Privacy Policy

1. Introduction

ICON Collection Solutions Inc. (“ICON,” “we,” “us,” or “our”) is a licensed commercial collection agency operating in British Columbia and Alberta, Canada. This Privacy Policy explains how we collect, use, disclose, and protect personal information when you visit our website, contact us, or use our services.

We handle personal information in accordance with:

• Canada’s Personal Information Protection and Electronic Documents Act (PIPEDA);
• British Columbia’s Personal Information Protection Act (PIPA) and the Business Practices and Consumer Protection Act (BPCPA), Part 7 (Debt Collection), administered by Consumer Protection BC;
• Alberta’s Personal Information Protection Act and Consumer Protection Act, together with the Collection and Debt Repayment Practices Regulation, administered by Service Alberta;
• Canada’s Anti-Spam Legislation (CASL) and the CRTC Unsolicited Telecommunications Rules, which govern the commercial electronic messages we send.

Nothing in this Privacy Policy limits or waives any right available to you under that legislation. Where a provision of this policy conflicts with a right the legislation gives you, the legislation prevails.

2. Our commitment on selling and sharing your information

3. Information we collect

Information you provide directly

• Contact details — your name, business name, email address, phone number, and mailing address when you complete a form, book a call, or contact us.
• Message content — the information you include in enquiries, emails, texts, and calls with our team.
• Account and file information — if you become a client, the documentation you submit in support of accounts placed with us for collection.
• Consent records — a record of whether you opted in to receive text messages, which type you consented to, and the date and time of that consent.

Information we receive from our clients

When a business places an account with us for collection, that business provides us with information about the individual or company that owes the debt. This may include name, contact details, account balance, transaction history, and supporting documentation. We act as a service provider to our client in handling this information and use it only to attempt lawful recovery of the account.

Information collected automatically

• Usage data — pages visited, time on page, referring source, approximate location derived from IP address, browser, and device type.
• Cookies and analytics — we use Google Analytics 4 to understand how visitors use our website. See section 7.

4. How we use your information

• To respond to your enquiries and provide the services you request.
• To schedule and confirm discovery calls, appointments, and meetings.
• To provide account status updates and support to our clients.
• To carry out lawful debt recovery activity on behalf of our clients.
• To send text messages of the type you have specifically consented to receive (see section 5).
• To report account information to credit reporting agencies where permitted by law.
• To meet our legal, regulatory, licensing, and record-keeping obligations.
• To secure, maintain, and improve our website and services.

5. Text messaging (SMS) and your consent

Where you provide a mobile number and check the applicable consent box on our website, we may send you text messages. We operate two distinct categories of messaging, and your consent to each is recorded separately:

• Service messages — appointment and discovery-call reminders, account status updates, and support follow-ups. Message frequency varies based on your account activity.
• Marketing messages — promotional offers, service announcements, and news. This consent is entirely optional, is never a condition of receiving our services, and can be given or withheld independently of the service-message consent.

Message and data rates may apply. You can reply HELP at any time for assistance, or STOP at any time to unsubscribe from further messages. Opting out of marketing messages does not affect your ability to continue receiving service messages, and vice versa.

We retain records of your consent and opt-out requests as required to demonstrate compliance with applicable messaging regulations and Canada’s Anti-Spam Legislation (CASL).

6. When we disclose information

We disclose personal information only in the limited circumstances below, and never for a third party’s own marketing or advertising purposes:

• Service providers — vendors who perform functions on our behalf under contract, such as website hosting, scheduling, form processing, collection management software, and messaging delivery. They may use the information only to perform services for us.
• Our clients — where we are recovering an account, we report progress and outcomes to the business that placed the account.
• Credit reporting agencies — where permitted by applicable collection legislation.
• Legal and regulatory — where required by law, court order, subpoena, or a regulator with jurisdiction over our licences, or to establish or defend legal claims.
• Business transactions — in connection with a merger, acquisition, or sale of assets, subject to the receiving party honouring this Privacy Policy.

7. Cookies and analytics

Our website uses Google Analytics 4, a service provided by Google LLC, to collect aggregate statistics about how our site is used. This involves cookies and similar technologies that record information such as pages viewed and how you arrived at our site. We use this only to understand and improve site performance.

You can block or delete cookies through your browser settings, and you can opt out of Google Analytics entirely using the browser add-on available from Google. Blocking cookies will not prevent you from using our website.

8. How long we keep information

We keep personal information only as long as necessary for the purposes described in this policy, or as required by the collection agency legislation, tax rules, and limitation periods that apply to us. Collection file records are generally retained for the period mandated by the applicable provincial regulator. Consent and opt-out records for text messaging are retained for as long as we operate the messaging programme and for a reasonable period afterwards.

9. Security

We use administrative, technical, and physical safeguards appropriate to the sensitivity of the information we hold, including access controls, encryption in transit, and staff confidentiality obligations. No method of transmission or storage is completely secure, and we cannot guarantee absolute security.

10. Your rights and choices

• Access — you may request access to the personal information we hold about you.
• Correction — you may ask us to correct information that is inaccurate or incomplete.
• Withdraw consent — you may withdraw consent to marketing communications at any time, subject to legal and contractual restrictions. Note that we may still be required or permitted to contact you about an account placed with us for collection.
• Control how we contact you about an account — if you have been contacted about a debt, you may notify us in writing that you require all further communication to be in writing only, or to be directed to your lawyer. See our Terms of Service, section 7, for your full rights under BC and Alberta collection legislation.
• Complain — you may raise a concern with us directly, or escalate it to the appropriate regulator at any time.

To exercise any of these rights, contact us using the details in section 13. We may need to verify your identity before acting on a request.

Where to escalate a complaint

• Privacy — the Office of the Privacy Commissioner of Canada, the Office of the Information and Privacy Commissioner for British Columbia, or the Office of the Information and Privacy Commissioner of Alberta.
• Collection conduct in British Columbia — Consumer Protection BC (consumerprotectionbc.ca).
• Collection conduct in Alberta — Service Alberta, Consumer Investigations Unit (alberta.ca/consumer-protection).

11. Third-party links

Our website links to third-party services including our scheduling provider, account submission forms, and our client portal. Those services operate under their own privacy policies, and we encourage you to review them. We are not responsible for the privacy practices of sites we do not control.

12. Children

Our website and services are directed to businesses and are not intended for children. We do not knowingly collect personal information from anyone under the age of majority in their province of residence.

13. Contact us

If you have questions about this Privacy Policy or how we handle your personal information, contact our Privacy Officer:

14. Changes to this policy

We may update this Privacy Policy from time to time. When we do, we will revise the “Last updated” date at the top of this page. Material changes will be highlighted on our website. Your continued use of our website after an update constitutes acceptance of the revised policy.