Privacy FAQs

Frequently Asked Questions

How do you collect information about me?
We collect personal information from you directly when you open an account and/or apply for additional products or services. Some personal information we collect is required by law to ascertain your identity. With your consent, we also collect information from credit reporting agencies, references provided by you, your employer and others when you apply for credit and other products and services. Your consent can be expressed or implied.


Do I have to provide my social insurance number (SIN) or business number (BN)?

We are required by law to obtain your SIN or BN from you to report interest on your deposits and dividends on your shares and other investment income to the Canada Customs and Revenue Agency.

Also, when we deal with the credit bureau, using your SIN or BN is the best way to ensure the credit information is about you, not someone else with a similar name. However, use of your SIN or BN for this purpose is voluntary. You will not be denied credit or other service solely because you choose not to authorize us to use your SIN or BN for this purpose.


Can I decline to have my personal information collected, used or disclosed for certain purposes?

Yes, you can decline to have your personal information collected, used or disclosed for certain purposes. For example, you can opt out of the use of your personal information for marketing purposes, such as:

  • Receiving information about products and services or special promotions
  • Sharing your information with organizations for the purpose of providing you with information about products and services

To choose these options, please contact us and ask for an opt-out request form:

You can also decline to have your personal information collected, used or disclosed for other purposes. This may mean we will not be able to provide you with products and services.


What will happen if I opt out of marketing purposes?

If you opt out of receiving marketing information, you may no longer receive information about new products or special promotions, financial information, member newsletters or credit union activities and events. We will continue to send you account statements, including statement inserts, and information required by law such as notices of membership meetings.

Your request to opt out of receiving marketing information will not affect your eligibility for any products and services.


How do you protect my personal information?

We are required to treat all personal and financial information confidentially. We have many policies, practices and physical and electronic systems in place to safeguard personal information under our control and to prevent unauthorized access, collection, use, disclosure, copying, modification or disposal of your personal information.


What can I do to protect my personal information?

If you use our online banking, automated telephone banking or telephone call services, or you have a MEMBER CARD® debit card, you must select personal security codes and numbers (e.g. PAC, PIN). It is your personal responsibility to protect this information from misuse. You should safeguard your account and credit card statements, blank cheques and your personal codes and numbers at all times. You should not send confidential information to your credit union or anyone else using e-mail that is not encrypted.

You should review your account statements carefully and let us know immediately if your address changes or you find any errors in your information.


Can I view and verify my personal information?

We have always provided members and account holders with copies of account statements, cheques, transaction slips or other documents upon request, if we still have them. We may charge a fee for providing copies of documents. For more extensive information, you can complete an access to information request. You will be provided with an estimate of the fee for obtaining the information. For information and assistance, please contact our privacy officer. We'll respond within 30 days or, if we need an extension, we'll notify you of the new deadline and the reason for the extension. If you ask, we will help you contact other organizations to whom we have disclosed your information.

By law, we must not provide or may withhold some types of information. For example, we will not provide information that reveals the identity of another individual or that individual's personal information without that individual's consent, information that cannot be disclosed for legal or security reasons or information that is confidential commercial information.

If there are any errors in your information, we will correct the information wherever possible.

If you wish to verify your credit history, please contact the credit bureau directly. We will help you to contact the credit bureau.


How long do you keep my information?

We keep your personal information as long as it is needed to provide you with products and services you have applied for and to meet legal and business requirements, after which the information is destroyed or erased, or we remove your name from the information.

We may use personal information collected in the past when you apply for new products and services, in which case, we will confirm or update your information, and for marketing purposes, such as sending you information about products and services that may be of interest to you, unless you have opted out of receiving marketing information.

If you have any questions or concerns, please contact our privacy officer.

Our privacy officer will answer your questions about privacy and provide you, if you ask, with information about our policies and practices and how we respond to complaints.The privacy officer can also help you complete an access to information request, help you access or correct your personal information and try to resolve any concerns or complaints about privacy to the satisfaction of you and the credit union.