Privacy Policy

Last updated: July 9, 2026

This Privacy Policy describes how Civic Answer Hub collects, uses, and protects your personal information when you use our services. We are committed to protecting your privacy and handling your data responsibly.

Who We Are

We operate a multilingual FAQ chatbot service designed to provide bilingual virtual help for Ottawa public services. Our platform assists residents and visitors by delivering information in both English and French through an intelligent chatbot system. We act as the data controller for all personal information collected through our service.

Information We Collect

We collect information in several ways:

• Chat interactions: Messages you send to our chatbot, including questions and any personal details you voluntarily share
• Account information: Name, email address, and other details if you create an account or subscribe to our service
• Usage data: How you interact with our platform, pages visited, features used, and time spent
• Technical data: IP address, browser type, device information, and referring website
• Cookies and tracking: Data collected through cookies and similar technologies

Legal Basis for Processing

We process your information based on the following legal grounds: your consent when you provide information voluntarily; our legitimate interest in improving our services and understanding how you use them; legal obligations under Canadian privacy law; and performance of our service contract with you. For government-related services, we may also process information to fulfill our obligations to public authorities in Ontario and Canada.

How We Use Your Information

We use your data for the following purposes: providing and improving our chatbot service; personalizing your experience with relevant government information; analyzing usage patterns to enhance functionality; communicating with you about service updates; responding to your inquiries; ensuring security and preventing fraud; and complying with legal requirements. We do not use your information for automated decision-making or profiling that produces legal effects.

Data Retention

We retain your information only as long as necessary to provide our services and fulfill the purposes outlined above. Specific retention periods include: chat conversation logs and interaction history retained for up to 24 months after your last interaction; account information retained while your account is active and for 12 months after account deletion; analytics and usage data retained for up to 14 months; server logs and technical data retained for up to 12 months; and cookie data retained according to individual cookie policies. After these periods, we securely delete your information unless legal obligations require longer retention.

Cookies and Tracking Technologies

Our website uses cookies to enhance your browsing experience, remember your preferences, and analyze usage patterns. We use essential cookies required for service functionality, performance cookies to understand how you use our site, and preference cookies to remember your settings. You can control cookie settings through your browser. For detailed information about cookies, please see our Cookie Policy.

Your Privacy Rights

You have the following rights regarding your personal information:

• Right to access: Request a copy of your personal information we hold
• Right to correction: Ask us to correct inaccurate or incomplete data
• Right to erasure: Request deletion of your personal information under certain circumstances
• Right to restrict processing: Ask us to limit how we use your data
• Right to data portability: Receive your information in a structured, portable format
• Right to withdraw consent: Revoke your consent at any time if processing is consent-based
• Right to lodge a complaint: Submit a complaint to the Privacy Commissioner of Canada

Data Security

We implement robust technical and organizational measures to protect your personal information from unauthorized access, alteration, disclosure, or destruction. These include encryption of data in transit and at rest, secure authentication mechanisms, regular security audits, and restricted access to personal data. However, no method of transmission over the internet is completely secure, and we cannot guarantee absolute security.

International Data Transfers

Our services operate primarily within Canada. If we transfer personal information internationally, we ensure appropriate safeguards are in place, including standard contractual clauses or adequacy decisions. You consent to such transfers by using our service.

Third-Party Services

We may use third-party service providers for hosting, analytics, customer support, and other functions. These providers are contractually obligated to protect your information and use it only as necessary to provide services to us. We are responsible for their handling of your data. We do not sell or share your personal information with third parties for marketing purposes.

Children's Privacy

Our service is not intentionally designed for children under 13. We do not knowingly collect personal information from children under 13. If we become aware that we have collected such information, we will delete it promptly. Parents or guardians who believe their child has provided information to us should contact us immediately.

Policy Updates

We may update this Privacy Policy from time to time to reflect changes in our practices, technology, or legal requirements. We will notify you of significant changes by posting the updated policy with a new "last updated" date. Your continued use of our service following such changes constitutes your acceptance of the revised Privacy Policy.

Supervisory Authority

If you have concerns about our privacy practices or wish to lodge a formal complaint, you have the right to contact the Privacy Commissioner of Canada. The Office of the Privacy Commissioner is Canada's independent authority responsible for investigating privacy complaints and promoting privacy rights awareness.