Privacy Policy

Greetline ("we", "us") is an AI phone-reception service operated as a division of IO IT Services Corporation, an Ontario corporation. This policy explains how we collect, use, and protect personal information in accordance with Canada's Personal Information Protection and Electronic Documents Act (PIPEDA). It is organized around the ten fair-information principles PIPEDA is built on.

Our role. When we answer calls for a brokerage client, we act as a service provider handling personal information on that brokerage's behalf. The brokerage remains responsible for its clients' information; we process it only to deliver the reception service described in our agreement with them.

What sets us apart: we do not use advertising trackers, remarketing pixels, or behavioral ad networks. We never sell or rent personal information, and we never use call content to train third-party advertising or foundation models. Our website analytics are cookieless and cannot identify you.

Principle 1 — Accountability

We are responsible for personal information in our possession, including information handled by service providers on our behalf. Accountability rests with our Privacy Officer, reachable at hello@greetline.ca. Service providers are selected only where they provide a comparable level of protection.

Principle 2 — Identifying purposes

We collect personal information only to:

• answer, route, and warm-transfer calls on behalf of our brokerage clients;
• take messages and produce call summaries and transcripts;
• screen spam and unwanted calls;
• operate, secure, and improve the reception service;
• meet legal, tax, and accounting obligations.

Principle 3 — Consent

Call recording & disclosure. Where calls or their transcripts are recorded or stored, callers are given a clear disclosure at the start of the call. Callers who do not consent are offered an alternative (such as being connected to a person or leaving a call-back number). We collect, use, or disclose personal information only with knowledge and consent, except where permitted by law.

Principle 4 — Limiting collection

We collect only what the reception service requires: the caller's stated reason for calling, contact details they provide, and the call audio/transcript needed to handle and document the call. We do not ask for more than is necessary to help the caller and pass the request to the right person.

Principle 5 — Limiting use, disclosure, and retention

Personal information is used only for the purposes above and is never sold or rented. We disclose it only to service providers that help us operate the service, each limited to its function:

• Cloudflare — website hosting, security, and email routing;
• Twilio — telephony (call connectivity and phone numbers);
• Speech & language providers — real-time transcription, language understanding, and voice synthesis used to conduct the call;
• Resend — delivery of call summaries and notifications by email.

Storage outside Canada. Some providers store information on servers outside Canada (primarily the United States). Information stored there may be subject to the laws of that jurisdiction. We require all providers to protect personal information to standards consistent with this policy and applicable Canadian privacy law, and we bind them to no-training and confidentiality terms where available.

Retention. Call recordings, transcripts, and summaries are retained only as long as needed to deliver the service and meet our clients' documented retention requirements (for example, records that support a brokerage's professional-liability obligations), after which they are securely deleted or anonymized.

Principle 6 — Accuracy

We keep personal information as accurate and current as its use requires, and correct it on request or when we are told it is inaccurate.

Principle 7 — Safeguards

We protect personal information with safeguards appropriate to its sensitivity: encryption in transit (TLS), encryption at rest, access on a need-to-know basis, multi-factor-protected accounts, and secure disposal. No transmission is perfectly secure, but we monitor and reassess our measures on an ongoing basis.

Principle 8 — Openness

This policy is public and written to be understandable. Questions about our practices can be directed to the Privacy Officer at hello@greetline.ca.

Principle 9 — Individual access

On written request and verification of identity, we will tell you whether we hold personal information about you, provide access to it, and explain how it has been used and disclosed. As a service provider, we may route access requests about a brokerage's clients to that brokerage. We respond within 30 days at no cost in most cases.

Principle 10 — Challenging compliance

Complaints about our handling of personal information can be addressed to the Privacy Officer at hello@greetline.ca. We investigate all complaints and, where justified, fix our practices. If you are not satisfied with our response, you may contact the Office of the Privacy Commissioner of Canada.

Changes to this policy

We may update this policy as our service evolves. Material changes will be posted here with a new "last updated" date.

This policy reflects our current practices and is reviewed periodically, including with professional advisors as the service grows.