1. Introduction
Pro-Claim Group (“PCG,” “we,” “us,” or “our”) is a multi-brand construction and restoration corporation headquartered in Metro Vancouver, British Columbia, with operations across British Columbia and Alberta. Our family of companies includes Platinum Pro-Claim Restoration (PPCR), Paulson Fire & Flood, Downs Construction, Pro-Claim Calgary, and Pro-Claim Canmore.
We are committed to protecting the privacy and security of personal information entrusted to us by our clients, partners, employees, and website visitors. This Privacy Policy explains how we collect, use, disclose, retain, and safeguard personal information across all of our brands and operations.
This policy applies to personal information collected through our websites (including ppcr.ca and affiliated brand websites), through the delivery of our restoration, construction, and related services, and through all other interactions with our companies.
By using our websites or engaging our services, you acknowledge that you have read and understood this Privacy Policy. If you do not agree with the practices described herein, please discontinue use of our websites and contact us to discuss any concerns.
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2. Applicable Legislation
This Privacy Policy has been developed to comply with the following Canadian privacy and electronic communications laws:
- British Columbia’s Personal Information Protection Act (PIPA BC): Our primary governing privacy statute for commercial activities conducted within British Columbia. PIPA BC regulates how we collect, use, and disclose personal information and is overseen by the Office of the Information and Privacy Commissioner for British Columbia (OIPC BC).
- Alberta’s Personal Information Protection Act (PIPA Alberta): Governs the collection, use, and disclosure of personal information by our Alberta-based entities, including Pro-Claim Calgary and Pro-Claim Canmore. PIPA Alberta is overseen by the Office of the Information and Privacy Commissioner of Alberta (OIPC Alberta). Where PIPA Alberta imposes requirements that differ from PIPA BC, those differences are noted in the relevant sections of this policy.
- Personal Information Protection and Electronic Documents Act (PIPEDA): Canada’s federal private-sector privacy law applies to our interprovincial commercial activities and to the transfer of personal information across provincial borders.
- Canada’s Anti-Spam Legislation (CASL): Governs all commercial electronic messages we send, including email marketing communications, and requires consent, sender identification, and an unsubscribe mechanism in every message.
We monitor legislative developments at both the federal and provincial levels and will update this policy as needed to reflect any changes in applicable law.
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3. Personal Information We Collect
“Personal information” means information about an identifiable individual. It does not include business contact information used solely for business communications, or aggregated or de-identified data that cannot reasonably be linked to an individual.
3.1 Information Collected Through Our Websites
When you visit our websites, we may automatically collect technical information, including:
- Your IP address and approximate geographic location
- Browser type, operating system, and device information
- Pages visited, referring URLs, time and duration of your visit
- Cookie identifiers and analytics data (see Section 7)
This technical information is collected in aggregate form and is not combined with your personal identity unless you voluntarily provide identifying information.
3.2 Information You Provide Directly
When you contact us through our website forms, by phone, by email, or in person, we may collect:
- Your name, mailing address, phone number, and email address
- Details about your property, the nature of the damage, and the scope of restoration or construction services required
- Insurance policy information, claim numbers, and adjuster contact details
- Photographs and documentation related to property damage or project scope
- Any other information you choose to provide in connection with our services
3.3 Information Collected in the Course of Service Delivery
When we perform restoration or construction services, we may collect additional personal information as needed, including:
- Access instructions, security codes, and tenant or occupant contact details
- Work authorization signatures and scope-of-work approvals
- Insurance claim documentation, adjuster correspondence, and settlement records
- Payment information, including billing addresses and cheque details
- Photographs and video of property conditions before, during, and after service (see Section 10)
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4. How We Use Personal Information
We collect and use personal information only for purposes that a reasonable person would consider appropriate in the circumstances. These purposes include:
- Providing the restoration, construction, or related services you have requested
- Communicating with you about your project, claim status, scheduling, and invoicing
- Coordinating with your insurance provider, adjuster, or property management company to facilitate claims processing and service delivery
- Processing payments and managing accounts receivable
- Responding to your inquiries and providing customer support
- Sending service-related communications (e.g., appointment confirmations, project updates, warranty information)
- Sending commercial electronic messages where you have provided consent (see Section 9)
- Documenting project conditions through photography and video for quality assurance, claims support, and internal records (see Section 10)
- Analyzing website traffic and usage patterns to improve our online experience
- Complying with legal and regulatory obligations
- Protecting our legal rights and enforcing our contractual obligations
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5. Consent
We obtain your consent before or at the time of collecting personal information. Consent may be express or implied depending on the nature of the information and the circumstances of collection.
5.1 Express Consent
We seek express consent when we collect sensitive personal information or when using information for purposes beyond what is reasonably expected. For example, we obtain express consent before adding you to any marketing or promotional mailing list.
5.2 Implied Consent
In some situations, your consent is implied by your actions. For example, when you submit a service request form on our website, your consent to use that information to respond to your inquiry is implied.
5.3 Withdrawing Consent
You may withdraw your consent at any time by contacting our Privacy Officer (see Section 20). Withdrawing consent may affect our ability to provide certain services. We will explain the consequences of withdrawing consent when you make your request. Please note that even after you withdraw consent, we may retain and use personal information as required or permitted by law.
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6. Disclosure of Personal Information
We do not sell, rent, or trade personal information. We may disclose personal information in the following circumstances:
- Affiliated Companies: We may share personal information among the Pro-Claim Group brands (PPCR, Paulson Fire & Flood, Downs Construction, Pro-Claim Calgary, Pro-Claim Canmore) where necessary to deliver or coordinate services you have requested.
- Service Providers and Subcontractors: We may share personal information with trusted third-party service providers and subcontractors who assist us in delivering our services (e.g., equipment suppliers, specialized trades, call centre operators). These parties are contractually required to protect your information and may only use it for the purposes for which it was shared.
- Insurance Companies and Adjusters: We disclose information to insurance providers and adjusters as necessary to process and settle your insurance claim.
- Property Management Companies: Where you have been referred to us by a property management company or strata council, we may share project-related information with them as needed to coordinate service delivery.
- Legal Compliance: We may disclose personal information when required or permitted by law, in response to a court order, subpoena, or other legal process, or to protect the rights, property, or safety of PCG, our clients, or others.
- Business Transactions: In the event of a merger, acquisition, reorganization, or sale of assets, personal information may be transferred to the acquiring entity, subject to applicable privacy laws and continued protection obligations.
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7. Cookies, Tracking Technologies, and Google Analytics
7.1 Cookies
Our websites use cookies, which are small data files stored on your device by your web browser. Cookies help us personalize your experience, remember your preferences, and analyze how our sites are used. We use the following types of cookies:
- Essential Cookies: Required for core site functionality such as navigation and form submissions.
- Analytics Cookies: Help us understand how visitors interact with our websites so we can improve performance and content.
- Advertising Cookies: Used by third-party advertising partners to deliver relevant ads and measure campaign effectiveness.
7.2 Google Analytics
Our websites use Google Analytics, a web analytics service provided by Google LLC. Google Analytics uses cookies to collect anonymous data about how visitors use our sites, including pages visited, session duration, and traffic sources. This data is processed in aggregate and is not linked to your personal identity.
We have enabled the following Google Analytics features:
- Remarketing with Google Analytics
- Google Display Network Impression Reporting
- Google Analytics Demographics and Interest Reporting
- Integrated advertising services that collect data via advertising cookies and identifiers
Third-party vendors, including Google, may use this data to serve ads based on your past visits to our websites. We use audience data such as age range, gender, and interests to better understand visitor behaviour and improve our marketing effectiveness. No personally identifiable information is stored in Google Analytics.
7.3 Opting Out
You may manage cookie preferences through your browser settings. You may also opt out of Google Analytics tracking and interest-based advertising by using the following tools:
Please note that disabling cookies may affect the functionality of our websites.
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8. Email Confidentiality and Communications Policy
All emails sent by Pro-Claim Group and its affiliated brands are considered confidential business communications. The contents of our emails, including all attachments, are intended solely for the named recipient(s).
Important: Email Confidentiality Notice
The contents of any email sent by Pro-Claim Group and its affiliates, including any attachments, are confidential. They are intended for the named recipient(s) only. If you have received an email from us in error, please notify the sender immediately and do not disclose the contents to anyone or make copies thereof. Unauthorized use, disclosure, distribution, or copying of such communications or attachments is strictly prohibited and may be unlawful.
8.1 No Warranty
While we take reasonable steps to ensure that our email communications are free from viruses and other harmful content, we cannot guarantee the security or integrity of information transmitted via email. Recipients should scan all attachments for viruses and malware. Pro-Claim Group accepts no liability for any damage caused by any virus or other harmful content transmitted via email.
8.2 Record Retention
Email communications related to active service engagements, insurance claims, or contractual obligations may be retained in accordance with our data retention practices (see Section 11). Business emails may be monitored or reviewed to the extent permitted by applicable law for quality assurance, compliance, and training purposes.
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9. Commercial Electronic Messages and CASL Compliance
We comply with Canada’s Anti-Spam Legislation (CASL) when sending commercial electronic messages (CEMs), including promotional emails, newsletters, and marketing communications.
Our Commitment: No Contact Without Your Consent
Pro-Claim Group will never contact you for marketing or promotional purposes without your prior consent. We will never add you to a marketing mailing list without your explicit permission. If you provide your contact information to us in connection with a service request, inquiry, or business relationship, that information will only be used to communicate with you about the services you have requested or the matter you have raised. It will not be used for unsolicited marketing communications unless you have separately and clearly opted in to receive them.
9.1 Types of Consent
Express consent is obtained through a clear opt-in mechanism, such as checking a box on a form or signing up through our website. Implied consent may exist where we have an existing business relationship with you (for example, you have used our services within the past two years) or where you have provided your contact information in a business context. Even where implied consent exists, we will respect any request to stop receiving communications.
9.2 Identification and Unsubscribe
Every commercial electronic message we send will clearly identify Pro-Claim Group or the applicable brand as the sender, include our contact information, and provide a clear and simple unsubscribe mechanism. Unsubscribe requests will be processed within 10 business days.
9.3 Non-Commercial Messages
Service-related messages, such as appointment confirmations, project updates, invoices, and warranty notices, are transactional in nature and are not subject to CASL consent requirements. These communications are necessary to fulfill our contractual and service obligations.
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10. Job Site Photography and Image Storage
In the course of providing restoration and construction services, our teams routinely photograph and, where necessary, video-record job site conditions. These images are an essential part of our service delivery process and serve important purposes including damage documentation, insurance claim support, quality assurance, and internal project records.
Photo and Image Security
All job site photographs and images captured by Pro-Claim Group personnel are stored exclusively on a private, secure server protected by multi-factor authentication (MFA). Access to this server is restricted to authorized PCG employees who require it for legitimate business purposes. Job site images may be shared with parties directly involved in the associated claim or project, including insurance adjusters, property managers, strata councils, and other authorized stakeholders as necessary to facilitate service delivery and claims resolution. Beyond these parties, job site images are never shared externally for any reason, including with third-party marketing services, social media platforms, or any other parties not involved in the claim or project..
10.1 What We Photograph
Job site photography may include images of:
- Pre-existing property conditions and damage (e.g., water, fire, mould, structural)
- Work in progress at various stages of the restoration or construction process
- Completed work for quality verification and project close-out documentation
- Equipment placement, containment barriers, and safety measures
Our teams take care to photograph only what is relevant to the scope of work. We make reasonable efforts to avoid capturing personal belongings, identifying documents, or other sensitive items that are not related to the project.
10.2 Storage and Access Controls
All images are uploaded to and stored on our private server infrastructure. This server is protected by the following security measures:
- Multi-Factor Authentication (MFA): All user accounts with access to the image server are required to authenticate using multi-factor authentication before access is granted.
- Role-Based Access: Access to job site images is limited to authorized employees on a need-to-know basis, such as project managers, estimators, and quality assurance personnel.
- Encryption: Data is encrypted both in transit and at rest to protect against unauthorized access.
- Audit Logging: Access to the image server is logged and subject to periodic review.
10.3 No External Sharing
Pro-Claim Group does not share, distribute, publish, or otherwise make job site photographs available to any external party for any purpose, except where:
- The property owner or authorized representative has provided explicit written consent, or
- Disclosure is required by law, regulation, or a valid legal order.
Job site images are never used for marketing, advertising, social media, or promotional purposes without the explicit written consent of the property owner.
10.4 Retention and Disposal
Job site photographs are retained for the duration necessary to support the associated project, insurance claim, or warranty period, plus any additional time required by law. When images are no longer needed, they are securely deleted from our servers.
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11. Data Retention and Destruction
We retain personal information only for as long as necessary to fulfill the purposes for which it was collected, or as required by law. Specific retention periods vary depending on the type of information and the applicable legal or contractual requirements. For example:
- Insurance claim files and project records are retained for a minimum of seven years following the completion of a project or the resolution of a claim, in accordance with limitation periods and regulatory requirements.
- Website analytics data is retained in aggregate form and is periodically purged of any granular session-level data.
- Marketing consent records are retained for the duration of the consent relationship, plus a reasonable period to demonstrate compliance.
When personal information is no longer needed, we will securely destroy, erase, or anonymize it using methods appropriate to the sensitivity of the information.
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12. Data Security
We take the protection of personal information seriously and have implemented organizational, technical, and physical safeguards appropriate to the sensitivity of the information, including:
- Restricting access to personal information to authorized employees, agents, and contractors who require it for legitimate business purposes and who have agreed to maintain its confidentiality
- Using encryption, firewalls, and secure access controls to protect electronic records
- Maintaining physical security measures for paper records containing personal information
- Providing privacy and security awareness training to our staff
- Requiring third-party service providers to implement adequate security measures through contractual agreements
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13. Data Breach Notification
In the event of a breach of security safeguards involving personal information that creates a real risk of significant harm to affected individuals, we will:
- Notify the applicable privacy commissioner (the OIPC for British Columbia, the OIPC for Alberta, or the federal Privacy Commissioner, depending on the jurisdiction and nature of the breach) as soon as feasible
- Notify affected individuals as soon as feasible, providing details about the nature of the breach, the personal information involved, the steps we have taken to reduce the risk of harm, and recommended steps they can take to protect themselves
- Maintain a record of the breach and our response in accordance with applicable legal requirements
We are committed to transparency in the unlikely event that a breach occurs and will act swiftly to mitigate any harm.
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14. Your Rights
Under applicable privacy legislation, you have the following rights with respect to your personal information:
- Right of Access: You may request access to the personal information we hold about you. We will respond within 30 business days of receiving your request. For requests relating to personal information held by our Alberta entities (Pro-Claim Calgary and Pro-Claim Canmore), the response period under PIPA Alberta is 45 calendar days.
- Right to Correction: If you believe that personal information we hold about you is inaccurate or incomplete, you may request a correction. We will make the correction or annotate the record if we disagree with the requested change.
- Right to Withdraw Consent: You may withdraw consent to the collection, use, or disclosure of your personal information at any time, subject to legal or contractual restrictions and reasonable notice. Withdrawal of consent may limit our ability to provide certain services.
- Right to Complain: If you believe we have not handled your personal information in accordance with this policy or applicable law, you have the right to file a complaint with our Privacy Officer or with the applicable privacy commissioner (see Section 20).
To exercise any of these rights, please contact our Privacy Officer using the information provided in Section 20.
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15. Use of Artificial Intelligence and Automated Technologies
Pro-Claim Group may use artificial intelligence (AI) tools or automated technologies in the course of our operations, such as automated scheduling systems, chatbots for initial inquiries, or software that assists with project estimation and documentation.
Where AI or automated tools are used to make decisions that could significantly affect you, we are committed to:
- Being transparent about the use of such tools
- Ensuring a human review process is available for any significant decision made with the assistance of AI
- Protecting your personal information from unauthorized access or misuse in connection with any AI system
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16. Children’s Privacy
Our websites and services are not directed at individuals under the age of 18. We do not knowingly collect personal information from minors. If we become aware that we have inadvertently collected personal information from a child, we will take steps to delete it promptly.
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17. Third-Party Websites
Our websites may contain links to third-party websites or services that are not owned or controlled by Pro-Claim Group. We are not responsible for the privacy practices or content of those third-party sites. We encourage you to review the privacy policies of any third-party website you visit.
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18. Cross-Border Data Transfers
Some of the third-party services we use (such as Google Analytics) may process data on servers located outside of Canada. Where personal information is transferred outside of Canada, we take reasonable steps to ensure that it is protected to a standard comparable to that required under Canadian privacy law. By using our websites or engaging our services, you acknowledge that your information may be processed in jurisdictions outside of Canada, which may have different privacy laws than those in British Columbia, Alberta, or Canada.
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19. Changes to This Policy
We reserve the right to update or modify this Privacy Policy at any time. When we make changes, we will update the “Last Updated” date at the top of this document and post the revised policy on our website. We encourage you to review this policy periodically. For material changes that significantly affect how we handle your personal information, we will make reasonable efforts to notify you directly (such as by email or a prominent notice on our website).
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20. Privacy Officer and Contact Information
If you have any questions, concerns, or requests regarding this Privacy Policy or our handling of personal information, please contact our Privacy Officer:
If you are not satisfied with our response, you may contact the applicable privacy commissioner:
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