Mercedes-Benz Canada, Inc. Tele Aid Privacy Policy

Mercedes-Benz Canada, Inc., and its Tele Aid  service provider, ATX Group, Inc. ("ATX"), are committed to protecting your privacy.  The following Tele Aid Privacy Policy ("Policy") governs the collection, use, and dissemination of Tele Aid subscribers' personal and vehicle information related to the provision of Tele Aid  service.  This Policy supplements any Subscriber Agreement you have with ATX and/or Mercedes-Benz Canada, Inc., and any privacy provisions contained therein.  Please read this Policy carefully.  Please note that this Policy may change periodically, and that any changes would replace the current Policy.

1.         The Information We Collect

 Mercedes-Benz Canada and ATX will not record, monitor or track your vehicle location or use your personal information unless:

• You or other occupants of your vehicle request Tele Aid service or Mercedes-Benz Customer Assistance via the SOS, "I" (Information), or "wrench" (Roadside Assistance) buttons in your vehicle;

• Your airbag deploys or emergency tensioning devices activate, resulting in the vehicle generating a call to the Mercedes-Benz Tele Aid Response Centre;

• Your vehicle is reported stolen and you request stolen vehicle recovery service (requires password and a valid stolen vehicle police report);

• It is required by a governmental order, writ, warrant or subpoena.

Our primary purpose in collecting personal and vehicle information from you and, possibly, occupants of your vehicle is to facilitate the provision of the Tele Aid location-based service, enhance the customer communication between you and Mercedes-Benz and its dealerships, and administer your Tele Aid account. In addition to the information you provided with your Subscriber Agreement, when the Tele Aid  services are activated, we may collect and/or develop the following information:  your vehicle's location; description; vehicle identification number; diagnostics data; direction of travel; caller identification; which air bags have deployed and crash severity data; date, time and duration  of call and any Tele Aid operator notes written during the call.

For quality assurance/training purposes, we  may also monitor or record any conversation you or a vehicle occupant may have with the Mercedes-Benz Response Centre after activating the Tele Aid system, as well as any other call received on our Response Centre's telephone lines. Additionally, if stolen vehicle recovery is properly requested, Response Centre specialists may listen to and/or record conversations of the vehicle's occupants without their knowledge in order to assist in recovering the vehicle.  Recordings of all of the above conversations will be kept consistent with our established business procedures, taking into account the period of time that such recordings are reasonably necessary for quality assurance, training, dispute resolution or legal purposes, but in no event for  more than one year unless required for legal  reasons.

You also consent to Mercedes-Benz Canada and our dealers contacting you (and/or other occupants) in your vehicle, or at the mailing or electronic address or the home or business phone number that you have provided, regarding Mercedes-Benz Tele Aid service.

2.         Use of Your Information

It is our policy to use the information we collect from you and your vehicle, and then retain, for purposes of providing the Tele Aid service for which you subscribed, enhancing communications with you as a Mercedes-Benz customer, and managing your Tele Aid account.  We may also use your information for a statistical analysis of Tele Aid  service usage, to improve our product offerings, to customize the services, and to assist Dealers in servicing your vehicle. We do not sell, rent or trade your information to others.

3.         Disclosure of Your Information

To Provide the Tele Aid  Service.  ATX and Mercedes-Benz share your personal and vehicle information with your dealership, Mercedes-Benz roadside assistance providers, emergency service dispatchers and providers, individuals requested by you to be contacted in an emergency, and other service providers (e.g. concierge services) only for the purpose of providing the Tele Aid services for which you have subscribed.  We also share pertinent information with law enforcement authorities in response to your request to locate and recover your vehicle after you've filed a valid stolen vehicle or equivalent police report and in response to government issued orders, warrants, writs and subpoenas.

For Other Purposes.  We may provide aggregate statistics about our subscribers and related Tele Aid service information to a third-party, but these statistics will not include any personal identifying information.  At our discretion, we may release information when necessary to (i) comply with the law, or  (ii) enforce or apply the terms of our Agreements.

4.         Updating or Changing Your Account Information

We are committed to maintaining the accuracy of your personal and vehicle information for as long as the vehicle is being used for the purposes set out herein. You may review, modify, correct, or update the information you provided upon activation of the Tele Aid  service  at any time by calling 1-800-756-9018 or writing to Tele Aid, 8550 Freeport Parkway, Irving, TX. USA 75063, Attn: Customer Care. All records pertaining to Tele Aid services are stored at this address.

If you cancel Tele Aid service: Unless requested by you, we will: retain all personal contact information indefinitely for the purpose of maintaining customer communication;  retain and/or destroy your credit card and other financial information pursuant to our established records management policy; and retain all vehicle information indefinitely.

5.         Protection of Subscriber Information

We have data security measures in place to protect the loss, misuse, and alteration of the information under our control.  For example, depending upon the applications, we employ the use of encryption technologies and user authentication systems such as passwords and personal identification numbers.  All information is stored under secure measures with access limited only to authorized employees involved in the delivery of service (response operations, customer care, billing, product marketing)  We use industry standard practices to protect the privacy of your information; however, we cannot guarantee that your information will always remain private.

6.         Security on the Cellular Telephone Network.

In providing the Services to you, voice and data are transmitted between the response center and your vehicle over the cellular telephone network.  This network is complex and not necessarily secure.  Therefore, the privacy and security of conversations or data transmitted to and from the vehicle cannot be guaranteed.

7.         Your Consent

By entering the Subscriber Agreement and/or  using the  Tele Aid service, you agree to the practices and procedures described in this Policy.  We may change this Policy at any time by posting a notice and/or revised Policy at www.teleaid.ca. Your continued use of the telematics services after any such change is made constitutes acceptance of and agreement to be bound by the terms of the Policy as modified.

8.         Your Comments

Comments or inquiries about this Policy should be sent to privacyofficer@mercedes-benz.ca or by calling 1-800-387-0100.