Privacy Policy

1. Who we are and what this covers

MPV WiFi Inc. ("MPV", "we", "us") is an independent internet, television and telephone provider based in Thamesville, Ontario. This policy applies to our customers, people who ask about or order service, visitors to mpvwifi.com, and subscribers to Maple TV and MPV Home Phone. It covers personal information in any form. It does not cover business contact information used to reach you at work, or information that has been aggregated or de-identified so it no longer identifies you.

We are subject to Canada's Personal Information Protection and Electronic Documents Act (PIPEDA) and, as a telecommunications carrier and reseller, to the customer-confidentiality rules of the Canadian Radio-television and Telecommunications Commission (CRTC). This policy and our User Agreement together govern how we handle your information.

2. Information we collect

Information you give us. Your name, email address, phone number, service and billing address, preferred install window, current provider, the plan and add-ons you choose, and anything you write in a form, email or support call. If you pay by card or pre-authorised debit, the payment details go to our payment processor (see section 6); we keep only a reference token, the last four digits and the expiry. If a credit check is needed for financing or equipment, we collect the identification required for it with your consent.

Information from providing the service. Account and billing history; the equipment at your home and its identifiers (MAC and serial numbers); the IP address assigned to you and when; how much data your connection uses; radio and signal measurements from your wireless dish or fibre/cable modem; support tickets and notes; and recordings of support calls where we tell you the call is recorded. For Home Phone: call detail records — the numbers called, when and for how long — but never the content of your calls. For Maple TV: your subscription, the devices you sign in on, and channel and programme selections needed to deliver, license and troubleshoot the service.

Information from our website. Your IP address, browser and device type, the pages you visit and the actions you take (such as checking an address or starting an order), and cookies and similar identifiers set by us and by the analytics and advertising tools described in section 8. When you type an address into our coverage checker we keep the address and its map coordinates so we can assess coverage and, if you ask us to, follow up.

Information from others. Address and serviceability results from the carrier whose network reaches your home; payment confirmations from our payment processor; credit-bureau reports where you have consented; and public sources such as 911 address databases.

3. Why we use it

• To check whether we can serve your address and tell you which options you have.
• To set up, install, provision, support, secure and maintain your service and our network.
• To bill you, process payments, and collect amounts owing.
• To verify identity and, with your consent, assess credit.
• To meet legal and regulatory obligations, including CRTC rules, 911 requirements and copyright notice-and-notice obligations.
• To understand how our website and services are used and to improve them.
• To tell you about MPV products and offers — only with your consent (section 5).
• To detect and prevent fraud, abuse of the network and security threats.

Technical data collected to manage network traffic and performance is used only for that purpose. If we ever need your information for a new purpose, we will ask first.

4. Confidentiality of your customer information (CRTC rule)

Unless you give express consent or disclosure is required by a legal power, everything we keep about you as a customer — other than your name, address and listed telephone number — is confidential and will not be disclosed to anyone except:

• you, or someone we reasonably believe is acting as your agent;
• another telecommunications company, where the information is needed to provide your service efficiently and is shared confidentially for that purpose only;
• a company that helps supply your telephone, internet or directory service, on the same confidential terms;
• an agent retained to collect your account, for that purpose only;
• a public authority for emergency public alerting where there is an imminent danger to life, health or safety; or
• an affiliate involved in supplying your telecommunications or broadcasting services, on the same confidential terms.

"Express consent" means consent we can document: something you signed, confirmed online or by phone, or a recorded verbal confirmation. We do not rely on implied consent to disclose confidential customer information.

5. Consent

By ordering or using our services you consent to us collecting and using your information for the purposes in section 3 that are needed to deliver them. We will not make you consent to anything beyond that as a condition of service.

We ask separately for your consent to send marketing email or text messages, as Canada's anti-spam law (CASL) requires. Every marketing message identifies MPV and includes an unsubscribe link that we honour within ten business days. Service messages — bills, outage notices, appointment reminders — are not marketing and will still be sent.

You can withdraw consent at any time by contacting us (section 15), subject to legal or contractual limits. If you withdraw consent for something we need in order to provide a service, we will explain what that means for the service.

To protect your account, we may ask you to verify your identity — for example with an account PIN or details only the account holder would know — before discussing or changing it.

6. Who we share your information with

We share personal information only as described here, only what is needed, and under contracts that require the recipient to protect it and use it for nothing else. We remain responsible for your information when a service provider handles it on our behalf.

• Underlying carriers. Where your service runs over a partner cable or fibre network (for example Cogeco, Rogers or Eastlink, depending on your address), we share your name, service address, contact details and service details with that carrier so it can qualify the address, install, repair and bill the connection. Their technicians may attend your home, and their own privacy policy applies to data generated on their network.
• Billing, CRM and network-management platforms that run our customer records, invoicing, tickets and monitoring (currently Splynx and Ubiquiti UISP).
• Payment processor. Card payments are processed by Moneris, a Canadian PCI-DSS-certified processor, in some cases through our carrier partner's payment system. Card numbers are entered on the processor's secure form and are never stored on our systems.
• Home Phone. Our voice carrier receives the information needed to route calls, port your number and provide caller ID. Your registered 911 address and callback number are sent to emergency services when you dial 911 — please keep that address current, because VoIP 911 can only send the address we have on file.
• Maple TV. The television platform that streams Maple TV receives your account and device identifiers and logs viewing sessions to deliver the service and to report to content licensors in aggregate. Viewing data is not used for targeted advertising without your express consent.
• Credit bureaus and collection agencies, where you have consented to a credit check or an account is in arrears.
• Professional advisers such as lawyers, accountants and insurers, under confidentiality.
• A buyer or successor if MPV or part of its business is sold or merged, in which case your information stays subject to this policy.
• Law enforcement, courts and regulators as described in section 7.

We do not sell, rent or trade personal information to anyone.

7. Law enforcement, court orders and copyright notices

We disclose customer information to police or other authorities only when the law requires it: a warrant, production order or subpoena, or a lawful request in an emergency where someone's life or safety is at risk. Since the Supreme Court's decision in R. v. Spencer, we treat the link between an IP address and a subscriber as requiring a court order, and we do not answer informal requests. Where we are legally permitted, we will tell you about a court order that concerns your account.

Under the Copyright Act notice-and-notice regime, if a rights holder sends us a notice alleging infringement from an IP address assigned to you, we must forward it to you and keep the record linking that IP address to your account for six months (twelve if the rights holder starts proceedings). We do not disclose your identity to the rights holder without a court order.

8. Website, cookies, analytics and advertising

Our website uses these tools. All of them are operated by companies in the United States and are described in their own privacy policies.

We never send your street address, order details or payment information to advertising platforms in readable form. We do not run advertising tracking on any page aimed at children. Your browser can also block or delete cookies; the site will still work, although the address checker needs Google Maps.

9. Where your information is stored

Our customer, billing and network systems are operated from Canada. Some service providers — including Google, Meta and our payment processor's platform — store or process information in the United States. While it is there it is subject to United States law and may be accessible to authorities there. We use contracts and safeguards that meet Canadian standards, but no transfer outside Canada can be made entirely free of that risk.

10. How we protect it

We use physical, organisational and technical safeguards appropriate to the sensitivity of the information: encrypted connections to our website and systems, access limited to staff and contractors who need it for their job, confidentiality obligations for everyone with access, logging of access to customer records, and contracts requiring our service providers to do the same. Payment card data is handled only by PCI-certified processors. You are responsible for keeping your account password and router credentials private.

11. How long we keep it

When information is no longer needed we delete it or make it anonymous.

12. If something goes wrong

If a breach of our safeguards creates a real risk of significant harm to you — for example identity theft or financial loss — we will report it to the Office of the Privacy Commissioner of Canada and notify you as soon as feasible, tell you what happened and what you can do, and notify any other organisation that can help reduce the harm. We keep a record of every breach for 24 months.

13. Your rights

• Access. Ask what personal information we hold about you, how we use it and who we have shared it with. We respond within 30 days, and will explain any exception the law allows us to apply.
• Correction. Ask us to fix anything that is inaccurate or incomplete.
• Withdraw consent for marketing at any time, and for other uses subject to legal and contractual limits.
• Opt out of analytics and advertising tracking on this site using the button in section 8.
• Close your account, after which we keep only what the retention table requires.

We will verify your identity before releasing information. Requests are free unless they are repetitive or unreasonable, in which case we will tell you the cost first.

14. Children

Our services are contracted by adults. We do not knowingly collect personal information from anyone under 13, and we do not run advertising tracking on pages aimed at children. If you believe a child has given us information, contact us and we will delete it.

15. Contact, complaints and changes

Our Privacy Officer is responsible for this policy and for MPV's compliance with it:

Privacy Officer, MPV WiFi Inc.
[[MAILING ADDRESS]], Thamesville, Ontario
privacy@mpvwifi.com · 226-620-0850

If you are not satisfied with our response, you may complain to the Office of the Privacy Commissioner of Canada (priv.gc.ca, 1-800-282-1376). Complaints about the service itself can go to the Commission for Complaints for Telecom-television Services (ccts-cprst.ca, 1-888-221-1687).

We may update this policy. The current version, with its effective date, is always at mpvwifi.com/privacy. If a change materially affects how we use your information, we will tell you at least 30 days in advance by email or a message on your bill. This policy is available in alternative formats on request.