous improvement in this area. Our network teams, with input from the privacy office, are currently involved in a large number of projects with the objective of consolidating systems, applications and databases. We are upgrading our equipment, routing and network management tools and practices. As a result of these changes, we have identified and implemented new and effective automated destruction schedules for some of the data we collect whereas we have yet to implement these automated schedules for other types of data.


To better understand how this may apply to you, please refer to the list below:

Paragraph Sub Para. Planned period availability
A2 a) If no account exists: up to six months. If account exists: as long as required by law or reasonably required by business
A2 b) Up to thirty one days. Often 14 days.
A2 c) Up to three hundred and sixty five days. Often thirty days.
A2 d) Up to six months.
A3   As long as required by law or reasonably required by business
A4   As long as required by law or reasonably required by business
A5 a) Up to six months.
  b) As long as required by law or reasonably required by business
  c) As long as retained by customer or up to 48 hours past deletion
A6 a), b) & c) If no account exists: up to six months. If account exists: as long as required by law or reasonably required by business
  d) As long as retained by customer.
A7 a) & b) Three hundred and sixty five days for TPIA (Cable). Not applicable for DSL/ADSL.


What Personal Information Does Acanac Disclose to Third Parties?


In order to provide you with telecommunication services, we may disclose certain subscriber, device and preference information to the incumbent carriers or other telecommunication service providers. This may include name, address, telephone number, modem MAC address, internet product, connection information, previous carrier, and confirmation of your consent or the nature of any service problems you have reported. These disclosures are necessary in to order to provide you with our service and are provided for in our terms & conditions of service, privacy policy and our acceptable use policy.


Using some of our services may identify you as a Acanac customer to other people when you contact them.


In order to resolve billing and collections on past due accounts, we may provide a collection agency with subscriber information, account balance and service order details.


If you make a complaint to a third party such as the CCTS or Better Business Bureau, Acanac may address and respond to that third party and provide them with any personal information or details they request.


We may provide information about your account to people you have expressly consented to adding as an authorized contact on your account.


For any of our home phone subscribers, in order to provide you with 911 emergency services, we may disclose the name and address you have registered with us to our 911 service provider. In the event of an emergency, this information is provided to emergency services, including law enforcement.


We do not sell your personal information for marketing or any other purpose.


Acanac may release information to third parties, law enforcement or other government agencies on receipt of a valid production order. We do not charge to process these requests. It should be noted that Acanac has a public record in opposition of a motion to compel Acanac to disclose personal information about some of its customers to a third party.


If I make a request to access my personal information, how long will it take?


Depending on the nature and volume of the information you are requesting, it may take as long as thirty days from the date the request is received. In most cases, requests are fulfilled within 5 business days. There may be a cost associated with obtaining some records.

If you have any further questions regarding your personal information, you are encouraged to review our privacy policy at