Have you lost your wireless device

Frequently Asked Questions

What is a wireless device
A BlackBerry, cellular phone, palm (treo), air card, etc. - any type of communication device that uses a wireless network to provide service.
I've lost my wireless device, or I think it's been stolen, what should I do?

Call 424-7777 (or toll free at 1-877-629-9777) immediately - Chief Information Office staff will be available to assist you 24 hours a day, 7 days a week. It's important that you contact us as soon as possible, so we can attempt to secure the device. Please keep in mind this service is only available for wireless devices that are government-owned (i.e. your Department/Agency paid for and owns the device).

You will also need to contact your Departmental Information Access and Privacy Administrator or Manager of Privacy.

I'm not sure if I've lost my device, what should I do?
Call 424-7777 (or toll free at 1-877-629-9777) immediately - it's better to be safe than sorry. We will attempt to "wipe" your device if it is a BlackBerry, and will temporarily suspend service with the Carrier (Aliant/Bell/Rogers) for other wireless devices. If you find your device, simply call us back during regular business hours and we can reinstate your service.
Why do I need to password protect my device?
Wireless devices provide access to confidential government data (email, confidential documents, client information, etc.). If your device falls into the wrong hands, so does this confidential information. Public confidence in government is at risk, when we are not doing everything we can to protect our citizens' confidential information. We, as civil servants, are legally obligated to take reasonable security arrangements with personal and confidential information. Department of Health and Health Promotion and Protection staff are required to have a password on their BlackBerry, pursuant to the Preventing and Managing an Information Breach Policy. Beginning on September 15th, the Chief Information Office will start to implement a mandatory password standard for all Government-owned BlackBerrys.
Read the Blackberry FAQ for more information.
My laptop has been stolen, what should I do?
Contact your Departmental IT Service Desk or Help Desk.
Someone has stolen my cellular phone, what if they call Japan?
You (your Department) will be responsible for any long distance charges that occurred prior to notification being sent to the carrier to suspend service. For this reason it is important to password protect your device, and not bring it with you unless you are on government business or are required to by your employer.
I've just found my wireless device, but I already reported it stolen - who do I call?
No problem - just call 424-7777 (or toll free at 1-877-629-9777) during regular business hours and we will reinstate your service.
I've reported my wireless device as lost or stolen, how do I get a new one?
To order a new (replacement device), you'll need to contact your Departmental Telecom representative or email us. If your device is a BlackBerry, and has not been successfully wiped, you will be required to have your Deputy (or designate) authorize the activation of your replacement device.
My BlackBerry isn't receiving new email (or isn't working properly), who do I call?
For all wireless device questions and support, please call 424-5076, toll free 1-800-363-8989, or email us during regular business hours.
What does "wiping" my BlackBerry do?
"Wiping" a BlackBerry will securely erase all data stored on the device - basically setting it back to factory default settings. Chief Information Office Staff send a set of commands wirelessly to the BlackBerry. Please note, that any data stored on a BlackBerry media card cannot be wiped remotely - but can be protected by a password. Chief Information Staff will contact you directly if your BlackBerry is successfully wiped.
Why didn't my BlackBerry get wiped successfully?

The wipe command will only work if the BlackBerry is turned on and connected to the wireless network. If the phone is turned off, the moment it is turned back on - the wipe command will engage. Thieves, whose intention is to resell the BlackBerry, will hold on to the device for several months, before turning them back on - in hopes the wipe command will be deactivated. We will be removing the BlackBerry's PIN from the RIM network, once a new device has been activated to prevent further fraudulent use of the device.

Not all countries have access to a wireless network with a data plan, for example Cuba and Mexico - if you lose or have your device stolen in these countries, we will be unable to wipe the device.

My wireless device was stolen, and I have just received the new (replacement device), now what do I do?
Call 424-5076, toll free 1-800-363-8989, or email us during regular business hours, and we will activate your new device. If the device is replacing a lost/stolen BlackBerry that has not been successfully wiped, we require approval from your Deputy (or designate) to proceed with the activation of your replacement device.
Why does my Deputy need to authorize the activation of my new BlackBerry, if I have lost or had my device stolen?
The activation of your replacement device will "kill" the wipe command sent to your lost/stolen Blackberry. This means the old device will never be able to be wiped (unless it is found/returned), and confidential data will be at risk.
Who is my Departmental Information Access and Privacy (IAP) Administrator or Manager of Privacy, why should I contact them, and how?

If you have lost your wireless device, or it has been stolen, you need to contact your IAP Administrator (previously known as FOIPOP Administrators) during regular business hours. IAP listing by Department.

If you are an employee of the Department of Health or Health Promotion and Protection, please contact your Manager of Privacy, Michelle MacDonald at 424-3573 or email her.

Your IAP Administrator or Manager of Privacy will help you determine if there was a breach of confidential or personal information and, if so, what steps the Department needs to take. They will also review the circumstances of the loss or theft and may recommend policy changes or make other suggestions to ensure similar incidents do not occur in the future. Under your Departmental Privacy Policy or Information Breach Policy, it is the role of the IAP Administrator or Manager of Privacy to review the circumstances of the incident.