01 About LotusTelco Inc.
LotusTelco Inc. is a federally incorporated Canadian telecommunications company providing software solutions, VoIP services, enterprise communication systems, direct inward dialing (DID) services, international routing, and voice traffic services to retail and wholesale customers in North America and globally.
02 Information We Collect
We collect the account credentials you sign in with, your account profile details (name, company, assigned phone numbers and extensions), your contact list as stored on your LotusTelco account, records of calls and messages placed or received through the Services, and basic technical information such as application version, device type and operating system needed to deliver and support the Services.
03 How We Use Information
Information is used to authenticate you, register your device with our voice platform, connect and route your calls and messages, display your balance and usage, provide customer support, detect fraud and abuse, and meet our legal and regulatory obligations as a telecommunications provider.
04 Account & Authentication Data
Your username and password are used to sign in and to register your device with our voice servers. Credentials are stored on your device using the operating system secure keystore (Android Keystore or iOS Keychain) and are transmitted only over encrypted connections. You can remove them at any time by signing out.
05 Call & SMS Data
We process call detail records (numbers dialled or received, date, time, duration and cost) and message metadata in order to route traffic, bill correctly and show your call history. Call audio is not recorded by our mobile application. Where call recording is enabled on an account by the account administrator, it is disclosed separately.
06 Data Security
Voice signalling and application data travel over encrypted connections (TLS/WSS), and call media is encrypted in transit. Access to production systems is restricted to authorised personnel. No method of transmission or storage is completely secure, but we take reasonable technical and organisational measures to protect your information.
07 Data Retention
Account and billing records, including call detail records, are retained for as long as your account is active and thereafter for the period required by applicable telecommunications, tax and accounting law. When information is no longer required, it is deleted or anonymised.
08 Third-Party Services
We use service providers for hosting, network transit and call termination in order to deliver your calls and messages. These providers process only what is necessary to carry your traffic and are bound by confidentiality obligations. We do not sell your personal information.
09 Your Rights
Subject to applicable law, you may request access to the personal information we hold about you, ask that it be corrected, request deletion where we are not required to retain it, or object to certain processing. Requests can be made using the contact details below.
10 Children's Privacy
Our Services are intended for business users aged 18 and over. We do not knowingly collect personal information from children.
11 The LotusTelco Mobile App
This policy also covers the LotusTelco mobile app for Android (package com.lotustelco.mobile) and iOS. The app lets existing LotusTelco customers place and receive calls over the internet, send and receive SMS, listen to voicemail, manage contacts saved in their LotusTelco account, and view their balance and usage. The app does not create accounts; accounts are created by LotusTelco or your service provider.
Sign-in details, settings and cached account data stored by the app on your device are removed when you sign out or uninstall the app.
12 Information the App Does Not Collect
The LotusTelco app does not access or collect the contacts, SMS inbox or call log stored on your phone, your location, your photos or files (except a profile photo you choose to upload), or advertising identifiers. The app contains no advertising, and we do not sell your personal information or share it for advertising.
13 SMS & Voicemail
The content of SMS messages you send and receive is processed and stored on our platform so that messages can be delivered and shown in your conversations.
When a call is not answered or is declined, the caller may leave a voicemail, which is stored on our platform so you can play it in the app or portal. To make sure missed calls can reach you, the app turns voicemail on for your account when you sign in, unless you have already set up your own call-forwarding ("Find me") rules. You can turn voicemail off at any time in the app under Settings › Calls › Voicemail, or in the customer portal. SMS and voicemail are kept until you delete them or your account is closed.
14 Microphone & Voice Search
The app asks for microphone permission to carry your voice during calls. The microphone is used only while a call is active, or while you use voice search. Calls are not recorded by the app.
Voice search (the microphone button in search bars) is optional. When you use it, your speech is converted to text by your device's speech recognition service, which on most Android devices is provided by Google and is subject to Google's Privacy Policy. The resulting text is used only to search within the app.
15 Notifications & Incoming Calls
So that you can receive calls and messages while the app is closed, our notification service keeps your line connected to our platform and sends a notification to your device through Google Firebase Cloud Messaging (and, on iOS, Apple Push Notification service).
A notification may include the caller's number and name, the sender and text of an incoming SMS, or the number of new voicemail messages, and passes through Google's (or Apple's) push service on its way to your device. For this we store your device's push token and an app-generated device identifier; they are removed when you sign out, or automatically after 30 days without use. You can turn notification types off in the app under Settings › Notification Settings, or in your device settings.
16 App Permissions
The LotusTelco app requests only the permissions it needs:
- Microphone — calls and optional voice search;
- Notifications — incoming calls, missed calls, messages and voicemail alerts;
- Full-screen notifications — show an incoming call on the lock screen so you can answer it;
- Nearby devices (Bluetooth) — use Bluetooth headsets during calls;
- Internet and network state — connect calls and load your account;
- Vibration and keep awake — ring and vibrate for calls, and keep calls connected;
- Run at startup — keep receiving calls and notifications after your phone restarts.
You can withdraw any permission in your device settings; some features will then stop working (for example, calls require the microphone).
17 Device Diagnostics
The app keeps a short technical log on your device to help resolve problems, such as connection and call-quality events. This log never contains your password or message text, and phone numbers are shortened to their last digits. It stays on your device and is shared with us only if you choose to send it to support.
18 Service Providers & Transfers Outside Canada
In addition to the providers described in section 08, we use Google Firebase Cloud Messaging and Apple Push Notification service to deliver notifications, your device's speech recognition service (typically Google) when you use voice search, and payment processors when you top up your balance through our web portal (card details are handled by the payment processor, not by the app).
Some of these providers, and the carriers that terminate your calls, may process information outside Canada, including in the United States and other countries where calls are routed. Your information may then be subject to the laws of those countries; we use contractual and other measures to protect it as required by PIPEDA.
19 Account & Data Deletion
To request deletion of your account and its data, email support@lotustelco.net from the email address on your account, with the subject "Account deletion request" and your account username. After verifying your identity, we delete your account, contacts, messages, voicemail and notification data. Billing and call detail records that the law requires us to keep are retained only for that period and then deleted. We aim to complete requests within 30 days.
To remove data from your phone only, sign out of the app or uninstall it.
20 Contact Information
For privacy questions, data access requests or deletion requests, contact LotusTelco Inc. at support@lotustelco.net. We aim to respond to all privacy enquiries promptly.
21 Policy Updates
We may update this Privacy Policy from time to time. Material changes will be reflected on this page and within our applications with a revised effective date. Continued use of the Services after an update constitutes acceptance of the revised policy.