At Loblaw Companies Limited, we respect your privacy and take great care in protecting your Personal
Information. This policy demonstrates our commitment to your privacy. Read on to discover how your
Personal Information is being protected.
This policy applies to Loblaw Companies Limited and its subsidiaries in Canada (collectively referred to in
this document as “Loblaw”, “we”, “us” or “our”). Subsidiaries of Loblaw means Loblaws Inc., President’s
Choice Services Inc., President’s Choice Bank, PC Financial Insurance Broker Inc. and PC Financial
Insurance Agency Inc. as well as other current and future subsidiaries of Loblaw. Subsidiaries of Loblaw
does not include T&T Supermarket Inc. or ARZ Group Limited. Shoppers Drug Mart Inc. and its
subsidiaries (collectively “Shoppers”) is also a subsidiary for certain purposes of this policy but Personal
Information held by Shoppers is governed by separate privacy policies.
In this policy, we explain what Personal Information we collect, and how we use, share and manage it.
Please note that when you visit one of our websites, sign up for, participate in or purchase a specific
product, service, program, contest, promotion or event available through Loblaw, additional terms and
conditions may be provided regarding the collection, use or sharing of Personal Information in connection
with that product, service, program, contest, promotion or event. Those terms and conditions will apply
together with this policy.
“Personal Information” as used in this policy means information about an identifiable individual, such as
the name and date of birth of that individual, and includes non-personal information that we link to
This policy does not apply to the collection, use and sharing of Personal Information by our franchisees,
or companies with which we have business relationships. However, if we receive from such entities
Personal Information or non-personal information that we link to Personal Information, then this privacy
policy will apply to our collection, use and sharing of that information.
This policy does not cover non-personal information, which is information that does not identify you.
However, as stated above, when we collect non-personal information and link that non-personal
information to an identifiable individual, then that information will become Personal Information and
become subject to this policy.
Unless permitted or required by law, Loblaw will not collect, use or share Personal Information without
first obtaining consent. We will obtain consent when we want to use Personal Information for a new
purpose or for a purpose other than those stated at the time of collection, in this policy or in the terms and
conditions of a specific product, service, program, contest, promotion or event you signed up for,
participated in or purchased.
Consent can be “express” through words or by specific acts or “implied” by the conduct of the individual
whose Personal Information is being collected, used or shared. Unless we determine that we require an
additional consent for specific products, services, programs, contests, promotions or events, you agree
and consent that as a provider of personal information we may collect, use, share or otherwise process
your Personal Information in accordance with this policy.
You may withdraw your consent for certain purposes. For example, you may choose not to receive:
If you have a President’s Choice Financial® or PC Financial® (each referred to as “PC Financial” in this
policy) product, such as a credit card account, you may withdraw consent to the sharing of Personal
Information or non-personal information about your PC Financial account, such as your account or card
number information, with any merchants with whom you have set up pre-authorized payments from your
However, because of legal or regulatory requirements that we have or contractual obligations you have
with us, there are limited circumstances where you may not withdraw your consent to the collection, use
or sharing of your Personal Information. For example, to obtain credit products, you are required to
provide consent on your application to the collection, use and sharing of your Personal Information to
allow us to obtain and to update credit reports and other credit history information about you from time to
time with credit bureau agencies and other entities that support the credit reporting system. Your consent
for these purposes cannot be withdrawn during the time you have credit with us and for a reasonable
period of time afterwards.
If you choose not to provide us with certain Personal Information or if you withdraw your consent, where
such withdrawal is available, we may not be able to offer you the products, services, programs, contests,
promotions, events or information that you requested or that could be offered to you. For example, if you
withdraw your consent to the sharing by our pharmacy of your Personal Information with your provincial
drug benefit program or your private health insurance provider, we may be unable to transmit drug benefit
claims, which means you will have to pay for your prescription and seek reimbursement afterwards.
Similarly, if our pharmacists are unable to consult with others who provide you with care, they may, using
their professional judgment, decline to fill a prescription. Please also be aware that, even if you have
withdrawn your consent to receive marketing communications from us, we may continue to contact you
for certain non-marketing purposes necessary for the management of our businesses, as required by law
or related to products, services, programs, contests, promotions or events that you had signed up for,
agreed to participate in or purchased.
To withdraw or limit your consent, you can contact us as described below in “Answering Your Privacy
Questions”. If you have a product, service or program, such as an insurance policy, or are participating in
a contest, promotion or event, that is offered by a third party together with Loblaw or under a Loblaw
brand, you may also have to provide your consent preferences or withdraw your consent with that third
Please note that it may take some time for all of our records to reflect changes in your preferences. For
example, if you request that you not receive personalized marketing communications from Loblaw, your
preference may not be captured for a promotion already in progress.
Loblaw collects Personal Information in a variety of ways such as during the course of your purchase of,
or application or request for a quote for, our products and services or your participation in one or more of
our programs, contests, promotions or events. Loblaw limits the collection of Personal Information to what
is reasonably required.
Loblaw collects Personal Information in the following ways:
Directly From you. You may provide Personal Information to us in person, by mail, over the telephone,
through our websites or in any other direct manner. For example, Personal Information may be collected
through our monitoring and recording of communications, such as telephone calls to our call centres.
From Related Companies. We may receive Personal Information from related companies. Any such
From Third Parties. We may receive Personal Information from other sources. For instance, with respect
to PC Financial products, services or programs, these sources may include credit reporting agencies or
other financial institutions.
Through Technology. We may collect Personal Information and non-personal information through
various technologies directly from you or from third parties.
Point-of-Sale: We may receive non-personal information from sources such as our own and third
party point-of-sale-systems and when we link that non-personal information to an identifiable
individual it will become Personal Information.
Video surveillance: We may collect Personal Information through video surveillance in areas
surrounding our stores, kiosks, pavilions, bank machines, parking lots and other locations for
security purposes, to protect against theft, damage to property and fraud, and may use this
information to help us better understand the flow of traffic in our stores.
Websites, Social Media, Applications and other electronic means: We may collect Personal
Information and non-personal information electronically, directly from you or through third parties.
For instance, we may access Personal Information about you when you share information about
yourself on social media networks and also when you interact with us electronically such as
through our information technology systems, websites, email, mobile applications, social media
properties or online advertising. For example, when you visit one of our social media sites, we
may collect Personal Information that you choose to submit to us such as your name, contact
information, opinions or any other information you choose to provide for the purposes of
responding to an enquiry you have made, or for any other purpose disclosed to you at the time of
the collection. Third parties may provide information about you to us, such as search terms you
used, or refer you to us as a result of a search you conducted.
When you interact with us, such as when you visit our websites or click on our ads, we may use,
and send to your device or computer, cookies, web beacons, single-pixel gifs and other
technologies to help us collect and store Personal Information or non-personal information about
you or to enable us to present offers to you, including interest-based ads. These technologies are
used to help us understand what actions you take on our own and on third parties’ websites and
applications. For instance, we may store Personal Information and non-personal information,
such as your name, email address, province and language preference, on one of these
technologies to enable us to populate entry fields that you have previously completed, or present
you with content specific to your region and language preference. We may also record user and
usage data, such as where users click on a page, the internet protocol (“IP”) address, operating
system, which website or ad the user clicked on to reach our website and which search terms
were used, to help us optimize our websites, generate reports, display interest based
advertisements, or understand which key words result in visits to our websites. You may delete or
disable certain of these technologies, such as cookies, at any time via your browser. However, if
you do so, you may not be able to use some of the features of our websites.
When you visit our websites, we may place, or we may allow third-party companies (such as
advertising networks) to place cookies or web beacons on your computer or device to collect
information (not including your name, address, email address or telephone number) about your
visits to our websites, as well as your other online activity, which may be tracked and used, in
combination with other information about you, by us or third-party companies to provide
advertisements on our websites and other websites about goods and services that may be of
interest to you. You may delete or disable certain of these technologies, such as cookies, at any
time via your browser.
If you choose to download or use a mobile or location based application (“app”) created by or for
Loblaw, we may receive Personal Information and non-personal information about your current
location and about your mobile device, tablet, or browser, such as a unique identifier for your
device. Most devices, tablets and browsers allow you to turn off the tracking of your location.
However, if you do so, you may not be able to use some or all of our apps.
We identify the purpose for which Personal Information will be used typically at or before the time the
Personal Information is collected. Our use of Personal Information is limited to the purposes described in
this policy, the purposes set out in the terms and conditions of any product, service, program, contest,
promotion or event in connection with which Personal Information was collected, purposes required by
law and purposes consistent with any of those purposes. As new purposes may develop over time, we
may update this policy so we encourage you to review this policy periodically online.
Loblaw collects, uses and shares Personal Information for the following purposes, which involve, among
other things, the activities described for each:
Provision of Products, Services, Programs, Contests, Promotions or Events
To provide products, services, programs, contests, promotions or events, which includes:
In connection with the provision of healthcare services, which includes:
In connection with the provision of financial services (such as banking, credit card and insurance
products, services, programs and events), which includes:
Please note that you may, at your option, also provide your SIN for use as an aid to identify you
with credit reporting agencies should you apply for financial products that do not earn income or
for products or services for which a credit report is required.
Where permitted by law, we may use and/or share Personal Information collected as part of a
request for a quote, an application or the processing of a claim. Such use or sharing may occur
even if you do not purchase the item for which the quote was requested or your application is
denied. Please note that this use does not include personal health information.
In order to manage our businesses, which includes:
purposes including session management, traffic monitoring, personalization, transactions (e.g.
credit card sales), marketing or promotional purposes, to better understand which web, mobile or
other electronic features you use, or to improve or to develop new products, services, programs,
to our websites, and to compile aggregated information on websites and user activity to help us
improve the functionality of our websites. Please refer to the section titled “Through Technology”
social media sites and mobile applications for more information about the Personal Information
and non-personal information that is collected on those sites and applications and the purposes
for which that information is used.
In order to communicate with you, which includes:
Unless you tell us otherwise or consent is required by law, we may contact you by any means for which
you have provided contact information.
In order to understand current and future consumer interests, which includes:
Please note that personal health information, as that term is defined in law, such as prescription or
medical information, and certain financial information, such as account balances, are not shared for
market research purposes among Loblaw, its subsidiaries or related companies.
We are a group of related companies that are governed by this policy. Where permitted by law, we share
Personal Information within our group of companies for the purposes described in this policy. Please
note, however, that personal health information or financial information, is only shared within our group of
companies on a limited basis, such as to process a prescription related claim or a credit card transaction,
and is not shared for marketing purposes (although may be used by the company to which it was
provided for some marketing purposes). For instance, health information would not be shared between a
Loblaw pharmacist and the provider of health-related insurance such as through PC Financial travel
Subject to the provisions of this policy, we may also share Personal Information and non-personal
information, for the purposes described in this statement, with related companies. These related
companies are not governed by this policy, but have in place their own policy or policies as well as
appropriate safeguards for the protection of Personal Information. For example, to enhance your
shopping experience, we may share your history of transactions through the Canadian Joe Fresh website
with Joe Fresh Inc. (which operates the Joe Fresh online business in the United States). We may also
share your Personal Information with Shoppers Drug Mart Inc. so that we can conduct Market Research
and Communicate with you as described in this policy.
We may also share Personal Information about you with other organizations outside of Loblaw that help
Loblaw provide products, services, programs, promotions, contests or events or help us with our business
operations. These other organizations may include sub-contractors, third party service providers, third
parties that offer products, services, programs, promotions, contests or events under one of our brands,
or organizations that help us improve our products, services, programs, promotions, contests or events as
well as our business and technology systems, procedures and infrastructure. When Loblaw shares
Personal Information with any such party, we limit the use of such Personal Information to those purposes
requested by us and we require the party to have appropriate safeguards for the protection of that
If you have a product, service or program that involves another person (e.g. a bank account that is jointly
owned, or where you have a guarantor for a loan or if you add household members to your loyalty or
financial account), we may share certain of your Personal Information with that person in connection with
that product, service or program. In addition, if you apply for a PC Financial product, service or program,
we may share your Personal Information with the financial institutions, insurance service providers,
underwriters or other financial intermediaries that we work with to offer the product, service or program.
Healthcare. When we provide you with healthcare services, we may share your Personal Information with
your healthcare providers (which may also be referred to as your “circle of care”) and your authorized
family members. We may also share it with others but only with your consent, or as otherwise permitted by law.
For example, we may share prescription information with designated individuals (e.g. parents,
caregivers) who have authority to do so. All such sharing is done in a manner consistent with this policy.
We may also share Personal Information as permitted or required by law. For example, if you fill a
prescription order in one of our pharmacies, we may share Personal Information with your provincial drug
benefit program, private health insurance provider, or other health claim adjudicator as necessary in order
to process your claim. We also, as required by law, provide prescription-related information to regulatory
authorities, government bodies and/or registries.
Other sharing. Canadian law permits or requires the use or sharing of Personal Information without
consent in specific circumstances. These circumstances include situations when permitted or required by
law or necessary to protect Loblaw, our employees, our customers, or others. Should this occur, Loblaw
will not share more Personal Information than is required to fulfill that particular purpose.
Sale or transfer of business. From time to time, Loblaw may decide to sell or transfer all or part of its
business to a related company or to a third party, to merge with another entity, to insure or securitize its
assets; to engage in another form of corporate or financing transaction (including transfers made as part
of insolvency or bankruptcy proceedings) or as part of a corporate reorganization or stock sale or other
change in corporate control. In addition, the manner in which products, services, programs, contests,
promotions and events are provided to you, and the organization providing those products, services,
programs, contests, promotions or events, may also change. If your Personal Information is required in
connection with any such transactions, we will require that the parties involved, including affiliates,
advisors or other service providers, agree to protect your Personal Information with policies meeting
standards equivalent to those set out in this policy both during and after completion of the transaction.
Similarly, the relationship between Loblaw and a third party that provides a product, service, program,
contest, promotion or event under a Loblaw brand may cease. If that third party continues to provide a
product, service, program, contest, promotion or event to you, your Personal Information will be subject to
Other than as stated in this policy or as stated in terms and conditions or as part of a consent in relation
to a product, service, program, contest, promotion or event, Loblaw does not sell, trade or share for
financial or other benefit any Personal Information with third parties.
Loblaw strives to maintain appropriate physical, procedural and technical safeguards with respect to its
stores, pavilions, kiosks, websites, offices and information storage facilities so as to prevent loss, misuse,
unauthorized access, disclosure, or modification of Personal Information. Our safeguards also apply to our
disposal or destruction of Personal Information.
We also seek to ensure that any Personal Information in our custody is as accurate, current and complete
as necessary for the purposes for which we use that Personal Information.
We store, access and use Personal Information in Canada. Unless there is a legal or regulatory
requirement to keep such information in Canada, Personal Information may also be stored, accessed, or
used outside of Canada. For instance, when we engage a service provider outside of Canada, Personal
Information may be stored, accessed or used in any country where the service provider is located, or from
which it provides services, including the United States, India, El Salvador, and the Philippines. Where
Personal Information is located outside of Canada, it is subject to the laws of that jurisdiction.
We actively retain Personal Information only as long as it is required for our relationship and a certain
period of time afterwards to respond to queries or as required by federal and provincial laws. When this
period ends, Personal Information is scheduled for destruction according to our record retention policies.
Depending on the nature of the Personal Information and the purpose for which it was collected, this
schedule may vary.
Depending on the product, service or program you receive, you may be able to access and verify most of
the Personal Information we hold about you by reviewing your account statements or accessing your
account online, or calling the applicable customer service telephone number for the program, product or
service about which you are enquiring.
For Personal Information not available online or via telephone, Loblaw provides a right of access and
review in accordance with applicable laws, and will endeavour to provide the Personal Information in
question within a reasonable time. You will be asked for identification so that we may verify your identity
before providing you with your Personal Information. If you require the documents in an alternative
format, we will make reasonable efforts to provide you with your Personal Information in that format. If
there will be charges for us to retrieve or provide you with specific information that you have requested,
we will advise you of the charges that you would be responsible for and obtain your authorization before
Our policy is to respond to access requests as required by applicable laws. Loblaw may decline access to
Personal Information in certain circumstances. These include where the information requested would
reveal confidential information or Personal Information about someone else, or if legal or regulatory
requirements prohibit providing access or permit not providing access to such information.
If you are concerned about how we treat your Personal Information, please contact the appropriate
Privacy Office using the contact information set out below in “Answering Your Privacy Questions”.
If the Privacy Office is unable to address your concern to your satisfaction, arbitration may be an option
recommended to you to settle the dispute. Arbitration is a form of dispute resolution. If the parties decide
to pursue arbitration, then the parties would refer the dispute to an arbitrator who would take into account
the evidence of each of the parties and render a decision.
If you remain unsatisfied, you may bring the matter to the attention of the appropriate Privacy
Commissioner. Some of our activities are subject to the jurisdiction of the Office of the Privacy
Commissioner of Canada; other activities are subject to the jurisdiction of the Privacy Commissioner of
your province of residence.
Loblaw encourages you to review this policy periodically. If you have any questions about how we treat
your Personal Information, please contact the appropriate Privacy Office listed below.
For enquiries about retail, pharmacy, loyalty, PC® mobile or any other general matters:
1 President's Choice Circle, Brampton, ON L6Y 5S5
For President’s Choice Bank:
25 York Street, PO Box 201, 7th Floor, Toronto, ON M5J 2V5
For PC Financial Insurance Agency Inc. and PC Financial Insurance Broker Inc.:
25 York Street, PO Box 201, 7th Floor, Toronto, ON M5J 2V5
If you have a product, service, program, or are participating in a promotion, contest or event that is
offered by a third party under a Loblaw brand, the third party may hold certain of your Personal
Information. Should you have any questions or concerns, we will direct you to the appropriate contact so
that you may make enquiries as to that party’s privacy policies and practices.
At Loblaw Companies Limited, we understand the responsibility that comes along with collecting, using
and sharing Personal Information. In adopting and adhering to this policy, we assure you that the
Personal Information we collect will be used in an appropriate and responsible manner.
Last Updated: September 4, 2014