Interview with Peter Cullen

March 2003

Terry McQuay, President of Nymity, recently spoke with Peter Cullen, Chief Privacy Officer, Royal Bank of Canada, and asked him to share some of his thoughts with PIPEDA+ Privacy Newsletter subscribers.

Nymity:  Peter, was compliance with PIPEDA a challenge for the Royal Bank of Canada?

Cullen : At Royal Bank customer privacy is a core value and is key to the relationships we have with our customers. We have been getting written consumer consent for use of consumer data for over 15 years and have had a formal privacy code for same period of time. We were a key player at the table when the CSA Model privacy code, the basis for the PIPEDA Act, was developed. We have been involved with privacy best practices for some time, thus compliance with PIPEDA was not a huge undertaking.

Nymity:  What has PIPEDA's impact been on your customers?

Cullen : We see PIPEDA increasing consumer awareness of privacy, however, our privacy code has provided the same rights to customers as the 10 principles outlined in the Act have so in some respects there are no changes for our customers as a result of PIPEDA.

Nymity:  What does privacy mean to the Royal Bank of Canada?

Cullen : We integrate privacy as part of building consumer trust. We integrate our privacy policies into each line of business and believe that we have been successful, but as consumers continuously change, so must our policies and practices. Our analysis indicates that privacy drives our customers perceptions of our brand and is a factor in terms of customers decision to start or maintain a relationship with us. As RBC is Canada's largest Financial Institution, all factors that affect our brand are taken very seriously.

Nymity:  Where do you see the legislation having impact?

Cullen : With world news and the heightened awareness due the internet, Canadians are concerned about the use of their personal information. Organizations need to fully assess their information collection and use practices and ensure they meet the expectations of their customers.

Nymity:  Any suggestions for organizations new to PIPEDA?

Cullen: It is not year 2000. Don't drop everything, but start your compliance now and try to understand how customers will impact your business. Ask them. Understand your risk. Complete, a privacy impact assessment, at least with one of your business processes. This investigation will give you a great deal of insight into the legislation and the information use practices of your organization.

Nymity:  Any closing thoughts for our subscribers?

Cullen: The next couple years are going to be interesting times for us in the privacy world. First step, learn your own privacy rights as a Canadian.

To learn more about Royal Banks of Canada's visit RBC Privacy Principles.