Your privacy rights
We are responsible for the personal information we collect and hold. To ensure this, we have developed this policy, and trained our representatives about our policies and practices.
Why do we collect your personal information?
We provide services to a wide range of clients. In order to do this, we must collect information about our clients.
What personal information do we collect?
Personal information is any information that identifies you, or by which your identity could be deduced. The information we request will include some or all of the following in order to provide services to our clients: your name, your mailing, billing and oil or service delivery address(es), phone number(s), email address and information about your oil tank including its position. For clients in certain businesses, we may also request copies of their permits so that we can maintain a record of the name of the permit holder, and the permit number, type and expiry date.
How do we collect your personal information?
We collect information only by lawful and fair means and not in an unreasonably intrusive way. Wherever possible, we collect your personal information directly from you.
By requesting one of our services, you are consenting to our collecting, using and disclosing the information referred to in this document. In some cases, we require additional consent from you.
Use of your information
We use your personal information to provide advice and services to you, and, from time to time, to provide you with information about our services.
Disclosure of your personal information
We do not disclose your personal information to any third parties to enable them to market their products and services. We have a related company, Best Burners Limited. It provides burner service for furnaces and boilers, as well as related services such as the sale and installation of furnaces, boilers and oil tanks. We share information with Best Burners Limited so that it can provide services to our clients.
In addition, we will disclose your personal information when:
1. required or authorized by law to do so;
2. you have consented to the disclosure;
3. necessary in order to establish or collect sums owing to us;
4. we engage a third party to provide administrative services to us, such as computer back-up services or archival file storage; and
5. the information is already publicly known.
Retention of your personal information
Normally, we keep our physical or paper records about our clients for 7 years after we last provided services to you. This allows us to meet our obligations to any regulatory bodies and to Canada Revenue Agency. After 7 years, the records are shredded.
We keep records of our clients’ names, addresses, telephone numbers and email addresses in electronic format so that we are better able to serve clients when they contact us. Having that information on file simplifies the process for our clients when they place orders with us.
Updating your information
Since we use your personal information to provide services to you, it is important that the information be accurate and up-to-date. If during the course of our dealings, any of your information changes, please inform us so that we can make any necessary changes.
Is my personal information secure?
We take all reasonable precautions to ensure that your personal information is kept safe from loss, unauthorized access, modification or disclosure. Among the steps taken to protect your information are:
1. security of our premises;
2. restricted access to personal information;
3. deploying technological safeguards like security software and firewalls to prevent hacking or unauthorized computer access;
4. internal password and security policies.
Communicating with you
You may provide us with instructions with respect to communications. Normally, we communicate with our clients by telephone, email or in rare instances by text. There are always concerns about the security of electronic communications. We must rely on you to provide us with a secure email address or telephone number in order to ensure that your information remains confidential.
Access to your personal information
You may ask for access to any personal information we hold about you. Summary information is available on request. We may ask to be reimbursed for copying charges if you require copies of the information held in our files.
Denial of access to personal information
Your right to access your personal information is not absolute. We may deny access when:
1. denial is required or authorized by law;
2. granting access would have an unreasonable impact on other people’s privacy;
3. it is necessary to protect our rights and property;
4. where the request is frivolous or vexatious.
If we deny your request for access to, or refuse a request to correct information, we will explain why.
Requests for Access
If you have any questions, or wish to access your personal information, please write to our Information Officer at:
101/103 Main Street
Dartmouth, NS B2X 1R4
If you are not satisfied with our response, the Privacy Commissioner of Canada can be reached at:
Phone: (819) 994-5444
Fax: (819) 994-5424
TTY: (819) 994-6591