Privacy & Legal

Privacy Policy 

Privacy Policy

The Investigators Group Inc. ("IGI") gathers personal information only in connection with retainers received from clients and our staff have been trained to treat personal information carefully and with respect.

Why IGI Collects and Discloses Personal Information

IGI collects and discloses personal information to enable our instructing clients to satisfy themselves with respect to issues relevant to the services for which we are engaged. It also includes collecting and disclosing personal information about third parties with respect to claims made against these clients.

The Kinds of Personal Information IGI Collects

The type of information IGI collects depends upon the type and nature of the investigation required. This may include previous claims history, financial, medical health or employment information. We may seek validation information from retailers, wholesalers and suppliers of goods and services. In appropriate cases we may also seek information from authorities such as the Ministry of the Environment, Ministry of Labour, Office of the Fire Marshal, Police and Fire Services, Municipalities, Towns and Cities.

How IGI Obtains Personal Information

In most cases, personal information is collected directly from the client or their agents or a third party making a claim against our client or their representative.

Personal information may also be collected from involved parties such as public officials (Fire Department, Police, Office of the Fire Marshal) witnesses, other private investigators, credit bureaus, title searchers and the like. The organizations with which we deal are subject to their own privacy codes and we respect those codes.

In some cases, IGI, or those we entrust with specific services, will infer such consent where appropriate. If an instructing client tells IGI that they have consent to collect information, we will rely on that instructing client's advice. Consent may not be obtained with respect to the collection of certain publicly available information. If information is collected with respect to an investigation involving a suspected breach of contract (or other agreement) or breach of Canadian law, then consent may not be obtained.

IGI Disclosure of Personal Information

IGI discloses personal information, including to its affiliated companies, only for the reasons listed above or if required to do so by law. The majority of information is disclosed or transferred solely to our instructing clients. However, in order to collect the information required by our clients, we may disclose personal information to third party service providers. This would include (and is not limited to) insurer's, insurance brokers, insurance adjusters, automobile repair companies, contractors, construction companies, investigators, engineers, accountants, lawyers, and others. We may also disclose personal information to authorities with jurisdiction such as Fire Departments, Fire Marshals, Police and other Federal, Provincial or Municipal authorities for the purposes of verifying the circumstances surrounding a breach of agreement or a breach of a law. We obtain consent to disclosure when required. Consent may also be inferred where appropriate. If an instructing client advises us that they have obtained consent to disclose information, we will rely on our instructing client's authorization. Where IGI discloses personal information to an approved investigative body (such as the Insurance Crime Prevention Bureau) or when we believe that the information relates to the breach of an insurance policy or other agreement or Canadian law, or where we are required by law to disclose the information, consent may not be obtained. Similarly, if personal information is disclosed to a lawyer for claims purposes or to obtain legal advice, consent may not be obtained.

How IGI Ensures the Security of Personal Information

Personal information recorded in documents is securely stored at IGI's offices in Canada and/or at offices of IGI's affiliated companies. Electronically recorded information is stored on computer systems maintained by IGI and affiliated companies or authorized service providers. These computer systems and the information stored in them are protected by electronic security systems. IGI and its affiliated companies restrict access to personal information and our employees, contractors and representatives are under obligation to access personal information only when they have a legitimate business need to do so. IGI employees receive training with respect to proper personal information handling practices and they are under obligation to comply with the privacy laws, this policy and related codes of conduct. IGI’s compliance with appropriate personal information practices and privacy laws is overseen by and is the responsibility of our Privacy Officer.

Accuracy and Access to Personal Information

IGI is committed to the accuracy and completeness of its personal information it uses or discloses to its instructing clients. Upon written request and subject to the following (and any other reasonable conditions which may be necessary) we will provide reasonable access to personal information exclusively to the individual to whom it refers. We will not provide access in any of the following circumstances: If doing so would likely reveal personal information about a third party; If the information is subject to solicitor-client privilege; If revealing the information would reveal confidential commercial information; If revealing the information could affect the security of another person; If the information relates to the actual or suspected breach of an insurance policy or other agreement or the breach of a Canadian law, or; If the information was generated in the course of a formal dispute resolution process; or Where IGI is acting as agent for another instructing client where that client has the responsibility to respond to a request for access to personal information.


IGI may amend this policy from time to time at its discretion. A current version of this privacy policy is available on IGI's main web site at  Questions about this policy may be directed to our Privacy Officer at

Accessibility Policy 

Accessibility Policy

IGI is committed to excellence in serving all members of the public, including people with disabilities.

Assistive devices

We will ensure that our staff are familiar with various assistive devices that persons with disabilities may use while accessing our products and services.


When communicating with people with disabilities, we will take their disabilities into account. We will train staff on how to interact and communicate with people with various types of disabilities.

Accessible formats and communication supports

IGI will, upon request, provide or arrange to provide accessible formats and communication supports for IGI information and for receiving and addressing feedback. We are committed to providing or arranging to provide IGI information in a timely manner, taking into account our customers’ accessibility needs.

Telephone services

We are committed to providing fully accessible telephone service to our customers. We will train staff to communicate in plain language and to speak clearly and slowly.

We will offer to communicate with customers by other mutually agreed-upon means if telephone communication is not suitable or is not available.

Use of service animals

We welcome service animals in all parts of our premises that are open to the public, unless excluded by law. If we cannot identify that the animal is a service animal, we may ask the person to provide documentation from a regulated health professional.

Support persons

People with disabilities who require a support person are encouraged to bring that person when meeting with our staff. In certain cases, we may require a person with a disability to be accompanied by a support person for health or safety reasons. In doing so, we may

  • consult with the person to understand their needs
  • consider health or safety reasons
  • determine whether there is no other reasonable way to protect the health or safety of the person or others

If it is possible that financial or confidential matters will be discussed, written consent for the support person to be present may be required to protect the privacy of all individuals involved.

Notice of temporary disruption

If there is a planned or unexpected disruption to services or facilities for customers with disabilities – for example, if elevators are temporarily unavailable – IGI will notify customers promptly. Information will be prominently posted at the entrance to our offices and, depending on the nature of the disruption, on Posted information will include the reason for the disruption, anticipated time for resolution and a description of alternative facilities or services, if available.

Training for staff

IGI will provide training to all employees, contractors and third-party representatives who provide goods, services or facilities to customers on IGI’s behalf.  Training will include a review of IGI’s policies, practices and procedures relating to the customer service standard which will cover:

  • an overview of the Accessibility for Ontarians with Disabilities Act, 2005, and the requirements of the customer service standard, where applicable
  • instruction on how to interact and communicate with people with various types of disabilities
  • instruction on how to interact with people with disabilities who use an assistive device or require the assistance of a service animal or a support person
  • guidance on what to do if a person with a disability is having difficulty accessing IGI’s products and services
  • instruction on how to use the equipment or devices available on IGI premises to provide products and services to persons with disabilities

Staff will also be trained on changes made to our accessible customer service plan.

Modifications to this or other policies

We are committed to developing customer service policies that respect and promote the dignity and independence of people with disabilities. No changes will be made to these policies before considering the impact on people with disabilities.

Feedback process and questions about this policy

The goal of this policy is to enable the provision of excellent service for customers with disabilities. Customers who wish to provide feedback can do so by phone, mail, fax, email or other accessible means, upon request. Complaints will be addressed in accordance with our regular complaint management procedures.


IGI may amend this policy from time to time at its discretion. A current version of this privacy policy is available on IGI's main web site at  Questions about this policy may be directed to our Privacy Officer at

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