Federal (Canada) privacy & access decisions

The OPC investigated complaints from two Bank of Montreal (BMO) customers following a large-scale data breach. BMO's online banking software contained significant vulnerabilities, which allowed attackers to compromise approximately 113,154 customer accounts between June 2017 and January 2018. The compromised personal information included highly sensitive data such as Social Insurance Numbers, dates of birth, financial account numbers, and contact details. The OPC found that BMO failed to implement appropriate security safeguards commensurate with the sensitivity of the information, contravening PIPEDA Principle 4.7. Deficiencies were identified in developer security testing, vulnerability management, and oversight and monitoring. However, BMO implemented significant improvements to its security protocols, systems, and operations after the breach to address these shortcomings. Consequently, the OPC concluded the matter was well-founded and resolved.

• Whether BMO implemented appropriate security safeguards to adequately protect personal information under its control, as required by PIPEDA Principle 4.7
• Adequacy of BMO's developer security testing and evaluation processes
• Adequacy of BMO's vulnerability management program, including identification, assessment, and remediation of vulnerabilities
• Adequacy of BMO's oversight and monitoring capabilities, specifically regarding bot management, cyberattack detection, and real-time alerts
• Adequacy of BMO's organizational policies and procedures for handling cyberattacks and incident response

A customer complained that a computer services company's technician remotely accessed his laptop during a help desk call without his express consent. The OPC found that the company failed to demonstrate it obtained meaningful express consent for remote access, which could expose sensitive personal information. The OPC also found that the company did not have adequate safeguards to prevent unauthorized access by its technicians. During the investigation, the company ceased offering personal help desk services and using the remote access software. Consequently, the OPC found the complaint to be well-founded but resolved due to the company's corporate restructuring and cessation of the problematic practices.

• Whether the respondent obtained meaningful consent prior to remotely accessing laptops
• Whether the respondent had adequate safeguards to prevent unauthorized access to customers’ personal information by its personnel

A truck driver complained that his employer, Oculus Transport Ltd., collected audio recordings of all conversations in his truck cab, including when he was off-duty, which he considered an inappropriate collection of personal information. The OPC investigated whether the company's purposes for audio surveillance were appropriate under PIPEDA. While the OPC acknowledged the company's legitimate business needs for safety and incident investigation, it found the constant, 24/7 audio recording to be overly intrusive and disproportionate to the benefits. The OPC concluded that less privacy-invasive means were available. Oculus Transport Ltd. informed the OPC during the investigation that it had ceased using audio surveillance. Therefore, the complaint was found to be well-founded but resolved.

• Whether the collection and use of personal information via audio surveillance technology was for purposes that a reasonable person would consider appropriate in the circumstances under subsection 5(3) of PIPEDA
• Whether the personal information collected was sensitive
• Whether the organization's purpose represented a legitimate need / bona fide business interest
• Whether the collection, use and disclosure would be effective in meeting the organization’s need
• Whether there are less privacy invasive means of achieving the same ends at comparable cost and with comparable benefits
• Whether the loss of privacy is proportional to the benefits