Effective Date: May 12, 2026

Averra Care is committed to protecting the privacy, confidentiality, and security of Personal Health Information (“PHI”) in accordance with applicable Ontario privacy laws and healthcare privacy principles, including the Personal Health Information Protection Act, 2004 (“PHIPA”).

This statement explains how we collect, use, disclose, and safeguard personal health information when providing care and support services.

Personal Health Information may include information about an individual’s:

• Physical or mental health 
• Medical history 
• Care needs or assessments 
• Medications 
• Treatment or support plans 
• Health card or identifying information 
• Healthcare providers or services received 

PHI may exist in verbal, written, or electronic form.

Averra Care collects Personal Health Information only as necessary to:

• Provide safe and effective care services 
• Coordinate care and staffing support 
• Communicate with clients, substitute decision-makers, families, or healthcare providers 
• Maintain care documentation and records 
• Meet legal, regulatory, and operational obligations 
• Improve service quality and client safety 

We limit collection to the minimum information reasonably required for these purposes.

Where required, we obtain consent to collect, use, or disclose Personal Health Information.

Consent may be:

• Written 
• Verbal 
• Electronic 
• Implied where permitted by law 

Clients may withdraw consent at any time, subject to legal or contractual limitations and continuity of care requirements.

Averra Care uses administrative, physical, and technical safeguards to protect Personal Health Information from unauthorized access, loss, theft, misuse, or disclosure.

Safeguards may include:

• Secure digital systems 
• Password-protected records 
• Confidentiality agreements 
• Restricted staff access 
• Secure storage and disposal procedures 
• Staff privacy and confidentiality training 
• Secure communication practices 

Only authorized personnel with a legitimate need-to-know may access Personal Health Information.

We do not sell Personal Health Information.

Information may only be shared:

• With authorized healthcare professionals involved in care delivery 
• With hospitals, physicians, care coordinators, or community partners involved in client care 
• With substitute decision-makers or authorized representatives 
• When legally required by law, court order, or regulatory authority 
• In situations involving serious health or safety concerns 

All disclosures are limited to the minimum necessary information.

Clients may request:

• Access to their Personal Health Information 
• Corrections to inaccurate or incomplete information 

Requests may require identity verification and may be subject to applicable legal limitations.

Averra Care takes privacy concerns seriously and will investigate complaints in a timely and confidential manner.

Questions, concerns, or requests regarding Personal Health Information may be directed to:

Averra Care
Email:operations@averracare.ca
Phone: (519) 953-5810
Website: www.averracare.ca

Individuals also have the right to contact the Office of the Information and Privacy Commissioner of Ontario regarding privacy concerns.

This PHIPA Privacy Statement may be updated periodically to reflect changes in legal requirements, operational practices, or services.

Updated versions will be posted on our website with a revised effective date.