The effectivly FORCE you to use this site as they try to cut costs and reduce "call in" support.
Then, they create a ToS which absolves them of all responsibility if they are hacked?
I would be willing to bet that if any Canadian business tried this the government would crack down and state it not permitted.
The government has a tendency of "do as i say not as i do".
Any Canadian can tell you that for the most part government IT is utter garbage.
<cough>arrive-can</cough><cough>Phoenix</cough>
....
not exactly the same thing, but this is a $500,000 class action lawsuit for losing a USB Key containing patient data:
https://www.thestar.com/news/gta/2012/05/28/durham_region_he...
The expectation is that the government protect your privacy or pay if they fail to do so.. as with any private data.