Privacy policy

Center d’assistance et d’accompagnement aux plaintes de la Montérégie

The purpose of this privacy policy is to inform CAAP de la Montérégie customers of the organization’s privacy practices. This privacy policy is intended to inform our customers so that they can make an informed decision about their personal information and its use.

We would like to inform you that during the entire time you are with our organization, you will be able to consult all the documents concerning your file. Upon written request, you can also have access to your file. We must first take care to remove any confidential information that might concern a third party.

Personal information is information about a natural person that directly or indirectly allows that person to be identified. They are confidential. With certain exceptions, they may not be communicated without the consent of the person concerned.

Service for information requests :

For information requests, the only information we collect and compile in our database is: age, gender, date of birth, origin (MRC), language and the reference we have made to you (if applicable). This information is used for statistical purposes only and your name or contact details will not appear at any time.

Accompaniment service (complaints, advisory support)

For CAAP Montérégie clients who receive coaching or support services, all information collected will be collated in a secure computer database for the duration of the service and kept for 3 years after the end of the coaching or support service. Given the nature of our mandate (possibility of2nd recourse, a complaint following counseling, etc.), we feel this timeframe is appropriate, but anyone can decide when to close their file. All they have to do is ask their counsellor or the administrative assistant at CAAP Montérégie.

Here are the personal data we need for our mission and mandates:

  • First name, last name

  • Postal address and e-mail

  • Phone number

  • Date of birth

  • Spoken language

  • Health or social services establishment attended

  • Names of a third party (spouse, children, friend) also involved in the process

Other information gathered may also be added to the file:

  • Notes évolutives: summary of conversations, requests or e-mail exchanges between the CAAP employee and the customer or the CAAP employee and any other person asked to intervene in the file.

  • Attachments* : Electronic documents (written, audio or image) sent to us by the customer, as well as letters of authorization and complaints.

*Please note that some documents will be automatically destroyed or returned to the customer after their useful life has expired.

Communications

CAAP Montérégie pays particular attention to the regular destruction of communications that may contain personal information: exchanges with customers (e-mails, messages (telephone, text messages, Messenger), handwritten notes, electronic notes, etc.), and the destruction of any personal information that may have been disclosed.

Collaborative approach

There may be times when we need to collaborate with a third party (other professionals, someone close to you, local organizations or partners) to offer you the best possible support in your process. Please note that we will not pass on any information about you without your participation in the discussion or without your prior consent to do so.

Criminal record check

CAAP Montérégie, with the individual’s consent, conducts criminal background checks on all employees prior to hiring.

Right of access and rectification of collected information

Any individual may refuse or request that the collection of information cease. In such cases, this may hinder the work of our advisors and affect the service you receive. Should such circumstances arise, you will be informed so that you can make an informed decision.

Any person may request access to the information collected about him or her, and may ask for his or her personal information to be corrected. All requests should be addressed to the person responsible for the protection of personal information at CAAP Montérégie, i.e. :

Myriam Noiseux, Director

direction@caapmonteregie.ca

450 347-0670, ext. 102 or 1-800-263-0670

The latter has 30 days to respond to your request for access or rectification of personal information.

Anyone can file a complaint with the Commission d’accès à l’information du Québec (CAI). CAI is the public body responsible for the Access Act and the Privacy Act. It ensures that citizens’ rights to access documents held by public bodies and to the protection of their personal information are respected.

Policy approved and effective: September 22, 2023