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Privacy Policy

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PRIVACY POLICY

Galaxy Fibre (Galaxy), a division of Galaxy Broadband Communications, Inc. provides internet, IPTV and telephony services to consumer and business customers across Canada.    

At Galaxy, we recognize the importance of privacy and the sensitivity of personal information and acknowledge that we have a professional obligation to keep confidential all information we receive within a customer relationship.  We are committed to protecting any personal information we hold.  This Privacy Policy is a formal statement of principals and guidelines that we have adopted for the protection of personal information we may collect, use, maintain and disclose for or on behalf of our customers.  Our objective in developing this privacy policy is to promote responsible practices in the management of personal information in accordance with the provisions of the Personal Information Protection and Electronic Documents Act (PIPEDA).  The Privacy Policy is organized according to the principals of the Canadian Standard’s Associations (CSA) Model Code, for the protection that forms the basis of that law.  

Application and Scope

This Privacy Policy applies to any personal information collected, used or disclosed by Galaxy Fibre or anyone acting as an agent on our behalf, in any form whether written, oral or electronic.  

This Privacy Policy applies to all products and services offered by Galaxy and information collected from people who visit our website, including our use of cookies.

Definition of Personal Information

We require some Personal Information to create and maintain customer files in order to provide services and products to our clients.  Personal information includes any information about an identifiable individual.  For Galaxy customers, such information may include, but is not limited to, your name, address, email address, credit and banking information, billing records, services and equipment you use, phone number, date of birth and technical and customer care related records.  Information about your computer hardware and software may be automatically collected by Galaxy and can include: your IP address, browser type, domain names, access times and referring website addresses.

Use of Cookies

The Galaxy Fibre website may use “cookies” to help you personalize your online experience. A cookie is a text file that is placed on your hard disk by a web page server. Cookies cannot be used to run programs or deliver viruses to your computer. Cookies are uniquely assigned to you and can only be read by a web server in the domain that issued the cookie to you.

One of the primary purposes of cookies is to provide a convenience feature to save you time. The purpose of a cookie is to tell the Web server that you have returned to a specific page. For example, if you personalize Galaxy pages, or register with Galaxy site or services, a cookie helps Galaxy to recall your specific information on subsequent visits. This simplifies the process of recording your personal information, such as billing addresses, shipping addresses, and so on. When you return to the same Galaxy website, the information you previously provided can be retrieved, so you can easily use the Galaxy features that you customized.

You have the ability to accept or decline cookies. Most Web browsers automatically accept cookies, but you can usually modify your browser setting to decline cookies if you prefer. If you choose to decline cookies, you may not be able to fully experience the interactive features of the Galaxy services or websites you visit.

Collecting Personal Information

We collect information only by lawful and fair means and not in an unreasonably intrusive way.  Wherever possible, we collect the information directly from you, with your consent.  In some cases, and when consent is given, we may obtain information from other sources, such as agents acting on Galaxy’s behalf for delivery of services or credit reporting agencies for credit evaluation purposes. 

In most cases, your personal information is collected from the Subscriber Agreement when you sign up for services with Galaxy, either electronically from our website, from paper agreements completed by you, or over the phone.  

Use of Personal Information

We use personal information to establish and maintain relationships with our customers and to provide services and support to them. We use this information for the following purposes:

  • Creating, establishing and administering customer accounts and using the information relevant to the performance of the services rendered to customers
  • To provide the services requested and improve and expand our products and services
  • Administration, billing, establishing credit and collections in relation to the services provided
  • Protecting against fraud, inaccurate records and authenticating the identify of customers contacting Galaxy by, for example phone or electronically
  • For improving customer service and internal training purposes
  • To personalize the user experience and provide personalized products and services, recommendations, promotions or advertisements
  • For communication with our customers, including sending account statements, special offers, conducting customer surveys
  • To meet legal and regulatory requirements


Galaxy does not disclose personal information to any third party to enable them to market their products and services, such as providing our client mailing lists to other companies.  Galaxy will not collect or use personal information for any other purpose without first obtaining further consent.

Personal information shall be retained only as long as necessary to fulfill the purposes for which it was collected and as long as required or otherwise permitted by law.  Galaxy will establish minimum and maximum retention periods and procedures for maintaining and destroying personal information. 

Consent

In most cases, we ask the customer to specifically consent to the collection, use, or disclosure of their personal information through various means, including written agreements and forms, orally or electronically.  Generally, consent for collection, use and disclosure of personal information is implied by subscribing to Galaxy’s products and services.  When dealing with certain legal or security issues or when collecting a debt, Galaxy may be required by law to disclose certain information without obtaining consent.     

Opt-out and Unsubscribe

We respect your privacy and give you an opportunity to opt-out of receiving announcements of certain information. Users may opt-out of receiving any or all communications from Galaxy by contacting us here:

Mail: 4 – 4020A Sladeview Crescent, Mississauga, Ontario, L5L 6B1
Email: hello@galaxyfibre.ca
Phone: 877-727-3448

Disclosure of Personal Information

Under certain circumstances, Galaxy will disclose personal information:

  • When we are required to do so, for example, if a court issues a subpoena
  • When the customer has consented to the disclosure
  • When the services we are providing the customer requires us to give the information to third parties
  • Where it is necessary to establish or collect fees
  • If we engage a third party to provide administrative services to us and the third party is bound by our privacy policy, or has a policy that reflects the same principles as Galaxy’s.
  • If we retain other professionals, agents, contractors, or service providers to assist us in completing our work for you, or to act on your behalf directly
  • If the information is already publicly known


In these circumstances, we will only disclose such personal information as is required in the circumstances.

Updating Personal Information

Since Galaxy uses personal information to provide services and support to clients, it is important that the information is accurate and up-to-date.  If during the course of providing services and support, the personal information that is required needs to be updated or modified, Galaxy will attempt to contact the customer in order to make the changes.  Also, if the customer requests that their personal information be changed or updated, Galaxy will make the appropriate changes.

Personal Information and Security

Galaxy takes all reasonable precautions to ensure that personal information is kept safe from loss, unauthorized access, modification or disclosure.  Among the steps taken to protect personal information are:

  • Premises security
  • Employee training of the Privacy Policy and storage, safe-guarding and use of personal information
  • Restricted file access to sensitive personal information, such as credit and billing information
  • Technological safeguards such as security software and firewalls to prevent hacking or unauthorized computer access
  • Internal password and security policies


If Galaxy uses the services of any third party to process or store personal information, or to provide services, we will enter into an agreement which requires the third party to protect this personal information in a manner that is acceptable to Galaxy.

Access To and Correction of Personal Information

A customer may request access to any personal information Galaxy has about them.  

Galaxy reserves the right to confirm the identity of the person seeking access to personal information before complying with any access requests.  In some cases, Galaxy can deny access to personal information when:

  • Granting the customer access would have an unreasonable impact on other people’s privacy
  • To protect Galaxy’s rights and property


If Galaxy holds personal information about a customer that the customer can establish is not accurate, complete and up-to-date, Galaxy will take reasonable steps to correct it in a timely manner.

Galaxy Fibre Employee Privacy

All Galaxy employees have an “Employee File”.  The personal information contained in this file is collected, used and communicated generally for the following purposes:

  1. Decision making regarding hiring, duties, training, discipline, promotion and retention
  2. Recording and determining your eligibility for participation in various GBC benefit plans, including life insurance coverage, personal and maternity leave, and the receipt of short or long term disability and the managing of such participation
  3. Recording and maintaining your personal information, attendance record, bonuses record, payroll and timesheets, performance evaluations, performance improvement plans, and maintaining any other necessary information for establishing, managing or terminating the employment relationship, as well as the determination of the applicable income and benefits


All Employee Files are kept in a locked and secured location that is only accessible to relevant Management, Human Resources and the Finance Department.

Changes to this Privacy Policy

Since GBC regularly reviews all of its policies and procedures, this policy may by changed or modified at any time, without notification to customers. These changes will be made available as soon as is practical and posted to our website.

Fibre Network Access Agreement Terms & Conditions

1) Grant of permission

You grant Community Network Partners Inc., together with its affiliates, contractors, and utility partners (“CNPI”), a non-exclusive, revocable permission to enter the property with personnel, tools, and machinery to:

  1. a) complete a site assessment and submit statutory utility locate requests, where required; b) install underground fibre-optic facilities from the road allowance or public right-of-way to a demarcation point at the premises, and install any required indoor and/or outdoor demarcation equipment; c) test, operate, access, maintain, repair, replace, relocate, or remove CNPI facilities on reasonable notice; and d) restore disturbed areas following construction.

2) Scope & Installation Methods

Work may include trenching, boring, directional drilling, and/or placement through existing conduit or pathways, where feasible, and may occur over multiple visits. Final route and installation method may change due to utility locates, field conditions, permitting, municipal requirements, or safety considerations. CNPI will follow industry best practices and use existing pathways where reasonably possible.

3) Facilities Ownership

All fibre, conduit, drop cables, and demarcation equipment installed by or for CNPI remain the property of CNPI or its partners, and do not become fixtures.

4) Restoration

CNPI will restore disturbed areas to a substantially similar condition, season and weather permitting. Temporary restoration may be completed first, with final restoration performed when conditions allow. Certain surfaces, including sod, asphalt, concrete, interlock, or landscaping, may require temporary patching before final restoration is completed.

5) Landscaping & Surface Features (Private Property)

You acknowledge that underground installation may require limited disturbance to lawns, gardens, driveways, walkways, or other surface features in order to complete the work safely and efficiently. CNPI will make reasonable efforts to minimize disruption and restore affected areas in accordance with Section 4.

6) Utility Locates & Private Lines

CNPI will obtain statutory utility locates where required. You must identify and clearly mark any private or unregistered lines, systems, or structures on the property, including but not limited to sprinklers, landscape lighting, private hydro lines, invisible fencing, irrigation, septic systems, private drains, shallow utility lines, or similar features. CNPI is not responsible for damage to unmarked or incorrectly marked private facilities.

7) Third-Party Infrastructure & Permissions

This permission does not grant rights over third-party lands, infrastructure, or municipal assets outside the property boundary. Any required permissions, permits, or approvals relating to the public right-of-way or third-party infrastructure will be obtained by CNPI as required. You authorize work and equipment placement on your property only.

8) No Service Commitment

This consent does not obligate you to purchase services. It authorizes construction so that service may be made available to the premises.

9) Access Windows

Work will occur during reasonable hours. CNPI may access the property at any time in the event of an emergency involving safety, service continuity, or network integrity. CNPI will provide reasonable notice for non-emergency visits where practical.

10) Indemnity & Liability

CNPI is responsible for direct, provable physical damage caused by CNPI’s negligence. CNPI is not liable for indirect, consequential, incidental, or special damages, and is not liable for damage to unmarked or incorrectly marked private facilities. Nothing in these Terms limits liability for gross negligence or wilful misconduct.

11) Term; Revocation

This permission remains in effect through installation and while CNPI facilities serve the premises. You may revoke this permission on 30 days’ written notice, except where access is required to maintain, repair, or safely remove facilities. This permission is not an easement or other interest in land.

12) Assignment / Subcontractors

CNPI may assign this permission to its affiliates and may use authorized contractors or subcontractors to perform the work.

13) Privacy & Contact

Information is collected to plan locates, schedule, and perform installation and maintenance, and may be shared with contractors, utility owners, municipalities, and infrastructure partners for those purposes. A copy of your submission will be emailed to you.

14) Governing Law

Province of Ontario.

Fibre Network Access Agreement - Terms & Conditions

1) Grant of Licence
You grant Community Network Partners Inc., together with its affiliates, contractors, and utility partners (“CNPI”), a non-exclusive, revocable licence to enter the property with personnel, tools, and machinery to:
a) complete site assessment and submit statutory utility locate requests (as required);
b) install fibre-optic facilities from the road allowance/public right-of-way and/or utility pole to a demarcation point at the premises and install any required indoor/outdoor demarcation equipment;
c) test, operate, access, maintain, repair, replace, relocate, or remove CNPI facilities on reasonable notice; and
d) restore disturbed areas following construction.

2) Scope & Installation Methods (Underground and Aerial)
Underground: Work may include trenching and/or directional drilling/boring and may occur over multiple visits. Final route and method may change due to utility locates, field conditions, permitting, or safety. CNPI will follow industry best practices and use existing paths or conduit where feasible.
Aerial: Where available/appropriate, CNPI may install an aerial drop from a utility pole to the premises and attach approved hardware (anchors/brackets) to the exterior to support the drop and demarcation equipment. If a temporary surface drop is used before final placement/burial, it will be positioned to minimize disruption and replaced/relocated as soon as practicable.

3) Facilities Ownership
All fibre, conduit, drop cables, and demarcation equipment installed by or for CNPI remain the property of CNPI (or its partners) and do not become fixtures.

4) Restoration
CNPI will restore disturbed areas to a substantially similar condition (season/weather permitting). Temporary restoration may be completed first, with final restoration performed when conditions allow.

5) Vegetation & Pruning (Private Property)
You authorize CNPI to perform minimal trimming/pruning of private vegetation that interferes with safe placement of aerial or buried facilities on the property. Public right-of-way vegetation work follows applicable municipal/utility rules.

6) Utility Locates & Private Lines
CNPI will obtain statutory utility locates where required. You must identify and mark any private/unregistered lines or structures (e.g., sprinklers, private hydro to sheds, invisible fence, septic, private water/gas lines, drains, irrigation, etc.). CNPI is not responsible for damage to unmarked or incorrectly marked private facilities.

7) Poles & Third-Party Infrastructure
This licence does not grant rights on third-party poles/structures. Any required pole/strand permissions will be obtained by CNPI from the infrastructure owner. You authorize attachment to your premises only.

8) No Service Commitment
This consent does not obligate you to purchase services. It enables construction so service may be made available.

9) Access Windows
Work will occur during reasonable hours. CNPI may access the property at any time for emergencies involving safety, service continuity, or network integrity. CNPI will provide reasonable notice for non-emergency visits where practical.

10) Indemnity & Liability
CNPI is responsible for direct, provable physical damage caused by CNPI’s negligence. CNPI is not liable for indirect, consequential, or special damages, and is not liable for damage to unmarked/incorrectly marked private facilities. Nothing in these Terms limits liability for gross negligence or wilful misconduct.

11) Term; Revocation
This licence remains in effect through installation and while CNPI facilities serve the premises. You may revoke this licence on 30 days’ written notice, except where access is required to maintain, repair, or safely remove facilities. This licence is not an easement or other interest in land.

12) Assignment / Subcontractors
CNPI may assign this licence to its affiliates and use authorized contractors to perform the work.

13) Privacy & Contact
Information is collected to plan locates, schedule, and perform installation/maintenance and may be shared with contractors and utility/infrastructure owners for those purposes. A copy of your submission will be emailed to you.

14) Governing Law
 Province of Ontario.