University of Manitoba Contact Centre Privacy Statement
The University of Manitoba (the “University”) is committed to preserving your right to privacy. We ensure that the confidentiality of your information is maintained and the collection, use and disclosure of your information is in compliance with the applicable Manitoba privacy law, The Freedom of Information and Protection of Privacy Act (“FIPPA”).
This page summarizes the privacy policies and practices that govern all University of Manitoba's contact centre solution.
The University of Manitoba has implemented a Contact Centre solution that utilizes Generative Artificial Intelligence technologies. This tool is used to create transcripts and summaries of interactions with the contact centre, by telephone or online chat.
The Generative AI tool is only used by some of the contact areas of the University. You will have been notified by the system at the beginning of your call if Generative AI technology was used to provide the services for you. Areas using this technology include the general switchboard of the University, Admissions and Recruitment, Extended Education, Faculty of Arts, Faculty of Science, Financial Aid and Awards, Financial Services, Human Resources, Information Systems and Technology, The Registrar's Office, and Student Engagement and Success.
The personal information collected by the University’s contact centre is not distributed to any private organizations or used for commercial marketing. Any personal information you provide to the University via its contact is managed in accordance with FIPPA.
Purpose for collection
The contact centre technology at the University of Manitoba is used to support administrative need. Calls may be recorded and summarized. Summaries and transcripts can be used to support customer service in the event your call is rerouted or escalated, for training, and for quality assurance purposes. Only the minimum amount of personal information is collected as needed to provide customer service and manage your inquiry.
Confidentiality and Data Protection
All interactions with generative AI tools are conducted in accordance with FIPPA. Call recordings are retained for the minimum amount of time required to provide service to callers and to respond to inquiries.
You may contact the University of Manitoba, Information Services and Technology at SERVICE DESK to request deletion of information about you held in the contact centre software.
Notice Regarding the Storage of Personal Information Outside of Canada
The University of Manitoba has taken steps to ensure that its agreement with GLIA Technologies Inc. for their online services provided is in compliance with The Freedom of Information and Protection of Privacy Act (FIPPA). Please be aware that your personal information may be stored on servers outside of Canada. The University of Manitoba cannot and does not guarantee protection against the possible disclosure of your data including, without limitation, against possible disclosures of data in accordance with the laws of a foreign jurisdiction.
Additional information
For questions or comments regarding this policy, or for additional information about the administration of The Freedom of Information and Protection of Privacy Act, contact the University of Manitoba Access and Privacy Office via email or at 204-474-7559.