LCBO CUSTOMER PRIVACY POLICY
INTRODUCTION
The LCBO is committed to protecting
the privacy of its customers and the
confidentiality of their personal
information.
This Customer Privacy Policy describes the LCBO’s policy about protecting the
privacy and confidentiality of the personal information it collects from you, as
a customer. It also describes some of the ways the LCBO collects personal
information about you and how it uses, discloses and manages the personal
information it collects, but this document is not intended to describe every
situation in which the LCBO collects personal information. Other than as
permitted or required by law, the purposes for the collection, use or disclosure
of personal information will be set out at the time of collection.
OVERVIEW
WHAT IS
“PERSONAL INFORMATION”?
The term “personal information” means recorded information about an
identifiable individual. To qualify as personal information, the information
must be about the individual in a personal capacity. As a general rule,
information about an individual in a professional, business or official capacity
is not considered to be personal information about the individual. Examples of
information that could be personal information include your name, address,
gender, date of birth, language preference, email address, telephone number,
credit card information, personal opinions, Twitter user name or other social
media user identification.
WHAT IS THE
LCBO’S STATUTORY AUTHORITY FOR COLLECTING PERSONAL INFORMATION?
In most situations, personal information collected on LCBO websites
(including www.lcbo.com, www.vintages.com, vintagesshoponline.ca,
www.lcbotrade.com, www.lcbopinion.com and www.lcbogifts.com) or when you
purchase or return products, is collected under the authority of the Liquor
Control Act, Sec.3(1)(n), R.S.O.1990, c.L.18.
WHEN DOES THE
LCBO COLLECT AND USE PERSONAL INFORMATION?
The LCBO may collect personal information from customers in person, over the
telephone, by mail, by fax or through the Internet.
The LCBO uses personal information about you and your use of LCBO Websites
for various purposes, including the following:
to process, verify, and deliver
your orders; to better understand your
product preferences; -
to track and analyze trends and
patterns;
-
to administer the AIR MILES®
Rewards Program including the
awarding of reward miles to
customers for purchases;
-
to conduct and administer
surveys, contests, draws and
raffles;
-
to conduct information and
education programs such as tutored
tastings and wine appreciation
series;
-
to comply with legal and
regulatory requirements;
-
to create aggregated information
that does not allow you to be
personally identified or contacted;
-
to send communications about
products and/or services
Some examples of situations where we may collect and use your personal
information are set out below.
SHOPPING AT THE LCBO
Product
Purchase:
You do not have to provide us with
any personal information when you
purchase products in person at one of
our stores. You may be asked for
identification to verify your age,
although this information is not
recorded.
You may be required to provide
personal information when you order
products from the LCBO including, for
example, where products are ordered
on-line, through our catalogues or
through our Specialty Services
Department. In these situations, we
collect personal information in order to
process these transactions, to verify
your identity, and to protect against
error or fraud.
If you use a credit or debit card for
your purchase, your credit/debit
card-related information and your
signature are required to process your
payment.
Product Return:
For product returns, the LCBO may if applicable collect personal information
to process a return and for fraud prevention purposes. Photo identification may
also be requested (but not recorded) to confirm this information. Where a
defective or recalled product is returned, the LCBO may collect your name,
address and telephone number so that we may communicate with you regarding
possible health and safety matters, if necessary.
Video Cameras:
The LCBO operates video cameras in
our stores and other facilities for the
safety, security and protection of all
LCBO staff, visitors and customers as
well as for the prevention and detection
of criminal activity.
EMAIL AND OTHER COMMUNICATIONS:
From time to time, we may obtain your consent to send you email and other
communications about products, services, promotions, events or administrative
functions. The LCBO obtains consent for email communications.
You can opt-out of receiving promotional email from us at any time by doing
one of the following:
If you originally signed up
for email on one of our Websites
please return to the email sign-up
page on the Website, and click on
the “unsubscribe” link, then enter
your email address and click the
“Submit” button. Please be sure to
use the same email address as that
which you used to sign-up, otherwise
it may not be possible to comply
with your request. If
you have received an email, you can
follow the opt-out or “unsubscribe”
instructions provided in your email.
Contact HelloLCBO - our Customer
Service Department at 1-800-668-5226
or 416-365-5900 or by clicking on
our “Contact Us” page on the
Website.
When you request that your name be removed from our databases, it may not be
possible to completely delete all your personal information due to technical and
legal constraints. However, you will not continue to receive mail from the LCBO
once you request removal of your name.
ONLINE REGISTRATION:
You do not have to register to visit LCBO Websites. However, you may need to
register and provide your personal information to be able to use some of the
features offered through our Websites. Your registration information is used to
provide and administer the service you requested.
CONTESTS,
COMPETITIONS, CO-BRANDED PARTICIPATION, AND PROMOTIONS:
When you enter a contest, competition or participate in a promotion, we may
collect your personal information. We use this information to administer the
contest, competition or promotion including contacting, announcing and promoting
prize winners. At the time you enter the contest, competition or promotion, we
may obtain your consent (i) to send you future promotional communications,
and/or (ii) to disclose your personal information to a third party sponsor of
the contest, competition or promotion, as specified at the time of collection of
your personal information. We do not control the use, disclosure or security of
your personal information by third party sponsors, and recommend that you review
their privacy notices or statements.
MARKET
RESEARCH:
We collect personal information for market research purposes. For example, we
may ask you to provide postal code information or to participate in surveys or
other customer research. Participation is voluntary. The information obtained
through market research is used in an aggregated, non-personally identifiable
form. We use this information to help us understand our customers, to enhance
our product and service offerings, promotions and events, and/or to assist in
the selection of store locations. This information may be made available to
third parties acting on behalf of LCBO, who have agreed to comply with
appropriate privacy standards.
CUSTOMER SERVICE:
When you contact the LCBO with a comment, question or complaint you may be
asked for contact information that identifies you (such as your name, address
and a phone number) and the information needed to help us answer your question
or respond to your comment or complaint.
CALL
RECORDING:
We may monitor and/or record
telephone discussions when you call the
LCBO to enhance customer service, for
training purposes and to confirm our
discussions with you.
SOCIAL
NETWORKS:
LCBO may use accounts on social
networks, including Facebook, Twitter,
Instagram and others to promote our
products and services.
The LCBO’s social media accounts are
publicly accessible, and your posts,
comments, and replies to, and mentions
of, LCBO may be publicly visible,
depending on your privacy settings. Your
privacy and the retention of information
on social media accounts are governed by
the privacy policies of the parties that
operate these social networks. Some
social networks may allow you to control
the information you make available to
the LCBO and others. Users should review
and agree to privacy agreements and
terms and conditions of the parties that
operate these networks prior to
participating. We do not have any
control over such platforms, and
therefore we have no responsibility or
liability for the manner in which the
organizations that operate such linked
platforms collect, use, disclose, secure
and otherwise treat your personal
information.
The LCBO may collect and measure
information available to us about social
media activity in order to provide
content that is relevant and potentially
interesting to users of these social
media platforms.
THIRD PARTIES
ACTING ON LCBO'S BEHALF
We will not transfer personal information to third parties, except to service
providers who have agreed to comply with appropriate privacy standards, in order
to perform services for the LCBO (e.g., email deployment, direct mailing,
research and surveys, credit card processing, etc.). The LCBO does not sell or
rent our customer lists to outside agencies and/or our trade partners. Personal
information supplied to the LCBO will not be used to place you on any mailing
lists without your expressed consent.
THIRD-PARTY
LINKS
LCBO Websites may contain links to
other sites that LCBO does not own or
operate. We will not provide any of your
personal information to these third
parties without your consent. We provide
links to third party websites as a
convenience to the user. These links are
not intended as an endorsement of or
referral to the linked website. The
linked websites have separate and
independent privacy statements, notices
and terms of use, which we recommend you
read carefully. We do not have any
control over such websites, and
therefore we have no responsibility or
liability for the manner in which the
organizations may use your personal
information.
NON-PERSONAL
DATA AGGREGATION
The LCBO may use personal information
that you provide to the LCBO for the
purposes of research, to inform
operations, and for communications
planning. This data may be made
non-personally identifiable by
aggregating your information with data
pertaining to other individuals, or
removing personally identifiable
details. Aggregate information obtained
through cookies may be disclosed to
third parties, but no personal
information that identifies you will be
released.
COOKIES AND
TRACKING TECHNOLOGY
Cookies are small data files that are
sent to your browser, and can be one of
two types. Persistent cookies are stored
on your computer's hard-drive when you
visit certain websites, while session
cookies expire when you close your
browser. The LCBO may use either or both
types of cookie. Session cookies
facilitate your use and navigation of
our sites, while persistent cookies
identify your browser and IP (Internet
Protocol) address, but do not collect
personally identifiable information such
as your name, address, and credit card
data.
You can set your Internet browser to
refuse to accept cookies from LCBO
websites. Some browsers can be set to
accept all cookies, reject all cookies,
or notify you when you receive cookies.
If you choose to modify your browser,
some pages of the Website may not
function properly.
LCBO uses web analytics tools to
analyze the information generated
through the use of cookies to look at
statistically aggregate information that
may be used for operational purposes.
HOW IS PERSONAL INFORMATION SECURED
AND PROTECTED?
The LCBO maintains your personal information in a combination of paper and
electronic files. Recognizing that your privacy is important, LCBO employs
technical and physical security measures to protect your personal information.
However, no transmission over the Internet can be guaranteed to be completely
secure since "perfect security" does not exist on the Internet. Consequently,
the LCBO does not represent, warrant, covenant or guarantee the complete
security of the personal information you provide to the LCBO.
ACCURACY AND
RETENTION OF PERSONAL INFORMATION
The LCBO will make reasonable efforts to update or correct your personal
information when you request it as long as it does not compromise LCBO’s privacy
or security interest. You can contact the LCBO’s call centre to change your
information and account preferences.
The LCBO will keep your personal information for as long as it remains
necessary for the identified purposes or as required by law, or in accordance
with our retention schedules, which may extend beyond the termination of our
relationship with you. The LCBO reserves the right to maintain personal
information records for both active and inactive (i.e. unsubscribed) customers.
CHANGES
The LCBO reserves the right to change
this Customer Privacy Policy by posting
a changed Customer Privacy Policy on its
www.lcbo.com Website, and you are
advised to review the
www.lcbo.com Website regularly for any
changes. This Customer Privacy Policy &
Security Statement was last updated on
December 10th, 2012.
CONTACTING US
If you have any questions concerning
the LCBO Customer Privacy Policy, please
contact us at:
Freedom of Information and Privacy
Office
55 Lakeshore Blvd. East
Toronto, Ontario, M5E 1A4
Telephone: 416 864-2462
Fax: 416 864-6854
E-mail:
foi.privacy@lcbo.com | 
