Privacy Policy

Home Privacy Policy

Last updated on Nov. 11, 2022.

Serco Canada Inc. and its subsidiaries and affiliates (collectively “Serco” or “we” or “our”) are committed to respecting your privacy. This Privacy Policy describes how we collect, use, disclose, store, and otherwise process information that may identify you as an individual (“Personal Information”) when you request training and/or services to help you seek, obtain, and retain employment.

In addition, this Privacy Policy states how you can control the collection, correction, and/or deletion of your Personal Information. We will not use or share your information with anyone except as described in this Privacy Policy. We urge you to read this Privacy Policy so that you understand our commitment to you and your privacy, and how you can participate in that commitment.

By providing your Personal Information to Serco in the ways described in this Privacy Policy, you agree that you are authorized to provide that information and are accepting this Privacy Policy and any supplementary privacy statement that may be relevant to you. You have the right at any point to revoke consent and Serco will stop using and processing your Personal Information.

I. General

This Privacy Policy is based on Canadian Standards Association’s Model Code for the Protection of Personal Information and complies with Canadian privacy laws governing the handling of information about an identifiable individual, including the Personal Information and Protection of Electronic Documents Act (Canada) and the Freedom of Information and Protection of Privacy Act, R.S.O. 1990, c. F. 31, as amended.

II. Information we collect

Serco will collect, either directly or indirectly through its third-party service providers, the following information from you:

  • Client names, birth dates, addresses
  • Social Insurance Number
  • Education level
  • Work experience
  • Disability information
  • Criminal record
  • Essential skills

III. Why we collect this information

Serco collects this information to provide you with employment services and training. In some cases, this involves sharing your information with third-party service providers for the purpose of providing you with the information, products, or services you have requested.

IV. Consent

We will only process your information if you have given us specific permission (i.e., express consent) to the indirect collection of your personal information and to use your personal information to provide you with training and/or services to help you seek, obtain, and retain employment. You can withdraw your consent at any time by exercising your rights as described under Art. VIII of this Policy. Serco shall maintain records of your consent for a period of seven (7) years.

In some exceptional cases, we shall be legally permitted under applicable law to process your information without your consent.

V. When and with whom we share your personal information

Only authorized users have access to your information. The Personal Information you provide to Serco is never disclosed to third parties without your consent, except in some exceptional cases as mentioned above and below. We do not sell your Personal Information to other organizations or companies. When Personal Information is shared with others, it is only in ways that have been explained to you in advance for purposes consistent with this Privacy Policy. The limited exceptions to this rule are:

  • Serco may share your Personal Information with third parties such as vendors, contractors, and other service providers who we engage to perform tasks necessary for providing Ontario EST services. These parties only have access to such information as necessary to perform their functions. For example,
    • ESCases is the case management system that assists Service Providers in client management and ensuring Service Providers are meeting their contractual requirements. For more information on ESCases’s privacy policy, please visit: https://escases.ca/privacy-policy/.
    • Thrive hosts the platform where job seekers can search for employment opportunities. For more information on Thrive’s privacy policy, please visit: https://thrivemycareer.com/legal/privacy.
  • Serco may be required by law enforcement, government institutions, or judicial or regulatory authorities to provide information on individual users without notifying you.
  • Your information may be disclosed on a confidential basis as part of an investigation into a suspected breach of contract, a violation of Serco’s policies or procedures, or a contravention of the law.
  • Serco may be required to share your Personal Information in the context of resolving a data security breach or legal proceedings.

VI. Data location and security

All personal information will be stored inside Canada residing in Canadian data centres with established ISO/IEC security standards meeting GO-ITS 25.0 General Security Requirements.

Any employee or subcontractor of Serco that has any level of access to personal information as an authorized user of any Serco, Ministry, or third-party electronic systems used to collect personal information will have their user access revoked immediately upon their resignation, termination, permanent lay-off, or an extended leave of absence (other than vacation or short-term sick leaves).

VII. Data retention

Serco will ensure the secure and irreversible destruction of paper or electronic records containing personal information when it is no longer needed to deliver Ontario EST services or to comply with Serco’s obligations under the contract with Ontario or relevant law, or upon your request to delete your information from Serco’s systems. A record of your express consent will be retained for seven (7) years.

VIII. Your rights

You may request Serco destroy, erase, or anonymize your personal information that is no longer required for the employment services. You may also submit a request for information relating to your personal information held by Serco and/or additional details of all third party disclosures. All reasonable efforts will be made prior to the release of information to confirm your identity.

You have the right to access, update, delete or limit the use and disclosure of your Personal Information. If your Personal Information changes or is inaccurate, you have the right to request changes. Please notify us and we will update or correct your Personal Information. At any point in time, you can contact us to confirm if your Personal Information is still being processed and request access to it. If you desire to obtain or transfer your Personal Information, subject to identity verifications, we will provide you with your Personal Information in a structured and commonly used electronic format.

Except where exemptions apply, you have the right to request Serco erase all of your Personal Information on a number of grounds, including but not limited to (i) if the Personal Information is no longer necessary for its original purpose and no new lawful purpose exists; or (ii) if the lawful basis to processing your Personal Information is your consent and you withdraw that consent.

You have the right restrict the processing of your Personal Information at any time on multiple grounds such as to contest the accuracy of your Personal Information. This right means we will refrain from using your Personal Information during the period for which this right is applied.

If you wish, at any time, to exercise any of these rights or otherwise obtain further information, please contact [email protected].

IX. Responding to a request

If Serco receives a request, we will respond within thirty (30) calendar days of request receipt. If Serco requires more time, we will inform you of the reason and extension period in writing. Serco will take reasonable steps to verify the identity of the requester and may refuse the request if the identity cannot be confirmed.

Where Serco has disclosed your Personal Information to third parties, as per this policy, and except where compliance would require disproportionate effort, Serco will notify those third parties of your request.

X. Changes to this privacy policy

In order to keep up with changing legislation and best practices, we may revise this Privacy Policy at any time. Any changes to this Privacy Policy will be posted here. Where required by applicable privacy law and there is a significant change to this Privacy Policy, we may alert you by placing a notice on our website. We encourage you to frequently check this page for any changes. We include the date this policy was last updated at the top of the page. You acknowledge and agree that you are responsible for periodically reviewing this Privacy Policy.

XI. Questions and contact information

Serco takes full responsibility for the management and confidentiality of the Personal Information it collects through its website, events, products, or services. By providing this Privacy Policy, Serco pledges its continued commitment to protecting the Personal Information you give us. We regularly review our online information handling practices to ensure that we are abiding by this Privacy Policy. If you believe Serco is not abiding by this Privacy Policy or have concerns about Serco’s Personal Information handling practices please contact us at [email protected].