Privacy Notice

Who we are

Desmarais Automations is a small business operated by Kaden Desmarais in West Kelowna, British Columbia. We build and run Auto Intake, a managed phone-intake service for trades businesses in the Okanagan.

We are accountable for the personal information we handle, including personal information handled on our behalf by the service providers we use.

British Columbia’s Personal Information Protection Act (PIPA) sets the rules we follow for handling personal information. Where personal information moves outside British Columbia, Canada’s federalPersonal Information Protection and Electronic Documents Act(PIPEDA) may also apply.

Personal information means information about an identifiable person — for example a name, phone number, email address, service address, or a recording of a person’s voice. It does not include business contact information used only to reach someone at their workplace.

Privacy Officer

Privacy Officer, Desmarais Automations
desmaraisautomations@gmail.com

Contact the Privacy Officer with any question, request, or complaint about personal information.

What this notice covers

This notice covers two things:

1. This website, desmaraisautomations.ca.
2. The Auto Intake phone-intake service, which we operate on behalf of trades businesses that hire us.

It does not cover how a trades business handles your information after we pass a lead to them. That business has its own practices and its own responsibilities. You can contact that business directly, and you can also contact us and we will tell you what we hold.

This website

On desmaraisautomations.ca:

• there is no contact form and no sign-up form;
• there are no user accounts and no login;
• we set no cookies, and we store nothing in your browser;
• we use no analytics, tracking, advertising, or measurement tools of any kind;
• we take no payments on this website.

There is no place on this website where you intentionally submit personal information to us.The pages are static, and they do not send anything you do on them back to us.

Like any website, ours is delivered by a hosting provider, and that provider processes ordinary technical request information — such as IP addresses and browser details — in the course of serving pages and keeping the service secure and reliable. We do not use that information to identify or profile visitors, and its retention is determined by that provider rather than by us.

If you email us

The way to contact us from this website is an email link, which opens your own email program. Clicking the link sends nothing to us.We receive information only if you choose to write and send a message.

When you do, we receive whatever you put in the message — typically your name, email address, and what you tell us about your business.

Why we use it: to read your message, reply to you, answer questions about Auto Intake, and discuss getting started if that is what you want.

By choosing to write to us, you consent to us using your message for those purposes. We do not add you to a mailing list, and we do not sell, rent, or trade personal information.

If you call a business that uses Auto Intake

Auto Intake answers inbound phone calls for trades businesses that hire us. If you call a business that uses Auto Intake, your call is answered by our automated intake system rather than by a person at that business.

Recording and transcription

Calls answered by Auto Intake are recorded and transcribed.You are told this at the start of the call, before we ask you anything.

We record and transcribe calls so we can check that the system heard you correctly, correct mistakes, resolve problems, and improve how calls are handled.

If you do not want to be recorded

You can decline. If you tell us you do not want the call recorded:

• we stop the automated phone intake;
• we do not try to talk you out of it;
• no intake record is created and nothing from that call is sent to the business;
• we direct you to a non-recorded contact option the business has approved, such as its email address or existing contact form, and we end the call.

What Auto Intake collects on a call

• your name;
• the phone number you ask to be called back on;
• what you say about the work you need done;
• the address or area where the work is needed;
• how urgent you say it is;
• your calling number, the number you dialled, and the time the call started — these come from the phone network rather than from anything you say.

Why: to take your request accurately, to check it against the rules the business has approved — such as which services they offer and which areas they serve — and to pass your request to that business so they can get back to you.

Where the different records are held

• The structured intake record — the fields listed above — is stored in infrastructure operated by Desmarais Automations.
• The business you called receives the finished lead, so they can respond to you.
• The audio recording and the transcript are held separatelyby the provider that supplies the automated voice service, in that provider’s own system. Current provider documentation indicates that voice and conversation data is generally retained for approximately 30 days, subject to provider settings and legally permitted exceptions.

The structured intake record is a summary of your request. It is not a word-for-word transcript of the conversation, and the transcript is not stored as the structured lead record.

Service providers

We use a small number of service providers to operate the website and the service. We do not sell or trade personal information, and we do not share it for advertising. We share it only as needed to operate the service, or where the law requires or permits it.

The categories of provider we use are:

• website hosting;
• email;
• telephony;
• automated voice processing;
• application and database hosting;
• automated classification, where enabled;
• transactional email delivery.

Where we retain a provider to handle personal information for us, we remain accountable for it and work to ensure the arrangement provides comparable protection. If you would like to know which providers we currently use, contact the Privacy Officer and we will tell you.

Information processed outside British Columbia

Some service providers may process or store personal information outside British Columbia and outside Canada, including in the United States. Information processed in another country may be subject to that country’s laws and lawful access processes.

If this matters to you, contact the Privacy Officer — and, on a phone call, you can decline the recording as described above.

How we protect personal information

We use reasonable administrative, technical, and organizational safeguards appropriate to the size of this business and the sensitivity of the information involved. These include access controls and authentication where appropriate, and keeping each client business’s information separated from every other client’s.

No system can be guaranteed perfectly secure, and we do not claim otherwise.

If a privacy incident occurs, we will assess it and take the notification, reporting, containment, and corrective steps required or appropriate under applicable law and the circumstances.

How long we keep personal information

Inquiry emails. Inquiry emails that do not become an ongoing client relationship are generally retained for up to 24 months after the last contact. Records connected to an active or former client may be retained longer where reasonably necessary for service, accounting, legal, or dispute purposes.

Call recordings and transcripts. Held by the automated voice provider in its own system, as described above.

Structured intake records. We are formalizing the retention schedule and deletion controls for structured Auto Intake records. The current system does not support on-demand deletion of an individual structured record. If you make a deletion or retention request, we will assess it against applicable privacy law and our current technical capabilities, explain what action we can take, and update this notice as those capabilities change.

Where we have used personal information to make a decision that directly affects you, PIPA requires us to keep that information for at least one year so you have an opportunity to ask to see it. Where we do delete personal information, we do so securely.

Accuracy, access, and correction

We make reasonable efforts to keep personal information accurate and complete where we use it to make a decision about you or pass it to another organization.

You can ask to see the personal information we hold about you, how we have used it, and who we have disclosed it to.You can also ask us to correct an error.

• Send your request in writing todesmaraisautomations@gmail.com.
• We may need to confirm your identity first.
• We will respond within 30 days as PIPA counts them — PIPA does not count Saturdays or holidays — and we will tell you if we need the additional extension the Act permits.
• If we correct information, we will pass the correction to any organization we gave that information to in the previous year. If we do not agree the correction is warranted, we will note your requested correction on the file.
• If we cannot give you access to something, we will tell you in writing, give our reasons, and explain how to seek a review.

There are limited situations where PIPA requires or permits us to withhold information — for example where it would reveal personal information about another person. We will say so if that happens.

Withdrawing consent

You can withdraw your consent at any time by giving us reasonable notice in writing atdesmaraisautomations@gmail.com.

We will tell you what withdrawing means in practice. Usually it means we can no longer respond to your inquiry or pass your service request to the business you contacted.

On a phone call, you can decline to be recorded at any time. What happens next is described above.

Questions and complaints

Start with us. Contact thePrivacy Officer, Desmarais Automations atdesmaraisautomations@gmail.com. Tell us what happened and what you would like done. We will investigate and respond, and we may need to confirm your identity first.

If you are not satisfied with our response, you can contact the Office of the Information and Privacy Commissioner for British Columbia:

Office of the Information and Privacy Commissioner for BC
PO Box 9038, Stn. Prov. Govt., Victoria, BC V8W 9A4
Phone: 250-387-5629 · Toll-free in BC: 1-800-663-7867
oipc.bc.ca

Changes to this notice

We update this notice when our practices change. The effective date above shows when the current version took effect. Material changes will be described here rather than made silently.