Privacy Policy
Last updated: September 9, 2026
TrueCare™ Partners Inc. is committed to protecting your personal information in accordance with the Personal Information Protection and Electronic Documents Act (PIPEDA) and applicable Ontario privacy law. This policy explains what information we collect, how we use it, and your rights. We operate a care-staffing marketplace — we do not deliver clinical care and do not collect or store personal health information such as diagnoses, medications, allergies, care plans, or clinical notes.
1. Who this policy applies to
- Home care clients and their families — individuals who book or enquire about in-home care
- Facility partners — long-term care homes, retirement residences, and other facilities that staff shifts through us
- Care professionals and applicants — PSWs, RPNs, RNs, Companions, and other professionals who work with or apply to work with TrueCare Partners
- Website and platform users — anyone who visits our site or uses our portals
2. What personal information we collect
From home care clients and families
- Name, address, phone number, and email address
- Service address(es), the name of the person receiving care, and the account holder’s relationship to that person
- Booking details — dates, times, and the type of professional requested
- Payment and billing information (card payments are handled by our payment processor; we do not store full card numbers)
- Your mobile number, if you opt in to text alerts
We do not collect or store health or clinical information about the person receiving care — no diagnoses, medications, allergies, care plans, or visit notes. TrueCare Partners coordinates staffing; it does not deliver clinical care or keep a health record.
From care professionals and applicants
- Legal name, address, date of birth, and contact information
- Social Insurance Number (SIN) — stored encrypted and used only for payroll/T4A reporting, as required by the CRA
- Professional registration numbers (CNO, NACC) and other credentials
- Government-issued photo identification
- Vulnerable Sector Check results
- Health-screening documents you submit for vetting (e.g., TB test, immunization records)
- Banking information for direct-deposit payment — stored encrypted
- Employment history, references, service area, and travel radius (your service area is geocoded to coordinates to match you to nearby shifts)
- Your mobile number, if you opt in to text alerts
From facility partners
- Business name, address, and contact information
- Names and contact details of coordinators, approvers, and billing contacts
- Billing and payment information
- Shift records and service history
Automatically, from website and platform users
- IP address, browser type, and device information
- Pages visited and actions taken on the platform
- Information submitted through contact and booking forms
3. How we use personal information
We use personal information only for the purposes for which it was collected:
- Operating the marketplace — matching care professionals to shifts and bookings, scheduling, and coordination
- Vetting care professionals and maintaining credential and compliance records
- Processing payouts to independent contractors and issuing T4As
- Issuing invoices and processing payments
- Communicating with clients, families, facilities, and care professionals about accounts, shifts, and bookings
- Maintaining an audit trail of platform activity for security and compliance
- Meeting our legal obligations under Ontario and federal law
- Improving our services and platform
We do not use personal information for unsolicited marketing without your consent.
4. Who we share information with
We do not sell personal information. We share it only in these limited circumstances:
- With facility partners — care-professional credential and compliance documentation, as required for their records
- With care professionals — the booking details needed to attend a shift (service address, date, time, and role). This never includes health or clinical information
- With the Canada Revenue Agency (CRA) — as required for tax reporting (T4A for contractors)
- With WSIB — as required for registration and claims
- With service providers who process data on our behalf under contract: Stripe (card payments), Mapbox (address geocoding), Postmark (email delivery), Twilio (text messages), and DigitalOcean (application hosting and encrypted file storage)
- Where required by law — in response to a lawful court order, subpoena, or government request
Our data is stored in Canada (DigitalOcean’s Toronto region).
5. Text messages (SMS)
If you opt in from your account, TrueCare Partners uses your mobile number to send transactional text messages (shift offers, shift reminders, schedule changes, and booking or payment alerts). Message frequency varies; message and data rates may apply. You can opt out at any time by replying STOP to any message or by turning off text alerts in your account; reply HELP for help. We do not share or sell your mobile number to third parties, and we do not send marketing texts.
6. How we protect your information
We implement appropriate technical and organizational safeguards, including:
- Encrypted storage of sensitive information (SIN, banking details, and uploaded documents)
- Access controls that limit who can view sensitive information
- Secure transmission of data over HTTPS
- Data hosted in Canada (DigitalOcean, Toronto)
- An immutable audit log of security-relevant activity
- Staff training on privacy obligations, and regular review of our privacy and security practices
7. How long we retain information
- Payroll and tax records — 7 years, as required by the CRA
- Care-professional credential and vetting files — the duration of the relationship plus 2 years
- Invoicing and billing records — 7 years
- Audit and security records — retained on an ongoing basis for security, dispute, and compliance purposes
- Website and contact-form submissions — 1 year
When personal information is no longer required, we securely destroy or anonymize it.
8. Your rights
Under PIPEDA, you have the right to:
- Access the personal information we hold about you
- Request correction of inaccurate or incomplete information
- Withdraw consent for non-essential uses of your information (subject to legal and contractual limitations)
- File a complaint with the Office of the Privacy Commissioner of Canada if you believe we have violated your privacy rights
To exercise any of these rights, contact our Privacy Officer at [email protected]. We will respond within 30 days.
9. Cookies and website tracking
Our website uses cookies and similar technologies to understand how visitors use the site and to improve performance. You can disable cookies in your browser settings, though some features may not function correctly without them. We do not use third-party advertising cookies.
10. Changes to this policy
We may update this Privacy Policy from time to time. The current version will always be posted at this URL with the “last updated” date noted at the top. We will notify active clients, facilities, and care professionals by email of any material changes.
11. Contact us
Questions, concerns, or requests regarding this Privacy Policy or our privacy practices can be directed to our Privacy Officer:
- TrueCare Partners Inc. — Privacy Officer
- 331 Blackhorne Drive, Kitchener, ON N2E 2B3
- [email protected]
- (519) 807-5671
You can also reach us through our contact form.