Portell Communications Inc., operating as Portal Networks ("Portal", "we"), provides managed IT, cybersecurity, business phone, SMS and internet services from Kitchener, Ontario. We protect the personal information of our customers, their users and callers, and visitors to our website, as Canada's Personal Information Protection and Electronic Documents Act (PIPEDA) and the CRTC's customer confidentiality rules require.
Privacy officer: Kris Germann, privacy@portalnetworks.ca, 519-804-1234, 290 King St E, Kitchener, ON N2G 2L3. Contact the privacy officer with any question, request or complaint about privacy.
We collect only what we need to provide, bill and support our services.
Names, business contacts, authorized contacts, and billing and service addresses. We use these to set up, bill and support your services.
Call detail records, phone numbers, SMS logs, voicemail, IP addresses, number port records and 9-1-1 service addresses. We use these to deliver phone, SMS and internet service, route 9-1-1 calls, prevent fraud and bill accurately.
Tickets, emails, chat and recorded support calls. We use these to resolve requests, keep quality high and settle disputes.
Files, mailboxes and devices we manage for you. We access these only as needed to deliver the service or when you ask us to.
Contact form entries, plus cookies and similar tools from Google Analytics and the Meta (Facebook) Pixel that record how visitors use the site. We use these to answer enquiries, understand site traffic and measure our advertising. You can block or delete cookies in your browser settings.
By signing up for a service you consent to the uses above. We ask separately before using your information for anything else. We send marketing email only with your consent, and every message has an unsubscribe link. We never sell personal information.
We share personal information only with the providers that help us deliver your services, and only what they need. They are bound by contract to protect it and use it only for us.
Carriers and 9-1-1 providers, including our Canadian wholesale carrier, to connect calls, port numbers and route emergency calls.
Software and cloud providers for ticketing, documentation, device management and billing (Kaseya: Autotask, IT Glue, Datto, ConnectBooster), and for email, files and phone systems (Microsoft 365 and Azure).
Payment and accounting providers, to process payments. Analytics and advertising providers (Google and Meta) receive website usage data collected by their cookies, under their own privacy policies.
Authorities, only when the law requires it, for example a court order or warrant, or in an emergency where someone's life or safety is at risk.
Some of our providers store information in the United States. While it is there, it is subject to US law and may be accessed by US courts and authorities.
Calls to and from our support line are recorded for quality, training and resolving disputes. You will hear a notice at the start of the call. We keep these recordings for 90 days. If we manage a phone system for your business and you turn on call recording, those recordings belong to you. We access them only to support your system or at your request, and you are responsible for telling your callers.
We use multi-factor authentication on every system, an encrypted password manager, least-privilege access reviewed every quarter, encrypted and monitored devices, and secure network access. Our staff are trained on customer confidentiality, and we verify who you are before discussing or changing your account.
We keep personal information only as long as we need it or the law requires. Account and billing records are kept for 7 years after an account closes, and support call recordings for 90 days. After that, we securely delete it.
You can ask what personal information we hold about you, ask how it has been used or shared, and ask us to correct it. Send your request to the privacy officer. We will verify your identity and answer within 30 days, free of charge.
If a breach of our safeguards creates a real risk of significant harm to you, we will tell you and report it to the Privacy Commissioner of Canada.
Contact our privacy officer first. If you are not satisfied with our answer, you can complain to the Office of the Privacy Commissioner of Canada at priv.gc.ca or 1-800-282-1376.
We may update this statement. The current version is always at portalnetworks.ca/privacy. Last updated: October 1, 2026.