Call Recording and Consent in Canada: Questions to Ask Your Provider

Call Recording and Consent in Canada: Questions to Ask Your Provider

Recording and transcribing calls can help with training, quality and AI voice agents. Recordings and transcripts are personal information, so settle a few questions before you switch it on.

Last reviewed: November 2026. This is general information, not legal advice. Privacy rules depend on your province, sector and situation; confirm your approach with your adviser.

What usually applies

Federal PIPEDA applies to many private-sector organizations in Canada, and Alberta, British Columbia and Quebec have their own private-sector privacy laws. The Office of the Privacy Commissioner of Canada publishes guidance on recording customer calls, generally emphasizing telling callers why a call is recorded and giving them options.

Before you record

1. Tell callers at the start. That the call is recorded or transcribed, why, and, for an AI voice agent, that they are speaking with an automated assistant.
2. Give an alternative. A way to reach a person or another channel if they prefer not to be recorded.
3. Collect only what you need. Avoid asking for sensitive details on recorded lines unless necessary.
4. Set a retention period. Decide how long recordings and transcripts are kept, and delete them on schedule.
5. Limit access. Only the people who need recordings should be able to hear or read them.

Questions for your phone or AI provider

• Where are recordings and transcripts stored, and in which country?
• Who at the provider can access them?
• Are they used to train AI models? Can that be switched off?
• How are they deleted, and can you delete them on request?
• What happens to data if you cancel the service?

Write it into your privacy policy

Describe what you record, why, how long you keep it and how people can ask for access or deletion.

How we help

When we set up voice agents, we document where audio, transcripts and bookings are stored so you can review it with your adviser. We do not provide legal advice. See AI voice agents.