Privacy Policy

NexFibre · Last updated: July 9, 2026

NexFibre ("NexFibre," "we," "us," or "our") provides fibre internet, television, VoIP telephone, and managed telecom services to residential, business, hospitality, and continued-care customers in Ontario, Canada. We are committed to protecting the privacy of our customers and website visitors in accordance with the Personal Information Protection and Electronic Documents Act (PIPEDA) and other applicable Canadian laws. This Privacy Policy explains what personal information we collect, how we use and disclose it, how we protect it, and the choices and rights you have.

1. Information We Collect

Account and contact information

When you sign up for our services, request a quote, or contact us, we collect information such as your name, service address, billing address, email address, telephone number, and, where applicable, business or organization details.

Billing and payment information

We collect payment card or banking details, billing history, and credit-related information reasonably required to establish and manage your account. Payment card processing is handled by third-party payment processors; we do not store full card numbers on our systems.

Service and network information

In the course of providing internet, TV, and VoIP services, we collect technical information necessary to deliver, secure, and support those services, including: assigned IP addresses, MAC addresses and equipment identifiers, bandwidth usage and connection logs, service quality and diagnostic data, VoIP call detail records (numbers dialed, call time, duration), and 9-1-1 service address information required for emergency calling. We also collect support communications (records of your interactions with our support team, including emails, phone calls, chat messages, and service tickets) and website information. When you visit nexfibre.ca, we collect standard log data (IP address, browser type, pages visited) and use cookies and similar technologies as described in Section 7.

2. How We Use Your Information

We use personal information to:

  • Establish, provision, and manage your account and the services you subscribe to;
  • Bill and collect payment for services;
  • Operate, maintain, monitor, and secure our network, including troubleshooting, capacity planning, and fraud and abuse prevention;
  • Provide emergency 9-1-1 service routing for VoIP customers;
  • Respond to support requests and service inquiries;
  • Communicate with you about service changes, outages, maintenance, and account matters;
  • With your consent, send you commercial electronic messages about offers and new services, in compliance with Canada's Anti-Spam Legislation (CASL);
  • Meet legal, regulatory (including CRTC), and contractual requirements.

We do not sell your personal information, and we do not use your internet browsing activity or TV viewing behaviour to sell advertising.

3. Consent

We collect, use, and disclose personal information with your consent, or as otherwise permitted or required by law. Consent may be express (for example, when you sign up for services) or implied (for example, where the purpose is obvious and you voluntarily provide the information). You may withdraw consent at any time, subject to legal or contractual restrictions and reasonable notice, though this may affect our ability to provide services to you. You may unsubscribe from marketing communications at any time using the unsubscribe link in any message or by contacting us.

4. Disclosure of Your Information

We may disclose personal information to:

  • Service providers and partners who assist in delivering our services, such as network and infrastructure partners (including Milo, our technology partner for certain TV and continued-care solutions), installation contractors, billing and payment processors, and IT service providers. These parties are permitted to use personal information only as necessary to provide services to us and are required to protect it.
  • Emergency services in connection with 9-1-1 calls placed using our VoIP service.
  • Law enforcement, courts, and regulators where required or permitted by law, such as in response to a court order, subpoena, warrant, or other lawful demand, or where necessary to protect our network, customers, or the public.
  • Parties to a business transaction, such as a merger, acquisition, or financing, provided the information remains protected under this policy or an equivalent one.

Some of our service providers may store or process information outside of Canada (for example, in the United States). While in another jurisdiction, information may be accessible to the courts, law enforcement, and national security authorities of that jurisdiction.

5. Retention

We retain personal information only as long as necessary to fulfil the purposes for which it was collected, to comply with legal and regulatory obligations (such as tax and billing record requirements), and to resolve disputes. Network and call detail logs are retained for limited operational periods and then deleted or anonymized.

6. Safeguards

We protect personal information with security safeguards appropriate to its sensitivity, including encryption of data in transit, access controls limiting information to employees and contractors who need it, network monitoring, and physical security at our facilities. No system is perfectly secure; if a breach of security safeguards creates a real risk of significant harm to you, we will notify you and the Office of the Privacy Commissioner of Canada as required by law.

7. Cookies and Website Analytics

Our website uses cookies and similar technologies necessary for site operation, security, and performance, and may use analytics cookies to help us understand how visitors use the site. You can control cookies through your browser settings; disabling cookies may affect some site functionality.

8. Children's Privacy

Our services are marketed to adults and organizations. We do not knowingly collect personal information from children under 13. If you believe a child has provided us personal information, please contact us and we will delete it.

9. Your Rights

Subject to limited exceptions under PIPEDA, you have the right to:

  • Access the personal information we hold about you;
  • Correct inaccurate or incomplete information;
  • Withdraw consent to certain uses and disclosures;
  • Ask questions or make a complaint about our privacy practices.

To exercise these rights, contact us using the details below. We will respond to access requests within 30 days. If you are not satisfied with our response, you may contact the Office of the Privacy Commissioner of Canada at www.priv.gc.ca or 1-800-282-1376.

10. Changes to This Policy

We may update this Privacy Policy from time to time. The "Last updated" date at the top indicates when it was last revised. Material changes will be posted on this page, and where appropriate, we will notify you directly.

11. Contact Us

Privacy Officer
NexFibre
Toronto, ON
Email: info@nexfibre.ca
Phone: +1 416-849-8502