KEB Hana Bank Canada

As part of this commitment, we have established a privacy program that demonstrates our due diligence to privacy laws and regulations, such as the Privacy Act and the Personal Information Protection and Electronic Documents Act (PIPEDA).
Whether at Branch level, or head office, all KEB Hana Bank Canada employees must complete privacy specific training, and safeguarding your information is always top of mind for our staff.

Personal Information

Personal information is information that identifies you as an individual. It includes not only your name, address, age and gender but also your personal financial records, identification number including your social insurance number, personal references and employment records.

Reasons for Asking for Your Personal Information

We obtain most of your information directly from you. The information we ask for depends on which product or service you want. For every product or service we need your name, address and identification with photo. The followings are reasons for asking for your personal information:

  • to identify you
  • to understand your needs
  • to determine your eligibility for products and services
  • to provide ongoing services
  • to comply with legal requirements

What Information We Collect

We may collect your personal information when you apply for any of our products or services.
We also may collect your personal information if you provide a guarantee on behalf of someone else.

We collect personal information about you such as:

  • Details about you and your background including your name, address, contact information, principal business or occupation, date of birth and other identification;
  • Details about your browsing activities on our website, your browser or mobile device;
  • Your service preferences (for example, language) and activities;
  • Your income, assets, liabilities and credit history (including credit reports from a credit bureau);
  • When required under the Income Tax Act, we will collect your national identification number such as your Social Insurance Number (e.g., interest earning accounts, RRSPs, etc.);
  • Information about your transactions;
  • Persons authorized to act on your behalf under a power of attorney or other legal authority

We may also collect information from commercially and publically available sources, such as:

  • Government agencies and registries
  • Social media
  • News media
  • Other financial or lending institutions
  • Law enforcement authorities

Social Insurance Number (SIN)

We obtain your SIN for reporting your investment income (T5), to comply with the provisions of the federal Income Tax Act, and for administrative purposes to accurately match your personal information with your credit bureau information when applying for our credit product and services.

Financial Information

We also collect your financial information to assess your eligibility for credit product and services.

How We Use Your Personal Information

The Bank uses your personal information to set up, manage and provide ongoing service for the products and services that you request, to communicate with you, to manage our risks and operations, and to meet regulatory and legal requirements.

Sharing Your Information

We may also share your information with third parties for the purposes described below.

1. Related Companies

There may be instances where we share your information with our related companies in order to serve you better, for data processing, to prevent and detect criminal activity, and to enable our related companies to meet global regulatory, legal or other reporting obligations.

2. Third Party Service Providers

We may share your information with third party service providers who perform specialized services on our behalf such as cheque-printing, research, marketing or mail distribution.

Some of our service providers are located outside of Canada and are subject to the laws and regulations of the country where they are located. As a result, your personal information may be accessed by law enforcement officers or regulatory authorities under the laws of those countries.

3. Other Third Parties

We may share your information with other third parties under the following circumstances:

  • to legal counsel representing us
  • for the purpose of collecting a debt owed to us
  • to comply with a request, inquiry or order from lawful authorities or court
  • to an investigative body(-ies) or to government agencies
  • to a person who needs information in an emergency that threatens your life health or security

Your Choices

Access and Correction

We are committed to maintaining the accuracy of your personal information and ensuring that it is complete and up-to-date.

You may access personal information that we hold about you, or ask us to correct any errors or delete the information we have about you. We require a written request along with a copy of government issued identification. To protect your privacy, we need to verify your identity before we can provide you with access to, or change, information about you.

Unless there are extenuating circumstances, we will respond to your request within 30 calendar days. If we are unable to fulfill your access or correction request due to any legal or regulatory restrictions, we will advise you.


Unless we are required by law to collect, use or share your personal information, you can refuse to consent or withdraw your consent to our collection, use or sharing of information about you, by calling us toll-free at: 1-844-533-1725(1QBK), or emailing us at [email protected]. We will act on your instructions as quickly as possible but there may be certain uses of your information that we may not be able to stop immediately.

Please note that you cannot withdraw your consent to the collection, use and sharing of your personal information if:

  • we are legally required to collect, use or share your personal information,
  • it relates to a credit product we have granted to you where we are required to collect and exchange your personal information on an ongoing basis with credit bureaus, credit insurers and other lenders.

You can choose how you want us to communicate with you (for example, e-mail, regular mail or phone). If you no longer wish to receive commercial electronic messages (CEMS) from us including emails on special product or service offers or rate discounts, you may unsubscribe by calling us at toll free number 1-844-533-1QBK (1725), sending us a written request by mail, or emailing us at [email protected]. We do not require a copy of identification if you wish to unsubscribe to CEMs. Do not include any confidential information in an emailed request.

Resolving Concern or Complaints

If you have any concerns or complaints about the privacy and confidentiality of your information, please follow these three steps.

Step 1. You can contact our Compliance Officer at the branch

1. Ontario:

Main Branch
4950 Yonge Street, Suite 103, Toronto, ON, M2N 6K1
Tel: (416) 222-6500 Fax: (416) 222-5855

Bloor Branch
627 Bloor Street West, Toronto, ON, M6G 1K8
Tel: (416) 533-8593 Fax: (416) 531-1047

Mississauga Branch
90 Burnhamthorpe Road West, Suite 120, Mississauga, ON, L5B 3C3
Tel: (905) 272-3130 Fax: (905) 272-3430

Thornhill Branch
7670 Yonge Street, Suite 5, Thornhill, ON, L4J 1W1
Tel: (905) 707-7001 Fax: (905) 707-0171

2. British Columbia:

Coquitlam Branch
4501 North Road, Suite 108, Burnaby, BC, V3N 4R7
Tel: (604) 420-0019 Fax: (604) 420-0066

Surrey Branch
#100-10428 153 Street, Surrey, BC, V3R 1E1
TEL: (604) 609-2700 FAX: (604) 498-8267

3. Alberta:

Calgary Branch
1222-11th Avenue, SW, Unit 100, Calgary, AB, T3C 0M4
Tel: (403) 398-7070 Fax: (403) 398-1045

Step 2. If you are dissatisfied with Step 1, you can contact Chief Compliance Officer (CCO) of the bank

Head Office
4950 Yonge Street, Suite 1101, Toronto, ON, M2N 6K1
Tel: (416) 227-5570 Fax: (416) 222-5822
E-mail: [email protected]

Step 3. If above steps do not resolve your complaint or when 90 days have elapsed since escalating your concerns to the Chief Compliance Officer (CCO) of the bank, you can seek the assistance of Ombudsman for Banking Services and Investments.

Ombudsman for Banking Services and Investments (OBSI)
20 Queen St. West, Suite 2400, P.O. Box 8, Toronto, ON M5H 3R3
Toll free telephone: 1-888-451-4519
Fax: 1-888-422-2865
Greater Toronto Area: 416-287-2877
E-mail: [email protected]

Industry Regulators:

Financial Consumer Agency of Canada (FCAC)
427 Laurier Avenue West, 6th Floor
Ottawa, ON, K1R 1B9
Call (English): 1-866-461-FCAC (3222)
Call (French): 1-866-461-ACFC (2232)
For calls from outside Canada: 613-960-4666
Teletypewriter (TTY): 1-866-914-6097/613-947-7771
Fax: 1-613-941-1436 or 1-866-814-2224

Office of the Privacy Commissioner of Canada
30 Victoria Street, Gatineau Quebec, K1A 1H3
Toll free telephone: 1-800-282-1376
Fax: 1-819-994-5424

Guide for Secure Banking

  1. 1) Be suspicious if someone contacts you unexpectedly online and asks for your personal information.A safe strategy is to ignore unsolicited requests for information, no matter how legitimate they appear, especially if they ask for information such as a Social Security number, bank account numbers and passwords. Please remind that we never send you messages asking you to provide us via email with any personal or account information.
  2. 2) Always manually enter the web address or bookmark under favorites for the financial institutions websites.If you click the linked URL displayed under the spam mail, bulletin boards, loan websites etc. it will redirect you to a fraudulent website to steal your financial and personalinformation. Therefore, it is imperative that you always manually enter the web address or bookmark under the favorites folder.
  3. 3) Refrain from accessing you banking account at public network areas.Public network areas are vulnerable from being hacked or exposed from malicious codes such as Trojans. Furthermore, accessing your account at public areas is highly risky of leakage of sensitive information. Therefore, we strongly recommend you to avoid accessing your financial account at public areas.
  4. 4) Do not open suspicious e-mails and any links posted on the bulletin board. Furthermore, do not open/save suspicious attachments.Delete any e-mails that are suspicious or uncertain in nature, that has no affiliation with you, and that contains suspicious attachments.
  5. 5) Do not expose your financial information via text, e-messenger, or any other electronic means.Exposure of your sensitive information is most vulnerable during electronic means of correspondence. Since hacking is active during texting, e-messenger, or any otherelectronic means, do not share your financial or personal information online (i.e. account number, ID, password etc.)
  6. 6) Always log-out after banking online.Be sure to log-out after online banking use. If you do not log-out properly, your information may be vulnerable for exposure; therefore always log-out.
  7. 7) Phishing Prevention GuidePhishing is a combination of personal information (Private data) and Fishing intended to trick you into falsely luring your financial and personal information. Fraudulent websites (phishing websites) will ask you to input such information as account number, SIN, password, PIN etc., and is considered as financial fraud. However, there are ways of preventing from exposing your sensitive information. Phishing prevention methods are as follows: Do not access linked URL sites AND unverified e-mail via online bulletin boards. Do not open e-mail attachments ending with exe, bat, scr, or any other executable files, and do not open compressed files unless you have confirmed the authenticity of the sender. Confirm the validity of the sender’s e-mail address if you suspect it is uncertain. Check the authenticity of the financial company’s website prior to use/access. Verify its authenticity by simply contacting the related bank, credit card company etc. by telephone.
  8. 8) Basic Security Tips
    • Be sure to remind and keep basic security tips and rules to avoid potential threats.
    • Keep your software, apps and device’s operating system up to date.
    • Install anti-virus software that prevents, detects and removes malicious programs.
    • Use a firewall program to prevent unauthorized access to your PC.
    • Only use security products from reputable companies.
    • Take advantage of Internet safety features.
    • Be careful where and how you connect to the Internet.
    • Take precautions if you provide financial account information to third parties online.
    • Don’t leave your PC or mobile device unattended and use a device password or other security feature to restrict access in case your device is lost or stolen.
    • Back up data on your PC and mobile device.
    • Have the ability to remotely remove data from your device if it is lost or stolen.
    • Don’t let anybody make financial transactions for you but yourself.
    • Be careful what you share in using social networking sites:
    • Remember that no financial institution will email you and ask you to put sensitive information such as account numbers and PINs in your response.
    • Assume that a request for information from a bank where you’ve never opened an account is probably a scam.
    • Verify the validity of a suspicious looking email or a pop-up box before providing personal information.
    • Check your security settings on social network sites.
    • Take precautions when communicating with your bank.
    • Be cautious about giving third-party programs or apps, such as sites for games or quizzes, the ability to use information from your social networking pages.
    • Periodically search to see if someone has created a fake account using your name or personal information on social networking sites.