1. Information we collect
We collect only what we need to provide a phone and messaging service:
- Account information — your name, email address, phone number(s), password or sign-in code, and billing details.
- Service and usage records — because we operate a telephone service, we process call and message metadata such as the numbers dialed, date, time and duration of calls, and message routing information. We do not listen to or record the content of your calls unless you explicitly enable a feature (for example, voicemail or call recording) that requires it.
- Voicemail and recordings — if you use voicemail or call recording, the resulting audio and any transcriptions are stored on your behalf so you can access them.
- Device and technical data — IP address, device type, operating system, app version and diagnostic logs, used to deliver calls reliably and to secure the service.
- Payment information — handled by our third-party payment processor. We receive confirmation and limited details (such as the last four digits of a card) but do not store full card numbers on our systems.
- Support communications — messages you send us through the contact form, help desk or by phone.
2. How we use your information
- To set up your account and connect, route and deliver your calls and messages.
- To provision phone numbers, port numbers you bring to us, and manage your plan and add-ons.
- To bill you and prevent fraud, abuse and toll fraud.
- To provide customer support and respond to your requests.
- To maintain, secure, troubleshoot and improve the service.
- To meet legal, regulatory and lawful-access obligations that apply to telecommunications providers.
- To send you service and account notices, and — only with your consent — marketing messages.
3. Consent and your choices (CASL)
We rely on your consent to collect, use and disclose your personal information for the purposes above, and you may withdraw consent at any time (subject to legal or contractual limits, and recognizing that withdrawing consent may mean we can no longer provide the service). We send commercial electronic messages only in compliance with Canada’s Anti-Spam Legislation (CASL); every marketing email includes an unsubscribe link, and you can opt out without affecting your service.
4. When we share information
We do not sell your personal information. We share it only as needed to run the service:
- Telecommunications partners — to originate and terminate calls and texts, and to port numbers, we must exchange routing information with carriers and interconnect partners.
- Service providers — vendors who process payments, send transactional email, provide cloud hosting, or help us deliver support, acting on our instructions under confidentiality obligations.
- App stores — Apple and Google, when you download or subscribe through their platforms.
- Legal and safety — when required by law, a valid legal demand, or to protect the rights, safety and security of our users, the public or eFone, including responding to lawful requests from authorities and to emergency-service operators when you place a 911 call.
- Business transfers — if eFone is involved in a merger, acquisition or sale of assets, personal information may be transferred as part of that transaction, subject to this policy.
5. Emergency calling (911)
eFone is a Voice over IP (VoIP) service. To handle a 911 call we provide the address you have registered with us to emergency operators. It is important that you keep your registered service address current. Please review our Terms of Service for the important limitations of VoIP 911, including how it differs from traditional landline 911 and its dependence on power and internet connectivity.
6. Where your information is processed
We aim to process and store personal information in Canada where practical. Some of our service providers may process data in other countries, in which case the information may be subject to the laws of those jurisdictions. Where we transfer information outside Canada, we use providers that are bound to protect it with safeguards comparable to those required under PIPEDA.
7. How long we keep it
We keep personal information only as long as needed for the purposes described here or as required by law. Some records — such as call detail records and billing records — must be retained for defined periods to meet telecommunications, tax and regulatory obligations. When information is no longer required, we securely delete or anonymize it.
8. How we protect it
We use technical and organizational safeguards appropriate to the sensitivity of the information, including encryption in transit, access controls, and least-privilege internal access. No method of transmission or storage is perfectly secure, but we work to protect your information and to notify affected users and regulators of any breach that poses a real risk of significant harm, as required by law.
9. Your rights
Under PIPEDA you have the right to:
- Access the personal information we hold about you and ask how it has been used and disclosed.
- Request correction of inaccurate or incomplete information.
- Withdraw consent, subject to legal and contractual limits.
- Make a complaint to us, and to the Office of the Privacy Commissioner of Canada if you are not satisfied with our response.
To exercise any of these rights, contact us using the details below. We may need to verify your identity before acting on a request.
10. Cookies and analytics
Our website uses a small number of cookies and similar technologies needed to make the site work and to understand, in aggregate, how it is used. We honour browser “do not track” and consent choices where applicable and keep non-essential tracking to a minimum.
11. Children
eFone is not directed to children. We do not knowingly collect personal information from children without appropriate consent. If you believe a child has provided us information, contact us and we will delete it.
12. Changes to this policy
We may update this policy from time to time. When we make material changes we will update the “last updated” date above and, where appropriate, notify you in the app or by email. Your continued use of eFone after an update means you accept the revised policy.