Confidentiality and Privacy Practices
SQM Group considers your privacy to be of the highest importance. SQM Group adheres to the Code of Conduct and Good Practices as outlined by the Marketing Research and Intelligence Association (MRIA) and the Council of American Survey Research Organizations (CASRO) Code of Standards and Ethics for Survey Research. SQM Group has high standards of professional competence and ethical conduct in the design, implementation, surveying, analysis and reporting of our contact center service quality research. All employees are required to complete a background screening and security check prior to employment with SQM Group. Security checks are conducted by ADP for American employees and BackCheck for Canadian employees. BackCheck is a division of Checkwell Decision Corporation, the largest Canadian human resource company dedicated to providing pre-employment background screening. SQM Group does not disclose, sell or trade our contact lists for any reason. Customers are told at the beginning of the survey that their call may recorded and/or monitored for quality purposes.
Uses and disclosures of personal information
SQM Group collects information under the direction of its clients, and has no direct relationship with the individuals whose personal data it processes. SQM Group is committed to protecting the privacy of our clients and their customers.
Our privacy policies are constructed around the Personal Information Protection and Electronic Documents Act (PIPEDA) and the Health Insurance Portability and Accountability Act (HIPAA). SQM Group will not sell, trade, or otherwise disclose customer information for any reason except as required by law, such as complying with a subpoena. We will never use our customer lists to attempt to solicit products or services. We only collect personal information that is needed to carry out our business and we limit unnecessary or inappropriate access to your personal information. We will share client information with other clients only with prior written approval. If SQM Group is involved in a merger, acquisition, or sale of all or a portion of its assets, you will be notified via email and/or a prominent notice on our website of any change in ownership or uses of your personal information, as well as any choices you may have regarding your personal information.
If you complete a survey with SQM Group, we will use your information to help our clients serve you better. Survey results along with personally identifiable information (PII) will be disclosed only to authorized individuals at the company indicated at the beginning of the survey. Any protected health information (PHI), as defined by HIPAA (45 CFR 160 and 164), disclosed to us during a survey is removed from audio recordings and transcriptions of the survey and are not disclosed except as required under HIPAA. As it is not necessary to our business, we make every effort to not store any PHI in any form.
- Examples of PII that is being collected are name, telephone number, account number
- Examples of PHI that is not being collected are diagnoses, treatment, or payment information
When a customer completes a survey and requests that their personally identifiable information be kept anonymous, SQM Group will honor that request. A customer that requests not to be surveyed will be placed on our do not contact list within 24 hours of their request.
Access: You have the right to access and amend your personal information. SQM Group has no direct relationship with the individuals whose personal data it processes. Survey respondents who seek access, or who seek to correct, amend, or delete inaccurate data should direct his/her query to SQM Group’s client. Please note that if you request copies of your personal information, we may charge you a reasonable, cost-based fee. If the client requests SQM Group to remove the data, we will respond to their request within 30 business days.
Disclosure accounting: You have the right to request an accounting of disclosures of your personal information made by SQM Group. For example, a list of our clients and surveys you have completed for them. Please send a written request to our Privacy and Security Officer, Glen Mah at the contact information provided at the end of this notice.
We collect information for our clients, if you are a customer of one of our clients and would no longer like to be contacted by clients that use our service, please contact the client directly.
Service providers, sub-processors/onward transfer
SQM Group may transfer personal information to companies that help us provide our service. Transfers to subsequent third parties are covered by the provisions in this policy regarding notice and choice and the service agreements with our clients.
SQM Group will retain personal data we process on behalf of our clients for as long as needed to provide services to our client. SQM Group will retain and use this personal information as necessary to comply with our legal obligations, resolve disputes, and enforce our agreements.
Information related to data collected through sqmgroup.com
You may choose to stop receiving our newsletter or marketing emails by following the unsubscribe instructions included in these emails or you can contact us at email@example.com
Cookies and other tracking technologies
We will retain your information for as long as your account is active or as needed to provide you services. If you wish to cancel your account or request that we no longer use your information to provide you services contact us at firstname.lastname@example.org. We will retain and use your information as necessary to comply with our legal obligations, resolve disputes, and enforce our agreements.
We post customer testimonials/comments/reviews on our website which may contain personally identifiable information. We do obtain the customer’s consent via email prior to posting the testimonial to post their name along with their testimonial. To request removal of your personal information from Testimonials or comments please contact us at email@example.com.
Email a friend
If you choose to use our referral service to tell a friend about our site, we will ask you for your friend’s name and email address. We will automatically send your friend a one-time email inviting him or her to visit the site. SQM Group stores this information for the sole purpose of sending this one-time email and tracking the success of our referral program.
Your friend may contact us at firstname.lastname@example.org to request that we remove this information from our database.
We may provide you the opportunity to participate in surveys on our site. If you participate, we will request certain personally identifiable information from you. Participation in these surveys is completely voluntary and you have the choice whether or not to disclose this information. The requested information typically includes contact information (such as name and shipping address), and demographic information (such as zip/postal code).
Links to other websites
Our site includes links to other websites whose privacy practices may differ from those of SQM Group. If you submit personal information to any of those sites, your information is governed by their privacy statements. We encourage you to carefully read the privacy statement of any website you visit.
The security of personal information is important to us. We follow generally accepted industry standards to protect the personal information submitted to us, both during transmission and once we receive it. No method of transmission over the Internet, or method of electronic storage, is 100% secure, however. Therefore, we cannot guarantee its absolute security. If you have any questions about security on our website, you can contact us at email@example.com.
When you enter sensitive information on our site we encrypt the transmission of that information using secure socket layer technology (SSL). All of SQM Group’s servers are regularly tested for penetration vulnerabilities.
Questions and complaints
If you want more information, have questions, concerns, or believe we have violated your privacy rights, please do not hesitate to contact us using the information at the end of this notice. We support your right to protect the privacy of your personal information.
SQM Group Privacy and Security Officer
301 – 3126 31st Avenue, Vernon, BC