Privacy Policy

How Multiply collects, uses, shares and protects personal information, and how you can exercise your rights.

1. Who we are and what this policy covers

Multiply (“Multiply”, “we”, “us”) is a Montréal-based company that provides lead follow-up, call center and outreach services to businesses. Our address is 6945 Rue Saint-Jacques, Montréal, QC H4B 1V3.

We handle personal information in two different roles:

• For our own purposes, for example when you visit our website, fill out a form, apply for a job or do business with us. Multiply is responsible for this information and this policy applies to it.
• On behalf of our clients, when we call, text or email people for a business that hired us. In that case the client business is responsible for the information. We use it only to provide the service they asked for, under a written agreement, and the client’s own privacy policy also applies. If you have a question about information we handle for one of our clients, you can contact us and we will forward your request to that business.

We comply with Québec’s Act respecting the protection of personal information in the private sector (as amended by Law 25), the federal Personal Information Protection and Electronic Documents Act (PIPEDA), Canada’s Anti-Spam Legislation (CASL) and, when we contact people in the United States, the Telephone Consumer Protection Act (TCPA).

2. Information we collect

• Website forms: name, work email, phone number, company, industry, lead volume and any message you write.
• Job applications: name, email and the résumé you upload.
• Newsletter: your email address and your consent.
• Communications: records of calls, texts and emails with us, including consent and opt-out records. Calls may be recorded for quality and training purposes; we tell you when they are.
• Technical information: IP address, browser and device type, and pages visited, collected through cookies and similar technologies (see section 8).
• For our clients: the contact details and information a client provides about its leads or customers, and the answers people give us during calls.

We collect only what we need for the purposes below.

3. How we use it

• To respond to your requests and provide our services
• To schedule meetings and send service-related communications
• To review job applications
• To send our newsletter or marketing messages, only if you agreed to receive them
• To train our agents and monitor quality
• To keep our systems secure and improve our website
• To comply with our legal obligations

We do not use personal information for any other purpose without your consent, unless the law allows it.

4. Consent

We ask for your consent when we collect your information, except where the law allows otherwise. You can withdraw your consent at any time, for example by unsubscribing from our emails, replying STOP to a text message or contacting our Privacy Officer. Withdrawing consent may mean we can no longer provide a service you asked for.

5. Who we share it with

We do not sell personal information. We share it only:

• with service providers that help us run our business, such as hosting, phone and texting platforms, CRM and email tools. They are bound by written agreements that limit how they can use the information and require them to protect it;
• with the client business on whose behalf we contacted you;
• when required by law or to protect our rights.

Phone numbers and text-message consent are never shared with third parties or affiliates for their own marketing.

6. Information stored outside Québec

Some of our service providers may store or process information outside Québec, including elsewhere in Canada or in the United States. Details about our providers and where they store data are available on request. Before information is communicated outside Québec, we assess whether it will be adequately protected, as Law 25 requires.

7. How long we keep it

We keep personal information only as long as needed for the purposes for which it was collected, or longer if the law requires it. For information we handle on behalf of clients, retention periods are set in each client agreement. Our retention schedule is available on request. After that, it is securely destroyed or anonymized.

8. Cookies and tracking

Our website uses cookies that are necessary for it to work. With your consent, we also use analytics and advertising tools, such as Google Analytics and the LinkedIn Insight Tag, to understand how the site is used and measure our campaigns. These tools are off until you accept them, and you can change your choice at any time through the cookie settings link at the bottom of each page.

9. How we protect it

We use administrative, technical and physical safeguards suited to the sensitivity of the information, including access controls, encryption in transit and at rest, confidentiality agreements and training for our team. Our agents work only with the information they need for each call.

10. Your rights

Subject to the law, you have the right to:

• ask whether we hold personal information about you and access it;
• ask us to correct information that is inaccurate, incomplete or out of date;
• withdraw your consent;
• ask us to stop disseminating your information or to de-index it, where the law allows;
• receive computerized information you provided in a structured, commonly used technological format.

To make a request, contact our Privacy Officer. We will respond in writing within 30 days. If you are not satisfied with our answer, you can file a complaint with the Commission d’accès à l’information du Québec or, for matters under federal law, the Office of the Privacy Commissioner of Canada.

11. Confidentiality incidents

If a confidentiality incident occurs, we take steps to reduce the risk of harm. If it presents a risk of serious injury, we notify the Commission d’accès à l’information and the people affected. We keep a register of all incidents.

12. How we govern privacy

• Our Privacy Officer is responsible for protecting personal information at Multiply.
• Roles and access are defined for each team member, and our team is trained on privacy and on the rules for calling, texting and emailing.
• We assess privacy impacts before starting new projects that involve personal information and before communicating information outside Québec.
• We apply retention and destruction rules, and handle access requests and complaints using a documented process.
• We keep a register of confidentiality incidents and review our practices regularly.

More detail on our security practices is available to clients and prospects on request.

13. Contact our Privacy Officer

Philippe Lebel, Head of Operations & Privacy Officer
Email: philippel@multiplys.ca
Mail: 6945 Rue Saint-Jacques, Montréal, QC H4B 1V3

14. Changes to this policy

We may update this policy. If we make significant changes, we will post a notice on our website.