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Personal information and your privacy - FAQs

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Personal information and your privacy

question How does Bell protect access to my account?

answer 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.

question Can I allow other people to access my account?

answer 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 Available Not Available Not Available
Cancel a service Available Available Not Available
Make a payment Available Available Available
Upgrade hardware Available Available Not Available
Unlock a device Available Available Not Available
Change a phone number Available Available Available
Change a plan or feature Available Available Available
Transaction Account holder Authorized co-user
Activate a service Available Not Available
Cancel a service Available Not Available
Make a payment Available Available
Change a phone number Available Not Available
Change a plan or feature Available Available
Suspend or restore service Available Available

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

answer 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 .

Learn more about what to do following the death of an account holder .

question How does Bell protect children’s data?

answer 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.

question How is information shared in emergencies?

answer 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

question Does Bell monitor my use of its services?

answer 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 Bell services .

question Does Bell record customer service calls?

answer 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.

question Does Bell keep a record of my text messages?

answer We do not keep copies of your texts (SMS) or iMessages.

question Is my personal information shared with smart home device providers?

answer 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.

question What is express consent?

answer 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.

question What is implied consent?

answer 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.

question Is my personal information secure?

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

Learn how to protect yourself from telecom fraud

question How do I contact the Bell Privacy Office?

answer The security and privacy of your personal information is important. You can contact the Bell Privacy Office at , toll-free at 1 866 875-5016, or by mail at:

The Bell Privacy Office
160 Elgin Street
Ottawa, Ontario K2P 2C4

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