Defining personal information
Personal information is any information that can be used to distinguish, identify or contact a specific individual. This information can include an individual’s opinions or beliefs, as well as facts about, or related to, the individual. Exceptions: business contact information and certain publicly available information, such as names, addresses and telephone numbers as published in telephone directories, are not considered personal information.
Information in the public domain is not subject to privacy legislation and as such is not included in this policy.
Where Regina Food Bank customers and clients use their home contact information as business contact information, the Regina Food Bank considers that the contact information provided is business contact information, and is not therefore subject to protection as personal information.
We consider donor and volunteer information always to be personal information, and do not disclose information about donors or volunteers without consent.
An individual’s consent is required regarding the collection and proposed use of personal information when information is collected. Consent can be either express or implied and can be provided directly by the individual or by an authorized representative. Express consent can be given orally, electronically or in writing. Implied consent is consent that can reasonably be inferred from an individual’s action or inaction. An individual’s consent is required before confidential information is released to outside parties.
Who is responsible for the personal information collected on this Website?
The Regina and District Food Bank whose registered office is at Regina, Saskatchewan controls the personal data collected on this Website.
Special Notice – if you are under 18 years old
Regina Food Bank does not intentionally collect personal data of persons under 18 years old. If you are under 18 years old please do not send us your personal information (for example, your name, address and email address). If you are under 18 years old and you wish to ask a question or use this Website in anyway which requires you to submit your personal information please get your parent or guardian to do so on your behalf.
Information collection and use
We collect and use personal information (including name, address, telephone number and email address) in order to:
respond to queries or requests submitted by you
process applications submitted by you
administer or otherwise carry out our obligations in relation to any agreement you have with us
anticipate and resolve problems with any services supplied to you
better tailor and improve the features and services
create services that may meet your needs.
As part of the products or services offered to you through our Website, the information you provide to us may be transferred to countries outside of Canada.
By way of example, this may happen if any of our servers are from time to time located in a country outside of Canada or one of our service providers is located in a country outside of Canada.
These countries may not have similar data protection laws to Canada.
If we transfer your information outside of Canada in this way, we will take steps to ensure that your privacy rights continue to be protected.
In addition, if you use our services while you are outside Canada, your information may be transferred outside Canada in order to provide you with those services.
We may use third parties for the fulfillment of our obligations hereunder.
Providing you with additional information and sharing your information
From time to time we would like to use your personal information for purposes other than as set out in the above section.
We believe that these additional uses will be of benefit to you. However, we understand that you may not wish us to use your information in this way.
We will not use your information for the purposes set out below if you have indicated that you do not wish us to use your information in this way when submitting the information.
Additionally, if at any time you wish us to stop using your information for any or all of the below purposes, please let us know (see contact information below).
We will take the necessary steps to stop the use of your information for such purposes with immediate effect.
In such case we will, however, continue to use your personal data for the purposes set out in the above section for as long as necessary to achieve such purposes.
From time to time we will use the information you supply to us for:
market research and tracking of usage data
informing you about our products and services, which may include contacting you by telephone
Collection of non-personal information
We may automatically collect non-personal information about you such as the type of internet browsers you use or the website from which you linked to our Website. We may also aggregate details which you have submitted to the Website (for example, your age and the town where you live). You cannot be identified from this information and it is only used to assist us in providing an effective service on this web site.
We may from time to time supply third parties with this non-personal or aggregated data for uses in connection with this Website.
This website uses Google Analytics to track performance. Google Analytics uses persistent cookies to track visitor sessions, visitors across multiple sessions, and referral sources to our sites. We also track the performance of promotional links to our site using Google Analytics. In compliance with the Google Analytics Terms of Service, at no time is personally identifiable information (PII) passed to Google Analytics. Note that Google Analytics stores its data within the United States of America and is subject to US laws. We use this data to understand site performance to serve you better. Those wishing to opt out of Google Analytics data collection should use the Google Analytics Opt-out Browser Add-on.
We may store some information (commonly known as a “cookie”) on your computer when you look at our Website. We are able to read these cookies for information purposes when you revisit our Website.
The type of information we collect as a result of a cookie being accepted by you is specific to your PC and includes the IP address, the date and time the PC visited the Website, what parts of our Website were looked at and whether the web pages requested were delivered successfully. This information is anonymous; it represents a computer rather than a person.
We use the cookie information to improve our knowledge of the use of our Website and to enable us to be able to ascertain whether the Website is operating at an optimal level. This allows us to enhance our web offerings to you and to provide an enjoyable and an innovative online experience.
You can erase or block this information by changing the settings on your computer (please refer to your help screens or manuals). If you do erase or block this information you may not be able to utilize some features of the Website.
Chat rooms, notice boards, newsgroups
Please be careful about what personal information you disclose in this way.
E-mail, Feedback and Forum Facilities
Keeping our records accurate
We aim to keep our information about you as accurate as possible. If you would like to review or change the details you have supplied us with, please contact us as set out below.
Security of your personal data
We have implemented technology and policies with the objective of protecting your privacy from unauthorized access and improper use and will update these measures as new technology becomes available, as appropriate.
The collection of personal information is limited to that which is relevant and necessary to our programs and fundraising efforts. Regina Food Bank shall not make unwarranted or intrusive inquiries into a donor or prospect’s gift history or personal life.
Limited Use, Disclosure and Retention
Personal information shall not be used or disclosed for purposes other than those for which it was collected, except with the consent of the individual or as required by law. Personal information shall be retained only as long as necessary for the fulfillment of those purposes.
Personal information shall be as complete, accurate and up-to-date as possible. Donors are encouraged to review, correct and update personal information.
Personal information gathered by the Regina Food Bank shall be kept in confidence. The Regina Food Bank personnel shall be authorized to access personal information based only on their need to deal with the information for the reason(s) for which it was obtained.
Appropriate physical and electronic measures shall be used to ensure personal information is secure. Access to donor and volunteer records shall be limited to those who require such information to fulfil their job responsibilities. Special protection shall be given to all records pertaining to anonymous donors. The confidentiality of donor and volunteer records shall continue after the relationship with the individual has ended.
Donors who request that their name and/or the amount of the gift not be publicly released shall remain anonymous.
Use of your personal information submitted to other websites
We cannot be responsible for the privacy policies and practices of other websites even if:
you accessed the third party website using links from our Website; or
you linked to our Website from a third party website.
We recommend that you check the policy of each site you visit and contact the owner or operator of such website if you have any concerns or questions.
Submission of others personal information
How you can contact us
CLIENT CONFIDENTIALITY AGREEMENT
REGINA FOOD BANK CLIENT PRIVACY AND CONFIDENTIALITY POLICY
The Regina Food Bank is committed to ensuring the protection of our client’s personal information.
Our only objective is to offer you our best service and to better understand your needs.
This policy of the Regina Food Bank has been established to respect your privacy and to protect your personal information.
All Regina Food Bank employees are trained to adhere to this policy. Please note that The Regina Food Bank may make changes to this policy at which time The Regina Food Bank will advise all our clients of the changes.
Purposes for collecting information
to determine eligibility to become a Regina Food Bank client
to better understand the needs of our clients and respond to their specific interests
for surveys or statistics
The Regina Food Bank will only disclose your personal information without your consent in exceptional circumstances where it is required by law.
The information The Regina Food Bank collects:
Your name and physical address
Your current source of income and household expenses
By supplying the Regina Food Bank with your personal information, you agree that The Regina Food Bank will only collect and use of this information in accordance with this policy. You may refuse or decide to remove your personal information from our lists at any time; however, by not accepting the terms in this policy, The Regina Food Bank can refuse service.
Limitation of use, disclosure and storing of your personal information
The Regina Food Bank only stores your personal information for a reasonable duration needed to achieve the specified purpose. Once your personal information is no longer of use, or if you ask that your personal information be removed from our client lists, The Regina Food Bank will destroy it to ensure it is no longer used or disclosed by means of deleting the information from the client database and if any paper record has been kept, it will be shredded after 2 years.
The Regina Food Bank will endeavor to collect accurate, complete and current information to fulfill the requirements of the specified purposes. The Regina Food Bank does not update your personal information systematically, so The Regina Food Bank will rely on you to inform us of any changes.
Protection of personal information
The Regina Food Bank strives to protect your personal information from being stolen, copied, used or disclosed for unauthorized purposes. Our employees are made aware of the importance of protecting the confidentiality of personal information. The Regina Food Bank limits personal information access only to personnel who are required to carry out specified purposes. The Regina Food Bank keeps personal information on computer systems equipped with security systems to avoid access by unauthorized persons. Employees who need access to this information are provided with passwords to access our computer systems and must respect the guidelines set out by our designated privacy officer to ensure this policy is respected.
The Regina Food Bank is committed to providing excellent programs and services. We recognize that from time to time there may be concerns or complaints, that our stakeholders have the right to raise such complaints or concerns, and that they need avenues to do so. This policy is intended to ensure that complaints received from about Regina Food Bank services and programs are dealt with promptly, consistently, and fairly. The Regina Food Bank recognizes that when a person has a complaint about the Regina Food Bank, the way in which his/her complaint is handled is critical to the person’s ongoing relationship with the organization.
This policy and procedure applies to all complaints received from members of the public about our activities, programs, services, staff, or volunteers. This policy serves as a companion to the organization’s Whistleblower Policy. This policy does not apply to employees or volunteers, as there is a Conflict Resolution Policy available in the Human Resources Policies and Procedures to address concerns or complaints they may raise.
It is in the interest of all parties that complaints are dealt with promptly and resolved as quickly as possible.
Review of complaints is fair, impartial and respectful to all parties.
Complainants are advised of their options to escalate their complaint to a more senior staff person if they are dissatisfied with treatment or outcome.
Complainants are provided clear and understandable reasons for decisions relating to complaints. Updates are provided to complainants during review processes.
Complaints are used to assist in improving services, policies and procedures.
Complaints are defined as an expression of dissatisfaction with regard to a service/program, an action or a decision taken by the Regina Food Bank, or the way in which Regina Food Bank employees or volunteers carry out their duties. Complaints typically arise when a person believes:
The Regina Food Bank has failed to do something agreed upon or expected
A Regina Food Bank policy or procedure has not been followed
A Regina Food Bank policy or procedure is unfair or inadequate
An error has been made
Regina Food Bank employees or volunteers acted in a wrongful way
A complaint is distinct from an inquiry, feedback, or a suggestion.
If you have a complaint or concern, you are encouraged to discuss the matter with the staff who is most connected to the concern/situation, either in person, by phone, or by email. If your complaint is not resolved or if you are uncomfortable discussing the issue with the relevant person, you can inform the supervisor, manager, or General Manager/Director for the program or service. This informal process can be used to resolve many inquiries or matters of simple error that can be corrected to your satisfaction. If the matter is not resolved at this stage, you can make a formal complaint.
Every effort will be made to resolve complaints in a timely fashion. When receiving a verbal complaint, staff should listen and seek to understand the complaint, and may attempt to resolve it immediately. If follow‐up is required, basic contact information including name, phone number, and email address should immediately be recorded.
If you have been unable to resolve your concern through the informal process described above, a formal complaint may be made in writing (by mail) to:
Complaints, Regina Food Bank
425-445 Winnipeg St.
Regina, SK S4R 8P2
Please provide your contact information, as the Regina Food bank will not respond to anonymous complaints. If you are unable to register the complaint in this manner due to a disability, you may contact the Regina Food Bank to request accommodation, which will be provided appropriate to your needs and circumstances.
Once you have registered a complaint, the Regina Food Bank is committed to handling the complaint promptly, consistently, and fairly. You will be treated with respect and kept informed of the status of the complaint. The Regina Food Bank will respond to your complaint within 2 business days of receiving the complaint to confirm the complaint has been received and indicate expectations for how long the investigation will take if it can be reasonably assessed at that point.
The Regina Food Bank aims to resolve all complaints within 20 business days of receiving them. If this timeline cannot be met, you will be informed of the reasons and given a revised timeframe. Upon completion of the investigation, you will be provided with clear reasons for the decisions relating to the complaint.
If you are not satisfied with the findings or the corrective action, you may submit a written appeal to the CEO within 10 business days of the receipt of the communication. This written appeal is then submitted to the Chair of the Board and directed to Governance Committee as required. The decision made at this level is considered final.
Complaints About CEO
If you have a complaint about the CEO, or a CEO decision regarding membership suspension/expulsion in accordance with the organization’s bylaws, you may submit a written appeal to the Board of Directors.
The Regina Food Bank will make every effort to ensure confidentiality for the person reporting a complaint or concern. In some programs that receive funding from partner agencies, complaints may need to be shared with those agencies. No person who in good faith and under this policy submits a concern/complaint shall suffer harassment or retaliation.
Formal complaints and resolutions will be recorded on the Complaint Recording Form and reviewed by the CEO. Information recorded includes a description of the complaint, who handled it, timeframe, and a description of the resolution. A summary of formal complaints received including number and type will be reported to the Regina Food Bank’s Board of Directors at least annually.