Terms of Use | Privacy

Privacy Online

This information page describes in general terms how your personal information is collected and used within the online banking section of our site. The online banking area of the site is the area of our website that requires you to use your Member ID and Personal Access Code (PAC) to enter.

How You Can Protect Your Personal Information

You may access your accounts with a debit card or online banking. To do so, you must use personal security codes that you choose. These security codes protect your accounts and your personal information from unauthorized access. It is your responsibility to protect your security codes.

The following tips can help you protect your accounts and personal information from unauthorized access:

  • Do not choose obvious numbers (e.g., birth date/year) or words (e.g., child’s name) for your personal security codes
  • Do not write down or record your personal codes
  • Do not send confidential information to us or anyone else through email, text messages, or social media
  • Keep your account and account statements, blank cheques, and your personal financial information in a safe place at all times, such as a locked cabinet or a safe
  • Tell us immediately if you suspect that your personal security codes are known by anyone else
  • Review your account statements carefully, within 30 days of receipt. If you do not receive account statements, regularly review your account transactions and statements online
  • Tell us immediately if your address changes or if you find any errors in your information.

Controlled Access to your Information

To ensure that you are the only person accessing your personal financial information, we restrict access to the online banking section of the site by requiring that you enter your Member ID and PAC to login. Only you know your PAC. Our employees do not have access to your PAC, and they will not ask you to reveal it. If someone does ask you to provide your PAC to them, we ask that you refuse to do so and contact us immediately.

Transactional Services

By nature, our Internet banking site has many transactional functions such as transfers between accounts and bill payment functions. These transactions are all logged to ensure that your accounts are debited or credited appropriately, and a history of each transaction is available to verify your account information. We store and use your transactional information in the same fashion as if you performed the transaction at the branch.

We may also use transactional information for servicing your account — for example, billing you for the particular transactions that you perform, or for the services that you use.

Creating a Secure Channel

We create a secure channel between your browser and our server to protect your information when you use the site.

Application Forms

To provide you with a convenient method for applying for loans and mortgages we may provide secure online application forms. These forms capture personal information that we use to provide you with the products and services you request. This information is processed in a similar wat to application forms received through our other channels.

Our Website and Use of Cookies

When you visit our website and/or use online banking, our computer systems may record certain information in the form of cookies, such as which pages you visit, the time and date of your visit, and the IP address of your computer. We use this anonymous information to analyze and improve the performance of our website. In most cases cookies collect generic information. However in some cases, the cookies we use may collect some personal information about you. We will protect this information in the same way as we protect other personal information we collect about you. You may be able to disable use of cookies through your internet browser, but this may affect your browsing experience, and you may not be able to access certain areas of our website, such as online banking.

Logout Button

To ensure that no-one else can access your personal information, always use the logout button to end an online banking session. It is located at the top of every page. When  you exit using the logout button, we delete your session cookie so that your session cannot be resumed unless your Member ID and PAC are re-entered.


To communicate with us electronically, we strongly recommend that you use our Contact Us feature. This feature provides a secure channel for sending us comments, questions or instructions. General email is not secure since it passes through many points on its route from you to us. If you are using general email to communicate with us, we strongly recommend that you do not include personal financial information (such as account numbers) within the email as we cannot guarantee its confidentiality enroute to us.

When you email us your comments, questions or instructions, you provide us your email address and we use it to correspond with you. We then store your email and our replies to you in case we correspond further.

Links to Other Sites

Our site may also contain links to other websites or Internet resources. We have no control over these other websites or Internet resources and do not control their collection, use and disclosure of your personal information. Always review the Privacy Statements of the sites that you are viewing.

Protecting Your Privacy

Adjala Credit Union is committed to protecting your privacy by keeping your personal information accurate, confidential, and secure during collection, use, and disclosure.

Privacy legislation sets the rules for how we can collect, use, and disclose your personal information.

Personal information means information about an identifiable individual. This can include information such as your name, home address, telephone number, birth date, email address, and social insurance number. It can also include financial information such as your bank account number, credit rating, or income. Personal information can be collected in several ways, including through our forms, documents that you provide, or our online banking system. We keep all the personal information that we collect securely protected in physical and electronic files.

The 10 Privacy Principles

The following principles guide our handling of your personal information:

  1. Accountability
  2. Identifying Purposes
  3. Consent
  4. Limiting Collection
  5. Limiting Use, Disclosure, and Retention
  6. Accuracy
  7. Safeguards
  8. Openness
  9. Individual Access
  10. Challenging Compliance

We have comprehensive privacy policies and processes based on these principles that govern how and why we collect, use, and disclose your personal information. Our Privacy Officer can give you more information about our policies and processes (see the contact details at the end of this document).

Why We Collect Your Personal Information

At the time that we collect your personal information, we will tell you why we are collecting it and how it will be used and disclosed. This information will be included in the form we use to request and record your consent. We will only collect as much personal information as we need to meet the stated purposes, and we will only use and disclose your personal information for the same purposes.

If we wish to use and/or disclose your personal information for a purpose that is not required for a product or service you request, such as marketing, we will ask for your express consent* before proceeding to use your information in this way.

*Express consent is when you clearly accept the terms of a consent request.

Using Your Social Insurance Number (SIN)

We are required by law to obtain your SIN to report interest on your deposits, dividends on your shares, and other investment income to the Canada Revenue Agency. Use of your SIN for any other purpose is optional, and you have the right to refuse your consent. However, allowing us to use your SIN for administrative purposes can help us keep your records separate from other individuals with the same name. And if you apply for credit products or credit-related services, allowing us to use your SIN to verify your identity will ensure that we obtain your full personal credit report and not one belonging to someone else.

How We Use Your Personal Information

We need to be able to use and disclose your personal information to be able to provide you with the products and services you request and to run the Credit Union effectively.

We use your personal information to:

  • verify your identity and ensure your records are kept separate from those belonging to other people;
  • process your application for an account, and to provide and administer your accounts and related products and services;
  • allow us to assess and manage risk from the products and services you request;
  • obtain a full credit report on you, where appropriate and with your express consent;
  • protect you and us from fraud and error, including identity theft;
  • collect debts you owe to us;
  • provide you with access to online banking and to administer and manage your access rights;
  • market to you, but only with your express consent.

We may send you communications by commercial electronic message where you have provided your express consent to this. These are messages sent by electronic means, including email, voice, sound, text, or image, and must meet certain legal requirements.

Detailed information about how we use your personal information will be provided at the time that we ask for your consent to such uses.

How We Disclose Your Personal Information

We will disclose your personal information to various parties, such as participants in the payment and clearing systems, and third-party product and service providers.

Third-party product and service providers can include the following:

  • data service providers (e.g., banking system providers)
  • cheque printers
  • card manufacturers
  • provincial or national central credit unions and trade associations
  • credit reporting and fraud checking agencies
  • marketing partners
  • individuals and agencies involved in debt collection
  • participants in the payment and clearing systems.

Except as permitted or required by law, we will only disclose your personal information to be able to provide you with the products and services you request and to allow us to effectively run the Credit Union.

We are responsible for all personal information we collect from you, even if it is disclosed to another party. We will ensure that any other parties that hold your personal information have safeguards in place to protect your personal information. In addition, we will only deal with reputable organizations.

If you have accounts that are joint with other persons, any or all of your personal information may be disclosed to all joint account holders.

Detailed information about how we disclose your personal information will be provided at the time that we ask for your consent to such disclosures.

How Long We Keep Your Personal Information

We keep your information only for as long as we need it to:

  • administer products and services; and/or
  • meet any legal, regulatory, or tax requirements.

We will securely destroy, dispose of, or anonymize your personal information when it is no longer needed or serving any of the purposes outlined above.

How You Can View, Verify, and Correct Your Personal Information

The personal information we hold about you will be accurate and complete as of the date you provide it. You can request access to see your personal information. If you think any of your personal information is wrong, you can ask that we correct it.

If you want to see and/or correct your personal information, please contact an employee or our Privacy Officer. You will need to provide as much information as you can to help us process your request, such as dates, account numbers, and any other details that can help us track down the information you require. More information about the request process, including time limits for providing our response, will be provided at the time you make the request.

If you want to see a copy of your personal credit report, please contact a credit reporting agency. We can provide assistance if you need help contacting a credit reporting agency.

How to Withdraw Consent for the Collection, Use, and/or Disclosure of Your Personal Information

You can withdraw your consent for the collection, use, and/or disclosure of your personal information at any time, subject to legal and contractual restrictions, by providing written notice to us. We will comply with your request within a reasonable time.

If you withdraw your consent, we may not be able to provide you with products and services that you currently have or request in the future. We will tell you of the consequences of withdrawing your consent before we process your request.

Please note that even if you withdraw your consent, we may have to retain your personal information for a period of time for legal or business purposes.

How We Protect Your Personal Information

We will protect your personal information through a combination of physical, technological, and organizational measures, which can include secure storage, passwords, and encryption. Access to your personal information will be restricted to employees with the appropriate clearance level who need the information to do their jobs.

How to File a Complaint with the Privacy Officer at Adjala Credit Union Limited

If you have a privacy related complaint, you can contact the Privacy Officer at Adjala Credit Union Limited.

The Privacy Officer will review all information concerning the complaint and may contact the member concerning any additional information needed.

The Privacy Officer will respond to the member in writing within 30 days except in exceptional circumstances. If the time-frame needs to be extended, the member will be sent notice of the extension.

If a complaint is found to be justified, Adjala Credit Union Limited will take steps to make corrections, amend policies and procedures or take other steps to ensure the Privacy concern has been resolved.

How to file a Complaint with the Privacy Commissioner of Ontario

If you think that your personal information has been improperly collected, used or disclosed by Adjala Credit Union Limited, you have the right to file a complaint with the Privacy Commissioner of Ontario. You can also file a complaint with the IPC if you request access to or correction of your personal information and your request is denied.

More information is available at www.ipc.on.ca.

You can either fill out and submit the IPC online complaint form or print the form and mail it to:

Information and Privacy Commissioner of Ontario
2 Bloor Street East
Suite 1400
Toronto ON  M4W 1A8


If you have any questions, please contact our Privacy Officer.

Our Privacy Officer can answer your questions about personal information and privacy and provide you with information about our policies and practices. Our Privacy Officer can also help you complete an access to information request, help you correct your personal information, and try to resolve any concerns or complaints you have regarding our policies or practices.


Tania Schutz, Privacy Officer

Adjala Credit Union Limited
7320 St. James Lane
Colgan, Ontario L0G 1W0


Consumer Complaints by Members and Depositors

The Adjala Credit Union Limited is always interested in member concerns or complaints and as such complies with the provincial regulations noted below. Adjala Credit Union Limited has designated John Munnoch, CEO as the officer or employee of the credit union to receive and attempt to resolve complaints made by members and depositors.

You may contact John Munnoch at 905-936-2761 or in writing at the following address: 

Adjala Credit Union Limited
7320 St. James Lane
Colgan, Ontario L0G 1W0



Credit Unions and Caisses Populaires Act, 2020




Consumer Complaints by Members and Depositors


122. (1) A credit union shall designate an officer or employee of the credit union to receive and attempt to resolve complaints made by members and depositors.

(2) A credit union shall advise its members and depositors, in a manner that it considers appropriate, of the name and contact information of the officer or employee designated under subsection (1).

(3) If a person makes a written complaint to the credit union about the business activities of the credit union, the credit union shall give the person a written response to the complaint setting out the credit union’s proposed resolution of the complaint.

(4) A credit union shall also inform the person who made the complaint that, if the person is not satisfied with the proposed solution and if the person believes that the complaint relates to a contravention of the Act, a regulation or an Authority rule, the person may refer the complaint to the Chief Executive Officer.

(5) A credit union shall keep a copy of every complaint it receives, every response it issues and any other document that relates to a complaint for six years from the date of the complaint and shall make them available if requested to do so by the Chief Executive Officer.

(6) The officer or employee designated under subsection (1) shall report at least once annually to the board about the complaints received and how they were disposed of in a form that is satisfactory to the board.

Inquiry by Chief Executive Officer

123. (1) If, as a result of receiving a complaint, the Chief Executive Officer addresses an inquiry to a credit union or an officer about the conduct of the credit union’s business, the credit union or officer shall promptly reply, in writing, to the inquiry.

(2) If requested to do so by the Chief Executive Officer, the credit union shall give a copy of the Chief Executive Officer’s inquiry and the reply to each director of the credit union and the inquiry and reply shall form part of the minutes of the next board meeting.

Contact Us

We welcome any questions or concerns about your privacy relating to use of our website. Please use the Contact Us form to submit your questions or comments.

As we continue to expand our online banking service to serve you better, and as new Internet technologies become available, we may update the information on this page at any time, to reflect changes.