Privacy Policy
Safeguarding your Personal Information
At London Drugs, we will not collect, use, or disclose your personal
information without your consent - except as required or permitted by law. We do
not and will not sell or rent your personal information to anyone for any
reason. Personal information you provide to us will only be used
by us as part of our ongoing efforts to provide you with superior service and
selection.
We know that we earn your business and your trust with each transaction. And
that is why we will take every step necessary to protect your privacy by
safeguarding any personal information we collect, provide to third-party service
providers and/or store during the course of doing business together.
Our mandate for protecting your privacy is to ensure that our privacy standards
meet or exceed the guiding principles established in federal and provincial
privacy legislation.
London Drugs is responsible for personal information it holds or is under its
control, including the personal information it entrusts to service providers.
We have designated a person to act as our Privacy Officer, whose duties will
include monitoring London Drugs compliance with relevant legislation, replying
to our valued customer's questions, as well as responding to requests by
individuals for access to and correction for any personal information London
Drugs has collected on them.
We adhere to Ten Privacy Principles to ensure your personal information is
protected.
London Drugs 10 Principles of Privacy Protection
Principle 1 - Accountability
London Drugs is responsible for maintaining and protecting the customer
information under its control. In fulfilling this mandate, London Drugs
has designated an individual who is accountable for the Company's compliance
with the Ten Privacy Principles.
Principle 2 - Identifying Purposes
The purposes for which your information is collected, used or disclosed shall be
identified before or at the time the information is collected, used or
disclosed. London Drugs will limit the collection and use of your
information to the minimum we require to deliver superior service to you, our
customer; this includes advising you about our products, services and other
opportunities, and to administer our business.
Principle 3 - Consent
Your knowledge and consent (express or implied) are required for the collection,
use or disclosure of your personal information except where required or
permitted by law.
Principle 4 - Limiting Collection
Any personal information we collect from you is limited to those details
necessary for the business transaction, as described further below, and we only
collect this information using fair and lawful means.
Principle 5 - Limiting Use, Disclosure and Retention
We will only use or disclose your personal information for the purpose for which
it was collected - unless you provide us with consent to do otherwise or
when it is required or permitted by law. We will not retain your personal
information any longer than required to fulfill the needs of why we collected
the information to begin with.
Principle 6 - Accuracy
Our commitment is to maintain your personal information as accurate, complete
and up-to-date as is necessary for the purpose that we collected it for in the
first place.
Principle 7 - Safeguarding Customer Information
At London Drugs, we are committed to protecting your personal information with
safeguards appropriate to the sensitivity of that information.
Principle 8 - Openness
At London Drugs, we will answer your questions about our privacy policies,
procedures, and our management of your personal information in as understandable
a format as possible.
Principle 9 - Customer Access
If you require details on your personal information at London Drugs, please send
us a written request. Upon receipt of this request, London Drugs will
inform you of the existence, use and disclosure of your personal information and
will provide access to that information, except where the law requires or
permits London Drugs to deny access. We will provide you information
within a reasonable time period and provide an explanation if we are unable to
meet your request. Some inquiries may entail a charge, but we will provide
an estimate for the amount in advance.
Principle 10 - Handling Customer Complaints and Suggestions
Our commitment is to handle questions about our privacy principles, practices or
any suggestions to improve promptly. Please direct your communications to the
London Drugs Chief Privacy Officer at
privacy@londondrugs.com .
Categories of personal information we collect, use and disclose
At London Drugs, we gather and use personal information to provide you with the
services you have requested or to offer additional products and services we
believe you might be interested in. Providing us with your personal information
is always your choice. Most of the information we collect comes to us directly
from you, and only with your consent.
The types of information we may ask for depends on the nature of our service to
you.
In-store purchases
We do not, as a condition of the supply of a product or service to you,
require you to consent to the collection, use, or disclosure of your personal
information beyond that information which we require to deliver superior service
to you, our customer; this includes advising you about our products, services
and other opportunities, and to administer our business.
We may need to collect contact and payment information from you to complete a
transaction. Examples where we may need contact information includes
arranging for home delivery of items you may have purchased, facilitating
product repairs and servicing, performing in-home installations, facilitating
manufacturers warranty coverage, processing rebate requests, offering service on
extended warranty plans and accepting product returns.
Should we wish to use this contact information to send you promotional
information we will ask for your consent.
We may also send you a thank you letter following a purchase from certain of our
departments. This will typically be the only communication you will
receive following a purchase and it is truly our way of saying thank you for
your business.
London Drugs Online Store
The information provided by you to make a purchase on London Drugs
Online Store is collected by London Drugs Limited to process your online
transaction. In order to protect you from a fraudulent transaction, London Drugs
Limited may provide your personal information, including but not limited to your
address and credit card information, with a reputable third party organization
to perform an address verification. This address verification is intended to
ensure that the "Bill to" address that you have provided matches your credit
card address.
London Drugs Wish List
The information provided by you to create your personal Wish List is
collected and used by London Drugs Limited to publish and maintain your Wish
List as part of the London Drugs Wish List on our londondrugs.com website. The
information we will collect from you will include, but not be limited to your
name, contact information, event date & Wish List items. Some of this
information will be displayed as part of your Wish List and members of the
public will be able to view it. London Drugs may also use this information if
we need to contact you regarding the London Drugs Wish List, your personal Wish
List and any related matters thereto, such as changes to or purchases made from
your Wish List, to advise you of any fulfillment or delivery matters or for
follow up service matters. By creating your Wish List, you expressly consent to
the collection, use and disclosure of your personal information as set out
above.
Pharmacy
London Drugs has always been and will remain committed to keeping all
your personal health information confidential. We recognise and appreciate
your expectation that we ensure your privacy and confidentiality is maintained
at all times. We take this responsibility extremely seriously.
Your personal health information includes:
- name
- address
- telephone number
- date of birth
- Personal Health Number (PHN), if applicable
- medical conditions
- medical allergies
- medication history
We use your personal health information to assist you with managing your medical
condition, managing your health, and ensuring you receive the most appropriate
medication and its respective dosage for you.
We collect, use and disclose your personal health information in the following
situations:
- Personal health information (i.e. prescriptions) obtained by London Drugs will
be used to dispense prescription medications. We will document information
related to the medications dispensed and services provided in your record.
- We are required by law, in some provinces, to enter your personal health
information in their respective provincial prescription computer systems. These
systems monitor the prescription histories of all members of the population.
- We may contact your prescribing doctor or healthcare professional to discuss
with them your medication(s), strength of medication, instructions, and
treatment options.
- We may contact you to provide treatment-related services, such as refill
reminders, treatment alternatives (i.e. available generic products), and other
health-related benefits and services that may be of interest to you.
- We may contact your health plan insurer, payor, or other agent and share your
personal health information with that entity to enable them to accurately
process the payment/reimbursement of your prescription and/or healthcare needs.
We may also contact you about a payment or balance due for prescriptions
dispensed to you at a London Drugs pharmacy.
- We may release your personal health information to you or an agent for you
provided they produce written authorization from you. We will only release the
information specifically indicated in the authorization.
- We may be required to release personal health information by court order or to
regulatory bodies.
Photo Finishing
When you purchase a product or service from our Photo Finishing
department, you may need to provide us with contact and payment information
(such as credit card information) so that we can process your request. The
contact information (name, address, phone number and email address should you
select one of our online services) you provide to us allows us to ensure that
you get the services you expect.
Insurance Services Division of London Drugs Limited
The Insurance Services Division offers medical and dental insurance,
auto insurance, travel insurance, pet insurance and homeowner insurance.
The Insurance Services Division collects information from you (both in person
and on-line, should you request a quote on-line) in sufficient detail to provide
you an insurance quote. The Insurance Services Division is an agent for
the actual insurance carriers themselves and as such shares the information they
obtain with the carriers in order to obtain quotes for you and to bind coverage
if appropriate.
Call centre
London Drugs operates a call centre to respond to customer's questions,
concerns, complaints and suggestions for service improvement. These
suggestions and complaints are important to us as it enables us to provide
better service to you our customers. As part of this process we collect
callers name, phone number and other information that they choose to give us,
however we will only ever collect personal information that you choose to
voluntarily provide to us when connected with our call centre. Customers
are always free to ask questions, voice concerns, make complaints and provide
suggestions without giving us any personal information. We value all such
suggestions.
Newsletters or publications
You may from time to time be given an option to receive communications from
London Drugs concerning such things as new products, featured merchandise,
health news, seminars, newsletters or special offers. Should you choose to
enroll; we will collect your contact information (such as name, address and/or
e-mail address in the case of electronic newsletters). This information will
only be used to send you the information you have requested unless you consent
to receive additional material from us.
Cosmetics
London Drugs is committed to protecting your personal information while
ensuring that we have the tools required to provide you with a superior shopping
experience.
In our cosmetics department we have several vendor-sponsored rewards programs
that may include a component where we ask for your contact information so we can
administer the program. London Drugs or our vendor partner may ask you to
opt into a mailing list for additional marketing information and/or special
offers. Your consent is not a condition of you participating in the reward
program.
From time to time, we may also have promotions or surveys within the Cosmetics
department, which are supported by our vendor partners. If you choose to
participate, you may be asked for contact information as well as additional
optional survey information (for example, product preferences). You may
also be asked by either London Drugs or the vendor to provide your consent to be
added to promotional mailings and newsletters. Your consent is not a
condition of you participating in the promotion.
When returning a product to our cosmetics department you may be asked for
contact information as well as information as to why you are returning a
specific product. This may be disclosed to the vendor and is used by the
vendor to improve their product. You may also be asked by either London
Drugs or the vendor to provide your consent to be added to promotional mailings
and newsletters. Your consent related to promotional mailings or newsletters is
not a condition of receiving your refund.
Rebates
Certain products sold within London Drugs may be eligible for rebates.
To receive your rebate, you may be required by either London Drugs or the vendor
to provide your proof of purchase in addition to contact information such as
name and address. Your consent may also be requested in order to send you
promotional mailings and newsletters. Your consent is not a condition of
receiving the rebate.
In-store activations
As a service to our customers London Drugs may offer to activate various
products and services within our retail stores: these products may include
cellular phones, ADSL services, and satellite services. When performing
these in-store activations on behalf of our customers, we may be required to
collect specific personal information which is then provided to the respective
service providers. London Drugs does not retain or use the information
provided to these service providers.
Flyer/SuperFlyer/Catalogue Delivery
If you call us to report the non-delivery of your London Drugs Flyers,
SuperFlyers and/or Catalogues, in order to resolve your complaint we will ask
for your:
- Name
- Address
- Postal Code
- and telephone number
This information will be provided to the distributor responsible for delivery in
your area to resolve the problem. Neither London Drugs nor the distributor will
retain or use this information for any reason other than ensuring delivery of
our Flyer/SuperFlyer and/or catalogues.
In the unlikely event that we can not resolve a delivery concern, with your
permission we will provide your Name, Address & Postal Code to a Mailing
Supplier that will send our Flyer, SuperFlyer and/or Catalogues to you by
addressed mail. Neither London Drugs nor the Mailing Supplier will
use this information for any other reason than mailing you our Flyer/SuperFlyer
and/or catalogues.
Contests and promotions
From time to time our vendor partners may run contests or promotions
within our stores either by way of specific contest entry forms or by coupons
enclosed within products. We encourage you to read and understand the
contest rules for each of these contests and promotions.
In addition, London Drugs may also run contests or promotions which may be
available on-line or in the store. All contests are subject to rules that will
be available with each particular contest. Should you choose to participate, you
will be asked for contact information which will only be used to contact you
should you win. Winners are legally required to answer a skill testing
question.
London Drugs contest and promotion forms may also ask additional optional survey
questions in order that we may improve our product and service offerings.
Your participation in answering the optional questions is not a condition of
entering any contest or promotion.
Our Web Sites
London Drugs operates a number of web sites to service the needs of our
customers. Specific privacy policies and information related to these web
sites
can be found on the following page.
Disclosure to third party service providers
In the process of meeting the needs of you, our customer and providing
the services you desire, London Drugs may share your information with certain
third party service providers for the following purposes: to verify and validate
information that you have provided to us, to provide products and services
directly to you, and to address customer service issues that you may have. We
will use reasonable efforts to ensure that your personal information is used in
a manner that is consistent with London Drugs 10 Principles of Privacy
Protection and our policy.
Examples of third party service providers would include credit card issuers and
processors, credit reporting agencies (for address verification purposes related
to London Drugs Online Store purchases), repair depots, warranty providers, HSBC
Retail Services (for applicants to and participants in the London Drugs Personal
Credit Plan), certain manufacturers, and various delivery services. If you
do not wish us to provide your personal information to these service providers
there may be certain situations where we may be unable to process the
transaction or provide our services to you.
General
All the information you provide to us is securely maintained and is kept
strictly confidential to a level appropriate to the level of sensitivity of the
information. We use a variety of security measures such as restricting
employee access to files, data centers, and using locked file cabinets. In
addition we make use of electronic security measures such as passwords, personal
ID numbers and data encryption as appropriate.
Employees must conform to London Drugs Privacy Code and observe the highest
standards of confidentiality. We subscribe to the general principle that
only those employees that need to know the information in order to provide you
services have access to your information.
London Drugs may disclose your information as permitted or required by law:
examples of this would be:
- to comply with a subpoena, warrant or order issued or made by a court, person or
body with jurisdiction to compel the production of personal information,
- to an entity, which may be a government institution or other person that has
lawful authority to obtain the information,
- to a public body or a law enforcement agency concerning an offence under the
laws of Canada or a province,
- To our internal or external legal counsel.
When is my information removed?
We keep your personal information on file as long as we need it to
provide you with a service and to meet legal requirements. When it is no
longer needed we destroy the information or render it anonymous.
Should you desire, you can contact our Chief Privacy Officer and request that we
remove your information from our records. We will make every reasonable effort
to honour your request, however, we may retain some information you have
requested to remove to prevent fraud, collect moneys owed, resolve disputes, and
to comply with federal and provincial legal requirements.
Changes to our Privacy Policy
Our business constantly changes to meet the needs of our customers and as a
result our policies and procedures pertaining to privacy and security are also
subject to change. We reserve the right at any time to change or modify
any of our practices, policies and procedures which relate to privacy and
security.
Chief Privacy Officer
London Drugs has appointed a senior member of their management group to the role
of Chief Privacy Officer. It is this person's role to ensure that London
Drugs meets our customers' expectations surrounding privacy.
If you have questions or concerns regarding London Drugs Privacy Policy please
contact us:
(By mail):
Chief Privacy Officer
London Drugs Limited
12831 Horseshoe Place
Richmond, BC
V7A 4X5
(By phone - Monday to Friday [except holidays] 8:30 a.m. to 5:00 p.m. Pacific
Standard Time):
Phone: (604) 448-1055
Or toll free 1 (866) 805-8283 (within Canada)
Fax: (604) 272-4623
(By e-mail):
privacy@londondrugs.com
Other privacy resources on the Web
The Office of the Information and Privacy Commissioner for British Columbia
www.oipcbc.org
The Office of the Information and Privacy Commissioner of Alberta
www.oipc.ab.ca
Office of the Privacy Commissioner of Canada
www.privcom.gc.ca
How can I access my information?
You may access and verify your information and find out to whom we have
disclosed it to at any time by contacting us at
privacy@londondrugs.com.
There may be a nominal cost for this service. At the time of your request,
we will need specific information from you to verify your identity before we can
provide you with the requested information.
Upon receiving such a request, London Drugs will:
· Inform you about what type of personal information we have on record, how it
is used and to whom it may have been disclosed,
· Provide you with reasonable access to your information so you can review and
verify the accuracy and completeness and request changes to the information
· Make any necessary updates and amendments to your personal information.
There may be instances when we will not be able to provide you with access to
all of the Personal Information that you have requested. Examples are if the
information,
· contains references to other persons,
· has already been destroyed in accordance with our policy of only keeping your
information for as long as it is needed,
· is subject to solicitor-client or litigation privilege,
You may also contact our Chief Privacy Officer at any time to let us know that
you do not wish to receive any further communication from us or to ask us to
change your preferences regarding how we use or disclose your information.
If you have a complaint or a question for us
We are committed to setting the highest customer service standard within the
retail industry. We hope you give us the opportunity to correct any
situation that does not meet your expectations.
If you have any concerns about privacy, confidentiality or our policies and
procedures we want to know about it. All inquires relating to personal
information will receive prompt attention and be acknowledged within 5 business
days.
It's all about trust
We will continuously assess ourselves to ensure that customer privacy is
respected. We will conduct our business in a manner that meets the
expectations of our customers in the many communities in which we do business.
Version Date: November 2009