Call Recording & Communications Notice
Royal Climate Inc. operating as Guardian Heating & Cooling
Effective Date: November 10, 2026
This Notice explains Guardian Heating & Cooling's practices regarding recorded telephone calls, service communications, electronic messages and related communications records.
IMPORTANT NOTICE ABOUT RECORDED CALLS: Where call recording is active, Guardian will provide notice at or near the beginning of the call, state the purpose of the recording and obtain consent as required. A website notice alone is not treated by Guardian as a substitute for call-level notice where privacy law requires it.
1. Scope
1.1 This Notice applies to telephone calls, voicemail, SMS/text messages, email, website forms, chat, social-media direct messages and similar communications with Guardian.
2. Recording of Telephone Calls
2.1 Guardian may record inbound or outbound customer calls where recording is enabled. Recording is not necessarily active on every call or communication channel.
2.2 Where a call is recorded, Guardian will inform the caller at or near the beginning of the call that recording is occurring, identify the purpose or purposes with reasonable specificity and obtain consent as required by applicable privacy law.
2.3 Recording purposes may include quality assurance, staff training, accurate documentation of customer instructions, appointment and pricing confirmations, safety and compliance, fraud prevention, complaint handling, dispute resolution and protection of legal rights.
2.4 Guardian does not use ordinary customer call recordings to create voiceprints or for biometric identification or authentication unless that practice is separately disclosed and any consent required by law is obtained.
3. If a Customer Does Not Wish to Be Recorded
3.1 A customer who does not wish to continue on a recorded call should advise the representative. Where reasonably practicable, Guardian may offer an alternative communication method. Guardian may be unable to complete certain transactions by telephone if accurate documentation or another lawful operational requirement cannot reasonably be satisfied without the information at issue.
4. Communications Records
4.1 Guardian may maintain records of communications, including call logs, recordings, voicemail, emails, SMS, website forms, chat messages and social-media messages, where reasonably necessary for the purposes described in Guardian's Privacy Policy.
4.2 Customers should not transmit complete payment-card numbers, government identification numbers or other highly sensitive information through ordinary email, SMS or social-media messaging unless Guardian specifically provides an appropriate secure method.
5. Transactional and Service Communications
5.1 By requesting service or providing contact information for a service transaction, a customer may receive communications reasonably necessary to respond to the inquiry, confirm or change an appointment, advise that a technician is en route, provide estimates or requested information, issue invoices or receipts, administer warranty or safety matters, follow up on completed work, and otherwise administer the requested transaction.
5.2 Service communications are distinct from promotional marketing. A request to stop promotional messages does not necessarily stop communications reasonably required to administer an existing transaction, legal obligation, safety issue or warranty matter.
6. Commercial Electronic Messages and CASL
6.1 Where Canada's Anti-Spam Legislation applies to a commercial electronic message, Guardian will rely on an applicable form of express or implied consent or another lawful basis, provide prescribed identification/contact information and include a readily usable unsubscribe mechanism where required.
6.2 Express marketing consent may be withdrawn at any time. For SMS marketing, Guardian may provide instructions such as replying STOP. Email marketing may include an unsubscribe link or other readily performed method.
6.3 Guardian maintains records reasonably appropriate to demonstrate consent, unsubscribe requests and other compliance information.
7. Responses to Customer Requests
7.1 Electronic messages sent in direct response to a customer's request, inquiry or complaint may be treated differently from unsolicited promotional messages under applicable law. Guardian will use such communications for the purpose of responding to or administering the customer's request.
8. Telephone Marketing
8.1 Where Guardian conducts telemarketing, Guardian intends to comply with applicable Unsolicited Telecommunications Rules, including internal do-not-call requirements and National Do Not Call List obligations where applicable.
9. Social-Media and Third-Party Messaging Platforms
9.1 Communications through Instagram, Facebook, Google, HomeStars or other third-party platforms are also subject to the platform provider's independent terms, privacy practices and security controls.
9.2 Because social-media direct messages are not intended as a secure repository for sensitive information, Guardian may move a conversation to telephone, email or another channel before collecting information necessary to schedule or perform work.
10. Retention and Access
10.1 Communications records are retained only as long as reasonably necessary for operational, quality, warranty, legal, tax, insurance, safety, dispute-resolution and compliance purposes, subject to applicable law.
10.2 Requests to access or correct personal information contained in communications records may be submitted to Guardian's Privacy Officer and will be handled subject to applicable law and lawful exceptions.
11. Security and Service Providers
11.1 Guardian may use telecommunications, cloud, CRM, email, messaging, storage and other service providers to facilitate communications. Guardian uses reasonable safeguards appropriate to the sensitivity and circumstances and remains accountable for personal information under its control.
12. Changes to this Notice
12.1 Guardian may amend this Notice prospectively to reflect changes in law, technology, communication practices or service providers. The current version will be identified by its effective date.
Contact Information
Privacy Officer
Royal Climate Inc. operating as Guardian Heating & Cooling
Unit 4810, 1000 Portage Parkway, Concord, Ontario L4K 0L1
Telephone: 437-374-0018
Email: service@guardianhvac.ca
Website: https://www.guardianhvac.ca