Privacy Policy

Introduction

Canadian Monitoring Services ("CMS Security," "we," "us," or "our") is committed to protecting your privacy and personal information. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you use our security monitoring services, visit our website, or interact with us.

We comply with the Personal Information Protection and Electronic Documents Act (PIPEDA) and British Columbia's Personal Information Protection Act (PIPA). By using our services, you consent to the practices described in this policy.

Information We Collect

Personal Information

We may collect the following personal information:

• Name, address, and contact information (phone number, email)
• Billing and payment information
• Emergency contact information
• Property details and security system configuration
• Passcodes and verification words for alarm response
• Communication records (calls, emails, service requests)

Security Monitoring Data

As part of our monitoring services, we collect:

• Alarm signals and event data from your security system
• System status and diagnostic information
• Video footage (if video monitoring is included in your service)
• Audio recordings during alarm verification calls

Website Information

When you visit our website, we may automatically collect:

• IP address and browser type
• Pages visited and time spent on our website
• Referring website addresses
• Device and operating system information

How We Use Your Information

We use your personal information for the following purposes:

• Service Delivery: To provide 24/7 alarm monitoring, respond to emergencies, and dispatch appropriate authorities
• Account Management: To manage your account, process payments, and communicate about your service
• Customer Support: To respond to inquiries, troubleshoot issues, and provide technical support
• Service Improvement: To analyze and improve our services, develop new features, and enhance security
• Legal Compliance: To comply with legal obligations and respond to lawful requests from authorities
• Marketing: With your consent, to send promotional materials about our services (you may opt out at any time)

Information Sharing and Disclosure

We may share your information with:

• Emergency Services: Police, fire, and medical services when responding to alarms
• Monitoring Partners: Our ULC-certified monitoring centers that provide 24/7 coverage
• Service Providers: Third parties who assist with billing, communications, and technical support
• Legal Authorities: When required by law, court order, or to protect safety
• Your Designated Contacts: Emergency contacts you have provided to us

We do not sell, rent, or trade your personal information to third parties for marketing purposes.

Data Security

We implement industry-standard security measures to protect your personal information, including:

• Encrypted data transmission and storage
• Secure, access-controlled facilities
• Regular security audits and vulnerability assessments
• Employee training on privacy and data protection
• ULC-certified monitoring centers with strict security protocols

Data Retention

We retain your personal information for as long as necessary to provide our services and fulfill the purposes outlined in this policy. After termination of services, we may retain certain information as required by law or for legitimate business purposes, such as resolving disputes and enforcing agreements. Alarm event records are typically retained for a minimum of two years.

Your Privacy Rights

Under PIPEDA and PIPA, you have the right to:

• Access: Request access to the personal information we hold about you
• Correction: Request correction of inaccurate or incomplete information
• Withdrawal of Consent: Withdraw consent for certain uses of your information (subject to legal and contractual restrictions)
• Complaint: File a complaint with our Privacy Officer or the Office of the Privacy Commissioner of Canada

To exercise these rights, please contact our Privacy Officer using the information below.

Cookies and Tracking

Our website uses cookies and similar technologies to enhance your browsing experience, analyze website traffic, and understand where our visitors come from. You can control cookies through your browser settings. Disabling cookies may affect some website functionality.

Children's Privacy

Our services are not directed to individuals under 18 years of age. We do not knowingly collect personal information from children. If you believe we have inadvertently collected information from a child, please contact us immediately.

Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our practices or legal requirements. We will notify you of significant changes by posting the updated policy on our website and updating the "Last Updated" date. Your continued use of our services after changes are posted constitutes acceptance of the revised policy.

Contact Our Privacy Officer

If you have questions about this Privacy Policy or wish to exercise your privacy rights, please contact us:

Canadian Monitoring Services
Privacy Officer
Email: privacy@cmssecurity.ca
Phone: 1 (866) 494-4321
British Columbia, Canada