This document outlines the policies and procedures to be used by West Vancouver Memorial Library Foundation (the “Foundation”) for dealing with privacy complaints.
The Foundation will refer all complainants with complaints or disputes about the collection, use, disclosure and protection of their personal information or other privacy issues to the Foundation Privacy Officer.
A complainant may contact the Privacy Officer directly by telephone,
email or letter at:
Susan Griffin
West Vancouver Memorial Library Foundation Privacy Officer
c/o West Vancouver Memorial Library
1950 Marine Drive
West Vancouver, B.C.
V7V 1J8
Phone: 604 925-7425
Fax: 604 925-5933
Email: foundation@westvanlibrary.ca
All complaints should be in writing and specify the nature and substance of the complaint, the relevant date and the names of any Foundation employees or volunteers involved. The complainant should also attach copies of any relevant documents.
The Privacy Officer will verify the identity of the complainant and inform the complainant that he or she may access the complainant’s information and discuss the complaint with either the Foundation staff or volunteers, as appropriate, in order to investigate and resolve it.
The Privacy Officer may request further information and documents from the complainant and from other the Foundation staff or volunteers in order to investigate and resolve the complaint.
The Privacy Officer will acknowledge receipt of all written complaints (including date of receipt) and will respond promptly in writing. The Privacy Officer will attempt to resolve all complaints in a timely fashion to the mutual satisfaction of the complainant and the Foundation.
If the Privacy Officer is unable to resolve the complaint to the complainant’s satisfaction, the Privacy Officer the complaint may be referred to the British Columbia Privacy Commissioner, whose contact information is as follows:
Office of the Information and Privacy Commissioner for British Columbia
Attention: Privacy Commissioner
P.O. Box 9038, Stn. Prov. Govt.
Victoria, BC V8W 9A4
Vancouver Phone Number: 604 660-2421
Victoria Phone Number: 250 387-5629
Fax: 250 387-1696
Website: www.oipc.bc.ca
The Privacy Officer will inform the complainant in writing about the outcome of the investigation. If the Privacy Officer determines, either before or after an investigation, that the complaint is not well-founded, the Privacy Officer will inform the complainant in writing of this decision and the reasons for it.
Following the resolution of a complaint, the Privacy Officer will initiate any necessary remedial action such as recommending changes in Foundation procedures and in staff training to prevent the circumstances which led to the complaint from occurring again.
The Privacy Officer will keep records of all privacy complaints, including the details of any investigation and the resolution reached. The Privacy Officer will prepare reports for the Foundation management about the quantity, nature and resolution or non-resolution of complaints, and any actions taken to prevent further valid complaints. |
