Clico Credit Union

Privacy FAQs

Your Personal Information

  • Why do you need my personal information?
  • How do you obtain my personal information?
  • How do you protect my personal information?
  • Do you share my personal information with other organizations?
  • What information do you share with external organizations?

Your Security

  • How is your staff trained to deal with privacy issues?
  • How do I know the information you have on file about me is safe and secure?
  • How long do you keep my information on file?

Your Choices

  • Can I choose how you use my personal information?
  • What happens if I opt-out?
  • What are my responsibilities regarding my privacy?
  • How can I ensure the information you have about me is accurate?
  • Can I see my personal information?Still have questions?
Your Personal Information

Why do you need my personal information?

We hold personal information about you to help us meet your current and future financial services needs. The better we know you, the more able we are to provide the best products and services to meet your financial needs. This can include determining your eligibility for products, ensuring high service standards, meeting regulatory requirements, or verifying your identity.
How do you obtain my personal information?

We obtain personal information from you directly and from the product and service arrangements you have made with or through us. We also obtain information from credit reporting agencies, other financial institutions and from the references you authorize us to contact.
How do you protect my personal information?

Safekeeping your personal information is very important to us. We have several procedures in place to prevent unauthorized access, use, or manipulation of your personal information:

* all employees sign a confidentiality agreement
* our computer systems have electronic security measures such as passwords, passcodes and encryption.
* we limit physical access to confidential areas in our buildings
* we have contractual agreements with our business partners that ensure confidentiality

Do you share my personal information with other organizations?

Only in specific instances. For example, we share your personal information with the credit bureau and other financial institutions to maintain the integrity of the credit reporting system. We occasionally share information with legal or regulatory authorities when required by law. Also, we share personal information with our business partners, such as cheque printers, so they can provide you with products and services. Subject to applicable law or unless you advise us otherwise, we may share your personal information within our organization to introduce products and services that may be of interest to you.

* Under no circumstances do we ever sell your information.
What information does Vancity share with external organizations?

In order to provide you with the highest level of service, Vancity occasionally employs a third party who works on our behalf. When this occurs, we will provide the third party with least amount of information needed to perform the task we have asked them to complete. For example, companies that mail out promotional materials on our behalf will only be provided with your name and address only. When statistics are compiled for research purposes, all personally identifiable information will be removed and your information will remain anonymous. Vancity will never sell, rent, or lease your information to a third party and in every transaction; we will be responsible for the information you have provided to us.

Your Security

How is your staff trained to deal with privacy issues?

All of our staff members take part in privacy training when they join our organization. They are trained to deal with confidentiality requirements around sensitive financial information, and to follow the appropriate safeguarding procedures to protect this information. They have ample resources to deal with issues that arise on our company intranet, and each department has a privacy champion where staff can voice concerns. Although we have one central department that is ultimately accountable for our privacy policies, each staff member has the tools to protect your information.
How do I know the information you have on file about me is safe and secure?

Only those who need to know your personal information will have authorization to access it. We have a set of security policies in place to prevent unauthorized access to your information. For example, each staff member has a personal password that allows them to access the information they require. As well, our IT department has strict procedures in place to help protect your personal information. Some examples include internet firewalls, virus monitoring, and information encryption.
How long do you keep my information on file?

We retain your personal information only as long as it is needed to provide you with service and to meet legal requirements. We destroy the information when it is no longer needed.

Your Choices

Do you need my social insurance number (SIN)?

Yes. You become a Vancity member by buying an equity share, which may earn dividends. We are required by law to obtain your SIN to report the dividends you earn and interest you earn on accounts. Also, when we request your credit report, using your SIN ensures the information we receive refers to you and not to someone else. You may choose to limit the use of your SIN to income tax reporting purposes. Doing so will not prevent you from accessing credit or other services.
Can I choose how you use my personal information?

Yes. While we want to keep you informed about Vancity, you can choose to opt-out of receiving marketing communication from us*. To choose this option, please ask for our opt-out form at any branch or call TeleService at 604-877-7000. You can also use our online opt-out form.

* You will continue to receive statement inserts.
What happens if I opt-out?

If you choose to opt-out, you will no longer receive information from us. This includes special promotional offers, written financial advice, product and service information, newsletters or information on our community involvement. We will only send you what we are required to send you, such as account statements or election bulletins. Your opt-out request may require up to six weeks to take effect. This choice will not affect your eligibility for products or services.
What are my responsibilities regarding my privacy?

As a member, you are given access to certain systems to conduct transactions. This access requires a personal identification number (PIN) for ATMs and a personal access code (PAC) for online banking or the 24-Hour Service Line. These numbers are not visible to us. It is up to you to protect this information and prevent misuse. We advise you to safeguard the sensitive personal and banking information.

Remember, email is usually not encrypted or scrambled. We recommend you not send confidential information to anyone, including us, by unencrypted email.
How can I ensure the information you have about me is accurate?

At any time, you may contact us to ensure that our information about you is accurate and up to date. If you wish to make changes to the information we have, you may call or visit a Vancity branch, or write to us to request changes. As well, each time you sign a document at Vancity, you can verify that the information is correct, and request amendments if needed.
Can I see my personal information?

Yes. Our Privacy Code requires us to show you the personal information we hold. In certain situations though, it may be inappropriate to provide you with information that contains references to other persons or cannot be disclosed for legal, security or proprietary reasons. If you would like to update or access your information, please visit a Vancity branch or call TeleService at 604-877-7000 or toll-free at 1-888-Vancity (826-2489).