Settled Case summary: Windows reveal too much information - July and October 2004
The OPC received two separate complaints against two different banks concerning the improper disclosure of personal information through envelope windows. In the first case, a complainant received RRSP transfer documents where Social Insurance Numbers (SINs) were visible through the envelope window. The bank acknowledged the issue and implemented a new process to ensure SINs and account numbers are not visible. In the second case, a complainant received a dormant account notice where the word "Bankrupt" and a date were visible through the envelope window below his name. The bank modified its process for client profile notations to prevent such information from appearing in the address field. Both complaints were settled during the course of the investigations, with the banks taking satisfactory corrective actions.
- 1Whether Social Insurance Numbers visible through an envelope window constituted inadequate protection of personal information under PIPEDA
- 2Whether a bankruptcy notation visible through an envelope window constituted improper disclosure of personal information under PIPEDA
- 3Whether the banks' practices for handling and displaying personal information on mailings met PIPEDA's protection requirements
- Improper disclosure (Bank 1): Bank implemented corrective actions
- Improper disclosure (Bank 2): Bank implemented corrective actions
- Complaint resolution (Bank 1): Complaint settled
- Complaint resolution (Bank 2): Complaint settled
Complaints settled — corrective measures implemented by both banks
Both complaints were settled because the banks acknowledged the issues and implemented satisfactory corrective measures during the investigation, addressing the complainants' concerns.
The first bank instituted a new process to ensure SINs and account numbers are not visible through envelope windows. The second bank modified its process for making client profile notations to prevent bankruptcy information from appearing in the address field on mailings.
This summary is informational only and not legal advice.
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