EastLink Telephone Customer Manual - page 22
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13.4 Non-Published Numbers
Non-published numbers do not appear in the telephone directory and are not
available from directory assistance operators. Non-published numbers are
included in provincial emergency 9-1-1 databases.
13.5 Monitoring of Customer Service Calls
In order to provide exceptional Customer service, we coach our customer
service representatives on an ongoing basis. As such, if you have a
telephone conversation with our representatives, we may monitor or record
the call for coaching and quality control purposes.
13.6 Personal information collected by EastLink may be stored and processed
in Canada or another country. In either case, the information is protected
with appropriate security safeguards, but may be available to government
agencies under applicable law.
14.0 CONfIDENTIALITY Of CUSTOMER RECORDS
14.1 Unless a customer provides express consent, or disclosure is pursuant to
a legal power, all information kept by EastLink regarding the customer,
other than the customer’s name, address and listed telephone number, is
confidential and may not be disclosed by EastLink to anyone other than:
a) the customer;
b) a person who, in our reasonable judgment, is seeking the information as
an agent of the customer;
c) 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;
d) 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;
e) an agent we retain in the collection of the customer’s account or to
evaluate the customer’s creditworthiness, provided the information is
required for, and is to be used only for, that purpose
f) a public authority or agent of a public authority, if in the reasonable
judgment of EastLink, it appears that there is imminent danger to life
or property which could be avoided or minimized by disclosure of
the information; or
g) 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.