Privacy Policy
1. About this policy
This Privacy Policy explains how Platfirm AI Pty Ltd collects, uses, discloses, stores, and protects personal information in connection with Legal Hotline in Canada.
PIPEDA applies to private-sector organisations across Canada that collect, use, or disclose personal information in the course of commercial activity. Canada also has provincial private-sector privacy laws, including in Québec, British Columbia, and Alberta.
2. Information we collect
We may collect:
- name;
- phone number;
- email address;
- province or territory;
- city or postcode;
- area of law;
- matter description;
- urgency;
- court, tribunal, agency, or immigration deadlines you provide;
- call transcripts, summaries, form submissions, SMS, and emails;
- booking preferences;
- payment status and transaction metadata;
- website analytics, IP address, browser, device, cookies, and pages viewed.
You may choose to provide sensitive information. Please only provide information reasonably necessary for your enquiry.
3. Purposes of collection
We collect, use, and disclose personal information to:
- provide legal information through the AI assistant;
- identify jurisdiction and area of law;
- generate summaries and classifications;
- respond to enquiries;
- notify you when Canadian services launch, if requested;
- connect you with a Canadian legal professional if requested and available;
- manage bookings and payments;
- improve quality, safety, and reliability;
- comply with legal obligations;
- detect misuse, fraud, or abuse.
4. Consent
By using Legal Hotline and providing information, you consent to the collection, use, and disclosure described in this policy.
You may withdraw consent, subject to legal or contractual restrictions and reasonable notice.
If you withdraw consent, we may be unable to provide some services.
5. Call transcripts and recordings
Unless we tell you otherwise at the start of a call, we do not retain audio recordings.
We may create transcripts, summaries, classifications, and metadata.
If we record calls in the future, we will tell you that the call is being recorded, explain the purpose, and ask for consent. Canadian privacy guidance for customer call recording requires organisations to inform customers, clearly state the purpose, and ask for consent.
6. AI processing
Your enquiry may be processed by AI systems to generate responses, transcripts, summaries, and operational classifications.
We do not permit AI providers to use your identifiable legal enquiry to train public models unless we tell you and obtain any required consent.
7. Disclosure to legal professionals
If you request a lawyer callback or consultation, we may disclose your contact details, location, area of law, urgency, and matter summary to participating Canadian legal professionals who may be able to assist.
Before a legal professional agrees to act for you, communications with Legal Hotline are not solicitor-client privileged communications.
8. Service providers
We may disclose information to service providers that assist with telecommunications, SMS, email, hosting, databases, AI processing, speech-to-text, text-to-speech, analytics, security, payments, and support.
We use contractual and organisational safeguards for service-provider processing. Under PIPEDA, organisations remain accountable for personal information transferred to third parties for processing and should use contractual or other means to provide comparable protection.
9. Cross-border processing
Platfirm AI Pty Ltd is based in Australia. Personal information may be processed in Australia, Canada, the United States, the United Kingdom, or other countries where our providers operate.
Foreign laws may permit courts, regulators, law enforcement, or government agencies to access information in some circumstances.
10. Marketing and launch messages
If you subscribe to launch updates or service messages, we may send you emails or SMS.
Commercial electronic messages will include required identification information and a simple unsubscribe mechanism. CASL requires consent, identification information, and an unsubscribe mechanism for commercial electronic messages.
11. Retention
We retain personal information only as long as reasonably necessary.
Indicative retention periods:
- launch notification email: until you unsubscribe or the launch campaign ends;
- enquiry transcripts and summaries: up to 24 months unless needed longer;
- booking and payment records: up to 7 years;
- attorney matching records: up to 7 years;
- technical logs: usually up to 12 months;
- de-identified analytics: indefinitely.
12. Safeguards
We use reasonable safeguards designed to protect personal information against loss, theft, unauthorised access, disclosure, copying, use, or modification.
No system is completely secure.
13. Access and correction
You may request access to personal information we hold about you and request correction of inaccurate information.
PIPEDA generally requires organisations to provide access at minimal or no cost within 30 days, subject to exceptions.
14. Québec residents
For Québec residents, the person responsible for the protection of personal information is:
Privacy Officer
Email: privacy@legal-hotline.com
Québec law requires enterprises to publish the title and contact information of the person responsible for personal information protection on their website.
15. Breach records
Where Canadian law requires, we will keep records of security safeguard breaches and notify affected individuals and regulators where required.
PIPEDA requires organisations to keep records of all breaches of security safeguards involving personal information under their control for two years.
16. Complaints
You may complain about our privacy practices by contacting:
Email: privacy@legal-hotline.com
If you are not satisfied, you may contact the Office of the Privacy Commissioner of Canada or the applicable provincial privacy regulator.