Privacy Policy

Last updated: June 24, 2026

1. Introduction

TELAIR.NET LTD. (“TELAIR”, “we”, “us”, or “our”) is committed to protecting the privacy of our customers and the individuals whose personal information we handle in the course of providing our services. This Privacy Policy describes what personal information we collect, why we collect it, how we use and protect it, and the choices and rights available to you.

This Policy is governed by the Personal Information Protection and Electronic Documents Act (PIPEDA) and applicable provincial privacy legislation, including Quebec’s Act respecting the protection of personal information in the private sector (Law 25), Alberta’s Personal Information Protection Act (PIPA), and British Columbia’s Personal Information Protection Act (PIPA).

Terms used but not defined in this Policy have the meanings given to them in our Terms of Service.

2. Information We Collect

We collect personal information that is necessary to provide and support our telecommunications services, including:

Account and billing information — name, business name, billing and service address, email address, telephone numbers, payment information, and account identifiers.
Service and usage information — call detail records (the numbers called, date, time, and duration of calls — not the content of calls), service configuration, and device/registration information.
Voicemail and messaging information — voicemail recordings and related metadata, SMS/MMS records, and, where you enable the relevant features, transcriptions and summaries of voice messages.
Support information — the contents of support tickets, emails, and other correspondence you send us, including any information you choose to include in them.
Emergency service information — the registered service address used for 911/E911 dialing (see our 911 Dialing disclosure).

3. How We Use Personal Information

We use personal information for the following purposes:

To provide, provision, maintain, and bill for our services;
To respond to and resolve support requests, including through AI-assisted support triage and drafting (see Section 4);
To detect, prevent, and investigate fraud, abuse, and security incidents;
To comply with our legal, regulatory, and CRTC obligations; and
To communicate with you about your account, service changes, and (where permitted) service-related offers.

We collect, use, and disclose personal information only for purposes that a reasonable person would consider appropriate in the circumstances, and we limit collection to what is necessary for those purposes.

4. AI-Assisted Support (TARA)

We use artificial intelligence to help us handle customer support more quickly and consistently. Our AI support assistant, TARA (TELAIR AI Responsive Agent), helps triage support tickets, summarize the issue, and draft responses.

Human oversight. TARA assists our team; it does not make decisions about your account on its own. Any material action — including billing changes, number porting, credential resets, and provisioning — is reviewed and carried out by a member of our staff. You can ask to speak with a person at any time.
Where processing happens. Personal information processed by our AI support features is handled on infrastructure located in Canada. We do not transfer the personal information involved in AI-assisted support outside Canada.
Transparency. Where a support reply has been drafted with the assistance of TARA, it is identified as such.

5. Service Providers and Location of Information

We store and process customer personal information on infrastructure located in Canada.

We may engage third-party service providers (for example, for payment processing, message delivery through carrier partners, and infrastructure) to help us deliver our services. Where we do, those providers are permitted to use personal information only as necessary to perform services for us and are subject to appropriate contractual safeguards. If, in the future, any provider that processes personal information is located outside Canada, we will update this Policy to disclose that the information may be processed in another jurisdiction and subject to the laws of that jurisdiction.

Business customers and partners may request information about the categories of service providers that process personal information on their behalf, subject to confidentiality obligations, by contacting our Privacy Officer.

By subscribing to and using our services, you consent to the collection, use, and disclosure of personal information as described in this Policy. Where required by law, we will obtain additional consent before using personal information for a new purpose.

Where our services include call recording or the recording, transcription, or analysis of communications, you are responsible for obtaining all necessary consents from call participants and other affected individuals, as required under PIPEDA and applicable provincial privacy legislation. See our Terms of Service and AI Terms of Service.

You may withdraw your consent at any time, subject to legal or contractual restrictions and reasonable notice, by contacting our Privacy Officer. Withdrawing consent may affect our ability to provide certain services.

7. Disclosure of Personal Information

We do not sell personal information. We may disclose personal information:

To service providers acting on our behalf, as described in Section 5;
As required to deliver a service you have requested (for example, to a carrier partner to route a call or message, or to an emergency call centre when you dial 911);
To comply with applicable law, legal process, or a lawful request from a government or regulatory authority; and
In connection with a sale, merger, or reorganization of our business, subject to appropriate confidentiality protections.

8. Retention

We retain personal information only for as long as necessary to fulfil the purposes described in this Policy, to provide our services, and to meet our legal, regulatory, and tax obligations. When personal information is no longer required, we securely delete or anonymize it.

9. Safeguards

We protect personal information using physical, organizational, and technical safeguards appropriate to its sensitivity, including access controls, encryption in transit where appropriate, and restricting access to personnel who need it. No method of transmission or storage is completely secure, but we work to protect personal information against unauthorized access, use, disclosure, loss, or alteration.

10. Your Rights

Subject to applicable law, you have the right to:

Access the personal information we hold about you and receive information about how it is used and disclosed;
Correct inaccurate or incomplete personal information; and
Withdraw consent, as described in Section 6.

To exercise these rights, contact our Privacy Officer (Section 13). We will respond within the timeframes required by applicable law.

11. Quebec Residents (Law 25)

If you are a resident of Quebec, you have additional rights under Law 25, including the right to be informed when personal information is used to render a decision based exclusively on automated processing, the right to request de-indexing in certain circumstances, and the right to data portability where applicable. Our use of AI to assist support (Section 4) is overseen by our staff and is not used to make decisions about your account based on automated processing alone. Personal information about Quebec residents is processed in Canada and is not transferred outside Canada for these purposes. You may direct any Law 25 request or concern to our Privacy Officer.

12. Changes to This Policy

We may update this Policy from time to time. The “Last updated” date above reflects the most recent revision. Material changes will be reflected here, and your continued use of our services after a change constitutes acceptance of the updated Policy.

13. Contact / Privacy Officer

If you have questions, concerns, or requests regarding this Policy or your personal information, please contact our Privacy Officer:

TELAIR.NET LTD. Attn: Privacy Officer 575-3093 Bathurst St. Toronto, ON, M6A 2A3 Email: compliance@telair.net Phone: +1 (855) 835-2471

If you are not satisfied with our response, you may contact the Office of the Privacy Commissioner of Canada, or, for Quebec residents, the Commission d’accès à l’information du Québec.