Call Recording Policy

Last Updated: November 28, 2017.

MASCO CANADA LIMITED (“Masco Canada,” “we”, “us”) is concerned about privacy, and wants you to be familiar with our policy and practices respecting call recording. We encourage you to read this Call Recording Policy (the “Policy”) before contacting Masco Canada customer service via telephone.

Policy Modifications
Masco Canada reserves the right to make changes to this Policy. In the event that Masco Canada amends this Policy, the updated version will be posted here. We encourage you to check this page regularly. You can determine when this Policy was last revised by referring to the “Last Updated” legend at the top of this page.   In the event that Masco Canada makes a material change to the Policy, a notice will be posted regarding such change.

Collection, Use and Storage of Call Recordings

When individuals contact our customer service department via telephone, such calls are automatically recorded.  Masco Canada only uses such recordings for the sole purpose of training our customer service representatives, in order to improve the quality and consistency of customer service provided by our employees.

Call recordings are stored at 151 Front Street Toronto, Ontario, Canada, and are accessible to supervisors and managers who are responsible for training our customer service representatives, as well as to Masco Canada’s system administrators.  Select recordings will also be heard by customer service representatives who participate in the training provided by their supervisors/managers, but such employees will not have broad access to the recordings.

How We Share Personal information

Masco Canada may share call recordings as described below:

  • Third Party Service Providers. We use a third-party service provider to record customer service calls. Such service provider is not authorized to collect, use or disclose the recordings except for the purpose of providing its services to Masco Canada. Our service provider is required to use appropriate measures to protect the recordings, including by limiting access to persons who require such access to perform the services.

Except as described above, Masco Canada does not disclose call recordings unless it is required to do so under applicable law or pursuant to an order from a court or government or regulatory authority with jurisdiction to compel such disclosure.

Your Choices
If you do not wish to have your call to Masco Canada recorded for training purposes, you may instead contact us via email at customerservice@mascocanada.com.  In addition, when the call commences or at any time during the call, you may request that your call not be recorded, in which case the customer service representative will activate the “privacy option”. After the privacy option has been activated, no further audio will be recorded.

Security
Masco Canada takes measures to protect call recordings against unauthorized access, disclosure, alteration or destruction. Unfortunately, however, no security system or system of transmitting data can be guaranteed to be entirely secure.  For your own privacy protection, we encourage you not to disclose sensitive personal information during calls with our customer service representatives (e.g., banking details or health information).  Masco Canada will not request such sensitive personal information during customer service calls.

Retention of Call Recordings
Since call recordings are used for very limited purposes, Masco Canada does not wish to retain them for longer than is necessary to train staff.  Therefore, call recordings are retained for a period of 60 days, after which time they are deleted (unless longer retention is strictly required by applicable legislation).

Access
You may contact us at customerservice@mascocanada.com to request access to the recording of a call between yourself and a customer service agent. Please note that you may be required to provide appropriate identity information as well as information required by us to locate the relevant recording, and in some cases we may not be required or permitted to provide access under applicable laws.

Questions & Concerns
If you have any questions or concerns about this Policy or about Masco Canada’s collection, use and disclosure of call recordings (or collection, use and disclosure of call recordings by our service providers and affiliates outside Canada), please contact the Privacy Officer at: customerservice@mascocanada.com