Privacy policy

Who we are, and who does what

Crewline is operated by [LEGAL NAME], [BUSINESS ADDRESS], Canada.

There are two distinct roles here, because where you exercise your rights depends on which one applies:

• The contractor (the plumber, electrician or HVAC company subscribing to Crewline) decides why it answers or calls you and what it does with the information afterwards. It determines the purposes of the collection.
• Crewline provides the service that answers, transcribes and routes the call, on the contractor's behalf and on its instructions. We do not use your information for our own purposes.

If you called a business and want your call erased, you can write to us directly: we will handle the request and notify the contractor concerned.

Person in charge of the protection of personal information

As Law 25 requires, one named person is responsible for the protection of personal information here:

What we collect, and by what means

We do not collect credit card numbers, social insurance numbers or banking details over the phone. The agent is configured to decline that information even if it is offered. If a deposit is required, the contractor sends you a payment link handled by its own provider.

Why we collect it

Each purpose below is distinct. We do not take information collected for one purpose and use it for another without telling you.

• To answer your call and understand what you need.
• To determine whether it is an emergency and, if so, transfer you to the on-call technician.
• To take and confirm an appointment, and send you a text confirmation and reminder.
• To pass the request to the contractor so the work can be done.
• To keep an accurate call record for the contractor, including if there is a disagreement about what was asked for or promised.
• To maintain and fix the service itself when a call goes wrong.

Your calls are not used to train public or shared artificial-intelligence models, to advertise to you, or to build a profile of you. We do not sell or trade personal information.

Consent and call recording

At the start of every call, before any question, the agent states that it is an automated assistant and that the call is recorded and transcribed. The notice is given in the language of the call: a caller who says “bonjour” receives the notice in French.

If you do not want to be recorded, say so: the agent stops the recording and takes only what is needed to have a person call you back. You can also simply hang up — a call abandoned in the first few seconds is not retained.

You may withdraw your consent at any time, free of charge, by writing to privacy@trycrewline.ca. Withdrawal does not undo work already performed, but we will stop processing and destroy the recording and transcript unless a law requires us to keep them.

Who we share it with, and where it sits

The contractor you called receives the summary, transcript and recording of your call. That is the point of the service.

Beyond that, we rely on providers to operate the service. Each one has contractual access only to what its function requires:

Communication outside Quebec

We should be straightforward about this. Recordings and transcripts are stored in data centres located in Canada. However, the real-time speech and language processing during the call runs through providers established in the United States, which means the content of your call is processed outside Quebec for a matter of seconds or minutes.

As Law 25 requires, we have carried out a privacy impact assessment for this transfer outside Quebec, and our contracts with these providers require confidentiality, prohibit any other use of the information, and require its destruction. You may request a summary of that assessment by writing to the person named in section 02.

We will also disclose personal information where the law compels us to — a court order, for example. We do not do it on request alone.

How long we keep it

By default, recordings and transcripts are destroyed automatically 30 days after the call. That is the baseline setting, not an option you have to turn on.

• A call a contractor expressly chooses to keep (a disputed quote, a claim) is retained as long as needed for that reason, then destroyed.
• The text summary of the work to be done stays in the contractor's own software, under its retention policy and its responsibility, not ours.
• Billing records are kept for as long as Canadian tax law requires.

Once the purpose of the collection is achieved, we destroy the information or anonymize it in accordance with the rules set out in the legislation.

Your rights

In Quebec you have the following rights, and exercising them is free:

• Access — obtain a copy of the personal information we hold about you, including the recording of your call.
• Rectification — have inaccurate, incomplete or ambiguous information corrected (a misheard address, for instance).
• Withdrawal of consent — stop the processing going forward.
• Portability — receive the information you provided to us in a structured, commonly used technological format.
• De-indexing and cessation of dissemination — have information stopped from being disseminated or a link de-indexed, on the conditions set out in the legislation.
• Automated decisions — be told when a decision about you is made exclusively by automated processing, and on request obtain the information used, the principal factors in the decision, and the right to have that information corrected.

How to exercise them

Write to the person named in section 02 at privacy@trycrewline.ca, giving the phone number you called from and the approximate date of the call — that is what lets us find the record. We respond within 30 days. If we refuse a request, we tell you why in writing, along with the recourse available to you.

We may ask for reasonable proof of identity, so that we do not hand a call recording to the wrong person.

Security and confidentiality incidents

Recordings and transcripts are encrypted in transit and at rest. Access is limited to those who need it: the contractor for its own calls, and us for maintaining the service. Access is logged.

We maintain a register of confidentiality incidents. If an incident presents a risk of serious injury, we promptly notify the Commission d'accès à l'information and the individuals concerned, and take steps to reduce the risk, as the legislation requires.

Complaints

Write to us first — we would rather fix it. If our answer does not satisfy you, you can complain to the relevant authority.

• In Quebec: the Commission d'accès à l'information du Québec, cai.gouv.qc.ca.
• Elsewhere in Canada: the Office of the Privacy Commissioner of Canada, priv.gc.ca.

Changes

If we change this policy, the date at the top changes. For a significant change — a new purpose, or a new provider handling call content — we notify subscribing contractors by email before it takes effect.