Overview

Alfa Systems LLC (“Alfa,” “we,” “us,” or “our”) provides IMS – Alfa Systems, a branded mobile application that enables authorized users to request and connect to professional interpreters through audio or video calls. The App uses the IMS Connect platform operated by Primaxis Pty Ltd, trading as IMS (“IMS”), as Alfa’s technology service provider.

This Privacy Policy explains what information may be collected through the App, why it is used, when it may be disclosed, how it is protected, and the choices available to users. It applies to the App and related support interactions. It does not replace the privacy notices of the organization that issued a user’s Client ID or authorized the user to access interpreting services.

Roles and responsibilities

Depending on the relationship, Alfa may act as the organization responsible for determining how personal information is handled, or as a service provider processing information on behalf of a healthcare provider, business, government agency, language-service customer, or other client organization. IMS processes information for Alfa to host, operate, secure, maintain, and support the App and underlying communications platform.

If you use the App through an employer, healthcare provider, public agency, or other organization, that organization may control certain account, call, and usage information. Questions about its practices should be directed to that organization as well as to Alfa where appropriate.

Information we may collect

3.1 Registration and contact information

When a device is registered, the App may receive a Client ID, PIN, device name, name, organization, email address, telephone number, department, location description, or other contact details entered by the user or supplied by the authorizing organization. Required and optional fields may vary by deployment.

3.2 Device, log, and technical information

The App and platform may process device identifiers, app version, operating system, IP address, timestamps, connection status, authentication events, crash data, diagnostic logs, security events, and similar technical information needed to authenticate devices, operate the service, troubleshoot problems, prevent misuse, and maintain security.

3.3 Interpreting request and call information

To route and manage an interpreting session, the App may process the selected language, audio or video selection, queue information, call start and end times, duration, connection status, interpreter assignment, Client ID, device or organizational identifiers, and related operational records.

3.4 Feedback and support information

If you rate a session, submit comments, or contact support, we may collect the rating, comments, contact details, correspondence, and information reasonably required to investigate and respond.

3.5 Information from client organizations and service providers

We may receive account authorization, organizational, interpreter, call-routing, billing, security, and support information from the organization providing your access, from IMS, and from vendors supporting the service.

How we use information

We may use information to:

• register and authenticate authorized devices and users;
• route and deliver audio or video interpreting sessions;
• operate, maintain, secure, and improve the App and service;
• provide customer support and investigate technical or service-quality issues;
• generate service, usage, quality, billing, audit, and compliance records for Alfa and authorized client organizations;
• detect, prevent, and respond to fraud, misuse, security incidents, or unlawful activity;
• comply with law, enforce agreements, and protect users, interpreters, Alfa, IMS, and others; and
• send necessary service communications, such as security, support, or update notices.

When information may be disclosed

We may disclose information only as reasonably necessary to:

• IMS/Primaxis, which hosts and operates the underlying IMS Connect technology for Alfa;
• the organization that issued or administers your Client ID, pays for the service, or authorized your access;
• interpreters and interpreting-service personnel to the extent needed to deliver and administer a session;
• hosting, communications, security, analytics, support, professional-advisory, and other vendors bound by contractual or legal confidentiality and data-protection obligations;
• government authorities, courts, regulators, or other parties when required by law or reasonably necessary to protect rights, safety, security, or the integrity of the service; and
• a successor or transaction participant in connection with a merger, acquisition, financing, reorganization, or sale of assets, subject to appropriate protections.

Third parties receiving user data to support the App are expected to protect it consistently with this Policy, applicable agreements, and applicable law.

Legal bases and sensitive information

Where applicable law requires a legal basis, information may be processed to perform a contract or provide requested services, comply with legal obligations, pursue legitimate interests such as security and service administration, protect vital interests, or with consent. The applicable basis depends on the context and jurisdiction.

Interpreting sessions may involve health, financial, legal, immigration, education, or other sensitive subject matter. Alfa processes such information only as needed to deliver contracted interpreting services and subject to applicable client agreements, confidentiality duties, and law. The App itself is not a substitute for emergency services or professional medical or legal advice.

Data retention and deletion

We retain personal information only for as long as reasonably necessary for the purposes described in this Policy, including service delivery, security, billing, audit, dispute resolution, contract performance, and legal or regulatory obligations. Different categories may have different retention periods. Live call content is not intended to be retained unless recording is separately authorized and disclosed. Technical, call-detail, account, feedback, and support records may be retained in accordance with Alfa’s contracts and retention schedule or the instructions of the responsible client organization.

To request access, correction, deletion, restriction, or another privacy right, contact us using Section 13. We may need to verify your identity and may refer a request to the organization that controls the relevant account or records. Certain information may be retained where legally required or necessary to establish, exercise, or defend legal claims.

Security

Alfa and IMS use administrative, technical, and organizational safeguards designed to protect information against unauthorized access, loss, misuse, alteration, or disclosure. IMS states that communications are encrypted using TLS/SSL and protected by platform access controls, and that protected health information is not stored locally on the device. No system is completely secure, and we cannot guarantee absolute security. Users must protect Client IDs, PINs, devices, and other credentials and promptly report suspected compromise.

International data transfers

Alfa, IMS, interpreters, client organizations, and service providers may operate in different countries. Information may therefore be processed outside the country where it was collected. Where required, we use contractual, organizational, or other lawful safeguards for international transfers. Contact us for additional information about applicable safeguards.

Your choices and rights

Depending on applicable law, you may have rights to request access, correction, deletion, portability, restriction, or objection; withdraw consent; or complain to a privacy regulator. Withdrawing consent does not affect prior lawful processing and may prevent use of features that require the information. You may disable camera or microphone permissions through device settings, but doing so will limit audio or video call functionality.

Children

The App is intended for authorized organizational and professional use and is not directed to children. A minor should use the App only where authorized and supervised by a parent, guardian, healthcare provider, school, or other responsible organization, as permitted by law. If you believe a child’s information has been collected improperly, contact us.

Changes to this Policy

We may update this Policy to reflect changes in the App, our practices, contractual requirements, or law. We will post the updated version at the public URL and revise the effective date. Where required, we will provide additional notice or obtain consent.

Contact us

Privacy questions and requests may be sent to:

If your account was issued by another organization, you may also contact that organization. You may also have the right to lodge a complaint with the data-protection or consumer-protection authority in your jurisdiction.