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FAQ

How does Maskatel protect access to my account?

To protect your account and personal information, we have safeguards in place to verify your identity. That’s why we ask you to confirm who you are when you call us.
For example, we might ask you to confirm certain account information or service usage details that only you should know. This authentication process helps prevent pretexting, also called “social engineering,” which is an illegal practice used by those trying to commit fraud to obtain access to someone else’s information.
We ask for your patience and understanding when we request such information from you, as the purpose of this process is to protect you.

 

Can I allow other people to access my account?

As an account holder, you can authorize someone else (a co-user) to access your account. We have different authorization levels that dictate what you can do and what information you have access to. Here’s a chart of common transactions and who can carry them out, based on the type of account.

 

Transaction Account holder Authorized co-user Other user
Activate a service
Cancel a service
Make a payment
Upgrade hardware
Unlock a device
Change a phone number
Change a plan or feature

 

How can I manage the account of someone who passed away?

Taking care of the estate of a deceased person can be a difficult task. In the event an account holder passes away, the estate becomes responsible for any outstanding balance. If you wish to deactivate an account or transfer responsibility to another person, please contact us.

 

How does Maskatel protect children’s data?

We always request permission from a parent or legal guardian before knowingly collecting, using or disclosing any personally identifiable information about a child who is under age 13 (e.g. for contests and promotions). This policy applies to all our websites and services intended for children.

 

How is information shared in emergencies?

Under exceptional circumstances, we may collect, use or disclose personal information without your knowledge or consent. For example:

• An emergency where a person’s life, health or security is threatened
• A criminal investigation or breach of an agreement
• When we are required to comply with a legal request, such as a subpoena, warrant or court order

 

Does Maskatel monitor my use of its services?

From time to time, we may monitor your use of our services in accordance with our Acceptable Use Policy and applicable laws. For example, we may need to review your bandwidth consumption to make sure our service is functioning properly and/or that you are complying with our Terms of Service.

We may monitor your use if we suspect any of the following activities:
• Spamming
• Harassment
• Uploading, downloading or sharing files that are protected by copyright
• Fraudulent use of our services

To learn more, please read our guidelines on the responsible use of Maskatel services.

 

Does Maskatel record customer service calls?

To help us continually improve our customer service, we may record certain calls from customers and use these recordings to train our employees, as well as to monitor compliance. In keeping with federal legislation, you are informed by a recorded message that your call may be recorded for quality assurance purposes.

 

Is my personal information shared with smart home device providers?

Only with your consent. When you use a voice command smart home device to access our services, we may share some of your personal information with the device provider. For more details about what information is shared, please see the terms and conditions and privacy policies of your smart home device providers.

 

What is express consent?

Express consent means explicitly agreeing to something either verbally, by signing a document, checking a box or otherwise actively communicating agreement. When personal information is highly sensitive, we will ask for your express consent before collecting it, such as before performing a credit check.

 

What is implied consent?

Implied consent means we can assume from your actions that you agree to the use of your information under reasonable circumstances. For example, when you sign up for a service, we imply your consent to track your usage so we can bill you, and to use your address to mail you important notices about your service.

 

Is my personal information secure?

We do our best to keep your personal information secure. We also encourage you to learn about ways to keep yourself safe from fraud.

 

How to contact the Maskatel Privacy Office

The security and privacy of your personal information is important. You can contact the Maskatel Privacy Office at avislegal@maskatel.qc.ca, or by mail at:

The Maskatel Privacy Office
770 boul. Casavant Ouest
Saint-Hyacinthe (Québec) J2S 7S3

We investigate all privacy complaints and take appropriate steps to resolve them, including changing our practices when required.

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