Privacy & Security Centre

“Personal Information” is any information about an identifiable individual. It may include, without limitation, an individual’s name, age, date of birth, home address, social insurance number, marital status, income, account number, client identification number, personal email address and messages, and Internet Protocol (IP) address. 

Personal Information doesn’t include business contact information of an individual which is collected, used, or disclosed solely for the purposes of communicating or facilitates communication with the individual in relation to their employment, business, or profession.

Personal Information also doesn’t include any information that is aggregated or anonymized.

We have a dedicated privacy program that protects the Personal Information that we collect, use, disclose, and store and helps ensure that Personal Information is handled in accordance with applicable laws and industry standards. Earning and maintaining trust is at the core of what we do. We are committed to transparency in our privacy practices and we want you to interact with us in confidence. We invest significant resources to protect your Personal Information, and are always guided by our privacy values. In particular, we endeavour to treat all our customers equally by ensuring that our customers can access their Personal Information and withdraw consent to collect Personal Information at any time.

Additionally, we pledge to:

• not sell your Personal Information to anyone;
• ensure that the Personal Information we collect from you will be used for the purposes of providing our products and services and improving those products and services;
• limit the collection and storage of your Personal Information to what is relevant and necessary to provide you our products and services;
• process your Personal Information in a manner using appropriate security and confidentiality measures.

The information you share with us allows us to provide you with the optimal customer experience when using our products and services.

Information sharing provides a range of benefits to our customers, including innovating and enhancing our product suite and services. For example, we will share your information within the Questrade Group of Companies to understand your financial needs and to deliver financial products and services that best meet them.

You can find out more about our disclosure practices in our Privacy Policy.

What Personal Information is shared within the Questrade Group of Companies?

The Personal Information shared depends on the types of products and services that you use when dealing with a member of the Questrade Group of Companies. As an example, it may include your name, address, phone number, email address, and information about the product you have with one of the Questrade Group of Companies.

Under what circumstances is my information shared?

In accordance with consents obtained, our Privacy Policy, and applicable privacy legislation, we may share your Personal Information where we identify an opportunity for one member to provide useful services to clients of another member of the Questrade Group of Companies. We may also share information upon your initiative, such as upon opening an account with more than one member of the Questrade Group of Companies. In this case, we will pre-populate your information to make account opening easier and faster.

How do I stop my Personal Information from being shared?

You can request for your information to not be shared within the Questrade Group of Companies, however, this request will be subject to certain restrictions. These options can be requested by following the instructions in our Privacy Policy or by emailing privacy@communitytrust.com.

Does this mean that all my Personal Information will now be shared within the Questrade Group of Companies without restriction?

No, the sharing of your Personal Information is governed by our Privacy Policy, consents obtained, and applicable privacy legislation. We encourage you to review it so that you have a clear understanding of how we collect, use and disclose your Personal Information within the Questrade Group of Companies. This Centre is primarily to provide increased transparency about the information sharing detailed in our Privacy Policy.

What are my Privacy Rights and Responsibilities – Controls and Choices?

We provide you the ability to exercise certain controls and choices regarding our collection, use and sharing of your information. Your controls and choices may include:

• correcting, updating and deleting your Personal Information through your accounts with the Questrade Group of Companies (depending on the product or service you have with us);
• choosing whether to receive information about our products and services that we may believe is of interest to you;
• choosing whether we share your Personal Information with third parties so that they can send you information about their products and services; and 
• requesting access to the Personal Information we hold about you and that we change or update it.

What steps do the Questrade Group of Companies take to protect the security of my information?

The security, integrity, and confidentiality of your information are extremely important to us. We use physical, technical, organizational, and administrative safeguards to help protect your Personal Information from unauthorized access or loss. We use a layered security approach, including the latest online and networking security technology, such as firewalls and encryption. We regularly review our security procedures to consider appropriate new technology and methods. Please be aware that, despite our best efforts, no security measures are perfect or impenetrable. For more information about the Questrade Group of Companies’ privacy practices, please contact privacy@communitytrust.com.

Do the Questrade Group of Companies have a public Vulnerability Bounty Program in place?

We do not have a public Vulnerability Bounty Program in place, and we will not be able to offer recognition for vulnerability reports from researchers seeking compensation.

How can I report a concern related to privacy (including concerns about a privacy breach)?

When someone has a concern about the privacy of their information, we treat this as a top priority. If you have a concern, inquiry, or request related to the privacy of your information, please email us at privacy@communitytrust.com or call 1 (800) 268-1576. 

Who is in charge of Privacy at the Questrade Group of Companies?

Our Chief Privacy Officer is in charge of privacy at the Questrade Group of Companies. If you have any concerns about privacy or your Personal Information, please contact privacy@communitytrust.com.

What does the Privacy Program at the Questrade Group of Companies look like?

The protection of Personal Information entrusted in our care is of utmost importance to us. Our Privacy Program includes:

• policies dealing with matters such as incident management and information rights;
• mandatory privacy training; and
• privacy impact and risk assessment processes

If you have any questions or concerns about this policy or privacy and confidentiality matters, please contact our Chief Privacy Officer at:

Community Trust Company
2350 Matheson Boulevard East
Mississauga, ON  L4W 5G9
Canada
Toll free: 1 (800) 268-1576
Email: privacy@communitytrust.com