The Office of the Privacy Commissioner of Canada has opened an investigation into allegations that some Loblaw customers have been unable to delete their PC Optimum accounts.
The office has received several such complaints, spokesman Vito Pilieci said in an email Tuesday.
He said the office can’t comment further due to the active investigation.
Loblaw spokeswoman Catherine Thomas said in an email Tuesday that the company will fully co-operate with the privacy commissioner's office.
In an email to one complainant viewed by The Canadian Press, an investigator for the commissioner’s office said they have received “a high number of complaints” regarding attempts to cancel PC Optimum accounts.
Barrie's News Delivered To Your Inbox
By submitting this form, you are consenting to receive marketing emails from: Central Ontario Broadcasting, 431 Huronia Rd, Barrie, Ontario, CA, https://www.cobroadcasting.com. You can revoke your consent to receive emails at any time by using the SafeUnsubscribe® link, found at the bottom of every email. Emails are serviced by Constant Contact
Several complainants allege they have tried several times to delete their accounts, and that Loblaw has been unresponsive to their queries, the investigator wrote.
"We have a process in place to close PC Optimum accounts as requested, generally within a few weeks and often much sooner than that. During the process, customers will receive an email acknowledging their request, and one confirming the closure," said Thomas in an email Wednesday.
"When calls and/or online requests for our customer service team are higher than normal, it may take a little longer for them to respond. We apologize to anyone who felt the timeline was unreasonable."
The PC Optimum loyalty program has more than 16 million active users, according to Loblaw's 2023 annual report.
The Office of the Privacy Commissioner oversees compliance with the Personal Information Protection and Electronic Documents Act (PIPEDA) as well as the Privacy Act.
According to their website, PIPEDA "sets the ground rules for how private-sector organizations collect, use, and disclose personal information in the course of for-profit, commercial activities across Canada."
Personal information under PIPEDA includes details such as a person's name, age, income or ID number.
This report by The Canadian Press was first published July 24, 2024.
