Legal framework for the protection of personal and private information
Considering that the services available on the site
are offered to residents of the province of Quebec and that the aforementioned site is published in Québec, AXA Assistance Canada is subjugated to apply the articles 35 to 40 of the Civil Code of Québec and the Law concerning the protection of personal information in the private sector, L.R.Q., chapter P-39.1, dealing with the obtaining, holding, and use or communication of personal information to third parties with in the province of Québec.
This law outlines the parameters that a company must respect in order to ensure the protection of a person’s personal information when opening up a file for them. For more detailed information or to learn about the rights and the necessary steps to take when the Law concerning the protection of personal
information in the private sector, L.R.Q., chapter P-39.1, is applied, please consult the Commission d’accès à l’information du Québec’s website at
AXA Assistance Canada is responsible for the managing and use of the personal information that is at their disposition. Thus, AXA Assistance has appointed a position for a person in the company to make sure that the conditions of the Law concerning the protection of personal information in the private sector, L.R.Q., chapter P-39.1 and the statements above are being respected.
AXA Assistance Canada guaranties complete transparency regarding its politics and practices when managing and using the personal information they have obtained. Any person that would like to have additional information regarding the rights and legal steps protected by the Law concerning the protection of personal information in the private sector, L.R.Q., chapter P-39.1, about the measures of security created to ensure the confidential nature of personal information, to send a request, to access or correct their file, to file a complaint, and\or for all other inquiries can communicate with our director of the protection of personal information at the following address:
Obtaining and using information
When do we obtain your personal information?
For a simple visit on the site www.vengo.ca , without interaction or transaction, and no information will be asked of you.The obtainment via a form on screen of your names, address, mail, and certain other personal information about you and your vehicle is required once you would like to proceed with the following actions:
You would like to request membership for one of our Vengo package deals or you would like to renew your membership.
You would like to change online information that you have already provided us.
You are renewing your membership.
You have accepted to respond to one of our polls or you are participating in one of our contests.
You would like to receive information about the different services that we provide or about the package deals we offer, whether it is by mail or by e-mail.
You would like to receive our newsletter Vengonews by e-mail so that you may receive information regarding the new services we and our partners offer. You may cancel this option or stop your registratioin with this personalised service by clicking on the link situated at the foot of the page from your e-mail account or by directly accessing “My Vengo”.
How do we obtain your personal information?
By form: We proceed to the obtainment of your information either when you register for a membership, via our site
www.vengo.ca, or when you contact us at 1 866 708 3646 to purchase one of our package deals.
- By cookies:
What is a cookie?
Cookie is a web based term, designed to name a file in text format by your navigator (Internet explorer, Firefox…) on the hard disc of your computer, at the request of a site, at the time of your visit. It presents itself on your hard disc under the following form:
Its content is formed of various encoded information, difficult to be understood by the user. It can be stored in a temporary or permanent manner on your disc. The installation of cookies on your hard disc is a default made by navigators. Nevertheless, this parameter can be modified and be blocked if you want it to be. However, if you choose to do so, you will not be able to fully benefit from all the functions that our website has to offer. Keep in mind that the usage of cookies is completely harmless, it is in no way a computer virus. On the contrary, its goal is before all, to render a service to the user.
What information is stored by our cookies?
- On the hard disc of all visitors of the www.vengo.ca
website: Your IP address, the operating system and the navigation system used by your computer, language used by your navigator, the number of visits, as well as the actions carried out on the website.
- On the hard disc of all our customers having purchased a Vengo package: Your e-mail and/or Vengo number.
What is its purpose?
- Cookies stored on the hard disc of visitors of the
website : It allows us to post the welcome page directly in your language. The information allows us, after being analyzed, to reveal the navigation defects of our website and therefore helping improve its ergonomics.
Cookies stored on the hard disc of all customers having subscribed to a Vengo package: they allow you to not seize the same information on several pages, while preserving your set preferences. This is the case for your Vengo number or your e-mail when you want to connect yourself to your personal space.
Why do we need to obtain your personal information?
AXA Assistance uses your personal information when carrying out its service activities so that we may identify you in case of a need of assistance. Thus, the obtainment and usage of your personal information are necessary per the conditions of the assistance contract and to its execution. Consequently, AXA Assistance only gathers the necessary and pertinent information that is written in the contract to give roadside assistance services for a limited time period following the payment of a fixed amount. Also, the information obtained could be used in our statistics and polls as to improve the ergonomics of the site.
Who will have access to your personal information?
Our customer service agents so that they can identify you when you call for assistance.
Giving a third party certain information about you: Partners, providers, or other third parties have, at no time, access to your personal, confidential information prior to your consent, except in certain cases foreseen by the Law concerning the protection of personal information in the private sector, L.R.Q., chapter P-39.1. Certain personal information about you is given to our providers when we proceed with a roadside assistance in order for them to be able to confirm your identity. After receiving your consent, we can also give your personal file to our partners when you would like to use their services. Your consent to the communication or the usage of any personal information about you must be evident, free, clear, and must have been given for a specific purpose. Your consent is only pertinent for the allotted period of time for which your request was made.
Limits on obtaining personal information
The requested information is limited to what is necessary in order to assist you with your service needs: name, policy number, etc.
Usage, communication, and conservation limits of your personal information.
The usage and communication of your personal information will be able to be accessed only for the time period for which your membership is valid and will be handled in the manner that is outlined above. Also, in the event that you would like to terminate or abstain from renewing your contract, we keep your file with utmost security for a period of 3 years before destroying it and for this period we must obtain your consent before we can use any of your personal information.
As mentioned above, advertisers, partners, or any other third parties have, at no time, access to your personal, confidential information without your prior consent.
Your full, free, clear, and specific consent is required prior to all communication with third parties and all usage of your personal information, Vengo must explicitly obtain it before giving out your personal information. Thus, when Vengo asks you personal information, you are always explicitly and previously warned and you have been informed that you give us information that will be used in a treatment, this means a number of operations relative to the obtainment, recording, elaboration, modification, conservation, and destruction of your personal information.
Access, rectification, and modification of your personal information
At any pertinent time, you can request of AXA Assistance to access your file in order to consult or modify personal information enclosed in your file. Following your request to consult or modify your file, AXA Assistance must respond in 30 days of the request date. In the event of refusal, AXA Assistance must notify in writing the person refused and explain the reasons for the refusal as well as the steps to take in contacting the Commission d’accès à l’information. In the event that the request for access to the personal information enclosed in your file is accepted, AXA Assistance must send by mail, without fee, an original copy of the file to the person making the request. In the event that the request for modification to the personal information enclosed in your file is accepted, AXA Assistance must send by mail, without fee, a copy of all changed or added personal information, and in some cases a certificate of withdrawal of personal information. However, if AXA Assistance refuses the access or modification request of a file, they will keep the file of this person for the required time period to allow the former to exhaust their rights upheld by the law.
Concerning the modification of your personal information, you can and must at any pertinent time, by calling us at 1 866 708 3646 or by accessing ‘’ My Vengo ‘’ on the site www.vengo.ca
, verify the accuracy of your personal information that is necessary to the carrying out of roadside assistance services offered by AXA Assistance and proceed to the actualisation and|or the modification of the aforementioned information.
DETENTION, ARCHIVING, AND DESTRUCTION OF PERSONAL FILES
Your personal file will be kept in a computer system that is highly secured by AXA Assistance which is located at its branch at 2020, rue University, Montréal, Québec, H3A 2A5. Also, your file will be archived in the same computer system which is protected in the same place as indicated above. The archived files will be kept for a period of 3 years before we proceed to their systematic destruction, except in the event that we refuse an access or modification request to your file, in this case AXA Assistance will keep the implicated file until the person concerned has exhausted all of their rights upheld by the law.
POLICY CHANGES REGARDING THE PERSONAL PROTECTION RIGHTS
In the event that the Law concerning the protection of personal information in the private sector, L.R.Q., chapter P-39.1, is modified or in case there are changes made to the internal policy of the protections of personal information in conjunction with the aforementioned law, AXA Assistance reserves the right to proceed to the aforementioned changes after having informed the members in writing of the service 30 days before the modifications and the foreseen changes are carried out.
TRANSMISSION OF YOUR PERSONAL INFORMATION VIA INTERNET AND COMMERCIAL TRANSACTIONS ONLINE
AXA Assistance has created and applied security measures in order to ensure the confidential nature of the information that you submitted online on the Internet and the information relative to your credit card during the transaction undertaken on the site www.vengo.ca
. Consequently, the site www.vengo.ca
is extremely secure technologically speaking. Thus, when you provide your personal information via our Internet site (via an electronic form), the technology used on our site decrypts all of your information and thus ensures your personal information’s (relative to your credit card) protection and security. Also, we absolutely do not keep your credit card information, but all other personal information that you provide us will be kept for internal use in order to carry out the assistance services you need or to send you information. However, because no security system is 100 percent infallible, AXA Assistance is exonerated from all responsibility regarding the illegal use of your personal information, except in the event of a major or intentional mistake.
Exercise regarding the steps to take in the event of a disrespect of principals of the protection of personal information
In the event of a disrespect of principals of the protection of personal information enclosed in articles 35 to 40 C c Q. and the Law concerning the protection of personal information in the private sector, any person interested can submit a request to the Commission d’accès à l’information. In order to do so or for more information, we refer you to the Commission d’accès à l’information’s site (www.cai.gouv.qc.ca
) or to our director of the protection of personal information at the following e-mail address: email@example.com