At Credential Direct, the protection of your personal information is of the utmost importance. We collect personal information to establish and operate your account(s) with us. We obtain most of the information directly from you with your consent. The decision to provide us with your personal information always rests with you. We may, however, be limited in our ability to provide you with certain products and services, if you decline to provide us with information essential to fulfill your request.

Protecting privacy

  • We will keep your personal and business information confidential
  • We will allow you to control how we collect, use and disclose your personal information by first acquiring your informed consent
  • We will allow you access to the personal information we have about you
  • We will not sell your information to third parties


Our principles:

We will be responsible for protecting all of your personal information that is in our control or is transferred to third parties with your consent. Our Privacy Officer will be accountable for ensuring our compliance with the principles described in this policy and applicable federal or provincial privacy legislation.

Identifying purposes
The purpose(s) for which your information is being collected will be identified, explained, and documented at the time of collection.

We will obtain your consent prior to collecting, using and disclosing your personal information. Your informed consent (express or implied) will be required for the collection, use or disclosure of personal information (except where permitted or mandated by law).

Limited collection
We will only collect personal information that is needed for the specific purposes we will explain to you.

Limiting use, disclosure and retention
We will use and disclose your information only for the purposes we will identify, or when it is mandated or permitted by law. We will retain your information only for as long as it is necessary.

We will keep your information accurate, complete and up to date as is reasonably possible. On occasion we may require you to update your information to ensure that our records of your profile are up to date.

We will safeguard your information with appropriate protective and security measures.

Within a reasonable time after receipt of your written request, we will provide you with specific information on our personal information management policies and procedures. We will provide you with information that is easily understandable and we encourage you to contact us with any questions.

You will have the right to review any and all personal information we have about you, except where we are required or permitted by federal or provincial law to deny you access for a specific reason. We encourage you to verify the accuracy of your personal information and inform us of any corrections that need to be made.

Challenging our compliance
If you have any concerns you will be able to request that our Privacy Officer investigate the matter and respond to your concerns (generally within thirty days).

1. What is personal information?
“Personal information” can generally be defined as information that identifies you as an individual. It includes, but is not limited to:

  • Your name and address
  • Your age and gender
  • Your financial history
  • Your identification numbers including your social insurance number
  • Personal references you have provided to us
  • Your employment history

It does not, however, include business information, such as, title or business address.

2. Why do you ask for my personal information?
We will only collect the information we need to provide you with our services and products. The purpose(s) for using your personal information will be explained to you so that you may provide us with informed consent.

To better serve you we may ask for your personal information for the following purposes:

  • To protect you and Credential Direct from identity theft and fraud
  • To better serve your investment needs
  • To comply with federal and provincial legislation

You will have the option of not providing us with personal information. However, we may not be able to provide you with the product or service you requested or that we have offered to you. We will ensure you are aware of why we need to collect, use or disclose your personal information when you apply for any of our products or services. If we have a new purpose for using your personal information we will again seek your informed consent.

3. Where will you collect personal information from?
A majority of the information we will collect comes directly from your application for our products or services. With your consent, we may also acquire your personal information from credit bureaus, income sources and personal references you have provided. We will only request information that is directly relevant to your financial standing.

4. Who will you disclose my personal information to?
Generally, we will not disclose your personal information without your prior and informed consent.

With your prior consent we may disclose your personal information to other companies within Credential Group and to third parties outside Credential Direct who assist us in serving your best interests (including your financial institution). We will only disclose to these third parties the information that is necessary to serve your investment needs. We will select third party service providers that use comparable safeguard standards to our own. Before releasing any personal information to these third party service providers, we will require them to sign binding contracts whereby they agree to safeguard all of your personal information.

However, the law permits or requires us to collect, use and disclose personal information without your consent in certain circumstances such as:

  • To assist investigative authorities or the courts
  • To protect the public interest (e.g. To combat fraud or money laundering)
  • To protect our interests; and
  • To protect your interests when your consent cannot be obtained in a timely manner

Details of these exceptions will be provided in your application form.

As Credential Direct continues to grow, we may expand or sell our businesses. The law permits us to disclose your personal information in such a business transaction. The receiving party must collect, use, and disclose the information only for the purposes for which you initially granted your consent to us. Such party will also be subject to the principles of our Privacy Policy and the relevant legislation protecting your privacy.

5. Will I be able to withdraw my consent?
You will be able to contact us to withdraw your consent at any time, provided there are no contractual or other legal requirements limiting such withdrawal. Our Customer Service Representatives will explain your options and any consequences of withdrawing your consent.

If you do not want us to share information with our affiliates or any third party service providers who assist us in servicing your account, please contact us at any time.

If you do not consent to certain uses of your personal information, or if your consent is properly and legally withdrawn, we may not be able to provide you with certain products or services. We will thoroughly explain the consequences to help with your decision.

6. How will you safeguard my personal information?
We will use a variety of security measures to protect your personal and investment information including:

  • Locked fireproof cabinets
  • Electronic security
  • Secured retention and destruction of information
  • Restricting employee access to files and data centers

Our Privacy Officer will be responsible for the review and adjustment of our security procedures. Our Privacy Officer will ensure our Privacy Policy is properly administered and that our security measures are up to date and effective.

7. How will I be able to find out what personal information you have collected about me?
You will be able to make a written request to know what personal information we have concerning you. You will have to provide us with a written request that has sufficient detail to enable us, with reasonable effort, to identify you and your personal information. We will generally respond within thirty days with the information you have requested or with a detailed response explaining why that information is withheld.

8. How will I be able to change or correct my personal information?
If you will need to change your personal information or you become aware of an error in the personal information we have on file for you, please contact one of our Client Service Representatives toll-free at 1.877.742.2900. You will have to provide us with a written request that has sufficient detail to enable us, with reasonable effort, to identify you and the personal information or correction being sought.

We will correct inaccurate or incomplete information within a reasonable time and notify you when such changes are completed. There is no charge for correcting your information. We will also ensure that any third parties that have received your personal information from us are notified of such changes or corrections. If there is any information that is still in dispute, we will make a note on your file.

9. How long will you keep my personal information?
Your personal information will be kept on file for as long as we need it to provide you with the products or services you have requested and to meet legal or regulatory requirements. The length of time your personal information is retained may vary according to the product or service and the sensitivity and nature of the information. This period may extend beyond the termination of our relationship for as long as it is reasonably necessary for legal or business purposes. After your information is no longer needed for the specific purposes identified to you, we will destroy, delete, erase or convert your personal information to an anonymous form.

10. Who will I be able to contact if I have any questions regarding your privacy policy?
If you have any questions or concerns about the way your personal information is collected, used, or disclosed by Credential Direct, you will be able to contact us at:

Credential Direct
#700-1111 West Georgia Street
Vancouver, British Columbia,  V6E 4T6
p: 1-877-742-2900
f: 1-877-742-2901

Our complaint process will be in accordance with relevant federal and provincial privacy legislation and will be fair, impartial and confidential.

Collection of information
Before you sign-in to the Credential Direct Website, we do not, without your knowledge, collect any personal information about you while you are visiting our site. We do, however, collect anonymous information such as IP addresses (the Internet address of a browser’s computer), browser types, the pages viewed, the time and date of your visit, which site you came from, plus any Internet ads you may have clicked on to reach our site. This statistical information helps us to understand how our Website is used (e.g., which pages or sections are most popular and when are peak activity times) as well as how visitors find our site. This information also assists us in planning for future improvements to the site to better meet visitor needs. This information cannot in any way be used to personally identify a visitor.

When you email us an inquiry, your email address may reveal confidential information such as your name and organization. Any information you provide will be kept confidential and will only be used to respond to your comments or questions. Please note that email inquiries are not encrypted and others could view the contents of your message when your message is sent over the Internet. For this reason, do not include confidential information such as account numbers or other personal information in email messages.

In certain areas of our Website, you may be asked to provide information that allows us to enhance your site visit or to answer any inquiries you may have about our products and services. This information could include your name, phone number, address, email address, and any additional information that is required when opening an account with Credential Direct. In certain cases we will collect information from consumer-reporting agencies.

When you sign-in to the Credential Direct Website, we may maintain a database of all your instructions and transactions.

Cookie policy
A cookie is a small piece of information that is stored on your web browser by a particular Website. The Website can later retrieve this information from your computer when you visit the site again. Credential Direct uses cookies on our site. Cookies help us track which areas of the site are most popular and to gauge usage patterns.

To expedite the sign-in process, you can also elect to store your User ID on your computer’s hard drive. Your User ID will be stored in a separate cookie, and will be populated in the appropriate box on the sign in screen. Your password will not be stored on your computer.

Once you have signed in to the Credential Direct Website, a cookie is used to track your user session, securely verifying your identity when using the Website.

Keeping your information private
We do not give, sell, rent, share or trade identifiable personal information to third parties unless required to do so by law, or in the following limited situations:

  • We will disclose personal information to companies that assist us in processing your transaction.
  • We may also disclose information about you to third-party companies in order to provide you with additional market data, research and tools. This information is generally limited to your first name, last name, and a unique identifier, which contains no other personal information.

External links
You may notice that our site contains a number of links to external Websites. Credential Direct cannot be responsible for the content or privacy policies of these other Websites.

Questions and concerns
If you have any questions or concerns, please contact us.

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