Legal and Regulatory Items

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911 Emergency Services

Standard Broadband offers a 9-1-1 service to all of our VoIP customers in a similar manner to traditional 9-1-1 service but there are some important difference and limitations to E9-1-1 (Enhance 9-1-1 Dialing) available in most locations with traditional telephone service. With both 9-1-1 and E9-1-1 on a traditional phone line your call is connected directly to the nearest Public Safety Answering Point (PSAP), in addition with E9-1-1 service your call back number and address are presented to the emergency operator. With Standard Broadband’s 9-1-1 service, your call is sent to a national emergency answer centre the centre agent will confirm your location and call back information and then transfer your 9-1-1 call to the PSAP nearest to your location. You should be prepared to confirm your address and call back number. Do not hang up unless told directly to do so and if disconnected you should dial 9-1-1 again.

Standard Broadband 9-1-1 service is activated when your service is installed at your home or business. You should always ensure to keep your location information updated with Standard Broadband any time there are changes to you location. Please contact us at 1-866-569-4147 to update your location information.

Remember in the event of a power failure your VoIP service may not function, the service requires power and a broadband Internet connection to operate. Standard Broadband always recommends the use of a UPS device to maintain power to your modem and VoIP adapter during a power outage.

Privacy Policy

Standard Broadband (“SB”), is committed to safeguarding the right of our customers and employees to privacy and the protection of their personal information. On January 1, 2004, the Government of Canada implemented the federal Personal Information Protection and Electronic Documents Act (PIPEDA) that applies to all organizations and businesses that collect, use and disclose personal information in the course of business. As such Standard Broadband. has developed our Privacy Policy to ensure compliance with PIPEDA. These policies apply to Standard Broadband as well as any companies or divisions controlled by Standard Broadband. PIPEDA contains 10 principles that outline the responsibilities that private organizations should follow as it relates to personal information they are:

  • Accountability
  • Identifying purposes
  • Consent
  • Limiting collection
  • Limiting use, disclosure, and retention
  • Accuracy
  • Safeguards
  • Openness
  • Individual access
  • Challenging compliance

Personal Information includes any factual or subjective information, recorded or not about an identifiable individual. It does not include information that is publicly available such as that found in a business directory or telephone book.

Internet Access Solutions Policy

  1. Accountability

    SB is responsible for all personal information under our control, this includes any personal information that may need to be disclosed to third parties. SB will use contractual obligations or other means to ensure that that a comparable level of protection is achieved. To ensure confidentiality of your personal information, policies and procedures have been established and we have designated a Privacy Office who will be responsible for ensuring compliance with 10 privacy principles. If you have questions or inquiries about how your personal information is stores or when it may be disclosed to others please contact privacy@standardbroadband.ca.

  2. Identifying the purpose for collection, use and disclosure of personal information

    SB will identify to you the purpose for collecting personal information before, or at the time the information is collected. SB will only collect personal information that is required for your telecommunications services and will only disclose that information to a 3rd party with your express consent or for legal reasons.

  3. Consent

    SB will make every reasonable effort to ensure that our customers or the customer’s authorized representative understand and consent to how their personal information will be used. Seeking consent may also be impossible or inappropriate when the customer is a minor, seriously ill or mentally incapacitated. Written requests and consents to release information will be kept in the customer’s records. We will disclose personal information to third parties only with your express consent, or when necessary for legal, audit or regulatory reasons. We will ensure that customer confidentiality is maintained regardless of the technology used to communicate personal information.

  4. Limiting Collection of Personal Information

    SB will only collect personal information that is required to provide telecommunication services to which you have subscribed. We will always collect personal information using fair and legal means.

  5. Limiting Use, Disclosure, and retention of Personal Information

    Personal information will not be used or disclosed for purposes other than for which it was collected, except with your consent or as permitted or required by law.

  6. Accuracy of Personal Information

    SB will ensure that personal information is as accurate, current and complete as is necessary for the purposes for which it was collected

  7. Safeguarding your Personal Information

    SB will ensure Personal information will be protected by the security safeguards appropriate to the sensitivity of the information. SB will use appropriate safeguards to protect against risks such as data loss, theft, un-authorized access, copying, modification and deletion.

  8. Openness

    SB will be open about the policies and procedures used to manager customer’s Personal Information. Customers will have access to information about these policies and procedures and the language used will be easy to understand. SB will make all reasonable efforts so that users are made aware of the location of policies.

  9. Access to Personal Information

    SB will inform its customers of the existence, use and disclosure of their personal information upon request and provide access to that information. Customers are able to challenge the accuracy and completeness of their personal information and have it amended as appropriate. Certain exceptions may come up from time to time, where we may not be able to provide you with access to all of the personal information we hold. Exceptions may include information that contains references to other individuals. Customers can obtain information or seek access to their individual customer records by contacting our designated Privacy Officer at privacy@SB.com

  10. Challenging Compliance to Privacy Policy

    SB Customers may challenge SBs compliance with our Privacy Policy. All customer challenges should be directed to our Privacy Office at privacy@SB.com. SB will make every effort to respond in a timely manner to all customer enquiries regarding the compliance of our Private Policy.

CRTC (2009-723) Customer Confidentiality Provisions

In addition to the SB Privacy Policy above SB applies the following Customer Confidentiality Provisions per Canadian Radio-television and Telecommunications Commission ("CRTC") Decision 2009-723:
Unless a customer provides express consent or disclosure is pursuant to a legal power, all information kept by the company regarding the customer, other than the customer’s name, address, and listed telephone number, is confidential and may not be disclosed by the company to anyone other than

  • the customer;
  • a person who, in the reasonable judgment of the company, is seeking the information as an agent of the customer;
  • another telephone company, provided the information is required for the efficient and cost-effective provision of telephone service and disclosure is made on a confidential basis with the information to be used only for that purpose;
  • a company involved in supplying the customer with telephone or telephone directory related services, provided the information is required for that purpose and disclosure is made on a confidential basis with the information to be used only for that purpose;
  • an agent retained by the company in the collection of the customer’s account, provided the information is required for and is to be used only for that purpose;
  • a public authority or agent of a public authority, for emergency public alerting purposes, if a public authority has determined that there is an imminent or unfolding danger that threatens the life, health or security of an individual and that the danger could be avoided or minimized by disclosure of information; or
  • an affiliate involved in supplying the customer with telecommunications and/or broadcasting services, provided the information is required for that purpose and disclosure is made on a confidential basis with the information to be used only for that purpose.

LTE Network Traffic Management Policy

Goal

Standard Broadband is dedicated to ensuring that all our subscribers have fair, equal and consistent access to the Internet. Many times a small number of subscribers are responsible for a large amount of traffic and network resources. To ensure that all customers have a fair and equal access to the network Standard Broadband has implemented a traffic management policy. Our intent is to provide a consistent Internet experience and impact the fewest customers with our policy.

Details

We at Standard Broadband do everything possible to ensure that customers receive the subscribed speeds that being said all speeds advertised are the maximum “up to” speed. Due to technology used to deploy our LTE and Wireless services there are fixed limitations to the available capacity we can provide. Our clients should be aware that web-based speed tests and tests conducted to 3rd party servers outside of our network can provide inaccurate results. When customers contact our technical support team with slow or inconsistent speed problems our technical group will always attempt to investigate and verify speeds to test servers located in our network as promptly as possible. If required we will have a technician visit the residence or business to verify the service from our customer demarcation point.

Service provided by Standard Broadband may during peak periods (typically 4PM to Midnight) have traffic management applied. During these periods certain traffic may be given priority over others. This ensures equal access to network resources and consistent service. Applications such as Voice Over IP and other “real time” services are less likely to be affected. Our goal is to ensure that traffic management provides minimal impact to our customers and rather is provides a consistent and reliable Internet experience. Most of our subscribers will not notice an impact to their service during periods when traffic management in applied.

Standard Broadband reserves the right during extreme traffic situations to limit individual subscriber bandwidth to ensure that all subscribers receive a consistent and equal experience on our network. Such extreme bandwidth event can be related to mobile phone operating system downloads / upgrades, major operating system upgrade or patch releases and broadcast events that draw a higher than usual audience.

All traffic management processes are employed on a worst case scenario and only used when required to ensure that all subscribers have fair access to the network resources they subscribed to. Standard Broadband takes as much of a proactive approach as possible to avoid the use of traffic management policies however from time to time they are required to ensure the best possible service to our customers.