At InnoCaption, we are dedicated to maintaining the highest standards of security to protect the data and privacy of our users.

Protecting your data

As a certified IP Captioned Telephone Service (IP CTS) provider regulated by the Federal Communications Commission (FCC), we adhere to stringent security protocols to ensure the integrity and confidentiality of all communications.

Privacy FAQs

Are my calls private?

Your call transcripts are kept strictly private and confidential. Call transcripts are not saved or archived on InnoCaption servers and our team does not have the ability to access transcripts that are saved on a user’s device. Our privacy and compliance procedures are regulated and audited by the FCC.

Our stenographers are highly trained, professional captioners that go through strict compliance measures to protect your privacy and all transcripts are deleted from captioner devices. Our captioners are only able to listen to and transcribe one side of the conversation and do not hear what is said by the InnoCaption user. The only exception to this is during conference calls when the captioner can hear all parties on the line.

For users that choose to have our ASR engine caption their calls, no call audio is logged for machine learning or any other purpose.

Are you collecting my data?

When using ASR captioning, no call audio is logged for machine learning or any other purpose.

Please refer to our privacy policy for further details.

What happens with my transcripts?

Your call transcripts are saved locally on your device and you are able to view them or email them from the InnoCaption app.

For instructions on viewing transcripts, refer to our help center article here.

Please note that call transcripts are not saved or archived on InnoCaption servers and our team does not have the ability to access transcripts that are saved on a user’s device.

Why do you need my personal information?

Our captioning service is offered free of charge to individuals with hearing loss because it is paid for by a federal program. As an FCC-certified provider of relay services, we are required by law to obtain certain personal information from you to prevent misuse of this vital accessibility service for the deaf and hard of hearing community. We know that this information is highly confidential and we take strict measures to protect your personal information.

The personal information we are required to provide to the FCC’s Telecommunications Relay Services (TRS) Fund Administrator for compliance purposes include: full name, date of birth, last four digits of your social security number, residential address and cell phone number. Please note that InnoCaption will never sell, distribute, share, or reveal your personal information in any way unless compelled to do so by lawful order.

Please visit the FCC website to find out more about Telecommunications Relay Services.

SOC 2 Compliance

If you prefer not to have a live assistant on your call, we also provide the option for captioning through best-in-class automated speech recognition (ASR) technology. ASR captioning is accurate in most situations and consistently fast, but performance can vary depending on the audio quality of the call and the voice of the speaker on the other line. This is why InnoCaption puts you in control, allowing you to switch between live stenographer or automated captioning as your accessibility needs change. ASR caption mode supports Spanish in addition to English.

HIPAA Compliance

InnoCaption is committed to HIPAA compliance to ensure the protection of health information. Although we do not store electronic Protected Health Information (ePHI), our compliance efforts are designed to provide peace of mind to individuals in health-related fields. We apply HIPAA standards to our security measures, which include:

Robust Security Measures: Our security protocols are rigorous and designed to protect all user data as if it were ePHI.

Regular Security Training: Our staff undergoes ongoing training in privacy and security best practices to uphold our commitment to data protection.

Culture of Privacy: We prioritize privacy and security in all our operations, ensuring a secure environment for all users, particularly those from health-related fields.

Our Security Practices

Data Encryption: We ensure that all data, whether in transit over public networks or at rest in our storage systems, is encrypted using industry-standard encryption protocols.

Access Controls: Access to sensitive data and critical systems is strictly controlled. Only authorized personnel have access to sensitive information, and their activities are logged and monitored.

Regular Audits: Our systems and processes are regularly audited to identify and mitigate potential vulnerabilities. These audits help ensure ongoing compliance with SOC 2 standards and other regulatory requirements.

Incident Response: We have a robust incident response plan in place to quickly address and mitigate the effects of security incidents. Our team is trained to respond promptly and effectively to ensure minimal impact on our services and your data.

Security is an ongoing commitment. At InnoCaption, we continuously evaluate and improve our security measures and practices to address evolving threats and to ensure we are at the forefront of protective measures. We also believe in transparency and are committed to building trust with our users and other stakeholders.

For more information or to request access to our TrustCenter, please contact us using the link below.