What is a privacy incident?
A privacy incident happens when your personal information is lost, stolen, accessed without permission, or shared incorrectly. Personal information includes your name, address, phone number, health details, or financial records held by the City. This covers mistakes by City staff, computer system errors, or physical files left unsecured.
How to report an incident
If you think your information was compromised, tell us right away. You can use the online report form or call 519-555-0100. We ask that you include:
- Your name and contact information
- A clear description of what happened
- When and where it happened
- Any names or departments involved, if you know them
- Any evidence you have, such as screenshots or emails
What happens after you report it
Our Access and Privacy team reviews every report within two business days. We will confirm receipt and let you know how we plan to investigate. Because we follow the Municipal Freedom of Information and Protection of Privacy Act (MFIPPA), we take every report seriously. If the incident involves the Police Service, they lead the investigation. For all other City departments, the City Manager's office oversees the review.
You will receive updates as the investigation moves forward. If we find a breach, we will tell you what went wrong, what we are doing to fix it, and what steps we are taking to prevent it in the future. We will also let you know if we need to notify other people who might be affected.
Complaints about how we handle your information
If you believe the City has mishandled your personal information, or if you are unhappy with how we processed a freedom of information request, you can file a formal complaint. You can do this by email at [email protected] or by mail to the City Clerk at Wrenford City Hall.
We will acknowledge your complaint within five business days. A senior officer will review the matter and provide a written response within thirty days. If you are not satisfied with our response, you have the right to contact the Information and Privacy Commissioner of Ontario (IPC) for an independent review.
Protect your information
While we work to secure your data, you can also take steps to protect yourself. Monitor your bank statements and credit reports for unusual activity. If you notice anything suspicious, contact your financial institution or the relevant service provider immediately. You can also review our privacy policy for residents to learn how we collect, use, and protect your data, and to see what rights you have under the law.
Need help?
Our Access and Privacy team is here to answer your questions. Visit Contact access and privacy for phone numbers, email addresses, and office hours. We are committed to keeping your information safe and your trust.