Privacy Policy

Privacy policy of the Ombudsman de Gatineau

Online : September 20, 2023
Updated : September 20, 2023

1. Responsibility for personal information held

The Ombudsman de Gatineau (OG) is an institution independent of the municipal administration and subject to Law 25 on the protection of personal information. However, the Ombudsman’s files are not governed by the Act respecting access to documents held by public bodies. Thus, the Ombudsman cannot make available for consultation and/or transmit copies of documents he receives during his interventions and investigations.

The OG’s confidentiality policy is in keeping with Ville de Gatineau’s “Governance framework for the protection of personal information”. This policy is a commitment to provide information on how personal information is collected, used, and protected.

2. Use of personal information

The Ombudsman de Gatineau is responsible for protecting the personal information it holds and takes the necessary measures to comply with the requirements of the law. He ensures the confidentiality of the personal information he holds in the performance of his duties. It implements processes and systems to ensure the security of such information.

However, when you provide us with personal information via our Web site after reviewing this policy, you consent to our use and disclosure of that information in the manner described in this privacy policy.

Personal information may be used for electronic mailings related to services for which authorization has been obtained primarily through the complaint form, which are recorded in the complaint file.

3. Contact information for the Ombudsman de Gatineau

• Name: Ombudsman de Gatineau;
• Address: 855, la Gappe blvd, suite 209, Gatineau, Québec (J8T 8H9);
• Telephone number: 819 595-4141;
• E-mail address: ombudsman@gatineau.ca;
• Web site: ombudsmangatineau.ca.

4. Activities of the Ombudsman de Gatineau

The Ombudsman de Gatineau plays a crucial role as an administrative body of last resort for citizens who feel they have suffered prejudice as a result of a decision made by the municipal administration, or who express dissatisfaction with the services offered by the municipal administration. Our mission is to handle complaints according to what is legal and fair.

5. Nature of personal information collected

We may collect different types of personal information, such as:

• First and last name;
• Telephone number;
• E-mail address;
• Street address;
• Language of correspondence;
• Age group;
• Ethnic origin;
• Description of problem.

6. Collection purposes

Personal information is collected for one or more of the following purposes:

• Handling complaints:
  • Personal information collected via the complaint form is required to open a file and is governed by section 22 of resolution CM-2019-100;
  • With the exception of name and street address, anyone may refuse to provide personal information, such as age range, visible minority status, etc.;
  • The complaint form includes authorizations to use personal information and information on the content of the complaint;
  • This information is used strictly for the purpose of handling the complaint, specifically with the staff of the departments concerned.

• Internal communications:
  • During our interventions, we must and may share certain personal information for identification and validation purposes. This personal information may be used in interviews with municipal employees and in written communications.

• Statistics and reports:
  • Statistics and reports: o Personal data and information obtained while processing requests are used for statistical and research purposes and for the production of the annual report.
  • Investigation reports are depersonalized and public. They are available on the OG website.

• Promotion and continuous improvement activities:
  • With explicit consent, first and last names and e-mail addresses may be used for promotional activities to promote accessibility to OG services and to improve services. For example, at any time, you can unsubscribe from the newsletter and refuse to complete the satisfaction questionnaire. This personal information may be communicated to third-party partners in connection with these activities.

7. Technological means of collection

We use various technological means, such as an online form, a Web application and cookies, to collect your personal information securely and efficiently.

8. Transmission of personal information

Personal information held by the Ombudsman de Gatineau is neither sold nor shared. This data may be transmitted to third parties only when informed consent has been obtained. Third parties are subject to the same legal obligations regarding the protection of personal information.

Before transmitting any personal information, the Ombudsman de Gatineau ensures that it is complete and accurate.

9. Rights of access and rectification

In accordance with the law in force, any person has the right to access his or her personal information in order to verify the accuracy and type of data and to request rectification, if necessary. To exercise these rights, please contact us using the details provided in point three above.

10. Withdrawal of consent

You have the right to withdraw your consent to the disclosure or use of your personal information at any time. Please contact us at the coordinates provided in point three above to find out more about the procedures for withdrawing consent.

11. Disclosure to third parties

We host and process your personal information in Quebec. In certain circumstances, it may be hosted outside Quebec, where we engage third-party service providers.

Your personal information may be transferred to countries other than your country of residence, which may have different rules for the protection of personal information. It is subject to the laws of the country in which it is located and may be disclosed to the governments, courts or law enforcement or regulatory agencies of that country.

In some cases, we may share your personal information with third-party service providers for surveys and e-mail promotion of our services. We undertake to take all necessary measures to protect your information and to limit the information used in such transfers.

12. Retention time

Your personal information will be kept in accordance with the document retention rules agreed upon with the Service du greffe..

13. Safety measures

Security and control measures are in place to protect personal information from unauthorized access, disclosure, alteration or destruction.

In the event of an incident, the OG keeps an incident log and fills out a “privacy incident report form”, as required by Ville de Gatineau’s Privacy Governance Framework and Privacy Incident Management Policy.

If you have reason to believe that your interaction with the OG is no longer secure and you believe that the security of the information you have provided to us has been compromised, it is your responsibility to contact us immediately at the address indicated in point three above.

The Ombudsman de Gatineau is subject to Ville de Gatineau’s Privacy Governance Framework and Privacy Incident Management Policy. If you have any questions, you can obtain more information by contacting Ville de Gatineau.

14. Effective date and update

This Privacy Policy is effective as of September 20, 2023. Any updates to this policy will be indicated with the corresponding update date.

15. Accessibility

The OG Privacy Policy is available on our website. Any questions or comments relating to this policy may be addressed to  ombudsman@gatineau.ca.