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 a SIN is required under tax law, such as a registered product like an RRSP).
In particular, during our relationship with you, we provide you with the following privacy choices:
Social Insurance Number (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. If you have provided your consent for us to use your SIN for this purpose, you may choose to withdraw your consent at any time.
If you wish to withdraw your consent to use a SIN as an aid to identify you in credit bureau requests:
You may choose to withdraw your consent at any time by contacting the CIBC Banking Centre or office where your account is held or talking to your CIBC representative.
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. Your consent to receive marketing communications 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 communications, such as posters in CIBC BankingCentres and electronic messages on banking machines 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.
If you wish to update your marketing preferences:
Contact the CIBC Banking Centre or office where your account is held or talk to your CIBC representative or if you are a CIBC banking client, call us at 1-800-465-2422. For other CIBC clients, such as CIBC Private Investment Counsel and CIBC Wood Gundy, refer to one of the contacts in the section for “Addressing any privacy concerns” below. We will then update your file as quickly as possible. It may take some time for our records to reflect your choice. Also note that your choice may not be captured for a promotion already in progress. To manage your digital privacy choices, refer to our Digital Privacy Statement. You may also opt out of email communications by selecting the “unsubscribe” link included in each of our communications.
Call recording
Telephone calls with CIBC representatives may be recorded and monitored for coaching, training, quality and security (refer to “How we collect information” for further detail).
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 bank machines, 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, such as current address or is necessary to manage our business including the sharing of information when we assign our rights to others for business transactions.
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 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.
If you want to update or correct any personal information we hold about you
Contact the CIBC Banking Centre or office where your account is held or talk to your CIBC representative. If you are a CIBC banking client, call us at 1-800-465-2422 or sign on to CIBC Online Banking®, and where available, edit your information under Customer Services. If you tell us that we have information about you that is obsolete or incorrect, we will update our records as necessary. When appropriate, we’ll correct any information which we may have given to a third party.
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 paper or electronic account statements, by visiting the CIBC Banking Centre or office where you regularly do business, by accessing your account online or through Telephone Banking.
If you want access to additional personal information we may hold about you:
Contact the CIBC Banking Centre or office where your account is held or talk to your CIBC representative.
We will require you to put your request in writing (we can give you a form) and provide us with enough specific details to help us understand your request and conduct our search for your information. We will need you to verify your identity before searching for or providing you with access to your information. We will let you know in advance whether there will be a fee to provide access to your information. We may also ask you for additional information to confirm the scope of your request, such as the relevant time period or a specific description of the information you are seeking to access.
Once we receive your written request, verify your identity and understand the scope of your request, we will provide a written response to your access request in accordance with the time frame prescribed by applicable privacy law.
If you have a sensory disability, you may request your information in an alternative format. If we already have this format, we will provide it. Otherwise, we will convert the information into the requested format if it is reasonable and in accordance with applicable privacy law to enable access. There may be limits on your right to access your information. For example, if the information is subject to legal privilege, contains confidential commercial information, relates to an investigation of a breach of an agreement or law, or contains information of other individuals that cannot be separated).
If we have obtained information about you from others, you can ask us for the source of that information. On request and where legally permitted, we will provide you with the names of third parties to whom we have given or may have given your information. However, this will not include service providers we have used to do work for us. It will also not include reports to the Canada Revenue Agency or information that has been provided for legal and regulatory obligations.
If you request access to a credit report we obtained about you from a credit bureau, we will give you a copy if we still have it on file. We also will provide you with the name and address of the credit bureau we used, as they will have the most current information and can provide you with instructions on how to read the report. You have the right to access and correct the credit bureau report directly with the credit bureau.
Addressing any privacy concerns
If you have any questions, concerns or complaints about this policy or our privacy practices, let us know right away. If you choose to send us an email, don’t include sensitive information such as card or account numbers.
You may also request a printed copy of our privacy policy or more details about our privacy policy and practices, including with respect to service providers outside of Canada. Refer to our CIBC Privacy Principles, Digital Privacy Statement or Privacy FAQ.
The following steps apply to CIBC Banking Centre clients:
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.
CIBC Everyday Banking
1-888-872-2422 Opens your phone app.
Email us Opens your email app.
CIBC Credit Cards
1-800-465-4653 Opens your phone app.
Step 2: Contact 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:
Telephone: 1-800-465-2255Opens your phone app.
Fax: 1-877-861-7801
Email: Opens your email app.client.care@cibc.comOpens your email app.
Write to:
CIBC Client Care
PO Box 15, Station A
Toronto, Ontario
M5W 1A2
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: Contact 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: 1-800-308-6859Opens your phone app. or 416-861-3313Opens your phone app. in Toronto
Fax: 1-800-308-6861 or 416-980-3754 in Toronto
Email: Opens your email app.ombudsman@cibc.comOpens your email app.
Write to:
CIBC Ombudsman
P.O. Box 342
Commerce Court
Toronto, Ontario
M5L 1G2
For other CIBC clients, such as clients of CIBC Private Investment Counsel and CIBC Wood Gundy, refer to the escalation process provided to you when you opened your account, contact the CIBC office where your account is administered or speak to your CIBC representative.
CIBC Investor's Edge and Imperial Investor Service
1-800-567-3343 Opens your phone app.
Email us Opens your email app.
Private and Investment Counsel
Contact your Investment Advisor.
CIBC Wood Gundy
Contact your Investment Advisor or call Client Relations at
1-800-563-3193Opens your phone app..
For Simplii clients, if you require information about your privacy rights and how to exercise them, please contact Simplii Financial:
Telephone: 1-888-723-8881Opens your phone app.
TTY Service: 1-888-632-9022
Email: talktous@simplii.comOpens your email app.
Write to:
Simplii Financial
PO Box 603, Stn. Agincourt
Scarborough, Ontario
M1S 5K9
If the above steps do not resolve your concern, you may consider escalating the matter further.
Office of the Privacy Commissioner of Canada (OPC)
You may contact the OPC to help resolve a privacy concern you have:
Telephone: 1-800-282-1376Opens your phone app.
Website: priv.gc.caOpens in a new window.
Write to: 30 Victoria Street
Gatineau, Quebec
K1A 1H3
Depending on the nature of your concern, you may also contact Independent Consumer Support Agencies.