Privacy Policy

CTRL Assist is a product of CTRL Assist, the entity registered for our text messaging programme. It provides call handling, CRM and messaging software to businesses. Those businesses are our customers; the people they serve are their clients. This policy covers both — what we collect from a business that uses our software, and what we process on that business’s behalf about the people it speaks to.

Where a business uses CTRL Assist to communicate with its own clients, that business decides what is collected and why. We process that information on their instructions.

We do not sell or share your SMS opt-in data or personal information with third parties for marketing purposes. No mobile information collected through our text messaging service is shared with third parties or affiliates for their own marketing or promotional purposes. Numbers are used only to deliver messages relating to the recipient’s own enquiry or matter with the business they contacted.

We share a mobile number with our telecommunications provider solely to transmit a message the recipient has consented to receive. That is delivery, not a sale, and those providers may not use the number for any other purpose.

Message frequency varies by conversation and depends on the enquiry — there is no fixed schedule, and messages are sent in response to activity on a recipient’s matter.

Message and data rates may apply. Charges depend on the recipient’s mobile plan and carrier.

A recipient may reply STOP at any time to stop receiving messages. Opt-outs take effect immediately and are recorded against that number, so no further messages are sent by that business unless the recipient texts START to opt back in. Replying HELP returns contact details for assistance. Consent is never a condition of receiving a service.

From our customers: the name, email address, phone number and billing details of the people who set up and administer an account, plus records of how the software is used.

On behalf of our customers: contact details for the people they communicate with, records of calls including recordings and transcripts where the business has enabled them, text message content, notes, documents and payment status relating to a matter.

We do not seek to collect special categories of personal data. Where such information appears — for example in what somebody says on a call — it is held under the same protections as the rest of the record.

To provide the service: answering and routing calls, transcribing them, keeping a contact history, sending messages a recipient has consented to receive, and producing the documents and payment records a business asks for.

To keep the service working and secure: diagnosing faults, preventing abuse, and maintaining an audit record of administrative actions.

To meet legal obligations, including responding to lawful requests and retaining records where the law requires it.

We do not use the content of a customer’s calls, messages or CRM records to advertise to anyone.

We use service providers to run the platform — hosting, telecommunications, speech processing, payment processing and email delivery. They may process personal information only to provide their part of the service, under contract, and may not use it for their own purposes.

We may disclose information where required by law, to protect someone’s safety, or as part of a corporate transaction, in which case the receiving party is bound by this policy.

We do not sell personal information. As stated above, mobile numbers are never shared for third-party marketing.

Account information is kept while the account is open and for a period afterwards to meet legal and accounting obligations. Call recordings, transcripts and message history are kept for the retention period the business configures; where that business sets no period, records are kept until the account closes or the record is deleted.

A record of an opt-out is kept indefinitely. Keeping it is what stops the number from being contacted again.

Depending on where you live, you may have the right to access, correct, delete or export your personal information, to object to certain processing, or to withdraw consent.

If a business used CTRL Assist to contact you, that business controls the record. We will pass your request to them and support them in answering it. Contact us at hello@ctrlassist.com and we will route it appropriately.

Information is encrypted in transit and at rest. Access is restricted to the people who need it, controlled by per-organization permissions, and administrative actions are recorded in a tamper-evident audit log.

No system is perfectly secure. If a breach affects your information we will notify you and the relevant regulator as the law requires.

The service is for business use and is not directed at children. We do not knowingly collect information from anyone under 16. If you believe we have, contact us and we will delete it.

We will post any changes on this page and update the date at the top. Material changes affecting how we use personal information will be notified to account administrators directly.

Questions about this policy or about information we hold: hello@ctrlassist.com.

CTRL Assist, Toronto, Ontario, Canada