Clinics ask us two questions: "Is this compliant?" and "Where does my patients' data go?" Here are real answers — including the parts other vendors leave out.
There is no such thing as a "PHIPA certificate" or "PIPEDA certification." Any vendor claiming to be "certified compliant" is overselling. Under Canadian law, your clinic remains the custodian of patient information — a vendor like us acts as your service provider (in Ontario, your "agent" under PHIPA) and our job is to make your compliance easy and defensible.
So instead of badges, we give you the actual artifacts your privacy obligations call for: a services agreement that makes us your agent, with a PHIPA Compliance Package as its schedule: a documented data-flow map, every control with how you can verify it, a named provider register with each agreement attached, a breach-notification commitment with a number on it, and the material for your Privacy Impact Assessment. That's what "built for PIPEDA, PHIPA and BC PIPA" means here.
| Data | Purpose | Retention |
|---|---|---|
| Call audio | Converted to text in real time to hold the conversation | Not stored. Calls aren't recorded |
| Call transcript and outcome | So your team can follow up | 30 days in Canada, encrypted with your clinic's own key, then deleted automatically |
| Caller's phone number | To text a link or call back | 30 days, encrypted |
| Secure-chat and text messages | The conversation itself; staff can read and reply | 30 days, encrypted |
| Name and contact details (secure fields) | Booking or passing a request to your staff; the AI never sees these fields | Until the chat ends, at most 24 hours |
| Requests (callback, booking, message for the team) | Hand-off to your staff | 30 days, encrypted |
| Access log | Who opened or changed which record, when, from where | 2 years; record ids only, no patient content |
| Health card numbers / clinical history | Never asked for. Clinical questions and urgent concerns go to your staff | N/A by design |
The assistant says it is an AI in its first sentence, and gives no clinical advice. Callers can say "human" or "voicemail" at any time and get exactly that — a genuine decline path, as Canadian privacy regulators expect.
We transcribe and discard: calls aren't recorded and no audio is kept anywhere. Transcripts, messages and requests are deleted automatically after 30 days, unless your clinic places a hold on them.
Neither we nor our AI subprocessors train models on your clinic's or your patients' data — contractually locked in our agreements with every provider in the chain.
Stored data lives in Canada (Montréal), with two exceptions we list in writing. Live speech and AI processing for calls runs partly in the US with zero retention — we say that plainly, because "100% Canadian" claims that ignore transit are how vendors get clinics in trouble in a Privacy Impact Assessment.
If patient information is stolen, lost or misused, we notify your named privacy contact by phone and email at the first reasonable opportunity and no later than 72 hours after becoming aware — contractually — and support your notifications to patients and the IPC. Incident records are kept at least 24 months.
Ontario clinics sign a services agreement with our PHIPA Compliance Package as Schedule A, prepared for their own phone and booking setup, with every provider's agreement attached. Real patients reach the service only after your written approval and our certificate of insurance.
We're insured for the work we do for clinics, including privacy and cyber risks, with a licensed Canadian insurer. You get the certificate before go-live.
We operate SOC 2-aligned controls. We do not claim a SOC 2 audit until we have one — when a clinic network requires the report, we'll complete the audit. Ask us anything: our security posture is an open book for prospective clinics.
Who touches data, what they do, and where. Your package names each one and attaches its agreement. We give 30 days' written notice before any change, and you can object.
| Subprocessor | Role | Location | Agreement |
|---|---|---|---|
| Cloud provider | Hosting, database, encryption keys, logs, and the AI model for written replies | Canada (Montréal) for storage; the AI model may process outside Canada, and a prompt its safety systems flag may be kept up to 90 days (never for training) | Terms of Service + Cloud Data Processing Addendum; enterprise agreement requested |
| Real-time voice and inference provider | Speech recognition, speech synthesis and the AI model for spoken replies | Call audio via Canadian servers; AI processing in the United States, zero data retention | Data Processing Addendum, signed by both parties |
| Telephony provider | Phone numbers, call routing and text messages | Canada and United States; no call recording; texts deleted after at most 10 days | Data Processing Addendum; PHIPA electronic service provider role confirmed in writing |
| Email service | Staff notifications and sign-in codes | No patient information: emails only say something is waiting in the dashboard | Provider terms |
"Thanks for calling [Your Clinic] — this is their AI assistant. How can I help, booking or a quick question?"
Short on purpose — a disclosure only protects callers if they actually hear the whole thing, and a 15-second legal paragraph gets talked over or hung up on. It identifies the AI before anything is collected, which is the part that matters. The opt-out isn't buried in a recited script either: ask for a human or voicemail at any point in the call and it happens immediately, no argument. That combination — identify up front, honor the opt-out the moment it's asked for — is what the Office of the Privacy Commissioner's call-recording guidance is actually asking for, and it's what makes continued conversation valid consent.
Our designated Privacy Officer is the founder — reach them at privacy@zeromiss.ca. Patients should contact their clinic first (the clinic remains custodian of their information); we respond to every access and correction request the clinic passes to us within 2 business days. Unresolved concerns can be escalated to the Office of the Privacy Commissioner of Canada, the BC OIPC, or the Ontario IPC.
Last updated: 17 October 2026