Management and protection of personal information policy

For more information about our new solution for protecting personal information or for personalized support, see our personal data protection measures and FAQ, which is updated regularly.

Respect for privacy and confidentiality is important to Canadians. In recent years, both federal and provincial governments have adopted legislative measures designed to protect personal information.

Since Desjardins Financial Security was founded in 1948, significant and effective measures have been put in place to protect the confidentiality of the personal information we handle.

In order to offer quality financial services, we require access to medical, financial and family information. We manage this information with the utmost discretion and in compliance with Canadian statutory and regulatory requirements.

We're committed to managing and protecting your personal information:

Personal information is any information about an identifiable individual or any facts which, on their own or combined with other data, can identify an individual. Personal information doesn't include the names and titles of an organization's employees or the addresses and telephone numbers of their workplace. It doesn't apply to information regarding companies or other legal entities.

The personal information we have about you is kept in a file so we can offer you our insurance, annuity, credit and related financial services.

With regard to our subsidiary, Desjardins Financial Security Investments Inc. (SFL Investments in the province of Quebec), the purpose of the file is to offer you a variety of financial services, including mutual funds and investment contracts.

We collect from you or, with your consent, from third parties, the personal information necessary to provide the services you require. If you decline to provide this information or to consent to its disclosure, we may be unable to offer our services.

We collect only the information necessary for the purpose of the file, in compliance with the law.

You're the first person we approach to obtain your personal information. Subject to certain exceptions provided by law, your consent is required to collect personal information about you from a third party. In such a case, we indicate the source of the information in the file.

Our applications and forms include an authorization section that enables us to collect, use and disclose (only under certain circumstances) your personal information. It's very important that you read this section carefully before signing it.

We always ask for your consent before we collect or disclose your medical information.

When we open a file on you, we inform you of:

  • The purpose of the file
  • How the personal information will be used
  • Who will have access to the personal information in the file
  • Where the file will be kept
  • Your right to access or correct personal information in the file
  • How to get in touch with the Privacy Officer

We process your claims in the strictest confidence. Any medical information we obtain is used only for the purpose of assessing these claims. Our claims forms include a section authorizing us to collect any additional information needed to assess these claims.

We apply the necessary and appropriate security measures to protect the confidential nature of the personal information in our possession. This means that only authorized individuals can access the personal information in the files and only when necessary in the course of their duties.

We have implemented various security measures, including:

  • All permanent and temporary employees must sign a confidentiality agreement
  • Rules concerning the protection of the confidentiality of personal information in the files have been added to our Code of ethics and professional conduct, and the violation of these rules can lead to disciplinary action, up to dismissal
  • Company representatives and providers of goods and services with access to personal information must sign a confidentiality agreement
  • Security systems have been installed in our business establishments to prevent unauthorized access
  • Appropriate safeguards have been installed in our computer systems

We do our best to ensure that the information in the file is up to date before it is used to make any decisions concerning you.

Unless you consent, or it is required by law, personal information in the files is never used for any purpose other than that for which it was intended.

Our client lists are only used or disclosed as permitted by law. We can use these lists to inform our clients of promotions or to offer a new product. If you would like your name to be removed from the list, contact our Privacy Officer at any time.

We won't disclose the personal information about you contained in the file to any third party, unless we receive written consent from you, or we are authorized by law to do so (for example, in the case of an inquiry by the officers of the court).

When personal information is sent outside of Desjardins Financial Security, it's done so as to ensure confidentiality, even if you are the one who will receive the information.

In the normal course of its operations, DFS sometimes works with non-Canadian service providers to perform certain specific activities. It is therefore possible that some of your personal information may be sent to another country and be subject to the laws of that country.

However, DFS ensures that it protects all the personal information it has in its possession, including information sent to service providers located both in Canada and elsewhere. In accordance with DFS's privacy policies and practices, these service providers must sign a written confidentiality agreement to protect personal information that is sent to them.

For more information about DFS's policies and practices regarding the disclosure of personal information outside Canada, contact the DFS Privacy Officer.

You can access the personal information relating to you contained in the file by sending a written request to the Privacy Officer. This right of access and correction covers:

  • The right to consult the personal information in the file free of charge
  • The right to obtain a copy of the personal information in the file for a reasonable fee
  • The right to have incomplete, inaccurate or ambiguous information corrected in the file

In the event of a disagreement with us concerning your rights as set out in this document, or any other situation concerning the protection of your personal information, you can file a complaint with the Privacy Officer.

The office of the Privacy Officer will look into the matter and inform you of the procedure to follow. Each complaint will be investigated. If the complaint is justified, we will correct the situation raised in the complaint.

The Privacy Officer:

  • Responds to requests for access and correction
  • Handles requests to remove names from contact lists
  • Responds to complaints concerning the management and protection of personal information
  • Manages inquiries regarding the disclosure of personal information to service providers located outside Canada

The Privacy Officer is also available to provide you with information or to answer questions about the management and protection of personal information:

Privacy Officer
Desjardins Financial Security
200, rue des Commandeurs
Lévis (Québec) G6V 6R2
Phone: 418-838-8934 (local) or 1-877-938-8934 (toll-free)
Fax: 418-833-5985 (local) or 1-877-833-5985 (toll-free)
Contact by email

We reserve the right to change this policy at any time.