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Privacy
Our commitment to your privacy
At Conexus, protecting your privacy is fundamental to how we do business. Our Board has adopted this Privacy Code, approved supporting policies and procedures, and appointed a Privacy Officer accountable for compliance and for helping you exercise your privacy rights.
1) What “personal information” means
“Personal information” is information about an identifiable individual. It can include your name, contact details, age, marital status, employment history, financial records, Social Insurance Number (SIN), and -where applicable - biometric identifiers (such as facial features or fingerprints). Conexus does not collect, receive, or store biometric identifiers used for authentication on your device. When you choose to use biometric login (e.g., fingerprint or facial recognition), the biometric information remains encrypted on your device and is not accessible to us.
2) Why we collect personal information
We collect only the information we need to:
- Understand your needs and determine eligibility for products and services;
- Open, maintain, and administer accounts and deliver services;
- Obtain credit reports and assess creditworthiness;
- Manage security and risk related to your accounts and our services;
- Comply with legal and regulatory obligations;
- Assist in dispute resolution; and
- Offer products and services from Conexus and selected affiliates and service providers; and
- Conduct research and surveys to assess satisfaction with our products and services.
With your permission, we may also use your SIN to help accurately match your credit information. Sharing your SIN for this purpose is completely optional and not required to open an account or receive service.
3) How we obtain your information
We collect information directly from you and through your product and service arrangements with or through us. With your authorization, we may also obtain information from credit bureaus, other financial institutions, and references you provide.
4) Our 10 privacy principles
We follow ten recognized privacy principles:
- Accountability – Our Privacy Officer is accountable for compliance with this Code.
- Identifying Purposes – We identify purposes before or at the time of collection.
- Consent – We obtain your knowledge and consent (express or implied) for collection, use, and disclosure.
- Limiting Collection – We collect only what is necessary for the identified purposes.
- Limiting Use, Disclosure & Retention – We use and disclose information only as consented or as required by law and retain it only as long as needed.
- Accuracy – We keep information accurate, complete, and up to date as necessary.
- Safeguards – We protect information with appropriate administrative, technical, and physical safeguards.
- Openness – We make information about our policies and practices readily available.
- Individual Access – You can request access to, or correction of, your personal information.
- Challenging Compliance – You can challenge our compliance with these principles.
5) Consent and your choices
Depending on the sensitivity of the information, your consent may be written, verbal, or electronic. We obtain written consent when you become a member or apply for new services. We may continue to use information collected before this Code for the same purposes unless you withdraw consent (implied consent).
We obtain your consent before we: obtain credit reports or check references; contact you about products or services by mail, email, or phone; share information with affiliates to offer their products/services; disclose information to third parties unless required by law or necessary to provide services; or conduct research/surveys as described.
You may limit or withdraw consent at any time, subject to legal or contractual obligations. We will explain any implications and process your choice as quickly as possible.
6) Sharing information with service providers and affiliates
We use trusted service providers for functions such as statement production, data processing, payment clearing, card services, digital services, research, and analytics. They receive only the information necessary to perform their services and must protect it under contract. We may share limited information within our corporate family to offer a full range of financial products and services.
A current list of key service providers and affiliates is available upon request.
7) Accessing and correcting your information
You have the right to access the personal information we hold about you and to request corrections. We aim to respond within 30 days of receiving your request. If your request is complex or voluminous, we may require additional time. If a fee applies, we will provide an estimate in advance.
How to make a request: Visit a branch, email at privacyofficer@conexus.ca, or contact us at 1-855-875-2255. To help us locate your information, please describe your request as precisely as possible.
We collect limited information when you visit our public website(s), such as IP address, browser type, operating system, and referring address, to create usage statistics and improve services. We use session cookies (expire when you close your browser) and persistent cookies (remain for a set period) to maintain session integrity, remember preferences, analyze site usage, and, where permitted, present New Conexus marketing on other websites.
Our website may utilize third-party service providers to support website security, spam prevention, and fraud detection. These providers may collect technical information such as IP addresses, browser characteristics, and device information as necessary to provide these services.
9) Digital banking & mobile app privacy
When you use online banking (secure, login required areas), we maintain a secure channel and log transactions to ensure accuracy and service delivery; we treat these records with the same care as branch transactions.
Our mobile app may request device permissions - for example:
- Camera (mobile deposit)
- Location (find branches/ATMs
- Phone (tap to call)
- Contacts (to set up e Transfer recipients you select)
- Storage (to view or download PDFs)
Biometric Login (Fingerprint or Facial Recognition)
Our digital banking services offer the option to use your device’s built in biometric authentication (such as fingerprint or facial recognition) to log in.
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Your biometric data never leaves your device.
New Conexus does not collect, store, or have access to your fingerprint, facial image, biometric template, or any biometric identifiers. -
Authentication is performed by your device’s operating system.
Apple, Google, and other device manufacturers store and verify biometric information within a secure, encrypted area of the device. Our systems receive only a “successful/unsuccessful” authentication signal. -
Use of biometrics is optional.
You may enable or disable biometric login at any time in your device settings or within the mobile app. -
Alternative login methods are always available.
You may continue to log in using your password, PIN, or other available authentication methods.
For more information on how your device handles biometric information, please refer to the privacy policies of the device manufacturer and operating system provider.
10) Security monitoring (branches and contact centre)
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Video surveillance (and, in some lobbies, audio). We use surveillance for safety and security. Recordings that identify individuals are personal information. Typical retention is 90 days, unless we need to keep them longer for investigations, legal, or regulatory purposes.
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Facial recognition (if applicable). Where used, facial recognition compares live camera footage with records from prior safety/security incidents or publicly available sources to help protect members and staff. By entering our
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Call recording & intelligent transcription. Calls to our Contact Centre are recorded and may be transcribed/summarized by intelligent systems to ensure accuracy, security, service quality, and staff training.
11) How to contact us
Privacy Office – Conexus Credit Union
P.O. Box 1960 Stn Main
Regina, SK S4P 4M1
Web: Contact Us
Email: privacyofficer@conexus.ca
12) Complaints & escalation
If you have concerns about our handling of your personal information, please contact our Privacy Office. If we cannot resolve your concern, we will explain your options, which may include contacting the Office of the Privacy Commissioner of Canada (30 Victoria Street, Gatineau, QC K1A 1H3; 1 800 282 1376).
13) Updates to this Privacy Code
We may update this Privacy Code to reflect changes in our practices or legal requirements. The effective date appears at the top of this page.
Information we collect on the website
Technical data such as IP address, browser type, operating system, device identifiers;
Usage data such as pages viewed, time on page, navigation paths, and referring address (the link you used to access our site);
Fraud prevention signals (e.g., coarse device and behavior attributes) to safeguard accounts;
We use this information in aggregate to improve site performance and user experience and, where permitted, to tailor marketing about Conexus products and services.
Cookies and similar technologies
We use cookies and similar technologies to remember preferences, maintain session integrity, perform analytics, and (where permitted) present Conexus marketing on other websites.
Types of cookies we use
Session cookies – temporary cookies that are deleted when you close your browser;
Persistent cookies – remain on your device for a set period or until you delete them;
Managing cookies
You can control cookies through your browser settings and our Cookie Preferences tool. Disabling certain cookies may affect site functionality.
Analytics, advertising & your choices
We may use analytics tools to understand how our site is used. Where permitted, we may also use advertising technologies to present Conexus marketing on other websites. You can manage your ad preferences directly with major platforms:
Google Ads Preferences – [GoogleHelp]
Facebook/Instagram Ad Preferences – [FacebookHelp]
Twitter/X Ad Preferences – [Twitter/XHelp]
LinkedIn Ad Preferences – [LinkedInHelp]
YouTube Ad Preferences – [YouTubeHelp]
Google reCAPTCHA
Some pages use Google reCAPTCHA to help protect our site from automated abuse. reCAPTCHA collects browser and user information (for example, prior cookies placed by Google, mouse clicks, date, browser language, and installed plug ins) to determine whether a visitor is a human. Use of reCAPTCHA is subject to Google’s Privacy Policy and Terms of Service.
Email and web forms
If you send us an email or submit a web form, we use the information you provide only to respond to your inquiry or act on your request. Please do not include sensitive financial information in unencrypted email.
Links to other websites
Our website may link to sites that are part of, affiliated with, or have a business relationship with Conexus. When you leave our site, the only information transferred is the referring address (that you came from our website). We are not responsible for the privacy or security practices of third party sites.
Anti-Spam (Commercial Electronic Messages)
We only send commercial electronic messages (CEMs) in compliance with applicable anti-spam laws. Our policy includes:
We don’t spam you
Spam is unsolicited CEMs, typically sent in bulk. A CEM may be considered spam if (a) the recipient’s identity and context are irrelevant and the message is broadly applicable; and (b) the recipient has not provided explicit or implied, still revocable permission to receive it. Many spam messages also contain false or misleading information.
When we send CEMs
- You provided your email address and consented to receive CEMs;
- We are responding to your request for information;
- We are communicating about your account(s), loans, or similar relationships with us;
- We provide information and updates about products/services you have with Conexus.
Unsubscribe at any time
All Conexus CEMs include an unsubscribe link. We process unsubscribe requests as soon as possible and no later than 10 days after your request. You can also contact us to unsubscribe, and we will remove you from future CEMs.
We protect your information
Conexus does not knowingly do business with companies that send spam. We do not sell or exchange your information, and we do not permit others to collect or harvest member email addresses.
Digital Banking & Mobile App Privacy
This notice describes how your personal information is collected and used within our secure online/digital banking services (login required areas) and our mobile app.
Controlled access to your information
To ensure only you access your personal financial information, we restrict access to secure online banking by requiring authentication (e.g., username and password/PAC). Our employees do not know your password and will never ask you to reveal it.
Transactional services and records
Digital banking provides many transactional functions (for example, transfers and bill payments). We log transactions to ensure your accounts are debited or credited appropriately and to provide you with a history for verification. These records are treated with the same care as transactions performed in branch or through other channels.
Creating a secure channel
We use industry standard security controls to create a secure channel between your browser/app and our servers when you use digital banking. For additional information, see our Internet Security page.
Application forms
For convenience, secure online application forms may be available for loans, mortgages, and other products. Information you provide is used to assess and deliver the requested product or service, similar to applications submitted through other channels.
Website usage statistics (secure areas)
To improve our services, we may collect statistics about how members use secure online features. These statistics are viewed in aggregate and are not associated with you as an identifiable individual unless necessary for fraud prevention or security.
Our use of cookies (secure areas)
We use a session cookie to maintain the integrity of your online banking session. Session cookies do not store personal details such as your name or account balances.
Social Media House Rules & Privacy
These guidelines explain how we use social media, how we protect your privacy, and how we moderate our channels.
What we post
- Products, services, promotions, or contests;
- Community events and initiatives;
- Educational content and financial tips;
- News and media releases;
- Stories that highlight our positive community impact.
Advertising and tracking on third party platforms
We may use interest-based advertising with third party platforms (e.g., Google, Facebook/Instagram, Twitter/X, LinkedIn, YouTube). These platforms may use information about your visits to the public areas of our site to show you Conexus ads. Your activity within Digital Banking and other secure, authenticated areas of our site is not tracked for advertising purposes.
Online member support
For assistance, contact our Member Contact Centre at 1-855-875-2255, live chat, or Conexus - Connect With Us. We may also provide general assistance via social media during business hours. We will never ask for your account number, SIN, or PAC/PAN on social media.
House rules
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Be respectful – we welcome diverse perspectives; hate, harassment, or profanity may be removed;
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Protect privacy – never post personal or account information;
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Stay relevant – avoid unrelated links or promotions;
Posts that don’t align with these rules may be removed. Repeated violations may result in blocking. Third party platforms have their own privacy and security policies, which apply when you use their services.