CPC Service Management

The function of CPC Service Management refers to establishing and maintaining a relationship with a customer to ensure their needs are identified and addressed.

CPC Service

Description:

These files refer to managing customer accounts and establishing and maintaining a relationship with customers to ensure that needs are identified and addressed. Records relate to sales support, customer orders, customer inquiries, retail networks (corporate and franchise), merchandising and inventory control (corporate and franchise retail outlets), and claims administration. These files may also include records from managing the accounts of customers that have entered into sales agreements, and the administration of insurance product claims, product and service warranties, and indemnities.

Document types:

Sales, customer enquiries, claims, customer satisfaction, disputes, returns, insurance, customer accounts, account management, sales agreements, customer orders, customer inquiries, customer service, CPC retail network, return policies, corporate retail outlets, franchise retail outlets, stock, insurance, product claims, product warranties, service warranties, indemnities.

Record number:

CPC SV 13

 

Anti-money laundering compliance

Description:

This bank describes information that is related to transactions subject to the Proceeds of Crime (Money Laundering) and Terrorist Financing Act (PCMLTFA). Currently, these include certain transactions for the sale or redemption of money orders and MoneyGram™ electronic funds transfers, and the sale of coins. The personal information may include name, contact information, full address, customer occupation, date of birth and government issued ID type, number, expiry date and jurisdiction of issuance. If a money order transaction is of $3k or over and/or is conducted on behalf of another individual, the name of that person, address, occupation, date of birth, and the nature of the relationship between them are also collected; if on behalf of business -then name of business, address, registration number and type of business are also collected. For MoneyGram transfer of fund transactions of $1000 or more, personal information collected include name, full address, customer occupation, date of birth and government issued ID type, number, expiry date and jurisdiction of issuance.

Class of individuals:

General public (any individual who purchases or redeems money orders, who purchases coins, or who buys or cashes MoneyGram™ electronic funds transfer).

Purpose:

The personal information is collected, retained and shared to comply with the requirements of the PCMLTFA, its regulations, and terrorist screening requirements.

Consistent uses:

The information is retained to meet record keeping, client identification, and reporting requirements as set out in the PCMLTFA, its regulations, and terrorist screening requirements. Furthermore, names of individuals are screened against the list of names of known or suspected terrorists as defined in the Criminal Code and the United Nations Resolutions. The personal information may be collected or disclosed internally for reporting and investigative purposes or to resolve data processing issues (Refer to PIB number CPC PPU 130).

These records may be provided to legal counsel for use in legal proceedings involving Canada Post. Personal information as prescribed by the PCMLTF Regulations may be shared with FINTRAC; refer to Money Services Business (MSB) Registration, Bank Number: FINTRAC PPU 027; Compliance of Reporting Entities, Bank Number: FINTRAC PPU 028; Financial Analysis and Disclosures, Bank Number: FINTRAC PPU 020.  Any information related to MoneyGram transactions may be shared with MoneyGram International in Canada Post’s capacity as their agent.

Retention and disposal standards:

Records are to be kept for 5 years after the last documented transaction and then securely destroyed.

RDA number:

97/020

Related class of record number:

 CPC SV 13TBS

Registration:

20110484

Bank number:

CPC PPU 006

 

Mail forwarding and hold mail

Description:

This bank describes information that is related to the following services: Mail Forwarding for Moves, Mail Forwarding for Temporary Relocation, Mover Data Services/NCOA, and Hold Mail. The personal information may include name, contact information, credit information, date of birth and service start and end date, province of issue (driver’s license number is optional).

Class of individuals:

General public.

Purpose:

The personal information is collected by Canada Post to facilitate the forwarding of mail on behalf of individuals and businesses that move to a new address on a temporary or permanent basis, or the provision of the Hold Mail service. Upon instruction by the individual or business representative, Canada Post will notify others of the address change. Personal information is collected under paragraph 5(1)(a) of the Canada Post Corporation Act.

Consistent uses:

The information may be used or disclosed for the following purposes: to confirm identity and service particulars with mover consent, to update the mailing lists of businesses and other organizations including direct mailers, provided they already have the movers’ name and old address, to resolve complaints and enquiries, to detect and prevent fraudulent purchases, and for research, statistical and audit purposes.

Mail Forwarding and Hold Mail data may also be disclosed to Equifax Canada to verify the identity of individuals that purchase the service online. These records may be provided to legal counsel for use in legal proceedings involving Canada Post.

Retention and disposal standards:

Records are kept for six years after the information has become superseded or obsolete and then securely destroyed.

RDA number:

2004/006

Related record number:

CPC SV 13

TBS registration:

003294

Bank number:

CPCPPU 002

 

Customer relationship network

Description:

This bank contains such records as enquiries, complaints or claims, declarations (in the case of claims) and information relating to their processing. Certain information exists in automated form in the Customer Relationship Management (CRM) module of the Systems Applications and Processes systems (SAP). CRM provides a single point from the Customer Interaction Centre (CIC) screen where customer history can be viewed and transactions such as claims, orders, enquiries, customer contract or account enquiries can be launched from one screen. Data elements include the names and addresses of the sender and addressee, the nature of the shortcoming (e.g., delay, loss, damage, redirection, call-for), the type and value of the item, any special services purchased (registration), dates of mailing and claim, insured amount, result of investigation and amount paid. Individuals seeking access to this bank should specify the date and subject matter of their previous enquiry, as well as the names and addresses of the sender and addressee on the article or other identifying information including service ticket numbers.

Class of individuals:

Customers who have submitted enquiries or complaints to Customer Relationship Network; or who have applied for indemnification. (Note that payment records also are stored in Accounts Payable, CPC PPU 060 and that Risk Management Claims, CPC PPU 050, also include claims records).

Purpose:

The purpose of this bank is to support the management of responses to customer enquiries, as well as the resolution of complaints and claims.

Consistent uses:

The records are used to analyze and resolve complaints, claims and other concerns; to respond to enquiries about mail services, regulations and rates; for audit and market research purposes; and to identify trends or patterns. Certain information may be disclosed to Transport Canada, the Canada Revenue Agency, foreign postal authorities, law enforcement agencies and others, where necessary, to resolve the claim or enquiry.

Retention and disposal standards:

Records are retained for two years after last administrative use (which is normally the issue of a response to an enquirer or indemnification), and then are securely destroyed. Disposal of payment records stored in Accounts Payable is governed by the retention schedule for that bank.

RDA number:

91/020

Related record number:

CPC SV 13

TBS registration:

001331

Bank number:

CPC PPU 100

 

ePost

Description:

This bank describes information that is related to individuals who use Canada Post’s epost services.

The personal information includes, but is not limited to, name, physical and electronic contact information, conversations, user generated content, financial and other information users subscribe to receive or share, system user name and password (encrypted & not retrievable), authentication question and answer, payments (stored to meet PCI compliance).

Class of individuals:

Individuals who use Canada Post’s epost service. Purpose: The personal information is collected to enable individuals to use Canada Post’s epost services. Personal information is collected pursuant to paragraph 5(1)(a) of the Canada Post Corporation Act. Consistent Uses: The information may be used or disclosed for the following purposes: contacting users; providing and maintaining epost services; delivering and stopping mail to the epost box; maintaining the security and integrity of the epost platform; verifying individuals’ identity; offering other products or services from epost or other organizations and understanding how people use epost services. These records may be provided to legal counsel for use in legal proceedings involving Canada Post.

Retention and disposal standards:

Records are retained for six years after the order is fulfilled or abandoned and then securely destroyed.

RDA number:

2004/006

Related record number:

CPC SV 13

TBS registration:

20110396

Bank number:

CPC PPU 004

 

Money orders service

Description:

This bank describes information related to money order transactions. At time of issuance, the names of the sending (Sender) and receiving (Payee) parties are collected by Canada Post. These names are retained in our database and printed on the document itself. This information may be used to comply with requirements of the Proceeds of Crime (Money Laundering) and Terrorist Financing Act.

After purchase by a consumer, the Money Order document may be altered by the sender or recipient by handwriting various pieces of information on the document. This information can include supplier account numbers (Bell, Rogers, rent, etc.), signatures for endorsement, memos, etc. As the Money Order is processed through the Canadian Payment process, various financial institutions may affix information to the document. This may include bank transit numbers, bank account numbers, or customer signatures.

As a final step in the process, an image of Money Orders drawn from Canada Post’s bank account is forwarded to us for archiving. These images will include Sender and Payee names, in addition to any additional information affixed to the document subsequent to issuance.

Class of individuals:

Individuals who purchase or redeem postal money orders. Purpose: The personal information is used for client identification (in the event of a customer call), and for the investigation of cases where money orders are declared lost or stolen, fraud investigation, forgeries and other irregularities. Personal information is collected pursuant to the Canada Post Corporation Act and the Proceeds of Crime (Money Laundering) and Terrorist Financing Act.

Consistent uses:

In the event that a Money Order is declared lost, stolen or otherwise compromised through counterfeit or fraudulent activity, information described in this bank may be shared with areas within Canada Post responsible for addressing these concerns. Please see CPC PPU 100 (Customer Relationship Network), CPC PPU 085 (Postal Related Crimes/Offences) and CPC PPU 006 (AML Compliance).

Retention and disposal standards:

Records are retained for six years after the order is fulfilled or abandoned and then securely destroyed.

RDA number:

97/026

Related record number:

CPC SV 13

TBS registration:

006261

Bank number:

CPC PPU 130

 

Postage meter services

Description:

This bank describes information related to postage meter services provided by Canada Post. Limited personal information is contained in the Postage Meter Inventory Control System, a database that includes the name and mailing address of the client or individual representing the client institution, the postage meter model numbers, the names of the suppliers or the individual representing the postage meter supplier and, in some cases, the products and services purchased.

Class of individuals:

Individuals or individuals representing organizations who have purchased postage to be used in a Canada Post approved postage meter.

Purpose:

The information is used to record and verify postal transactions and report sales; to locate customers and postage meters; to resolve issues related to defective, destroyed, lost, stolen and returned postage meters. Data contained in the Postage Meter Inventory Control System is shared with the postage meter supplier’s i.e. private companies to monitor equipment leases, sales and supplies.

Consistent uses:

The information is used to conduct market and related research, including new metering technology. Names of individuals and individuals representing client institutions may be shared with postage meter supply companies.

Retention and disposal standards:

Hard copy records exist only for defective meters and are retained for a period of six years as of the date the meter is determined to be defective, then destroyed. Electronic records about customers are retained until two years after the customer has become inactive, and then securely destroyed.

RDA number:

2004/006

Related record number:

CPC SV 13

TBS registration:

006260

Bank number:

CPC PPU 135

 

Postal boxes

Description:

This bank contains Postal Box Rental Agreements, Ledgers, and receipt form including service particulars, the names of agents or others authorized to receive mail and whether the Postal Box service is for private or commercial use. Other records include receipts and other payment records, audits and accounts of terminating services. Certain information exists in automated form (Retail Point of Sale (RPS)). Individuals seeking access to this bank should provide Postal Box location, number, and rental dates.

Class of individuals:

Canada Post customers who have applied for or expressed interest in Postal Box services.

Purpose:

The purpose of this bank is to support the provision of Convenience Postal Box services.

Consistent uses:

The records are used to provide the services requested and, if applicable, to facilitate the collection and refund of rent for Postal Boxes (receipts are forwarded to corporate head office to reconcile accounts), for periodic audits, for the Address Improvement Program and for market surveys and marketing purposes.

Certain information may be disclosed to law enforcement and other federal or provincial agencies, pursuant to lawful investigations.

Retention and disposal standards:

Postal Box applications and related records are retained for two years after the termination of service and then securely destroyed.

RDA number:

2004/006

Related record number:

CPC SV 13

TBS registration:

001326

Bank number:

CPC PPU 005

 

Stamp subjects and Designer references

Description:

This bank contains such information as subject suggestions, designer’s supporters, and enquiries, general correspondence, résumés, samples of artwork (usually reproduced on 35mm slides) and, if applicable, letters of commission. Individuals seeking access to this bank should provide name and date of previous submission. (Note that stamp subject suggestions may also be stored in Corporate Correspondence Service, CPC PPU 100, and payment records concerning commissioned designs are also stored in Accounts Payable, CPC PPU 060).

Class of Individuals:

Canadian designers, artists, illustrators, photographers and others who have indicated their interest in being considered for a postage stamp design commission.

Purpose:

The purpose of this bank is to provide a visual reference file of the work of Canadian designers and artists who could be considered for a postage stamp design commission.

Consistent uses:

The records are used to consider possible designers to be commissioned to submit design proposals for new stamp issues.

Retention and disposal standards:

Samples of work are returned to designers upon request. Records regarding rejected solicitations are retained for two years after the year of rejection and then securely destroyed. Records relating to commissioned stamp designers are retained for ten years and then transferred to Library and Archives Canada. If the records are judged by the Librarian and Archivist to be of historical/archival value, they are retained permanently. The remainder is securely destroyed.

RDA number:

97/026

Related record number:

CPC SV 13

TBS registration:

001330

Bank number:

CPC PPU 025

 

Stamp vendors

Description:

This bank contains the sales histories of stamp vendors, such as records of stamp purchases, amount of the discount and amount paid. Individuals seeking access to this bank should specify registered name and address as well as stamp sales details. Class of Individuals: Individuals and small businesses who have applied for or been granted a permit to purchase stamps at a discount for resale to the public.

Purpose:

The purpose of this bank is to support the sale of stamps via a network of stamp vendors.

Consistent uses:

Vendors use permits to purchase stamps at a discount.

Retention and disposal standards:

Records are retained for two years after last administrative use and then transferred to Library and Archives Canada. Information judged by the Librarian and Archivist to be of archival/historical value is retained permanently. The remainder is securely destroyed.

RDA number:

91/020

Related record number:

CPC SV 13

TBS registration:

001328

Bank number:

CPC PPU 015