Early resolved case summary #2015-07: Employee training a key factor in effectively satisfying customers’ requests about an organization’s personal information handling practices

An individual complained that a car dealership could not provide details about its personal information handling practices. The complainant was asked for her driver's license and credit card for a loaner car, and when she inquired about the collection and safeguards, the employee could not provide satisfactory answers. Her subsequent email to the dealership's privacy officer also went unanswered. The OPC conducted a site visit and reviewed the dealership's policies and practices, finding them satisfactory. However, the OPC emphasized the need for employees to be knowledgeable about these practices. The dealership agreed to conduct a review session for its employees. The complainant was satisfied with the outcome, and the matter was early resolved.