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At Rogers, we are committed to protecting the privacy of the personal information of our customers and users of our mobile applications. We take all reasonable steps to ensure that this information is safe and secure, including putting in place rigorous policies and procedures to fully comply with all Canadian privacy laws and regulations.

This Policy covers the following information:

  • Scope and application;
  • How we obtain your consent to collect, use and disclose your personal information;
  • How and why we collect, use and disclose your personal information;
  • Details on where your information is stored, secured and how long it is kept for;
  • How to access your personal information that we hold; and
  • Who to contact for queries about your privacy.

Scope & Application of this Policy

Who does this policy apply to?

All customers and users of mobile applications, ‘apps’, offered by Rogers and other members and affiliates of the Rogers Communications Inc. organization. These include our wireless services (Rogers, Fido, Chatr, Cityfone and its branded entities), Rogers Media brands (for a full list, visit https://www.rogerssportsandmedia.com/properties), our Connected Home services (TV, Internet, Home Phone and Smart Home Monitoring), and Rogers for Business. Please refer to the main Rogers privacy policy for full details about how we manage customer privacy across all Rogers products and services.

In some instances, our products and services or those offered by a third-party service provider to our customers or users have their own specific privacy policies.

Who does this policy not apply to?

This policy does not apply to those who are interacting with the Toronto Blue Jays or customers of Rogers Bank.

What information does this Privacy Policy apply to?

This policy applies to all personal information that we collect, use, or disclose about our customers and users of our apps.

This may include your name, address, phone number, email, how you pay for your services, and purchase information. It also includes data transmission information (for example data that tells us how your device is interacting with our network), as well as the time spent using our apps, how you use and interact with our apps, and information related to the location of your mobile device.

What information does this policy not apply to?

Any information that we de-identify, aggregate or anonymize to identify trends, manage our business, develop statistical information, understand how we are performing, or develop relevant products, services or offers.

Such information may also be shared with third parties for other analytical purposes but will not personally identify any individual.


How does Rogers obtain consent?

Your consent to the collection, use, or disclosure of personal information is obtained when you first sign-up to use the App. For more sensitive information, such as location information we will obtain additional consent when you download the app and log in for the first time.

Withdrawing Consent

The choice to provide Rogers with your consent is always yours, however, your decision to withhold such consent may limit your ability to interact with the app.

How & Why We Collect Personal Information

How does Rogers collect my personal information?

We primarily collect information about you, from you. We do this when you download or use one of our apps. For example, when you download and log on to an app we may collect your location information. In some cases, if you provide express consent, some of our apps will use your location even when you aren’t using the app to help monitor device or network issues. We will always seek your consent and you have the option to opt-out at any time. Like with any app that collects location information, via your mobile device settings you can decide what level of location information you want to disclose.

Why does Rogers collect my personal information?

Rogers collects personal information for many different reasons, including but not limited to the following:

  • To deliver you the products and services you have purchased from us, and to bill you, collect payment for those products and services, to allow you to download your bill, check your balance, make a payment or change your method of payment.
  • To provide you with information about the products and services you receive from Rogers. For example; to check your usage, add data, review your plan or package information, upgrade your plan or change your package, review your account contact information.
  • To give you access to help tools including customer support information, diagnostic tools such as Network Aid – which provides network status, and device ToolBox – which lets you analyze device health.
  • We only use your location to see how our mobile network is performing, determine where there are weak coverage areas and identify network outages even when you're not using the app if you have consented to it.
  • To perform analytics, reporting, request feedback to improve and manage our relationship with you.
  • To confirm or authenticate your identity and ensure your information is correct and up-to-date.
  • To provide tailored service to you. For example, we may use account information about you to improve your interactions with us or provide a positive and personalized customer experience.
  • To ensure compliance with our Terms of Service and Acceptable Use Policy.
  • To comply with legal obligations and regulatory requirements.


From time-to-time, information may also be collected for other purposes, or as permitted or required by law. We will always identify any additional purpose prior to, or at the time, of collection.


When is my personal information disclosed?

Unless we have your express consent or pursuant to a legal power, we will only disclose your personal information to organizations outside Rogers without your consent in the following limited circumstances:

  • To a person who, in our reasonable judgement, is seeking the information as your agent.
  • To another telephone company, when the information is required for the provision of home phone service and disclosure is made confidentially.
  • To a service provider or other agent retained by us, such as a credit reporting agency, for account management, the collection of past due bills on your account, or to evaluate your creditworthiness.
  • To a service provider or third party that is performing administrative functions for us to manage our customer accounts.
  • To another organization for fraud prevention, detection or investigation if seeking consent from you would compromise the investigation.
  • To a law enforcement agency whenever we have reasonable grounds to believe that you have knowingly supplied us with false or misleading information or are otherwise involved in unlawful activities.
  • To a public authority or agent of a public authority if it appears that there is imminent danger to life or property which could be avoided or minimized by disclosure of the information.
  • To 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 the information.
  • To a third party who may be interested in buying Rogers assets and personal customer information must be shared to assess the business transaction.
  • We will disclose information about your credit behaviour to credit reporting agencies or parties collecting outstanding debt.
  • Your personal information may also be shared with members or affiliates of the Rogers Communications Inc. organization such as Rogers Bank.

Storage, Security & Retention

Where will my personal information be stored?

Personal information may be stored or processed in or outside Canada. The information will be protected with appropriate safeguards but may be subject to the laws of the jurisdiction where it is held.

How will Rogers ensure my personal information is kept safe?

Rogers has rigorous security and safeguard processes and procedures to ensure the information we have about our customers and users of our digital properties remains safe from theft, loss, or unauthorized access.

The Rogers Chief Privacy Officer and delegates ensure that Rogers is responsible for all personal information of our customers and users of our apps. We ensure that there is a comparable level of protection for information that is processed for us by third parties.

How long will Rogers retain my personal information?

Rogers will only retain your personal information for as long as necessary to fulfill the purpose for which it was collected or for sufficient time to allow you access to the information if it was used to make a decision about you or your account. Information that is no longer required by us will be destroyed or de-identified.


How to access your personal information 

You may access or review the information we have about you. You can challenge its accuracy and completeness and request access, amendments or deletion, as permitted by applicable law, by contacting us in writing at Chief Privacy Officer, Rogers Communications Inc. 333 Bloor St. E., Toronto, ON, M4W 1G9.

You can also visit the privacy pages on rogers.com/privacy for more information.

If you remain concerned about your Privacy after contacting Rogers:

The Office of the Privacy Commissioner of Canada oversees Rogers’ personal information handling practices. If your privacy concerns are not addressed to your satisfaction by Rogers, you may contact the Office of the Privacy Commissioner of Canada for further guidance:

  • Website: priv.gc.ca/en
  • By Phone: 1 800 282 1376 or 819 994 5444
  • By Fax: 819 994 5424
  • By TTY: 819 994 6591


Effective Date: March 2021