This policy explains what personal information is collected when Allie, the AI receptionist of Allema Global inc. ("allema"), answers a call or text message — how long it is kept, who can access it, where it is processed, and how to exercise your rights.
1. Two Distinct Roles
- Information about our clients (subscribed businesses): we are responsible for this. It consists of business contact details, agent configuration, and billing data.
- Information about callers: it is the business you are calling that decides the purpose of the collection. We process this information on its behalf, for the purpose of providing the service. If you are a caller and wish to exercise a right, you may write to us directly (section 6) and we will forward the request.
2. Information Collected
| Category | Examples |
|---|---|
| Call content | Full transcript of the conversation; audio recording. |
| Text messages | Content of SMS exchanges and conversation history. |
| Phone numbers | Caller's number and the number dialed. |
| Contact details left voluntarily | Name, email, message submitted through the form or dictated to Allie. |
| Bookings and payments | Booking reference, email, and phone number associated with a transaction. |
| Voicemail | Recording and transcription of the message left. |
| Technical data | Timestamp, duration, call outcome, quality indicators. |
We do not intentionally collect sensitive information (health, origin, opinions). If a caller volunteers such information during a call, it will appear in the transcript — see the caution in section 4.
3. Call Recording and Transcription
Calls handled by Allie may be recorded and transcribed for the purposes of providing the service, support, and quality improvement.
This notice is published here and on the service's pages. It is not announced during the call: we have chosen not to interrupt the conversation with a pre-recorded message. The subscribed business remains responsible for determining what notice its own callers should receive and by what means, and for enabling or disabling recording on its agent accordingly.
To request deletion of a recording or transcript concerning you, see section 6.
4. Who Can See What
Access is role-restricted. A subscribed business only sees data for its own agents. Phone numbers are shown to it masked (only the last four digits), including within the text of transcripts, text messages, and call summaries.
Known limitation, voluntarily disclosed. Automatic masking covers phone numbers. A name, address, email, or personal detail spoken aloud during a call remains visible in the transcript to the subscribed business — that is, in fact, the point of the service. Reliable masking of these elements would require automated redaction technology that we have not yet deployed.
5. Retention Periods
Deletion is automated, not discretionary.
| Data | Timeline |
|---|---|
| Transcripts, SMS conversations, form contact details, outbound calls | Deleted at 90 days |
| Call sessions, voicemail, booking and payment data | Personal information erased at 90 days, recording deleted at 365 days (the accounting audit trail is kept without the personal information) |
| Operational metrics and technical logs | Deleted at 30 days |
Copies held by our voice and telephony providers are subject to a separate deletion procedure, triggered by an operator, because deletion at a third party is irreversible.
6. Your Rights
Subject to exceptions provided by law, you may request: access to your information, its correction, its deletion, withdrawal of your consent, portability in a structured technological format, and an explanation of a decision made about you in an automated manner.
Write to comptabilite@allema.ca, specifying the phone number or email address concerned and the business you contacted. We respond within 30 days, in accordance with Law 25. We keep a record of the request and how it was handled, without storing additional identifying information.
If you are not satisfied with our response, you may file a complaint with the Commission d'accès à l'information du Québec (cai.gouv.qc.ca).
7. Providers and Processing Outside Québec
Your data does not stay in Québec. Delivering the service relies on providers whose infrastructure is located, in whole or in part, outside Canada, mainly in the United States. It is therefore subject to the laws of those countries.
| Provider | Role |
|---|---|
| ElevenLabs | Synthesized voice, transcription, temporary audio retention |
| Twilio | Telephony, text messaging, voicemail |
| Anthropic | Language understanding, call summaries |
| Language models, calendar when the integration is enabled | |
| Bookeo (if enabled) | Client's booking system |
| Stripe | Subscription payments and billing |
We do not sell or rent personal information, and we do not use it for advertising purposes.
8. Security
Access is role-restricted and siloed per client; operational secrets are encrypted at rest; phone numbers are masked for any non-administrative access. No system is infallible: in the event of a confidentiality incident presenting a risk of serious harm, we notify the affected individuals and the Commission d'accès à l'information in accordance with Law 25.
9. Person Responsible for the Protection of Personal Information
[name and title to be completed]
Email: comptabilite@allema.ca
Mailing address: [postal address to be completed]
10. Amendments
We may amend this policy. The effective date above indicates the current version; any material change affecting our subscribed clients will be communicated to them by email.