Legal
Privacy Policy
Last updated: June 19, 2026
Who we are
Conciera is a Canadian software service that provides AI-powered inbound call handling for healthcare practices. We are operated from Canada and our services are designed for Canadian healthcare providers. Our contact address for privacy matters is privacy@conciera.ca.
What information we collect
From practice owners and staff (our customers): Name, work email, phone number, practice name, and billing information. This information is provided during signup, demo booking, or account setup.
From inbound callers (your patients): Call audio, transcripts, caller-stated name and callback number (when voluntarily provided), and call metadata including timestamp and duration. We collect this on your behalf as a data processor.
From the website: Standard web server logs including IP address, browser type, and pages visited. We do not use third-party advertising trackers.
How we use it
- To provide the call handling service you have engaged us for
- To send you service communications, updates, and support responses
- To send commercial emails to prospective customers, with CASL-compliant consent and unsubscribe links in every message
- To improve call routing accuracy and service quality
- To comply with our legal obligations
We do not sell, rent, or share personal information with third parties for their marketing purposes.
Call recording and patient data
When call recording is enabled for your line, callers are informed at the start of the call. Conciera does not record calls without prior disclosure to the caller.
As a healthcare practice, you are the data controller for patient call information. Conciera acts as a data processor on your behalf. You remain responsible for ensuring that your use of Conciera complies with applicable provincial health privacy legislation, including PHIPA (Ontario), HIA (Alberta), and equivalent provincial statutes.
Conciera does not access, analyze, or disclose call transcripts or patient-stated information except to provide the service, to respond to your support requests, or as required by law.
Data storage and security
Data is stored on infrastructure hosted in the United States by Supabase (Postgres database) and processed by third-party AI providers including OpenAI and Vapi (voice processing). We have data processing agreements in place with these providers.
We apply encryption in transit (TLS) and at rest. Access to customer data is restricted to authorized personnel and is logged. We will notify you without undue delay if we become aware of a breach affecting your data.
Your rights
Under PIPEDA and applicable provincial law, you have the right to access, correct, and request deletion of personal information we hold about you. You may also withdraw consent for commercial communications at any time using the unsubscribe link in any email we send, or by contacting us directly.
To exercise any of these rights, email privacy@conciera.ca. We will respond within 30 days.
Retention
Call records and transcripts are retained for the duration of your active account and for 90 days following account closure, after which they are deleted. You may request earlier deletion at any time. Account and billing records are retained for 7 years as required by Canadian tax law.
Changes to this policy
We will update this policy as needed and post the revised version here with an updated date. For material changes, we will notify active account holders by email at least 14 days before the change takes effect.
Contact
Questions about this policy or your data: privacy@conciera.ca