February 6th - 2004

Handling complaints

Consumers may complain to the Privacy Commissioner if they are not satisfied with your response to their request for information or if they believe that your firm has not complied with the PIPEDA privacy principles.

Consumers may complain to the Privacy Commissioner if they are not satisfied with your response to their request for information or if they believe that your firm has not complied with the PIPEDA privacy principles.

According to the Privacy Commissioner’s web site at www.privcom.gc.ca, if the Privacy Commissioner feels there is enough evidence, she will initiate an investigation.  For more information on how complaints are handled by the Privacy Commissioner, visit www.privcom.gc.ca/information/guide_e.asp#017.

If you receive a complaint:

  • Record the date a complaint is received and the nature of the complaint
  • Acknowledge receipt of the complaint promptly
  • Contact the individual to clarify the complaint, if necessary
  • Give the investigator access to all relevant records, employees or others who handled the personal information or access request
  • Notify individuals of the outcome of investigations clearly and promptly
  • Correct any inaccurate personal informa­tion or modify privacy policies and procedures based on the outcome of complaints.

Stay organized

  • Keep personal information about individuals securely in one place to make retrieval easier. Or record where all such information can be found
  • Never disclose personal information unless you are sure of the identity of the requestor and that person’s right of access

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For more information contact

Ontario Real Estate Association

Jean-Adrien Delicano

Manager, Media Relations

JeanAdrienD@orea.com

416-445-9910 ext. 246

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