DIYTel Privacy Policy

Last Updated: June 17, 2025
Effective Date: June 17, 2025

1. INTRODUCTION

DIYTel, a division of Totalconnect Telephone Company Limited ("DIYTel," "we," "us," or "our"), is committed to protecting your privacy. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you use our telecommunications and web services.

Contact Information:
- Email: compliance@diytel.ca
- Phone: +1 604-635-0700
- Address: A-33771 George Ferguson Way, #329, Abbotsford, BC V2S 2M5, Canada

2. INFORMATION WE COLLECT

2.1 Account Information
- Name, business name, and contact details
- Billing address and payment information
- Phone numbers and email addresses
- Government-issued identification (when required)

2.2 Service Usage Data
- Call detail records (CDRs) for billing and service optimization
- Website traffic and usage analytics
- Support ticket communications through telecom-support@diytel.ca
- Service performance metrics

2.3 Technical Information
- IP addresses and device information
- Browser type and operating system
- Log files and system diagnostics
- Network performance data

2.4 Communications
- Support conversations and chat history
- Email communications
- Recorded customer service calls (with notice)
- Feedback and survey responses

3. HOW WE USE YOUR INFORMATION

3.1 Service Delivery
- Provide and maintain Cloud PBX telecommunications services
- Process billing and payments
- Deliver customer support through WHMCS integrated support system
- Optimize service performance

3.2 Business Operations
- Fraud prevention and security monitoring
- Compliance with CRTC and Canadian regulatory requirements
- Service improvement and development
- Account management and administration

3.3 Communications
- Service notifications and updates
- Billing statements and payment reminders
- Technical support and maintenance notices
- Marketing communications (with consent)

4. INFORMATION SHARING AND DISCLOSURE

4.1 We Do Not Sell Personal Information
DIYTel does not sell, rent, or trade your personal information to third parties.

4.2 Authorized Disclosures
We may share information when:
- Required by law or legal process
- Necessary to protect our rights or property
- Authorized by you for specific purposes
- Required for service delivery (e.g., number porting)

4.3 Service Providers
We may share information with trusted service providers who:
- Assist in Cloud PBX service delivery
- Process payments
- Provide technical support
- Are bound by confidentiality agreements

4.4 Business Transfers
Information may be transferred in connection with mergers, acquisitions, or asset sales, with notice to affected customers.

5. DATA SECURITY AND PROTECTION

5.1 Security Measures
- End-to-end AES encryption for voice communications
- Secure data centers with physical access controls
- Regular security audits and vulnerability assessments
- Employee training on data protection

5.2 Data Retention
- Account information retained while services are active
- Call detail records retained for 7 years for regulatory compliance
- Support communications retained for 3 years
- Billing records retained for 7 years

5.3 Data Breach Response
- Immediate investigation and containment
- Notification to affected customers within 72 hours
- Cooperation with regulatory authorities
- Implementation of additional safeguards

6. YOUR PRIVACY RIGHTS

6.1 Access and Correction
- Request access to your personal information
- Correct inaccurate or incomplete information
- Update account details through customer portal
- Request information about data processing

6.2 Data Portability
- Export your data in standard formats
- Transfer data to other service providers
- Receive copies of communications and records

6.3 Deletion Rights
- Request deletion of personal information (subject to legal requirements)
- Account closure and data removal
- Right to be forgotten (where applicable)

6.4 Marketing Communications
- Opt-out of marketing emails
- Unsubscribe from promotional communications
- Manage communication preferences

7. COOKIES AND TRACKING

7.1 Cookie Usage
- Essential cookies for service functionality
- Analytics cookies to improve user experience
- Preference cookies to remember settings
- No third-party advertising cookies

7.2 Cookie Management
- Browser settings to control cookies
- Opt-out options for non-essential cookies
- Clear instructions for cookie deletion

8. INTERNATIONAL DATA TRANSFERS

8.1 Data Location
- Primary data processing in Canada
- Backup systems may be located outside Canada
- Adequate protection measures for international transfers

8.2 Cross-Border Considerations
- Compliance with applicable privacy laws
- Appropriate safeguards for data transfers
- Customer notification of data location changes

9. CHILDREN'S PRIVACY

DIYTel services are designed for small business use and not intended for individuals under 18. We do not knowingly collect personal information from minors.

10. THIRD-PARTY SERVICES

10.1 Integrated Services
Our platform may integrate with third-party services (e.g., CRM systems, payment processors) subject to their own privacy policies.

10.2 Customer Responsibility
Customers are responsible for:
- Reviewing third-party privacy policies
- Managing third-party integrations
- Ensuring compliance with applicable privacy laws

11. REGULATORY COMPLIANCE

11.1 Canadian Privacy Laws
- Personal Information Protection and Electronic Documents Act (PIPEDA)
- Provincial privacy legislation
- Canadian Radio-television and Telecommunications Commission (CRTC) requirements

11.2 Industry Standards
- Telecommunications industry best practices
- Payment Card Industry (PCI) compliance
- ISO 27001 security standards

12. PRIVACY POLICY UPDATES

12.1 Notification of Changes
- Email notification of material changes
- Website posting of updated policy
- 30-day notice period for significant changes

12.2 Continued Use
Continued use of services after policy updates constitutes acceptance of changes.

13. CONTACT INFORMATION

13.1 Privacy Questions
For privacy-related questions or concerns:
- Email: compliance@diytel.ca
- Phone: +1 604-635-0700
- Mail: Privacy Officer, DIYTel, A-33771 George Ferguson Way, #329, Abbotsford, BC V2S 2M5

13.2 Privacy Complaints
If you believe your privacy rights have been violated:
1. Contact our Privacy Officer directly
2. File a complaint with the Privacy Commissioner of Canada
3. Contact your provincial privacy commissioner

This Privacy Policy is effective as of the date listed above and governs our collection, use, and disclosure of your personal information in connection with DIYTel services.