Privacy Policy
Effective Date: July 2, 2026
Our Commitment to Privacy
Portage is committed to protecting the privacy and confidentiality of the personal information entrusted to us.
We recognize that the individuals we support often share sensitive personal and health information. We treat that information with care and collect, use, disclose, and protect it in accordance with applicable Canadian privacy legislation and, where applicable, provincial health information laws.
Our goal is simple: to collect only the information we need to safely plan and deliver our services, to safeguard that information, and to be transparent about how it is handled.
Information We Collect
Depending on the services requested, we may collect:
Contact information, including names, addresses, telephone numbers, and email addresses.
Information about the traveller and the proposed journey.
Emergency contact information.
Billing and payment information.
Information provided by referring organizations or family members.
Medical and health information relevant to travel planning and the safe delivery of our services.
Information about mobility, accessibility, communication, or support requirements.
Documentation required by airlines or other transportation providers.
We collect only the information reasonably necessary to assess, plan, coordinate, and deliver the requested services.
How We Use Your Information
We use personal information to:
Assess whether commercial travel is appropriate.
Develop and implement a travel support plan.
Coordinate travel arrangements.
Communicate with clients and authorized representatives.
Coordinate with healthcare providers, transportation providers, insurers, and others involved in the traveller's care or journey, where appropriate.
Meet legal, regulatory, professional, and contractual obligations.
Improve our services and maintain quality assurance.
We do not sell personal information.
Sharing Information
We share personal information only when it is necessary to provide our services or when authorized or required by law.
Depending on the circumstances, information may be shared with:
The traveller.
Authorized family members or substitute decision-makers.
Treating physicians and healthcare teams.
Hospitals and healthcare facilities.
Airlines and other transportation providers.
Ground transportation providers.
Insurance companies and assistance providers.
Receiving healthcare facilities or care providers.
Regulatory authorities when required by law.
We limit disclosures to the information reasonably necessary for the purpose.
Consent
Whenever practical, we obtain consent from the traveller before collecting, using, or disclosing personal information.
Where the traveller is unable to provide consent, we may rely on a legally authorized substitute decision-maker or another authority recognized under applicable law.
Consent may be withdrawn at any time, subject to legal, contractual, or safety considerations and the limitations necessary to provide our services.
Protection of Personal Information
We take reasonable administrative, physical, and technical measures to protect personal information against unauthorized access, use, disclosure, alteration, or loss.
These safeguards include, where appropriate:
Secure electronic systems.
Password-protected devices and accounts.
Restricted access based on operational need.
Confidentiality obligations for personnel and contractors.
Secure disposal of records when no longer required.
While no method of electronic transmission or storage is completely secure, we continuously strive to protect the information entrusted to us.
Retention
We retain personal information only for as long as necessary to provide our services, comply with legal and regulatory obligations, resolve disputes, and maintain appropriate business records.
When information is no longer required, it is securely destroyed or permanently de-identified, as appropriate.
Your Privacy Rights
Subject to applicable legislation, you may have the right to:
Request access to your personal information.
Request correction of inaccurate or incomplete information.
Withdraw consent, where applicable.
Ask questions about how your information is collected, used, or disclosed.
Requests will be addressed in accordance with applicable legal requirements.
Website Information
When you visit our website, certain technical information may be collected automatically, such as your IP address, browser type, operating system, pages visited, and general website usage.
This information is used to help us understand how visitors use our website, improve website performance, and maintain security.
Our website may use cookies or similar technologies to improve functionality and user experience. You may adjust your browser settings to manage or disable cookies, although some website features may not function as intended.
Third-Party Services
Our website may contain links to third-party websites or use third-party services, such as website analytics, online forms, or payment processing providers.
Portage is not responsible for the privacy practices or content of external websites. We encourage users to review the privacy policies of those organizations.
Privacy Questions or Concerns
If you have questions about this Privacy Policy or how your personal information is handled, please contact:
Privacy Officer
privacy@portagecare.ca
Changes to this Privacy Policy
We may update this Privacy Policy from time to time to reflect changes in our services, legal requirements, or privacy practices.
The current version will always be available on our website, and the effective date will indicate when it was last updated.