Privacy Policy

RideSupporter Privacy Policy

RideSupporter (“we,” “our,” “us”) is committed to protecting the privacy of all clients and personal support workers (“PSWs”) who use our services. This Privacy Policy explains how we collect, use, disclose, and safeguard personal information, including personal health information (PHI), in compliance with Ontario’s Personal Health Information Protection Act, 2004 (PHIPA) and other applicable laws.

1. Scope

This Policy applies to:

Clients (patients) who book RideSupporter services.
PSWs who provide services through RideSupporter.
Visitors to our website (www.ridesupporter.com).

2. Information We Collect

We collect only the information necessary to provide our services safely and effectively. This may include:

From Clients: Name, phone number, clinic name and address, doctor’s name, recovery location, service date/time, emergency contact details, and payment information. We do not collect details of the medical procedure itself.
From PSWs: Name, contact details, government ID, address, work eligibility status, vulnerable sector screening (VSS), and banking information for payments.
From Website Visitors: Standard usage and cookie data (see Section 11).

3. Purpose of Collection

We collect and use information for the following purposes:

To book, coordinate, and deliver RideSupporter services.
To verify PSW eligibility and qualifications.
To process payments and issue receipts.
To notify clinics (with client consent) regarding safe discharge and arrival.
To communicate with clients, PSWs, and clinics regarding bookings and support.
To comply with legal and regulatory requirements.

4. Consent to Electronic Communications

Because RideSupporter services rely on timely updates:

Clients: By booking, you consent to receive confirmations, reminders, and updates about your service by email and/or text. These may include limited personal details (e.g., your name, appointment time, clinic location, recovery address). While we use secure systems, email and text are not fully secure; you are responsible for securing access to your own accounts and devices. You may withdraw consent, but this may affect service delivery.
PSWs: By providing services, you consent to receive booking details by email and/or text, in addition to your RideSupporter dashboard. You must keep all client information confidential, use it only for your assignment, and report any loss or unauthorized disclosure immediately. Unauthorized use of PHI may result in termination and legal consequences under PHIPA.

5. Sharing of Information

We share information only as needed to deliver services and comply with law:

With PSWs assigned to a booking (they receive client booking details necessary for service).
With clinics, but only if the client consents to RideSupporter sending notifications.
With payment processors (for billing).
With subcontractors or service providers who are contractually bound by equivalent privacy obligations.
When required by law, regulation, or court order.

We do not sell or use information for marketing without consent.

6. Safeguards

We take reasonable administrative, physical, and technical measures to protect PHI, including:

Encryption of data in transit and at rest where possible.
Secure hosting with providers who sign Information Management Agreements (IMA).
Role-based access to PHI (only those who need it can see it).
Confidentiality agreements with all PSWs and contractors.
Regular review of our practices against PHIPA and industry standards.

7. Retention and Disposal

PHI is retained only as long as necessary to provide services, unless a longer retention period is required by law or selected service model (e.g., CareCircle Premium includes indefinite retention of PSW reports, with patient consent).
When no longer needed, PHI is securely destroyed or anonymized.

8. Breach Notification

If personal health information is lost, stolen, or accessed without authorization:

RideSupporter will notify affected individuals at the first reasonable opportunity.
Where required, RideSupporter will also notify the Information and Privacy Commissioner of Ontario (IPC).
We will investigate and take corrective measures to reduce future risks.

9. Patient Rights under PHIPA

Clients have the right to:

Access and request a copy of the PHI RideSupporter holds about them.
Request corrections if information is inaccurate or incomplete.
Withdraw consent to the collection, use, or disclosure of PHI (subject to legal and contractual restrictions).

Requests can be made by contacting RideSupporter (see Section 12).

10. PSW Responsibilities

PSWs handling PHI as part of their duties must:

Access and use PHI only as required to deliver services.
Keep booking details secure and delete RideSupporter emails within [7 days] after service completion.
Comply with PHIPA and RideSupporter’s Terms of Use at all times.

11. Cookies and Website Data

Our website may use cookies to improve functionality and track usage. These may include:

Essential cookies – required for site operation.
Performance cookies – to understand how users interact with the site.

You can adjust your browser settings to block cookies, but some features may not function.

12. Contact Us

If you have questions about this Privacy Policy, wish to access your information, or need to report a concern, please use our Contact Form:

Attn: RideSupporter Privacy Officer

13. Changes to this Policy

We may update this Privacy Policy from time to time. Significant changes will be communicated on our website or directly to users by email.

Effective Date: Sept 20, 2025