1. What does this Privacy Policy Cover
2. What information does IntouchCX collect, and how is it used and shared?
3. What are cookies and how do we use them and other technologies?
4. How does IntouchCX protect personal information?
5. How long does IntouchCX retain my personal information?
6. What are my choices concerning my personal information?
7. What are my choices concerning online advertising?
8. How is this Privacy Policy enforced?
9. What is IntouchCX’s policy on kids’ privacy?
11. Jurisdiction Specific Information
12. Cross-border transfer of personal information
14. Changes to our Privacy Policy
15. Privacy Rights Request Forms
IntouchCX is a full-service provider of customer experience solutions, headquartered in Manitoba, Canada, dedicated to providing efficient on-brand chat, voice, SMS, email solutions, technology, marketing, user interface solutions, back office support and fraud detection services for a variety of clients. This Privacy Policy describes and provides you with information regarding our privacy and data protection practices concerning personal information we receive in connection with the services and products we provide to our clients (the “Client Services”), as well as through our website (the “Site”).
Note: If you are a customer or employee of one of our clients, then this Privacy Policy does not apply to you. Your privacy rights are governed by the applicable laws and regulations as well as that client’s own privacy policy, and you should reach out to the client and/or review its own privacy policy.
By using our Client Services, visiting the Site, or otherwise interacting with us, you are accepting the practices described in this Privacy Policy. We recommend that you review this Privacy Policy periodically, as it may be updated from time-to-time.
In providing the Client Services and the Site, IntouchCX will at all times comply with all applicable laws and regulations including privacy laws, which may include, without limitation, the Personal Information Protection and Electronic Documents Act (Canada), the Personal Information Protection Act (British Columbia), the Personal Information Protection Act (Alberta), Law 25 (Quebec), The Freedom of Information and Protection of Privacy Act (Manitoba), The Personal Health Information Act (Manitoba), the Health Insurance Portability and Accountability Act (HIPAA), the General Data Protection Regulation, and other similar legislation, statutes, regulations and rules in any other jurisdiction as may be applicable.
We explain here what categories of personal information we have collected, where we got it from, the purpose of collection, and with whom we have shared it.
| Category of Personal Information Collected | Source | Purpose for Collection | Categories of Recipients |
| Contact information: such as name, address, and phone number. | Client contacts, including employees and representatives we work with, provide this information when they visit the Site, call us, or otherwise interact with us. | (i) To communicate with and respond to our clients about the work we do for them; and (ii) deliver the Client Services to them and their customers, including validation of identity or to meet legal obligations or for our legitimate interests. | We may share this information with select marketing or other service providers and partners. |
| Browsing information: such as your IP address, MAC address or other device identifier, the kind of browser or computer you use, pages and content that you visit on the Site, what you click on, the state and country from which you access the Site, date and time of your visit, and web pages from which you linked to our Site. | Our Site and your interactions with the Site, including through the use of cookies and other tracking technologies explained further below. | To evaluate usage of the Site and improve performance and Client Services; to deliver meaningful advertising tailored to your interests; and to protect the security and integrity of the Site and our business, such as preventing fraud, hacking, and other criminal activity, or to meet legal obligations or for our legitimate interests. | Our service providers who help us with fraud protection and website analytics and to deliver advertising. |
| Payment information: name, card issuer and card type, credit or debit card number, expiration date, CVV code, and billing address. | From our clients and their payment card issuers. | Authorizing of credit card and other financial transactions for our clients. | Our service providers who process payments for us are prohibited from using personal information for any other purposes and are contractually and legally required to comply with all applicable laws and requirements, which include the Payment Card Industry Data Security standards. |
| Health and safety information: details about your health, contacts, travel and potential exposure to infectious diseases, including medical symptoms. | From you, your contacts, and from client contacts, including employees and representatives we work with to support public health services. | (i) To assist our client in providing public health services to you and (ii) for public health and safety purposes or legal purposes. | Our client and any third parties authorized by our client who assist in the provision of public health services, in all cases subject to strict confidentiality and applicable law. |
| Accident information: details about any accident or injury in our facilities, or health incident. | From you, witnesses, or what is observed about you. | To get you the help you need, deal with the emergency services, insurance and claims or other legal purposes. | Law enforcement and other governmental authorities in accordance with applicable law, and our professional advisors. |
| Suspected crime information: details of your identity, image, name and address, suspected or alleged thefts, fraud, assault or other criminal behavior. | From crime and fraud prevention agencies, from you, witnesses, and the police. | To protect our clients, the public and our business against risks and crime or for legitimate interests. | Law enforcement and other governmental authorities in accordance with applicable law, and our professional advisors. |
| Client Health and safety information: details about your health, contacts, travel and potential exposure to infectious diseases, including medical symptoms. | From you, your contacts, and from client contacts, including, but not limited to, employees and representatives we work with to support public health services. | To assist our clients in providing their services, including any public health services to you, and related health and safety purposes or for legitimate interests. | Our clients and any third parties authorized by law or our clients who assist in the provision of health services, in all cases subject to strict confidentiality and in compliance with applicable law. |
IntouchCX will only use personal information to the extent it is necessary to deliver the Client Services or for our legal or legitimate interest purposes. In all cases, any service providers will be contractually limited in the way they may use personal information maintained by IntouchCX, including requirements that such information be maintained in a confidential and secure manner in compliance with applicable laws and regulations.
In Connection with Business Transfers: In the event that a division, a product or all of IntouchCX is bought, sold or otherwise transferred, or is in the process of a potential transaction, personal information will likely be shared for evaluation purposes and included among the transferred business assets, subject to client contractual requirements and applicable law.
Information from our Clients’ Customers: IntouchCX processes transactions or applications that are supplied and managed by our clients. As a result, although we may access certain personal information of our clients’ customers pursuant to the contractual relationships we have with our clients, we typically do not collect and store personal information in our own systems, with the exception of call recordings and screenshots/recordings. Typically, our clients are responsible for complying with all applicable legal requirements, including specific requirements for notice and consent of the individuals whose information is entered into our systems or portals where required. As noted above, such information is subject to our clients’ privacy policies, and is not covered by this Privacy Policy.
A cookie is a small piece of information that a website, online application, or email may save to your browser or your computer’s hard drive for use in subsequent visits to the website or online application. The “help” portion of the toolbar on most browsers will tell you how to prevent your browser from accepting new cookies, how to have the browser notify you when you receive new cookies, or how to disable cookies altogether. If you reject cookies, you may not be able to participate in certain activities or receive a promotion tailored to you. IntouchCX does not control and does not guarantee the effectiveness of browser-based tools for managing cookies.
Users of IntouchCX Client Services and visitors to the Site should also be aware that technical information may be collected by IntouchCX in relation to such use or as a result of a visit to the Site (“Usage Data”). This Usage Data may include information such as your computer’s Internet Protocol address (e.g., IP address), browser type, browser version, the pages of the Site that you visited, the time and date of the visit, the time spent on those pages, unique device identifiers and other diagnostic data. When an individual accesses the Client Services or the Site with a mobile device, this Usage Data may include information such as the type of mobile device used, the mobile device’s unique ID, the IP address of the mobile device, the mobile operating system, the type of mobile Internet browser used, unique device identifiers and other diagnostic data. IntouchCX uses this technical information for purposes such as diagnosing problems with IntouchCX’s servers, improving the operation and content of IntouchCX’s services and compiling aggregate and statistical information.
In particular, IntouchCX may use Google Analytics to evaluate use of the Site for our internal purposes such as evaluating usages of the Site. To learn how Google Analytics collects and processes data, please visit “How Google uses data when you use our partners’ sites or apps” located at www.google.com/policies/privacy/partners.
IntouchCX may also participate in interest-based or behavioral online advertising. For more information, please see below: What are my choices concerning online advertising?
Correspondingly, IntouchCX may use third-party tracking technology such as “Demandbase Tags” to collect data about visitors to the Site for the purpose of serving IntouchCX advertisements across the Internet. The data collected through Demandbase Tags will be used by and shared with Demandbase Inc. (“Demandbase”). To learn how Demandbase protects data entrusted to it, please visit “Demandbase Security Policy” located at https://www.demandbase.com/security-policy/.
Any and all personal information collected on the Site will be kept strictly confidential and will not be sold, reused, rented, disclosed, or loaned to third parties, except as otherwise described in this Privacy Policy.
Opt-Out Preference Signals: Our Site is set to recognize preference signals through the Global Privacy Control (GPC) and you can use that as a way to limit the collection of information when you visit and interact with our Site and to opt out of the sharing of your personal information for targeted advertising. For more information, visit https://globalprivacycontrol.org/. Note that if you delete cookies or reset your device or computer, you may need to set your preference again to ensure we continue to honor your preferred choice.
IntouchCX has in place reasonable policies, procedures and safeguards in compliance with applicable laws and regulations (including physical, technological and organizational measures) designed to protect the security of personal information under its control. Where applicable, IntouchCX uses industry-standard technology in connection with our Client Services and on the Site to help protect personal information from loss, misuse and unauthorized access, disclosure, alteration and destruction. Personal information received from our clients or others in connection with Client Services is typically stored on servers hosted by our clients or their vendors. With limited exceptions, such as call recordings and screenshots/recordings required by our client contracts that are stored by IntouchCX in compliance with applicable laws and regulations for quality assurance or other legitimate purposes, personal information collected by our clients is not stored on our service provider’s servers.
IntouchCX also ensures that employees have completed privacy training before accessing or using personal information, and IntouchCX updates its training programs periodically to reflect legislation and technological changes or as otherwise directed by our clients.
The protection of personal information is of paramount concern to IntouchCX, and IntouchCX is prepared to take appropriate and timely steps in the event of any incidents involving personal information, in accordance with applicable laws and regulations including privacy laws.
Personal information that we collect, access or process will be retained only as long as necessary for the fulfillment of the purposes for which it was collected, unless otherwise provided for under services contracts with clients or as required or authorized by applicable law. Personal information that is no longer required to fulfill the identified purposes will be destroyed, erased or de-identified.
IntouchCX depends primarily on our clients to notify and provide their customers and employees choices regarding the personal information that they provide. Our clients are therefore responsible for notification of purpose and for obtaining appropriate consent, to the extent required by law, when they collect personal information that is transferred to IntouchCX.
In addition, as part of the Client Services, our clients may use personal information that we have collected on their behalf for their own communication and promotional purposes. Our clients are responsible for ensuring that any commercial emails sent by them to their employees or customers comply with applicable law. If we are instructed by our clients to transmit communications on their behalf, our clients remain responsible for ensuring that recipients have consented to receiving such communications and that the information contained in the communications is accurate and complete.
We do not sell, rent, or share the personal information of our clients’ employees or their customers with third parties for their own marketing purposes.
IntouchCX may, subject to applicable laws, use personal information from our clients and their employees to contact them about our Site and Client Services, including to provide them with information on additional products from IntouchCX that may be of interest to them. Client contacts may exercise choices regarding these communications as follows:
Mail Marketing, Telephone Marketing, Surveys and Quality Control Communications. You may decide that you prefer IntouchCX not to use your personal information to promote new and/or additional products and/or services that may be of interest to you and refuse to contact you by mail or telephone for marketing purposes or by email or telephone for quality control purposes. If this is the case, you may advise us by contacting customer service or contacting us using the information detailed in the Contacting Us section below.
Emails/Commercial Electronic Communications. You can always limit the communications that IntouchCX sends to you. To opt out of commercial emails, simply click the link labeled “unsubscribe” or “opt-out” at the bottom of any commercial electronic communication we send you. Please note that even if you opt out of promotional communications, we may still need to contact you with important information about your account.
We may use third-party advertising companies that use tracking technologies to serve our advertisements across the Internet. These companies may collect information about your visits to the Site and other websites and your interaction with our advertising and other communications. These advertising companies serve ads on behalf of us and others on non-affiliated sites, and some of those ads may be personalized, meaning that they are intended to be relevant to you based on information collected about your visits to the Site and elsewhere over time. Other companies may also use such technology to advertise on our Site.
You have the choice to tell us not to collect and use this information, and in some jurisdictions, we will only engage in interest-based advertising if you opt in. For more information, please see Your Privacy Rights, below. If you would like more information about this practice and to know your choices concerning interest-based ads, visit: http://www.networkadvertising.org/choices/www.aboutads.info/choices In Canada, please visit http://youradchoices.ca/choices/
In the EEA and UK, please visit http://www.youronlinechoices.eu/
In India, please visit https://www.adchoices.asia/
You can adjust your cookie settings through “Configure Settings” link available on the “We Use Cookies” disclosure banner on our website or above using the Reset Cookie Consent [ML4] button under “What are cookies and how do we use them and other technologies?”
Our Site is also set to recognize preference signals from the Global Privacy Control (GPC). For more information, visit https://globalprivacycontrol.org/.
IntouchCX has put in place mechanisms to monitor and verify our ongoing adherence to this Privacy Policy. We encourage individuals covered by this Privacy Policy to raise any concerns that they have about the way that we process their personal information by contacting IntouchCX as described below. We take your questions and concerns seriously and will do our best to resolve them.
IntouchCX and our Site are not directed toward children and we do not knowingly solicit or collect personal information online from children under the age of 18 without prior verifiable parental consent. If IntouchCX learns that a child has submitted personal information online without parental consent, we will take all reasonable measures to delete such information from our databases and to not use such information for any purpose (except where necessary to protect the safety of the child or others as required or allowed by law). If you become aware of any personal information we have collected from children, please contact us using the information detailed in the Contacting Us section below.
Please note: Our clients are responsible for managing any request made by their own employees or customers regarding access to and rectification of their personal information that is transferred to us. However, if you have questions about your rights, please feel free to contact us using the contact information detailed in the Contacting Us section below. If you are a customer of one of our clients, you should contact them concerning your Privacy rights.
If you are a resident of certain jurisdictions such as the EEA, Guatemala, Honduras, India, United Kingdom, Quebec, and United States (incl. California, Connecticut, Colorado, Delaware, Iowa, Maryland, Minnesota, Montana, Nebraska, New Hampshire, New Jersey, Oregon, Utah, Tennessee, Texas, and Virginia), the law in those jurisdictions may provide you with certain rights (subject to conditions) with respect to your personal information, including:
To submit a request, you can use our Privacy Rights Request Form. You can also make a request by calling us at 1-800-530-1121 or emailing us at privacy@intouchcx.com. You also may designate or nominate an authorized agent to make a request on your behalf.
When you exercise these rights and submit a request to us, we may verify your identity by asking you for information such as your email address, telephone number, postal address on file, or Customer Account ID. We also may use a third-party verification provider to verify your identity.
Your exercise of these rights will have no adverse effect on the price and quality of our goods or services.
EEA/UK Notice Regarding Automated Processing:
We do not make any decisions based solely on automated processing (including profiling) of your personal information that has legal effects concerning you or that significantly affects you.
Colombia Supplemental Privacy Policy:
If your personal information is subject to Colombian laws, the following clarifications shall apply.
This Supplemental Privacy Policy applies solely to all visitors, users, and others located in Colombia (“Colombian Data Subjects”) and is presented in compliance with the Colombian Data Protection Regime (the “CDPR”). Any terms defined in the CDPR have the same meaning when used in this Supplemental Policy. References to “you” and “yours” in this Supplemental Policy are directed to Colombian Data Subjects only.
When we refer to “IntouchCX” or “we” in this Supplemental Policy, we refer to the IntouchCX entity(ies) responsible for your personal data and acting as “data controller” with respect to Colombian Data Subjects.
Consent for the processing of Personal Data as our legal basis:
From the entry into force of this Policy, at the time of the collection of personal information, IntouchCX will comply with its legal obligations to request prior and informed consent from you, informing about the specific purposes of the processing for which such consent is obtained, unless one of the exceptions contained in Article 10 of Law 1581 of 2012 is applicable for the purposes of the processing.
Please note that in some circumstances, we may not be able to do business with you without processing some of your Personal Information (such as your contact information). For example, when you contact customer service representatives, we may ask you to provide information to authenticate your identity and assist you with your request. If you cannot provide this information, we may not be able to process your request.
Data Subject’s Rights:
Under CDPR, you have the following rights with respect to some or all of your Personal Data:
How to Exercise Your Rights:
Colombian Data Subjects should feel free to contact us at any time using the information provided in this Privacy Policy, with questions about our privacy practices or to act on any of the above rights. Contact information for our global headquarters is set out in the “Your Privacy Rights” section of this Privacy Policy.
We will respond to your requests and claims in accordance with the requirements of Colombian law. However, to help protect against fraudulent requests, we may ask you for additional information to confirm that the person making the request is you or is authorized to act on your behalf before handling your request.
Procedure to make inquiries (request proof of consent, know the data that has been collected and the processing that has been applied to it).
You may file inquiries about the personal data that is held in our databases, in accordance with the following rules:
When it is not possible to address the inquiry within this term, we will inform you, expressing the reasons for the delay, and indicate to you the date on which the inquiry will be addressed, which in no case may exceed five (5) business days following the expiration of the first term.
Procedure for filing claims for updating, correction, deletion, or revocation of the consent:
If you believe that your personal data, contained in IntouchCX’s databases, should be updated, corrected, or deleted, or if you believe that IntouchCX has violated any of its duties as a data controller, you may file a claim according to the following rules:
Data Transfers and Transmissions:
As a general rule, we will only transfer and/or transmit your data to third parties if we have your prior, express and informed consent. Likewise, we have all the legal requirements to transfer and/or transmit your information securely. Finally, it is worth mentioning that your data will only be transferred or transmitted to those countries that have an adequate level of data protection and in accordance with the provisions of Article 3.2. of Title V of the Sole Circular of the Superintendency of Industry and Commerce.
In some cases, personal information that we process, including information from our clients and their employees and/or customers located in various countries, including Canada, Egypt, the United Kingdom, the EU and Switzerland or relative to queries or visitors to the Site may be transferred to the United States or other countries that may not have data privacy laws that provide the same protection as the countries where you reside. You understand that your personal information may therefore be transferred, processed and stored outside of your country of residence, and therefore may be available to government authorities under lawful orders and laws applicable in such foreign jurisdictions. We will enter into data transfer agreements and/or obtain the needed licenses or approvals to the extent required by our clients or if required under applicable laws (e.g., EU Standard Contractual Clauses; UK International Data Transfer Agreement) to allow for transfer of personal information.
For greater certainty, the foregoing is not applicable where IntouchCX has agreed with a particular client that personal information may only be processed and stored in a particular jurisdiction. In such circumstances, IntouchCX takes reasonable steps to ensure that personal information is not transferred, processed or stored outside of the jurisdiction(s) as may be agreed with the applicable client.
We are transparent about the ways in which we collect and use personal information and welcome your questions and concerns. If you have any concern or complaint about the way we handle your personal information, please contact us as described below. To the extent you believe we have not addressed your concerns or otherwise choose to do so, you have the right to lodge a complaint with a supervisory authority in the country where you reside and/or in Canada. For information on how you can file a privacy complaint with the Office of the Privacy Commission of Canada (OPC), please visit: https://www.priv.gc.ca/en/report-a-concern/file-a-formal-privacy-complaint/.
IntouchCX will review and update its Privacy Policy as required to keep current with rules and regulations, new technologies and security standards. We will post those changes on the Site and/or update the Privacy Policy modification date below. In certain cases and if the changes are material, we will provide written notice to clients directly by email or otherwise.
Click here to fill out our Privacy Rights Request Form.
If there are any questions regarding this Privacy Policy or to request a copy of this Privacy Policy in another format, you may contact the IntouchCX Privacy Officer using the information below.
Privacy Officer
Winnipeg Office
200-240 Kennedy Street
Winnipeg, Manitoba R3C 1T1
privacy@intouchcx.com
1-800-530-1121
This policy was created on and is effective as of July 29, 2026.
This Privacy Policy is available in Arabic, English, French, and Spanish. Please note that the different language versions of our Privacy Policy have equal legal value.
