Commissioner’s Findings - PIPEDA Report of Findings # 2012-010: Telecommunications firm adopts additional accountability measures to ensure a consistent approach in handling access requests
A complainant alleged that a telecommunications firm failed to provide her with access to her personal information, specifically notes and transcripts of recorded conversations relating to her account dispute. The investigation found that the firm failed to respond to the access request within the statutory time limits and deleted records that were the subject of the request, contravening PIPEDA. The firm accepted recommendations to amend its policies, procedures, and provide enhanced training to staff, leading to the resolution of the complaint.
- Timeliness of response to access requests
- Retention of personal information subject to an access request
- Adequacy of privacy policies and staff training
Complaint well-founded and resolved
The firm failed to respond to the access request within the legislated timeframes and destroyed records subject to the request. However, the firm committed to significant corrective actions, including revising its policies and enhancing staff training, to address the identified issues.
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The firm amended its policies and procedures to ensure timely responses to access requests, revised its record retention practices for audio recordings subject to access requests, and developed a training and communications plan for staff.
- Principle 4.1.4 (c) PIPEDA
- Principle 4.9 PIPEDA
- Principle 4.9.4 PIPEDA
- Subsection 8(3) PIPEDA
- Subsection 8(4) PIPEDA
- Subsection 8(5) PIPEDA
- Subsection 8(8) PIPEDA
This summary is for informational purposes only and does not constitute legal advice.