Last updated: 2026-10-30
1. Who is responsible for your information
PLEXIA Property Management manages rental buildings in Quebec. Our Privacy Officer is Imene Ben Romdhane. For any question or request: confidentialite@plexiaimmo.ca.
2. What we collect
When you contact us by phone or text message, we collect: your phone number, your name, your unit and building, the language you speak, what your request is about (for example a leak or a breakdown), and, for a call, its transcript and recording. We do not ask for health, financial or family information. If you give some, we keep it only if it is needed for your request.
3. Why we use it
Only to handle your housing-related request, manage emergencies (for example a gas leak or flooding), follow up on repairs and communicate with you. We do not sell your information and do not use it for advertising.
4. The virtual assistant
By phone and text message, you first speak with a virtual assistant. It does not make decisions in place of PLEXIA: it listens, gives general information about the building, and creates a ticket or an alert. A PLEXIA team member reviews every ticket and every alert. You can ask to speak with a person at any time.
5. Call recording
Calls are recorded and transcribed to handle your request. If you prefer not to be recorded, say "person" at the start of the call and we will connect you with the PLEXIA team.
6. Who has access
The PLEXIA staff who need it to handle your request. We use technical services to receive calls and texts, understand speech, draft replies and store tickets. These services may be located outside Quebec, notably in the United States (telephony, voice assistant, artificial intelligence, online spreadsheets). Before sharing information with them, we assess the risks and require contractual protections.
7. How long we keep it
- Conversations (transcripts, text messages, recordings): 90 days.
- Service tickets: 24 months.
- Emergency alerts: 12 months.
- Your tenant record: during your lease, then at most 90 days after you leave.
After that, we destroy it or make it anonymous.
8. Your rights
You can ask for access to your information, correction, deletion, or withdraw your consent to its use. You can also get a copy in a commonly used technological format. We reply within 30 days. Write to confidentialite@plexiaimmo.ca.
9. Privacy incidents
If an incident presents a risk of serious harm, we notify the Commission d'accès à l'information and the people affected.
10. Complaints
If you are not satisfied with our answer, you may file a complaint with the Commission d'accès à l'information du Québec (cai.gouv.qc.ca).
11. Changes
We may update this policy. The date at the top shows the current version.
12. Meeting request form (website)
If you fill in the website form, we collect your name, email, city and, if you wish, your phone number, the type and approximate number of units in your building, when you would like to start and your message. We use them only to respond to your request. They are stored in a database hosted in Canada and sent by email to the PLEXIA team. The technical services used may be located outside Quebec. We keep them for 12 months, then destroy them. We do not keep your IP address.