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What Information We Collect

At the time you request to begin a relationship with us and during the course of our relationship, we may collect personal, financial and other information that you or your authorized representative provide to us and we obtain from others within or outside of Concentra, including through the products and services you use.  The information we ask for depends on which product or service you want.  

Most of the information is collected when you interact with us, for example, when you:

  • Apply for, or provide a guarantee for, a product or service;
  • Communicate and or interact with us; or
  • Sign-up for special offers, one of our webinars or complete a survey.

In some instances, we may receive information from you through a Concentra referral partner, originator, or agent on our behalf (e.g., credit unions, nominee organizations, brokers, financial advisors) or your employer in the instance of an employer offered registered plan.

With your consent, we may also collect financial and other information about you from a variety of sources, including:

  • References you have provided to us;
  • Credit bureaus; and
  • Other financial institutions.

We may also collect personal information about you from third parties in accordance with their respective terms and conditions and/or privacy policies.  Obtaining information about you from third parties helps us to assess your eligibility for our products and services.

Examples of third parties that may share personal information with us may include:

  • Third party verification services;
  • Credit reporting agencies; and
  • Publicly available sources such as telephone directories, newspapers, social media or internet sites, and from government agencies, registries or public records.

We will ask you to provide information that enables us to complete your request, to provide better service or to offer you products and services we believe you might be interested in.

Information About You

Information essential for fulfilling most requests and applications for our products and services includes:

Information establishing your identity and meet our regulatory obligations for verification of identity, such as your name, address, phone number, date of birth, identity documents (e.g., driver’s license or documents verifying your name and address or your name and date of birth or your name and confirmation of a financial account), principal business or occupation, intended use of the funds of the account, whether you are a Politically Exposed Person, or a Head of an International Organization (or a family member or close associate of one);

Information required for regulatory reporting, such as your tax residency in a jurisdiction other than Canada, or your social insurance number (SIN) (Your SIN is required for products which earn investment income (e.g., GIC, Registered Plans) in order to comply with the Canada Revenue Agency’s income reporting requirements.  Providing your SIN for credit products, or when applying for products that do not earn investment income, is optional) or information required to create and administer registered plans and apply for federal and provincial grants;

Information to authenticate your identity when you contact us, such as knowledge-based information (e.g., date of birth, address, account number);

Information you provide on an application for the provision of our products and services, such as your annual income, investments, account balances, financial liabilities, transaction history;

Information you provide during communication with us which may include family details, life events, goals, and issues you may have encountered;

Information related to transactions, arising from your relationship with and through us;

Information about financial behavior such as your payment history and credit worthiness to assess your eligibility for any credit product or loan; and

Information pertaining to business clients such as your business name, business model (e.g., sole proprietorship, partnership, corporation) business address, business phone number, industry type, financial status, declaration of tax residence and detail(s) on the owner(s), director(s) and signing authority(ies).

Information we collect during our interactions with you

Over the Phone – We may monitor and/or record your telephone discussions with our representatives to enhance customer service and to confirm our discussions with you.

Through the Internet – When you are using our website, we may monitor and/or record your browsing habits to help analyze website usage.  When communicating with us through social media, we may monitor and/or record our discussions to enhance customer service and to confirm our discussions with you.

Through Email - When you send us an email or when you ask us to respond to you by email, we obtain your email address and any information you have included in the email.  We use your email address to acknowledge your comments and/or reply to your questions, and we may store your communication and our reply in case we correspond further.

For your protection, we recommend that you do not send confidential information or personal information via email unless you have encryption technology or are able to password protect your email or attached documents as email is not a secure method of communication.  

If you receive an email claiming to be from Concentra that you believe to be fraudulent, do not respond and do not open or click any links or open attachments contained within the email. Please notify us immediately by contacting our Client Support Centre at 1-800-788-6311 or by email and delete the suspicious email.


We may obtain your consent to collect, use, disclose and share your information in different ways, depending on the situation and the sensitivity of the information.

Express consent may be obtained verbally, online or in writing from you (e.g, our application forms and agreements you enter into). Implied consent may be obtained through your use of a product or service, or when you approach us to obtain information, inquire about or apply for products, or services from us.

There are limited situations permitted by privacy legislation or required by law where we may be required to disclose personal information without your knowledge or consent (e.g., disclosure to a government institution that has made a request for the information, identified its lawful authority to obtain the information and indicated that the disclosure is requested for the purpose of enforcing legislation).  Please refer to our Sharing Your Information section for more information.

Under no circumstances do we ever sell any customer personal information. Also, we do not release information to others, including spouses, relatives or friends, without your written authorization.