Last updated: January 22, 2026

By accessing our website, communicating with us, or receiving services at Quest4Change, you consent to the collection, use, and disclosure of information as outlined in this policy.

Our role under PHIPA

Quest4Change acts as a Health Information Custodian (HIC) under PHIPA for the purposes of providing social work, behavioural, and support services. We are responsible for ensuring that personal health information is collected, used, disclosed, and protected in accordance with Ontario law.

Information we collect

We collect information through both online and in-person interactions.

Online information:

• Names, contact information, and inquiry details submitted through our website or email

• Website usage information (ex., IP address, browser type, pages visited) through standard analytics tools

In-person and service-related Information (depending on the service provided, we may collect):

• Identifying information (ex., name, date of birth, contact details)

• Intake and background information

• Progress notes and service documentation

• Medical, developmental, behavioural, or mental health information

• Emergency contact and safety information

• Funding, billing, or administrative information

We collect only the information reasonably necessary to provide safe, appropriate, and effective services.

Personal Health Information (PHI)

Under PHIPA, Personal Health Information (PHI) includes identifying information about an individual related to physical or mental health, health history, care received, or plans of care.

At Quest4Change, PHI may include:

• Medical or mental health information

• Developmental or behavioural histories

• Assessment and progress documentation

• Service plans and professional observations

PHI is:

• Collected with consent, unless otherwise permitted or required by law

• Used solely for the purpose of providing and managing care

• Stored securely and accessed only by authorized personnel

Consent

Consent may be express or implied, depending on the circumstances and nature of the information.

• By engaging in services, individuals consent to the collection, use, and disclosure of information for care purposes.

• Consent may be withdrawn at any time, subject to legal or service-related limitations.

• Where consent is withdrawn, we will explain any resulting impacts on service provision.

Use of information

Information is used to:

• Provide and coordinate services

• Support safety and continuity of care

• Communicate with clients and families

• Develop, monitor, and review goals

• Meet legal, regulatory, and funding requirements

• Improve programs and service delivery

Quest4Change does not sell or trade personal information.

Confidentiality

Confidentiality is a core expectation at Quest4Change.

• All staff, students, contractors, and volunteers are required to comply with confidentiality agreements and PHIPA obligations.

• Access to information is limited to those who require it to perform their professional duties.

• Information is not shared without consent except where permitted or required by law (ex., risk of harm, child protection, court orders).

Disclosure of information

Information may be disclosed:

• With informed consent

• To service partners or professionals where consent has been provided

• Where required or permitted by law (ex., duty to report, court order)

• In emergency situations to prevent serious harm

Video and audio monitoring

To maintain safety within our centre, Quest4Change uses video and audio monitoring in designated public areas inside the centre.

Monitoring locations:

• Front entrance

• Hallways

• Skills4Success pod

• ABA therapy areas

No monitoring occurs in private or confidential spaces, including washrooms or one-to-one social work offices.

Purpose:

• Monitoring is used solely for safety, security, and incident response

• Recordings are reviewed only if an incident or safety concern arises

Storage and access:

• Recordings are stored securely within our monitoring platform

• Only the centre Director has access to view recordings

• Recordings are not used for supervision, evaluation, or training

Transparency and disclosure:

• If an incident is captured, all relevant parties will be given the opportunity to view the footage to support transparency and resolution.

• Where required by law, footage may be shared with law enforcement.

Consent and signage:

• Clear signage is posted throughout the centre indicating video and audio monitoring

• By entering the premises, individuals provide explicit consent to monitoring in designated public areas

Safeguards and retention:

Quest4Change uses reasonable administrative, physical, and technical safeguards to protect information, including:

• Secure electronic systems

• Restricted access controls

• Physical security measures for paper records

Information is retained in accordance with legal, regulatory, and professional requirements.

Individual rights under PHIPA

You have the right to:

• Access your personal information and PHI

• Request corrections to inaccurate information

• Withdraw or limit consent where applicable

• Ask how your information is being used or shared

• File a privacy complaint

Requests may be made by contacting us directly.

Privacy complaints

If you have concerns about how your information is handled, you may contact us directly. You also have the right to file a complaint with the Information and Privacy Commissioner of Ontario (IPC).

Contact Information

For questions, access requests, or privacy concerns, contact:

Tracy Raymond
Director & Autism Education Specialist
info@quest4change.ca
(613) 561-7421