Thunder Bay Transit On Demand Privacy Statement

Our commitment to your privacy

The City of Thunder Bay (the City) takes your privacy seriously. We collect and use personal information only for specific purposes connected with the Transit On-Demand service. We do not disclose it except as permitted or required by law.

The Municipal Freedom of Information and Protection of Privacy Act (MFIPPA) governs how the City collects, stores, uses and discloses personal information. It also gives you the right to request access to your information and ask the City to correct it.

What this statement covers

This statement applies when you use the City’s Transit On-Demand on-demand transit service through its mobile app, website, telephone booking service, customer service channels or vehicles.

What information we collect

Depending on how you use the service, we may collect:

  • Your name and contact information, such as your telephone number and email address.

  • Account information, such as login information and communication preferences.

  • Trip information, including pick-up and drop-off locations, booking times, trip status and ride history.

  • Your device location if you choose to enable location services in the app.

  • Accessibility or boarding information you provide, such as whether you need a wheelchair-accessible vehicle, travel with a support person or service animal, or need other assistance.

  • Fare and transaction information, if payment is available through the service.

  • Information you provide when you contact us, report a concern, give feedback or request help.

  • Basic device and technical information needed to operate, secure and improve the app or website.

If you book a trip for someone else, you must have permission to provide their information.

Why we collect and use it

We use personal information to:

  • Create and manage rider accounts.

  • Book, schedule, dispatch and provide trips.

  • Send arrival times, trip updates and service notices.

  • Provide accessible and safe service.

  • Collect fares and issue refunds, where applicable.

  • Respond to questions, complaints, safety concerns and lost-property reports.

  • Protect riders, staff, service providers and City systems.

  • Evaluate, plan and improve transit service.

  • Meet legal, audit, insurance and records-management requirements.

Who may receive your information

The City may share only the information needed to provide and support the service with:

  • The City’s on-demand technology provider, Via Strategies, and approved providers supporting booking, dispatch, mapping, notifications, hosting or payments.

  • Transit operators, dispatchers and drivers. Drivers receive only what they need to complete a trip, such as a rider identifier, pick-up and drop-off locations and relevant boarding instructions.

  • City staff, insurers, auditors or legal advisers who need the information for an authorized purpose.

  • Emergency services, law-enforcement agencies, courts or other public authorities when permitted or required by law.

  • Another person when you consent or direct us to share the information.

The City does not sell riders’ personal information.

Location services and shared rides

If you enable location services, the app may use your device location to help identify pick-up points, provide arrival information and support your trip. You can manage location permissions in your device settings. Some app features may not work if location is turned off, but you may still use another available booking method.

On-Demand Transit is a shared service. Other riders may see that someone is being picked up or dropped off, but they are not given access to your account information.

How long we keep information

The City keeps personal information only as long as needed and in accordance with approved City records schedules and legal requirements. When information is no longer required, it is securely destroyed, deleted or de-identified.

Deleting an account may not immediately delete records the City must keep, such as trip, payment, complaint, incident or audit records.

How we protect information

The City and its authorized service providers use administrative, technical and physical safeguards. These may include access controls, authentication, encryption, monitoring, staff training, contractual requirements and incident-response procedures.

If a privacy incident occurs, the City will investigate and take appropriate steps, including notification where required.

Your choices

You can manage app permissions and notifications through the app or your device. If information is optional, you may choose not to provide it. The City may be unable to provide a feature or complete a trip if the information is necessary for the service.

Accessing or correcting your information

Start by contacting Transit Services if you want to review or correct information connected with your Transit On-Demand account.

Thunder Bay Transit
Email: transit@thunderbay.ca
Telephone: (807) 684-3744 

If the matter cannot be resolved directly, you may make a formal access or correction request under MFIPPA. Formal requests require the City’s Access/Correction Request Form or a written request and a $5 application fee. The City generally responds within 45 business days, although MFIPPA permits extensions in some circumstances.

Send formal requests to:

Information/Privacy Coordinator
City Archives
500 Donald St. E.
Thunder Bay, ON  P7E 5V3
Email: archives@thunderbay.ca
Telephone: 807-625-2270

Thunder Bay Transit follows the City of Thunder Bay’s privacy practices and procedures. For more information about how the City collects, uses, protects and provides access to personal information, please review the City of Thunder Bay’s Freedom of Information and Protection of Privacy webpage.

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