Personal Information and Your Privacy

In order to offer you the ReplyReach Sites and the Services made available thereon, we may access certain information relating to your use of the ReplyReach Sites and the Services. We are committed to maintaining the accuracy, confidentiality, security and privacy of your information. Any collection, use and/or disclosure of your information by us in connection with your use of a ReplyReach Site and any of the Services is governed by our Privacy Policy

Personal Information

In order to provide you products and services of interest to you as well as ongoing support, we collect certain personal information. This may be during the application process; when communicating with you in our stores, online and over the phone; and when you browse the Internet. We may also gather information about you from third parties, such as creditors or credit reporting agencies.

What is personal information?

Your personal information includes data that can identify you, such as the following:

  • Your Business details, names, address, email addresses and phone numbers
  • Information about the ReplyReach services you subscribe to
  • Your service usage details, such as recorded calls or data, or analytics
  • Account information, such as your account status or method of payment
  • Health and biometric information, if provided

To protect your privacy, we remove details that can identify you personally whenever possible.

Why do we gather personal information?

We collect personal information so we can:

  • Establish a business relationship with you, for example to confirm your identity
  • Ensure that your services are working correctly
  • Understand your needs and preferences to recommend products, services and discounts that might interest you
  • Understand how you use our products and services and how we can improve our offering
  • Manage and develop our business, for example, monitoring usage volumes to plan for our networks, and tracking product sales to measure their success
  • Meet legal and regulatory requirements, such as collecting information to comply with legal regulations

Sharing your information

To get a better idea of your needs and how we can fulfill them, we may share information between our service partners. We only disclose personal information with parties outside our family of companies and suppliers when we are required to or when you have given express consent for us to do so.

These third parties are carefully selected partners acting on our behalf. We only disclose as much information as they need for a specific purpose, such as shipping you a new phone or providing network service while you’re roaming. When using your personal information, we require the companies and their employees to uphold our privacy standards.

If our partners store or process your personal information outside Canada, they are legally bound to protect your data using strict privacy safeguards.

Cookies

Cookies are small text files that your web browser creates as you use the Internet. The information they store does not personally identify who you are, but does allow a website to remember your actions or preferences – for instance, remembering the items you added to your shopping cart, or the preference you set to stay logged in to your account.

Information from cookies helps us provide a better web experience by telling us about the people who visit our sites and how they use them, such as:

  • How often our websites are visited, from where and on what device or browser – this helps us ensure you can access our sites when and how you want to, on your preferred device
  • What content on a site is popular and how visitors interact with it – knowing what is clicked on or shared helps us offer you useful information up front

While information we gather with cookies does not personally identify you, with your permission we are able to identify you if you sign in to one of our websites or apps. Cookies are also used by our advertising partners to display ads that are relevant to you. You can always disable cookies in your browser settings.

Artificial Intelligence and Analytics

Data analytics is the science of looking closely at data, uncovering information and drawing conclusions based on that information. We analyze customer data for a variety of reasons, such as to improve customer service, efficiency, safety and security, as well as to protect intellectual property.

There are four main types of data analytics:

  • Descriptive analytics discovery on cause for consumer behavior during certain periods.
  • Diagnostic analytics explains why something occurred, for example, when consumers reports product issues and resolutions.
  • Predictive analytics helps us project what may happen in the future based on past CRM data. For example, predicting how many extra calls your customer service may get when a new service changes.
  • Prescriptive analytics helps us identify a solution to a problem. For instance, understanding day-to-day Internet usage, unusual events and predicted future usage patterns might point to ways we can improve our network.

Artificial intelligence

Artificial intelligence (AI) techniques accelerate decision-making processes by analyzing enormous amounts of data very quickly. This helps us improve your experience, as well as our products and services.

For example, AI techniques are set to detect more consumer contacts than usual coming from a particular region, recognize that a new service or product changes just began there and automatically direct callers from that area to an agent with the right skills.

We always review the decisions made by AI to ensure they are fair, lawful, and do not have unintended consequences. We do not promote AI communications with consumers other than automated messages.

De-identifying Data

De-identifying data means removing information that could link the data back to you as an individual. If personal information is properly de-identified so that it can no longer be linked to you, the information is no longer considered personal.

To protect your privacy, we de-identify data where possible. We do this by:

  • Removing details such as your name, company, general identification and other direct identifiers, as well as data that can identify you indirectly, such as your social presence or gender
  • Transforming details so they no longer identify you personally, such as storing just the first three letters rather than your full postal code, or using a date range rather than your specific term of service.

Manage Your Communication Preferences

You can manage the types of communications you receive or opt out of communications by updating your preferences. You can also disable cookies in your browser settings.

  • To opt out of any direct mail or offers, please call us at 1 877 413 0844, or the contact form below.
  • To opt out of email and text message offers, please update your communication preferences.

If you choose to opt out or make adjustments to the information you see in your preferences, please know.

QUESTIONS

If you have any questions or comments regarding these terms and conditions, please use the contact form below.

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