OPC reprimanded Bell over repeated delays in 2018: doc

BCE Inc.’s delays and incomplete responses to multiple information access requests drew the ire of the Office of the Privacy Commissioner in 2018, according to a document obtained through Access to Information. The OPC settled the access complaint in February 2018, finding it “well-founded,” meaning that Bell failed to respect a provision of the Personal Information Protection and Electronic Documents Act (PIPEDA). The OPC defines an access complaint as one that is filed when an individual requests access to their personal information from an organization through a formal access request and is then denied access to that information. “Our office was not convinced by Bell’s explanation for the delays associated with its response as well as the incomplete nature of its first two attemps at responding to the access request,” the OPC said in a document listing all privacy complaints from January 2018 to Nov. 4, 2019. “An organization that is the size and sophistication as this one, must have the necessary personnel in place to respond to access requests at any point during the calendar year. We also reminded Bell of the fundamental importance of the right to access one’s personal information that is set out under PIPEDA and the importance of continuously improving response procedures.” The document said that while Bell did end up responding to the complainant’s request for their personal information during the OPC’s investigation, it only did so after the 30 day timeline set out under s. 8(3), meaning that it contravened its obligations under PIPEDA. It was also not the first time the privacy commissioner’s office had such an issue with Bell. The document noted that the OPC “reminded Bell of recent commitments it made to our office in the context of similar past complaints.” OPC spokesperson Vito Pilieci confirmed in an email those similar past complaints “referred to complaints from other individuals against Bell about delays in accessing personal information.” He added: “Generally, under PIPEDA individuals have a right to access the personal information that an organization holds about them. In the case of Bell, we have had discussions with the company and have seen some improvements with respect to their handling of requests for access to personal information.” Bell spokesman Marc Choma said an email that “we always try to respond to customer requests for information in a timely manner.” The OPC accepted 28 complaints about telecom companies in 2017-2018, of which it found five to be well-founded and resolved, its 2018 annual report outlined. There were 95 access complaints for all sectors, of which 10 were well-founded and resolved. — With reporting by Anja Karadeglija at akarad@thewirereport.ca and editing by Adam Langenberg at alangenberg@thewirereport.ca

OPC reprimanded Bell over repeated delays in 2018: doc

News | April 15, 2020

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