Privacy Policy
Last updated: June 15, 2026
Portal Assist is an AI receptionist service operated by Portell Communications Inc. (“Portell,” “Portal Networks,” “we,” “us”), a Canadian business telecom & managed-services provider based in Kitchener, Ontario. This policy explains how we collect, use, disclose, and protect personal information in connection with assist.prtl.ca and the Portal Assist service (the “Service”). We handle personal information in line with Canada’s Personal Information Protection and Electronic Documents Act (PIPEDA).
1. Two roles, and what this means for you
Portal Assist is used in two ways, and our responsibilities differ:
- If you’re our customer (a business that signs up): we collect and use your account information as described here, and we are responsible for it.
- If you’re a caller or contact whose call, text, or booking is handled by a business that uses Portal Assist: we process that information on that business’s behalf as their service provider. That business decides how it uses your information and is responsible for giving you its own privacy notice and obtaining any consents required. If you have a request about that information, contact the business directly, or reach us and we’ll route it to them.
2. Information we collect
| Category | Examples |
|---|---|
| Account & billing | Business name, your name, email, the phone number we provision for you, plan, and payment details (processed by Stripe; we don’t store full card numbers). |
| Call & message content | Call recordings and transcripts, summaries and sentiment, messages, and details a caller provides (name, phone number, reason for contact, appointment requests). |
| Scheduling | When you connect a calendar: an encrypted access token, your availability, meeting types, and bookings. |
| Technical & security | IP address, device/browser info, and event logs we use to operate, secure, and rate-limit the Service. |
| Optional enrichment | If you turn it on (it’s off by default), limited contact-enrichment data from a third-party provider. |
3. How we use information
- To provide the Service: answer calls and texts, take messages, book appointments, send summaries, and let you manage it all.
- To process payments, manage your subscription, and provide support.
- To secure the Service, prevent fraud and abuse, and meet legal and regulatory obligations.
- To improve the Service. We do not sell personal information.
4. Call recording & AI handling
Calls and texts may be recorded, transcribed, and handled by an automated AI assistant. A disclosure is provided at the start of calls. If you use Portal Assist for your business, you are responsible for any additional notice or consent that applies to recording or AI handling in your jurisdiction and industry. AI-generated summaries and responses can contain errors and should not be relied on as professional advice.
5. Who we share information with (sub-processors)
We share information with vetted service providers who process it on our behalf, under contract and only as needed to run the Service:
| Provider | Purpose | Region |
|---|---|---|
| Portal Networks (self-hosted AI) | AI text responses, summaries & outbound-call voice | Canada |
| OpenAI | Real-time voice & transcription for live phone calls | United States |
| Cloudflare | Hosting, storage, and infrastructure | United States |
| Stripe | Payments & subscription billing | United States |
| Mailgun / SMTP2GO | Transactional & notification email | United States |
| Hunter.io | Company information from a business email domain | European Union |
| Clio | CRM contact lookup & logging AI call/text summaries (law firms) | Canada (region-selectable) |
| Wealthbox | CRM contact lookup & logging AI call/text summaries (advisors) | United States |
Call routing and number provisioning run on telecom infrastructure located in Canada; we don’t share your personal information with third-party telephony providers for this.
We may also disclose information where required by law, to protect rights and safety, or as part of a business transaction (e.g., a merger), with appropriate safeguards.
6. International transfers
Your information is processed and stored primarily in the United States. Our database and file storage run on Cloudflare’s North American infrastructure (currently with a U.S. primary location), and several of our sub-processors operate in the United States. Information may therefore be processed in the U.S. and may be subject to lawful access by U.S. authorities. We use contractual and technical safeguards with these providers and are transparent about these transfers. By using the Service, you acknowledge this cross-border processing.
7. Security
We protect personal information with encryption in transit and at rest (including for credentials and calendar tokens), access controls, and monitoring. Our practices are PIPEDA-aligned and our SOC 2 program is underway. No method of transmission or storage is perfectly secure, but we work to protect your information and to notify affected individuals and the Office of the Privacy Commissioner of Canada where a breach poses a real risk of significant harm.
8. Retention
We keep personal information only as long as needed to provide the Service and to meet legal, tax, and security obligations, then delete or de-identify it. Customers can request deletion of their account data, and recordings/transcripts can be purged on request, subject to legal retention requirements.
9. Your privacy rights
Subject to applicable law, you may request to access, correct, or delete your personal information, or withdraw consent. To make a request, email our Legal, Regulatory & Compliance team at lrc@portalnetworks.ca. We may need to verify your identity. If you’re a caller and a business used Portal Assist to handle your contact, please reach that business, or contact us and we’ll help route your request. If you’re not satisfied with our response, you may contact the Office of the Privacy Commissioner of Canada.
10. Marketing messages
Any commercial electronic messages we send comply with Canada’s Anti-Spam Legislation (CASL): we send them with consent, identify ourselves, and include an unsubscribe option.
11. Children
The Service is intended for businesses and is not directed to children under 13. We do not knowingly collect their personal information.
12. Changes to this policy
We may update this policy from time to time. We’ll revise the “Last updated” date above and, where appropriate, provide additional notice.
13. Contact us
Portell Communications Inc. (Portal Assist)
Legal, Regulatory & Compliance
lrc@portalnetworks.ca · +1 844 777 8888
290 King Street East, Kitchener, Ontario, Canada