How ML Client Relay handles personal information.

1. Information we may handle

The exact fields are approved in writing by each client business and limited to what is necessary for its inquiry process. Depending on the inquiry, we may handle:

• a customer’s name, telephone number, email address, and preferred contact method;
• service location, service area, and general availability;
• information already submitted through a missed-call notification, voicemail, email, or website form;
• general vehicle, property, project, equipment, or requested-service details;
• preferred availability for an estimate, appointment, consultation, or return call;
• plain-language notes, contact status, urgency flags defined by the client, and questions requiring the client’s response; and
• business contact information and correspondence from prospective or current clients.

We do not request or intentionally collect payment-card information, banking credentials, government identification numbers, account passwords, medical information, detailed insurance information, or other sensitive information that is unnecessary for the assigned inquiry. Please do not send such information to us.

2. How information is obtained

Information may be provided directly by an individual, included in a selected notification routed by a client business, supplied by the client for an authorized follow-up, or included in communications sent directly to ML Client Relay. Routing may use a dedicated notification address, a narrow forwarding rule, or manual forwarding as a fallback.

Client businesses are responsible for ensuring that they have authority to collect and use customer information, to engage ML Client Relay as a service provider, and to provide any customer-facing privacy notice or obtain any consent required for their activities. Before live coverage begins, the client must confirm the permitted purposes, channels, data fields, scripts, access, retention, and escalation process in writing.

3. Why we use information

We use personal information only as reasonably necessary and permitted by the client’s written instructions to:

• let a customer know that their existing request was received or make an approved callback;
• review information the customer has already supplied;
• ask only for approved missing or unclear basic details;
• explain that the client business will review the request, without diagnosing, quoting, confirming an appointment, or promising an outcome;
• send the client business a clear update explaining what happened and what it needs to do next;
• respond to business, privacy, or service-related communications;
• maintain security, prevent misuse, and investigate suspected incidents; or
• meet applicable legal obligations.

Customer information is not used for ML Client Relay’s own marketing, combined across clients to create a lead database, sold, rented, or disclosed to data brokers. We do not use it to promote unrelated services.

4. Disclosure and service providers

Inquiry information and any completed details are returned only to the client business on whose behalf the inquiry was handled, except where another disclosure is authorized or legally required. The client business remains its system of record.

We may use communication, productivity, website-hosting, and security providers, including Google Workspace, where reasonably necessary to operate and protect the service. Providers may process information in Canada or other jurisdictions. Information processed outside Canada may be subject to the laws and lawful-access requirements of the jurisdiction where it is processed. We use available contractual, technical, and organizational safeguards appropriate to each provider’s role.

We may disclose information where required by law or where reasonably necessary to investigate fraud, a security incident, or a threat to safety. We do not give a service provider access to an entire client mailbox, CRM, or customer system when a narrower notification route is sufficient.

5. Transparency, consent, and choices

We rely on the client business to establish the lawful authority for its customer inquiry and our processing on its behalf. When contacting a customer, we identify ourselves as ML Client Relay providing inquiry support for the named client business. We do not present ourselves as the client’s technician, estimator, or direct employee.

An individual may decline to provide optional information, ask that contact stop, or withdraw consent where applicable, subject to legal or contractual restrictions and reasonable notice. This may prevent completion of the follow-up but does not affect the individual’s ability to communicate directly with the client business.

To ask that ML Client Relay stop contacting you, email support@mlclientrelay.com. We will record the request, stop our contact as appropriate, and inform the relevant client business.

6. Retention and deletion

The client business remains the system of record. ML Client Relay keeps working copies only for the period documented in the pilot or service agreement. Unless a shorter period is agreed, working copies are deleted within 30 days after confirmed handoff to the client, except where retention is required by law, needed to investigate an incident, or reasonably necessary to establish, exercise, or defend a legal claim.

Deletion applies to active working copies under our control. Limited residual copies may remain temporarily in provider backups until overwritten through normal backup cycles. Business correspondence, agreements, invoices, consent or authority records, privacy requests, suppression records, and security or breach records may be retained longer where reasonably necessary for administration and legal compliance. PIPEDA breach records are retained for at least 24 months where that requirement applies.

7. Security safeguards

We use safeguards appropriate to the sensitivity and amount of information handled. These include dedicated business accounts, multi-factor authentication, encrypted and screen-locked devices, least-privilege access, client-separated folders or queues, narrow notification routing, approved data fields, and deletion procedures. Customer information should not be placed in subject lines or shared through unsecured channels when a safer practical option is available.

No electronic system is completely secure. We review safeguards as the service, risks, and technology change, and we test a client’s routing process with non-customer data before live coverage begins.

8. Website information

This website does not currently use advertising trackers, behavioural advertising, or an online customer-information form. When someone visits the website, hosting and security providers may automatically process limited technical information—such as an IP address, browser or device information, requested pages, and request times—to deliver and secure the website.

If website analytics, forms, cookies, or additional tracking technologies are introduced, this notice will be updated and any legally required choices or notices will be provided.

9. Access, correction, and deletion requests

An individual may ask whether ML Client Relay holds personal information about them and may request access, correction, or deletion, subject to applicable legal exceptions. We may need to verify the requester’s identity before responding.

Where ML Client Relay handles information only for a client business, the client generally controls the official response. We will promptly refer the request to that business and reasonably assist it. Requests sent directly to ML Client Relay will be acknowledged and handled within the period required by applicable law.

10. Privacy and security incidents

We document suspected loss, unauthorized access, use, or disclosure of personal information and notify the relevant client business without unreasonable delay. We cooperate with the client’s assessment, containment, investigation, recordkeeping, and legally required notices.

The organization responsible under applicable law determines whether a breach creates a real risk of significant harm and whether reports to the Office of the Privacy Commissioner of Canada or notices to affected individuals are required. ML Client Relay will complete any reporting or notification assigned to it by law or by a valid written agreement.

11. Accountability, questions, and complaints

Mark Labog is responsible for privacy matters at ML Client Relay. Questions, access requests, corrections, deletion requests, contact objections, or complaints may be sent to:

We will investigate privacy concerns, document the outcome, and respond within a reasonable period or the period required by applicable law. If a concern is not resolved, an individual may contact the Office of the Privacy Commissioner of Canada.

12. Changes to this notice

This notice may be updated when our services, technology, or legal obligations change. The current version will be posted on this page with a revised effective date. Material changes will be communicated where required by law.