Find guidance for your province.
These guides explain the applicable rules and responsibilities to check for your business. They complement Zenvox’s security and privacy information.
What this page covers, and what it does not
Zenvox is built for Quebec, and it is the provincial act on the protection of personal information in the private sector — as amended by what people call Law 25 — that governs what we do with your calls and those of your customers.
We describe here the concrete obligations that bear on a phone answering service, and what the product does to meet them. These are verifiable mechanisms — a disclosure at the start of a call, a named person who answers, an access record, an export and a deletion that work — not a label.
This address also carries one page per province, and one page shared by the three territories — eleven in all — each written from the statute and regulation that actually apply there, not a generic summary. Three provinces have their own general private-sector statute: Quebec, Alberta and British Columbia. Everywhere else in the country, federal law governs an ordinary business, sometimes topped up by a provincial health statute for a clinic or a practice.
Provinces and territories
Read the guide for your business location and its sources.
What Quebec law requires, and what the product does
- Tell the caller the call is recorded: the disclosure is spoken at the start of every call, and it cannot be switched off
- Designate a person responsible for the protection of personal information: they are named and reachable at the address below
- Collect what is necessary and nothing more: the fields collected are those of the trade called, written in your instructions
- Answer access, correction and deletion requests within the prescribed timeframe: they are handled from your workspace or by email
- Frame a transfer outside Quebec: live voice processing happens outside Canada, and the statement appears at the bottom of every page
What you must do on your side
- Your instructions must not ask the receptionist to collect more than is necessary
- A refusal to be contacted again must be respected: it is recorded and applied across every channel, and you cannot override it
- Health, legal and financial information calls for the care your professional body already expects of you
- You remain responsible for what your instructions cause to be said in your name
Outside Quebec
- The product works elsewhere in Canada: language, numbers and time zones are not specific to Quebec
- Privacy obligations differ from one province to another; eleven pages, one per province and one for the three territories, document which one applies to your business
- Three provinces have a general private-sector statute — Quebec, Alberta, British Columbia. Everywhere else, federal law applies, sometimes topped up by a provincial health statute for a clinic
- If your situation is still unclear after reading your province's page, write to us: we will tell you what we know, and what we do not
What we hold to
- The recording disclosure is spoken at the start of every call
- A responsible person is named and their address is published on every page of this site
- The list of our subprocessors and their countries is public and kept current
- Your data exports and deletes, and deletion reaches derived items
What we do not promise
- We write nowhere that we are in good standing with a statute: that is demonstrated by mechanisms, not by a label, and that is the point of this page.
- The privacy impact assessment Law 25 calls for on the voice processing transfer is being drafted.
- Each province and territory page cites the statute and regulation in force at the time it was written; a legislative change can make it outdated before our next review.
- Nothing here is legal advice: for your situation, your adviser or your professional body has the last word.
A legal question, or a request about your data
Write to the person responsible for the protection of personal information. If your question goes beyond what your province’s page covers, we will say so rather than improvise an answer.