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Milestone CRM

Privacy Policy

Milestone CRM · Last updated October 30, 2026

Who we are

Milestone CRM (milestonecrm.ca, including app.milestonecrm.ca and crm.mortgagemom.ca) is a client-management system for licensed Canadian mortgage brokers. It is operated by Mortgage Mom (Kerri Carter) in British Columbia, Canada. In this policy, "we" and "us" mean Milestone CRM, a "broker" means a mortgage broker or assistant who uses Milestone CRM, and a "client" means a broker's borrower or contact.

We follow Canada's Personal Information Protection and Electronic Documents Act (PIPEDA) and British Columbia's Personal Information Protection Act (PIPA).

Brokers and clients

Each broker decides what client information goes into their account and what it is used for. For client information, the broker is responsible for collecting it with consent, and we process it on the broker's behalf to provide the service. If you are a client, your broker is your first point of contact for questions about your file. You can also reach us at the address below.

What we collect

  • Client and contact information: names, contact details, and the mortgage information a client gives their broker, such as income, employment, property, documents, identification and signed disclosure forms.
  • Broker account information: name, email, sign-in details, brokerage and licence details, and a record of the changes made in the CRM.
  • Connected services: only the data needed for the features a broker turns on. See "Connected services" below.
  • Technical information: basic server logs (such as IP address, browser type and time of a request), kept for security and troubleshooting.

How we use it

Information is used only to provide Milestone CRM to brokers: arranging and servicing clients' mortgages, keeping appointments, communicating with clients, and meeting regulatory requirements (such as BCFSA and other provincial regulators, and anti-money-laundering and know-your-client rules).

We do not sell, rent or trade personal information. We do not use it for advertising, and we do not use it to train artificial intelligence models.

Connected services

A broker can choose to connect their own accounts with the services below. Each connection is made by the broker signing in to that service and approving access. It can be disconnected at any time in the CRM's Settings or in the service's own account settings. We store the access keys the service issues so that the connection keeps working, and use them only for the purpose listed.

  • Google (Gmail, Google Calendar, Google Meet, Google Drive): to show and send the broker's email from inside the CRM, check calendar availability, add booked appointments (with Meet links) to the broker's calendar, and save files the CRM creates.
  • Microsoft (Outlook, Microsoft 365, OneDrive): the same email, calendar and file features for brokers who use Microsoft.
  • Zoom: to create, move and cancel Zoom meetings in the broker's own Zoom account when a client books, reschedules or cancels a video call. We read the connected account's email address to show which account is connected. We do not access recordings, chats, contacts or any other Zoom data. Zoom access keys are encrypted when stored.
  • Twilio: to send booking reminder text messages through the broker's own Twilio account. It is used for booking reminders only.
  • RingCentral: to show the broker's own call and text history with a client on that client's record.
  • Velocity (Newton) and MortgageLogic: to keep application details and lender rates in step with the broker's mortgage software.

Milestone CRM's use and transfer to any other app of information received from Google APIs will adhere to the Google API Services User Data Policy, including the Limited Use requirements.

Data received from any connected service is shown only to the broker who connected it and their own assistants. It is never shared with other brokers or with anyone else, except as needed to provide the feature the broker asked for.

When a broker disconnects a service in Milestone CRM, we delete the stored access keys for that service straight away. Meetings, events or emails that were already created stay in the broker's own account with that service. Step-by-step instructions are on our Integrations page.

Who we share with

A broker shares a client's information only as needed to arrange their mortgage. That may include lenders, insurers, credit bureaus (with consent), lawyers, notaries, appraisers, and regulators when the law requires it.

We use a small number of service providers to run Milestone CRM, such as our hosting provider (servers in Canada) and email delivery for system messages. They may only use the information to provide their service to us.

How we protect it

  • All connections are encrypted (HTTPS).
  • Every broker has their own separate database.
  • Sign-in is required for all broker pages, with optional two-step sign-in.
  • Highly sensitive numbers, such as Social Insurance Numbers, are encrypted when stored.
  • Client portal links are long, random and private to each file.
  • Changes to Apps, contacts and tasks are logged with the name of the person who made them.

How long we keep it

Mortgage records are kept for as long as the broker's account is open and as long as regulators require, which is usually at least seven years. When a broker closes their account, they receive a copy of their data, and it is then deleted from Milestone CRM. The broker remains responsible for keeping their own copy for as long as their regulator requires.

This website

This website (milestonecrm.ca) does not use advertising, tracking cookies or analytics. If you choose light or dark mode, that choice is saved in your own browser only. Fonts are loaded from Google Fonts, which receives your IP address when the page loads.

Your choices

You can ask for a copy of your information, ask for it to be corrected, or withdraw consent (subject to legal and regulatory limits) by emailing hello@milestonecrm.ca. If you are a client, we may pass your request to your broker, who holds your file. If you are unhappy with our response, you can contact the Office of the Information and Privacy Commissioner for British Columbia.

Changes to this policy

If we make important changes, we will update the date at the top of this page and let brokers know by email.

Contact

Milestone CRM, operated by Mortgage Mom (Kerri Carter), British Columbia, Canada.
Email: hello@milestonecrm.ca