Privacy Policy

1. Who we are

Pride Security Solutions Inc. (“Pride Security”, “we”, “us”) designs, installs and services security cameras, alarm systems, access control, structured cabling, home automation and home theatre systems for homes and businesses across southern Ontario. We operate from offices in Mississauga (100 Matheson Blvd E) and Guelph (191 Elmira Rd S, Suite 408).

We handle personal information in accordance with the federal Personal Information Protection and Electronic Documents Act (PIPEDA), which governs private-sector businesses in Ontario, and with Canada’s Anti-Spam Legislation (CASL) where we send commercial electronic messages.

2. Accountability

We have designated a Privacy Officer who is accountable for our compliance with this policy. Questions, access requests and complaints can be directed to the Privacy Officer using the contact details at the end of this policy.

Our own certified technicians perform our installations. We do not subcontract installation work, which means fewer parties have access to information about your property.

3. What we collect

We collect only what we need to quote, install, support and bill for the work you ask us to do.

When you contact us or request a quote

• Name, phone number, email address and service address
• What you want protected, and details you volunteer about the property
• The content of your enquiry, including messages sent through our website forms, SMS, WhatsApp or web chat

During a site assessment or installation

• Notes, measurements, cable-run details and photographs of the areas where equipment will be mounted
• Building access details needed to complete and later service the work (for example, where the panel or recorder is located)
• Equipment serial numbers, system configuration and the credentials you set for your own system

For billing and service history

• Invoices, quotes, payment records and warranty history
• Payment card details are entered with our payment processor and are not stored by us

On this website

• Form submissions, which are routed into our customer relationship management system
• Standard analytics such as pages viewed, approximate region, referring site, device and browser, collected through cookies and similar technologies

4. Your video footage and access-control logs

We do not host, store or monitor your recordings.

Footage from your cameras and events from your access-control system are recorded on the equipment at your property or in the account you control with the manufacturer’s cloud service. Pride Security does not keep a copy.

A technician will log in to your system only when you ask us to — for example to diagnose a fault, adjust a camera view, restore a recording schedule, or help you retrieve a specific clip. That access is limited to the purpose you requested and to the time needed to complete it. We do not review your footage for any other reason and we do not perform routine or background viewing.

Where you have given us login credentials for support, tell us if you want them changed or revoked and we will confirm removal. We recommend you change credentials whenever anyone’s access to the system should end.

5. If you record other people

If you are a business operating cameras that capture customers, employees or the public, PIPEDA makes you the organization responsible for that surveillance — not us. In practical terms the Office of the Privacy Commissioner of Canada expects you to:

• Post clear, visible notice at the entrances to recorded areas, including who to contact about the recording
• Aim cameras at what you actually need to protect, and avoid neighbouring property, washrooms and change areas
• Keep recordings only as long as you need them, then destroy them securely
• Store recordings securely and limit who can view them
• Be able to give an individual access to images of themselves, with other people masked

We will gladly design your system with these obligations in mind and point out camera angles that are likely to cause a problem. We cannot give you legal advice about your own compliance.

6. Why we use your information

• To respond to enquiries and prepare quotes
• To schedule and carry out site assessments, installations and service calls
• To administer warranty claims and support requests
• To arrange and administer alarm monitoring, where you have asked us to
• To invoice, collect payment and keep the business records the law requires us to keep
• To send service reminders and, where you have consented, occasional information about our services
• To meet legal, insurance and licensing obligations

7. Consent

We collect, use and disclose personal information with your knowledge and consent, except where the law permits or requires otherwise. Giving us your details to request a quote is consent to use them for that purpose.

You can withdraw consent for marketing at any time by using the unsubscribe link in any email or by contacting us. Withdrawing consent for information we need to perform work you have contracted, or to meet a legal obligation, may mean we cannot continue to provide the service.

8. Who we share it with

We do not sell personal information, and we do not share it for anyone else’s marketing.

We share only what is necessary, and only with:

• The ULC-listed central monitoring station that monitors your alarm, where you have monitoring — the contact and site details needed to dispatch
• Emergency services, through the monitoring station, when an alarm requires a response
• Service providers that operate our systems on our behalf, such as website hosting, our customer relationship management platform, email delivery and payment processing, each bound to protect the information
• Equipment manufacturers, where a warranty claim requires it
• Others, where the law requires it — for example a valid court order or a lawful request from a law enforcement or regulatory authority

Storage outside Canada

Some of the service providers we rely on store data on servers outside Canada, including in the United States. While it is held in another country, that information may be accessible to the courts and law enforcement of that country under its laws.

9. Safeguards

We protect personal information with safeguards appropriate to how sensitive it is. These include restricting access to staff who need it to do their job, password protection and access controls on our systems, secure disposal of paper records, and confidentiality expectations for everyone who works for us.

No method of transmission or storage is completely secure. If a breach of security safeguards creates a real risk of significant harm, we will report it as PIPEDA requires and notify the individuals affected.

10. How long we keep it

We keep personal information only as long as we need it for the purposes described here, or as long as the law requires.

• Quote enquiries that do not become jobs: retained for a limited period, then deleted
• Customer and installation records: kept for the life of the system and the warranty period, and afterwards where needed to support a returning customer
• Financial records: kept for the period required by Canadian tax and business-records law

11. Your right to see and correct your information

You can ask us what personal information we hold about you, how we have used it and who we have disclosed it to, and you can ask us to correct anything that is inaccurate. Write to the Privacy Officer below. We will respond within the timeframe PIPEDA sets, normally 30 days. We may ask you to verify your identity first, and there are limited situations where the law requires or permits us to withhold information — if that happens, we will tell you why.

12. Cookies and analytics

This website uses cookies and similar technologies to keep the site working properly and to understand how it is used, so we can improve it. You can block or delete cookies in your browser settings; some parts of the site may not work as intended if you do.

13. Complaints

If you think we have mishandled your personal information, contact our Privacy Officer first — we would rather hear it from you and fix it. If you are not satisfied with how we resolve it, you can bring a complaint to the Office of the Privacy Commissioner of Canada.

14. Changes to this policy

We may update this policy as our services or the law change. The effective date at the top shows when it was last revised. Material changes will be posted on this page.