Process for requesting access to personal information and handling complaints
Last update at : 2023-09-14
Complaints management process
In accordance with the requirements of Bill 25, Ciao has a complaint management procedure for the protection of personal information (PPI). Personal information ("PI"): Any information concerning a natural person that allows, directly or indirectly, that person to be identified. Security incident: Incident affecting the availability, integrity or confidentiality of an institution's information assets, including or not personal information.
When personal information is affected by the incident, it is a confidentiality incident:
- Unauthorized access, use or disclosure of personal information
- Loss of personal information
- Any other breach regarding personal information
Sensitive information: Information which, because of its medical, biometric or other intimate nature, or because of the context in which it is used or communicated, gives rise to a reasonable expectation of privacy.
1) A person wishing to file a privacy complaint may contact the Privacy Officer using the form at the bottom of this page.
2) The complaint is then evaluated by the Privacy Officer and a response is sent to you within 2 to 5 business days.
a. If the nature of the complaint is deemed justified, resources will be put in place within a reasonable timeframe.
b. If, on the other hand, the reason(s) for the complaint are deemed to be unjustified, the person in charge will communicate the reasons why the complaint has been rejected.
3) If the person is dissatisfied with the PPI manager's decision, he or she may contact the PPI manager again, or contact the Commission d'accès à l'information du Québec (CAI).
4) The complaint and the decision taken on it are kept in a special register for a period of 5 years.