Legal

Privacy Policy

Last updated: · Terms of Service · Version française

Before you publish this: this policy is drafted to describe how the product actually works, but it is not legal advice. Have counsel review it, and fill in the bracketed items in Section 12 — the operating legal entity, its address, and the privacy officer's contact details — before the site goes live.

1. Who we are

Frontex AI provides an AI voice receptionist that answers telephone calls on behalf of businesses ("Clients"). This policy explains how we handle personal information in two distinct roles, because the distinction changes your rights and who you should contact:

  • As a controller — for information you give us directly through this website, such as a demo request.
  • As a processor (service provider) — for information we handle on a Client's instructions when their callers phone them. The Client decides why that information is collected and how long it is kept. If you called a business and want your data removed, contact that business; we will support them in acting on your request.

2. Information we collect from this website

When you submit the demo form, we collect:

  • Your name and email address (required, so we can reply).
  • Your phone number and business name, if you choose to give them.
  • Your industry and approximate monthly call volume.
  • Anything you write in the free-text message field.
  • Whether you consented to marketing email, and the time that consent was recorded.
  • Technical context: which section of the page you submitted from, the page address, your browser's user-agent string, and — if you used the ROI calculator — the figures you entered into it.

We do not use advertising cookies or third-party tracking pixels on this website, and we do not sell or share what we measure. The only data stored in your browser is your light/dark theme preference, which never leaves your device. Where we use website analytics, the provider is a cookieless one that records page views in aggregate and does not build a profile of you or follow you to other sites — which is why this site has no cookie banner to click.

3. Information we process on behalf of Clients

When you telephone a business that uses Frontex AI, we process, on that business's instructions:

  • Call audio for the duration of the call.
  • A written transcript of the conversation.
  • Details you provide in order to be served — such as your name, callback number, appointment time, or the reason for your call.
  • A record that a disclosure was given and that you were told you were speaking with an automated assistant.

Callers are told at the start of the call that they are speaking with an AI assistant. Where a Client has enabled recording, the caller is informed before recording begins.

4. Why we process it, and on what legal basis

Website enquiries are processed to respond to you and, where you have ticked the consent box, to send you product news. Under Canada's PIPEDA we rely on your consent, which is implied for replying to the specific request you made and express for marketing email.

Caller information is processed to deliver the service the Client has asked us to provide — answering the phone, booking appointments, taking messages, and escalating urgent calls.

5. Marketing email and CASL

Canada's Anti-Spam Legislation governs commercial electronic messages. We will only send you marketing email if you expressly asked for it by ticking the box on the form. Replying to your enquiry is not marketing and does not depend on that box.

Every marketing message identifies us, gives a postal address, and carries a working unsubscribe link that we action within ten business days. You can also withdraw consent at any time by contacting us at the address in Section 12.

6. Who we share it with

We do not sell personal information, and we do not share it for anyone else's marketing. We use a small number of service providers to run the product, each bound by contract to protect the data and use it only for the service they provide to us:

  • Telephony — to carry calls and send SMS.
  • Real-time voice infrastructure — to move call audio.
  • AI model providers — to understand speech and generate replies.
  • Database and hosting — to store records and serve this site.

We may also disclose information where the law requires it, or to establish or defend a legal claim.

7. Where your information is stored

Our primary database is hosted in Canada (ca-central-1). Some processing — in particular AI model inference and parts of the telephony network — may take place outside Canada, including in the United States. Information held in another country is subject to that country's laws and may be accessible to its courts and public authorities. We use providers that offer contractual protections comparable to those required under Canadian law.

8. How long we keep it

  • Website enquiries — kept while we are in contact with you and for up to 24 months after our last exchange, then deleted.
  • Caller records — kept for the retention period the Client configures. Where a Client sets no period, records are purged after 13 months. Aggregate counts that contain no personal information are kept for reporting.
  • Consent records — kept for as long as we rely on the consent, and afterwards for as long as we may need to prove it was given.

9. How we protect it

  • Encrypted in transit with TLS, and encrypted at rest.
  • Access is restricted by row-level security in the database, so one Client's staff cannot read another Client's records.
  • The public website can submit an enquiry and can read nothing at all — the key it uses has insert-only permission on a single table.
  • Administrative access is limited to named accounts and is logged.

No system is perfectly secure. If a breach creates a real risk of significant harm, we will notify affected individuals and the Office of the Privacy Commissioner of Canada as PIPEDA requires, and will keep a record of the breach.

10. Your rights

You may ask us to:

  • Confirm what personal information we hold about you, and give you a copy.
  • Correct anything inaccurate or incomplete.
  • Delete information we no longer have grounds to keep.
  • Withdraw a consent you previously gave.

We will respond within 30 days. If you are dissatisfied with our answer, you may complain to the Office of the Privacy Commissioner of Canada. Residents of Quebec, British Columbia, Alberta and Ontario may have additional rights under provincial law, and residents of Quebec may contact the Commission d'accès à l'information.

If your information reached us because you called one of our Clients, please direct the request to that business first — they decide what happens to their callers' records.

11. Children

This service is sold to businesses and is not directed at children. We do not knowingly solicit personal information from a child. A caller's age is not something we ask for or infer.

12. Contact us

To exercise a right, ask a question, or make a complaint, contact our privacy officer:

[Legal entity name]
Attn: Privacy Officer
160 Centennial Pkwy North, Hamilton, ON L8E 1H9
privacy@frontexai.com

13. Changes to this policy

We will update this page when our practices change and will revise the "last updated" date above. If a change materially affects how we use information you already gave us, we will tell you directly before it takes effect.