About Your Privacy

ESI Canada is committed to protecting your personal information. Your privacy is, and has always been, very important to us. It affects all aspects of our business from how we communicate with you to how we handle your personal information.

The following privacy statement is ESI Canada's commitment to protecting your privacy. The statement is based on the Canadian Standards Association (CSA) Model Code for the Protection of Personal Information (CAN/CSA-Q830-96). It describes how ESI Canada subscribes to the principles of the CSA Model Code. ESI Canada complies with all applicable privacy legislation including the Personal Information Protection and Electronic Documents Act (PIPEDA) and the Privacy Act. In this policy, the term “client” is used to refer to a plan member or individual who has their claims paid by an ESI Canada customer.

ESI Canada’s full privacy policy is available upon request. To obtain a copy, send an e-mail message to ESICanada_privacy@express-scripts.com. The policy describes in detail the principles ESI Canada will use to protect the privacy of individual client’s personal information in Canada, no matter how the information is collected or stored. The protection of information about commercial and corporate customers is not dealt with by this statement or the privacy policy. ESI Canada does, however, protect the confidentiality of such information in accordance with the law, applicable contracts, and ESI Canada’s own policies.

If you have any questions about our privacy commitment, you can contact our privacy office at 1.888.677.0111, or ESICanada_privacy@express-scripts.com.

Protection of Personal Information

The benefit management business is based on the collection, organization and evaluation of information about individuals and organizations. Recognizing the sensitivity of personal information entrusted to us by our customers and their clients, ESI Canada has developed this privacy statement in order to safeguard such information. The following outlines the basic principles for the privacy and protection of personal information.

Principles

1. Accountability
   These measures must be applied to all activities related to personal information, namely, the collection, use, communication or disclosure, and correction of files containing personal information.
   
   ESI Canada is accountable for all personal information in its control, including any personal information sent to third parties for processing. ESI Canada has established policies and procedures to comply with its own Privacy Policy, and has designated one or more persons accountable for compliance.
   
   
2. Identifying Purposes
   ESI Canada relies on its customers and providers to identify the purposes for which ESI Canada indirectly collects personal information, and regardless of whether the information is collected in electronic or paper format. To the extent that ESI Canada directly collects personal information from a client, purposes will be identified by ESI Canada before or at the time of the collection.
   
   
3. Consent
   The knowledge and consent of the individual is required for the collection, use or disclosure of personal information, except where such collection, use or disclosure is required or authorized by law.
   
   ESI Canada relies on its customers to obtain the appropriate consents from clients, on ESI Canada’s behalf, before or when they collect personal information, as required by law.
   
   
4. Limiting Collection
   ESI Canada limits the amount and type of personal information it collects. ESI Canada will collect personal information only for the purposes already identified to the client. ESI Canada collects personal information using procedures that are fair and lawful.
   
   
5. Limits for Using, Disclosing, and Keeping Personal Information
   ESI Canada will use or disclose personal information only for the reasons it was collected, unless a client gives consent to use or disclose it for another reason, and such use or disclosure has been authorized by the customer.
   
   ESI Canada will keep personal information only as long as required by the customer; or, as long as necessary for the identified purposes, if customer direction on retention is not provided.
   
   
6. Keeping Personal Information Accurate
   To the best of its ability, ESI Canada will keep personal information as accurate, complete and current as necessary for the identified purposes.
   
   ESI Canada relies on its customers to provide accurate eligibility and enrollment data and to keep such information current. ESI Canada relies on its providers to feed accurate claims data to ESI Canada.
   
   
7. Safeguards
   ESI Canada protects personal information with safeguard appropriate to the sensitivity of the information. Security safeguards aim to protect against loss or theft, as well as unauthorized access, disclosure, copying, use or modification.
   
   
8. Openness
   ESI Canada is open about the policies and procedures it uses to manage personal information. Customers and clients have access to information about these policies and procedures. Information will always be made available in a manner that is easy to understand.
   
   
9. Individual Access
   When clients request access to their personal information, ESI Canada will advise them to contact the relevant customer to find out what personal information ESI Canada has, and what it is being used for.
   
   If a client feels they need to obtain the information they are requesting directly from ESI Canada, ESI Canada will consult with its customer and give the client access to their personal information. However, in certain situations, ESI Canada may not be able to give clients access to all of their personal information. ESI Canada will always explain the reasons for denial of access requests.
   
   Clients may challenge the accuracy and completeness of their personal information and ask that it be amended as appropriate. Changes to existing data will only be made by ESI Canada with the customer’s approval.
   
   
10. Handling Client Complaints and Questions
    Clients may challenge ESI Canada’s compliance with its own Privacy Policy or this statement. ESI Canada has policies and procedures to receive, investigate, and respond to client complaints and questions.