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CIBC Privacy Policies
CIBC Canada Client Privacy Policy
Revised November 2021
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Your privacy is protected
Your privacy is important to us: Thank you for choosing CIBC to providing your financial services and we value the trust you place in us. At CIBC, protecting your privacy is important to us and part of our commitment to you. To help us meet this commitment, CIBC has appointed our Chief Privacy Officer to oversee our privacy practices and this policy.
Your privacy is important to you: We encourage you to read this privacy policy so that you can understand how we collect, use, share and protect your personal information and how you can manage your information in a way that best suits you. To help you understand our privacy policy, here are some important terms you should know
- “Personal information” or “information” means information about an identifiable individual, such as contact information, account numbers, demographic information for example including age, marital status, financial information, biometric information, photographs and signatures. This can also include information collected through your activities on CIBC Digital Channels, such as device model, browser type and IP address.
- “CIBC”, “we”, “our” or “us” means collectively Canadian Imperial Bank of Commerce and its Canadian affiliates that offer deposits, loans, mutual funds, securities trading, portfolio management, investment counseling, mortgages, credit cards, trust services, insurance and other products or financial products and services, including Simplii Financial.
- “CIBC Digital Channels” means our websites, mobile apps, social media accounts, virtual assistant, chatbot and other digital channels.
- “CIBC Foreign Affiliates” means CIBC’s businesses, affiliates, subsidiaries and branches of CIBC located outside of Canada, such as CIBC Bank USA.
- “Program partners” means companies we have carefully selected to provide benefits, products or services under, or to participate in, a CIBC partner program.
- “CIBC partner program” means a program under which CIBC clients are entitled to receive specified benefits, products or services that are provided by, or in participation with, our program partners, such as, affinity reward or loyalty programs, travel or credit insurance, purchase or credit protection programs and retailer offers or coupons.
- “Permitted or required by law” or “legal and regulatory obligations” means actions that we are permitted or required to take under applicable laws or regulations, or applicable rules, codes, guidelines, expectations or requests of any applicable regulator or self-regulatory organization, or under any codes, programs or principles publicly adopted by CIBC.
This policy, the privacy terms of your agreements with us, and our privacy notices provide an overall description of CIBC’s privacy practices. This policy applies to the collection, use and sharing of any personal information collected by CIBC while conducting our business in Canada. Please note this policy does not apply to information that is not considered personal information including information about a business or company is generally not considered personal information. Within this policy, we explain how we collect, use, share and protect personal information collected by CIBC, including through CIBC Digital Channels and we provide information about the rights and choices you have regarding your personal information.
This policy will continue to apply for as long as CIBC holds your information, including after the termination of any of your product or service agreements with us. By providing us with information, you are consenting to the collection, use and sharing of your information as set out in this privacy policy.
We will update this privacy policy and our other privacy-related documents at any time at our sole discretion. Any changes we make to this privacy policy will be effective when we post the revised policy on our websites. By continuing to interact with us after the modified version of the policy has been posted, you are accepting the changes to the policy. It is your responsibility to ensure that you read, understand and accept the latest version of the policy. The date at the top of this policy indicates when it was last revised.
The type of personal information we collect depends on various factors, such as the type of products or services you request or use, and any applicable legal and regulatory obligations. This information includes:
- Contact information that allows us to communicate with you, such as name, address, telephone number, email or other electronic address, social media account name and fax number.
- Identity information that allows us to establish and verify your identity, including government-issued identification and utility bills, analysis of interactions with our online services, date of birth and occupation.
- Biometric information refers to the measurement of physical and behavioural characteristics, such as facial features and voice patterns, that enable machines to verify identities. This may be a digitized profile of your voice known as a voiceprint that allows us to verify your identity when you call us.
- Tax Identification Number, such as a Social Insurance Number or SIN to comply with legal or regulatory requirements, such as the Income Tax Act (Canada), which requires us to collect your SIN when opening a product that earns income. We may also ask for your SIN to help us verify your identity and ensure we obtain accurate information from credit bureaus. Providing your SIN for verification purposes is optional, refer also to “Your privacy choices”.
- Financial information that allows us to determine eligibility for, or appropriateness of products or services, such as employment and financial history, income, net worth, credit reports, investment knowledge and objectives and details of security provided for loans.
- Transactional information about how you use different products or services such as purchase and payment history.
- Health and lifestyle information about your health, family health history, activities, behaviour and choices that helps us assess your eligibility for life and health insurance products, calculate appropriate premium rates, administer the insurance and adjudicate claims. Health and lifestyle information may include travel plans, hazardous sports and leisure activities. Due to the sensitive nature of this type of information, health and lifestyle information collected for this purpose will not be shared for marketing or loan assessment purposes.
- Another individual’s information we request, or that you provide, about an individual other than yourself. For example, this could be information about beneficiaries or insured spouses, common-law partners, or dependents under an insurance product or a registered plan; an authorized user of your account; and contact information of someone you believe may be interested in a CIBC product or service. If you provide us with information about another individual, we will assume you have the authority to provide this information and have obtained their consent to its collection, use and sharing for the purposes set out in this privacy policy.
- Other information we collect that helps us to understand our relationship with you by learning more about you, including how you like to do business with us, and what types of products, services or offers you may like. This can include language and communication preferences, location, demographics and interests.
- Information you provide to us by various means, for instance if you fill out forms or communicate with us by telephone, email or through CIBC Digital Channels.
- Information collected through your interactions with CIBC Digital Channels. For example, we may collect:
- Profile information, such as your IDs, passwords, service preference including language.
- Web browser information, such as the type of web browser you use which includes Microsoft Edge, Chrome, Safari, and Firefox or the address of the site you came from if you clicked on a CIBC ad.
- Device information, such as device details including device ID, model, operating system or device notification status, privacy settings and other device configurations or settings, location information, or your IP address which is a number that is automatically assigned to your computer or device when you browse the Internet and from which the general geographical location of the device can be derived.
- Location information, such as broad location information derived from your IP address and geolocation information from your browser or mobile device if you have enabled it to share this data.
- Other web technology derived information via tools, such as cookies and web beacons. This may include information such as a unique identifier and your response rate.
We may collect information from you directly, from third parties or automatically through your interactions with CIBC Digital Channels.
We may collect personal information directly from you, including in the following circumstances:
- When you communicate with us
- When you apply for a product or service with us
- When you subscribe to our communications, including newsletters
- When you fill out CIBC forms including on CIBC Digital Channels
- When you complete a research survey on CIBC’s behalf
- When you post content on our social media websites, such as photographs or comments
We also collect your personal information from your use of our products and services.
We may collect personal information from third parties or public sources. We do so with your consent or as permitted or required by law. For instance, we may collect personal information from the following categories of third parties or public sources:
- Credit bureaus. Refer also to the “Credit bureaus” section
- Government institutions or regulatory authorities
- Insurance information bureaus in order to assess insurance risk
- Program partners, who may provide us with information in relation to a program in which you participate
- Public sources such as telephone directories, newspapers, Internet sites, commercially available marketing lists, or government agencies and registries like land or property registries or driver’s license offices, or public records as defined by applicable laws
- Other financial institutions including fraud management purposes
- Third party identity verification and authentication service providers
- References you have provided
Through automated means,we may also collect information by monitoring or recording your interactions with CIBC through telephone calls, and video conferencing including those of Foreign Affiliates and CIBC Digital Channels to:
- Enhance and maintain client service quality, including to determine your eligibility for offers and promotions
- Protect you and CIBC
- Confirm our discussions with you
- Conduct quality assurance and coaching (e.g., a manager and agent may listen to a call together to identify improvement opportunities)
- Prevent or detect fraud by analyzing interactions with our online services to help authenticate you
We use surveillance, including video recording, in and around our CIBC Banking Centres, bank machines and other locations to:
- Maintain the safety of our clients, employees and others
- Protect against illegal activity, such as theft, vandalism and fraud
- Enhance and maintain client service quality
When we make reference to sharing information within CIBC, we mean sharing among CIBC, including its Canadian affiliates and CIBC Foreign Affiliates.
We use and share personal information to:
Provide you with products or services
- Establish and authenticate your identity and determine your eligibility for products and services
- Help to ensure that the advice, products and services offered to or purchased by you are appropriate for you
- Set up and manage your products and services
Communicate with you
- Send communications to you by postal mail, email, text message, telephone, automated dialing-announcing device at the numbers you have provided us, fax, other telecommunication channels, social media or other methods. These communications include marketing or service communications about benefits, features or other details about products or services. You may always choose to no longer receive marketing communications from us, refer also to “Your privacy choices”.
Provide you with value
- Personalize your experience with us through data analytics, including by reviewing and analyzing your applications, transactions, and other information to:
- Understand who you are, your financial needs and activities, and the products, services, promotions, offers and advice that may be of interest to you
- Predict or generate insights about your banking needs and preferences by creating reports containing statistics and data insights, as well as analysis and predictive models based on information about you
- Determine your eligibility for incentives, such as bonus interest, fee waivers and discounts to try new products and services or encourage continued use of your existing products and services
- Target or personalize products, services, promotions, offers and advice based on information that we have collected, including information we have collected through your digital activities on CIBC Digital Channels
- If you access one of these marketing ads, we may also track the specific CIBC ad that you selected, the site activity associated with each marketing ad, and the response rate to help us plan future online marketing campaigns. If you enter a third-party site which has a CIBC ad, we may use cookies to help us identify the site you accessed, but we do not track and create a profile of a user’s behaviour on that site. Please refer to “Your privacy choices” for information on how to manage your marketing preferences.
- Use de-identified transactional data to help personalize ads and offers on third party websites or CIBC Digital Channels.
- Promote and market products and services offered by CIBC and CIBC Foreign Affiliates, our program partners or other third parties we have carefully selected
- This includes marketing CIBC products, services or community initiatives on another company’s site including remarketing, using web technologies. CIBC’s partners and service providers may also use web technologies to collect and use information from CIBC sites and other third-party sites to assist us in this marketing. In some cases, the content of this marketing may be based on information we know about you, such as your browsing behaviour on CIBC sites and third-party sites where you are shown CIBC ads, your CIBC products and services, and the information you have provided to us. Please refer to “Your privacy choices” for information on how to manage your marketing preferences.
- Better manage and improve your overall relationship with CIBC, including monitoring, reviewing, analyzing or improving client services and business processes to make it easier to do business with us.
Manage our business
- Perform our everyday business and operations including recordkeeping or internal reporting
- Understand and better manage CIBC’s business and the development of our products and services through market research or analysis of data we hold about you refer also to “De-identification and Analytics”
- Administer referral arrangements
- Use third parties to perform services on our behalf, refer also to “How do we protect your information?”
- Insure, reinsure or otherwise protect CIBC’s interests in its own product and services portfolio, such as obtaining insurance for CIBC’s mortgage loan portfolio or reinsurance to manage CIBC’s insurance risk
- Manage CIBC’s credit, business and other risks so that CIBC operates as an effective, efficient and financially prudent financial institution
- Meet tax, legal and regulatory obligations
- Protect you and us from error and criminal activity, including the prevention, detection and investigation of fraud, money laundering, cyber threats and other such risks and threats. Refer also to “To protect us or where permitted by law”.
Some of the specific ways we collect, use and share your information within CIBC or with CIBC Foreign Affiliates and other third parties include:
To protect you
Where you might be a victim of fraud, financial abuse or other illegal activity, or where we have reasonable grounds to believe your interests can best be served by taking action, we may share information with the appropriate legal or governmental authorities, your next of kin or any other appropriate person. For example, notification of our concerns regarding potential financial abuse may be provided to a public guardian or trustee’s office. In these circumstances, we will only share information we believe is reasonably necessary to protect your interests.
We employ technologies to help prevent you from becoming a victim of fraud. For example, we offer an optional voiceprint-based authentication system for even greater security. These voiceprints cannot be used to reconstruct your voice. We may also use personal information including biometric information to authenticate you or your device.
We use session cookies to protect your security on CIBC Digital Channels. These cookies ensure that your session is secure while you are signed on. Refer also to “Cookies and similar technologies”.
To protect us or where permitted by law
We collect, use and share information to protect our rights or interests, including the prevention, detection and investigation of fraud, money laundering, cyber threats and other risks and threats. For example:
- We may need to use and share your personal information where we are involved in judicial, administrative or regulatory proceedings, or other similar processes including enforcing our rights or collecting on a debt
- We may share your personal information to comply with legal and regulatory obligations, including any subpoena, warrant, judicial or administrative orders, or valid demands or requests from governments, regulators, courts and law enforcement authorities in Canada or other jurisdictions or countries
- We may share information with other organizations to investigate a breach of an agreement or law, or to detect, suppress or prevent fraud
- We will review and analyze your applications, transactions and other information to help us identify various types of threats and risks such as credit, fraud and money laundering. For these purposes, your information may be pooled with data belonging to other individuals and subject to data analytics
We may also collect, use and share information without consent where permitted by law.
Program partners
We share information with our program partners to help determine your eligibility for a CIBC partner program. If you participate in a CIBC partner program, CIBC and the program partner will share information in order to administer, develop, manage and promote the CIBC partner program, including accrual of points or rewards, reporting on and analyzing the program’s performance, developing new benefits, products and services and conducting market research. If you withdraw your consent to this sharing, we may not be able to provide you with the product or service where the sharing is necessary to receive the benefits and features of the CIBC partner program. CIBC and our program partners may provide you with a particular privacy notice governing the collection, use and sharing of your personal information in relation to a program.
Joint accounts, representatives and beneficiaries
Where you hold a product or service jointly with another person, like joint accounts, or where someone is authorized to use or access your product or service such as a credit card, or where liability is shared with others such as someone providing a guarantee or indemnity for your obligations, we may share your information with them (or their representative, which includes their estate representative) in connection with the product or service. Where someone is acting as a representative or we reasonably believe is acting with proper authorization, such as a legal guardian, person having power of attorney, estate representative, lawyer, accountant and, for minor children, parent or guardian, we may share information with and take instructions from them including sharing information as instructed by either representative where representatives are jointly appointed. Following death, we may also share your information with your beneficiaries or estate representatives where reasonably necessary to help in the administration of your registered plans or insurance products or your estate’s financial affairs. If you are the surviving joint account holder, we may also share information about your account created or collected before a deceased joint account holder’s death with the representative of the deceased joint account holder.
Insurance
Where we administer or sell insurance, we collect information on behalf of and share information with the insurance underwriter as their service provider to help sell and administer the insurance, pay claims and resolve complaints. Where we are the insurance underwriter, we share information with people or organizations, such as health care practitioners, medically related facilities, and insurance information bureaus, necessary to provide you with insurance products and services. Where we have entered into an agreement with a reinsurer to manage our risk, we share information with the reinsurer. We require the reinsurer to keep this information confidential and limit its use to the purpose of reinsurance.
Business transactions
If we enter into a business transaction involving personal information or are considering one, such as selling or securitizing assets, we may share information with the other parties to the transaction. For example, we may do so as part of due diligence or on completion of the transaction. We require that the other parties keep this information confidential and limit its use to the purposes of the transaction. Where we enter into a business transaction involving the purchase of information by us, this policy will apply to our collection, use and sharing of the purchased information (which may include information we continue to hold beyond the end of your relationship with us). If we sell assets, the purchaser may be permitted or required by law to retain certain information for a period of time. We may also share your information with the beneficial owner of a product or service we provide to you.
Within CIBC and with CIBC Foreign Affiliates
We may use and share information within CIBC and with CIBC Foreign Affiliates, to manage your total relationship with us and with CIBC Foreign Affiliates, including opening and servicing your account(s) and maintaining information about you, to make doing business with us and with CIBC Foreign Affiliates easier, such as pre-populating applications, to manage and assess risks and operations including to collect a debt owed by you, to prevent and detect fraud or other unauthorized activity, to offer or promote products and services, to perform analytics, to facilitate internal operational, administrative and support services within our organization and to comply with legal or regulatory obligations. As such, your personal information will be transferred outside of Canada and information shared with CIBC Foreign Affiliates will be subject to the privacy policies of those affiliates and to the laws of those countries.
Credit bureaus
Where you hold a credit product such as credit card, loan, line of credit or mortgage with CIBC or a deposit account with overdraft protection or hold or withdrawal limits, we will exchange information about you with credit bureaus on an ongoing basis for as long as you hold the product and for a reasonable time afterwards. This may include information about your current and past credit accounts such as type, amount, payment history, collections actions, legal proceedings, or other information that the credit bureau has collected from your other lenders. We may collect, use and share this information to verify your creditworthiness, assess and manage our credit risks, establish credit and hold limits, qualify you for other products and services, and detect and prevent fraud. We may also periodically update your information with credit bureaus to help maintain the integrity of the credit reporting system. If you apply for a product or service online or over the phone, we may also validate your information with a credit bureau to verify your identity and protect against fraud.
De-identification and analytics
We may de-identify or anonymize your information by removing identifiable information such as your name, address, date of birth and account numbers. This information may be aggregated with other information and used for internal business purposes such as analytics and reporting, developing and improving our products and services, understanding and predicting client needs and preferences, preventing and detecting fraud, identifying trends like purchasing patterns, fraud trends, or enhancing our marketing. Refer also to “Provide you with value”.
Information shared with CIBC Foreign Affiliates will be subject to the privacy policies of those affiliates and the laws of those countries.
Cookies and similar technologies
A cookie is a file with a unique identifier stored by a web browser. Cookies can be used to record your internet browsing activity and be used to personalize your online experience when you search for information. We use cookies and similar technologies as detailed below. Please refer to “Your privacy choices” for information on how to manage your preferences on our use of these technologies.
Persistent cookies
We use persistent cookies to measure site and mobile app usage, including browsing behaviour, to improve functionality, and evaluate effectiveness of our sites, communications and promotional offers. For example, we may measure and track CIBC web and mobile pages viewed or how you came to our sites which includes the CIBC online marketing ad you selected, the address of the site that you came from when you selected the CIBC ad, the sites you are accessing that have CIBC ads, or keywords you searched to find our site.
Persistent cookies are also used to save your CIBC digital banking personal preferences. You must allow persistent cookies if you want your browser to remember your preferences such as card number, language or default home page each time you sign on.
Session cookies
We use flash or multimedia technology (e.g., video). Software applications may create cookies to store configuration information on your computer so that you may view videos or other rich media on CIBC sites. Certain CIBC online tools (e.g., mortgage calculators) use cookies to retain information input by you (e.g., mortgage amount and interest rate) so that you do not need to re-enter this information the next time you use the tool.
Location information
We use location information derived from your IP address from your browser or mobile device and geolocation information (e.g., GPS location) from your browser or mobile device if you have enabled it to share this data. We may also use location information to personalize your user experience, including through site or mobile app content, marketing, or offers for products and services.
Other information
Some services may involve access to information on your device. For example, accessing your contact list can make it easier to use Interac e-Transfer® banking services, or accessing your photos and camera can make it easier to complete a remote cheque deposit on your mobile device. Some services may allow your device and your wearable to communicate with a CIBC app, such as for Apple Watch™.
At CIBC, we take the protection of your personal information seriously. We make reasonable efforts to prevent unauthorized use, sharing, loss and theft of information. We regularly audit our security measures and assess that they remain effective and appropriate. Our employees who have access to your information are aware of the importance of keeping it confidential.
Information may be shared with or accessed by our service providers so that they can perform services on our behalf. We are careful when selecting our service providers and require them to have privacy and security standards that meet CIBC’s requirements. We use contracts and other measures with our service providers to maintain the security of your information and to prevent it from being used for any other purpose other than that for which it was intended.
Protecting the security of your personal information and the financial transactions you conduct online is of utmost importance. We use multiple layers of protection when you access any of our digital products or services, such as digital banking, including:
- Web browser encryption: all browsers supported by CIBC digital services offer industry standard encryption. This provides a high level of protection for transmitting confidential data over the Internet.
- Monitoring: we monitor activity on CIBC digital services to enhance security and to protect your personal information.
CIBC sites may contain links to non-CIBC sites. CIBC is not responsible for the information and privacy practices of these third-party sites. We recommend that you read any such third-party site’s privacy policy to learn about its information and privacy practices before you provide any personal information.
The length of time we keep your information will vary depending on the product or service and the type of information we have. We keep your information for as long as we reasonably need it for customer service, legal or reasonable business purposes. For these reasons, we keep your information beyond the end of your relationship with us. When your information is no longer required, we securely destroy it or make it anonymous. Depending on the nature of the information, your information may be stored in the CIBC Banking Centre or office where you regularly do business, in computer systems or in the record storage facilities of CIBC or our service providers.
Information may be stored and processed in any country where we have affiliates or service providers. By using our products or services, you consent to the transfer of information to countries outside of Canada, including the United States, which may provide different data protection rules. CIBC, service providers and other third parties, including CIBC Foreign Affiliates, with whom we share information under this policy, may perform activities outside of Canada. As a result, your information may be securely used, stored or accessed in other countries and be subject to the laws of those countries. For example, information may be shared in response to valid demands or requests from government authorities, courts and law enforcement officials in those countries.
Subject to legal, business, or contract requirements, you can withdraw your consent to our collection, use and sharing of information at any time by 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. 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. We only use your SIN as part of credit bureau requests when qualifying you for products and services and do not use your SIN on an ongoing basis as described in the previous credit bureau section.
Marketing
Subject to applicable law, 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 Banking Centres 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 Opens your phone app.. 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. You may also opt out of email communications by selecting the “unsubscribe” link included in each of our commercial electronic communications.
Interest-based advertising
Interest-based advertising uses information collected from your browsing behaviour to help predict your preferences and provide you with CIBC-related advertisements that will be more relevant to you on our mobile apps, our website and third-party websites.
If you wish to update your interest based-advertising preferences:
If you opt out of interest-based advertising, you may still get CIBC online advertising, but it won’t be tailored to your preferences. The following are ways in which you can manage your preferences for interest-based advertising:
- AdChoices
- We are a member of the Digital Advertising Alliance of Canada’s (DAAC) AdChoices program. AdChoices is a self-regulated program for companies participating in online interest-based advertising. The program aims to give Canadians more information and choices about the advertising they get. To learn more about this program, visit the AdChoices in Canada page Opens in a new window.
- To opt out of interest-based advertising from some or all AdChoices program participants, use the AdChoices’ opt-out tool for browser data on their tools page Opens in a new window.. This page will scan all of the advertising cookies held on your browser, and a check box will appear under the opt-out column beside companies that are using cookies while you browse sites. To manage your preferences and opt out, check the boxes and select submit. AdChoices’ Mobile AppChoices tool for app data also lets you opt out of cross-app data collection for the purposes of interest-based advertisements.
- Adobe
- We also work with the Adobe Marketing Cloud to provide interest-based advertisements. To opt out from receiving these types of advertisements and from Adobe Analytics, set your preferences directly through Adobe Opens in a new window.. You can opt out of interest-based advertising, under the “Adobe interest-based ads” section, and you can opt out from ad tracking through the “Adobe websites” section.
- Google Advertising
- To opt out of interest-based Google advertisements, set your preferences using Google’s Ad Settings Opens in a new window.. You can also opt out of Google Analytics with Google’s opt-out browser add-on Opens in a new window..
Device information
If you wish to manage the data you share with us on your device
The ability to access certain personal information is managed through your device settings. For example, you may allow your device to share your camera, contacts and photos. However, some services may not operate effectively without this access. Your device support will have instructions for how to manage these permissions.
If you wish to manage notifications and alerts on your device
If you have installed our mobile app and wish to stop receiving push notifications, set your preferences within the mobile app. You may also manage push notifications at the device level.
Login information
If you wish to manage your login IDs and passwords
Many browsers and devices allow you to store passwords and login ID so you are not required to re-enter this information each time you access a site. To prevent unauthorized access to your information, we strongly recommend you do not use this functionality when accessing CIBC digital properties.
Cookies
If you wish to manage cookies
You can block or disable third-party cookies in your browser settings so that your browser accepts only first party cookies, which are those cookies belonging to the site you are currently browsing including cookies from CIBC when you are on CIBC’s site.
Location information
If you wish to manage your location information
The ability to share your location information is managed through your device settings. CIBC cannot collect or use certain types of location information from your mobile device if the location services including GPS, geolocation or proximity technologies are disabled.
Call recording
Telephone calls with CIBC representatives may be recorded and monitored for coaching, training, quality and security. Refer also to “How we collect information”.
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 and 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.
- Talk to a CIBC representative
- Visit your nearest CIBC Banking Centre
- Call 1-800-465-2422Opens your phone app.
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.
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 Opens your phone app.. Or you can also sign on to CIBC Online Banking®.
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 provide you a form and you can 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 within the time frame set 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 types of third parties to whom we have, 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.
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 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.
- Talk to a CIBC representative
- Visit your nearest CIBC Banking Centre
- Call 1-800-465-2422Opens your phone app.
CIBC Everyday Banking
- Call us at 1-888-872-2422 Opens your phone app.
- Email us Opens your email app. at fraud@cibc.com
CIBC Credit Cards
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 Opens your email app. us at CIBCInvestorServicesInc@cibc.com
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.
U.S. privacy policies
- CIBC Bank USAOpens a new window in your browser.
- CIBC Private Wealth Management (PWM)Opens a new window in your browser.
- California privacy notice
The California Consumer Privacy Act (CCPA) gives California residents with Canadian banking products additional privacy rights and consumer protection. For information about how we handle your personal information and how to exercise your individual rights under the CCPA, review our Notice to California residents — your privacy rights (PDF, 105 KB) Opens a new window in your browser.