Policy And Procedures For Privacy Complaints

claws & hammers ("C&h")

POLICY AND PROCEDURES FOR PRIVACY COMPLAINTS

This document outlines the policies and procedures to be used by C&H for dealing with privacy complaints.

C&H will refer all complainants with complaints or disputes about the collection, use, disclosure and protection of their personal information or other privacy issues to the C&H Privacy Officer (contact information below).

A complainant may contact the Privacy Officer directly by email at:

The Privacy Officer will inform the complainant that all complaints should be in writing.  Written complaints should specify the nature and substance of the complaint, the relevant date and the names of any C&H personnel involved.  The complainant should also attach copies of any relevant documents.  The Privacy Officer may provide a complaint form to assist the complainant to submit a detailed complaint.

The Privacy Officer will verify the identity of the complainant (where appropriate) and inform the complainant that the Privacy Officer may access that complainant's information and discuss the complaint with other C&H personnel, as appropriate, in order to investigate and resolve the complaint.

The Privacy Officer may request further information and documents from the complainant and from other C&H personnel in order to investigate and resolve the complaint.

The Privacy Officer will acknowledge receipt of all written complaints (including date of receipt) and will respond promptly in writing to all complaints.  The Privacy Officer will attempt to resolve all complaints in a timely fashion to the mutual satisfaction of the complainant and C&H.

If the Privacy Officer is unable to resolve the complaint to the complainant's satisfaction, the Privacy Officer will inform the complainant in writing that the complainant may take the complaint to the British Columbia Privacy Commissioner, whose contact information is as follows:

Office of the Information and Privacy Commissioner for British Columbia
Attention:  Privacy Commissioner
PO Box 9038, Stn. Prov. Govt.
Victoria, BC  V8W 9A4

Phone:         (250) 387-5629
toll-free:       (1-800) 663-7867 (request transfer to (250) 387-5629)
Facsimile:     (250) 387-1696
Email:          info@oipc.bc.ca

The Privacy Officer will inform the complainant in writing about the outcome of the investigation and the resolution or non-resolution of the complaint.  If the Privacy Officer determines, either before or after an investigation, that the complaint is not well-founded, the Privacy Officer will inform the complainant in writing of this decision and the reasons for it.

Following the resolution of a complaint, the Privacy Officer will initiate any necessary remedial action such as recommending changes in C&H procedures and in staff training to prevent the circumstances which led to the complaint from occurring again.

The Privacy Officer will keep records of all privacy complaints, including the details of any investigation and the resolution reached.  The Privacy Officer will prepare reports for C&H management about the quantity, nature and resolution or non-resolution of complaints, and any actions taken to prevent further valid complaints.