Broadband North — Privacy Policy

Version: 1.1
Effective date: May 12, 2026
Last updated: October 18, 2026
Legal entity: Broadband North, Inc., 1579 Fourth Line Road, Ohsweken, Ontario, N0A 1M0, Canada
Privacy Officer: BBN Privacy Officer
Email: privacy@broadbandnorth.com
Telephone: 226-908-3406
Toll-free: 1-866-767-4583

1. Our commitment

Broadband North, Inc. ("BBN", "we", "us") is responsible for the personal information under our control. We handle personal information in accordance with the Personal Information Protection and Electronic Documents Act (PIPEDA) and its ten fair information principles: accountability, identifying purposes, consent, limiting collection, limiting use, disclosure and retention, accuracy, safeguards, openness, individual access, and challenging compliance (Office of the Privacy Commissioner of Canada).

We collect, use, and disclose personal information only for purposes a reasonable person would consider appropriate in the circumstances.

2. Who is accountable

Our Privacy Officer is accountable for our compliance with this Policy and with PIPEDA. Contact the Privacy Officer using the details at the top of this Policy with any question, access request, or complaint.

3. What personal information we collect

We collect only what we need to provide and bill your services.

Category / Examples

Identity and contact — Legal name, business name, authorized contact, service address, mailing address, email address, mobile and landline numbers, preferred contact time and language

Account — BBN customer number, customer category (residential, seasonal, business), legacy or underlying provider account references, account status

Service — Services subscribed, plan and rate, activation and cancellation dates, installation notes, equipment assigned and returned, service pauses, technical support and outage records

Billing and payment — Invoices, amounts, payment method selected, payment and settlement confirmations, bill-pay references, balances, credits, adjustments, collection history

Tax status — Where you request tax relief, documentation you provide to establish eligibility under section 87 of the Indian Act and CRA policy, and our verification record

Communications — Consent and preference records with dates, notices and reminders sent, delivery status, opt-outs, correspondence, and call or service-request notes

Form submissions — The content of forms you submit to us, submission date and time, and a submission reference

Technical — Where you use our website or customer portal, IP address, device and browser information, and cookie or similar identifiers

We do not collect card or bank account numbers on our information forms. Card details are entered directly with our payment processor, which handles and stores them under its own security controls. BBN does not store full card numbers.

We collect personal information about children only as part of a household account held by an adult.

4. Why we collect it and how we use it

We use personal information to:

verify your identity and match you to the correct account;
assign and maintain your permanent BBN customer number;
order, activate, change, pause, and cancel services with the applicable underlying providers;
issue bills, process payments, apply taxes and approved tax relief, reconcile receipts, and manage balances, credits, and collections;
assign, track, and recover equipment;
provide customer support, respond to requests, and investigate service problems and outages;
send essential account and service notices, including bills, payment failures, service interruption warnings, and equipment return deadlines;
send service updates or offers where you have consented;
maintain records for audit, tax, accounting, and dispute-resolution purposes;
detect and prevent fraud, misuse, and security incidents; and
comply with legal, regulatory, and lawful investigative requirements.

We identify these purposes at or before the time we collect the information. If we later want to use information for a new purpose, we will identify that purpose and obtain your consent unless the law permits otherwise.

5. Consent

5.1 We obtain your knowledge and consent when we collect, use, or disclose personal information, except where PIPEDA permits otherwise.

5.2 By submitting an enrollment or account confirmation form, you consent to our use of that information to verify your account, deliver your services, and bill you.

5.3 Routine communications follow the delivery preference you select — email, text message, both, portal, or paper.

5.4 Essential account and service notices may be sent through any verified contact method you have given us, even where you selected a narrower routine preference, because they are needed to administer your account.

5.5 Promotional messages are sent only with the consent required under Canada's anti-spam legislation. Every commercial electronic message identifies BBN, provides our contact information, and includes an unsubscribe mechanism. We stop sending commercial messages within ten (10) business days of an unsubscribe request (CRTC CASL guidance).

5.6 You may withdraw consent at any time, subject to legal and contractual restrictions and on reasonable notice. Withdrawing consent for essential service communications or for information we need to bill you may mean we can no longer provide the service.

6. Who we share it with

We disclose personal information only as needed, and only to:

Underlying Internet service and network providers, to order, activate, support, change, or cancel your service;
Payment processors and financial institutions, including our payment processor Stripe, to issue invoices and to process card, pre-authorized debit and bill payments and refunds;
Software and hosting providers we use to operate our forms, records, accounting, and communications systems, under contract and on our instructions;
A First Nation or other organization, where you have elected and been approved for a consolidated collection arrangement, limited to the information needed to administer that arrangement;
Installation, service, and equipment-recovery contractors, limited to what is needed for the visit;
Professional advisers, auditors, and collection agencies, where required for accounting, audit, or recovery of amounts owing;
Government authorities, regulators, and the CCTS, where required or permitted by law or to respond to a complaint; and
A purchaser or successor, in connection with a sale or reorganization of the business, subject to appropriate confidentiality protections.

We do not sell personal information.

7. Where information is stored

Personal information may be stored or processed by our service providers in Canada, the United States, or other countries. Where information is held outside Canada, it may be accessible to the courts, law enforcement, and national security authorities of that jurisdiction. We use contractual and other means to require comparable protection wherever information is processed. Our payment processor, Stripe, may store and process billing and payment information in Canada, the United States and other countries. Card and bank account details are entered directly with Stripe and handled under Stripe’s own privacy policy; BBN does not store full card or bank account numbers. Contact the Privacy Officer for information about our practices in this regard.

8. How long we keep it

We keep personal information only as long as needed for the purposes identified in this Policy and to meet legal and tax obligations.

Record / Indicative retention

Customer account and service records — Duration of the account and seven (7) years after closure

Invoices, payments, and tax records — Seven (7) years, consistent with Canada Revenue Agency record-retention requirements (Canada Revenue Agency)

Consent and preference records — Duration of the account and seven (7) years after closure

Tax relief documentation — Seven (7) years, per CRA guidance

Form submissions — Seven (7) years, then archived or deleted

Support and outage notes — Seven (7) years

When information is no longer needed, we destroy, erase, or de-identify it.

9. Accuracy

We keep personal information as accurate, complete, and current as necessary for the purposes we use it for. Our account confirmation process exists in part to correct outdated contact and service information. Please tell us promptly when your details change.

10. Safeguards

We protect personal information with safeguards appropriate to its sensitivity, including:

access limited to authorized staff who need it for their role;
multi-factor authentication and unique accounts for administrative systems;
encryption of information in transit and of records held in our business platforms;
keeping card and bank details out of our operational records and with our payment processor;
secure handling and retention of documents that support tax relief;
staff confidentiality obligations and privacy training; and
logging of record changes and form submissions for audit purposes.

If a breach of security safeguards creates a real risk of significant harm, we will report it to the Office of the Privacy Commissioner of Canada and notify affected individuals as required by law.

11. Cookies and website analytics

Our website and customer portal may use cookies and similar technologies to keep you signed in, remember preferences, and measure site performance. You can control cookies through your browser settings. Disabling cookies may affect portal functionality.

12. Your right to access and correct

12.1 You may ask what personal information we hold about you, how we use it, and to whom we have disclosed it. Send your request in writing to the Privacy Officer.

12.2 We will respond within thirty (30) days of receiving your request, or tell you why we need an extension. We may ask you to verify your identity before releasing information.

12.3 There is no charge for a routine request. If a request requires substantial effort, we will tell you the estimated cost before proceeding.

12.4 In limited cases the law permits or requires us to withhold information, for example where releasing it would reveal personal information about another person or would compromise an investigation. We will explain the reason.

12.5 If you show that information is inaccurate or incomplete, we will correct it and, where appropriate, notify third parties who received it.

13. Openness

This Policy is available at www.broadbandnorth.com/privacy-policy and on request. Ask the Privacy Officer for information about our policies and practices, including the names of the types of service providers who handle personal information on our behalf.

14. Challenging compliance

14.1 Direct any privacy complaint to the Privacy Officer. We will acknowledge it, investigate, and tell you the outcome. If a complaint is justified, we will take appropriate corrective action, including amending our policies and practices.

14.2 If you are not satisfied with our response, you may complain to the Office of the Privacy Commissioner of Canada, 30 Victoria Street, Gatineau, Quebec K1A 1H3, 1-800-282-1376, priv.gc.ca.

14.3 For complaints about your Internet service itself, rather than privacy, you may contact the Commission for Complaints for Telecom-television Services (CCTS).

15. Changes to this Policy

We may update this Policy. The current version and its effective date are posted at www.broadbandnorth.com/privacy-policy. Material changes affecting how we use your personal information will be communicated to you.

Privacy Officer: BBN Privacy Officer
Email: privacy@broadbandnorth.com
Telephone: 226-908-3406
Toll-free: 1-866-767-4583