When we collect it

We collect information from you when you provide your information through the use one of our digital channels such as our website, mobile applications, or when you interact with us using other digital channels such as social media platforms, online chat applications, on our Member Forum, or any other contact you may have with us in writing or verbally. When you sign up for service you are consenting to the collection of this information.  We may also collect information about you from third parties that have the right to disclose such information to us.

What we collect

We may collect the following personal information:

• Account/Contact Information such as your name, mailing address, phone number, account number, date of birth, email address, nickname, user ID, and password

• Demographic Information such as gender, nationality, household makeup, and previous phone provider if you choose to provide us with this information.

• Financial Information such as debit or credit card information to process your purchases.

• Location Information such as your phone’s physical location may be used to provide you with enhanced services, identify your location for 911 calls, or to help ensure the security of your account.

• Transactional Information about your purchases and use of our products and services.

• Phone Information such as model, manufacturer, software version, IMEI, and IP address.  This information allows us to identify and communicate with your phone, fix bugs, and guide our decisions about how we can improve your experience and make our applications more useful to you in the future.

• Biometric Data for the use of convenience login features such as Face ID, Touch ID, or Remember Me is stored in and controlled by your phone settings. Our apps may utilize these features to authenticate you, but we never have access to the biometric data.

• Website Use Information such as browsing behavior on our site and links, content you have downloaded, your IP address, as well as other data gathered from the use of web tools (for example, pixels, tags and cookies) to better understand your interests and needs so that we can serve you better. Our website uses Mouseflow, a third-party analytics tool, to track page content and click/touch, movement, scroll, and keystroke activity. You can opt out with Mouseflow here. This information is collected on an aggregated basis and no personal information is associated with these statistics. If you would like more information about our use of cookies and identifiers for your mobile devices, visit How Google uses data when you use our partners'

• Social Network Data such as aggregated statistics may be shared with Lüm Mobile by third party social media platforms when interacting with our brand through those platforms.

• Online chat sessions to or from our service representatives may be monitored and/or recorded. Your telephone number, email address, and chat discussions with our representatives (including automated chat assistants) are retained for our mutual protection, to enhance customer service, improve interactions with our representatives, and to confirm our discussions with you. 

• Other information such as any feedback you may provide to us, information shared in the Member Forum, or information on web forms that you may choose to fill in. Feedback or information you provide to us may be used to better understand our customers, website visitors, and mobile app users.

From time to time, we may obtain any of the above information from 3rd party companies and combine it with information we have about you.
 

Protecting the Privacy of Children

The privacy of children is important to us. We do not use our website or app to intentionally collect or use a child’s personal data. We encourage parents to review our Privacy Policy, Terms of Service, and other Legal Notices. We ask that children do not submit any personal information to us. Our services are intended for individuals who can form legally binding contracts. 

Services and devices to access our services may be purchased for family use and therefore used by children without our knowledge. When this happens, information collected may appear to us to be associated with the adult customer who subscribes to our services and will be treated as the adult’s information under this policy.  

Why we collect it

1. To establish and maintain a responsible relationship with you and to provide you with ongoing service.

2. To develop, enhance, market, or provide products and services to you.  These may not be products and services we sell, but instead, those we think you might be interested in, for example, devices or applications.

3. To manage your account and understand your needs and preferences.

4. To detect and prevent potential fraud or illegal or inappropriate use of our services.

5. To manage and develop our business, including personnel and employment matters. For example, we analyze the usage of our networks to plan for future growth. Your use of our services creates personal information, such as usage information. 

6. To meet legal and regulatory requirements.  For example, we may collect information to respond to a court order.

When we share it

Personal information is not sold or rented to any parties.  It will be shared within our organization, which includes SaskTel. We also share this information with the companies we select as our business partners and who supply services to us. However, we require them, by contract, to honor our privacy principles in the handling of personal information they obtain from us.

The information provided to our business partners is used only for that purpose and any disclosure outside of Lüm Mobile is made on a confidential basis. Should we sell a part of our business, merge, or amalgamate part or all of our business with another entity, we may need to disclose customer information as part of the transaction. This is a normal business practice in any such transaction. Any such disclosure would be subject to appropriate privacy and security safeguards.

In certain circumstances in which it is necessary to do so, or where permitted by law, we may disclose your personal information without your consent to the following parties:

1. you, or an agent who, in the reasonable judgement of Lüm Mobile, is seeking information on your behalf,

2. another telephone company and then only if the information is required for the efficient and cost effective delivery of telephone services, disclosure is made on a confidential basis, and the telephone company agrees to use the information only for that purpose,

3. a company involved in supplying the customer with telecommunications or directory-related services, only if the information is required by that company for that purpose, disclosure is made on a confidential basis, and that company agrees to use the information only for that purpose,

4. a party used by Lüm Mobile to evaluate the customer's creditworthiness or collect the customer's account, only if the information is required by that party for that purpose, disclosure is made on a confidential basis, and that party agrees to use the information only for that purpose,

5. a public authority or agent of a public authority, if in the reasonable judgement of Lüm Mobile it appears that there is imminent danger to life or property which could be avoided or minimized by disclosure of the information,

6. law enforcement or other government agencies if we are required to do so to meet legal and regulatory requirements; for exampe, if Lüm Mobile is required to provide records to law enforcement in response to a valid court order.