LifeWorks
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Accessing Your Account

          How can I change my password?

If you have forgotten your password, you can click ‘Forgotten Password’ below to the password field on the login page. You will then be asked to enter the email address that you registered to LifeWorks with. If there is an account with that address, we will then send you an email with a link to reset your password. When you click on this, it will open a new window where you can enter a new password.
If you are already logged into LifeWorks but would like a new password you can update it via this link. To create a new password you will first need to verify your existing one.
Please be aware, despite creating a new password your web browser may still have the old one stored. When logging in again be sure to delete any pre-populated passwords and manually type in your new one.
Please make sure you are using one of our supported browsers (Chrome, Firefox, Safari and Edge) and that any form of private browsing is turned off.
If you have forgotten your username, please contact our Support Team.
 Have more questions? Submit a request

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LifeWorks
Terms and Conditions
Privacy And Cookies Policy

          Privacy Policy

Summary
We are LifeWorks (Canada) Ltd. (“LifeWorks”), a corporation organized under the laws of Ontario, Canada. LifeWorks (Canada) Ltd. owns and operates the LifeWorks business through its subsidiaries in various countries including without limitation Canada, the United States, the United Kingdom and Australia. For the purposes of applicable data protection laws, LifeWorks is a wholly owned subsidiary of LifeWorks Inc. and our primary business address is 895 Don Mills Road, Tower One, Suite 700, Toronto, Ontario, M3C 1W3 Canada. LifeWorks (Canada) Ltd. is the data controller of your personal data.
When using the LifeWorks App in the UK or EU the controller is LifeWorks (U.K.) Ltd., a private limited company organized under the law of England and Wales (Reg. No. 08223675) located at 90 High Holborn, Holborn, London, WC1V 6LJ UK.
This Privacy Policy explains the collection, use and disclosure of personal information and sets out the basis on which any personal information we collect from you, or that you provide to us, will be processed by us. Please read this Privacy Policy carefully to understand the ways in which we use, share and protect your personal information.
The management of personal information is fundamental to LifeWorks services and we are committed to protecting your privacy.
LifeWorks collects and uses personal information to identify you, establish eligibility, and to provide technology-enabled total health, wellbeing and human resources services (such as pensions and benefits, employee assistance programs, and health management programs), including through our websites and apps. We also use your information for our own purposes, including to analyze and improve our services and for communications.


Please see the headings below to get more detailed information on how LifeWorks handles your personal information and on any topics of interest in our Privacy Policy.  If you are located in:
The European Economic Area (EEA) or Switzerland, you should read this Privacy Policy together with the Privacy Policy Addendum for Europe to understand your rights and options.
Barbados, you should read this Privacy Policy together with the Privacy Policy Addendum for Barbados.
South Africa, you should read this Privacy Policy together with the Privacy Policy Addendum for South Africa.
Ukraine, you should read this Privacy Policy together with the Privacy Policy Addendum for Ukraine.
About This Privacy Policy
We created this privacy policy to tell you:
What personal information we might collect about you;
What we might do with that personal information; and
Your choices about the personal information you provide.
This policy covers our websites, mobile apps, services provided through these platforms or otherwise accessed by a user (such as our counselling and well-being services) and any other interactions you may have with us (such as by telephone, email, or in person). This policy specifically covers our handling of personal information (including, in the case of some of our services, sensitive personal information) relating to identifiable individuals and does not apply to proprietary business information.
Some of our services are provided on behalf of our clients, which means our client remains primarily responsible for your personal information. For instance, we may be providing services on behalf of your employer or plan sponsor. In these circumstances, we may re-direct a query about our use of your personal information to our client.
Getting Your Consent


Getting Your Consent
As part of using our services or interacting with us, we may collect and process some details about you. When we do so, we will collect, use or share your personal information with your consent for the purposes we’ve informed you of, or as may be otherwise permitted or required by law. Your consent can be express or implied (where this is permitted by law). For example, by participating in your benefits plan, you consent to LifeWorks’s collection and use of your personal information to provide services to that plan. In some situations, we may get consent directly from you (including as described in this privacy policy). In other situations, we may rely on the consent you provided to your employer or benefits sponsor.
You can withhold or withdraw your consent for us to collect, use or share your personal information (to the extent our processing is based on your consent in accordance with applicable law). The withdrawal of consent does not affect the lawfulness of processing based on consent before its withdrawal. Depending on the circumstances, however, withdrawal of your consent may impact our ability to serve you, or in the case of administering benefits, it may prevent us from processing your claims.
Where We Get Your Information
We collect personal information in the following ways:
Directly from you;
From your use of LifeWorks’s services, programs, websites and apps;
From your employer, association, insurer, or benefits plan sponsor;
When you attend a LifeWorks site or event;
When you apply for a position at LifeWorks;
If you contact us with a complaint or query;
When you engage with us over social media; and/or
From legally authorized third parties.
Children’s Information


From legally authorized third parties.
Children’s Information
We will not knowingly collect, use or share personal information if you are under the age of majority in your area without the permission of your parent or guardian. If you are underage and want to access our counselling and wellness services, your parent or guardian needs to contact LifeWorks on your behalf.
What Information We Collect and Why
Our collection and use of your personal information depends on what products and services your sponsoring organization chooses to make available to you, which LifeWorks products and services you choose to participate in, and what information you choose to provide to us.
We may collect and use the following types of information for the following purposes:
Personal Information
Personal Information Category
Types of Information We May Collect
How We May Use It
Identity information
Your name, username, employee number or similar identifier, marital status, date of birth and reported gender
To identify and authenticate you
To communicate with you
To create and administer your account when you register for our service, including through our websites and apps
Contact information
Your billing address, postal address, email address and telephone numbers
To communicate with you and respond to your inquiries or for any other purposes related to LifeWorks services and Platform
To inform you of news about our products and services, as well as special promotions, offers or events
To create and administer your account when you register for our service, including through our websites and apps
Employment information
Your job title, place of work, hire date, employment history, work address
To determine eligibility and process applications
To administer the range of products and services that you have with us
Interaction information
Telephone recordings and transcripts, records of communications (such as emails, letters, online chat, etc.)
For quality assurance and staff training purposes


For quality assurance and staff training purposes
To retain a record of your interactions with LifeWorks
To provide you with the services and information which you request
To communicate with you and respond to your inquiries
To understand any concerns you may have, so that we can resolve disputes and improve your experience
Digital interaction information
Geolocation data, IP address, login data, browser type and version, time zone setting and location, browser plug-in types and versions, operating system (including the type of device used) and other technology, related to the devices you use to access our websites and/or our apps
To personalize your experience and understand how you use our sites and apps
To notify you of any relevant issues relating to our website or app (e.g., push notifications)
To measure how our apps and websites are performing
To identify opportunities for new products/services or improvements to existing ones
For system or product development and planning, audit and administrative purposes
For more information relating to our use of cookies, Google Analytics, and related technology, please review our Cookie Policy for the LifeWorks App
Job Applicant Information
Résumé, cover letter, reference letters, employment history and interests
For staffing and recruitment activities
To maintain an inventory of candidates for current and future work opportunities
 Sensitive Personal Information
Sensitive Personal Information Category
Types of Information We May Collect
How We May Use It
Financial information
Your banking information, email linked to your electronic transfers, and payment information
For billing, administering claims and other financial and payment-related functions
To administer the range of products and services that you have with us
Transaction information
Details about payments to and from you, and other details of products and services you have purchased from us, including customer account numbers
For administering services and auditing


For administering services and auditing
To understand how you use our products and services
Health information
The state of your physical and/or mental health which we receive in connection with your use of our services, provided by you through connected devices or through any Assessment you complete
To determine eligibility and process applications
To administer the products and services that you have with us
Note: For clients using absence and disability management services, LifeWorks or employee and family assistance programs, the personal health information collected for the purpose of providing one service will not be used or disclosed for the purpose of providing any other service. Although some health information may be used by LifeWorks in data analytics, it will not be disclosed in a way that allows identification of any individual
Health Measurement
Your weight, height, body mass index, waist circumference, cholesterol, lipoprotein, triglycerides, glucose and blood pressure readings, sleep patterns or other similar information provided by you through connected devices or through any Assessment you complete
To administer products and services that you have with us
Lifestyle information
Your alcohol consumption, tobacco/nicotine use, eating and nutrition (e.g., number of servings of food groups and nutrition related questions), cardiovascular disease risk, emotional well-being (e.g., depression and stress), and readiness to change
To determine eligibility and process applications
To administer products and services that you have with us
Claims information
Information disclosed to us with your permission by your insurance, health plan provider, or plan sponsor regarding claims you have made under your policy and/or other information, including health information
To determine eligibility
To administer the full range of products and services that you have with us
To process and administer claims
To provide you with personalized services

We may also collect and use your information to:


We may also collect and use your information to:
Perform services on your behalf or your employer’s/benefits sponsor’s behalf (including total health and wellbeing, rewards and recognition services, employee and family assistance services, health management programs, group benefits and investment plans, and pension administration services);
Understand your needs, the suitability of our products and services, and improve our products and services;
Provide services tailored to your requirements and to treat you in a more personal way;
Promote and market our products and services to you;
Improve our business operations and the quality of our products and services;
Develop and test new products and services;
Manage our business and operational needs;
Administer and protect the security of our business, and our websites, apps and other services;
Meet our legal and regulatory obligations, including to enforce our legal rights; and
Carry out other purposes related to any of the above.
De-identified, Aggregated, and Anonymized Information
We may use your personal information to generate de-identified, aggregated, or anonymized information that does not reveal your identity. LifeWorks uses this information to conduct research, compile aggregate data sets, statistics, and reports, and to perform analytics on our services, service standards, business operations, and trends.
We may share de-identified, aggregated, or anonymized information with our clients for reporting purposes, including usage of our services, and with third party service providers for use in creating marketing materials, cases studies and statistical analyses. This allows LifeWorks, its clients, and our respective third-party service providers to understand how we are performing, or develop relevant products, services or offers.
When Does LifeWorks Share Your Personal Information?
LifeWorks may share your personal information with:


LifeWorks may share your personal information with:
Other LifeWorks entities in order to serve you, including for our internal management and administrative purposes.
Third party service providers who are required to keep your information confidential and secure and are restricted from using or disclosing information for reasons other than performing services on our behalf or to complying with legal requirements.
Third parties and partners in the event of a potential merger or acquisition, transfer of assets, reorganization, or bankruptcy. These parties are also required to keep your information confidential and secure and are restricted in their use of information to this purpose.
Government, regulatory and law enforcement agencies to meet our compliance, regulatory, and risk management obligations or to comply with the law.
The general public and other users when you post or share comments, blog postings, testimonials, or other similar information on our technology platforms.
Your sponsoring organization or health plan provider when you provide your express or implied consent (where this is permitted by law) or if we are required to do so by law.
International Transfers of Information
LifeWorks is a global organization with affiliates, partners and subcontractors located in many countries around the world. To provide our services to you, LifeWorks may exchange personal information across geographical borders with LifeWorks entities, affiliates or service providers in other countries working on our behalf in accordance with applicable law.
Examples of countries we transfer and exchange personal information with include, but are not limited to, the United States of America, the United Kingdom, Canada, and Australia. If your personal information is transferred outside of your country, we will take appropriate measures to ensure an equivalent standard of personal information protection under applicable law. We will also obtain consent where this is required under applicable law. Please contact us if you want more information on how we protect personal information transferred out of your country.
Notice to Users in China


Notice to Users in China
The below information which may be collected from you or provided by your Sponsoring organization is exported out of China
Personal information collected (including sensitive information)
Description
Identity information
Provided by you or your sponsoring organization when creating your account such as your name, date of birth, employee number, gender, language
Contact information
Provided by you or your sponsoring organization when creating your account such as your email, Country, City
Employment information
Provided by you or your sponsoring organization when creating your account such as Company name, job title, work status, employment start date
Health information
The state of your physical and/or mental health provided by you in connection with your use of our services, provided by you through connected devices or through any Assessment you complete
Health measurement

Your weight, height, body mass index, waist circumference, cholesterol, lipoprotein, triglycerides, glucose and blood pressure readings, sleep patterns or other similar information provided by you through connected devices or through any Assessment you complete
Lifestyle information
Your alcohol consumption, tobacco/nicotine use, eating and nutrition (e.g., number of servings of food groups and nutrition related questions), cardiovascular disease risk, emotional well-being (e.g., depression and stress), and readiness to change.  This information is provided by you through Assessments you may complete

Storage of Your Information


Storage of Your Information
LifeWorks may store your personal information in its databases located in the United States, Canada, the United Kingdom, or other countries. Some of our service providers may also store or access personal information from countries other than where you reside or receive services, and in those circumstances, are subject to the laws of that jurisdiction. Because of this, there may be circumstances where other foreign governments, courts, law enforcement agencies or regulatory agencies are entitled to access the personal information collected and held by LifeWorks or our subcontractors. If you are visiting our website from a country other than Canada, your communication through our website or any of its services may result in the transfer of information across international boundaries.
Retention of Your Information
We only keep your information as long as it is contractually, operationally or legally necessary. When we no longer need the information, it is either destroyed or anonymized.
To determine the appropriate retention period for Personal Information, we consider the amount, nature, and sensitivity of the Personal Information, the potential risk of harm from unauthorised use or disclosure of your Personal Information, the purposes for which we process your Personal Information and whether we can achieve those purposes through other means, and the applicable legal requirements.
For further information on retention periods, please see our Retention Policy for the LifeWorks Platform or if you have any other questions contact us using the details provided at the end of this Privacy Policy.
Safeguards
We use reasonable physical, technological, organizational, and contractual safeguards, appropriate to the sensitivity of the information, to protect personal information in our possession or under our control, from unauthorized access, disclosure or use.
Accessing Your Information


Accessing Your Information
When requested in writing, we will inform you of the existence, use, and disclosure of your personal information that we maintain. We may not be able to provide you with all the information you request, depending on prescribed circumstances, and there may be a charge for copies of your personal information.
Correcting Your Information
We will make reasonable efforts to keep your information accurate and up to date. If a change or correction is required, let us know right away. We’ll make appropriate updates needed to keep things running smoothly. You can review your personal information by looking at the correspondence we send to you, through your online accounts with us, or by requesting access to your personal information, as described above.
Other Data Subject Rights
Depending on the country in which you are based in, you may have additional rights over your personal information, including:
Right to delete personal information. You may have the right to request the deletion of your personal information upon the withdrawal of your consent for us to process such information or other circumstances provided under applicable law, provided that such data no longer needs to be processed by us to fulfil our legal and regulatory obligations.
Right to restrict or object to processing. You may have the right to request us to anonymise, delete or otherwise restrict or object to the processing of your personal information in certain circumstances, such as where you establish that the information collected by us is unnecessary or excessive.
Right to data portability. You may have the right to request us to provide you with your personal information in a structured, commonly used and machine-readable format and a right to request that we transfer such information to another party.
Right to lodge a complaint. You may have the right to lodge a complaint about the way we handle or process your personal information with the relevant authorities.


Note for French data subjects only: you have a right to define guidelines relating to the fate of your personal data in the event of death.
If you would like to exercise any of these rights, please use the contact details below.
Marketing
We may occasionally send you email notices concerning our Website, App or Services, which may include emails tailored to you based on your activity on our Website or App.  You may also receive emails from us arising from your use of particular Services requiring email communication.  Where possible, you will be given the option to choose a different method of communication or to opt out of receiving such communications, although it may adversely affect or otherwise prevent you from receiving the full scope of Services you signed up to receive.
Contact Information
If you have any questions or concerns about this policy or LifeWorks’s handling of your personal information, or if you want to make a complaint, please communicate in writing with our Privacy Officer at:
By regular mail:                Privacy Officer
                                             LifeWorks (Canada) Ltd.
                                             895 Don Mills Road
                                             Tower One, Suite 700


Toronto, ON M3C 1W3
                                             Canada
By electronic mail:       privacy-vieprivee@lifeworks.com
 Please note that we may need to confirm your identity, request additional details and work with other LifeWorks departments to respond to you or to look into your concerns or complaint.
Changes to Our Privacy Policy
We may modify this notice from time to time and will post the most current version online.
Last updated: March 2023

Cookie Policy for LifeWorks Platform
What is a Cookie?
A cookie is a small data file that a website may place on your device. A cookie file can contain technical information (such as a user ID) that the website can use to track the pages you have visited and to record your preferences for future visits. For example, when you visit our website, we may collect information from you automatically through cookies or similar technology.
Cookies We Use and Why We Use Them
The LifeWorks Platform uses cookies and related technologies to distinguish you from other users, to understand how you use our websites, to monitor and improve the performance of our websites, and to personalize your experience.


A number of cookies on LifeWorks websites last only for the duration of your web session and expire when you close your browser. Other cookies (known as “persistent cookies”) remain on your device because they are used to remember you when you return to the website.
Essential Cookies
Cookie Name
Type
Description
WAM_AUTH
User session maintenance cookie
This helps you maintain your browsing session between webpages and between the website or app and API (“application programming interface”).
wamToken
User session maintenance cookie
This helps you maintain your browsing session between webpages and between the website or app and API (“application programming interface”).
lw_language
User language cookie
This cookie tracks the language in which our website or app are displayed. It's stored locally and is not transmitted with each HTTP request.
wamMe
User session identification cookie
Keeps you logged in between webpage changes.
wamT
User session identification cookie
Keeps you logged in between webpage changes.
persistence
Whether to persist a login
This cookie is used to identify whether to keep the user logged in after closing the browser window.
AWSELB
OneHippo CMS cookie for client
The AWS Load Balancer cookie is used to map the Hippo CMS session to the instance to ensure the user's experience remains consistent.
Cloudfront-*
Cloudfront config cookie
CloudFront authentication cookies are used to access audio and video content from our CMS articles.
_help_center_session
Provides a better experience in the LifeWorks Helpdesk area.
A ZenDesk - Customer Help and Support system that provides answers to common questions and allows users to raise support tickets.
_zendesk*
Provides a better experience in the LifeWorks Helpdesk area.


_zendesk*
Provides a better experience in the LifeWorks Helpdesk area.
A ZenDesk - Customer Help and Support system that provides answers to common questions and allows users to raise support tickets.

Functional Cookies
Cookie Name
Type
Description
walkthroughExcludeList
User Preference
Controls whether to provide a walkthrough for first time users. This cookie is stored locally and is not transmitted with each HTTP request.

Analytics Cookies
Cookie Name
Type
Description
_ga
Non personal tracking cookie
To collect non-personal information about how visitors use the LifeWorks Website or App, which LifeWorks uses to monitor the performance of the Website and App and to improve the Website or App where necessary.
_gat
Non personal tracking cookie
Collects non-personal information about how visitors use the LifeWorks Website or App that we will use to monitor their performance to improve them where necessary.
_gid
Non personal tracking cookie
Collects non-personal information about how visitors use the LifeWorks Website or App that we will use to monitor their performance to improve them where necessary.
CONSENT
Non personal tracking cookie
These are cookies stored by Google relating to the Google services we use such as Google Fonts and Google Analytics.
DV
Google cookie
These cookies are set via embedded Google scripts such as Google Fonts, Google Analytics and embedded YouTube videos. They register anonymous statistical data on for example how many times a video is displayed and what settings are used for playback. No sensitive data is collected unless the user has logged in to their Google account, in that case your choices are linked with your account, for example if you click “like” on a video.
1P_JAR
Google cookie


1P_JAR
Google cookie
These cookies are set via embedded Google scripts such as Google Fonts, Google Analytics and embedded YouTube videos. They register anonymous statistical data on for example how many times a video is displayed and what settings are used for playback. No sensitive data is collected unless the user has logged in to their Google account, in that case your choices are linked with your account, for example if you click “like” on a video.
giftCards*
Gift card order
Tracks an order when the connection to the website or app is interrupted. These cookies are stored locally and are not transmitted with each HTTP request.

Third Party Cookies
In addition to the cookies that LifeWorks delivers to your device through our websites, third parties may also place cookies for a variety of reasons. For example, we use Google Analytics, a web analytics tool that helps us understand how visitors engage with our websites. To learn more about Google Analytics, click here.
Other third parties may deliver cookies to your device for the purpose of understanding your online behaviours across non-affiliated websites and delivering targeted advertisements either on our websites or on other websites.
Blocking Cookies
You can block cookies by adjusting your internet browser settings, although this may interfere with the functionality of LifeWorks websites. For more information on blocking cookies or targeted advertising check your browser’s instructions.
Do-Not-Track Mechanisms
Because of the rapidly changing state of technology, we cannot make any guarantees that our systems will be able to honour Do-Not-Track requests sent by your browser.
How to Manage Cookies


How to Manage Cookies
You can set your browser not to accept cookies or adjust your browsers cookie settings appropriately.  However, in a few cases, some of our website features may not function as a result. Should you choose to disable or block our cookies on your computer you will need to do this through your browser. Click on the 'Help' menu to learn how to manage your cookie preferences.
Contact Information
If you have any questions or concerns about this policy or LifeWorks’s handling of your personal information, or if you want to make a complaint, please communicate in writing with our Privacy Officer at:
By regular mail:                Privacy Officer
                                             LifeWorks (Canada) Ltd.
                                             895 Don Mills Road
                                             Tower One, Suite 700
                                             Toronto, ON M3C 1W3


Canada
By electronic mail:       privacy-vieprivee@lifeworks.com
Please note that we may need to confirm your identity, request additional details and work with other LifeWorks departments to respond to you or to look into your concerns or complaint.
Changes to Our Cookie Policy
We may modify this notice from time to time and will post the most current version online.
Last updated: March 2023

Mobile Applications Privacy Policy
LifeWorks collects, uses, and shares information when you download, register with or use our mobile applications (“Apps”). For more detailed information on how LifeWorks processes your information, please review the LifeWorks Privacy Policy and if you are located in:
The European Economic Area (EEA) or Switzerland, you should read this Privacy Policy together with the Privacy Policy Addendum for Europe to understand your rights and options.
Barbados, you should read this Privacy Policy together with the Privacy Policy Addendum for Barbados.
South Africa, you should read this Privacy Policy together with the Privacy Policy Addendum for South Africa.
Ukraine, you should read this Privacy Policy together with the Privacy Policy Addendum for Ukraine.

Information We Collect
LifeWorks may collect:
Personal information, such as contact, employment or health information you provide to register and use our Apps; and
Technical information, such as data about your usage of an App (e.g., crash logs), data about your device (device type, operating system etc.) and its interaction with an App, and device geolocation information.
How We Use Your Information


How We Use Your Information
LifeWorks may use information collected through our Apps to:
Complete registrations, transactions or services requested through our Apps;
Contact you in connection with services or inquiries requested through our Apps;
Keep you posted on latest announcements and offerings;
Personalize the content and features of our Apps;
Review the quality of our Apps, and improve their functionality;
Develop products and services, including new Apps and features;
Create de-identified information for data analytics and other purposes;
Generate and share anonymized analytics and industry benchmarking; and
Comply with laws and regulations and lawful requests or orders.
As a global organization, LifeWorks and our third-party service providers process and store personal information in various countries around the world. We only keep your information as long as it is contractually, operationally, or legally necessary. When we no longer need the information, it is either destroyed or made anonymous.
Your Choices
You may access, modify, or delete your personal information by logging into our Apps using your username and password and visiting your account settings. You may opt-out of all future collection of information by LifeWorks by uninstalling our App from your mobile device.
Notifications and location data. When you access our Apps, you may be asked whether you will allow us to access your location while you are not using the App and/or whether you would like to receive notifications on your device. If you click “allow”, you can later opt-out by updating the privacy settings on your device or in the App itself. If you block the use of location information, some parts of our Apps may not function properly.


Information on your device. The ability to collect certain personal information is controlled by your device settings (e.g., access to contacts, photos). If you choose not to allow this access, some services may not operate effectively. Refer to the documentation for your device regarding how to allow or block the collection of certain device information.
Contact Information
If you have any questions or concerns about this policy or LifeWorks’s handling of your personal information, or if you want to make a complaint, please communicate in writing with our Privacy Officer at:
By regular mail:                Privacy Officer
                                             LifeWorks (Canada) Ltd.
                                             895 Don Mills Road
                                             Tower One, Suite 700
                                             Toronto, ON M3C 1W3


Canada
By electronic mail:       privacy-vieprivee@lifeworks.com
Please note that we may need to confirm your identity, request additional details and work with other LifeWorks departments to respond to you or to look into your concerns or complaint.
Changes to Our Privacy Policy
We may modify this notice from time to time and will post the most current version online.
Last updated: March 2023

Privacy Policy Addendum for Europe
This Privacy Policy Addendum for Europe is for users of LifeWorks services who are located in the EEA and Switzerland. If you’re located in the EEA or Switzerland, you should read both the LifeWorks Privacy Policy and this Privacy Policy Addendum for Europe to understand your rights and options.
Basis of Lawful Processing
European data protection laws require us to be specific about our reasons or grounds for using your personal information. LifeWorks processes the personal information of users in the EEA or Switzerland on these grounds:
Consent. When you have provided your consent or, in the case of sensitive personal information, when you have provided your explicit consent, to our collection of your information;
Performance of a contract with you. When we need to perform the service you are seeking or have agreed to, according to the Terms of Use you agree to when you create an account with LifeWorks;


Legitimate interests. When we have a legitimate business or commercial reason for using your information, and your interests and your fundamental rights do not override those interests. We have carried out balancing tests for all the data processing we carry out on the basis of our legitimate interests. You can obtain information on any of our balancing tests by contacting us using the details set out later in this notice.; and/or
Legal obligation. When we need to comply with a legal or regulatory obligation.
Before collecting or using any special categories of data (referred to as sensitive personal information in the Privacy Policy), we will only use that information:
With your explicit consent;
For the establishment, exercise, or defence by us or third parties of legal claims; or
If there is an exemption under local law that allows us to use it, such as in relation to the processing of special categories of data for insurance purposes, or for determining benefits under an occupational pension scheme.
LifeWorks may process your personal information on more than one ground depending on the reason or grounds for using your personal information. Please contact us if you need details about the specific grounds we are relying on to process your personal information.
Transfer of Personal Information Outside the EEA
LifeWorks will ensure that adequate safeguards are implemented if and when we need to transfer personal information outside of the EEA so that a similar degree of protection is afforded to it. Please contact us if you want more information on how we transfer and protect your personal information out of the EEA.
Contact Information
If you have any questions or concerns about this policy or LifeWorks’s handling of your personal information, or if you want to make a complaint, please communicate in writing with our Privacy Officer at:
By regular mail:                Privacy Officer


LifeWorks (Canada) Ltd.
                                             895 Don Mills Road
                                             Tower One, Suite 700
                                             Toronto, ON M3C 1W3
                                             Canada
By electronic mail:       privacy-vieprivee@lifeworks.com
Please note that we may need to confirm your identity, request additional details and work with other LifeWorks departments to respond to you or to look into your concerns or complaint.
Changes to Our Privacy Policy
We may modify this notice from time to time and will post the most current version online. If we make significant changes to our Privacy Policy, we will communicate these changes appropriately.
Last updated: March 2023

Privacy Policy Addendum for South Africa
Data Subject Rights


Privacy Policy Addendum for South Africa
Data Subject Rights
If you reside in South Africa, you have the right to lodge a complaint with a supervisory authority, in addition to those set out in the Privacy Policy, and the details of the supervisory authority is set out below:
Email: POPIAComplaints@inforegulator.org.za
Address: JD House, 27 Stiemens Street, Braamfontein, Johannesburg, Gauteng, South Africa, 2017

Privacy Policy Addendum for Ukraine
Data Subject Rights
If you reside in Ukraine, you may have certain rights in addition to those set out in the Privacy Policy, including:
• The right to know about the sources of collecting and the location of your personal data, the purpose of its processing, location of controller or empower the authorised parties for obtaining such information;• The right to obtain information on conditions for providing access to their personal data, in particular information about third parties to whom their personal data is transferred to;• The right to obtain information on whether their personal data is being processed and the content of such data within 30 calendar days;• The right to protect their personal data from unlawful processing and accidental loss, destruction, damage, as well as from provision of information that is inaccurate or discredit honour, dignity and business reputation;• The right to private action;• The right to restrict the processing of your personal data;• The right to be informed of the logic of automatic processing (if applicable); and• The right to protect yourself from automated decision-making (if applicable) that results in legal consequences.

Privacy Policy Addendum for Barbados


Privacy Policy Addendum for Barbados
This Privacy Policy Addendum for Barbados is for users of LifeWorks services who are located in Barbados. If you’re located in Barbados, you should read both the LifeWorks Privacy Policy and this Privacy Policy Addendum for Barbados to understand your rights and options.
Basis of Lawful Processing
Barbados data protection laws require us to be specific about our reasons or grounds for using your personal information. LifeWorks processes the personal information of users in Barbados on these grounds:
Consent. When you have provided your consent or, in the case of sensitive personal information, when you have provided your explicit consent, to our collection of your information;
Performance of a contract with you. When we need to perform the service you are seeking or have agreed to, according to the Terms of Use you agree to when you create an account with LifeWorks;
Legitimate interests. When we have a legitimate business or commercial reason for using your information, and your interests and your fundamental rights do not override those interests. We have carried out balancing tests for all the data processing we carry out on the basis of our legitimate interests. You can obtain information on any of our balancing tests by contacting us using the details set out later in this notice; and/or
Legal obligation. When we need to comply with a legal or regulatory obligation.
Before collecting or using any special categories of data (referred to as sensitive personal information in the Privacy Policy), we will only use that information:
With your explicit consent;
For the establishment, exercise or defence by us or third parties of legal claims; or
If there is an exemption under local law that allows us to use it, such as in relation to the processing of special categories of data for insurance purposes, or for determining benefits under an occupational pension scheme.


LifeWorks may process your personal information on more than one ground depending on the reason or grounds for using your personal information. Please contact us if you need details about the specific grounds we are relying on to process your personal information.
Transfer of Personal Information Outside Barbados
LifeWorks will ensure that adequate safeguards are implemented if and when we need to transfer personal information outside of Barbados so that a similar degree of protection is afforded to it. Please contact us if you want more information on how we transfer and protect your personal information out of Barbados.
Contact Information
If you have any questions or concerns about this policy or LifeWorks’s handling of your personal information, or if you want to make a complaint, please communicate in writing with our Privacy Officer at:
By regular mail:                Privacy Officer
                                             LifeWorks (Canada) Ltd.
                                             895 Don Mills Road
                                             Tower One, Suite 700


Toronto, ON M3C 1W3
                                             Canada
By electronic mail:       privacy-vieprivee@lifeworks.com

Please note that we may need to confirm your identity, request additional details and work with other LifeWorks departments to respond to you or to look into your concerns or complaint.

Changes to Our Privacy Policy
We may modify this notice from time to time and will post the most current version online. If we make significant changes to our Privacy Policy, we will communicate these changes appropriately.

Last updated: March 2023
Data Privacy Complaint Form LifeWorks (English).docx
(30 KB)
Data Privacy Complaint Form LifeWorks (French).docx
(40 KB)
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LifeWorks
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Getting Started

          Accessibility Tips

Having trouble reading your screen, typing or finding your way on the platform? Visual and fine motor challenges can make navigating online difficult. We are committed to ensuring that all users can access our services and enjoy the same outstanding experience as everyone else. Below, you will find a list of tips to help you leverage your device’s accessibility features to improve your online experience.
These features include:
Increasing the size of the text on the screen
Making icons and other items bigger
Magnifying the content on the screen
Enabling high-contrast text
Having the words on the screen read aloud to you
Quick tipsIf you are using a computer and running the latest operating systems, click on the appropriate link below for the list of detailed instructions on how to make it easier to see on your computer.
Tips for making it easier to see on a Mac
Tips for making it easier to see on a PC
Available accessibility featuresFor the complete list of accessibility features available to you, click on the appropriate link(s) for your operating system and/or browser below:
Operating Systems
Windows (desktop)
Mac (desktop)
iOS (mobile)
Android (mobile)
Browsers
Microsoft Edge (formerly Explorer)
Mozilla Firefox
Google Chrome
Apple Safari
Could use some extra help?If you have visual disabilities or other accessibility difficulties preventing you from accessing our services or enjoying your online experience, we can help.
The easiest is to call our accessibility support line, 24/7 at 1-833-767-7289

 Have more questions? Submit a request

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LifeWorks
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Getting Started

          Multi-Factor Authentication

Why you need to set up a two-factor authentication Do you ever use the same password to sign into multiple websites and apps? This may weaken your password and make it easier to steal. That’s why your organisation might require you to set up two-factor authentication in order to access your LifeWorks account. Two-factor authentication aka 2FA is the best way to protect yourself online.
This feature improves security because two-factor authentication requires two things to log into your LifeWorks account and keep it secure: Something only you know – a verification code each time you log in – and something only you own – your phone.
How it worksAfter you sign in with your Invitation Code and Unique Code for the first time, LifeWorks will ask you to set up two-factor authentication by downloading an authenticator app on your phone.
You can choose among the following authenticator apps:
Microsoft Authenticator (we strongly recommend it!)
Google Authenticator (we love this one as well)
Duo Security
LastPass
Authy
Ping Identity
Download the app of your choice on your phone by visiting the App Store or Google Play. If you have one already installed, you can ignore this step.
Once installed, make sure you follow the steps the authenticator app asks for you to link it to a new account – in this case, your LifeWorks account. It’s a simple process:
Sign in to your LifeWorks account.
If you are on the LifeWorks web platform, follow the steps to set up your two-factor authentication. Open the authenticator app on your mobile and scan the QR code you see on your desktop’s screen using your phone’s camera. Alternatively, you can manually enter the activation code you see on the screen into the Authenticator app.


If you are on the LifeWorks mobile app, when the authenticator app prompts you, enter the account details and copy-paste the activation code that shows up on your screen into your authenticator app.
A verification code will show up on your authenticator app – this is a time-dependent six-digit code. Simply pop it in the relevant field on your LifeWorks app to complete the process.
Ta-dah! Your Authenticator app is now connected to your LifeWorks account.
From now on, every time you log into LifeWorks you will be prompted to enter the verification code generated by the Authenticator app on your phone.
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        Questions you may have

                How do I sign up for LifeWorks?

                How can I access LifeWorks?

                What if my invitation link/code doesn't work?

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LifeWorks
Terms and Conditions
Records Management

          Records Retention Schedule for the Lifeworks Platform

Introduction. 1Schedule Structure. 2Retention Calculation. 2Definitions. 3Contractual Retention Requirements. 3Off-Site Storage. 3Systems Storage. 3Schedules by Business Function. 4LifeWorks Platform. 4
Introduction
This Record Retention Schedule (“Schedule”) is meant to be read and interpreted in accordance with the Records Management Policy (“Policy”) and supersedes all previous versions of any Company retention schedules. This Schedule identifies specific retention periods that apply to U.S. and Canadian hard copy and electronic Records that require retention for legal, recordkeeping or business reasons. These retention periods will be used to enhance the Company’s enterprise wide Record retention strategy as it continues to develop over time and be fully implemented.The Schedule lists the retention Periods for the Official Record or final version of the Record, regardless of media or location of storage. Official Records that have met the Retention Period set out in this Schedule should be disposed of as long as they are not subject to a Legal Hold or Tax Audit Hold. Official Records may be stored in physical or electronic format.  Drafts, duplicates or convenience copies of Official Records should not be retained for longer than is necessary to perform a job responsibility and in no instance longer than the Retention Period for the Official Records, unless those records are subject to a Tax Audit Hold or Legal Hold.The terms used in the Policy apply to this Schedule, with any newly introduced terms defined below.
Schedule Structure


Schedule Structure
Business Function: The Schedule is primarily organized by Business Function. Each Business Function represents a major category of business activity such as Finance and Accounting, Human Resources, or Tax. Each Business Function is listed in the Table of Contents. The Business Function is not intended to represent a specific department, but instead, to identify a broad category of activity or subject area.Where a specific department or line of business has documents which are unique to that department or line of business, a separate Record category has been assigned.
Retention Calculation
Event Driven: All Records that have event-driven retention periods, such as “Lease of Property” or “Termination of Employment”, contain a retention period that is calculated from the event date. For example, if an employee departs in August of a particular year, his/her official Personnel Records are eligible for destruction 8 years after the date the employee departed.Non-Event Driven: If the retention period has no event associated with it, the Records must be retained for that period of time plus the remainder of the year in which they are created. Using another example, if a Record is created some time during the middle of the year and it has a retention period of 8 years, it must be kept for the remainder of the year in which it is created plus an additional 8 years.Indefinite: If a Record has an “Indefinite” retention period, it indicates that the exact retention period is not able to be determined at this time. Records with an Indefinite retention period will be reviewed periodically to determine if there is any legal or business need to retain them.Retention Calculation Examples
Creation or Event
Retention
Keep Until
Explanation
6/15/2014 (Record Created)
8 years
12/31/2022
Keep full calendar year of creation + 8 more years

1/5/2015 (Trigger Event)
Expiration + 8 years


1/5/2015 (Trigger Event)
Expiration + 8 years
1/6/2023
Keep 8 years after trigger event (Expiration)

1/5/2015
Indefinite
TBD
Records should be reviewed periodically to
determine their status and whether they can be defensibly disposed.

Definitions
Destruction: The process of eliminating or deleting a record once it has met its Retention Period and any Tax Audit Holds or Legal Holds have been released.Non-Record: External documents and publications such as articles, newsletters or press releases that do not require retention. Non-Record materials should be disposed of as soon as they are no longer needed for reference, which is usually no longer than two years.Official Records: Complete and final Records that require retention for legal, recordkeeping, or business reasons. Official Records provide evidence of the Company’s business functions, policies, decisions, procedures, operations, provision of service and internal and external transactions.Official Records Owner: The Department, Line of Business or Function responsible for maintaining the Official Record to comply with retention requirements as identified in this Schedule. The Official Records owner is typically, but not always, the Department, Line of Business or Function that created the record.Tax Audit Hold: The procedure used to temporarily suspend destruction of certain Records due to an existing tax audit, even if the Records are eligible for destruction.Unofficial Records: Records that are not required to be retained for legal, recordkeeping, or business needs unless they are subject to a Tax Audit Hold or a Legal Hold. These may include drafts, duplicates, or “convenience” copies of Official Records. These may be destroyed when they no longer serve a purpose.
Contractual Retention Requirements


Contractual Retention Requirements
Where a contract contains a retention requirement that is longer than the applicable retention period set out in this Schedule, the contract retention requirement supersedes the Company Retention Period. Where a contains a retention requirement that is shorter than the applicable Retention Period, a subject matter expert for the Business Function should be consulted for guidance.
Off-Site Storage
Iron Mountain is the approved off-site storage vendor for LifeWorks in North America.  Duplicates, drafts, and convenience copies of Official Records are not eligible for storage at Iron Mountain.
Systems Storage
Systems and applications must also have Records stored in a manner that allows for retention and destruction consistent with this Schedule.
Schedules by Business Function
LifeWorks Platform
Records related to or generated through the provision of these services by the Company including, but not limited to, LifeWorks, rewards, recognition and perks, records of health, wellness, nutrition, fitness coaching, or other related services.
Record Category
Record Description
Examples
Tax Hold
Retention Period
Retention of original documents required (Y/N if Y, describe)
LifeWorks Platform
Records documenting and/or generated by the user and the user’s use of the LifeWorks application
User profile and usage information such as name, DoB, email address, recognitions, phone number, purchase history etc.
No
6 months after termination of the customer’s contract relationship.
N – All original files are digital
LifeWorks Platform
Spot Rewards data and records relating Client Funded Rewards issued using the Spot Rewards functionality
Client deposits and withdrawal records; client requests designating reward recipients and records relating to payments made to individual user accounts

Yes
7 years
N – All original files are digital
Backup files (LW)
Files created from LW backup systems for the purpose of system restoration in the event of an emergency
Backup files
No
30 days
N – All original files are digital


Backup files
No
30 days
N – All original files are digital

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LifeWorks
Terms and Conditions
Records Management

           Records Management Policy for the LifeWorks Platform

Policy
The records and documents created, used and stored by LifeWorks, its subsidiaries and its affiliates (“LifeWorks” or the “Company”) are among the Company’s most important assets. This includes all Company documents and records in any format or medium, whether hard copy or electronic, including memos, correspondence, reports, working papers, presentations and emails (“Record” or “Records”).
The purpose of this Records Management Policy (“Policy”) is to define and establish requirements for the creation and management of authentic, reliable, enduring and useable Records in support of the business functions and activities of the Company. The Policy is designed to ensure the Company complies with laws and regulations, meets legal/contractual recordkeeping requirements, operates effectively, preserves Records relating to legal and other proceedings and destroys Records when appropriate to do so.
Application
This Policy applies to all areas of the Company (“Program Area”) and to all Records irrespective of format (e.g., records sent or received by email accounts, electronic records, paper records, etc.). Every director, officer, employee and contractor of the Company (collectively “Company Personnel”) is responsible for ensuring that they understand and comply with this Policy.
In addition to complying with this Policy, Company Personnel must also comply with the Company’s Confidential Information Policy, the Company’s Data & Record Classification Policy, the Company’s Privacy Policy, all security policies, applicable privacy legislation, and the terms of any other agreements with the Company or between the Company, its partners and its clients. The use of the term “Record” in this Policy has the same meaning as the term “Data” in the Company’s Data & Record Classification Policy.
Mandatory Requirements
Creation, Management and Disposition of Records


Mandatory Requirements
Creation, Management and Disposition of Records
Every Program Area must, in accordance with the requirements and guidelines established under this Policy, create, manage, and dispose of Records to ensure program accountability and support the Program Area’s business needs. Every Program Area must also ensure that the integrity, reliability and retrievability of Records for ongoing legal, financial or other business purposes.
Accountability for the creation, management and disposition of Records resides with the business owner in the Program Area.
Classification of Records
Records must be classified according to the business functions and activities of each Program Area in a manner that:
allows complete Records relating to business decisions or transaction to be readily located and retrieved;
minimizes duplicate storage of Records;
enables user permissions and privacy and security protections to be applied consistently and appropriately; and
permits retention requirements to be applied accurately.
In classifying Records, Company Personnel are required to abide by the Company’s Data & Record Classification Policy and Information Security Policy and Standards.
Storage and Management of Records
Records must be stored in shared repositories and managed by each Program Area in a manner such that:
they can be efficiently located, identified and retrieved for as long as they are needed;
consistent and comprehensive application of security rules regarding access, modification and disposal are applied;
unnecessary duplication is eliminated; and
efficient disposition, including transfer to archives and storage, in accordance with retention requirements is enabled.
Retention and Disposition of Records
Company Personnel must keep Records within a Program Area for as long as is necessary to meet a legitimate business or legal purpose, taking into account applicable legislative and regulatory requirements, and the terms of any agreements with the Company or between the Company, its partners and its clients.
Business owners must ensure that the Records in their Program Areas are managed, stored and disposed of in accordance with the requirements of the applicable Records Retention Schedule (“Schedule”).


The retention requirements for Records, as stipulated in the applicable Schedule, are determined in consultation with subject matter experts in each Program Areas based on:
business needs;
legal and regulatory requirements specific to the Records;
contractual commitments;
the need to ensure accountability for the activities and decisions documented by the Records; and
the rights and interests of other stakeholders in the preservation of the Records’ contents.
Records in the possession of the Company including relevant Program Areas may be subject to the following:
Legal proceedings; and
Access requests made pursuant to applicable legislative and regulatory requirements and the terms of any other agreements with the Company or between the Company, its partners and its clients.
When a request is received pursuant to any of the above, Company Personnel must preserve and produce all relevant Records and follow the requirements set out in the Legal Hold section of this Policy.
Email Retention
Records created, sent or received using email accounts, including emails themselves, are subject this Policy.
Before an email account is disabled or deleted, the Records created, sent or received using the email account must be managed in accordance with the requirements set out above.
These types of Records must not be stored in the hard drive of an individual’s computer, on portal devices or removable media, on an individual’s personal network drive or electronic workspace, in email accounts, or in the case of hardcopy records, in an individual’s physical file storage.
Record Archiving and Storage
Hard copies of Records that no longer require immediate access as an active record, but must still be maintained for the remainder of their designated retention period, should be archived. Company Personnel should contact the Corporate Services Department or regional office management to arrange for Record archiving at a Company-approved offsite storage facility. When making arrangements for off-site storage, Company Personnel will need to identify a Record destruction date for destruction purposes.
Legal Hold


Legal Hold
Records relating to any pending or anticipated legal proceeding, audit or investigation must be preserved. A “Legal Hold” may be placed on any Record regardless of whether the record is the final, official version of the Record. Company Personnel who receive a notice from the Legal, Risk and Privacy Department or through another source that certain Records are subject to a Legal Hold must immediately ensure that all Records subject to the Legal Hold are secure and retained, as described in the Legal Hold notice. If Company Personnel become  aware of a pending or anticipated legal proceeding, audit or investigation, or subpoena, they must secure and retain all Records that might be pertinent, and notify the Legal, Risk and Privacy Department.
Under no circumstances should Company Personnel alter, destroy or conceal any Records related to a pending or anticipated legal proceeding, audit or investigation. Any such action could have a material adverse effect on the legal proceeding, audit or investigation. Unauthorized alteration, destruction or concealment of Records may subject Company Personnel to disciplinary action, up to and including termination, as well as to legal liability.
Annual Records Review
Company Personnel must review all Company Records, including emails, in their possession on a regular basis and at a minimum, once a year. In doing so, Company Personnel should identify for destruction any Records that are beyond their designated retention period but retain those that are subject to a Legal Hold or involve an investigation or audit.
Destruction of Records
Records are to be destroyed upon satisfaction of all of the following criteria:
the Records have served their intended purpose; and
the applicable retention period has expired; and
Company Personnel handling the Records has written confirmation that such Records are not subject to a Legal Hold.
Questions and Compliance
Any questions about the retention of Records that are not addressed in this Policy should be directed to the Legal, Risk and Privacy Department, who will provide direction in consultation with subject matter experts in the Program Area to which the Record relates.


Any questions about the archiving and destruction of hard-copy Records (ie. paper) should be directed to the Corporate Services Department or regional office management.
This Policy will be reviewed periodically and amended as necessary by the Legal, Risk and Privacy Department to reflect any changes in laws, regulations or business requirements.

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 Records Management Policy for the LifeWorks Platform
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