Privacy Policy

Candid Management Group Ltd. · Effective and last updated October 30, 2026

Privacy at a glance. We collect personal information only for identified purposes, limit who can access it, and do not sell or rent it.

For document orders, we collect what we need to confirm entitlement, prepare and deliver the documents, and invoice for them. Section 5 lists exactly what we collect.

The records of our online document-order service are stored in Canada. Some third-party service providers that help us run our online services are located outside Canada (section 9).

You can ask to see or correct your personal information (section 13).

1. Our commitment and responsibilities

Candid Management Group Ltd. (“we,” “us” or “our”) respects the privacy of owners, tenants, strata council members, clients, document requesters, employees and others who deal with us. This policy explains how we collect, use, disclose, protect and keep personal information through our website, online forms, online document-order service, business applications, correspondence and property-management services.

Personal information is information about an identifiable individual. Certain business contact and work-product information is excluded from that definition under British Columbia’s Personal Information Protection Act (“PIPA”). We follow PIPA and other applicable privacy laws, including federal privacy requirements where they apply, together with applicable professional and record-keeping obligations.

We are responsible for personal information under our control, including information processed for us by service providers. When acting for a strata corporation or another property-management client, we also handle records on that client’s behalf. The client may have its own privacy policy and legal responsibilities. We will help identify the organization responsible for a request where necessary.

2. Information we collect and why

We limit collection to information reasonably needed for an identified purpose. Depending on your relationship with us, this may include:

Inquiries and proposals: your name, contact details, organization or role, property address, building characteristics and message, so we can respond, assess your needs and prepare a management proposal.
Property and resident records: owner, tenant and authorized-agent details; strata plan, lot and unit information; tenancy dates; and relevant correspondence, maintenance, account or bylaw matters, to administer the property and meet the client’s legal obligations.
Document orders: requester, owner, purchaser and property details, documents requested, service and delivery choices, charges, invoice and payment status, order notes, authorizations and, where required, land title searches or conveyancing information. We use these to confirm entitlement, prepare and deliver the documents, communicate expected delivery, invoice, and resolve questions or disputes. Section 5 describes this in detail.
Form K and related resident information: landlord and tenant details, signatures and acknowledgements, and optional emergency-contact, pet, vehicle, parking or intercom details supplied for the relevant management purpose.
Pre-authorized debit (“PAD”) arrangements: account-holder and property details, payment instructions, signatures, acknowledgements and the void cheque or bank-issued document you provide, to establish, administer and document authorized payments.
Employment: application, résumé, qualification, reference and employment information reasonably needed for recruitment and the employment relationship.
Technical and security records: request times, IP addresses or derived identifiers, browser and device information, error records, submission references and security events, to operate our services, prevent duplicate or abusive submissions, investigate problems and protect information.

We also use relevant records for accounting, legal and regulatory compliance, complaints, investigations, debt administration and establishing or defending legal claims, where permitted by law. We do not sell or rent personal information.

3. Sources and submission responsibilities

We generally receive information from you or someone authorized to act for you. We may also receive relevant information from clients, strata councils, landlords, previous managing agents, real estate professionals, lawyers, notaries, financial institutions, contractors and other sources where consent or the law permits.

If you submit information about another person, such as an owner, purchaser, tenant, joint account holder or emergency contact, you must have the authority or other lawful basis to provide it. Tell that person about the relevant collection and this policy where appropriate. Provide accurate information and only the documents needed for the request. Do not include passwords, unrelated financial records or unnecessary identification numbers. Contact us if you are unsure what is required.

4. Consent and your choices

We identify our purposes when or before collecting personal information and obtain consent where required. Consent may be written, electronic or oral. It may be implied where the purpose is obvious and you voluntarily provide information for that purpose. Sensitive information calls for an appropriate form of consent. Acknowledging this policy does not authorize unrelated uses of your information.

We do not require you to consent to handling of information beyond what is necessary to provide a product or service as a condition of receiving it. Optional fields may be left blank. If required information is not provided, we may be unable to confirm entitlement, process a request or provide the requested service.

You may contact our Privacy Officer to withdraw or change consent on reasonable notice, subject to legal restrictions. We will explain the likely effect on your services. Withdrawal does not reverse lawful prior handling, remove required records or prevent handling authorized or required without consent. A change to privacy consent does not by itself cancel a payment authorization or contractual obligation; the applicable cancellation process must also be followed.

Where the law permits or requires it, we may handle information without consent, for example to comply with a legal requirement, respond to a qualifying emergency, conduct a permitted investigation or administer a debt. We assess the applicable legal conditions rather than treating these as unrestricted exceptions.

5. Our online document-order service: what we collect

When you request strata documents through our online document-order form, we collect the following. Fields shown as optional may be left blank.

About you: your first and last name; your firm or company; the role in which you are ordering, such as real estate professional, lawyer, notary, owner or purchaser; your email address; your telephone and fax numbers; and your file or reference number.
About the property: the building, strata plan number, strata lot number, unit number, civic address and parcel identifier (PID).
About the owner: the registered owner’s name or business name, email address and telephone number, and the number of owners on title.
For conveyancing documents, such as a Certificate of Payment (Form F) or an undertaking: the completion, possession and adjustment dates; whether the strata lot is occupied by the owner or a tenant; the purchasers’ names and contact details; and the vendor’s lawyer or notary and their telephone number.
About your order: the documents you request, any other documents you list, the date required and service level, any rush fee, the reason for your request and any comments.
Documents you upload: a written authorization and a land title search, where needed to confirm entitlement.
Your confirmation that you are entitled to request the documents and agree to our terms, and the date and time of your order.

While we handle your order, we also create and keep:

the order record and its history, including which of our staff worked on it;
the certificates and copies of records we prepare and issue. Some contain personal information required by the Strata Property Act; for example, an Information Certificate (Form B) or Certificate of Payment (Form F) shows the strata lot’s fees, any amounts owing and other information about the strata lot;
invoices, amounts paid and payment status, including any unpaid charges, which may be added to a later order you place for the same strata lot;
delivery records, including where and when your documents were sent and when they were downloaded; and
correspondence about the order.

Information collected automatically. When you use our online services, our systems record technical information such as your IP address, browser and device information, the pages you visit, the date and time, and security and error events. A bot-protection check runs when you submit the order form to prevent automated abuse.

Information kept on your own device. If you leave the order form before submitting it, your browser keeps what you entered on your device for up to 14 days, so you can continue later. It is not sent to us until you submit. On a shared or public computer, use a private browsing window or clear your browser data when you finish.

Payments. Invoices are issued, and payments are processed, through our third-party accounting and payment provider. The card or bank details you enter to pay an invoice are collected by that provider. We do not receive or store your full card number.

6. Emails we send about orders and forms

We send automated emails through a third-party email delivery provider. It receives the recipient address and the email content needed to deliver each message.

When you place a document order, you receive a confirmation with your order details. Uploaded authorizations and land title searches are not included in the confirmation.
Your invoice is emailed by our accounting and payment provider.
When your documents are ready, you receive a secure link to download them. Each link expires after 14 days and allows a limited number of downloads. Anyone who has the link can use it until then, so keep it private and do not forward it to anyone who should not have the documents. Contact us immediately if a link reaches the wrong person, and we will turn it off.
Form K and PAD submission confirmations may include a copy of the completed signed form. The separate supporting banking document is not included in the routine PAD confirmation.

Confirm that the email addresses and recipient details you provide are correct. Email can be forwarded or accessed by others with access to the receiving mailbox and is not guaranteed to be confidential. Use the designated submission process for banking and authorization documents instead of sending them in an ordinary email. Contact us promptly if an email or document appears to have reached the wrong person.

Service confirmations and necessary account communications are separate from marketing. Submitting a service form does not subscribe you to a marketing list. If we send marketing communications, we will follow applicable consent and unsubscribe requirements, including Canada’s anti-spam legislation.

7. Address suggestions

As you type in an address field on our online forms, the address text is sent to third-party address-lookup services, including a Government of British Columbia service and providers located in Europe, to suggest matching addresses. This happens before you submit. Only the address text is sent; your name, email address, other form fields and uploaded documents are not.

Suggestions may fill in the street, city, province and postal code where available. They are not a verification of ownership, identity or delivery accuracy. You can edit suggested information or complete missing fields yourself. Please check the address before submitting.

8. When we share information

We share personal information only for the identified purpose with appropriate consent, or as otherwise permitted or required by law. Depending on the service, recipients may include:

Authorized personnel and contractors of Candid Management Group Ltd. who need the information for their responsibilities.
The relevant strata corporation, council, landlord or other client, and persons lawfully entitled to receive the relevant records.
Your authorized representatives, and lawyers, notaries, real estate professionals, insurers, auditors or other advisers where the matter requires their involvement.
Banks and our accounting and payment provider, for authorized payments, invoicing and reconciliation. Where our accounting system is connected to our document-order service, the customer, order, invoice and payment-status information needed to invoice you is exchanged with it.
Third-party service providers that support hosting, storage, security, address suggestions, email, invoicing and payments, business administration, and software development and technical support (section 9).
Courts, tribunals, regulators, law enforcement or other recipients when a valid legal basis for disclosure exists.

Strata records are also subject to the Strata Property Act and other applicable requirements. Some records must be made available to people entitled to access them. We cannot promise that every submission, complaint, name or item of correspondence will remain confidential in all circumstances. We assess the entitlement, applicable exceptions and appropriate scope of disclosure.

If a business transaction involving Candid Management Group Ltd. is proposed or completed, relevant information may be disclosed or transferred only in accordance with applicable law, including required confidentiality, use restrictions and notice requirements. This is not permission to sell personal information as a separate product.

9. Service providers and where information is stored

We use third-party service providers to run our online services, including providers of secure hosting and data storage; network security, content delivery and bot protection; email delivery; address suggestions; invoicing, accounting and payment processing; office and business administration; and software development, maintenance and technical support, which may include automated tools. Uploaded files are checked by a malware scanner that runs on our own systems.

Service providers receive only the information they need to perform their services for us. We require appropriate contractual and security protections, and they may not use the information for their own purposes. We remain responsible for meeting our obligations for information under our control.

The records of our online document-order service, including order details, uploaded documents and the certificates we issue, are stored in Canada: the service runs on servers in British Columbia, and its database and file storage are hosted in Canada. Some service providers, for example for email delivery, network security, address suggestions, invoicing and payments, business administration, and software development and support, are located in, or may access or process information from, the United States, Europe or other countries. Information processed outside Canada is subject to the laws of that country, including lawful access by its courts and authorities. You can contact our Privacy Officer with questions about these arrangements.

10. Cookies and similar technologies

Our online services use only the cookies and similar technologies they need to work securely:

to keep authorized staff signed in and protect their accounts;
to remember a display preference, such as light or dark mode; and
to protect our services from automated abuse and attacks, set by our network security and bot-protection provider.

Your browser may also store your progress on our order form on your device, as described in section 5. We do not use advertising cookies or cross-site tracking, and we do not sell information about your use of our services. Browser settings can limit cookies, although this may affect sign-in or other functions.

Rental listings embedded on our website and external owner or resident portals are provided through third-party platforms. When an embedded listing loads, or you open an external service, that provider may receive your IP address and browser information and use its own cookies. Review the provider’s privacy notice before submitting information there. External sites have their own practices; this does not remove our responsibilities for information we receive or control.

11. Safeguards and privacy incidents

We use reasonable administrative, physical and technical safeguards appropriate to the sensitivity of the information, including:

encrypted connections (HTTPS) for our online services;
access limited to authorized staff, each with their own account protected by two-step verification, and permissions that match their role;
malware scanning of uploaded files;
document download links that expire and are limited in use;
records of sign-ins and important actions; and
regular backups, protected in the same way as the original records.

Records must be handled and disposed of securely by people working for us. No website, email system, scan or storage service can guarantee complete security or uninterrupted availability. A malware scan is a security measure, not a guarantee that a file is harmless. Report suspected unauthorized access, a lost document, a misdirected email or another privacy incident to us promptly. We will assess and respond to incidents, take appropriate containment and remedial steps, and provide notifications required by law and otherwise appropriate to the risk.

12. Retention and secure disposal

We retain personal information for the period reasonably needed for the identified purpose and applicable legal or business requirements. The period depends on the record, including strata and tenancy requirements, professional obligations, tax and accounting records, payment authorizations, disputes, insurance and legal holds. Client records are also handled according to lawful client instructions.

Order records, issued certificates, invoices and delivery records are business records and records kept for the strata corporation. We keep them for as long as needed for those purposes and as required by law. Some items are short-lived: document download links stop working after 14 days, and order-form progress stored in your browser expires after 14 days.

When we use personal information to make a decision directly affecting an individual, PIPA requires us to retain that information for at least one year after using it, so the individual has a reasonable opportunity to request access. Other requirements may require longer retention.

When the purpose is no longer served and retention is no longer needed for legal or business purposes, we securely destroy the information or remove its association with an identifiable individual. Deletion from an active system may not immediately remove protected backup, recovery or legally retained copies. Closing an account or withdrawing consent does not automatically erase records we must retain.

13. Access, accuracy and correction

We take reasonable steps to keep information accurate and complete where it is likely to be used to make a decision affecting you or disclosed to another organization. Please tell us when relevant details change.

You may make a written request to our Privacy Officer for access to your personal information under our control, information about how it has been used, and the names of persons or organizations to which it has been disclosed, subject to applicable law. You may also request correction of an error or omission. Provide enough detail to locate the records, such as your relationship with Candid Management Group Ltd., the property or order reference, and relevant dates. We may reasonably verify your identity or your representative’s authority before releasing information.

We respond to access requests within 30 business days, subject to extensions and other provisions permitted by PIPA. If an extension is required, we will provide the notice required by law. A minimal access fee may apply where permitted; we will provide a written estimate before proceeding and may request a deposit. We do not charge a fee for access to your employee personal information. Requests for strata records may follow a separate statutory process and fee rules.

Access may be limited or refused where the law permits or requires it, including to protect another person’s information, legal privilege or certain investigations. Where possible, we provide accessible portions. We explain a refusal in writing and provide information about review rights as required by law.

If a correction is justified, we will make it and notify organizations to which the information was disclosed in the preceding year as required by PIPA. If a correction is not made, we will annotate the record with the requested correction as required. You may also ask about deletion, but there is no unrestricted right to erase records we are lawfully required or entitled to retain.

14. Employment information

Employment information is handled for reasonable purposes connected with establishing, managing or ending an employment relationship. Where PIPA permits handling employee personal information without consent for these purposes, we provide the notice required by law. Other uses or disclosures require an appropriate legal basis. Employees and applicants may contact our Privacy Officer about their information.

15. Changes and applicable rights

We may update this policy as our services, practices or legal obligations change. The revised policy and its date will appear here. Where a material change requires notice or new consent, we will provide that notice or obtain consent as required; posting a revision alone does not authorize a new, unrelated use of previously collected information.

Nothing in this policy or our terms removes privacy rights or obligations that cannot lawfully be excluded. Specific form authorizations and service agreements apply alongside this policy, subject to applicable law.

16. Questions, requests and complaints

Address privacy inquiries, access or correction requests, and complaints to:

Privacy Officer
Candid Management Group Ltd.
102–15127 100 Avenue
Surrey, British Columbia V3R 0N9
Canada
Email: info@candidgroup.ca
Telephone: (604) 757-1911

Please identify the nature of your concern and the relevant property, service or record. Avoid including unnecessary sensitive information in your first email; we can arrange an appropriate way to verify identity or receive supporting material. We will review the concern and respond with our findings or next steps.

If your concern is unresolved, you may contact the Office of the Information and Privacy Commissioner for British Columbia (OIPC) about its complaint or review process. Applicable time limits and procedures may apply.