1. Your rights
- Access — ask what personal information we hold about you, where it came from, and how it’s used.
- Correction — ask us to correct inaccurate or incomplete information.
- Deletion — ask us to delete your personal information, subject to legal and lender record-keeping obligations we may need to meet first.
- Portability — ask for a copy of the personal information you’ve provided us, in a structured, commonly-used format, where technically feasible.
- Withdraw consent — withdraw consent for any processing that relies on it (for example, marketing messages), without affecting processing already completed.
- Ask questions — ask how a specific automated decision (like a pre-approval estimate) was reached.
2. Who can submit a request
You can submit a request yourself, or someone you’ve authorized — for example, a legal representative — can submit it on your behalf. We’ll ask for proof of that authorization before acting on a third-party request.
3. How to submit a request
Email privacy@drivefrank.ca or call 647-360-8580, or write to us at 347 Jane St, Toronto, ON M6S 3Z3, Canada. To help us find your account quickly, please include:
- Your full name and the phone number or email on your account.
- What you’re requesting (access, correction, deletion, portability, or withdrawing consent) and, for a correction, what should change.
- Enough detail for us to verify it’s really you — see §4.
4. Verifying your identity
We may ask a follow-up question or send a one-time verification code to your account’s phone number before acting on a request. This protects you — it stops someone else from accessing or deleting your information by pretending to be you.
5. Fees
There’s no charge for a reasonable request. If a request is excessive, repetitive, or manifestly unfounded, we may charge a reasonable fee to cover the administrative cost — we’ll tell you the estimated fee before proceeding, and you can withdraw the request at that point.
6. What happens next
We’ll confirm we’ve received your request and respond within the timeframe required by law (generally within 30 days under PIPEDA and Law 25). If we need more time or can’t fulfil part of a request (for example, because we’re required to retain a record), we’ll explain why.
7. If you’re not satisfied
If you’re not satisfied with our response, you can escalate to the Office of the Privacy Commissioner of Canada, or, if you’re a Quebec resident, to the Commission d’accès à l’information du Québec.
8. Other ways to reach us
General privacy questions that aren’t a rights request are also welcome at privacy@drivefrank.ca or 647-360-8580. See our Privacy Policy for the full picture of what we collect and why.