The TELUS Trust Model

TELUS has established the TELUS Trust Model to reflect our commitment to protecting the privacy of those who entrust their personal information to us. Leveraging our Customers First commitments, we build trust with our stakeholders by using data in a way that generates value, promotes respect and delivers security.

The TELUS Trust Model

Trust

Value

Respect

Security

We build trust with our stakeholders by using data in a way that generates value, promotes respect and delivers security.

Keep reading to learn more about each of the TELUS Trust model components.

Value

At TELUS, our definition of value when using data includes an identification of all stakeholders who will gain benefits from the use of the data. We recognize that using data may create risks for some stakeholders and benefits for others. We believe that the value and the risks should be defined in tandem. In order to assess the value and determine the risk, TELUS has established a data governance structure that supports executing on innovative ideas to create value while mitigating risks associated with the use of data. Here are some examples of how we generate value for our stakeholders:

For TELUS

New and improved revenue opportunities
Operational efficiency, effectiveness and reliability

For our customers

Best-in-class customer experience
Optimizing service reliability
Tailored experiences

For Social Good

Emergency response
Improved health outcomes
Accessibility and optimization of public services

Respect

As an organization, we are committed to the respectful use of data and consider the impact on our customers and affected stakeholders. TELUS will assess whether the use of data or decision-making with data reflects legal requirements, cultural and social norms about acceptable uses of data and will take steps to respect these norms. We believe in being transparent in our practices and strive to build products and services applying the principles of Privacy by Design. We have an established data risk assessment which considers whether the data uses could lead to unintended consequences that could or may harm individuals. When risks are surfaced we use our data governance structures to develop mitigation processes and remedies.

Security

In order to earn and maintain our customers’ trust, it is essential that we deliver our products and services with security top of mind. This means that TELUS establishes specific and clearly defined security controls that are effective and proportional to the risks and the value of the data that needs to be protected. Our team members are accountable for the protection of the data under their control and must take appropriate measures to prevent loss, damage, abuse or unauthorized access. TELUS ensures that each team member has sufficient training to allow them to properly protect the data under their control. Controls are periodically assessed to ensure that adequate measures are in place to protect data.

Our Guiding Principles

When we are making decisions about data, there are three key principles that we adhere to: accountability, ethical use and transparency, all of which support the TELUS Trust Model.

The first key principle is accountability. Accountability begins with an acknowledgment that data use can have a negative, as well as beneficial, impact on individuals and TELUS. At TELUS, we recognize that not everyone feels the same way on how their data is used. Some individuals are very comfortable offering up their data for a broad range of purposes while others may not want to have their data used, even for socially beneficial purposes.

TELUS has a defined data governance structure to bring to life accountability through the practice of data stewardship. We are responsible for the oversight of how data is used and how it should be managed and modified to best meet obligations and business needs. TELUS provides team members with the resources and training necessary to ensure a deep understanding of their roles and responsibilities related to data use.

The second key principle is ethical use. TELUS will not only meet its legal obligations related to the use of data but will assess whether its uses of data reflect ethical, cultural, and social norms related to the reasonable uses of information, particularly personal information. TELUS will respect the data under its care and control and of the individuals to whom the data relates. If our stakeholders could be unpleasantly surprised or possibly shocked about how TELUS is using their data, we will leverage our data governance structure to review the initiative and if the benefit to TELUS is outweighed by possible harms to individuals or society. TELUS will take into account the special vulnerability of particular groups like children, the elderly, and those socioeconomically disadvantaged, in placing responsible limits on its use of data analytics.

TELUS will be vigilant when it shares data with a third party, whether it is a partner, client or supplier. TELUS will uphold our brand promise to put our customers first. Our reputation relies upon our unwavering commitment to earn and maintain our stakeholders’ trust.

The third principle is transparency. TELUS will use data in a manner that is transparent to our stakeholders. We are committed to being clear on how and when data is used and what controls exist to govern and manage those data uses. We are committed to sharing information about our data programs and practices by providing updates on the telus.com/privacy. This is foundational to earning and maintaining our customers’ trust.

In addition, TELUS will develop internal data use and handling policies that ensure effective and transparent data management processes and controls are implemented. Documented and auditable policies and processes for responsible data analytics will be appropriately tailored to counter the risks raised by specific data uses. Team members are expected to fully understand the reasons behind the policies and are held accountable if they do not follow them.

Questions?

We look forward to answering any questions you may have on our Trust Model. Please write to us at the Data & Trust Office.

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Created on November 21, 2019.