PIPEDA findings #2015-021: Telecom company responsible for erroneous debt collection calls
An individual complained that a telecommunications company continued to report a debt to a credit-reporting agency and that a collection agency was still contacting her, despite the debt being discharged in bankruptcy years prior. This inaccurate reporting was hindering her ability to rebuild her credit score. The telecommunications company investigated and found that an internal manual process error had caused the information to be overlooked. The company subsequently corrected its records, notified the credit-reporting agency of the updated information, and ensured that all collection activities against the complainant would cease. The complainant expressed satisfaction with the resolution.
- 1Whether the telecommunications company maintained sufficiently accurate personal information (Principle 4.6 PIPEDA)
- 2Whether the telecommunications company appropriately disclosed accurate personal information to a third party (Principle 4.6 PIPEDA)
- Accuracy of personal information: Inaccurate reporting corrected
- Cessation of collection activities: Collection activities ceased
- Complaint resolution: Complaint resolved to satisfaction
Complaint well-founded and resolved
The investigation found that the telecommunications company's internal manual process led to inaccurate personal information being maintained and disclosed. The company took corrective actions to update its records and stop collection activities, resolving the issue to the complainant's satisfaction.
The telecommunications company corrected its records, notified the credit-reporting agency, and ensured that debt collection calls ceased.
- Principle 4.6 PIPEDA
This summary is informational only and not legal advice
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