Privacy Policy

Protection of Personal and Personal Health Information

The protection of our customers’ private information is important to us. Key Metrix collects and uses personal information of its customers for the express purpose of serving our customers and/or meeting our obligations under the law. It is our policy to collect, use and disclose personal information in a responsible and compliant manner. This document explains our privacy policies.

Personal Information

Personal information (PI) is specific, identifiable information about an identifiable person. Personal information includes information that relates to personal characteristics (gender, age, home address, telephone number, family status, health history, health conditions, health services received). Personal information is distinct from business-related information which may include an individual’s business address, telephone number or email, which is not protected by privacy legislation; or aggregated information that cannot be associated with a specific individual.

Personal Health Information (PHI) is any oral or written personal information about a person’s physical or mental health; identifying the provision of health care services; the payment thereof; the identity of the health care provider; the health card number or the substitute decision-maker.

Collection and Use of Personal Information and Personal Health Information

Our primary purpose for collecting personal information and Personal Health Information is to provide support to our customers in their use of our software products and provision of related services such as setup, analytics and other related data services and storage. The rights and responsibilities of Key Metrix and its employees are set out in the Key Metrix Privacy Policy.

Use of our Website

We may collect personal information about anyone who visits our website.  For example, we may use cookies to keep track of your preferences and to collect

general usage and statistical information. Cookies allow us to deliver a more personalized experience resulting in more friendly, interesting, and enjoyable browsing experience.

Besides, if you choose to access one of our resource(s) or service, we may require that you provide us with some Personal Information and business-related information that would allow us to understand, process your request and contact you.

Protecting Personal Information

Key Metrix takes all reasonable precautions to protect your Personal Information, whether the information is stored electronically, printed or otherwise. We follow the framework and ten principles set out by PIPEDA.


Key Metrix is responsible for Personal Information under its control, including information that has been referred to a third party, and shall designate one or more persons who are accountable for Key Metrix’s compliance.

Where information is transferred to a third party, Key Metrix shall use appropriate means to provide a comparable level of protection. Key Metrix’s contractual practices require the inclusion of appropriate privacy provisions into customers and third-party provider agreements when Personal Information is either collected, used and/or disclosed.

Key Metrix has implemented policies and procedures to give effect to Key Metrix Privacy Policy, including employee and third party agreements. Key Metrix employee agreement includes contractual provisions for the safeguard and proper usage of confidential and Personal Information made available to our employees, in the course of their employment, by our customers. Key Metrix employees undergo privacy training, from time to time, to ensure continued compliance with applicable laws (including the Key Metrix Privacy Policy).

Key Metrix shall make known, upon request, the title of the person or persons designated to oversee Key Metrix’s compliance with the Key Metrix Privacy Policy. A Customer may request such information by contacting us at:

Key Metrix Inc.

131A Frederick Street

Kitchener, Ontario

N2H 2M1

Phone: 226-202-0775



Identifying purposes for collection of personal information

Key Metrix shall identify the purposes for which Personal Information is collected at or before the time the information is collected. Key Metrix collects Personal Information for the following purposes:

  • For the provision of products and services to its customers
  • operations, including personnel and employment matters
  • To meet legal and regulatory requirements.

Key Metrix will use reasonable efforts to ensure that a customer is advised of the purpose(s) for which Personal Information will be used or disclosed, and in a manner that can be reasonably understood by the customer.

Unless required by law, Key Metrix shall not use or disclose, for any new purpose, Personal Information that has been collected without first identifying and documenting the new purpose and obtaining the consent from the customer for such purpose.

Employees who are collecting Personal Information from customers or individuals should ensure that such customers or individuals are advised of the purposes for which Personal Information will be used or disclosed.

Obtaining consent for collection, use or disclosure of personal information

Key Metrix acknowledges that knowledge and consent of the individual are required for the collection, use or disclosure of Personal Information. When an employee collects Personal Information, the employee must ensure that proper consent has been obtained before the collection, use and/or disclosure, and for the identified purposes at the same time, he/she collects the Personal information.

Key Metrix shall require all customers to consent to the collection, use or disclosure of Personal Information as a condition of the supply of a product or service only if such collection, use, or disclosure is required to fulfill the identified purposes.

A customer may withdraw consent at any time, subject to legal or contractual restrictions and reasonable notice.

Limiting the collection of personal information

Key Metrix shall limit the collection of Personal Information to that which is necessary to fulfill the purpose(s) identified at the time of collection.

Key Metrix may collect Personal Information from a customer (who in some cases are a company or organization), who represents to Key Metrix that It has obtained appropriate consent from any such individual(s) to disclose the Personal Information to Key Metrix and third-party provider(s), if any.

Limiting use, disclosure, and retention of personal information

Key Metrix shall not use or disclose Personal Information for the purpose other than that for which it was collected, except with the consent of the customer, or as required by law.

Key Metrix may only disclose a customer’s Personal Information as permitted under to the terms and conditions of the contractual agreement with the customer or as required by law.

Key Metrix shall keep Personal Information only as long as it remains necessary or relevant for the identified purposes or as required by law and shall provide access to employee or third-party contractors on a need-to-know basis.

Accuracy of personal information

Key Metrix will use reasonable efforts to ensure that Personal Information collected and used by Key Metrix is sufficiently accurate, complete and up to date. Key Metrix acknowledges that Personal Information is often provided by the customer (Company) and not directly by  the identifiable individual. In such a case, Key Metrix relies on the accuracy of the information supplied by the customer to ensure that such information is accurate, complete and up to date.

Key Metrix will update Personal Information about customers upon notification by the customer, within a reasonable time.

Security safeguards

Key Metrix shall protect Personal Information against such risks as loss or theft, unauthorized access, disclosure, copying, use, modification or destruction, using reasonable security safeguards and measures appropriate to the sensitivity of the information.

Key Metrix shall protect Personal Information disclosed to third parties via contractual agreements stipulating the confidentiality of the information and the purposes for which it is to be used, inter alia.

All employees of Key Metrix with access to Personal Information are required, as a condition of employment, to keep confidentiality, all Personal Information in their possession.


Key Metrix shall make information about its privacy policies accessible and easy to understand. Upon request, Key Metrix shall provide the title and address of the person or persons accountable for Key Metrix’s compliance with this policy and to whom inquiries or complaints can be forwarded.

Key Metrix may assist a customer to understand his/her privacy choices, if any, regarding the use of his/her Personal Information as it relates to the Key Metrix and its services.

Access to personal information

Upon written request, Key Metrix shall inform a customer of the existence, use and disclosure of his or her Personal Information and shall provide a reasonable opportunity for the customer to review the relevant Personal Information.  Personal Information shall be provided within a reasonable time and at minimal to the individual.

In certain situations, Key Metrix may not be able to provide access to the Personal Information that they hold about a customer, i.e., that information interferes with the privacy of another person or reveals confidential commercial information. If access to Personal Information cannot be provided, Key Metrix shall provide the reasons for denying access to such a request.

Key Metrix shall correct or complete any Personal Information found to be inaccurate or incomplete, noting any discrepancy in the individual’s file. Where appropriate, Key Metrix shall inform any third parties having access to the Personal Information, in question, of any changes or any unresolved differences. The customer shall have the right to challenge the accuracy and completeness of the information and have it amended, if appropriate upon written request, Key Metrix shall inform a customer of the existence, use and disclosure of his or her Personal Information, and of this privacy policy.

Challenging compliance

Key Metrix shall maintain procedures for responding to inquiries or complaints from our customers about Key Metrix’s handling of Personal Information.

Key Metrix shall investigate all complaints concerning compliance with this policy. If a complaint is found to be justified, Key Metrix shall take appropriate measures to resolve the complaint including, if necessary, amending its policies and procedures. A customer shall be informed of the outcome of the investigation arising from his/her complaint.

Employees should provide, upon request by a customer, the contact information of Key Metrix Head of Privacy to address any questions or complaints of customers concerning their Personal Information within Key Metrix’s custody or control.

If a customer has any questions or concerns about our privacy policies, please do not hesitate to contact our Privacy Officer.

Should you wish to make a complaint about our privacy practices, please write to our Privacy Officer. We will acknowledge receipt of your complaint; ensure that it is investigated promptly and provide you with a written response.

Changes to this Privacy Policy

We may update this policy, from time to time, to reflect changes to technology, the sector, and our information practices. Please review this policy for the latest update on our privacy policy and practices.


March 22, 2023