Contact Resource Services Privacy Policy

1. Accountability

CRS is accountable for the protection of all personal information within the organization's possession or control. We take our commitment to securing any personal information very seriously, whether consumer or commercial, customer, client, vendor or employee.

In addition to establishing this Privacy Policy, we have implemented various policies and procedures to ensure the protection of personal information. All information-handling practices at CRS are analyzed on an ongoing basis in order to ensure the organization meets fair information practices.

We have also appointed a Privacy Officer who is responsible for the organization's compliance. The Privacy Officer for CRS is Dave Finn. This individual will respond to any requests to obtain or correct personal information, as well as any inquiries or comments regarding your information. Our Privacy Officer will respond within 48 hours and can be contacted in the following manner:

ATTN: Dave Finn
Privacy Officer & Manager Communications
Contact Resource Services, Inc.
1-2775 Coventry Rd.
Oakville, ON L6H 5V9

Local: 905-855-8106 ext.1206
Toll free: 800-545-1904 ext. 1206

Fax: 866-566-9334


2. Identification of Purpose: Why our organization collects information

CRS collects information for the purpose of accounts receivable management / debt recovery. All information gathered is used to assist our employees in the collection of delinquent accounts - whether residential or commercial - for either an external client or for our company (i.e. CRS does purchase, own and maintain various portfolios of debtor accounts).

The scope of a project determines what type of information CRS will collect. We are in regular contact with consumers, businesses, credit bureaus, and skip trace agencies - all in an effort to facilitate the process of debt recovery. For some projects, we collect a very limited scope of information such as a customer name and address. For others, we are required to collect a wider range of personal information. Below is a summary of the information we may collect.

NOTE: This list does not apply to every project, but rather it is a comprehensive list. In other words, we do not collect this information for every individual, but rather it is collected on an as-needed basis, according to project requirements.

  • Name and address including previous addresses if applicable
  • Home, Business and Alternate telephone number(s)
  • Information about age and gender
  • Information regarding family, including dependants
  • Information pertaining to a person's assets including but not limited to property, business (sole proprietor), vehicles, etc.
  • Employment status and occupation details (i.e. current employer, job title, income amounts, etc.)
  • Social Insurance Number (SIN)
  • Rent and/or Mortgage information
  • Personal income whether through employment or some form of assistance (i.e. disability, pension, welfare, etc.)
  • Information regarding personal and/or business credit, for example information obtained from an individual's credit report, including products, accounts, balances and limits.
  • Payment history with a specific credit product
  • Bankruptcy or Credit Counselling Information
  • Information pertaining to legal proceedings

Some or all of the above information may be collected for the purpose of:

  • Collecting an outstanding debt either owed to CRS or its client(s)
  • Ensuring updates are communicated accurately to the credit bureaus
  • Pursuing legal activity in order to resolve the debt
  • Being listed as a creditor in the case of bankruptcy, credit counselling, or other form of financial assistance

We obtain most of our information either directly from the consumers or businesses with whom we communicate, or from our business clients who have requested that we contact you on their behalf, and whom you have authorized to disclose to us. You are entitled to know how we use your information - this is identified in this Privacy Policy. We will limit the information we collect to what we need for the business purposes identified in this section, and will use it only for those purposes.

3. Consent

You have the right to determine the purpose of collection, use and/or disclosure of your personal information. In most cases, your consent has been obtained by our client(s) at the time the credit application was completed with the credit grantor in question.

In cases where CRS is collecting the information, this would be obtained from you directly via communication with our organization.

Subject to certain legal and contractual restrictions and reasonable notice, an individual can refuse or withdraw their consent to the collection, use or disclosure of personal information about them at any time.

4. Limiting Collection

CRS limits the amount and type of personal information it collects to that which is necessary for the business of the organization and as permitted by law. CRS is open to identifying the purpose for collecting personal information. All personal information will be collected using procedures that are fair, transparent and lawful.

5. Limiting Use, Disclosure and Retention

CRS will only use personal information for the purpose for which it was collected as identified in this Privacy Policy (see 2. Identification of Purpose: Why our organization collects information), unless consent is given by the individual to use or disclose it for another purpose or as is required by law.

CRS will develop explicit retention periods for all personal information, after which the information will be destroyed or made anonymous. Retention periods comply with all provincial and federal guidelines.

Under exceptional circumstances, CRS may have the legal duty or right to disclose personal information without the individual's knowledge or consent.

6. Accuracy

CRS shall take all reasonable steps to ensure that all personal information will be kept accurate, complete and up to date as necessary, in consideration of its use and the interests of the individual. All personal information will be updated only when this is necessary to fulfill the specified purpose of its collection.

Individuals may challenge the accuracy of their information and have it updated or amended as appropriate.

7. Appropriate use of Safeguards

In executing its responsibilities with respect to the protection of personal information against loss, theft, unauthorized access, disclosure, copying, use or modification (regardless of format), CRS will employ various safeguards, appropriate to the sensitivity of the information.

Such safeguards will include physical measures and/or technological measures, such as physical premises security, designated restricted access areas, locked filing cabinets, security clearances, and limiting access on a "need to know" basis via passwords, system access restrictions and encryption.

A Security Policy has been adopted by CRS in order to address such safeguards.

8. Openness

CRS makes its policies and practices relating to the protection of personal information available to its customers and business clients. CRS shall keep its clients informed of these policies, and make them available upon request. All information will be made easily available in a format that is clear and concise.

9. Permit Individual Access

Any customer of CRS can have access to the personal information, which CRS has in its possession or control. Individuals may request that their personal information be amended for the purposes of accuracy and completeness.

Customers can make requests for their personal information, and CRS will respond in a timely manner (within 30 days of receipt of the request). To contact our Privacy Officer, or make a request for your personal information, please refer to Section 1. Accountability in this document.

10. Providing Recourse

Any customer of CRS or its clients may challenge the organization's compliance with this Privacy Policy by contacting CRS directly (see Section 1. Accountability for contact information).

CRS is interested in assisting all customers. We will make a timely and efficient effort to resolve any concerns or questions. By contacting our Privacy Officer, and explaining your individual circumstances, most issues can be resolved.

CRS has policies and procedures in place to receive, investigate and respond to individual questions, concerns and/or challenges.

If after contacting us you feel that your concerns have not been addressed to your satisfaction, we will provide information on other procedures for recourse that may be available to you.