PIPEDA Findings #2026-003: Investigation into Bell’s compliance with PIPEDA when responding to an access request for personal information
The Office of the Privacy Commissioner of Canada (OPC) investigated Bell Canada after a complainant alleged Bell contravened PIPEDA by not responding to an access request within 30 days and denying access to cellphone logs. The OPC found Bell contravened PIPEDA by delaying its response to the access request and by denying the complainant access to his phone logs, which were determined to be his personal information. Bell also failed to be open about its policies regarding shared account information. Bell has agreed to provide the requested logs and implement recommendations to improve its procedures for handling shared account requests and its privacy communications.
- Timeliness of response to an access request
- Access to personal information held by a service provider on a shared account
- Definition of personal information in the context of phone logs
- Openness of an organization's privacy policies and practices
Complaints well-founded and resolved/conditionally resolved
Bell contravened PIPEDA by failing to respond within 30 days and by incorrectly denying access to the complainant's personal information (phone logs). While the complainant received the logs, Bell committed to implementing recommendations, leading to a conditionally resolved outcome for systemic issues and policy updates.
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Bell Canada agreed to provide the complainant with the requested phone logs and committed to implementing recommendations to improve its procedures for responding to access requests for shared accounts and updating its privacy policy.
- s.8(3) PIPEDA
- Principle 4.9 PIPEDA
- Principle 4.8.1 PIPEDA
- Principle 4.9.2 PIPEDA
This summary is for informational purposes only and does not constitute legal advice.