Privacy Policy | Innomobile

 

 

We are committed to maintaining the accuracy, confidentiality, and security of your personally identifiable information (“Personal Information”). As part of this commitment, our privacy policy governs our actions as they relate to the collection, use and disclosure of Personal Information. Our privacy policy is based upon the values set by the Canadian Standards Association’s Model Code for the Protection of Personal Information and Canada’s Personal Information Protection and Electronic Documents Act.

 

1. Introduction

We are responsible for maintaining and protecting the Personal Information under our control. We have designated an individual or individuals who is/are responsible for compliance with our privacy policy.

 

2. Identifying Purposes

We collect, use and disclose Personal Information to provide you with the product or service you have requested and to offer you additional products and services we believe you might be interested in. The purposes for which we collect Personal Information will be identified before or at the time we collect the information. In certain circumstances, the purposes for which information is collected may be clear, and consent may be implied, such as where your name, address and payment information is provided as part of the order process.

 

3. Consent

Knowledge and consent are required for the collection, use or disclosure of Personal Information except where required or permitted by law. Providing us with your Personal Information is always your choice. However, your decision not to provide certain information may limit our ability to provide you with our products or services. We will not require you to consent to the collection, use, or disclosure of information as a condition to the supply of a product or service, except as required to be able to supply the product or service.

 

4. Limiting Collection

The Personal Information collected will be limited to those details necessary for the purposes identified by us. With your consent, we may collect Personal Information from you in person, over the telephone or by corresponding with you via mail, facsimile, or the Internet.

 

5. Limiting Use, Disclosure and Retention

Personal Information may only be used or disclosed for the purpose for which it was collected unless you have otherwise consented, or when it is required or permitted by law. Personal Information will only be retained for the period of time required to fulfill the purpose for which we collected it or as may be required by law. In the case of requesting particular services or specific details about services, that we promote, your personal information will be shared with, and only with, the appropriate given 3rd party business partner, who will be delivering and supporting the services in question. Innomobile functions as an intermediary, to connect you with 3rd party business partners who deliver end-services with exceptional quality and competitive prices. 

SMS & Text Messages: We take your privacy seriously and are committed to protecting your personal information. By providing your mobile number on our telecommunications site, you are consenting to our use of your information as outlined in this policy. We will use your mobile number only for the purpose of providing you with the services you have requested, such as sending you SMS text messages about your account or promotions that may be of interest to you. We will not share your mobile number with any third-party companies for marketing purposes or any other purposes without your explicit consent. We will take reasonable steps to ensure the security of your information and protect it from unauthorized access, use, or disclosure. If you have any questions or concerns about our privacy policy or the use of your mobile number, please contact us at 1-855-565-4666. By using our telecommunications site and providing your mobile number, you agree to the terms of this privacy policy. We reserve the right to make changes to this policy at any time, so please check back periodically for updates. You can unsubscribe by texting the word STOP in response.

6. Accuracy

Personal Information will be maintained in as accurate, complete and up-to-date form as is necessary to fulfill the purposes for which it is to be used.

 

7. Safeguarding Customer Information

Personal Information will be protected by security safeguards that are appropriate to the sensitivity level of the information. We take all reasonable precautions to protect your Personal Information from any loss or unauthorized use, access or disclosure.

 

8. Openness

We will make information available to you about our policies and practices with respect to the management of your Personal Information.

 

9. Customer Access

Upon request, you will be informed of the existence, use and disclosure of your Personal Information, and will be given access to it. You may verify the accuracy and completeness of your Personal Information, and may request that it be amended, if appropriate. However, in certain circumstances permitted by law, we will not disclose certain information to you. For example, we may not disclose information relating to you if other individuals are referenced or if there are legal, security or commercial proprietary restrictions.

 

10. Handling Customer Complaints and Suggestions

You may direct any questions or enquiries with respect to our privacy policy or our practices by

contacting: info@innomobile.ca

 

11. Cookies

A cookie is a small computer file or piece of information that may be stored in your computer’s hard drive when you visit our websites. We use cookies to improve our website’s functionality and in some cases, to provide visitors with a customized online experience.

Cookies are widely used and most web browsers are configured initially to accept cookies automatically. You may change your Internet browser settings to prevent your computer from accepting cookies or to notify you when you receive a cookie so that you may decline its acceptance. Please note, however, if you disable cookies, you may not experience optimal performance of our website. 

Live Chat, Messenger and Instagram Direct

Innomobile Canada offers a chat service on this website and on Facebook Messenger and Instagram Direct. The service is provided by an automated virtual assistant that answers questions about our telecommunications services and, if you wish, collects your contact details so an advisor can call you back.

Information we collect

  • What you give us voluntarily: your first or last name, your phone number, your email address (optional), a description of what you need, and your language preference.
  • The conversation content: the messages exchanged during the chat session.
  • A technical identifier: a session number for website chat; on Facebook and Instagram, the conversation identifier provided by Meta (PSID / IGSID). This identifier gives us no access to your password, your friend list, or your account content.

What we never ask for: no credit card number, no social insurance number, no password. The assistant is programmed to refuse such information and to warn you never to send it over chat.

Why we collect it

Only to answer your question, route you to the right service, and let an advisor call you back with an offer. We do not sell or rent this information. We do not use it for targeted advertising.

Your consent

By writing to the assistant and giving it your contact details, you consent to us using them to call you back. You may withdraw that consent at any time (see "Your rights" below). You are never required to provide contact details in order to ask a question.

Automated decisions

The assistant provides information and collects contact details. No decision about you — approval, refusal, pricing — is made automatically. Every offer is confirmed by a human advisor. You may ask to speak to a person at any time at 1 855 565-4666 (Monday to Friday, 9 a.m. to 6 p.m.).

Retention

  • Call recordings, chat transcripts and summaries: kept for as long as the customer's file and the period during which it may be contested require. When those purposes are fulfilled, they are destroyed or anonymized, under the responsibility of our privacy officer.
  • Contact details of a request: kept for as long as needed to handle your request and the resulting commercial relationship, then destroyed according to our retention schedule.

Who has access

Innomobile Canada advisors, and the providers that help us operate the service:

  • Meta Platforms — to transmit messages on Messenger and Instagram (their own policy applies to your Facebook or Instagram account).
  • Our language-model provider — to draft the reply. The conversation content is sent for that sole purpose and is not used to train models.
  • Our email provider — to deliver your call-back request to us.

Transfers outside Quebec: these providers may process the information outside Quebec, including in the United States. We have assessed that risk and send only what is strictly necessary. You may ask us for the details of that assessment.

Your rights

You have the right to obtain a copy of the information we hold about you, to have it corrected, to withdraw your consent, to request its deletion, and to file a complaint. To exercise a right, write to the officer below and indicate which channel you used (website, Messenger or Instagram) and the approximate date of the conversation. We respond within 30 days.

Privacy Officer

Innomobile Canada
Privacy Officer (Responsable de la protection des renseignements personnels)
Phone: 1 855 565-4666
Email: info@innomobile.ca

If our answer does not satisfy you, you may contact the Commission d'accès à l'information du Québec (cai.gouv.qc.ca).

Section updated September 27, 2026.

Telephone call recording

We record incoming and outgoing telephone calls to document the customer’s file, for the training of our advisors and for service quality. These recordings, their transcription and their summary may be processed by automated tools and by providers that help us operate the service, some of which are located outside Quebec.