We at On Side Restoration Services Ltd. (“On Side”), along with our affiliates in the Intact Financial Corporation group of companies (“IFC”), are committed to protecting your privacy. We have created this Privacy Promise to communicate to you how we collect, use, and disclose your information. This Privacy Promise will also help you understand the role we play in safeguarding your personal information and inform you of your rights.
The information we collect depends on you: it will vary depending on how you communicate with us, the materials and services you choose and use, your use of our website, and your payment method of choice. We collect and process personal information about you with your consent and/or as necessary to offer our services and materials, satisfy our contractual and legal obligations, protect the security of our customers and systems, or other legitimate interests. When you are asked to provide personal information, you may decline. Please note that if you choose not to provide information that is necessary for certain services or features, they may not be available to you or function correctly.
i) Information you give to us
We collect personal information from you, as a customer or potential customer, when you communicate with us, or inquire about and use our services. Examples of this include, when you inquire about our restoration services, request an estimate, make a payment, or invoke your insurance policy. When contacting us, we may collect information such as your name, contact information, addresses, property descriptions, loan or mortgage details, and payment or banking information.
ii) Information we get from third parties
We collect your information from third parties with your consent or, where permitted, after confirming the third party lawfully collected the information and can legally share it with us. We may collect your personal information from third parties who can provide information about or services related to you or your property, including your insurance company (i.e. insurance agents or adjusters), your legal representative, brokers, government bodies, consumer reporting agencies, and other contractors or third parties. The information we collect about you from third parties may include your claims coverage and history, property damage file (i.e. estimates, images, videos, etc.), credit information, incident reports, and other property records.
iii) Calls and other communications
We may record our calls and other communications with you to ensure quality customer service, confirm our discussions and your instructions, resolve complaints, and train our staff. If you do not wish to be recorded, you can do business with us by visiting one of our offices, or by writing or emailing us.
iv) Cookies, web beacons, and other technologies
We may collect your information to identify you on our website, to gather information about how you use our website, and to enable web-based services. To do so, we use “cookies”, “web beacons” and other tracking technologies. For information about the cookies, web beacons and other technologies we use, and how to disable these, visit our website Terms of Use. Please note that if you choose to reject or remove cookies, web beacons and other tracking technologies, this may prevent you from having full access to our online features or services.
v) Consenting for others
We may ask you for information about other persons residing on your property. When you give us information about another person, we expect you to ask for their permission to do this and consent to this Privacy Promise on their behalf.
We collect, use, and disclose your personal information for a number of reasons, including to:
a) serve you better and communicate effectively with you;
b) verify your identity and property;
c) set up, manage and offer products or services that meet your needs;
d) determine your eligibility or suitability for our services;
e) arrange for the assessment of insurance risks;
f) determine prices and fees;
g) investigate and assist in adjusting insurance claims;
h) assist in for the settlement of insurance claims;
i) promote and market products and services offered by us, our affiliates, for our strategic partners and alliances, which may include, for example, insurance companies, insurance brokers, agents, adjusters and other intermediaries;
j) conduct market research;
k) recognize and deliver relevant ads to you on our and third-party websites and apps;
l) verify and provide information to and compile statistics for insurance industry databases;
m) report to regulatory or industry entities consistent with prudent and legally required industry practices;
n) detect, prevent and suppress fraud, unauthorized, or illegal activities;
o) comply with all applicable laws, including tax requirements;
p) share your information with third party service providers for external processing such as data or payment processing;
q) conduct research and development in order to design, operate, enhance, and administer the products and services we provide;
r) share your information among our affiliates for any of the above purposes.
Your information may be shared with your consent and as permitted or required by law. We may share your information with certain third parties, including your insurance company, other contractors and service providers and their agents, debt collection agencies, the authorities and fraud prevention agencies, and allow them to access and use your information if their services are required for legal or business purposes. When we disclose your personal information to third parties, we require them to protect and handle your personal information in a manner consistent with our privacy practices and all applicable laws.
i) Outside of Canada
We may share your information with third parties who will process and store your information outside of Canada. In such cases, your personal information will be subject to and may be disclosed in accordance with that country’s laws. However, your personal information will only be communicated to, transferred to, processed in, or stored in the regions where it is determined that it will receive adequate levels of legal and technical protection.
ii) Business transactions
If we enter talks about a merger, acquisition, or asset sale with a third party, we may share your personal information with them to assess or complete the business transaction. If your information will be subject to new privacy practices as a result of a business transaction, you will be notified.
iii) Research and development purposes or production of statistics
We may share your personal information, including demographics data, for specific study, research, or statistics purposes. In such cases, these third parties are not allowed to use, communicate or publish personal information they receive from us in a form allowing you to be identified.
Finally, we may share your information (v) to comply with laws or respond to legal process or requests made under the law or (vi) in an emergency to protect your safety.
You have the right to request correction of your personal information that we hold. You also have a right to access your personal information under our control, subject to any legal restrictions or rights of refusal. However, to the extent permitted by law, we reserve the right to charge a reasonable fee for copying and sending the information from your file. Note that your ability to exercise these rights will depend on a number of factors, and in some situations, we may not be able to agree to your request. If you wish to request access to or correction of personal information, you can contact our Privacy Office.
You may, at any time, withdraw your consent to the collection, use and disclosure of your personal information, subject to certain limitations. However, if you do so, we may not be able to continue to provide you with our restoration products and services. You may also withdraw your consent to the collection, use and disclosure of your personal information for marketing practices. If you wish to withdraw your consent, please contact our Privacy Office.
Our policies establish rules for the storage and destruction of personal information. As a general principle, we store information for as long as it is reasonable to do so for a legal or business purpose. Depending on the type of personal information we collect and the use and purpose of the information, and/or any legal requirements, we may be required to retain your personal information for a specific timeframe.
In carrying out our commitment to protecting your privacy, we have established corporate privacy policies that outline the obligations of On Side employees when handling your personal information. All employees must obtain your necessary consents when collecting, using and/or disclosing your personal information, as required by law, and may only access your information on a need-to-know basis.
On Side management’s role in protecting your personal information involves ensuring respect of the appropriate retention and destruction guidelines and maintaining a reporting process to On Side’s Privacy Office, among other responsibilities.
The Privacy Office supports all employees in collecting, using, disclosing, and storing information in compliance with applicable laws and policies. The Privacy Office also serves as the official liaison with privacy regulators and is the primary contact for all privacy related complaints, concerns, and questions.
For questions, concerns or complaints about this Privacy Promise, or our privacy practices, please contact our Privacy Office at:
Privacy Office
On Side Restoration
3157 Grandview Highway
Vancouver, BC V5M 2E9
Canada
Phone (toll free): 1-888-663-6604
E-mail: privacy@onside.ca
Our Privacy Office will work with you to obtain all relevant information, do a thorough review of your question, concern, or complaint, and provide you with a clear response.
If you have a concern that we are unable to resolve, you have the right to contact your privacy regulator. Our Privacy Office will give you this contact information upon request.
We may update this Privacy Promise from time to time so please review it periodically. If we update our Privacy Promise, we will post the most recent version on this website.
La version française de cette Promesse de protection de la vie privée est disponible sur demande.
Effective Date: April 2024
© 2024 On Side Restoration. All Rights Reserved. | Quebec: RBQ license 5768-1322-01