Netiquette and telephone etiquette

At Kaleido, we foster healthy, inclusive and professional interaction between our organization and its various audiences. We encourage a constructive and respectful exchange of ideas.

This charter establishes the rules of conduct to be followed on all of our digital platforms (website, social networks and e-mails) and during telephone conversations. It aims to ensure a safe, respectful communications environment that complies with current standards.

1. General principles

Courtesy and mutual respect: all discussions must be conducted with professionalism and respect. Dissenting opinions are welcome, but must be expressed without aggression, insults or personal attacks.

Relevance and clarity: communications must be clear, concise and relevant to the subject at hand.

French language: in accordance with the Charte de la langue française, written and oral communications are primarily in French. Texting language and excessive capitalization (which can be equated with shouting) should be avoided.

2. Netiquette: digital platforms

This section applies to comments, posts and messages on our digital platforms.

2.1 Moderation and inappropriate content

Kaleido reserves the right to monitor, moderate or remove any content deemed not to comply with this charter, before or after posting, without prior notice.

The following will not be accepted, posted or tolerated:

content that is defamatory, hateful, racist, xenophobic or sexist, or that denigrates an ethnic origin, religious denomination or age group;
harassment, intimidation or encouragement of harassment against anyone;
information that is false, misleading, illegal or in violation of any law or government regulation;
unsolicited e-mails, commercial solicitation, unauthorized advertising and irrelevant external links;
private dialogues or the inclusion of personal information that could jeopardize the protection of your data;
off-topic conversations that detract from the quality of exchanges.

2.2 Privacy and personal data

Identity protection: It is strictly forbidden to disclose confidential or personal information, whether general (social insurance number, address, etc.) or specific to a Kaleido RESP (client identification code, plan or contract number, etc.).

Liability: all messages posted are preserved and cannot be deleted or modified once posted. The user is solely liable for the consequences of their post.

3. Telephone etiquette

This section applies to all telephone conversations with our representatives.

Greeting protocol: our employees are trained to greet you in a professional manner, providing their name and that of Kaleido, and offering you courteous, efficient service.

Zero tolerance for abuse: Kaleido employees have the right to work in a safe environment. Insults, threats, verbal harassment or aggressive behaviour towards our staff will not be tolerated.

Ending the call: after a clear warning, any telephone call can be ended immediately if the caller fails to comply with the rules of conduct.

Availability: we are committed to handling your requests as quickly as possible, within our official opening hours.

4. Acceptance of the Charter

We assume that anyone who communicates with Kaleido, whether in writing on our digital platforms or by telephone, has read and agrees to the terms of this Communication Charter.

If you have any questions or comments about this charter, please write to us at info@kaleido.ca, or call us at 1-877-710-RESP (7377).