Privacy Policy

1. Who we are

Omnal is operated by Omnal AI Inc. ("Omnal", "we", "us"), a Canadian corporation based in Edmonton, Alberta. We set up and run AI phone receptionists for plumbing and drain businesses.

We follow Alberta's Personal Information Protection Act (PIPA) and, where it applies, the federal Personal Information Protection and Electronic Documents Act (PIPEDA). If those laws change, we will update this policy.

Our Privacy Officer is responsible for how we handle personal information. You can reach them at info@omnal.ai or by mail at 1447 37B Ave NW, Edmonton, Alberta T6T 0J1, Canada.

2. Who this policy covers

• Website visitors and anyone who fills in a form on our site.
• Plumbers and their staff who try or use our service (our "clients").
• People who call our clients and are answered by an Omnal AI receptionist (we call them "callers").
• People who call our demo line.

When our AI answers a call for a plumbing business, we handle the caller's information on behalf of that business, as their service provider. The plumbing business decides what happens with the job and is responsible for its own customer relationship. We only use caller information to provide the service to that business, as described below.

3. What we collect

From you, when you contact us or sign up

• Your name, business name, phone number, email address and city.
• Your rough number of missed calls a week, and anything else you tell us on a call or by email.
• If you use the cost calculator and ask us to email the result: your email address and the numbers you entered.

From our clients, to build and run their AI receptionist

• Business details: services, service area, hours, call-out fees, emergency rules, on-call phone numbers, calendar access and staff contact details.
• Billing details. Card payments are handled by our payment processor; we do not store full card numbers.

From callers, when our AI answers

• Phone number and call time.
• Name, service address and a description of the problem.
• A recording and written transcript of the call, and a short summary.
• Whether the call was booked, transferred or answered.

We do not ask callers for payment details, health information or government ID numbers, and the AI is set up not to collect them.

From your browser

• Basic technical information recorded automatically when you visit, such as IP address, browser type and pages visited.

4. How we use it

• To answer calls, book jobs, transfer emergencies and send our client a text summary of each call.
• To set up, run, test and improve each client's AI receptionist, including the monthly report and tuning.
• To filter spam and robocalls and to keep the service secure.
• To contact people who ask about our service, set up their AI receptionist, and bill clients.
• To meet our legal, tax and accounting obligations.

We do not sell personal information. We do not use one client's caller information for another client. We do not use caller information to market our own services to callers.

5. Calls answered by our AI

• It says it's an AI. The receptionist tells callers it is an AI assistant for the business, and always says so when asked.
• Recording notice. At the start of each call, callers are told the call is recorded and why: to book their job and pass the details to the plumber. If a caller continues, they agree to that. If they don't want to be recorded, they can ask for a person and the call is routed the way the business has asked us to, or they can hang up and call back during business hours.
• Emergencies. When a caller describes an emergency, the AI transfers them live to the business's on-call plumber. The AI is not an emergency service. If someone is in danger, they should call 911.
• Tuning. We use recordings and transcripts only to improve that client's own receptionist.

6. Text messages and email

We send clients a text summary after each call. Callers may get a text confirming their booking on behalf of the business. These messages confirm a service the person asked for, and they identify the business.

We only send marketing emails or texts to people who have agreed to receive them, as required by Canada's anti-spam law (CASL). Every marketing message tells you who sent it and how to unsubscribe, and we act on unsubscribe requests within 10 business days.

7. Who we share it with

• The plumbing business you called. Caller details go to the business whose line you called, so they can do the job.
• Our service providers. We use trusted companies to run the service, listed below. They may only use the information to provide their service to us, and they must protect it.
• When the law requires it. For example, to respond to a valid court order, or to protect someone's safety in an emergency.
• If our business is sold or merged. The buyer would have to keep protecting the information as this policy describes.

The types of service providers we use:

• Voice AI, speech and language providers that run the receptionist and call recordings
• Phone carriers for phone numbers, call forwarding and text messages
• Cloud hosting and database providers
• Email, scheduling and payment providers

8. Service providers outside Canada

Some of the providers above store or process personal information outside Canada, mainly in the United States. They do this to provide the voice AI, phone, scheduling and related services described in this policy. While information is outside Canada, it is subject to the laws of that country and may be accessed by its courts, law enforcement or national security authorities.

You can ask for written information about our policies and practices for service providers outside Canada, or ask any question about how they collect, use, disclose or store personal information for us. Contact our Privacy Officer at info@omnal.ai.

9. How long we keep it

• Call recordings, transcripts and summaries: while the client's account is active, and deleted within 90 days after it ends. A client can ask us to delete them sooner.
• Enquiries that don't become clients: up to 24 months, then deleted.
• Billing and tax records: as long as Canadian tax law requires, usually six years.
• Website server logs: up to 90 days.

If information was used to make a decision about someone, we keep it long enough for them to ask to see it.

10. How we protect it

• Information is encrypted while it travels between systems.
• Only people who need it for their work can access it, using individual logins.
• Links to call recordings are signed and can't be guessed or reused by others.
• Our providers are chosen for their security practices and are bound by contract to protect the information.

No system is perfectly secure, but we work to protect information in proportion to how sensitive it is.

11. If something goes wrong

If a privacy breach creates a real risk of significant harm to someone, we will report it to the Information and Privacy Commissioner of Alberta and, where PIPEDA applies, to the Privacy Commissioner of Canada. We will also notify affected people as the law requires. If the breach involves a client's caller information, we will tell the client right away so they can meet their own obligations. We keep a record of every breach.

12. Your rights

• See your information. You can ask what personal information we hold about you and how we have used and shared it.
• Correct it. If something is wrong, we will fix it.
• Withdraw consent. You can withdraw consent at any time, subject to legal or contract limits. We will tell you what that means for the service.

Send requests to info@omnal.ai. We may need to confirm your identity first. We aim to respond within 30 days and will tell you if we need more time, as the law allows.

If you were a caller and your request is about a call to a plumbing business, we will help that business respond, since the information is held on its behalf.

13. Cookies

Our website does not use advertising cookies. Some features, like the booking calendar, are provided by third parties who may set their own cookies when you use them. You can block or delete cookies in your browser settings.

14. Children

Our service is for businesses. Our website is not meant for children, and we do not knowingly collect information from them through it.

15. Changes to this policy

We will post any changes on this page and update the date at the top. If a change is significant, we will tell clients by email before it takes effect.

16. Contact and complaints

Questions or concerns: Privacy Officer, Omnal AI Inc., 1447 37B Ave NW, Edmonton, Alberta T6T 0J1, Canada, info@omnal.ai.

If you aren't satisfied with our answer, you can contact:

• The Office of the Information and Privacy Commissioner of Alberta: oipc.ab.ca
• The Office of the Privacy Commissioner of Canada: priv.gc.ca