Privacy FAQs (Frequently Asked Questions)

Q1: Why do you ask for my Social Insurance Number (SIN)?

A1: We may be required to collect and disclose your SIN to comply with legal or regulatory requirements. For example, the Income Tax Act of Canada requires us to ask for your SIN when opening a product that earns income. We cannot open a registered product (e.g., an RRSP) without it. Further, if you have provided your SIN it may also be used as an internal identification number to accurately identify clients having the same or similar names.

When we obtain a report and update your information with a credit bureau, your SIN is the best way to make sure that the information actually refers to you. However, this use of your SIN is voluntary and if you choose not to provide it for this purpose, this by itself will not prevent you from qualifying for products and services.
 

Q2: What government institutions or public registries do you collect information from?

A2: These include registries such as provincial government land and personal property registry offices, and driver licensing offices.
 

Q3: How do you obtain consent?

A3: The form of your consent can vary from implied consent to express consent. Consent is implied when it can be reasonably inferred by your actions or inaction. For example, when you provide us with your personal information or continue to use a product or service without objection, you are consenting to the terms and conditions of our privacy policy, Your Privacy is Protected, and our other privacy-related documents.

Example of implied consent:

  • If you have a CIBC Credit Card and we inform you about revised terms and conditions for the card, we can conclude that you agree to those terms and conditions if you choose to continue using the CIBC Credit Card.

In addition, we may obtain your express consent in writing, through electronic means, or verbally.

Examples of express consent:

  • Written - You may sign a paper application that states "I agree to the Terms on the reverse”.
  • Electronic - You may be asked to electronically acknowledge that you will be bound by legal terms or agree to certain statements by selecting "I Agree".
  • Verbal - A CIBC representative asks whether you agree to us obtaining your credit bureau information. Saying you agree is your verbal consent.
     

Q4: What collection, use or sharing of my information is “permitted or required by law”?

A4: Under our privacy policy, Your Privacy Is Protected, CIBC may collect, use or share personal information where it is “permitted or required by law”. This includes information collected, used or shared where:

  • It is permitted under federal or provincial privacy law without consent, such as publicly available information;
  • It is required under other laws, such as the Income Tax Act, which requires CIBC to collect your SIN when you open an RRSP, or Anti-Money Laundering/Anti-Terrorism laws and regulations which require the collection of certain information when you open an account with CIBC;
  • It is collected, used or shared with regulators or self-regulatory organizations, such as the Office of the Superintendent of Financial Institutions or the Investment Industry Regulatory Organization of Canada, in accordance with their applicable rules, codes, guidelines, expectations or requests;
  • It is collected, used or shared under codes, programs or principles publicly adopted by CIBC, such as the Canadian Code of Practice for Consumer Debit Card Services.
     

Q5: What information do you collect about me to “qualify me for products or services”?

A5: In accordance with applicable privacy law, CIBC collects information about you that is reasonably required to process the application for the product or service for which you have applied.
 

Q6: What limits are there on my rights to access my personal information?

A6: With certain limited exceptions as provided by applicable privacy law, you have a right to access your personal information held by CIBC. Such exceptions include information that is subject to legal privilege, contains confidential commercial information, relates to an investigation of a breach of an agreement, or contains references to others that cannot be separated.

If we are unable to provide you with access, we will explain why, subject to any legal or regulatory restrictions.
 

Q7: I have a sensory disability. Can I get access to my information in an alternative format?

A7: If you have a sensory disability, you may request that your information be made available 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.
 

Q8: How long will it take to get access to my information?

A8: Once we receive your written request and have verified your identity, we will provide a written response to your access request in accordance with the time frame prescribed by applicable privacy law.
 

Q9: How can I protect my privacy?

A9: There are some simple yet very important steps you can take to protect your privacy:
 

Notify a CIBC branch, CIBC Telephone Banking at 1-800-663-4575 or the branch or office where your account is held immediately if:

  • Your CIBC debit or credit card is lost, stolen or retained by a bank machine.
  • You believe someone has obtained your card number, PIN, password or answers to online personal verification questions.
  • You believe your personal or financial information has been compromised.
  • You believe you have been the victim of identity theft, or that someone is using your personal information fraudulently.
     

Protect your PIN, Passwords and Online Personal Verification Answers

Your Personal Identification Number (PIN), passwords, and personal verification answers for online and telephone banking are the keys to your accounts. You are the only person who should know them.

Never disclose your current PIN, passwords or answers to online personal verification questions to anyone, or you could be liable for losses. No CIBC employee or agent will ever ask you verbally or electronically for this information. However, when using Telephone Banking, we may ask for a predetermined security word to identify you. When you conduct transactions at a bank machine or at a point-of-sale, use your hand or body to shield the keypad from onlookers.
 

Regularly monitor your account activities

Promptly check your statements or passbook to verify all transactions have been properly recorded. If entries do not accurately reflect your transaction activities (e.g., if there are missing or additional transactions), contact CIBC immediately.
 

Ensure your contact information is up-to-date

Making sure that CIBC has your most up-to-date address or contact information will help protect your personal information from being misdirected. In our privacy policy, we explain how to check and update your personal information.
 

Protect your privacy online

To protect your privacy online, you should clear your browser's cache after each session, use a firewall, and use up to date software to protect your computer from viruses and spyware. For details, see the Privacy & Security section of www.cibc.com.

As online privacy measures continue to evolve, we update the information in the Privacy & Security section of our web site. You'll find answers there to common questions about online security software, phishing and online fraud, web site activity (including cookies) and other steps you can take to protect yourself online.
 

Reduce your risk of identity theft:

  • Shred documents that contain personal or financial information before you throw them out.
  • Request a copy of your credit bureau report periodically.
  • Visit the Public Safety Canada website and look for more identity theft information.
  • Don't give out personal information over the phone, through the mail, or over the Internet unless you have initiated the contact and know with whom you are dealing.

If you receive a suspicious phone call, e-mail or letter, contact us.

If you think someone is impersonating CIBC, or believe you have been the victim of a fraud or attempted fraud through telephone, mail or e-mail, call CIBC Telephone Banking at 1-800-465-CIBC (2422) or e-mail fraud@cibc.com.


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