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 was founded, 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 some of your personal information. We manage this information with the utmost discretion and in compliance with Canadian statutory and regulatory requirements.

Read the following to learn about Desjardins's commitment to managing and protecting 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 financial services and other related services.

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 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. We may also collect and use personal information to protect access to your accounts and confirm your identity. For example, when authenticating a remote transaction made with a Desjardins credit card, we may in some cases verify the type of device used and its IP address.

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, 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, Desjardins 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, Desjardins 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 Desjardins's privacy policies and practices, these service providers must sign a written confidentiality agreement to protect personal information that is sent to them.

You have a right to access the information that concerns you directly. You also have the right to ask us to rectify any personal information that is inaccurate or incomplete.

  • To get access to your personal information, you must make a written request to your caisse, your advisor or to the customer service of the Desjardins Group entity who you do business with.

    Make sure your application contains enough details to help us identify the requested documents containing your personal information.

    We may need to verify your identity and the status for which you are applying.

    We will notify you in advance if you are required to pay a fee to access your personal information, in which case, the fee will be limited to transcription, reproduction or transmission.

  • To rectify your personal information, please contact your caisse, your advisor or the customer service of the Desjardins Group entity who you do business with.

    Remember to update your information in the event of any change in circumstances.

If you have a question, concern or complaint about the protection of your personal information or our practices in this area, here’s the how-to:

Step 1: Contact us

In order to reply to your request or resolve your complaint as quickly as possible, please contact an advisor from your caisse or a call center agent from the Desjardins Group entity who you do business with.

You can also contact us by phone at 1-888 556-7217 (toll free).

If you are unsatisfied by the answer we gave you or by the way we have taken care of your request or complaint, follow Step 2.

Step 2: Contact the Office of the Chief Privacy Officer for the Desjardins Group

You may contact the Office of the Chief Privacy Officer for the Desjardins Group at:

Office of the Chief Privacy Officer
100, rue des Commandeurs
Lévis, Québec
G6V 7N5

Please include your name and contact information, the nature of your application or complaint, any relevant information, the Desjardins Group entity who you do business with and the name of the people you have already spoken with about this issue.

If you prefer, you can also contact the appropriate provincial or federal agency responsible for protecting your privacy.

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