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Last Updated on 6/6/2013

FirstService Residential is committed to safeguarding your privacy online. Please read the following to learn more about how your personal information will be treated as you use the Website (the "Site"). This policy may change from time to time so please check back periodically. is TRUSTe certified. TRUSTe is an independent, non-profit organization whose mission is to build users' trust and confidence in the Internet by promoting the use of fair information practices. Because we want to demonstrate our commitment to your privacy, we have agreed to disclose our information practices and have our privacy practices reviewed for compliance by TRUSTe. TRUSTe certification applies only to information collected on

This policy will let you know:

  1. What personally identifiable information is collected from you;
  2. What cookies are and how they are used;
  3. How your information is used;
  4. Who is collecting your information;
  5. With whom your information may be shared;
  6. How you can access, update or delete your information;
  7. The kind of security precautions that are in place to protect the loss, misuse, or alteration of your information;
  8. How we protect children's privacy;
  9. What else you should know about your online privacy.

What personally identifiable information is collected from you?

FirstService Residential collects information in several ways from different parts of the Site.

Some personal information is gathered when you register. During registration, FirstService Residential collects your name, Site username, password and keyword and email address.

In addition to registration FirstService Residential may ask you for personal information at other times, including (but not limited to) when you sign up for the Auto Bill Pay or E-Statement services, respond to a survey, post information on the Site, or when you report a problem with the Site. To enroll in the Auto Bill Pay system we ask for your financial information including bank routing number. If you contact us, we may keep a record of that correspondence. To change your personal information contact the Site's Webmaster at FirstService Residential collects information from Vendors who request to be a part of our vendor services section. During registration, FirstService Residential collects vendor company name, address, business license number, phone, fax, contact name, email, description of services, membership affiliations, and insurance company information. This information is used to initiate the review process for Vendor acceptance. FirstService Residential also uses third party service providers such as credit card processors and automated data processors.

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What are cookies and how does FirstService Residential use them?

FirstService Residential may choose to use "cookies" in order to customize your experience on the Site. Cookies are used to store and sometimes track information about you. A cookie is a small amount of data that is sent to your browser from a Web server and stored on your computer's hard drive. We use both session ID cookies and persistent cookies. For the session ID cookie, once you close the browser, the cookie simply terminates. A persistent cookie is a small text file stored on the user's hard drive for an extended period of time. If you opt to disable cookies, FirstService Residential will not be able to provide you with access to the user specific sections of the site including account information, change of address, and maintenance request.

FirstService Residential uses cookies to:

(1) Remind FirstService Residential of who you are to access your account information (stored on our computers), and to provide access to certain areas of the site, in order to deliver to you a better and more personalized service. This cookie is set when you register or "Sign In" and is modified when you "Sign Out" of the services.

(2) Measure certain traffic patterns of sites you have visited and your visiting patterns in aggregate.

(3) FirstService Residential does not link the information we store in cookies to any personally identifiable information you submit while on our site.

FirstService Residential may collect IP addresses for system administration and to report aggregate information to Site sponsors (if any). The IP addresses collected are not tied to your personally identifiable information.

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How does FirstService Residential use your information?

We take your privacy seriously! We do not share, rent or sell any personally identifiable information you provide us to any third party other than as outlined in this privacy policy.

FirstService Residential's primary goal in collecting personal information is to provide each user with a customized experience on the Site. FirstService Residential may occasionally send you notices about our services or your account. At anytime, you can choose to remove yourself from these communications by contacting us at with your request. Only FirstService Residential has direct online access to user online accounts. FirstService Residential researches our users' demographics, interests, and behavior based on the information provided to us upon registration, from our server log files, or from surveys. FirstService Residential does this to better understand and serve users. This research is compiled and analyzed on an aggregated basis. FirstService Residential may share this aggregated data with Site sponsors (if any). FirstService Residential does not share Vendor information submitted with any third party. The goal in collecting the information is to initiate the process to evaluate a Vendor for inclusion in our Services and Support section.

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Who is collecting information?

When you provide personal information through the Site, the information is stored on or transmitted through one or more servers owned and maintained by a third party Internet service provider ("ISP"). The ISP shares this information only with FirstService Residential, unless you are specifically informed otherwise. If data is being collected and/or maintained by any other company, you will be notified prior to the time of the data collection or transfer. If you do not want your data to be shared, you can choose not to allow the transfer by not using the service or product through which the personal information is being requested.

Please be aware that sponsors of the Site or Websites that have links on the Site may collect personally identifiable information about you when you visit their sites. The information practices of those Websites linked to the Site are not covered by this privacy statement. You should refer to the privacy policies of the other Websites, or contact the respective webmasters of those Websites to obtain information regarding their data collection and use policies.

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With whom does FirstService Residential share your information?

Sponsors: FirstService Residential may disclose your personal information to sponsors, but this is specifically described to you prior to data collection or prior to transferring the data.

Merchants listed on the Site have separate privacy and data collection practices. We have no responsibility or liability for these independent policies. For more information regarding the merchant, their online store, and their privacy policies, return to that store's home page and click on their "Information," "Privacy Policy" or similar link.

Third Party Data & Data in the Aggregate: Under confidentiality agreements, FirstService Residential may match user information with data collected by third parties. Also, FirstService Residential may disclose aggregated user statistics (for example, 45% of our users visit the homeowner area) in order to describe FirstService Residential's services to prospective customers, affiliates, partners, advertisers, and other third parties, and for other lawful purposes.

Protection of Rights: FirstService Residential may also disclose account information in special cases when FirstService Residential has reason to believe that disclosing this information is necessary to identify, contact or bring legal action against someone (i) who may be violating the Terms of Use Agreement, (ii) who may be violating or causing damage to or interference with (either intentionally or unintentionally) the rights or property of FirstService Residential other Site users, or any other person or entity, or (iii) to protect the personal safety of employees of FirstService Residential, other Site users, any other person or entity or the general public. FirstService Residential may disclose or access account information when FirstService Residential believes in good faith that the law requires it and to ensure the integrity and operation of FirstService Residential business and systems.

Asset Transfers: FirstService Residential continues to develop its business and in doing so might choose to buy Websites, businesses or other assets. Customer information is generally one of the transferred assets acquired in such purchases. Also, if FirstService Residential should choose to sell some or all of its assets, customer information, including your information collected through this Site, could be included in the transferred assets.

FirstService Residential will notify you via email at the time of data collection or transfer if FSR California intends to share, sell or transfer your data to a third party and you will always have the option of not permitting the transfer.

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How you can access, update or delete your information?

You may edit your information or reset a forgotten username or password at any time by contacting the Site's Webmaster The webmaster will confirm, via email, that changes have been made. You can request to have your account deleted or deactivated, but doing so will result in not being able to access the password-protected portion of the Site. Please contact the Site's Webmaster at or via phone at (800) 428-5588 for further instructions about deleting or deactivating your account. [ back to top ]

What kind of security precautions are in place to protect the loss, misuse, or alteration of your information?

We take precautions to protect our users' information. When users submit sensitive information via the Web, their information is protected both online and off-line.

The Site has a password access feature designed to permit only you (and those you provide your password to) and FirstService Residential to have direct access to your account information. We will never ask you for your password in an unsolicited phone call or in an unsolicited email. Also remember to sign out of your Site account and close your browser window when you have finished your work online. This is to ensure that others cannot access your personal information and correspondence if you share a computer with someone else or are using a computer in a public place like a library or Internet cafe.

Unfortunately, no data transmission over the Internet can be guaranteed to be 100% secure. As a result, while we strive to protect your personal information, we cannot ensure or warrant the security of any information you transmit to FirstService Residential or from the Site, and you do so at your own risk. Once FirstService Residential receives your transmission, we will attempt to ensure its security on our systems.

All sensitive financial information submitted on the site is SSL encryption.

We do everything in our power to protect user-information off-line. All of our users' information is restricted in our offices. Only employees who need the information to perform a specific job (for example, our billing clerk or a customer service representative) are granted access to personally identifiable information. Our employees must use access cards to enter our offices and passwords to gain access to our network . Furthermore, ALL employees are kept up-to-date on our security and privacy practices. Finally, the servers that store personally identifiable information are in a secure environment located in a locked facility provided by our ISP.

If you have any questions about the security of our Site, please contact our Privacy Director at

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What about children's privacy?

Naturally, the safety of children is very important to us. Please be advised that the Site is a general audience Website and no portion of the Site is directed to children under the age of 13. We do not knowingly collect information from anyone who is age 13 or under. As mentioned above, the Site is password-protected, which helps guard against children logging on to the protected areas of the Site without the permission of their parents or guardian.

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What else should you know about your privacy?

If we decide to change our privacy policy, we will post those changes to this privacy statement, the homepage, and other places we deem appropriate so that you are aware of what information we collect, how we use it, and under what circumstances, if any, we disclose it. We reserve the right to modify this privacy statement at any time, so please review it frequently. If we make material changes to this policy, we will notify you here, by email, or by means of a notice on our homepage.

Please keep in mind that whenever you voluntarily disclose personal information online - for example through email - that information can be collected and used by others.

Ultimately, you are solely responsible for maintaining the secrecy of your password and username and any account information. Please be careful and responsible whenever you're online.

Questions and Suggestions

As a TRUSTe-certified site, if you do not receive acknowledgement of your inquiry or if you feel that your inquiry has not been satisfactorily addressed, you should contact TRUSTe through the TRUSTe Watchdog Dispute Resolution Process. TRUSTe will serve as a liaison with FirstService Residential to resolve your concerns.

If, after reading this document, you have any questions or need to reach us, you may do so by emailing our Webmaster at, or mailing us at:

FirstService Residential
Attn: IS Privacy Director
1 Polaris Way, Suite 100
Aliso Viejo, CA 92656

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