Privacy Policy

Our Commitment to You

Your Responsibilities Regarding Privacy

The Privacy Principles that Guide Us

Your Choices about Your Personal Information

Contact the Privacy Officer

Privacy Complaint Resolution Process

Our Commitment to You

Alterna has a long-standing tradition of providing quality service. As such we take privacy seriously. We protect the confidentiality and security of your personal information and we keep you informed of our privacy policies and procedures.

When it comes to your privacy, you can be assured that

• We will respect your privacy choices
• We will use your personal information in a manner consistent with applicable laws 
• We will be open with you about how we use and protect your information

We will not

• Collect, use or disclose your personal information without your consent, except where required by law
• Sell your personal information to third parties

Your Responsibilities Regarding Privacy

As a client you are given access to certain systems in order to conduct transactions easily. This access includes Personal Identification Numbers (PINs) for ABMs and Personal Access Codes (PACs) or passwords for Online and Telephone Banking.

These numbers are not visible to Alterna. It is up to you to protect this information and prevent misuse. It is important to safeguard the personal or banking information you choose to hold, whether it’s account or credit card statements, unused cheques or PIN/PAC codes.

Also, remember that email sent over the internet is usually not transmitted in an encrypted format. We suggest you do not send confidential information to us or anyone else by unencrypted email.

Finally, phishing is a practice where fraudsters use electronic communication to pose as legitimate organizations in order to obtain sensitive account information. Rest assured, if a security concern or other important matter arises, we will never inform you by email. We will also never request sensitive information from you by email. If you receive a communication of that type, please contact Alterna for more information.

The Privacy Principles that Guide Us

To guide us in protection your privacy, Alterna follows the 10 principles embedded in the Personal Information Protection and Electronic Documents Act.

1. Accountability: Alterna is fully responsible for the maintenance and protection of any information received from clients. To that end we have a designated Privacy Officer who is accountable for Alterna’s compliance with the 10 privacy principles. 
2. Identifying Purposes: Alterna is always clear and open about the reason we are collecting personal information. Generally, we obtain personal information to help us better meet your financial needs—to provide you with personalized products and services or, for example, information on special offers, contests, or community events. We may also use your information to determine your eligibility for products, to ensure high service standards, to meet regulatory requirements or to verify your identity.  We obtain personal information from you directly and from the product and service arrangements you have made through us. Information could also be obtained with your permission from credit bureaus, other financial institutions and other parties.
3. Consent: Alterna will only collect, use or disclose personal information with your full knowledge and consent, or as otherwise permitted by the Act. Consent may be given verbally, in writing or electronically.
4. Limiting Collection: Alterna will limit the collection of personal information to the details necessary for the purposes identified. Our standardized application forms ensure that only the information required is collected.
5. Limiting Use, Disclosure and Retention: Alterna will limit the collection of personal information to the purposes identified to you. We do not sell mailing lists to third parties. We do offer you the opportunity to obtain products and services from our business partners, such as credit cards. You may choose to opt-out from these activities as outlined in #3, Consent.
6. Accuracy: We will make reasonable efforts to keep your information accurate, complete and up-to-date. It is your responsibility to promptly inform Alterna of any changes to your personal information. If you would like to update your information, visit an Alterna branch near you or call us.
7. Safeguarding Your Information: We will protect your information with appropriate safeguards. All employees have signed a confidentiality agreement and our systems and procedures are designed to prevent the loss, misuse, and unauthorized access, disclosure, alteration or destruction of your information.
8. Openness: We will make specific, understandable information readily available to you about our personal information policies and practices. If you have any concerns, contact us immediately, or visit your branch. We would be pleased to explain our policies in further detail.
9. Individual Access: At any time you can discuss your privacy wishes with us and request to be informed of the existence, use and disclosure of your personal information, as well as Alterna’s policies and practices. Subject to any applicable prohibitions or exemptions in the Act, you will be given access to that information. Please submit your request in writing to the Privacy Officer, including as much specific information as possible.
10. Challenging Compliance: If you have any concerns, complaints or suggestions regarding Alterna’s privacy principles, or our compliance with them, we have put a process in place to allow for their resolution.

Your Choices about Your Personal Information

If you would prefer not to receive promotional information from Alterna, please complete the Privacy Opt-out Form, contact us or visit any Alterna branch.

By opting out you will continue to receive information pertaining to regulatory and business matters (for example tax receipts). You will not receive promotional materials (for example, statement inserts, direct marketing mailers and brochures).

If you wish to continue to receive further product information, simply do nothing. We will continue to use your personal information to share ideas about products and services we feel may be of benefit to you.

Contact the Privacy Officer

You may contact the Privacy Officer in writing as follows:

Alterna Vice President Corporate Affairs
400 Albert Street
Ottawa, ON K1R 5B2

For a complete copy of the Privacy Policies of Alterna Bank, please mail your request to the above address.

Privacy Complaint Resolution Process

If you have a concern with our service it will most likely be addressed at your branch or through the TeleService Centre. Sometimes we will need to investigate further to make sure you are satisfied.

Here are the steps for a quick resolution:

1.  Talk to us: We are here to help. Please contact your branch or the TeleService Centre first, and our staff will do their best to resolve your concern to your satisfaction.

2.  Contact our Solution Centre: If branch or TeleService Centre staff are unable to resolve your complaint, your concern will be forwarded to the Solution Centre for further investigation.

3.  Contact our Internal Ombudsman or President & CEO: If you have completed the first two steps and feel further action should be taken, you may contact either the Internal Ombudsman or our President & CEO.

4.  Contact the Ombudsman for Banking Services and Investments: If we are still unable to resolve your concern to your satisfaction, you may wish to contact the Ombudsman for Banking Services and Investments. This independent banking Ombudsman has been appointed to serve the interests of Canadian financial consumers, including those of Alterna Bank.

You may at any time contact the Financial Consumer Agency if your complaint involves a legislated consumer provision.