Privacy Policy

1. Who We Are and What This Covers

Lead Shift Automation Inc. (“Lead Shift”, “we”, “us”) is a corporation incorporated under the Canada Business Corporations Act, with its registered office in Saskatchewan, at 111 2nd Ave, Saskatoon, Saskatchewan, Canada. We answer phone calls for service businesses and turn each call into a usable record.

This policy covers two different relationships, and we are clear about which is which:

• Our website and our own business. When you visit leadshiftautomation.com, book a call with us, send us a form, apply for a job, or become a client, we decide how your information is used, and we are responsible for it.
• Calls we answer for our clients. When you call a business that uses our service, we answer and record that call on the business’s behalf and under its instructions. The business is responsible for your information, and we handle it for them as their service provider, under our Data Processing Addendum with that business. For questions about a call you made to one of our clients, contact that business; we will help them answer you.

We handle personal information under Canada’s Personal Information Protection and Electronic Documents Act (PIPEDA) and Canada’s Anti-Spam Legislation (CASL), and under the laws of the other places we operate that apply to us.

2. Our Privacy Officer

Our Privacy Officer is accountable for how we handle personal information. You can reach them at privacy@leadshiftautomation.com, or by mail at the address above.

3. What We Collect on Our Website

• Technical information. Like every website, our servers receive your IP address, browser type and the pages you request. Our hosting provider keeps these logs to run and secure the site.
• Analytics. We use a cookieless analytics service that counts page views, measures performance, and records a small set of interactions, such as opening the booking calendar. The non-identifying business figures you enter into the calculator (your trade, how calls are answered today, a call-volume range, an average job value and the result) are sent as an anonymous event. We do not attach them to your name.
• Your browser. Our site sets no cookies of its own. It stores a few values in your own browser so the site remembers how you left it: your theme, your place on a page, your last calculator figures, your game settings, and the campaign details from the link you arrived on for the length of your visit. These stay on your device.

4. What We Collect When You Contact Us, Book a Call or Apply

Our booking calendar and our contact, access-request and careers forms are provided by a scheduling and customer-management platform we use. When you use them we collect what you enter: usually your name, email, phone number, business name and trade, and your message. The careers form also collects the files and details you choose to send us.

That platform may load its own analytics and advertising measurement tags when you open one of those forms. You can limit them through your browser’s tracking settings, an ad-blocking extension, or the ad settings of the advertising platform you use.

5. What We Process When We Answer a Call for a Client

When our service answers a call, it collects:

• the caller’s phone number and caller ID, and the time and length of the call;
• a recording of the call;
• a written transcript and a summary of it, including details the caller gives, such as their name, address and the job they need done;
• notes on what the caller needs, against the questions our client has set;
• safety and vulnerability details, only when the client’s questions ask for them or the caller gives them: for example, that an infant, an elderly person or someone medically fragile is in the home, or that the heat or water is out. They are used only to help the client decide how quickly to respond, and never for marketing.

Calls are answered by an automated system, and every call we answer is recorded. Callers are told at the start of the call that the call is recorded. If you do not want to be recorded, you can hang up and contact the business another way.

Canadian criminal law allows a party to a call to record it. Privacy law still requires that callers be told, which is why every call we answer opens with that notice.

We use call information to provide our service to that client: to answer the call, create the record, deliver it to the client, and, where the client has set it up, send the follow-up messages the client has asked for. With personal identifiers removed, we also use it to improve the AI that answers calls, as set out in section 7.

6. How Records Reach Our Clients

We deliver each call record to our client. Where the client’s CRM and plan support a direct connection that the client has approved, records are delivered through it. Otherwise we deliver them by secure transfer, or enter them into the client’s system for them.

7. How We Use Information

We use personal information to:

• answer calls and deliver call records for our clients;
• book, confirm and remind you about calls you schedule with us;
• respond to your messages and applications;
• bill and support our clients;
• keep our service and website secure, and fix errors;
• meet our legal obligations;
• improve and train the AI that answers calls, using call recordings and transcripts with names, phone numbers, addresses and other personal identifiers removed. A client can ask us in writing to leave its calls out. We never use a caller’s voice, name or recording in our marketing.

8. What We Do Not Do

• We do not sell personal information.
• We do not use our clients’ call recordings or transcripts to advertise to anyone.
• We do not use our clients’ call recordings or transcripts to train artificial intelligence models for anyone else.

9. Who We Share It With

We use carefully chosen service providers to run our service, in these categories:

• cloud hosting, database and storage providers;
• a telephony carrier that routes and connects calls;
• speech-recognition and AI language providers that answer, transcribe and summarize calls;
• workflow automation tools that move a record from one step to the next;
• a scheduling and customer-management platform for bookings, forms and messages;
• text-message carriers and email delivery providers;
• a payment processor for client billing;
• a cookieless website analytics provider.

Each provider receives only what it needs to do its job and processes it to provide its service to us. A current list of our service providers is available to clients under confidentiality, and to any individual who makes an access request under section 14.

We also share information with our client when it came from a call to that client, when the law requires it, or with a buyer of our business under a confidentiality agreement.

10. Where Information Is Processed

We are based in Canada. Some of our service providers process information in the United States. While it is outside Canada, information is subject to the laws of that country and may be accessed by its courts, law enforcement and national security authorities.

11. Text Messaging

If you give us a mobile number and tick a consent box on one of our forms, we may send you text messages. Messages about a call you booked with us cover confirmations, reminders and scheduling changes. Commercial messages about our services are sent only where you gave separate express consent, and that consent is not a condition of purchase. Message frequency varies. Message and data rates may apply. Reply STOP to any message to opt out, or HELP for assistance.

No mobile information will be shared with third parties or affiliates for marketing or promotional purposes. Information sharing to subcontractors in support services, such as customer service, is permitted. All other use case categories exclude text messaging originator opt-in data and consent; this information will not be shared with any third parties.

12. Email

Every commercial email we send identifies us, gives our mailing address, and carries an unsubscribe link we honour within 10 business days.

13. How Long We Keep It

• Call recordings, transcripts and call records: for 24 months after the client’s service with us ends, after which we make them anonymous, unless the law requires us to keep them longer. A client can ask us to make its records anonymous sooner.
• Booking and form submissions: for as long as we need them to respond to you and manage our relationship, and deleted when you ask us to.
• Job applications: up to 12 months after the role is filled, unless you ask us to delete yours sooner.
• Client billing records: six years, as Canadian tax law requires.
• Text and email consent and opt-out records: for as long as we rely on the consent, and afterwards for as long as the law requires us to be able to prove it.
• Records of a client’s acceptance of our terms (the version, the time, the internet address and browser it came from): for as long as the agreement, and any claim under it, can run.

When a period ends, we delete the information or make it anonymous.

14. Your Rights

You can ask us to show you the personal information we hold about you, to correct it, or to tell you who we have shared it with. You can withdraw consent to messages or other optional uses at any time; withdrawing may limit what we can do for you. We answer within 30 days. Write to privacy@leadshiftautomation.com.

If a request is about a call you made to one of our clients, we will pass it to that client and help them answer it.

If you are not satisfied with our answer, you can complain to the Office of the Privacy Commissioner of Canada at priv.gc.ca. If you live in Quebec, you may also contact the Commission d’accès à l’information du Québec. If you live in a US state with a privacy law that gives you further rights and that law applies to us, we will honour those rights.

15. Job Applicants

When you apply, we use your application only to consider you for a role, and only the people hiring for that role see it. We do not make hiring decisions by automated means. You can ask us to delete your application at any time.

16. Security

We protect personal information with encryption in transit, access limited to the people who need it, and service providers that maintain their own security programs. No system is perfectly secure. If a breach creates a real risk of significant harm to you, we will tell you and the Privacy Commissioner of Canada as the law requires, and we keep a record of every breach.

17. Children

Our website and our service are for businesses. We do not knowingly collect information from children under 13 through our website.

18. Changes to This Policy

When we change this policy we update the date at the top. We tell active clients about material changes by email at least 30 days before they take effect.

19. Contact

For privacy inquiries, data access requests, or to exercise your rights, contact our Privacy Officer: privacy@leadshiftautomation.com

Lead Shift Automation Inc.
111 2nd Ave, Saskatoon, Saskatchewan, Canada