Your privacy choices
Subject to legal, business or contractual requirements, you can withdraw your consent to our collection, use or sharing of information at any time upon giving us reasonable notice. However, withdrawing your consent may limit or prevent us from providing you with, or being able to continue to provide you with, specific products and services. For example, if you choose not to provide us with your SIN, we will not be able to provide you with any product where the collection of SIN is required under tax law (e.g. a registered product like an RRSP — Registered Retirement Savings Plan).
In particular, during our relationship with you, we provide you with the following privacy choices:
SIN: Including your SIN in a credit bureau request is the best way to make sure the credit bureau information accurately refers to you. However, this use of your SIN is optional and if you choose not to give your permission, this by itself, will not prevent you from qualifying for products and services.
Marketing: Subject to applicable law, from time to time CIBC may offer you products and services of CIBC or of CIBC Foreign Affiliates, including special promotions, which may be of interest to you. Consent to receive marketing is optional and you can decide to withdraw it at any time. However, this will not limit the information provided to you through discussions with a CIBC representative or through general CIBC marketing or servicing channels (e.g. posters in banking centres and electronic messages on ATMs or our website), or information we send you that is related to your existing products or services or is permitted or required by law. We may also, from time to time, communicate with you to ask whether you wish to update your marketing preferences to help ensure that our records are up-to-date and reflect your current preferences.
Call recording: If you do not wish to have your telephone calls recorded, you have the option to conduct your business with us through a CIBC banking centre, office or location, through the use of our ATMs, through our Internet banking services or by writing to us.
In certain circumstances, your consent cannot be withdrawn. For example, you may not withdraw your consent where our collection, use or sharing is permitted or required by law, is required to ensure we have correct and up to date information about you (e.g. current address) or is necessary to manage our business including the sharing of information when we assign our rights to others for business transactions. In order to maintain the integrity of the credit reporting system, we may periodically update your information with credit bureaus as long as you have a credit product or service with us and for a reasonable period of time afterwards. Your consent to the exchange of information can’t be withdrawn during this time.
Keeping your information updated
We make every reasonable effort to keep the information in our records as accurate, complete and up to date as necessary — for the purposes for which it is used. However, we also rely on you to tell us when your information changes. Keeping your information accurate and up-to-date allows us to continue to offer you the highest quality service.
Accessing your information
You have the right to access personal information we hold about you. Much of your information is available to you through your account statements or bankbook updates, by visiting the banking centre or office where you regularly do business, by accessing your account online or through Telephone Banking. If you require other information, refer to the “How to contact us” section below.
Addressing any privacy concerns
The following process applies to CIBC banking clients. For other CIBC clients (e.g. clients of CIBC Private Investment Counsel and CIBC Wood Gundy), refer to the complaint process provided to you when you opened your account, contact the banking centre or office where your account is administered or speak to your CIBC representative.
Step 1: Talk to us
In most cases, a question, concern or complaint is resolved simply by talking to us about it. You should be able to get swift results by talking to a CIBC representative where you do business. You can speak with us in a banking centre or by calling Telephone Banking at 1-800-465-2422.
Step 2: Call the CIBC Client Care Centre
If your question, concern or complaint isn’t resolved to your satisfaction, you can contact the CIBC Client Care Centre:
Write to: CIBC Client Care
PO Box 15, Station A
Be sure to include your name and contact information where you prefer to be reached, the nature of your complaint, question or concern, details relevant to the matter and the names of any individuals whom you have already discussed the issue with.
Step 3: The CIBC Ombudsman
If your question, concern or complaint has still not been resolved to your satisfaction by Client Care, feel free to contact the CIBC Ombudsman:
Telephone: 1-800-308-6859 or 416-861-3313 in Toronto
Fax: 1-800-308-6861 or 416-980-3754 in Toronto
Write to: CIBC Ombudsman
P.O. Box 342
Step 4 – Escalate
If you are not satisfied with the decision of the CIBC Ombudsman, you can ask how your matter can be further escalated.
If the above steps fail to resolve your concern you may also contact the applicable privacy commissioner.