However, eHarmony informed her it may maybe not totally delete her listing of experiencing inserted, or remove their own information that is personal


In the event that complainant expected that the site “delete” their reputation, she asked you to definitely their membership and all sorts of her information that is personal do getting forever deleted of eHarmony’s servers.

Responding so you’re able to their particular consult, not, eHarmony 1st “closed” – or deactivated – their unique profile, therefore it is unreachable to possible fits.

This new complainant rapidly told eHarmony that wasn’t what she desired. At that time, she learned off eHarmony which didn’t forever remove members’ personal information.

Our very own study unearthed that the possibility to help you “close” an account was not easily accessible for the eHarmony webpages. Neither is here a very clear need off just what eHarmony designed because of the one to label.

eHarmony stated that it “anonymizes” every piece of information on signed profile because eventually performed when you look at the the fresh new complainant’s situation, but don’t establish around just what items they did so.

Investigation preservation

PIPEDA requires that groups make assistance and functions in terms of the brand new storage of information that is personal, together with restriction and minimum storage episodes. Under the laws, eHarmony was allowed to preserve private information simply for for as long once the essential for brand new fulfillment of your ways to use it is actually compiled.

eHarmony stated that why they deactivated levels and you can forever chose the details – as opposed to removing the accounts plus the suggestions included – would be the fact 40 per cent from professionals reactivate contained in this a two-seasons several months. In the event your info is retained, someone trying lso are-sign up aren’t inconvenienced by the time-drinking activity regarding finishing an alternative survey.


In our examine, eHarmony should provide users whom want to terminate its profile a good obvious choices ranging from account deactivation (temporary) and you will account removal (permanent).

Throughout the all of our data, we indexed when forty percent out-of people often reactivate inactive profile, upcoming many – sixty percent – don’t. Therefore, they might not gain benefit from the indefinite storage of the recommendations.

  • Develop, implement and you may upgrade profiles regarding the a retention policy by which private guidance during the deactivated accounts would-be erased off eHarmony’s server, erased or anonymized once a reasonable length of time;
  • Tend to be a merchant account deletion solution; and you will
  • Show profiles on their member account pages how membership removal is actually different from account deactivation, and also make each other choice clear and simply accessible. A reason of difference in membership removal and you may account deactivation should be created into the standard privacy.


With its response, eHarmony confirmed so it got taken, otherwise was a student in the whole process of getting, methods to handle the questions, including:

  • Creating a two-12 months maintenance period for personal recommendations your webpages accumulates away from new profiles of their service;
  • Taking an obvious and you may productive process for profiles so you’re able to consult reduction of their information that is personal; and you will
  • Providing pages with clear details about the essential difference between deactivating an membership and removing a merchant account as well as information on how a lot of time eHarmony retains personal information.

eHarmony as well as explained to our Office just how while they anonymizes users’ investigation, and therefore, essentially, permanently and you may irreversibly strips most of the directly idenfiable study away from representative account. eHarmony confirmed the complainant’s membership had been anonymized inside style while the pointers are made forever depersonalized.


While the eHarmony now offers pages an obvious option of totally deleting the levels until the end of 2 years, we figured a default retention age of 2 yrs to own dry levels is suitable.

In the course of time, we had been pleased with eHarmony’s responses. As well as creating a-flat storage policy, this has produced the privacy controls clearer so you’re able to pages and increased techniques for talking about confidentiality issues. Correctly, the new complaint try noticed well-founded and you may resolved.

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