Updated: April 11, 2022
Your privacy is invaluable. That's why we take the protection and confidentiality of personal information you entrust us with very seriously.
To generate prevention notifications, maintain The Personal mobile application or meet our legal obligations, we need to collect, use and disclose certain personal information.
Getting your consent
What is my consent to the collection, use and disclosure of my personal information?
By giving your consent, you authorize us to collect, use and disclose your personal information to allow you to participate in the Alert program and meet our legal obligations.
We will get your consent directly from you to allow us to collect, use and disclose your personal information in accordance with the Policy.
If you have to provide us with personal information about another person (like one of your emergency contacts), make sure you have their consent before doing so. You'll also need to let that person know that we will collect, use and disclose their personal information for the purposes stated in the Policy or in accordance with applicable laws.
We collect, use and disclose only the personal information that is necessary, unless we have obtained your prior consent or we are permitted or required by law to do otherwise.
This consent to the collection, use and disclosure of your personal information is required for participation in the Alert program and takes precedence over any previous consent provided in connection with the program. Your consent will remain valid for as long as you use the application or the Alert program is activated in it.
Can I withdraw my consent to collect, use and disclose my personal information or refuse to provide certain personal information?
Downloading the application and activating the Alert program are entirely voluntary. If you do not agree to certain personal information management and protection practices or to the Terms and Conditions, you should not activate the Alert program in the application. If it is already activated, you should stop using it. Please refer to the Alert Program Terms and Conditions for more information.
If you decide to withdraw your consent to the collection, use and disclosure of the personal information necessary for participating in the Alert program and meeting our legal obligations, we may not be able to offer you the program. Your eligibility for certain advantages and discounts on your home insurance policy for subscribing to a professional monitoring service may no longer be available to you.
Collecting only what's necessary
What personal information is being collected about me and how is it collected?
We collect your personal information from 4 main sources:
- Directly from you
- When you browse our website
- When you use the application
- From Roost
A) Directly from you
When you communicate with us, regardless of the method used (for example by telephone, email or online chat), we ask you to provide personal information. For example, we need to identify you by asking you to answer authentication questions.
The same approach applies if you contact us to get information about the Alert program or the application, request a refund or make a complaint.
In addition, for us or an affiliated general insurance company to offer you home insurance discounts you might be eligible for, we ask you to provide your insurance policy number and your date of birth.
B) When you browse our website
When you browse our website, we collect the address of the website you visited and the language you viewed it in.
When you use our application or visit our website, your information may be stored in cookies and other mobile and web measurement tools that we or third parties install on your computer or device. Cookies help tailor your experience interacting with the application or our website.
C) When you use the application
Once you've downloaded the application, in order to create your account and confirm your identity, we ask you to provide us with personal information like your first and last name, province, email address and cellphone number.
When you set up your security system in the application, we collect the home address where the system is installed and the serial number for the system's smart base (MAC address).
We also collect data and personal information about your use of the security system within the application:
- Security system status (armed or disarmed)
- Name of each device connected to the security system that you enter in the application
- Security system settings that can be changed in the application
- First and last name and telephone number of the emergency contacts that you choose to put in the application
We temporarily collect the various system passwords (4-digit codes) that you create and assign in the application to be used by you, other security system users and designated emergency contacts. We do not store these passwords; they are recorded directly into your security system by Roost.
Finally, we collect data about the connection settings for your home Wi-Fi network that you use to keep the security system connected to the internet and working.
D) From Roost
Once your security system is installed and working, we collect certain data and personal information from Roost about events detected by the devices connected to your system's smart base. The data and personal information described below is first collected securely by Roost from your system through your home's Wi-Fi network or the cellular network. Then it is securely provided to us in real time using an anonymous identification number to protect your personal information.
The following data and personal information are collected by the security system devices (meaning the smart base, keypad, door and window contacts, motion detector, water and freeze detectors, and/or smoke alarm listener):
- Date and time of the event detected by the device
- Device battery charge level
- Wi-Fi network and cellular network connection quality
- System or a system device connectivity, as applicable
- Device AC or battery power status
- Security system status (armed or disarmed)
- User ID of the person who changed the security system status
- Silent panic alarm initiation events
- Motion detection events
- Water or freeze detection events
- Humidity level at a given time
- Temperature at a given time
- Open and close events for each door and window contact
- Smoke alarm sound detection event
Roost also provides us with your professional monitoring service subscription status.
How long will my personal information be collected?
Your information is collected as soon as you create your account in the application. It continues to be collected for as long as your security system is installed and active in your application or connected to the internet. Only devices that are compatible with Roost's security system can be connected to the smart base.
The security system temporarily or permanently stops collecting data if any of the following happen:
- One or more devices are not correctly connected to the smart base
- The smart base is connected neither to the Wi-Fi network nor the cellular network
- You stop participating in the Alert program by uninstalling your security system from your home and from the smart base settings in the application
- We or Roost terminate your participation in the Alert program for the reasons stated in the Terms and Conditions or the Alert program is discontinued
Being transparent about our practices
What do you use my personal information for?
We use your personal information for the purposes identified below and to meet our legal obligations.
We'll inform you if we plan to use your personal information for any other purpose, unless we are legally authorized to use it otherwise.
As such, before we can serve you and provide you with the Alert program, we must:
- Confirm who is participating in the Alert program by verifying that you are who you say you are (identify you and validate your identity).
- Ensure that your personal information is still accurate, complete and up to date before we use it; however, it is your responsibility to inform us of any changes.
Assess your eligibility for the Alert program
- Assess whether you meet the eligibility requirements for the Alert program.
Offer you the benefits of the Alert program
- Send you notifications in the application or by text message, according to your communication preferences, in the event of smoke, a break-in, a water leak, freezing temperatures or a power outage. You can prevent the application from sending you notifications at any time by changing your communication preferences in the application. However, if you disable notifications, it could affect your ability to react to events detected by the system devices.
- Offer you or enable you to be offered home insurance premium discounts you might be eligible for from us or an affiliated general insurance company, as applicable.
- Design statistical models to deliver products, services and other advantages in connection with the Alert program that meet your needs.
- Maintain the application you downloaded and the Alert program you activated.
- Communicate with you about the Alert program and your application by email, mail or telephone.
- Handle inquiries, complaints and dissatisfaction.
Manage the risks associated with our activities
- Assess and monitor the performance of the Alert program in the application, improve them and create new related services.1
- Develop, maintain and improve internal audit systems, processes, methods, practices and procedures.
- Design statistical models and build dashboards, indicators and other types of reports to assess and further develop our insurance risk management mechanisms.1
- Find, identify and assess risks to continuously improve the Alert program and the application.
- Design statistical models and build dashboards, indicators and other types of reports to monitor operations and ensure the security of your information.1
We must also use your personal information to meet our legal obligations to prevent cyber threats, fraud and other financial crimes, and respond to information requests, warrants and orders from courts and other organizations.
We do not use your email address or your cellphone number to contact you about products and services other than those in the Alert program, unless we've received your consent to do so.
In addition, if you are insured by us, we do not use the personal information collected to cancel or nullify your home insurance or to refuse to renew it. We do not use the personal information collected to your disadvantage in the event an insurance claim is made by or against you. Finally, we do not use the personal information collected to increase or decrease your home insurance premiums. If you are insured by an affiliated general insurance company, your information is also not collected or used by the applicable affiliated general insurance company in the manner described above.
Who has access to my personal information?
Access to your information is limited to our employees, service providers, consultants, agents, and representatives who need access to it to perform their duties.
Our employees and consultants commit annually to protect the confidentiality of the personal information they need while performing their duties and must regularly take security and privacy training.
Who can my personal information be disclosed to?
Our commitment is clear: we will never sell your personal information to anyone.
However, we may need to disclose your personal information to third parties for the purposes of the Alert program and in the normal course of business.
Affiliated general insurance companies
Certain personal information may be disclosed between us and an affiliated general insurance company that you have a home insurance policy with, if applicable, for the purpose of confirming your eligibility for any discounts.
Courts, authorities and other agencies
Certain situations require us to disclose your personal information to courts, law enforcement authorities and other agencies.
This may be necessary to prevent cyber threats, fraud and other financial crimes, to respond to requests, warrants and orders, or to meet our insurance obligations.
Suppliers and partners
We may disclose personal information about you to suppliers and partners.
Suppliers and partners could include, but are not limited to, the following:
- Information technology services and products companies
- Consulting firms mandated by us
- Cloud, web-hosting and data-processing services
- Legal services
We entrust our suppliers and partners with the personal information they need to perform their duties, functions and contractual obligations with us.
In addition to being subject to confidentiality obligations, the employees of suppliers who have access to personal information must also fully comply with our contractual requirements. Lastly, our suppliers and partners must apply adequate physical, information technology and administrative security measures.
More specifically, we provide Roost with only the personal information and data that is necessary to provide you with the Alert program. Personal information is securely transmitted through a wireless network using an anonymous identification number to protect your personal information.
We'll inform you if a new need arises, unless we're authorized by law to disclose your information without your consent. In all cases, we ensure the protection and confidentiality of the personal information we disclose.
Protecting the security and confidentiality of your information
Is my personal information secure?
We apply the necessary security measures rigorously to ensure the protection of your personal information.
These measures may consist of:
Technology security measures
- Data encryption
- Access management system
- Monitoring and control to detect suspicious activity
- Any other security measures required to limit access
Administrative security measures
- Access to your information limited to our employees, consultants, agents and representatives who need it to perform their duties
- Adherence to the Code of Professional Conduct and annual certification required for all our employees and consultants, with strict rules governing the protection of personal information
- Regular training and education of employees and consultants on the Code of Professional Conduct, policies, practices and procedures on security and privacy
- Policies and procedures for monitoring, investigating and updating security systems and measures
- Ongoing monitoring and control to detect suspicious activity and potential deviations from our directives and policies
Where is my personal information stored?
Your information is usually stored in Canada, but we may use suppliers or partners in other countries. If required by law or court order, those countries' legal authorities may have access to it, including law enforcement and national security agencies.
If we need to disclose personal information to our suppliers and partners, we will ensure the protection and confidentiality of this personal information meets our own requirements and will ask these suppliers and partners to contractually agree to comply with and respect these requirements.
In all cases, we'll ensure the protection and confidentiality of your information.
How is my personal information stored?
We store your personal information in a secure and confidential manner for as long as necessary to fulfill the purpose for which it was collected and meet our legal obligations.
For example, in Canada, we're subject to laws and regulations that stipulate minimum retention periods. The retention periods must take into account the exhaustion of potential remedies and limitation periods applicable in Canada. These retention periods vary depending on the situation. Therefore, we may retain your personal information after your relationship with us has ended.
When and how is personal information disposed of?
Once the retention period has expired, we ensure that your personal information is safely disposed of or de-identified. While deletion is a final and irreversible disposal process, de-identification means that your personal information is altered so that it can no longer directly or indirectly identify you.
Deletion and de-identification are carried out in a secure manner, in accordance with applicable best practices.
Respecting your rights when it comes to your information
Can I access, correct or update my personal information?
Yes, you can access your personal information at any time.
To do so, you must submit a written request to us. Your request must be detailed enough to allow us to identify the documents or other media containing the personal information you wish to access.
We may need to validate your identity and the reason for your request.
We'll inform you if there are any fees for processing your request. These fees, if any, are reasonable and are usually limited to the cost of transcription, reproduction or transmission. In such cases, we'll ask for your permission before proceeding.
Yes, you can correct inaccurate and incomplete personal information we have about you.
If you wish to correct any inaccurate or incomplete personal information we have about you, you can make the changes in the application. You can also contact us.
Some personal information cannot be changed directly in the application. For example, for a change of address, you're responsible for contacting us to update your personal information.
What can I do if I have questions or if I'm not satisfied with the handling of my personal information?
If you have a question, concern or complaint about the processing of your personal information, you can:
- First, contact us.
Talk to a customer service employee to ensure that your complaint or concern is addressed in a timely manner. Call us:
Elsewhere in Canada: 1-888-277-6481
- If you're not satisfied with the response you received, you may contact the Desjardins Group Chief Privacy Officer.
Office of the Chief Privacy Officer (Mylène Sabourin)
100 Rue Des Commandeurs
Lévis, QC G6V 7N5
You must provide your name and contact information, the nature of your request, the name of the department or person you have already contacted and any relevant information.
If you wish, you may also contact the appropriate provincial or federal privacy commissioner.
Understanding our Policy
Any person who downloads the application and participates in the Alert program.
What does it apply to?
We collect, use, disclose and protect your personal information in accordance with Canada's privacy laws.