4.9 PRINCIPLE 9: CUSTOMER ACCESS
Upon request, a Customer shall be informed of the existence, use, and disclosure of his or her personal information and shall be given access to that information. A Customer shall be able to challenge the accuracy and completeness of the information and have it amended as appropriate.
NOTE: In certain situations, Wawanesa may not be able to provide access to all the personal information it holds about a Customer. Exceptions to the access requirement shall be limited and specific. The reasons for denying access shall be provided to the Customer upon request. Exceptions may include prohibitive cost, personal information that contains references to other individuals, information that cannot be disclosed for legal, security or commercial proprietary reasons, and information that is subject to solicitor-client or litigation privilege.
4.9.1
Upon request, Wawanesa shall inform a Customer whether or not Wawanesa holds personal information about the Customer. Wawanesa shall allow the Customer access to this information. However, Wawanesa may choose to make sensitive medical information available through a medical practitioner. In addition, Wawanesa shall provide an account of the use that has been made or is being made of this information and an account of the third parties to which it has been disclosed. If such a request is denied, the Customer shall have the right to be given reasons, for the denial and information on how to challenge such denial including:
(a) an invitation to the Customer to send a letter to Wawanesa's President requesting reconsideration of such denial;
(b) a commitment by Wawanesa to open promptly a dialogue with the Customer; and
(c) a commitment by Wawanesa to participate in an independent mediation process should the parties be unable to resolve the dispute.
4.9.2
A Customer may be required to provide sufficient information to permit Wawanesa to provide an account of the existence, use, and disclosure of personal information. The information provided shall only be used for this purpose.
4.9.3
In providing an account of third parties to which it has disclosed personal information about a Customer, Wawanesa shall attempt to be as specific as possible. When it is not possible to provide a list of the organizations to which it has actually disclosed information about a Customer, Wawanesa shall provide a list of organizations to which it may have disclosed information about the Customer.
4.9.4
Wawanesa shall respond to a Customer's reasonable request within a reasonable time and at minimal or no cost to the Customer. The requested information shall be provided or made available in a form that is generally understandable. For example, if Wawanesa uses abbreviations or codes to record information, an explanation shall be provided.
4.9.5
When a Customer successfully demonstrates the inaccuracy or incompleteness of personal information, Wawanesa shall amend the information as required. Depending upon the nature of the information challenged, amendment could involve the correction, deletion or addition of information. Where appropriate, the amended information shall be transmitted to third parties having access to the information in question.
4.9.6
When a challenge is not resolved to the satisfaction of the Customer, the substance of the unresolved challenge shall be recorded by Wawanesa. When appropriate, the existence of the unresolved challenge shall be transmitted to third parties having access to the information in question.
