Privacy Policy

ACVoIP, a division of Valstar Consulting ("ACVoIP", "we", "us", or "our"), is committed to protecting your privacy and personal information. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you use our Voice over Internet Protocol (VoIP) services and related telecommunications services (collectively, the "Services").

This Privacy Policy is incorporated into and forms part of our Terms and Conditions of Service. By using our Services, you consent to the collection, use, and disclosure of your information as described in this Privacy Policy.

We comply with the Personal Information Protection and Electronic Documents Act (PIPEDA) and applicable provincial privacy legislation. If you have questions or concerns about our privacy practices, please contact us using the information provided in Section 11.

1. Information We Collect

We collect information necessary to provide, maintain, and improve our Services. The types of information we collect include:

1.1 Personal Information

• Contact Information: Name, email address, telephone number, billing address, and service address
• Account Information: Username, password (stored in encrypted form), account preferences, and service selections
• Payment Information: Credit card details, bank account information, and billing history (processed through secure third-party payment processors)
• Business Information: Company name, business type, and number of users (for business accounts)

1.2 Technical Information

• Device Information: IP address, device type, operating system, browser type, and unique device identifiers
• Usage Data: Call logs (including call duration, timestamps, and destination numbers), service usage patterns, and feature utilization
• Network Information: Internet service provider, connection type, and network performance metrics
• Cookies and Tracking Technologies: Information collected through cookies, web beacons, and similar technologies (see Section 7)

1.3 Call Detail Records (CDRs)

We maintain detailed call records for billing, service quality monitoring, fraud prevention, and regulatory compliance purposes. CDRs include call origination and termination numbers, call duration, timestamps, and call quality metrics.

2. How We Use Your Information

We use the information we collect for the following purposes:

• Service Delivery: To provide, operate, and maintain our Services, including call routing, voicemail, fax services, and account management
• Billing and Payment Processing: To process payments, generate invoices, and manage accounts receivable
• Customer Support: To respond to inquiries, troubleshoot issues, and provide technical assistance
• Service Improvement: To analyze usage patterns, optimize network performance, and develop new features and services
• Security and Fraud Prevention: To detect, prevent, and address fraud, abuse, and security threats
• Legal Compliance: To comply with applicable laws, regulations, legal processes, and governmental requests, including lawful intercept requirements under the Criminal Code of Canada
• Communications: To send service-related notices, updates, security alerts, and administrative messages (you may opt out of promotional communications at any time)
• Emergency Services: To provide Enhanced 911 (E911) service and transmit your registered address to emergency responders

3. Information Sharing and Disclosure

We do not sell, rent, or trade your personal information to third parties. We may share your information in the following limited circumstances:

3.1 Service Providers

We engage trusted third-party service providers to perform functions on our behalf, including payment processing, data hosting, customer support, and analytics. These providers are contractually obligated to use your information only as directed by ACVoIP and in compliance with applicable privacy laws.

3.2 Telecommunications Carriers

To complete calls and provide Services, we must share certain information (such as calling and called numbers) with telecommunications carriers and interconnection partners. This sharing is necessary for the technical operation of VoIP services.

3.3 Legal Requirements

We may disclose your information if required to do so by law or in response to valid legal process, including court orders, subpoenas, or lawful intercept warrants issued under the Criminal Code of Canada or other applicable legislation.

3.4 Business Transfers

In connection with a merger, acquisition, sale of assets, or bankruptcy, your information may be transferred to a successor entity. We will notify you of any such change and any choices you may have regarding your information.

3.5 With Your Consent

We may share your information with third parties when you provide explicit consent or direct us to do so.

4. Data Security

We implement industry-standard administrative, technical, and physical security measures to protect your information from unauthorized access, disclosure, alteration, and destruction. These measures include:

• Encryption of data in transit using TLS/SSL protocols
• Encryption of sensitive data at rest
• Secure data centers with physical access controls
• Regular security audits and vulnerability assessments
• Employee training on privacy and security best practices
• Access controls limiting employee access to personal information on a need-to-know basis

While we strive to protect your information, no method of transmission over the Internet or electronic storage is 100% secure. We cannot guarantee absolute security of your information.

5. Data Retention

We retain your personal information for as long as necessary to fulfill the purposes outlined in this Privacy Policy, unless a longer retention period is required or permitted by law. Specific retention periods include:

• Account Information: Retained for the duration of your account plus seven (7) years after account closure for tax and legal compliance
• Call Detail Records: Retained for twenty-four (24) months for billing disputes and service quality analysis, then anonymized or deleted
• Payment Information: Retained for seven (7) years after account closure as required by tax legislation
• Support Communications: Retained for thirty-six (36) months after resolution

Upon account termination, we will delete or anonymize your personal information within thirty (30) days, except where retention is required by law or for legitimate business purposes (e.g., fraud prevention, dispute resolution).

6. Your Rights and Choices

Under PIPEDA and applicable privacy laws, you have the following rights regarding your personal information:

6.1 Access

You have the right to request access to the personal information we hold about you. We will provide this information within thirty (30) days of receiving your written request, subject to limited exceptions permitted by law.

6.2 Correction

You have the right to request correction of inaccurate or incomplete personal information. You may update certain information directly through your online account or by contacting customer support.

6.3 Deletion

You may request deletion of your personal information, subject to legal and contractual restrictions. Note that certain information must be retained for legal compliance (e.g., tax records, call detail records for regulatory purposes).

6.4 Withdrawal of Consent

You may withdraw consent for certain uses of your information (e.g., marketing communications) at any time. However, withdrawal of consent may limit our ability to provide Services.

6.5 Complaints

If you have concerns about our privacy practices, you may file a complaint with the Office of the Privacy Commissioner of Canada (www.priv.gc.ca) or the applicable provincial privacy commissioner.

To exercise any of these rights, please contact our Privacy Officer using the information in Section 11. We may require verification of your identity before processing your request.

7. Cookies and Tracking Technologies

We use cookies and similar tracking technologies to enhance your experience, analyze usage patterns, and deliver personalized content. Types of cookies we use include:

• Essential Cookies: Required for basic website functionality (e.g., authentication, security)
• Analytics Cookies: Help us understand how visitors interact with our website (e.g., Google Analytics)
• Functionality Cookies: Remember your preferences and settings

You can control cookies through your browser settings. However, disabling cookies may limit your ability to use certain features of our Services.

8. Children's Privacy

Our Services are not directed to individuals under the age of eighteen (18). We do not knowingly collect personal information from children. If you believe we have collected information from a child, please contact us immediately, and we will delete such information.

9. International Data Transfers

ACVoIP is based in Canada. Your information may be processed, stored, or transferred to countries outside Canada, including the United States, where our service providers operate. These countries may have different data protection laws than Canada. By using our Services, you consent to such transfers. We ensure that appropriate safeguards are in place to protect your information when transferred internationally.

10. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices or legal requirements. We will notify you of material changes by:

• Posting the updated policy on our website with a new "Effective Date"
• Sending an email notification to the address on file at least thirty (30) days before the changes take effect
• Displaying a prominent notice in your online account

Your continued use of Services after the effective date constitutes acceptance of the updated Privacy Policy. If you do not agree to the changes, you must discontinue use of the Services.

11. Contact Information

If you have questions, concerns, or requests regarding this Privacy Policy or our privacy practices, please contact our Privacy Officer:

We will respond to your inquiry within thirty (30) days.