Last updated: October 16, 2026
Telmatik and its divisions, including Message Express, Bixo, Telmatik call centres and Communication LGP (collectively, “Telmatik”, “we”, “us” or “our”), are operated by Tootelo Solutions inc. Telmatik provides businesses, organisations and municipalities (the “Clients”) with communication management services, including call answering and telephone overflow services, 24/7 emergency lines, service calls, chat and conversational agents (AI and human), lone worker protection, absence management, ethics lines, alerts and citizen services.
These Terms of Use (the “Terms”) apply to:
The relationship between Telmatik and each Client is governed by a separate agreement, which prevails over these Terms with respect to the Client in the event of a conflict. Your personal information is handled in accordance with our Privacy Policy.
1. Definitions
2. Telmatik’s role
When you contact a Client through the Services, Telmatik acts on behalf of that Client. Telmatik receives, records and forwards your Request in accordance with the Client’s instructions. The Client remains responsible for its products and services, the handling of your Request, its response times and its decisions. Telmatik does not make decisions on behalf of the Client unless expressly instructed to do so by the Client.
3. Emergencies: call 9-1-1
The Services do not replace 9-1-1. If a person’s life, health or safety, or property is at risk, call 9-1-1 immediately.
Certain Services receive urgent calls on behalf of a Client, including 24/7 emergency lines, elevator emergency lines and lone worker protection services. In such cases, Telmatik follows the response protocol agreed upon with the Client, such as contacting an on-call technician or designated contact person. Telmatik cannot guarantee that the person contacted will respond within a specific timeframe. The Client remains responsible for the protocol it has established.
4. Use of artificial intelligence
4.1 Identification. When an AI Assistant responds to your communication, we will identify it at the beginning of the interaction. We will never represent an AI Assistant as a person.
4.2 What it does. The AI Assistant may understand and classify your Request, collect the information required and ask you to confirm it, answer common questions based on information provided by the Client, and route your Request to the appropriate department, an Agent or a person designated by the Client.
4.3 Limitations. The AI Assistant may make mistakes or misunderstand you. Its responses are for general informational purposes only. The Client’s documents and written decisions always prevail. If a date, amount or obligation has consequences for you, verify it with the Client.
4.4 Human assistance. You may request to be transferred to an Agent at any time. During regular call centre hours, the transfer will be made directly. Outside those hours, your Request will be recorded and forwarded for follow-up in accordance with the Client’s instructions.
4.5 Agent assistance. When an Agent handles your communication, AI may assist the Agent in the background, including by providing summaries or suggested responses. The Agent remains responsible for the information communicated to you.
4.6 No decisions made about you by AI. AI is used to understand and route your Request. No decision affecting your rights is made solely by AI. If this were to change, we would inform you in accordance with applicable law.
4.7 No third-party model training. Your communications are not used to train the AI models of our service providers.
5. Recording and transcription
Calls, chats and messages may be recorded and transcribed, as indicated to you at the beginning of the communication. They may be used to process your Request, ensure service quality, train personnel, resolve a complaint or dispute, and improve the Services, in accordance with our Privacy Policy. If you do not wish to be recorded, you may contact the Client through another means made available by the Client.
6. Your responsibilities
By using the Services, you agree to:
We may terminate a communication, suspend an account or restrict access to the Services if these responsibilities are not respected. Threatening statements or conduct may be reported to the authorities.
7. Follow-up on your Request
Your Request is forwarded to the Client or to a person designated by the Client. Response times and outcomes depend on the Client. Telmatik does not guarantee any particular outcome for a Request.
8. Availability
We strive to provide continuous service, but the Services may be interrupted for various reasons, including maintenance, outages affecting telecommunications or cloud service providers, or circumstances beyond our control. Service levels guaranteed to Clients are set out in their respective agreements.
9. Client portal and accounts
Access to the client portal and certain Services requires an account. You must provide accurate information and keep it up to date. Your login credentials are personal and confidential, and you are responsible for all activity carried out through your account. Notify us without delay at [email protected] if your credentials are lost, stolen or used without authorisation. We may suspend an account to protect the Services, the Client or you from fraud or unauthorised access.
Once registration is complete, Users may choose to opt in and provide express consent to receive communications from Telmatik by SMS and/or RCS (Rich Communication Services). This consent is optional and must be provided voluntarily by the recipient of the communications.
When a telephone number is added by an administrator, employer, manager or any other person acting on behalf of an organization, the addition of the telephone number does not, by itself, constitute the recipient’s consent to receive communications by SMS or RCS. Where consent is required, it must be obtained in accordance with applicable laws before such communications are sent.
10. Provisions specific to certain Services
11. Intellectual property
The websites, platform, software, trademarks and content of the Services are owned by Tootelo Solutions inc. or its licensors. Content provided by a Client remains the property of that Client.
You retain your rights in anything you submit. You authorise Telmatik to use such content solely to process your Request and for the other purposes set out in our Privacy Policy. We do not sell this content.
12. Third-party websites and services
The Services may link to websites operated by our Clients or third parties and may rely on technology providers. Telmatik is not responsible for the content of third-party websites.
13. Liability
To the extent permitted by law, Telmatik is not liable for any indirect damages arising from your use of, or inability to use, the Services, or for the decisions, products or services of a Client. Telmatik’s liability to its Clients is governed by their respective agreements.
Nothing in these Terms excludes or limits Telmatik’s liability for intentional misconduct or gross negligence, or for bodily or moral injury. Nothing in these Terms limits any rights granted to you under the Consumer Protection Act or any other law of public order.
14. Changes
The current version of these Terms is published on this page together with its date of last update. Any material change will be prominently communicated on the website at least 30 days before it takes effect.
15. Governing law
These Terms are governed by the laws of Quebec and the laws of Canada applicable therein. Subject to your right to bring proceedings before the court of your domicile, any dispute shall be subject to the jurisdiction of the courts of Quebec.
16. General provisions
17. Provisions specific to municipal services
This section applies in addition to sections 1 to 16 when you communicate with a municipality, regional county municipality (RCM) or other public body (the “Municipality”) through the Services, including 311 citizen requests, citizen information services and Message Express alerts.
17.1 Role. Telmatik acts as an agent of the Municipality. The Municipality remains responsible for municipal services, official responses and all administrative decisions, including permits, assessment reviews, payment arrangements and similar matters.
17.2 Official information. Notices, tax bills, by-laws and decisions issued by the Municipality prevail over any response provided by an AI Assistant or an Agent. For any statutory deadline, such as a request for an assessment review, rely on the date specified by the Municipality.
17.3 Transfer to a municipal employee. Your Request may be forwarded to a designated municipal employee, including through a collaboration tool used by the Municipality.
17.4 Registration for Message Express alerts. Registration is limited to individuals who are of legal age or who have obtained authorisation from their parent or legal guardian and who complete the registration form. You must provide a valid telephone number or email address and accurate information. Only one registration is permitted per person.
17.5 Alert limitations. Message Express is a supplementary information service. It should never be your sole source of information in an emergency. An alert may be delayed, incomplete or not reach you due to a network outage, outdated contact information, spam filtering or other circumstances. If you believe you are in danger, take the necessary steps immediately and follow the instructions of the authorities.
17.6 Unsubscribe. You may unsubscribe at any time using the editing link received by email or by replying ARRET or STOP to a text message. Unsubscription takes effect once it has been confirmed.
17.7 Deletion of account.Telmatik or the Municipality may delete a registration created using intentionally false information or used for unlawful purposes.
18. Opting out
Users may withdraw their consent (opt out) at any time to receive communications from Telmatik by SMS or RCS (Rich Communication Services). To unsubscribe, Users may reply ARRET or STOP to a communication received or contact Telmatik’s customer service at [email protected] to request that their consent be withdrawn. The AIDE or HELP commands may also be used to obtain assistance regarding SMS or RCS communications.
If these Terms of Use terminate for any reason, Telmatik may continue to use the Data and Personal Information in accordance with applicable law, these Terms of Use, including the licence granted to Telmatik with respect to the Data, and the Privacy Policy, as amended from time to time.
19. Contact us
For questions regarding your personal information, please contact the Privacy Officer identified in our Privacy Policy.
