Customer Privacy Policy

A. Introduction

Located in Devonshire Parish, Link Bermuda has been delivering telecommunications services to customers across Bermuda for over 100 years. As outlined below, in order to provide our services, we must collect and use customers’ personal information, and occasionally share it with other organizations. At the same time, we recognize the importance of respecting and protecting our customers’ privacy. That is why we have developed this Customer Privacy Policy to explain our privacy practices, as well as your rights regarding the personal information we hold about you.

This Policy was designed to be fully compliant with Bermuda’s privacy legislation, the Personal Information Protection Act (PIPA) 2016. We will continue to stay current on the critical issue of privacy. In doing so, we may modify this Policy from time to time (It was last updated on December 20, 2024.).

This Policy does not apply to information regarding our corporate customers. However, such information is protected by other Link Bermuda policies and procedures, and through contractual arrangements.

B. We collect and use personal information to serve you better

Link Bermuda primarily collects and uses customers’ personal information for the purpose of providing services to our customers.

• Setting up your account and services – When you apply for services, we collect the information required to create an account and set up your services (e.g., your name, phone number, address, e‑mail address, and current local phone provider). To confirm your identity, we may also ask for identification or identifying information (e.g., your date of birth). For security purposes, we will also ask you to set up a PIN we can use to confirm your identity when you contact us in the future. We will also assign you an account number.

• Billing you for services – We collect information required to bill you for the services you use (e.g., a record of the long distance calls you placed) and process payments for those services (e.g., your banking or credit card information).

• Managing our relationship with you – If you contact us about your services, we maintain a record of that contact. We may also maintain a record of any investigation and resolution that resulted from that contact (e.g., for technical support inquiries).

• Managing and improving our services – We analyze how customers use our services (e.g., the areas our customers call most often, or the times of day calls are generally placed) so we can understand our customers’ needs and ensure we have the services and infrastructure required to meet them. We also monitor our networks to detect and prevent fraud and other improper usage (to protect both our customers and our business).

Occasionally, we may be required to collect and retain data to comply with legal or statutory obligations (e.g., court orders or tax reporting requirements), or to preserve our legal rights (e.g., in the case of a legal dispute).

C. Retention of information

Generally, we only retain customers’ personal information for as long as reasonably necessary to fulfil the purposes for which we collected it. In some cases, we may retain personal information for a longer period to comply with legal requirements (e.g., tax reporting requirements) or to protect our legal rights (e.g., pending resolution of a dispute).

Personal information collected by Link Bermuda may be stored and processed in Bermuda or another country. In either case, the information is protected with appropriate security safeguards but may be available to government agencies under applicable laws.

D. Parties with whom we share information

Link Bermuda never sells customers’ personal information.

While our general policy is not to share customers’ personal information with any party outside of Link Bermuda and our affiliates, there are circumstances when it is necessary to share customer information with companies who assist us in providing our services (e.g., other phone companies who assist us in completing long distance calls) and collecting payment for those services (e.g., the companies who maintain our billing system, print our bills, and process customers’ payments). When we share customer information with these parties, we provide only that information that is required in the circumstances. We also use contractual and other measures to ensure these third parties: (a) do not use the information for any purposes other than assisting us in serving you, and (b) protect the information with appropriate security measures.

Occasionally, we may also be required to share customer information to comply with legal requirements (e.g., pursuant to court orders). In these cases, we ensure we only provide the minimum amount of information necessary to satisfy our legal requirements.

E. Questions or concerns

We have appointed a Privacy Officer to oversee our compliance with PIPA. If you have any questions or concerns regarding this Policy or Link Bermuda’s privacy practices, please contact our Privacy Officer at: [email protected].

You can also contact the Privacy Officer to request:

• access to the personal information we hold about you;

• that we correct any inaccurate personal information we hold about you;

• that we cease collecting, using, or sharing your personal information for specific purposes; or

• that we erase or destroy your personal information.