Privacy Notice

Last updated August 2026

Introduction.

At oxio, we are responsible for your personal information and are committed to protecting the privacy of individuals doing business with us. This Notice explains what information we collect, how we use, share, disclose and safeguard it and what your rights are around your personal information.

This Notice applies to visitors to our website, our customers and anyone who has access to an oxio account. Visitors to our website are also subject to the Website Terms of Use and customers are subject to the Services Terms and Conditions. oxio is a division and brand of Cogeco Connexion Inc.

This Notice may change from time to time and any updates will be posted here.

What is covered:

Collection & Use
Consent
Sharing & Disclosure
Safeguards
Retention, Rights, Questions & Complaints

1. Collection & Use of your information

How your information is collected.

Generally, you provide personal information directly to oxio, for example when you contact us, or enter information in our chat application. In some cases your information may be collected from a third party or automatically generated via technical means.

What information is collected.

Contact information such as name, billing address, phone number.
Payment information such as credit card number, date of expiry, security “CVV number”.
Service information like location and service address (if different from billing address).
Communications with oxio such as your chat history, or complaints.
Network, usage, technical & location information. This includes network performance, usage patterns, and upload/download speeds.
Device management data, such as MAC addresses, and how many devices are used on your account.
Referral data for customers who use referral codes.
Details of your use of the oxio website and app. We automatically collect your IP address, cookie IDs, browser and computer type, access times and details of the oxio web pages you access.
We also collect details of when you log into your oxio account using our Customer Portal.

Use of your information.

We collect your personal information for the following uses:

Account Management.

To set up your account and provide you with services
To validate, confirm, deliver and track your orders
To bill or collect payment from you

Interactions with oxio.

To authenticate you when you contact us
To provide customer service such as responding to your questions, to deliver and track your orders
To provide tailored responses, e.g. via our chat bot
To send surveys, run contests or conduct other promotional activity
To troubleshoot issues with your account or services
To provide referral bonuses
To personalize services

Marketing.

To market, advertise and promote our products and services to you

Business Operations.

To manage our business
To ensure the reliability and security of our systems and network
For training and quality assurance purposes
To ensure records are accurate
To fulfill legal, regulatory and contractual obligations

Security & Fraud Prevention.

To provide multi-factor authentication
To detect and prevent fraud across our website, other digital assets and across our business
To enforce our terms of service

Data Analytics.

To analyze customer interactions with oxio, through messaging, emails and on our website.
We run analytics on customer churn, product sales, engagement volumes and other metrics to track the performance of our business.

Information about how you use our app and websites.

We and third parties acting on our behalf collect information from our website and app to support our operations, like to ensure security and to authenticate you. We and these third parties may also use cookies and other tracking technologies for advertising and other non-essential purposes. For more information on how we manage cookies and tracking technologies visit our Cookies Notice.

2. Consent.

oxio generally relies on implied consent to use your personal information. For example, when you sign up to become a customer we use your information to deliver services. If you use our website it is implied that you agree to the terms of use of the site. In some cases, where your information may be more sensitive or where we require additional consent, we will explicitly ask you for permission. If we enter into a business relationship with you, it will be bound by contractual terms.

There are some instances where you can change your consent to the use of personal information, and others where you cannot. You can unsubscribe from our marketing emails at any time by following the link at the bottom of oxio emails. However, as long as you remain a customer we need to use your personal information to send account and service messages such as those related to billing, fraud, and service disruptions.

3. Sharing & Disclosure.

Your information may be shared within the Cogeco group of companies, and with third-party service providers on behalf of oxio. These providers are contractually required to protect your personal information and to use it only to provide services on behalf of oxio. Where there is a legal basis or compliance obligation, we will also share your information. Some third-party vendors, service delivery partners and hosting partners may be located outside of Canada. As a result your personal information may be stored or processed in other countries and subject to those countries' laws.

Circumstances when we share your information within the Cogeco group of companies.

To provide you with relevant offers and promotions

Circumstances when we share or disclose your information externally.

With third-party vendors, service delivery providers and hosting partners that provide the necessary hardware, software applications, and related technology that enable notifications, operations, networking, storage, and installation.
With analytics providers, to help understand how you interact with our website and app.
In response to a law, regulation, subpoenas, court orders, or legal process, or to establish, protect, or exercise our legal rights
To investigate, prevent, or take action regarding illegal activities, fraud, or situations involving potential threats to the safety of any persons
To our accountants, auditors, agents and lawyers in connection with the enforcement or protection of our legal rights.
To an individual who in the reasonable judgment of oxio is acting on your behalf, such as through a power of attorney.
We may disclose information on a de-identified or aggregated basis. Where we de-identify or aggregate personal information, we take reasonable steps to ensure that you cannot be re-identified.

4. Safeguards.

We use reasonable security measures with administrative, technical and physical controls to protect your personal information. For example we use industry standard encryption technology to secure personal information when it is being collected or transmitted over the internet and use firewalls, and intrusion detection software.

If we experience a breach of security safeguards that poses a real risk of significant harm, we will notify you and report the breach to the Office of the Privacy Commissioner of Canada.

5. Retention, Customer Rights, Questions & Complaints.

We have processes in place to support your rights to access, modify and delete your personal information. We retain your personal information for as long as it is needed for the purposes for which it was collected. If you are our customer, you can log in to your account at any time to update or correct your information.

If you need help accessing the information we have about you, want to withdraw your consent, or exercise your privacy rights, such as request the deletion of your data, or have any questions, or complaints about this Notice please contact the Privacy Office at privacy@cogeco.com.

We may take reasonable steps to verify your identity to protect your privacy.

We will respond to your request within a reasonable time. If you are not satisfied with our response, you may contact the:

Office of the Privacy Commissioner of Canada
30 Victoria Street
Gatineau, Québec
K1A 1H3

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