Privacy resolutions from the PCC

Privacy resolutions from the Privacy Commissioner of Canada:

News Release: Do you resolve to protect your privacy in 2008? (December 27, 2007) - Privacy Commissioner of Canada

Do you resolve to protect your privacy in 2008?

OTTAWA, December 27, 2007 – Threats to the privacy rights of Canadians will intensify in 2008 unless organizations resolve to do more to protect personal information, warns Privacy Commissioner of Canada Jennifer Stoddart.

“Heightened national security concerns, the growing business appetite for personal information and technological advances are all potent – and growing – threats to privacy rights,” says Commissioner Stoddart.

“The coming year will be another challenging one for privacy in Canada.”

With that prediction in mind, Commissioner Stoddart today released her 2008 list of top 10 suggested New Year’s resolutions for businesses, individuals and government.

Resolutions for businesses in Canada:

1. Protect personal information with strong security.

More than 162 million records were compromised by theft or loss in 2007, triple the number of data losses for the previous year, according to a USA Today analysis of breaches in the US, Canada and other countries. This alarming trend can be reversed if businesses begin to recognize the value of personal information. The disastrous breach involving Winner’s and HomeSense stores is an example of what can go wrong if businesses don’t invest in the latest security.

2. Use encryption to protect personal information on mobile devices such as laptops.

We are seeing too many headlines about personal information at risk because a laptop has been lost or stolen. Organizations must ensure personal information on a mobile device is encrypted – protecting information stored on a laptop with a password is simply not enough.

3. Ensure credit card processing equipment masks complete card numbers on receipts.

Complete credit card numbers should not be printed on receipts for electronically processed transactions. Businesses were supposed to switch to electronic processing equipment that masks card numbers – for example, by printing Xes – by the end of 2007. Printing complete card numbers exposes customers to the risk of identity theft. (Some very small businesses may still be manually taking imprints of cards because it is not economically feasible for them to purchase electronic equipment. They should still take all steps necessary to protect the information they collect.)

Resolutions for Canadians:

4. Think twice before posting personal information on social networking sites.

Many Facebook and Myspace users think of these sites as private, when, in reality, the information they post can often be seen by just about anyone. Before posting something, ask questions such as: How would I feel defending this comment or photo during a job interview five years from now? Am I harming someone else or invading someone’s privacy by posting this comment, photo or video? We like this simple rule of thumb: If Grandma shouldn't know, it shouldn't be posted.

5. Ask questions when someone asks for personal information.

It’s a good idea to understand why information such as your phone number or postal code, or driver’s licence is being requested and how it will be used. If you are concerned about receiving junk mail or telemarketing calls, decline to provide the information. Canada’s privacy laws offer you a choice about providing personal information that is not necessary for a transaction.

6. Take steps to protect your personal information.

Invest in a good shredder or burn all documents that include your name, address, SIN, financial information or other sensitive personal information. Papers containing personal information don’t belong in the recycling bin.

Resolutions for the federal government:

7. Overhaul the no-fly list to ensure strong privacy protections for Canadians.

The no-fly list involves the secretive use of personal information in a way that has very serious impact on privacy and other human rights. Innocent Canadians face the very real risk they will be stopped from flying because they’ve been incorrectly listed or share the name of someone on the list.

8. Move forward with proposed reforms to Canada’s privacy laws.

The federal government is currently holding consultations on important amendments to the Personal Information Protection and Electronic Documents Act (PIPEDA). These proposed changes include mandatory breach notification, a step that would encourage businesses to take security more seriously and protect Canadians against identity theft.

We also urge the federal government to open a review of the Privacy Act, which will be celebrating its 25th anniversary in 2008. Canadians should be offered the same level of legal protection under the Privacy Act as they have, as consumers, under PIPEDA.

9. Ensure that identity theft legislation is swiftly passed.

The government has introduced Criminal Code amendments to help police stop identity thieves or fraudsters before Canadians suffer actual financial harm. The changes include explicit penalties for collecting, possessing and trafficking in personal information.

10. Develop anti-spam legislation.

Canada remains the only G-8 country without anti-spam legislation, raising the danger that we will become a harbour for spammers. Halting the proliferation of spam is another important measure necessary to address identity theft.

The Privacy Commissioner of Canada is mandated by Parliament to act as an ombudsman, advocate and guardian of privacy and the protection of personal information rights of Canadians.

Privacy laws and general cluelessness

Karen Selick, a lawyer from Belleville, has an opinion piece in a recent National Post going on a tirade against privacy laws. I can certainly see her point. But the problem is not the privacy laws themselves, but the general cluelessness of the people who cite them to avoid doing something they can and likely should do.

The examples raised by Ms. Selick are general bureaucratic nonsense, but I do agree that privacy laws are increasingly and incorrectly cited by people who should know better:

The CRA vs. Canadian men

Wednesday, November 07, 2007

It appears that the Canada Revenue Agency (CRA) has recently established a policy of ripping off divorced or separated men on the flimsiest of pretexts. Within the past month, two of my legal clients have had their spousal support deductions disallowed, despite having filed copies of the documents (court order or separation agreement) proving that they have to pay.

They've both received letters from CRA bureaucrats saying they must provide signed receipts from their estranged wives. Fat chance. The wives have no obligation to provide receipts. Many women in these circumstances would withhold receipts either as a bargaining tactic to exact some other concession, or from sheer malice.

...

I phoned the CRA and spoke to a "pre-assessment review officer." She told me that it was within an officer's discretion to accept other evidence of support having been paid, without insisting that a man approach a hostile wife for receipts, and that she herself would have accepted the copy of the wife's tax return. I suspected that her apparent reasonableness may have arisen because she was talking to an irate lawyer, so I pressed on, asking why the CRA would not, on its own initiative, simply compare the two tax returns and allow the husband's deduction so long as the wife had reported the same amount of income.

Oh no, she said, that would violate the privacy laws. If they allowed the man's deduction so easily, that would be tantamount to spilling some confidential information that the wife had provided on her return.

My mind boggled. The CRA would choose to overtax a man by thousands of dollars rather than have him infer, from the fact that his deduction was allowed, that his wife had complied with the Income Tax Act and reported the money he already knew he had given her.

Could anyone really believe that this is what the Privacy Act requires? What nonsense. Men wouldn't necessarily assume that the CRA had cross-checked their wives' returns. They'd just assume the deduction was allowed because they're legally entitled to it.

The Privacy Act and its private sector counterpart, the Personal Information Protection and Electronic Documents Act (PIPEDA), now loom up unexpectedly and absurdly in many situations, I've observed. Few people know what they really require, so they've become a bogeyman, lurking ominously in the background, waiting to trip up some insufficiently vigilant flunky. It's like being a kid again, worrying that Santa's always watching and will know if you'd been bad or good. When in doubt, don't stick your neck out by saying anything about anything, no matter how absurd and inconvenient the consequences may be to anyone else.

Here's another example: Last year, I spent nine hours at a hospital emergency ward with a relative, who ultimately died there following a stroke. Days later, I wrote a letter praising the three doctors and one nurse who had attended her for their diligence and compassion. I didn't know their names but asked the hospital to pass my letter on to them. Astonishingly, the hospital replied that doing so would violate the privacy laws, unless the deceased's executor consented. Huh? I was there. I watched them doing their jobs. They discussed things with me. I observed their competence and kindness. I wanted them to know that. How on Earth could it violate anybody's "privacy" for the hospital to pass along my letter?

Aah, PIPEDA -- I've pondered this farce before. Every divorce lawyer in the country collects and uses personal information about their clients' spouses. We couldn't do our jobs otherwise. Theoretically, PIPEDA says we're supposed to seek the opposing party's consent to collecting and using information about their incomes, their adultery, their alcoholism, their bankruptcies, etc. Never yet has another lawyer contacted a client of mine seeking consent, so I assume my colleagues are as mystified as I am over how we're supposed to comply. Legislation like this, applied in the ridiculous way in which it is so often applied, undermines respect for the law. And the law could sure stand a little respect these days.

The only thing that I'd add is the last paragraph is likely incorrect. The case between the spouses is not a "commercial activity" so PIPEDA would not apply to that, even if it is facilitated by a lawyer. No PIPEDA, no consent required.

Privacy Commissioner tables report on public sector Privacy Act

The Privacy Commissioner of Canada has tabled her annual report on the Privacy Act in parliament today. The Commissioner notes that the Privacy Act became law when the Commodore 64 was new on the shelves and is getting long in the tooth.

Canadians continue to think personal information not well protected: Tabling of Privacy Commissioner of Canada’s Annual Report on the Privacy Act

October 17, 2007

Canadians continue to think personal information not well protected: Tabling of Privacy Commissioner of Canada’s Annual Report on the Privacy Act

Ottawa, October 17, 2007 — Canadians overwhelmingly feel their personal information is less well protected than it was a decade ago, and they are right to be worried, says the Privacy Commissioner of Canada, Jennifer Stoddart.

Commissioner Stoddart’s 2006-2007 Annual Report on the Privacy Act was tabled today in Parliament. At the same time, the Privacy Commissioner’s Office released new research confirming that Canadians are unsure of how their personal information is protected, and by whom.

Increasingly, Canadians’ personal information is being exchanged with law enforcement and security agencies in other countries. The government has claimed that this transborder flow of information will improve transportation safety and enhance our national security. “We are particularly concerned about the number of travel-related security programs that have been put in place,” says Commissioner Stoddart. “Parliament may not be sufficiently informed about how these programs work and their individual and collective impact on the privacy rights of Canadians.”

The increased collection of personal information under these programs increases the risk that Canadians will be the victims of inappropriate data matching, intrusive data mining, or the unintended consequences of the disclosure of personal information. This increases the risk of surveillance, rendition and unwarranted attention from law and security enforcement both at home and abroad.

These concerns could be addressed, in part, by a review and modernization of the Privacy Act. As the Annual Report notes, “Parliament passed Canada’s public sector privacy law back in 1982 – the same year the Commodore 64 computer hit the market. At the time, both were considered pioneering.”

The Privacy Act, unfortunately, is not equipped to deal with the pressures imposed by tremendous technological change. In fact, Canada’s private sector privacy law, the Personal Information Protection and Electronic Documents Act, provides more protection for Canadians.

As the results of an audit of the government’s Privacy Impact Assessment (PIA) Policy confirm, government departments are not doing enough to protect Canadians’ personal information as they plan new programs or redesign existing programs.

“While we did not identify cases of pervasive non-compliance, many institutions are not fully meeting their commitments under the policy and, by extension, the intent or spirit of the Privacy Act,” says Commissioner Stoddart.

Under the PIA policy, federal institutions are required to assess the potential privacy risks of programs before they are implemented. These institutions must also identify the measures in place to protect personal information as it is collected, stored, used, disclosed and ultimately destroyed.

The Office of the Privacy Commissioner audit found that some institutions made serious efforts to apply the PIA policy but many are lagging behind. PIAs are sometimes completed well after the program has been implemented and, in some cases, not done even when potential privacy issues are evident.

“Privacy protection should be a key consideration in the initial framing of a program or service,” says Commissioner Stoddart. “Current PIA reports offer little assurance to Canadians who want to understand how a government service or program will affect their privacy.”

Canadians not only want to be reassured that their personal information is being protected; they also want to be informed when it is disclosed inappropriately.

Research conducted for the OPC shows that a majority of Canadians (seven in ten) expect to be informed if a security breach leads to the disclosure of information – whether that information is sensitive or not.

That research, a survey of 2,001 Canadians conducted by EKOS Research Associates earlier this year but released for the first time today, also found that:

• Seven in ten Canadians feel their personal information is less protected than it was ten years ago.
  
• A bare majority of Canadians agree that they have enough information to know how new technologies might affect their personal privacy.
  
• About seven in ten Canadians believe that they are doing a relatively good job of protecting their own personal information.
  
• Despite this, almost half of Canadians (46 per cent) carry a Social Insurance Number (SIN) card in their wallet, although this number is a key piece of information used by identity thieves.

“These survey results underline that we – my Office, privacy advocates, regulators and consumer protection authorities – have to work harder to reassure Canadians that their privacy rights are protected,” says Commissioner Stoddart. “We also have to give them the information and tools so they can better protect their own information.”The Privacy Commissioner of Canada is mandated by Parliament to act as an ombudsman, advocate and guardian of the privacy and protection of personal information rights of Canadians.

To view the reports:

• Annual Report to Parliament 2006-2007 – Report on the Privacy Act (Adobe format)
  
• Backgrounder: Findings of a 2007 poll commissioned by the Office of the Privacy Commissioner of Canada
  
• 2007 EKOS Research Associates survey: Canadians and the Privacy Landscape
  
• Assessing the Privacy Impacts of Programs, Plans, and Policies (Adobe Format)

No need for RCMP to keep files secret, privacy Commissioner says

The Privacy Commissioner of Canada has completed a review of the exempt databanks maintained by the RCMP and has concluded that many of the records should not be there in the first place. She calls it "disturbing":

News Release: Large number of files mistakenly held in RCMP exempt data banks "disturbing," says Privacy Commissioner (February 13, 2008) - Privacy Commissioner of Canada

Large number of files mistakenly held in RCMP exempt data banks "disturbing," says Privacy Commissioner

Commissioner tables first special report to Parliament; raises serious concerns about data banks containing documents Canadians can’t access

February 13, 2008 — An audit has found that many of the national security and criminal operational intelligence files sheltered from public access in the RCMP’s exempt data banks did not belong there, says the Privacy Commissioner of Canada in a special report to Parliament.

"These data banks have been crowded with tens of thousands of files that should not have been there," says Commissioner Jennifer Stoddart.

"Government transparency and accountability are fundamental concepts in democratic countries like Canada. Being named in a national security exempt bank file could have a harmful impact, particularly in a post 9-11 environment. For example, it could potentially affect someone trying to obtain an employment security clearance, or impede an individual’s ability to cross the border."

Exempt data banks serve to withhold the most sensitive national security and criminal intelligence information. Government departments and agencies which control these records will consistently refuse to confirm or deny the existence of information in response to an individual’s request for access.

Canadians should be able to see their personal information – except under limited circumstances, such as where the disclosure could threaten national security, international affairs or lawful investigations.

"The large number of documents held in these exempt banks when their inclusion was unwarranted is disturbing – particularly given the RCMP was advised of compliance problems 20 years ago and made a commitment to properly manage such banks " says Commissioner Stoddart.

"More than half of the files examined as part of our audit should not have been there."

The Privacy Commissioner announced during her appearance before the Maher Arar inquiry – where the sharing of personal information by police became a central issue – that her Office would audit exempt data banks held by federal government departments and agencies.

The audit findings are detailed in a special report tabled today in Parliament. This is the first time the Privacy Commissioner has used her powers under the Privacy Act to issue a special report.

RCMP’s Exempt Banks

The RCMP has two exempt banks: Criminal Operational Intelligence Records and National Security Investigations Records.

Of the files the Office of the Privacy Commissioner (OPC) tested, more than half of the national security files and over 60 per cent of criminal operational intelligence files did not warrant exempt bank status. Exempt banks are designed to hold only the most sensitive of such information. These files did not meet the threshold for inclusion in an exempt bank as set out in the Privacy Act and/or the RCMP’s own policy.

These findings are of particular concern given that, with few exceptions, the audit was conducted on files already examined by the RCMP as part of a recent internal review.

To illustrate, one seven-year-old file in the national security exempt bank detailed a resident’s tip that a man had gone into a rooming house and drugs might be involved. Police investigated, but found the man had simply dropped his daughter off at a nearby school and stepped out of his car to smoke.

RCMP Internal Review

While the OPC audit was proceeding, the RCMP conducted its own internal review, which has so far resulted in the removal of more than 45,000 records from the criminal operational intelligence exempt data bank. This review found varying rates of compliance:

• Almost 99 per cent of criminal intelligence exempt data bank holdings – more than 2,700 documents – at RCMP headquarters should not have been there.
  
• At B Division in Newfoundland and Labrador, roughly two-thirds of documents – close to 37,000 records – were incorrectly kept in the criminal intelligence exempt bank.

An internal review of the national security exempt data bank holdings at 13 divisions resulted in the removal of more than 1,400 files – more than 40 per cent of the files examined.

Notwithstanding the large number of records removed from the exempt data bank holdings as a result of the internal review, the OPC audit concluded both banks remain overpopulated.

"The problems are largely due to a general lack of awareness within the force of exempt bank policy and the absence of ongoing monitoring," says Commissioner Stoddart.

Past History of the RCMP Exempt Bank

In the late 1980s, the RCMP’s criminal operational intelligence exempt bank order was rescinded for non-compliance following another OPC review.

"That exempt bank order was reinstated with an understanding that the RCMP would adhere to guidelines for managing exempt bank holdings. Unfortunately, the RCMP has not met this commitment," the Commissioner says.

"While there is a clear need for exempt data banks to ensure highly sensitive information related to security and intelligence work is protected, privacy concerns must also be considered. Greater care must be taken to ensure that personal information is concealed in an exempt data bank only when absolutely necessary."

Results

The Privacy Commissioner is satisfied that the RCMP is taking the audit observations and recommendations seriously and will take action to ensure its exempt banks comply with the Privacy Act and RCMP policy.

The OPC will examine how the RCMP has followed through on its plans to improve how the exempt banks are managed within the next two years.

The special report and a backgrounder are available at http://www.privcom.gc.ca/.

The Privacy Commissioner of Canada is mandated by Parliament to act as an ombudsman, advocate and guardian of privacy and the protection of personal information rights of Canadians.

From the Globe & Mail:

globeandmail.com: No need for RCMP to keep files secret, privacy czar says

No need for RCMP to keep files secret, privacy czar says

OMAR EL AKKAD

February 14, 2008

OTTAWA -- More than half the files in the RCMP's secret data banks should not be there, the federal Privacy Commissioner said yesterday in a report that is likely to renew calls for an overhaul of the national police force.

An audit by the commissioner's office found that tens of thousands of files in the RCMP's two "exempt" banks - which are designed to hold the most sensitive national security and criminal intelligence information - should not be secret, and many should have been removed years ago.

"These finds are particularly concerning given that, with few exceptions, the audit was conducted on randomly selected files already examined by the RCMP as part of an internal review," Privacy Commissioner Jennifer Stoddart said in a news release accompanying the report.

Ms. Stoddart said the large number of files kept secret was not only unjustifiable, but illegal.

In one case, a man on a Canada-U.S. bus tour, exasperated with a delay by the tour guide, joked that he should hijack the bus, Ms. Stoddart said. The bus driver told U.S. customs officials, and the RCMP were called. Even though it was deemed that the incident was clearly not a serious hijacking attempt, a file was kept in one of the secret banks for more than five years.

Ms. Stoddart said Canadians should be concerned about the large number of unnecessarily secret files because they can have a serious impact on someone looking to cross the border or obtain security clearance for a job.

Because the files are part of the secret data banks, she said, the RCMP will neither confirm or deny they exist when individuals ask the police force if they have any files on them.

Ms. Stoddart said her findings were especially surprising because a previous audit 20 years ago also discovered serious compliance problems with the data banks - problems the RCMP undertook to fix at the time.

The RCMP made the same pledge again yesterday."We will be implementing every one of this report's recommendations," Chief Superintendent Dan Killam said in a news release. He said that the force will re-examine files retained in banks known as Criminal Operational Intelligence Records and National Security Investigation Records.

"The end result will be a new accountability structure that will see responsibility for these banks shared between operational areas of the force and experts from our Access to Information and Privacy Branch," Mr. Killam said. "Based on our reading of Ms. Stoddart's report, we believe this increased oversight of the exempt banks is what she and other Canadians want."

Ms. Stoddart's report, which marks the first time the commissioner has used her powers under the Privacy Act to issue a special report to Parliament, is more bad news for a police force already under intense public scrutiny.

Liberal MP Ujjal Dosanjh said the new findings are a clear indication that the government should adopt the recommendations of a federal task force last year that proposed a new civilian board of management for the force.

"It is absolutely shocking that the RCMP would show such reckless disregard for information about individuals of which 99 per cent did not deserve to be there in the first place," Mr. Dosanjh said. "That should send shivers down every Canadian's spine."

Ms. Stoddart said she believes the large number of unnecessarily secret files are the product of negligence rather than malice.

"I think it just fell by the wayside."

Taxman moves to protect privacy

I was interviewed today for Global National's most recent report on privacy problems at the Canada Revenue Agency (our IRS, for my American readers). Since earlier reports on misdirected tax information, many more people have come out to report they have also been the unwitting recipients of information about other taxpayers. See: Taxman moves to protect privacy and also note the many comments in which others relate receiving others' personal information.

I think you can get the video of the feature here: http://video.canada.com/VideoContent.aspx?13750&vc=1&popup=1, but it seems hit and miss to me.

More on privacy and the Canada Revenue Agency

The Canada Revenue Agency continues to be in the news as of late.

The Canadian Press has found that the CRA official leading the investigation into the disclosure of information about high profile taxpayers, including MP and former hockey star Ken Dryden, once faced the wrath of George Radwanski:

CRA commissioner probing Dryden tax leak once dismissed privacy breach finding

Gregory Bonnell

Canadian Press

Monday, January 08, 2007

TORONTO (CP) - The senior public servant leading a probe into the leak of Ken Dryden's confidential tax information once dismissed a scathing ruling by the federal privacy commission that found Canada Revenue Agency employees had violated the Privacy Act.

Larry Hillier, the agency's assistant commissioner for the Ontario region, launched an "immediate investigation" last month after a published report that employees had violated the Income Tax Act, the Privacy Act and possibly criminal law by leaking Dryden's information.

In an internal e-mail sent to CRA employees, Hillier also warned of possible disciplinary action, including dismissal.

"When one employee breaches confidentiality, as is currently alleged, each and every one of us is impacted," he wrote.

Hillier, however, had a decidedly different response in 2003, when the federal privacy commissioner found CRA employees committed a "serious violation" of the Privacy Act by accessing and disclosing the tax information of former employee Lillian Shneidman while investigating allegations that she had violated a taxpayer's privacy rights.

In an October 2003 letter obtained by The Canadian Press, Hillier defended the actions of his employees, despite the privacy commissioner's findings.

"I offer the following regarding the above-referenced report, which concludes that we inappropriately accessed Ms. Shneidman's tax information," Hillier writes in a letter to then-CRA human resources branch assistant commissioner Dan Tucker.

"It is felt that this particular investigation warranted the accessing of Ms. Shneidman's tax information, as a taxpayer raised serious allegations."

CRA employees who are found guilty of disclosing confidential tax information - a violation of the Income Tax Act - face fines of up to $5,000 or jail time of up to 12 months. Under the Criminal Code of Canada, breach of trust by a public officer is punishable by a maximum prison sentence of five years.

Shneidman, who was fired from the CRA in 2001, had been assured in a July 2003 letter from Tucker that the agency viewed "any breach in privacy as a very serious matter."

The CRA "will ensure that appropriate corrective action will be taken," Tucker wrote.

At least one of the employees involved in the incident has been promoted, said Shneidman - who continues to fight her termination, with cases pending before the Public Service Labour Relations Board and the Federal Court of Appeal.

Former privacy commissioner George Radwanski was unequivocal in his condemnation of the CRA's treatment of Shneidman.

"Accessing that information . . . for the sole purpose of confirming your status as a (CRA) employee was, in my view, totally unnecessary and a gross misuse of taxpayer information," wrote Radwanski, who faces charges of fraud and breach of trust after resigning that same year amid an expense-abuse scandal.

"I consider the use of your (tax) information in this instance to constitute a serious violation of the confidentiality rights afforded you under . . . the Privacy Act."

...

Incident: CRA misdirects taxpayer information

A Halifax resident was more than slightly surprised when he went to the Canada Revenue Agency to pick up his requested notice of assessment. While the notice was conspicuously absent from the envelope, he did find a raft of information about ten complete strangers. Apparently, the CRA stuffed the wrong envelopes and handed over confidential and sensitive information to the wrong person.

When the individual who received the information was not satisfied with the CRA's reaction, he called the other taxpayers and went to the media. The story is on the front page of the Halifax Chronicle Herald.

To make matters worse, the notice of assessment was mailed but nobody knows who to.

CTV is doing a piece for the supper hour news here in Halifax, for which I was interviewed earlier today. They are hoping to get some comment from the unshuffled Minister responsible for CRA.

From today's paper:

More than he wanted to know

Government mistakenly mails other people’s tax papers to Whites Lake man

By JOHN GILLIS Staff Reporter

Andrew Doiron of Whites Lake just wanted to find out his RRSP contribution limit for the year. But what he got was a raft of personal information about 10 strangers from as far away as British Columbia.

The Canada Revenue Agency is now investigating how the confidential tax documents landed in Mr. Doiron’s mailbox and where the information he requested ended up.

"It looks like somebody just picked a handful of paper off a printer and just slipped it in an envelope with my (address) page on top," Mr. Doiron said Wednesday. "But of course they didn’t put my papers in there."

The confusion began Dec. 20 when Mr. Doiron went to the Canada Revenue Agency’s Halifax office in person to ask for a copy of his notice of assessment. He was told he had to call a toll-free number to ask for the document. Staff let him use a phone in the building.

Mr. Doiron was surprised Tuesday when he found an envelope from the agency in his mailbox, and it contained about 35 pages. The documents bore the names, addresses, social insurance numbers, income, marital status and other personal information for 10 other people. His own notice of assessment was not included.

He immediately called a toll-free Canada Revenue Agency number again but said it was tough to persuade the person who answered to let him speak to a supervisor. When he finally did, he said he was asked to mail the documents back to the agency and advised he could claim the price of the postage stamp on his tax return next year.

Mr. Doiron also called as many of the people whose tax information he’d been sent as possible.

One, Sandra Ambersley of Brampton, Ont., told CTV she was very concerned about what might have happened if someone had wanted to use that information.

"I was totally shocked yesterday when I received a call from Halifax, this man saying that he’d received all my personal information," she said Wednesday.

Mr. Doiron noted that on the same online telephone directory he used to find people’s telephone numbers, there was an ad pointing to a Capital One credit card application that required only an address and a social insurance number.

He personally returned all the strangers’ documents to the Halifax office Wednesday.

Mr. Doiron said he felt he did not get a serious response from the agency until after he began contacting the media.

Jack Lee, acting director of the Nova Scotia office, called to apologize and had a copy of the notice of assessment Mr. Doiron requested sent to him. It arrived safely.

The notice had been mailed previously, but not to him.

"Mine’s out there somewhere, floating around," Mr. Doiron said. "I hope somebody threw it away."

Canada Revenue Agency spokesman Roy Jamieson said security is the No. 1 priority for the service, but mistakes happen.

"We’re certainly scrambling to try and piece together what took place," he said. "There’s quite an active and quite an intense investigation going on right now."

He said a call to a toll-free number could be answered at any one of a number of call centres across the country, depending in part on the nature of the request. A requested document could be printed at the appropriate location and mailed from there.

The agency sends about 90 million pieces of mail per year and it’s rare that something gets mixed up, he said.

"To be misdirected in the magnitude of this case, it’s certainly unusual," Mr. Jamieson said.

He said the agency will contact all of the people whose documents were involved and will keep Mr. Doiron abreast of its investigation into the mix-up.

"There’s no question that any kind of breach of security and compromising of an individual’s privacy and confidentiality is our most significant issue in this agency," Mr. Jamieson said.

Mr. Doiron has little confidence that anything will change.

"My gut feeling is, this is government, nothing’s going to happen," he said.

Update: From CTV:

Canada Revenue investigates botched mailout

The Canada Revenue Agency is scrambling to restore public trust and has launched an internal investigation after confidential information on several Canadians was sent to a Halifax-area man.

Documents that Andy Doiron of White's Lake, N.S., were mistakenly sent include social insurance numbers, income, addresses and the marital status of 10 Canadians, including some from as far west as Edmonton.

Doiron said he called most of the people to tell them what happened, and returned the documents to Revenue Canada.

With the trust of Canadians potentially on the line and tax time just around the corner, the agency is promising tough action if necessary.

Revenue Canada spokesperson Roy Jamieson called the incident a rare case of misdirected mail, but admitted somebody in the department made a mistake.

"Certainly if we identify breaches of policy process and procedure, there are disciplinary measures that can be taken and I expect they will be looked at quite seriously," he told CTV Atlantic.

Federal Minister of National Revenue Carol Skelton said she was "disturbed" by the security breach.

"The instant that I found out about it we had launched an investigation," she told CTV News in Saskatoon. "I really can't say much more about it than that. The incident is being looked into."

The agency is still trying to determine which one of five locations was responsible for the botched mail out.

David Fraser, a legal expert in security matters, told CTV Halifax that if such information were to fall in the wrong hands, it could easily be used to commit fraud.

"There really does need to be something done in order to make sure the trust is always there. Accidents happen but so often trust is won or lost in the aftermath of how they decide to deal with it," he said.

Sandra Ambersley of Brampton, Ont. was one of the people Dorion called.

"I was totally shocked when I received the call (on Tuesday) from Halifax," Ambersley told CTV Toronto.

"This man (was) telling me that he received all my personal information. As a joke he did say 'I could duplicate you right now.'"

The confusion began when Doiron called the revenue agency on Dec. 20 requesting a copy of his notice of assessment.

On Tuesday, an envelope from the agency arrived in his mailbox, containing over 30 pages of documents with all the information. His own assessment wasn't included.

Doiron said he immediately called the toll-free Canada Revenue Agency number again and he was asked to mail the documents immediately.

With a report from CTV Atlantic reporter Marc Patrone.