Privacy Policy

1. Who we are

VoIPService.ca provides cloud telephone service, VoIP numbers, toll-free numbers, virtual office numbers and hosted PBX features to businesses across Canada. Our head office is in Montreal, Quebec. In this policy, “we”, “us” and “our” refer to VoIPService.ca, and “you” refers to the person or organization using our website or services.

We handle personal information in accordance with the federal Personal Information Protection and Electronic Documents Act (PIPEDA) and, where it applies, Quebec’s Act respecting the protection of personal information in the private sector as amended by Law 25.

2. Information we collect

We collect only what we need to open your account, deliver telephone service, bill you accurately and support you when something goes wrong.

• Account information — business name, contact name, billing address, service address, email address and telephone numbers.
• Billing information — invoices, payment history and the last four digits of the payment method. Full card numbers are handled by our payment processor and are never stored on our systems.
• Call detail records — the numbers dialled, date, time, duration, routing path and disposition of calls placed or received on your account. These records are generated automatically by the network and are required for billing and troubleshooting.
• Service configuration — extensions, ring groups, auto-attendant menus, voicemail boxes, greetings and forwarding rules that you create.
• Technical data — IP addresses, SIP registration data, device and softphone identifiers, browser type and log timestamps.
• Website data — pages viewed, referring page and information you submit through our contact and quote forms.

3. What we do not collect

We do not listen to or retain the contents of your calls. Call recording is an optional feature that you enable and control; where you turn it on, the recordings belong to you and we store them on your behalf. We do not sell personal information, and we do not use your call records for advertising.

4. How we use your information

• To provision numbers, route calls and operate the features you subscribe to.
• To authenticate you and secure your account against toll fraud and abuse.
• To invoice you, process payments and collect applicable taxes.
• To respond to support requests, port numbers and diagnose service issues.
• To send service notices such as maintenance windows, outages and billing changes.
• To meet legal, regulatory and CRTC obligations, including emergency-calling requirements.
• To send marketing messages only where you have consented, in line with Canada’s Anti-Spam Legislation. Every marketing email includes an unsubscribe link.

5. Emergency calling and E911

When you register a service address for emergency calling, that address and your callback number are transmitted to the emergency call routing provider and made available to the answering public-safety agency when a 911 call is placed. This disclosure is required for the service to function and cannot be disabled. Keeping your registered address current is your responsibility.

6. Service providers and disclosure

We share personal information with third parties only where it is necessary to deliver the service or where the law requires it.

• Upstream carriers and wholesale providers that terminate calls, host numbers and provide emergency routing.
• Payment processors that authorize and settle transactions.
• Infrastructure and support vendors such as hosting, monitoring and ticketing providers, bound by confidentiality and security commitments.
• Lawful authorities where we receive a valid court order, subpoena, warrant or other legally enforceable demand.

We do not disclose your information for any other purpose without your consent.

7. Where your information is stored

Our primary systems are hosted in Canada. Some service providers, including certain carriers and support tools, may process or store information in the United States or other countries, where it can be subject to the laws of that jurisdiction. When we transfer information outside Canada we use contractual and technical safeguards intended to give it a comparable level of protection.

8. Retention

We keep account and billing records for as long as your account is active and afterwards for the period required by tax and telecommunications rules, generally seven years. Call detail records are retained for a shorter operational period unless a billing dispute or legal hold requires otherwise. Call recordings and voicemail are retained according to the storage term of your plan or until you delete them. When information is no longer needed we delete or de-identify it.

9. Security

We use encryption in transit, access controls, network segmentation, logging and least-privilege administrative practices to protect your information. Accounts are protected by credentials that you control, and we strongly recommend enabling every authentication option available in your portal. No system is perfectly secure; if a breach creates a real risk of significant harm we will notify you and the appropriate regulator as required by law.

10. Cookies and analytics

Our website uses cookies that are necessary for it to function, plus optional analytics cookies that help us understand which pages are useful. You can refuse or delete cookies in your browser settings. Refusing optional cookies does not affect your telephone service.

11. Your rights

Subject to limited legal exceptions, you may:

• ask what personal information we hold about you and obtain a copy;
• ask us to correct information that is inaccurate or incomplete;
• withdraw consent to marketing communications at any time;
• ask us to delete information we no longer need;
• request that computerized personal information you provided be sent to you or another organization in a structured format.

Write to privacy@voipservice.ca and we will respond within thirty days. If you are not satisfied with our response, you may complain to the Office of the Privacy Commissioner of Canada or, for Quebec residents, to the Commission d’accès à l’information du Québec.

12. Children

Our services are sold to businesses and are not directed to children. We do not knowingly collect personal information from anyone under the age of majority.

13. Changes to this policy

We may update this policy as our services and the law evolve. The revision date at the top of the page always reflects the current version, and we will notify account holders by email before any change that materially reduces the protection of their information.

14. Contact us

Questions, access requests and privacy complaints can be directed to our Privacy Officer:

VoIPService.ca — Privacy Officer
Email: privacy@voipservice.ca
Telephone: 855.299.VOIP (855.299.8647)
Montreal, Quebec, Canada