Serco Canada Inc. and its subsidiaries and affiliates (collectively, “Serco,” “we,” or “our”) are committed to respecting and protecting your privacy.
Serco Privacy Policy
Serco Privacy Policy
I. Overview and Purpose of This Privacy Policy
This Privacy Policy describes the processes and practices Serco follows to ensure the security, confidentiality, and proper handling of information that may identify you as an individual (“Personal Information”) across all DriveTest customer service and communication channels, including face‑to‑face, telephone, and website interactions.
In delivering driver examination (DriveTest) services on behalf of MTO, Serco complies with all applicable Ontario government privacy and security requirements. This Privacy Policy aligns with and builds upon the Government of Ontario Privacy Statement available at: https://www.ontario.ca/page/privacy-statement
II. Who Is Responsible for Your Personal Information
The Ministry of Transportation of Ontario has custody and control of all personal information collected for DriveTest services. Serco operates Drive Test Centers and related services on behalf of the Ministry under a contractual operating agreement. Serco acts as a service provider and processes personal information only as authorized by the Ministry and by law.
III. Legal Authority for Collection
Serco provides driver examination and related DriveTest services on behalf of the Ministry of Transportation of Ontario (“MTO” or the “Ministry”) pursuant to the Operating Agreement No. 4147-8320-3910.7 (the “DES Agreement”). In doing so, Serco collects, uses, discloses, stores, and otherwise processes Personal Information solely for the purpose of administering DriveTest services, and only as authorized by applicable law and contractual requirements. This Privacy Policy is administered in accordance with applicable privacy legislation, including the Freedom of Information and Protection of Privacy Act (Ontario) (“FIPPA”) and, where applicable, the Personal Information Protection and Electronic Documents Act (Canada) (“PIPEDA”).
Personal Information is collected by Serco on behalf of MTO under the authority of section 205 of the Highway Traffic Act (Ontario). This Privacy Policy has been developed in compliance with section 38(2) of the Freedom of Information and Protection of Privacy Act (Ontario) (“FIPPA”), which governs the collection, use, disclosure, and protection of Personal Information. Where information is required by law, it must be provided to receive DriveTest services. Where information is optional, this will be identified at the time of collection.
Where DriveTest customer information is collected, Serco makes reasonable efforts to post or publish a Notice of Collection identifying the legal authority for the collection, the purpose of the collection, and contact information for inquiries. This Privacy Policy applies in conjunction with those Notices of Collection and FIPPA requirements.
IV. Personal Information We Collect
Driver’s Licence Applications: When you apply for a driver’s licence, Serco collects and records personal information on behalf of the Ministry of Transportation of Ontario (MTO). This information may include your name, address, sex, date of birth, and passport number. The information is collected for the purpose of verifying your eligibility for a driver’s licence, issuing temporary driver’s licence cards, and sending notices related to your licence or road test.
Personal information is entered into Serco systems, encrypted, and securely transmitted to and stored within MTO systems to maintain your official driver’s licence record, in accordance with applicable privacy legislation and security requirements.
Passport information is used solely for identity verification. A copy is made only for secure transmission to the Ministry and is not indexed or retained in Serco systems.
Road Test Bookings: When you book, modify, cancel, or attend a road test appointment through any customer service or communication channel, including the DriveTest website, the following information may be collected:
Driver’s Licence Information: You may be asked to provide your driver’s licence number and expiry date. This information is used as a form of identification and eligibility verification. The appointment booking system encrypts this information and securely transmits it to MTO systems to verify your driving record and eligibility for specific licence classes and tests.
Payment Information: Serco collects only the minimum payment card information necessary to process authorized transactions and facilitate appointment bookings. All credit card payments are handled through a secure, PCI‑compliant third‑party payment processor operated by a Canadian financial institution. Serco and the Ministry of Transportation of Ontario (MTO) do not store full credit card numbers, card verification values (CVV), or other sensitive authentication data.
Payment card information is used exclusively for transaction processing, fraud prevention and detection, and compliance with applicable legal, regulatory, and accounting requirements. Such information is accessed on a strict need‑to‑know basis and protected using appropriate administrative, technical, and physical safeguards consistent with the Payment Card Industry Data Security Standard (PCI DSS v4.0) and applicable privacy legislation. Payment card information is not sold and is disclosed only to authorized payment service providers or where disclosure is required or permitted by law. Information is retained only for as long as necessary to fulfill these purposes.
By providing payment card information, you consent to its collection, use, and disclosure for the purposes described above. You may withdraw your consent at any time, subject to applicable legal or contractual obligations, which may affect Serco’s ability to process or complete a transaction.
Contact Information: You may be asked to provide an email address or phone number. This information is used by Serco and MTO to confirm road test bookings and notify you of any appointment changes.
Road Test Evaluation Records: Road test evaluation records may contain personal information, including an individual’s name, driver’s licence number, and contact information. This information is collected, used, retained, and disposed of in accordance with applicable Ontario privacy legislation, including the Freedom of Information and Protection of Privacy Act (FIPPA).
Paper-based road test evaluation records, which may include an individual’s name, driver’s licence number, and contact information, are stored in secure, locked cabinets at DriveTest Centres. These records are retained for up to 13 months for purposes related to licensing, quality assurance, audits, and the resolution of reviews or appeals. Access is restricted to authorized personnel only. At the end of the retention period, the records are securely destroyed by an authorized third-party service provider in accordance with approved records retention and disposal practices.
Electronic road test evaluation records, captured and stored using secure tablet-based systems, are retained for seven (7) years to meet legal, operational, and accountability requirements. These records are protected by administrative, technical, and physical safeguards appropriate to the sensitivity of the information. Upon expiry of the retention period, the records are securely destroyed in a manner that prevents unauthorized access, use, or disclosure.
Refund Requests: Refund requests are processed using your driver’s licence number and handled by a centralized office. Refund documentation is securely stored in locked cabinets. Upon expiry of the retention period, the records are securely destroyed in a manner that prevents unauthorized access, use, or disclosure.
In addition to the Personal Information listed above, Serco may collect certain technical information such as:
Cookies: The DriveTest website uses cookies, which are small text files placed on your device based on your browser settings. Cookies do not collect information that directly identifies you; however, they may be used to recognize you as a unique, anonymous visitor. Cookies help improve website navigation and functionality, such as language selection and text display, enhance overall user experience, and determine whether you have already been invited to participate in a customer satisfaction survey. You may choose to refuse some or all cookies by adjusting your browser settings. Please note that disabling cookies may limit access to certain features of www.drivetest.ca and may result on the website treating you as a first‑time visitor.
Site Analytics: The DriveTest website uses Google Analytics to analyze website usage. This software may use cookies and collect IP addresses to help optimize website content and functionality. Analytics data may be transmitted to and stored on servers located outside Canada. By using the website, you consent to the collection, processing, and reporting of anonymized usage data.
External Links: For convenience, www.drivetest.ca may include links to third‑party websites. These sites are not operated or controlled by Serco, which assumes no responsibility for their content, policies, or practices. Users are encouraged to exercise discretion when accessing external websites.
V. Purposes of Collecting Personal Information
Personal Information is collected by Serco on behalf of the Ministry of Transportation of Ontario (“MTO”) under the authority of section 205 of the Highway Traffic Act (Ontario) for the purpose of providing DriveTest services and administering MTO’s Driver Examination program.
Personal Information is used solely by Serco for these purposes. The information is entered into Serco systems, encrypted, and securely stored within MTO databases in accordance with applicable privacy laws, contractual obligations, and security requirements. MTO may disclose Personal Information to authorized parties in accordance with its privacy policies and applicable law.
VI. How Personal Information is Collected
Personal Information is collected directly from you, or as otherwise permitted or required by law, and is limited to what is necessary to fulfill the purposes identified at or before the time of collection. Serco does not use or disclose Personal Information for purposes unrelated to the administration of DriveTest services, except with your consent or as otherwise permitted or required by law.
By registering for or using DriveTest services and providing your Personal Information to Serco, you acknowledge that your Personal Information is being collected on behalf of the Ministry and consent to Serco’s collection, use, disclosure, transfer, processing, and retention of your Personal Information in accordance with this Privacy Policy, the DES Agreement, and applicable privacy legislation.
If you submit a comment, make an inquiry, conduct a transaction, apply for a licence, complete a knowledge test, or book an appointment using this website or any other DriveTest customer service channel (including by telephone, mail, paper form, or in person), you are voluntarily providing information to employees of Serco and the Ministry of Transportation of Ontario (“MTO”).
VII. When and With Whom We Share Your Personal Information
Serco endeavors to limit the use of the information you provide to the purposes for which it was collected or to those necessary to respond to your request. You will not receive unsolicited email communications from Serco as a result of providing your information.
Serco does not rent, sell, or trade your personal identifiable information to third parties.
VIII. Data Residency and Security
All Personal Information is stored within Canada in Canadian data centres. Data is encrypted both in transit and at rest using Advanced Encryption Standard 256 (“AES 256”) or higher, in accordance with GO ITS 25.12 – Security Requirements for the Use of Cryptography.
All collected information is classified and assigned to an appropriate sensitivity level in accordance with the Government of Ontario’s Information Security and Privacy Classification (ISPC) Policy.
For more information on GO ITS 25.12, please visit: https://www.ontario.ca/page/go-its-2512-use-cryptography
Access to Personal Information is strictly controlled. Any Serco employee or subcontractor with access to Personal Information through Serco, Ministry, or third party systems will have their access revoked immediately upon resignation, termination, permanent layoff, or an extended leave of absence (excluding vacation or short term sick leave).
Serco employs administrative (organizational), physical, and technological safeguards to protect Personal Information and to ensure access is limited to authorized individuals only.
Organizational Safeguards: Access to Personal Information is restricted to employees and subcontractors who require the information to perform their job duties. Authorized personnel are subject to background checks and are required to sign confidentiality agreements. Privacy and security obligations are reinforced through policies, procedures, and training.
Physical Safeguards: Physical safeguards are used to prevent unauthorized access to Personal Information. Active records are stored in secure locations with restricted access. Records that are no longer required are securely destroyed in accordance with retention and disposal requirements.
Technological Safeguards: Electronic records are protected through technical security controls designed to prevent unauthorized access, misuse, alteration, disclosure, copying, destruction, monitoring, or damage. These controls include encryption, access controls, and intrusion prevention measures. Personal Information is transferred electronically only where authorized and using secure methods.
Serco also uses software, encryption, and other security protocols to protect its websites and systems from unauthorized access, misuse, alteration, disclosure, and other security threats.
IX. Retention of Personal Information
Any Serco record containing personal information collected to administer the Ministry of Transportation of Ontario’s (MTO) driver examination program is retained for a minimum period of seven (7) years or for the duration of the contract, whichever is greater.
A record is considered inactive once the service transaction has been completed and no further action is required. Inactive records are securely purged, shredded, or otherwise disposed of in accordance with approved retention schedules and secure disposal standards, once all retention requirements have been met.
X. Transfer and Disclosure of Personal Information
Personal information disclosed to Serco is encrypted and transmitted only to authorized recipients, such as the Ministry of Transportation of Ontario (MTO). No personal information will be disclosed through any other method without the prior written approval of the MTO.
Serco will respond to requests from individuals seeking access to their personal information using the same medium as the original request, where feasible. Reasonable steps are taken to verify the identity of the requester prior to any disclosure. Details of any third-party disclosures will be provided upon request. Personal information will not be disclosed to third parties without the individual’s knowledge and consent, unless such disclosure is required or permitted by law.
XI. Privacy Breaches and Incident Reporting
Serco may be required to disclose Personal Information, without prior notice to the individual, where such disclosure is required or authorized by law. This may include disclosures to law enforcement agencies, government institutions, or judicial or regulatory authorities in connection with investigations, legal proceedings, or regulatory requirements.
Personal Information may also be disclosed on a confidential basis as part of an investigation into a suspected or actual breach of contract, a violation of Serco’s policies or procedures, or a contravention of applicable law.
In the event of a data security incident or privacy breach, Serco may disclose relevant Personal Information as necessary to investigate, mitigate, contain, remediate, or resolve the incident, or to comply with legal, contractual, or regulatory obligations, including related legal proceedings. Any such disclosure will be limited to what is reasonably necessary and conducted in accordance with applicable privacy laws and security requirements.
XII. Feedback and Inquiries
When you submit a comment or inquiry, any personal information you provide is collected and stored by Serco on behalf of the Ministry of Transportation of Ontario (MTO) will be shared with the Ministry. This information is collected for the purposes of tracking, reporting, and analyzing the quality and volume of driver examination (DriveTest) services, and to ensure that an appropriate response is provided to you.
Personal information is securely transmitted using approved security controls and handled in accordance with applicable government security standards. The collection, use, disclosure, transmission, and retention of personal information are carried out in accordance with Ontario’s Freedom of Information and Protection of Privacy Act (FIPPA) and applicable government privacy and security requirements.
Serco has engaged Bond Brand Loyalty to administer DriveTest customer satisfaction surveys. Anonymous survey results and feedback are being used by Serco and Bond to support continuous improvements in customer satisfaction.
XIII. Accuracy and Limiting Collection
Reasonable steps are being taken to ensure that Personal Information is accurate, complete, and up to date for its intended use. The collection of Personal Information is limited to information that is legally authorized and necessary to deliver DriveTest services.
Serco limits the collection of Personal Information to what is necessary to fulfill the purposes described in this Privacy Policy and as authorized by the Ministry of Transportation of Ontario (“MTO”). Measures are implemented to minimize the amount of information collected, including avoiding the collection of unnecessary data, restricting the use of free text fields in online and paper forms, using drop down selections where possible, and, where feasible, replacing unique identifiers (such as driver’s licence numbers) with system generated identifiers to reduce the use and exposure of sensitive Personal Information.
XIV. Access To and Correction of Personal Information
Under the Freedom of Information and Protection of Privacy Act (Ontario) (“FIPPA”), individuals have the right to request access to or correction of their Personal Information, subject to applicable legal limitations. Requests for access or correction must be submitted directly to the Ministry of Transportation of Ontario (“MTO”).
While Serco assists MTO in responding to such requests as directed, Serco does not make decisions regarding access to or correction of Personal Information. This Privacy Policy explains individuals’ rights with respect to their Personal Information and the processes that apply under FIPPA.
Serco has implemented appropriate administrative, technical, and physical safeguards to protect Personal Information against unauthorized access, use, disclosure, loss, or misuse, in accordance with FIPPA, the Personal Information Protection and Electronic Documents Act (Canada) (“PIPEDA”), where applicable, and Government of Ontario security standards.
XV. Complaints and Inquiries
Questions or concerns about privacy practices may be directed to Serco’s designated privacy contact:
Serco Canada Inc.
Privacy and Security Director
Downsview Park
37 Carl Hall Rd
Toronto ON M3K 2E2
Email: [email protected]
Upon receipt and verification of the customer’s identity, the Privacy and Security Director will investigate the complaint and provide a written report of the investigation’s findings to the customer. If the Privacy and Security Director determines that the customer’s complaint is justified, the Privacy and Security Director will take the necessary steps to correct the applicable information handling practice and/or amend the privacy policy and any applicable procedures. If the Privacy and Security Director determines that the customer’s complaint is not justified, the customer will be notified in writing.
If the customer is dissatisfied with the findings and actions taken by the Privacy and Security Director, the customer may submit a complaint to the Ontario Information and Privacy Commissioner at one of the addresses below:
Information and Privacy Commissioner of Ontario
2 Bloor Street East, Suite 1400
Toronto, Ontario M4W 1A8
Email: [email protected]
XVI. Revisions and Updates
This Privacy Policy is effective April 2026. In order to keep up with changing legislation and best practices, we may revise this Privacy Policy at any time. Any changes to this Privacy Policy will be posted here. Where required by applicable privacy law and if there is a significant change to this Privacy Policy, we may alert you by placing a notice on our website. We encourage you to frequently check this page for any changes. We include the date this Policy was last updated. You acknowledge and agree that you are responsible for periodically reviewing this Privacy Policy.
